Skip to main content

Don Hales
Keynote Speaker

What they say about Don:

“Thank you for your presentation on “Profit From Great Service” at the Customer Strategy & Management Conference in Birmingham. It’s always great and very encouraging to see someone as enthusiastic and motivated about service and quality related issues. Well done, a very energetic, interesting and entertaining presentation” Jodie Armore-White, Leading Australian Consumer Affairs TV Presenter.

“….your presentation caused me to deeply consider many issues that I have been struggling with in my own business. I have more clarity and a direction and purpose, much of which I can attribute to your message. I can honestly say that of all the speakers, your message has stayed with me.” Kerry Groves, Director, Maximum Integration Technologies Inc, Canada

“Thank you so much for your talk. It was really useful and absolutely essential to the well being of any thriving company. I found the notes so positive, sensible and uplifting that I am now itching to review our customer service attitudes, as I am sure they can be greatly improved” Julia Muir-Jones, London Calling

And

“Your contribution was fantastic. Many delegates said they found your message extremely interesting and totally relevant to their business. It reinforced the company’s strategy on Customer Service. You fully entered into the spirit, adapted your presentation to meet the theme in a humorous way without compromising your material in any way whatsoever and added value by attending the dinner.” ClearChannel/LiveNation

Don has presented in over twenty countries and has appeared at some of the most prestigious conferences in the world’s leading venues. Whether addressing audiences of 100 or 2,000 he has delegates roaring with laughter one moment and spellbound in silence the next.

Don's Presentations

Don is happy to work to the customer’s brief but his stock-in-trade presentations (all of which can be tailored to customer needs with case studies relevant to the customer’s sector or issues) are as under:

Customer Service – is it worth it?

This session (which can also be run as a management workshop in conjunction with Leadership topic below) explores the relationship between customer service (both positive and negative) and the financial well being of an organisation. Subjects covered include: 

  • Understanding what is meant by good customer service
  • What are the true costs of mistakes, complaints and delays?
  • The value of retained business
  • The hidden costs of poor service

Customer Service Leadership

Using leading edge new research Don reveals the secrets of success in customer service leadership. It can also include a personal assessment of each individual’s current leadership profile.

  • What identifies a great customer service leader?
  • What difference can a customer service leader make to an organization?
  • How do you spot, develop and nurture customer service leadership.

A Complaint is not a gift – it is far more valuable

Although it is often said that a complaint is a gift, Don argues that this is not so as there is always the price of a dissatisfied customer to be met. However complaints are valuable and this session concentrates on important elements of complaint handling, including: 

  • How to generate customer feedback, including complaints, so that you really know what your customers think.
  • How to satisfy complainants, even when give them what they want.
  • How to convert complaining customers to raving fans.
  • What are the secrets of the top complaint handling companies?

Selling through service

The links between service and selling are many but many service staff shy away from the concept of providing a service that leads to more busy. This session helps delegates understand the benefits to customers, colleagues and the personal satisfaction that comes through providing the ultimate service. No longer will staff hold back from going that extra mile to win sales as part of service delivery.

The Flying Red Pig

Don’s an amazing motivational keynote. A highly personal and totally unique presentation that will have delegates enthralled. Laced with humour and wow moments, Don’s story is particularly recommended for conferences dealing with sales, customer service, marketing, leadership, change management, personal development or overcoming adversity issues. Don guarantees that he will amaze, enthrall and inspire his audiences with a presentation that they will remember forever.

“….found your speech both provoking and innovative and all of us took something from it. I know I will be re-looking my goals this weekend – watch out world” Gillian Maxwell, Young Business Group, Ireland

“Your presentation was truly captivating. You were able to connect with the audience and present your themes of perception and perseverance. I have already told your story to colleagues and recommended you as a speaker.” Jason Salus, Director of Sales, Inn On The Park, USA