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 […]
We invited Graham to speak at our New Zealand Taxi Federation conference after hearing him address a similar conference in Perth. At the time, we felt that too many of our organisations were focusing themselves on the wrong side of the business and neglecting the most important aspect: the Customer. Design! Deliver! Delight! Showcased the […]
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 […]
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 […]
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 […]
As a small tourism business operator, your professional development workshops Design! Deliver! Delight! and the 13 + 1 Ps 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 […]
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. Bradley WoodsChief Executive OfficerAustralian Hotels Association WA
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 […]
On behalf of Australias 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 […]
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 […]