Graham Harvey Travels from WA
Fee Range: :$5001 to $10000
Graham Harvey's Biography
He is recognised as one of Australia’s
foremost thought leaders on Service Design, Customer Experience and
Relationship Marketing. Graham holds a Bachelor of Commerce from Curtin
University in Perth, Western Australia with a major in Tourism Management; and
in 1999 won the Western Australian Professional Speaker of the Year Award for
speaking excellence and service to the speaking industry.
Born in New Zealand, he spent twelve years in the travel industry including a time
as District Sales Manager for UTA French Airlines and was a Director of a
successful corporate travel agency for a number of years. During this period,
Graham was a member of the National Executive of the New Zealand Export
Institute, before moving to Perth and establishing his own import distribution
company.
In 1986 Graham purchased a distributorship
with Success Motivation Institute and in 1987 was awarded the coveted SMI
Australasian Motivator of the Year Award. In 1990, he founded Quantum Results,
a Western Australian based management and marketing consultancy, providing
consulting, speaking, training and facilitation services in the areas of
strategic planning, customer service and relationship
marketing. (Quantum Results re-branded as Service IQ in 2012, and is currently
rebagding as Service EQ.)
Since then, he has continued to work with a
multitude of companies, organisations, and institutions across Australia and
New Zealand and throughout the Asia Pacific region helping them grow their
business by achieving greater clarity of future, building high performance
cultures of excellence, and designing and delivering innovative customer
experience and relationship marketing strategies.
With a passion for researching global
business trends and an ability to convey the complex in simple terms, Graham is
a dynamic speaker whose personal mission is ‘to challenge, inspire and empower
individuals and organisations to create, build and grow futures of greatness
through vision, innovation and service’.
Graham is a Past President of Regional
Chambers of Commerce and Industry - Western Australia and the Rotary Club of
Millpoint - South Perth, and a past board member of the Albany and Bunbury
Chambers of Commerce and Industry.
Graham is not afraid to tell you the
truth … he will share with you what’s really happening in these turbulent times
of disorder and disruption. And, based on his years of experience and ongoing
research, what it is that today’s discerning and demanding customers actually
want. Equally important, he will show you how and what it takes to design and
deliver a standout customer experience and develop a high performance culture
of service excellence.
Graham’s hard-hitting take-no-prisoners
presentation style is not for everyone, however if you have strong aspirations
for your business to be or remain a leader in your field, and you know that a
business-as-usual mindset will no longer cut it, them Graham Harvey is the
invigorating breath of fresh air that your next conference or staff training
has been looking for.
Speaking Topics Include
Design! Deliver! Delight!
Winning strategies to develop a great customer
experience & a high performance culture of service excellence.
Professional Selling Skills…
This half-day professional development workshop addresses the following
issues:
Prospecting and lead generation
Preparing for the sale
Obtaining the appointment
Punctuality and appearance
Establishing rapport
Identifying needs and wants
Presentation of the product and/or service
Handling objections
Asking for the order, finaiising the sale
Obtaining referrals
Commitment to future service
Why sales and service is a team event
Sales goals & activity plans
13 + 1 P’s of Effective Marketing
Effective marketing has little to do with placing an ad in the local
newspaper or industry magazine and then hoping that someone will see it and do
business with you. It has everything to do with knowing exactly who your ‘choice-rich, time-poor’ customers are, where
they come from, what they want, what price they will pay, and what it takes for
them to keep doing business with you, verses the countless options they have
available in today’s crowded marketplace.
Marketing 101 traditionally cites 4 P’s; Product, Place, Price and
Promotion. This half-day hands-on reality-based workshop covers another ten to
incorporate into your business practices.
Developing a One-Page Business Plan
Mission
WHY are we here?
Vision:
WHERE are we going?
Values:
WHAT guides our decisions?
Strategies:
HOW do we plan to achieve our vision?
Objectives:
WHEN will
our stated aims and objectives be achieved?
Priorities:
WHO is accountable for what in the next ninety days?
Effective Time, Task & Self-Management
If getting more done in less time with less stress is what you and your
staff are looking for, then this powerful half-day professional development
programme is for you.
The take-home value for participants includes:
Effective use of a diary or time planning system.
The importance of personal and organizational goals.
Formulating a daily ‘do-list’ and prioritizing tasks.
Setting up efficient work areas.
The three D’s of handling paper-flow.
Effective intra-office communication.
Running productive and time efficient meetings.
The art of delegation – empowering others.
The telephone – blessing or curse?
Managing email traffic.
Dealing with emergencies – putting out fires.
Learning to say NO!
Getting
A Life – integrating work/life balance
Most goal setting templates view life as having four different aspects
such as mental, spiritual, physical and social. Others expand that view
slightly by including financial and family goals.
Some years ago, Graham Harvey developed a ground-breaking goal setting
methodology that enables life to be broken down into not four, nor six, but
twelve different areas. Users of this model all report being able to more
specifically identify and clarify what it is they truly want to be, do, and
have in all twelve areas of their lives, and to develop the necessary focus and
discipline to achieve previously elusive goals. As such, they find they are
better equipped to develop plans and actions leading to quicker and more
fulfilling achievement of their goals, and achieve greater balance in their
lives.