Graham Harvey in Albany, Western Australia | Consultation agency

Graham Harvey

Locality: Albany, Western Australia

Phone: +61 403 262 988

Address: 14 Hewett Rise 6320 Albany, WA, Australia

Website: http://www.grahamharvey.com

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• Business service
• Consultation agency
• Business consultant

25.01.2022 One of my mantras is ‘Face-to-Face is the New Black.’ And whilst COVID led social distancing has forced an immense amount of online communication via various platforms like Zoom & Go-To Meetings, my belief in face-to-face as the preferred & most effective form of communication has only been strengthened. Get prepared for the bursting of the pent-up demand for genuine human contact. As one of my coaching clients put it so eloquently yesterday ... one more f&@king Zoom meeting this week & I will scream. Enjoy your Zoom-free weekend.

24.01.2022 The word on the street? Its depressing to observe the billions of dollars being poured into the unmeasurable black hole of media advertising when there is universal acceptance that the most powerful and effective driver of increased customer visitations and revenue generation is the word on the street. The word on the street is the shared narrative of your customers most recent experience of doing business with you. A narrative based on what they saw, heard, smelt, tasted, ...touched, and how they emotionally connected with your people and your product and service offerings. The word on the street is what people are saying about you when you are not present, after you have left the room, or whilst your back is turned. The word on the street is your reputation, your brand, the maker or breaker of your future success. So how do you ensure the word on the street is a positive one? Well firstly, creative advertising, fancy logos, and catchy taglines wont make a speck of difference, however, designing and delivering a standout customer experience that delights even your most demanding customer with exceptional value will. So, who controls the word on the street? You do! Because the word on the street is your customers' story of how well you did or didnt take care of them. See more

24.01.2022 Customer Service is NOT the same as Customer Experience. Customer Service is what your business gives ... Customer Experience is what your customers receive. Service & experience are polar opposites. You can control service ... you can only influence experience. The quality of the service you deliver is totally under your control, whereas the experience your customers receive is not. You have zero control over your customers expectations or past conditioning which greatly inf...luence the quality of their experience in doing busines with you. As such, focus only on what you & your team can control ... delivering outstanding levels of Customer Service. Afterall, it's the only competitive advantage you have left. See more

24.01.2022 There is no secret DO THE WORK!! How often do we see or hear the term The Secret of Success? Just look at the dozens of book titles containing the word secret the secret to this the secret to that the secrets of the list goes on. Lets set the record straight once and for all there is no secret. There is only one sure-fire pathway to success in any chosen endeavour its called DO THE WORK!!... Take a look at any successful entrepreneur, business owner, manager, musician, artist, sportsperson, scholar, scientist, author, service professional, tradesperson, or student, and there is one thing they all have in common countless hours of hard work to achieve mastery in their respective art or profession. The Beatles legacy didnt happen by accident, Roger Federer hasnt remained at the top of world tennis by luck, and Elon Musk works between 80 and 90 hours per week. If you want more sales ... make more calls. If you want to find more oil ... drill more holes. If you want to get better at golf ... hit more golf balls. Identify the activities that deliver your best results then develop a non-negotiable discipline to execute over and over again to achieve your goals. For your best year ever in 2019 DO THE WORK!!

23.01.2022 Love the speaking life. Six presentations for the week ... time for a well deserved beer. Lots of happy participants all committed to raising the service bar in their respective organisations. WHO SERVES WINS!

23.01.2022 A timely quote from one of my literary mentors: "We need our public and private Churchills, leaders who can re-imagine, who can call forth wellsprings of daring and guts and spirit and spunk, from one and all, to topple the way things may have been for many generationsand who inspire us to venture forth into todays and tomorrows whitewaters with insouciance and bravado and determination. Tom Peters

22.01.2022 Service quote of the day The best way to find yourself is to lose yourself in the service of others - Mahatma Gandhi #whoserveswins #designdeliverdelight #grahamharvey.com

22.01.2022 Good news! Bad news! The bad news is, your current standard of customer service (no matter how good you think it is) is costing you sales. The good news is, if you increase the quality of your customer service, you will increase your sales. Customer expectations are increasing every day. What are you doing to keep ahead of the customer demand curve?

