Blog
Have you ever felt invisible?
Customer Service

Have you ever felt invisible?

Michael Heppell
Michael Heppell
February 6, 2025

You walk into a shop, stand at a counter or wait at a reception desk. And… nothing. No eye contact. No greeting. Just a sinking feeling that you don’t matter.

But what about when they’re not physically in front of you? Same.

You send an email - no response.

You leave a voicemail - no callback.

You comment on a social media post - the silence is deafening.

The fastest way to lose a customer is to ignore them.

Being seen isn’t just about face-to-face interactions; it’s about making people feel acknowledged, wherever they are.

The Power of Observation

Observation is more than just seeing. It's about understanding. It's about noticing the slight hand tremor, the furrowed brow, the way eyes dart or the fear in someone’s tone. Noticing their choice of words and what’s not being said. These are the details that reveal the true story.

They’re the clues to what a person needs, what they’re feeling and the perfect opportunity for you to connect with them on a deeper level.

When you recognise someone properly - whether in person, over email or online, you don’t just create a moment - you create a memory.

And those memories bring people back.

My new book See, Smile, Say Hello will be published on March 27th.

Next timeI’ll show you how to grab an amazing offer by pre-ordering.

TODAY, if your organisation is interested in custom copies (with your branding and a special custom message on page 1) or if you’re interested in bulk offers, just click here start the conversation and I’ll send you more details.

Next week I’m focusing on Smile and how to build a culture of connection.

Be Brilliant!

Michael

PS I'd love to know what you think of this message - please leave a comment.

0 Comments

Active Here: 0
Be the first to leave a comment.
Someone is typing...
No Name
Set
Moderator
4 years ago
This is the actual comment. It's can be long or short. And must contain only text information.
(Edited)
Your comment will appear once approved by a moderator.
No Name
Set
Moderator
2 years ago
This is the actual comment. It's can be long or short. And must contain only text information.
(Edited)
Your reply will appear once approved by a moderator.
Load More Replies

New Reply

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Load More Comments
Loading

Join 90 Days of Brilliance

Our unique 90 Days of Brilliance programme is designed to give you weekly ideas to help you in nine keys areas of life. PLUS you’ll receive all of Michael’s newsletters and announcements.

Join 90 Days of Brilliance