Roger Heale – Executive Officer | New Zealand Taxi Federation

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 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. Evidence of the effect of Graham’s words can be seen with the arrival of Uber in New Zealand. A global phenomenon, the App has had little traction in our deregulated market where convenience, service and quality are now premium commodities. In fact, our most recent conference just closed with a number of speakers who, successful in their own fields, reiterated Graham’s message. It is clear that the New Zealand government wishes to allow a fully competitive market and without understanding the importance of the consumer and providing a consistently high service, the Taxi industry would be struggling. Now it is solely focused on innovation and consistent improvement. 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.

Roger Heale
Executive Officer
New Zealand Taxi Federation