Work with What You Have, Not What You’d Like

Published: Thu, 03/06/25

Updated: Thu, 03/06/25

I recently got into a little trouble on LinkedIn. I suggested that the worst culprits for poor customer service were small businesses - but only…

Sometimes, simple is best {{ subscriber.first_name | capitalize }}

Published: Sun, 03/02/25

Hi Sometimes simple is best. If you were waiting for the Call the Midwife to finish. If you like playing with the roulette of getting special offers…

Anti-Procrastination Gift Enclosed

Published: Sun, 03/02/25

Updated: Sun, 03/02/25

Hi This is it. A final sales email. At midnight tonight, my special pre-order packages for See, Smile, Say Hello, close forever. Your chance to get a…

The Silent Language of Listening

Published: Sat, 03/01/25

Updated: Sat, 03/01/25

Hi In the cacophony of our modern world, rather than speaking louder – listen better. To stand out, try hearing the unsaid, understanding the…

It's not you, it's me

Published: Fri, 02/28/25

Updated: Fri, 02/28/25

Hi This isn’t just the world’s worst way of being dumped – it’s fundamental when it comes to customer service. You can’t control other people. You…

When you're overwhelmed, do this

Published: Thu, 02/27/25

Updated: Thu, 02/27/25

What a week!We're careering towards the end of February, Brilliant Ai is being tricky (still not ready to launch), it’s Christine’s birthday tomorrow…

Why your generation was best {{ subscriber.first_name | capitalize }}

Published: Wed, 02/26/25

Updated: Wed, 02/26/25

Hi In 1980 I became a teenager. I believe that makes me an 80’s child. It was the best decade by far. I saw more bands, dated more girls and chalked…

It's happening {{ subscriber.first_name | capitalize }}

Published: Tue, 02/25/25

Updated: Tue, 02/25/25

Hi You may have noticed that ne t month I have a new book coming out. And, as I would encourage any author to do, I'm going to be promoting it……

The secret to cutting through the noise

Published: Thu, 02/20/25

Updated: Thu, 02/20/25

We live in the noisiest time in history. Messages, emails, notifications, adverts - everyone’s competing for your attention. But the ones who win…

The shortcut to connection

Published: Thu, 02/13/25

Updated: Thu, 02/13/25

I'd like you to run a test. It’s simple. It’s free. And it’s one of the most powerful tools in customer service. Smile 😀 Not just with the people you…