21.01.2022 Service quote of the day: Service it costs nothing less than everything TS Eliot #whoserveswins #designdeliverdelight

20.01.2022 Business is not hard, however it is hard work. I copped some pushback in comments I made about regional accommodation providers blaming Airbnb for a downturn in their business. If that were true, why are some of their competitors doing well? Ill tell you why. Instead of blaming others, new market entrants, the government, or the weather, they are working hard (& smart) putting a lot of effort into designing & delivering an exceptional standout customer experience. They also... know who their customers are, where they are coming from, they keep in contact with them on a regular basis, & they are constantly tweaking & fine tuning their product & service offerings. I just had my best year ever in 32 years. How ... mostly because I worked harder than ever. I focussed on my business & my customers. Business is not hard, but it does require hard work. The days of just waiting for the phone to ring are over. If want more oil, drill more holes. If you want more sales, see more people. Simple ... but never easy. See more

20.01.2022 This morning I visited two pharmacys. One I will go back to, the other lost a previous client. Be present! Be pleasant!... And 90% of your customer service is handled. See more

20.01.2022 I first posted this advice 5 years ago. Even more valid today. 2015: Over the past few months, I have observed the following themes arising from coaching sessions across multiple clients. ... 1. You need to know your numbers - what annual revenues are you aiming for (real clarity, not fuzzy or wishful), & what your daily, weekly & quarterly productivity needs to be to achieve your goals. Measure, monitor, manage. 2. Schedule an entire day at the end of every quarter offsite to work on your business. Review last 90 days - preview next 90 days. (Email me if you want a copy of my six-step business planning/90-day futurestorming template). 3. Allocate protected time every week to grow your business. Too much time & focus on day to day operational issues is the major impediment to growth. Be disciplined as to when you are available to others. 4. Not enough 'me/fun' time. If you don't take care of yourself, it's impossible to sustain taking care of staff, customers & loved ones. 5. Get others to do the $10 an hour stuff. 6. Marketing needs to happen everyday, not just now & then. Develop a daily marketing activity discipline. 7. Meet up, face-to-face, with two existing clients every week. Business is about relationships ... you can't build relationships via bloody email or text. Get off your arse & visit people. 8. DO THE WORK!! That is all. Make 2021 your best year ever. Merry Christmas.

20.01.2022 Best wishes to all finalists, especially seven of my clients, in this year's WA Tourism awards. Wishing you & your respective teams all the very best.

19.01.2022 EQ eats IQ for breakfast. Customers are emotional, NOT digital beings. Being able to read someones face & body language is far more important than simply reading whats on your screen. Face-to-face is the new black

19.01.2022 Service quote of the day: The only profit centre is the customer. Peter Drucker #whoserveswins #designdeliverdelight

19.01.2022 Service quote of the day: Quality in a service or product is not what you put into it. Its what the client or customer gets out of it Peter Drucker #whoserveswins #designdeliverdelight

19.01.2022 Different times will require different questions to uncover different answers. We cannot solve our problems with the same thinking we used when we created them -Albert Einstein. Kia Kaha

17.01.2022 The quality of the experience determines the quantity of the spend.The quality of the experience determines the quantity of the spend.

17.01.2022 The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant. - Max De Pree. I totally agree. Servant Leadership.

