Ask about Graham Harvey
Key Points
  • Graham Harvey is an author, professional speaker and marketing expert
  • Harvey is the best selling author of 'Vigilant Customer - 101 winning strategies to attract and retain happy customers and healthy profits'
  • Harvey holds a Bachelor of Commerce degree from Curtin University
  • Harvery has been honoured as a Accredited Professional Speaker of the National Speaker's Association of Australia
  • In 1999 Harvey was the Western Australian Speaker of the Year
Topics
  • Design! Deliver! Delight!
  • Retaining happy customers and profits
  • Customer relationship management and marketing
  • Growing business through vision, innovation and service
Testimonials

If you want someone to come into your business to deliver all the information you find in business books, to work to a fixed agenda and to make everyone feel good, then Graham is not for you. But, If you want someone who tells the truth, deals with the real issues, talks from personal experience in business and life generally and who works with you so that your company can grow and prosper, call Graham Harvey.

Chief Executive Officer, .au Domain Administration
…the Design! Deliver! Delight! programme provided staff with a better insight into what is required to strive to the heights with customer service. Graham ran the programme with energy and skill, and consequently secured a high level of engagement. His follow-up guidance has assisted with our commitment to rigorous self-review and continuous improvement. I recommend Graham and his programmes highly to any organisation pursuing excellence in customer service.
Principal, Methodist Ladies College

…since you provided training for our Front Office and Reservations teams we are achieving some fantastic results, both financial and customer service oriented. Your training has definitely assisted in creating an environment that is both stimulating and enjoyable and
the staff have picked up and run with the new initiatives and incentives that we developed from your training.
Rooms Division Manager, Cable Beach Club

Without a doubt your presentation was the best during our four-day conference. The real examples of worldwide companies that are succeeding in this area are proof of what our members need to achieve, in particular, the use of CRM strategies. I am grateful that you
took the time to directly research trends and issues relating to the motor industry. I believe the practical examples and recommendations you presented are easy to implement … also made easy through your refreshing, challenging and relaxing style. I have no hesitation in recommending you as a presenter to any business conference.
Chief Executive Officer, Motor Trade Association (NZ)

Graham delivered the Design, Deliver, Delight Customer Experience programme to all Staff and Elected Members of the Shire of Esperance. All participants provided very positive feedback on the programme, but more importantly, there was a noticeable improvement in our delivery of internal and external customer service across the organisation. This is one of the most important corporate training events that an organisation can participate in.
Chief Executive Officer, Shire of Esperance

“In a sentence, fantastic, energetic, interactive and appealing to a wide-ranging and diverse audience, and your willingness to oblige from our first enquiry to the end of the conference was very much appreciated. The audience loved your highly interactive style and subject material which was communicated to all in a highly professional but entertaining manner.
General Manager, United Video (NZ)

The guests and staff of Gold Coast Tourism have all provided exceptionally complimentary feedback regarding your customer service presentation. The content and style of your presentation were both outstanding, and well received by all guests who admitted that they have seen many speakers and presentations over many years – this is a credit to you Graham.
Gold Coast Tourism

Graham Harvey captivates his audience in such a way that is invigorating, leaving them wanting for more. After presenting at our State Conference in November 2014, we have secured Graham’s services to run two more workshops for our Strata Managers and Principals. Interest is so keen, we are securing early bookings. Don’t miss Design! Deliver! Delight! as Graham does exactly that.
Strata Community Australia (WA)

Graham Harvey's Design Deliver Delight Customer Service seminar really altered, for the better, both our processes and our thinking. It was a very thought provoking seminar and has brought about the change that we needed to take our business to the next level of
customer service excellence. Graham's enthusiasm, professionalism and passion for the customer experience are infectious. I highly recommend this seminar for any business large or small.
Director, Ryde Building Company

By engaging Graham and his unique business-planning workshop, we received a huge boost forward and it brought everyone together as a tight-knit team. The four key points we have experienced from engaging Graham’s expertise are: 1. It brought out our company’s unique point of difference on which to build on. 2. It brought unity and harmony across our entire company. 3. It enabled us to set a very clear company vision with supporting strategic goals. 4. And a keenness and identification of all tasks to be undertaken in alignment with the company mission and goals. What I and my team at HIMAC have experienced most, since our engagement with Graham, is an ever-strengthening business culture of staff working together to accomplish our company goals.
Director, HIMAC Industrial

Graham recently spoke at the 2014 HHG Legal Group Staff Retreat. As usual, Graham was well received. He kept a room of lawyers and administration staff challenged and attentive at all times. Focussing on HHG’s 2014 theme of ‘Service, Service, Service’, Graham combined cutting edge management theory with the reality of commerce in the modern age. Every idea was practical and had relevance to our business. We will continue to avail ourselves of Graham’s vast experience and ability over the years to come.
Managing Director, HHG Legal Group

