In this special episode, I welcome back the incredible Michael Heppell for an unprecedented third appearance to dive deep into his new book, "See, Smile, Say Hello." We discuss Michael’s journey from his original mission to positively impact a million lives to his new, more personal North Star of influencing every person he connects with — plus the power of service, the ripple effect of small actions, and the habits that create genuine impact. Discover practical strategies for exceptional customer service, personal growth, and creating positive interactions in every aspect of life.
Don't miss the opportunity to take the first step towards a more fulfilling life. Book your complimentary clarity call today and discover how Will Polston can help you achieve the success you deserve. 💡 https://willpolston.com/book-a-call/
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Video Chapters
00:00 - Introduction
00:15 – Michael Heppell becomes the first 3-time guest
01:18 – The story behind “How to Be Brilliant” and reaching a million lives
04:24 – Building a mission and getting the team aligned
06:23 – Early struggles and learning to make an impact
09:26 – How the mission fueled decision-making
11:03 – Measuring impact: The journey to a milestone
12:31 – Evolving the North Star: Positively impacting every person
14:10 – Real-world stories of lasting personal impact
17:31 – Embracing purpose and “doing something”
17:45 – Introduction to “See, Smile, Say Hello”
20:20 – The origin of the book’s core concept in hospitality
21:59 – Going deeper: seeing people as individuals and making emotional connections
22:45 – Redefining “customer” as anyone who isn’t you
24:37 – The emotional bank account explained
26:13 – The importance of “small data” and personal touches
28:14 – The role of accountability in great service
30:29 – Treat your team like your best customer
31:58 – Team exercises and creating high-performing cultures
33:15 – What’s changed in customer service over 15 years
34:36 – Adapting to speed, technology, and a global mindset
36:06 – Intent and confidence versus arrogance
41:01 – “Malaga eggs” and why the truth in service matters
42:25 – Memorable customer experiences and emotional deposits
43:40 – Tom Kerridge on food versus service
44:06 – Michael’s favorite chapter and timeless lessons
46:17 – The impact of intent and public praise
49:55 – Where to get the book and connect with Michael
53:00 – Personal reflections and gratitude
54:28 – The power of asking “how” and repeating positive actions
54:50 – Final thoughts and call to action
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Relevant Links For the Viewer and Citations
Website - https://www.willpolston.com
Instagram - https://instagram.com/willpolston
Facebook - https://www.facebook.com/willpolstonmih
LinkedIn - https://www.linkedin.com/in/willpolston/
Twitter / X - https://x.com/willpolston
TikTok - https://www.tiktok.com/@willpolston
Check out Michael's website by clicking here.<
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