16.01.2022 The importance of knowing the digital unknown. Over past months, I asked dozens of business owners how their digital marketing was going? Varying versions of great was typically their reply.... My follow-up question was how much new or additional business has it generated for you? Response uncomfortable silence, followed by some feel-good mumbo-jumbo. Not one was able to provide a quantitative answer to my question. Plucking words from Brené Browns famous TED talk if you cant measure it, it doesnt exist! I am not knocking the power and value that digital marketing can deliver for a business organisation. What I am questioning is the deliverables of most SME digital campaigns and their social media presence. Cynically, I believe the number one generator of views and clicks on many business social media platforms is narcissism businesses regularly checking up on themselves. Why would you invest a single dollar or minute of your time on any marketing activity when you have no idea what the likely return will be? Spend your time and dollars wisely people. Be prepared to ask the tough questions of your digital media marketing advisors before you press go! If they cant provide quantifiable answers or credentialed testimony from past clients save your money.

16.01.2022 Customers or employees ... who are more important? This question is yet another example of the danger of OR! ... a question that implies choosing one over the other. The answer is both ... customers AND employees. Sometimes we confuse importance with sequence. In this instance, both are important, however in order to take care of one group (your customers), you first have to take care of your other group (employees), by investing in their ongoing professional development & eq...uipping them with the best of resources. This in turn, empowers & enables your staff to take excellent care of your customers. Employees first, does not mean customers second ... they are equally important. See more

15.01.2022 Graham Harvey - Service EQ Purpose: To inspire & empower business to design & deliver standout customer experiences by creating cultures of service excellence.... Principles: Love ... kindness & compassion underpin our every thought, word & deed. Integrity ... our actions match our words, we do the right thing, always. Fun ... joy & happiness are our markers for being on purpose. Excellence ... striving to be & do the best maintains our momentum. Our principles spell L.I.F.E. #whoserveswins #designdeliverdelight

13.01.2022 Ultimately, your brand is the word on the street. The word on the street is the narrative of your customers last experience of doing business with you. Who controls the word on the street? You & your entire team do.

13.01.2022 GRRR!!! When I make a telephone call, there are only two things I require. 1. To speak to a human being. 2. To speak to a human being who can answer my question. I DO NOT wish to speak to some voice activated robotron who proceeds to waste a valuable chunk of my life asking inane questions about my DNA sequence.... For gods sake all you idiot companies out there ... put people back in charge of answering your phones. See more

13.01.2022 There is no highest number. Equally, there is no highest standard of service excellence. So no matter what level of service you delivered today, you can do better tomorrow ... and you would be well advised to do so, because customer demand and alternative options available, are both increasing exponentially. Maintain current service standards at your own peril. #whoserveswins #serviceexcellence

13.01.2022 Who likes how you are?

11.01.2022 Another quality of true Leadership: I got it wrong. I f$&@?d up. Ive listened & am taking action to implement the lessons learned. I am sorry. I had to change the spelling of f@&jed because of Facebooks ridiculous profanity rules.

11.01.2022 RESULTS ... NOT RHETORIC! If your marketing is not producing an increase in either sales or market share (preferably both) ... its simply not working. Know your numbers!

10.01.2022 Service quote of the day Service is the rent that you pay for room on this earth - Shirley Chisholm #whoserveswins #designdeliverdelight #grahamharvey.com

09.01.2022 Service quote of the day: I don't know what your destiny will be, but one thing I know: the only ones among you who will be really happy are those who have sought and found how to serve - Albert Schweitzer #whoserveswins #designdeliverdelight

08.01.2022 Takers: short term winners, long term losers. Givers: short term losers, long term winners. Play the long game. #whoserveswins

08.01.2022 Day 14 ... final day of self-isolation. Observation: In his classic book ‘The E-Myth’ Michael Gerber espouses the importance of taking regular time out to work ON you business, as opposed to the usual day-in, day-out working IN your business. I totally concur with his advice & recommend (as many of my clients now do) at minimum, a day be set aside EVERY 90 DAYS! However, COVID-19 has provided most businesses with a golden opportunity called time, to ‘Futurestorm’ your busine...ss. Be sure to maximize this opportunity to plan ‘business after the pandemic.’ If you wish to receive a complimentary copy of my ‘90-day Futurestorming’ template, email me [email protected] Looking forward to that glass of red at 7pm tonight, & beach walk (solo) tomorrow morning. Kia Kaha See more