Your Design Deliver Delight workshop really challenged us to think more deeply about our business from a customer perspective, and with this renewed focus I am positive that not only will our Sales and Property Management Teams benefit from what you shared, but our entire Support Team as well. Your presentation was not only very well researched, clear, concise and to the point, but also very entertaining and delivered in a very relevant and reality focused manner, with tons of take-home value that we could immediately put into
practice. We will definitely engage your services again, and I have no hesitation in recommending your training to anyone in the service industry.
Director/Licensee, Acton Real Estate, Mandurah

A dynamic speaker who shared some great ideas. This session provided us with a wake-up call with reminders about the keys of
customer service. A very good speaker with loads of relevant information. An excellent session, gave us lots to think about. Really interesting and inspiring.
Chief Executive Officer, Booksellers New Zealand

Without doubt the consensus of opinion gathered from graduates and executive indicated that you were an impressive, inspiring speaker. Your address was most relevant to the theme of the evening and your clever illustrations revealed that you had completed appropriate research into our industry. The simplicity of your message and its measured delivery was inspirational and contributed immensely to a successful event.
Manager Business Training & Development, BankWest

Graham’s dedication to what he believes in really shines through. He was engaging and well prepared, applied relevant material and delivered a high energy, entertaining presentation. Graham not only delivered a memorable and inspirational afternoon, we came
away with useful tools we could incorporate immediately into everyday customer service processes. Thanks again Graham!
Team Manager, WFI (Australian Insurance Group)

It was with great appreciation and expectation that you were able to come along and present new ideas and outlooks to many of our members that had not had the privilege of hearing you speak previously. It was great to hear them speak to each other after the
session on your different ideas that they were taking back to their businesses and would put into effect as soon as possible. It is positive feedback like this that makes the choice of guest speakers at our conferences such a major reason for our members to attend each year.”
Secretary, National Funeral Directors Association of Australia

Our go-to for customer service training is without a doubt Graham Harvey. His understanding of the motor-trade industry and its challenges ensured the program was pertinent and engaging. We implemented some immediate practical changes in the aftermath of the training that have had an enduring positive impact, and we continue to see the benefits of the program aligned with our Customer First Promise. I wouldn't hesitate to recommend Graham Harvey to any organisation, large or small, dedicated to providing their customers with the best experience.
Dealer Principal, Bunbury Hyundai, Bunbury Volkswagen, Geographe Ford

Since the [Design! Deliver! Delight!] workshop we have made many improvements and have noticed a real positive reaction both internally and externally. We have regular meetings now regarding ways we can improve or change the services we give to our clients
to enable us to provide them with the best experience possible. It’s amazing how one presentation can open so many opportunities for staff to share ideas. The changes in our office have made our team more effective and efficient.
Director, RSM Australia

… we received an overwhelming positive response from everyone who attended [Design! Deliver! Delight!] – a credit to Graham’s facilitation skills as we have a wide range of staff from high performing sales people to administrative roles. After personally being
involved in the agricultural industry for more than 30 years and having seen a wide range of presentations, I rate Graham with the very best, and have no hesitation in recommending him to present to any organisation – irrespective of their business or industry type.
Branch Manager, Landmark

Graham’s Design! Deliver! Delight! customer experience programme has made, and continues to make, a very positive impact and difference to the way we deliver service excellence to our valued customers. Everyone came away with tips and ideas about how to
deliver exceptional service to our customers. We all learnt how to be that point of difference in our industry.
Business Manager, Champion Lakes Vet Centre

… management meeting participants rated Graham’s Design! Deliver! Delight! Customer Experience presentation as #1. Graham took the time to understand our business, which ensured he was able to deliver a presentation that challenged our staffs’ view of the Customer Experience, whilst providing tangible suggestions and alternative practices tailored to suit our business. Participant feedback included: “one of the best speakers I have listened to. Very refreshing and easy to understand,” “excellent speaker, if he comes again I would
love to send other staff to listen to him speak.” “ I personally stand by his point that ‘Frontline Relationships drive Bottom-Line Results.” Thanks again for delivering a well thought-out, professional and highly engaging presentation.
Retail Sales Lead, Bendigo and Adelaide Bank

Your outstanding keynote address was exceptionally well received and as the opening speaker of the day, you truly set the stage for a terrific conference. I would rate you as one of the best speakers I have had the pleasure to work with. Your willingness to spend time tailoring your presentation and talking to members prior to and post the conference was most appreciated. I wish all the speakers I work with could be as generous and caring about the outcome of their efforts as you are.
General Manager, Boating Industry Association of WA

