Dealing with Active Detractors
Published: Fri, 05/02/14
Every business has them, some more than others. They're the ones who just love to tell you (and anyone else with ears) what you're doing wrong.The old…
Michael Heppell Ltd.
Michael Heppell newsletter
Why I've stopped teaching customer service
Published: Mon, 04/14/14
I've stopped teaching customer service because...It Has To Be Hearts AND Minds'Hearts' is for the customer (we love our customers).'Minds' is for…
Specialist, Generalist or Hybrid?
Published: Wed, 04/09/14
The Specialist has value. Hard to find and difficult to replace but of limited use when a market changes.The Generalist is a Jack of all Trades. Good…
When a little white lie turns black
Published: Tue, 04/01/14
We'd had a fairly busy day researching a new client.We'd e perienced four ta is, seven trains and si teen interviews by the time we arrived at our…
When I knew I hadn't won
Published: Fri, 03/21/14
Late last year I was delighted that our book, The Edge - how the best get better, had been shortlisted for the prestigious Management Book of the…
Are you responsible for this?
Published: Thu, 03/13/14
He saw the flashing light on his office answerphone. He casually hit play. Then he heard a concerned voice.'I got this number from the side of a van.
Service by Heston
Published: Thu, 03/06/14
Meat Fruit, nitro ice cream poached at our table and a dozen other culinary delights were on show. But what I was really interested in was the…
How to get remembered, rewarded and referred
Published: Thu, 02/27/14
A good part of my life is spent sitting in staff and management conferences waiting to go on stage to do my thing.I'm one of those people who like to…
Spring IS coming
Published: Tue, 02/18/14
'When will it ever end?' pleaded the pensioner whose home was being flooded as many times in as many weeks. It's heart-breaking.I found myself…
5 Customer Service Trends For 2014
Published: Mon, 01/06/14
Online Reviews For EverythingEveryone has used TripAdvisor to check a hotel prior to (and even after) a visit. And if you work in the hospitality…