May 22, 2025

Why You're Failing To Make An Impact! Why Most People Never Achieve Their Mission & The Secret To Influencing EVERYONE You Meet - Michael Heppell | EP 236

58 minutes

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/

\ / / / \ \ \ / / / \ \ \ / / / \ \ \ / / / \ \ \ / / / \ \ \ /

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

\ / / / \ \ \ / / / \ \ \ / / / \ \ \ / / / \ \ \ / / / \ \ \ /

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.

Connect with him on LinkedIn here!

About Me: I am dedicated to helping individuals and businesses unlock their true potential through expert coaching and training programs. I'm passionate about empowering others to achieve their dreams and live a life they love. Subscribe for more insights and tips on personal development, productivity, and achieving your goals. Let’s embark on this journey together!

Join the free North Star Thinking Community Facebook group by clicking here.

...more