08.01.2022 Service EQ Our Purpose: To create cultures of service excellence that inspire & enable business to design & deliver standout customer experiences.... Our Principles: Love ... kindness & compassion underpin our thoughts, words & actions. Integrity ... our actions match our words; we do the right thing . always. Freedom ... happiness is the marker of being responsible & on purpose. Excellence ... striving to always be & do our best maintains our momentum.

07.01.2022 Every business organisation has a culture, whether acknowledged or not ... BUT, is it a culture crafted by choice, designed to deliver your future aspirations, or simply created by unguided chance? Is yours a culture founded on clear, agreed, & non-negotiable values ... understood & committed to by every member on your team? Are there also agreed consequences for not living those values? The difference between the All Blacks & the Wallabies has little to do with their ability to play rugby ... it has everything to do with the robustness of their respective team cultures. As Drucker once said, culture eats strategy for breakfast.

07.01.2022 The future is bright for the MRCCI

07.01.2022 Anything less than a 90% Customer Experience approval rating leaves your business extremely vulnerable to circling competitors. But do you actually know what your true service ratings are? Most businesses suffer from EPG (Experience Perception Gap). The often large gap between what you perceive your customers think about your level of service, versus what they actually report should you ever decide to engage in serious dialogue with them. Never assume you know!

06.01.2022 Response determines outcome! Freeze = lose/lose Fight = win/lose Flight = lose/win Flow = win/win... Unless your respond to any customer, employee, situation or challenge from a position of Flow, you will never achieve a win/win outcome. See more

05.01.2022 Day 14 ... final day of self-isolation. Observation: In his classic book The E-Myth Michael Gerber espouses the importance of taking regular time out to work ON you business, as opposed to the usual day-in, day-out working IN your business. I totally concur with his advice & recommend (as many of my clients now do) at minimum, a day be set aside EVERY 90 DAYS! However, COVID-19 has provided most businesses with a golden opportunity called time, to Futurestorm your busine...ss. Be sure to maximize this opportunity to plan business after the pandemic. If you wish to receive a complimentary copy of my 90-day Futurestorming template, email me [email protected] Looking forward to that glass of red at 7pm tonight, & beach walk (solo) tomorrow morning. Kia Kaha See more

04.01.2022 Reality check people. When you put your business card in a bucket for a door prize at a networking event, expect to get contacted by the sponsor of the door prize. If you dont want to get contacted, dont put your card in the draw ... SIMPLES!!

04.01.2022 Not all readers are leaders, but all leaders are readers Harry S. Truman I first heard that quote in 1986 whilst attending a Jim Rohn seminar. Over 1,500 books later, it was easily one of the best pieces of advice I ever received. Here are twelve of my favourites (in no particular order)... Critical Path R. Buckminster Fuller In Search of Excellence Tom Peters Good to Great Jim Collins Setting the Table Danny Meyers Focus Al Ries Influence Robert Cialdini The New Gold Standard Joseph A. Michelli The Art of Happiness Dalai Lama Dare to Lead Brene Brown Legacy James Kerr This is Marketing Seth Godin And finally, the book I have read at this time of the year ever since 1993, The Only Planet of Choice Phyllis Schlemmer I wish you all an enjoyable Festive Season, and may 2019 be blessed with good fortune & great books. (I might even get my new book finished.) Much love, Harvs #whoserveswins #designdeliverdelight

04.01.2022 Values are ONLY values if they are non-negotiable, no matter the consequences. https://amp.theguardian.com//san-diego-loyal-manager-lando

01.01.2022 Service quote of the day: If youre not serving the customer, your job is to be serving someone who is Jan Carlzon #whoserveswins #designdeliverdelight