…since you provided training for our Front Office and Reservations teams we are achieving some fantastic results, both financial and customer service oriented. Your training has definitely assisted in creating an environment that is both stimulating and enjoyable and
the staff have picked up and run with the new initiatives and incentives that we developed from your training.
Rooms Division Manager, Cable Beach Club

As a small tourism business operator, your professional development workshops “Design! Deliver! Delight!” and the “13 + 1 P’s of Marketing” (and the accompanying materials and workbooks) have delivered some real “light bulb” moments, and have enabled us to make both subtle and significant changes to take our tourism product and guest services to a whole new level. During our many one-on-one business-coaching sessions, you have challenged our traditional thinking, and as such have empowered us to consider and implement new innovations whilst building on our well documented tried and tested business strengths. We appreciate and value your continuing encouragement, straightforward manner, and honest feedback during a transitional yet exciting time in our family business – thank you!
The Beach House at Bayside

The feedback we received from delegates was extremely positive. They enjoyed your candid observations and practical advice on how to provide a great customer service experience and keep their patrons coming back.
Chief Executive Officer, Australian Hotels Association WA

The guests and staff of Gold Coast Tourism have all provided exceptionally complimentary feedback regarding your customer service presentation. The content and style of your presentation were both outstanding, and well received by all guests who admitted that they have seen many speakers and presentations over many years – this is a credit to you Graham.
Gold Coast Tourism

Graham delivered his Design! Deliver! Delight! Customer Experience programme to our Management Team and Heads of Department with a great deal of energy and passion, which engaged the group immediately and had them ‘spellbound’ for the entire presentation.
All participants said, “WOW, what a great day!” Graham’s enthusiasm and ability to deliver great content, real life examples and talk from real experience brought the whole group together to discuss our business! I highly recommend Graham’s expertise and we will certainly be continuing to use him in the future for more of the same!
General Manager / Owner, Abbey Beach Resort

On behalf of Australia’s Golden Outback, I just want to thank you for coming to Esperance and Kalgoorlie and conducting your service presentations. The manner in which you delivered the information kept everyone entertained for the full duration at each location. The fact that you use real life examples from other major companies ensured that everyone related to your message and they all left saying they could apply some aspect of what they learnt for their own business. I personally feel the whole State could benefit from your
seminars.
Chief Executive Officer, Australia’s Golden Outback

Your involvement in carrying out facilitation and planning sessions for both the Board and the TCWA State Tourism Council has assisted Board and management in identifying and addressing key issues within the industry. In addition, your fantastic workshop “Designing the Great Tourism Experience” resulted in a lot of very positive feedback from the attendees and has assisted them in marketing and development of their own staff and businesses. The creative way in which you express these ideas inspired new thought processes to assist the industry in creating new business opportunities and processes.
Chief Executive Officer, Tourism Council WA

As you highlighted in your presentation, the Taxi industry has some significant challenges with community perceptions and service standards. Technology and smartphone applications are also changing the way the industry operates and customer’s expectations of
service. Your presentation was very well received … comments included “Graham presented some practical examples that I can and will easily implement into my business." Your presentation was a significant contributor to the overall success of the conference. (International Taxi Conference 2014).
Chief Executive Officer, Taxi Council of Western Australia

Graham impressed from the start with his attentiveness to our training requirements and as a result tailored his instruction specifically to our staff. Graham presents the Customer service message with new ideas and practical examples. His idea’s have impact and can be put into practice immediately. He instils staff with a belief in personal responsibility towards customer service. His presentation also produced noticeable increases in team spirit between staff. We completely recommend Graham Harvey as a team based Customer Service Coach.
Operations Services Coordinator, Westralia Airports Corporation

Graham Harvey’s presentation was very thought provoking and inspirational. Delegate comments included: I have come away with some simple to implement changes to our workplace and attitudes, as well as some more complex ideas which will be exciting to coordinate. It was refreshing to hear a customer service speaker who could actually relate the presentation specifically to the travel industry and to the business of relating to our travel consumers. The time taken to thoroughly research our industry sector and provide relevant training has been appreciated and we look forward to talking with you in regard to future opportunities.
Operations Manager, Travellers Choice

After seeing Graham’s presentation at the Hospitality Expo, I knew his Service EQ Workshop was just what we needed to empower our business. Graham thoroughly engaged our team leaders with exciting insights into the delivery of excellence in customer service. For us, it was about nurturing our own culture with a deeper understanding of the most essential elements of service. Design! Deliver! Delight! has brought some really great stuff out of our team, and four weeks later we are still gaining momentum. I would highly recommend Service EQ to any business that wants to gain a competitive advantage by earning lots of rave reviews!
Proprietor, Settlers Tavern, Margaret River

