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Design Deliver Delight

ACCI is pleased to present the Design Deliver Delight workshop in Albany, presented by Graham Harvey, Service EQ with a special ACCI Member offer of $100 discount.

Since its launch of Design! Deliver! Delight! in 2009, over 600 Western Australian businesses have been enjoying increased financial returns and market share by having participated in WA’s most acclaimed customer experience and service excellence professional development workshop.

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During these tougher than usual economic times, you and your team have no doubt been working harder than ever before, but may be struggling to maximise desired results as consumers are spending less, spending elsewhere, and your margins are being squeezed tighter than ever.

The NUMBER ONE strategy for you to create a compelling competitive advantage, is to design & deliver a superior customer experience that delights even your most demanding customer.

However, great service doesn’t happen by chance … it is the result of detailed design, disciplined delivery, and distinctive delight.

So …

How do you get ‘choice-rich, time-poor’ consumers to choose you, & NOT your competition?

How do you create a compelling competitive advantage in today’s ‘same-stuff, same-price’ marketplace?

How do you get them to shop locally, & NOT online?

How do you create a standout ‘point of difference’ instead of drowning in a ‘sea of sameness?’

The answers to these questions, plus a whole lot more, are revealed at Design! Deliver! Delight! … and it’s on again:


Date: Wednesday 12 June
Time: 8:45am – 1:00pm
Venue: Albany Golf Club
Cost:  $247.00 (inc.GST)

SPECIAL OFFER FOR ACCI MEMBERS: enter the CC100 promotional code and receive a $100 per person savings.

Net price: $147.00 (inc.GST)

We hope you can join us to experience why over 600 WA businesses have already participated in this results-producing programme.


Here’s what seven highly-respected Great Southern business leaders had to say:

“All of us here at Albany Carpet Court are of course delighted to win the 2018 ACCI Business of the Year Award. Clearly it takes a lot of hard work and commitment to our customers to achieve such an accolade. But it’s also about working smarter and investing in the professional development of our team. Participation by all staff in Graham’s Design! Deliver! Delight! customer experience and service excellence programme has played an important role in our successful business development and growth strategy. I highly recommend Design! Deliver! Delight! to any business owner wanting to excel in these tough economic times.”
Jane Barslund – Owner, Albany Carpet Court

“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. All this culminated in us winning the Hosted Accommodation Gold Medal at the 2016, 2017 and 2018 Qantas Australian Tourism Awards, and being admitted into the Australian Tourism Hall of Fame. We appreciate and value your continuing encouragement, straightforward manner, and honest feedback during an exciting time in our family business – thank you!”

Craig & Sally Pullin – The Beach House at Bayside, Albany

“Graham Harvey from Service EQ has been a very important part in assisting us with the design and delivery of providing our cellar door and restaurant guests with an extraordinary customer service experience. Graham's meticulous attention to detail in creating a memorable customer experience and service excellence, communicated through his excellent professional development programme Design! Deliver! Delight! (which we have participated in), has enabled us to set a very high benchmark in terms of the standards and quality that we have built into our service systems, processes and staff development. This has also enabled us to stand out and create a highly distinctive point of difference in a very competitive marketplace.”

Garry Capelli – Managing Director/Vigneron, The Lake House, Denmark

“I thoroughly enjoyed Design, Deliver, Delight, in fact I didn’t want to leave. The presentation is engaging and tangible. The workbook is perfect to write notes and refer to later. What Graham preaches, he puts into practice with his own presentation … the choice of a comfortable venue, name tags, the way he addresses the audience, and delicious catering to name a few examples. His presentation is fun but with a purpose, and that purpose challenged me to not only lift my standards, but to work with other people who lift my standards. I highly recommend this presentation to everyone because we all deserve to strive for the highest in business.”

Kim Tyrer – Chief Executive Officer & Winemaker, Galafrey Wines, Mount Barker

“We have used Graham on many occasions in a variety of roles, from delivering his renowned Design Deliver Delight customer experience professional development workshop to all our doctors and staff, to facilitating strategic planning sessions for our senior management team. Our overall experience has always been hugely satisfactory, and it is particularly in regard to the latter that we found significant value from Graham’s contribution. His raw passion for customer service combined with his keen interest in knowing our business in detail, made him as much part of the team as he was the facilitator, whilst never allowing this to detract him from his primary role, facilitating. We have also greatly valued his continuing support and encouragement for the future growth and development of our business. It is for these reasons that I will always turn to Graham for advice and he’ll be the first person I contact when next we require someone to lead a strategic planning session.”

Chris Swarts – Chief Executive Officer, Priority MediCentre


“Your Design Deliver Delight session was well received by our staff as indicated in their feedback surveys after the

event. Comments such as “enlightening” and “very informative and enjoyable” came through. With both administration and professional staff in attendance, it was good to have your message adopted across the board for all staff regardless of their role in the organisation. I highly recommend this workshop for any business in the professional services sector.”

Jo Gilbert – Director, RSM Australia


“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.”

Nigel Ryde – Director, Ryde Building Company

Later Event: 19 June
June BAH 2019