On behalf of Caravan Industry Australia WA, I would like to thank you for your professional presentations at our annual conference. The comments from our evaluation sheets were all excellent. Your research of our industry and easy approach made the sessions of great value to our members. It was a pleasure working with you and thank you for contributing to the success of our conference.
Executive Officer, Caravan Industry Australia, Western Australia

Your outstanding keynote address was exceptionally well received and as the opening speaker of the day, you truly set the stage for a terrific conference. I would rate you as one of the best speakers I have had the pleasure to work with. Your willingness to spend time tailoring your presentation and talking to members prior to and post the conference was most appreciated. I wish all the speakers I work with could be as generous and caring about the outcome of their efforts as you are.
General Manager, Boating Industry Association of WA

The real value of the Design! Deliver! Delight! programme has been the increased awareness by all staff of the importance of each of the hundreds of customer touch-points that occur every single day here at the Lighthouse Beach Resort. As such, greater attention to detail in all aspects of service delivery is occurring and staff have become far more proactive in anticipating the needs of guests and taking personal responsibility to ensure that every guest has a memorable experience during their stay with us. We have seen a dramatic increase in the number of positive Trip Adviser reviews and our staff now foster and embrace all feedback that they receive.
General Manager, Lighthouse Beach Resort

We invited Graham to speak at our New Zealand Taxi Federation conference after hearing him address a similar conference in Perth. Design! Deliver! Delight! showcased the detail some companies around the world are prepared to go in order to meet their customers’ expectations time and time again. More importantly, Graham was able to transmit the important message that showed these efforts being directly translated into bottom line gains. Linking these two fundamental concepts together in an enjoyable and entertaining speech struck a chord with the audience and produced some very positive feedback. I would also like to highlight Graham’s personal style and desire to help. One of our speakers was unable to attend and Graham kindly stepped in with an impromptu exercise that helped cement some of the themes he had talked about. We will undoubtedly be inviting Graham back to address us again in the near future to help reinforce these themes.
Executive Officer, New Zealand Taxi Federation

Graham is someone who truly cares about his customers, a characteristic which is so important in the hospitality industry. His vast experience in the industry has provided him with a wide range of real life hands-on experiences, which he incorporates into all his
training and seminars; they aren't stories he has read from books, they are real and from the heart. Graham has strong emotional intelligence which allows him to deal with people from all strata’s of life in a way that engenders good relationship building and the establishment of a sense of ‘team’ that is essential in today’s volatile business environment.
Chief Executive Officer, Joondalup Resort & Country Club

On behalf of the staff and partner sites of Scottwood Group, I want to send a sincere thank you for your valuable contribution to our conference. The feedback that we have received has been extremely positive. The strong attendance at your follow-up workshop shows that the ideas you presented did indeed spark new and innovative thinking – the asking of new questions – in our partner operators. To many, it would have been a new experience, so thank you.
Chief Executive Officer, Scottwood Group (NZ)

Graham presented his half-day Design! Deliver! Delight! customer experience workshop at the recent SA Parks Annual Conference. The workshop was a great success. Delegate feedback stated how much value people got out of the session and the great practical advice and ideas they could take back to assist them with running their respective Caravan Parks. Graham was an enthusiastic and generous speaker whose ideas and examples were very pertinent to the tourism and hospitality industries. We would have no hesitation in recommending Graham to assist tourism operators to improve their business and customer service in the dynamic and changing tourism market.
Executive Officer, SA Parks

Graham was just the tonic we needed to help us refresh our brain power and thinking and from that develop our own strategies to moving forward and giving us a point of difference in our services offered. Graham is passionate about his programme [Design, Deliver, Delight], is himself customer service driven, and delivers his training in an engaging, collaborative, thoughtful, and easy to listen to style. The senior executive team enjoyed the session very much and we commenced exploring the ideas that came out of the workshop straight away.
Chief Operations Officer, Seashells Hospitality Group

If you want someone to come into your business to deliver all the information you find in business books, to work to a fixed agenda and to make everyone feel good, then Graham is not for you. But, if you want someone who tells the truth, deals with the real issues, talks from personal experience in business and life generally and who works with you so that your company can group and prosper, call Graham Harvey.
.au Domain Administration

Graham Harvey's Design Deliver Delight Customer Service seminar really altered, for the better, both our processes and our thinking. It was a very thought provoking seminar and has brought about the change that we needed to take our business to the next level of customer service excellence. Graham's enthusiasm, professionalism and passion for the customer experience are infectious. I highly recommend this seminar for any business large or small.
Ryde Building Company

Without doubt the consensus of opinion gathered from graduates and executives indicated that you were an impressive, inspiring speaker. Your address was most relevant to the theme of the evening and your clever illustrations revealed that you had completed appropriate research into our industry. The simplicity of your message and its measured delivery was inspirational and contributed immensely to a successful event.
Bankwest