Chris Daffy

His book, ‘Once a Customer - Always a Customer’ was first published in October 1996. Advance orders from Chris’s existing customers made it an instant best seller and the first print run sold out in just 9 months. Since then there have been four more print runs and the book has been published in India and America.

He also has two video training programmes. The first called 'Famous for Service' was launched in 1999 and has since been used by hundreds of businesses to help management and staff learn new ways to boost customer service levels and customer loyalty. His latest video programme, called ‘How to WOW your Customers’, was released in April 2001 and is now another UK best seller. Over 1000 organisations now use his videos and DVDs for staff training.

Chris has a reputation for providing practical, easy to understand ideas and advice based on experience, research and common sense. His presentations are entertaining, energetic, inspirational and packed with simple concepts that are of immediate value to any business.

He is as much at home chairing events as he is at presenting. He has chaired many key large events including the Worldchoice Conference, The Annual Mustard Business Awards, The European Conference on Customer Service Management, and track sessions at the World Conference on Customer Management in America. As an indication of how good he is at this, in all these cases he has been asked to do it at least twice.

His better known customers include –

Here are some examples of what people say about Chris:

"Chris was a huge success at our event on the 6th October. Would recommend him anytime!”
Kareen Hastrick, Omnetica.

“You have been an inspiration and I have found your material of great value for in-house training for our Senior Officers and Staff; as well as personal development."
William J McGurk - President & Chief Executive Officer, The Savings Bank of Rockville, USA.

"In the year since Chris Daffy spoke at our national Customer Service Conference we are delighted that Plus Ones', 'WOW's' and 'Plussatisfaction' have become Bank of Scotland buzz words. This makes a refreshing change from the jargon often associated with financial services and has helped us reinforce a customer first philosophy in the hearts and minds of every one working for Bank of Scotland-"
Andy Betchley - General Manager, Bank of Scotland.

"Chris Daffy's principles and theories can be adapted for use in all organisations. when applied, these simple customer service techniques can make a difference to the Customer without any significant need for changes in the organisation."
Rose Coulson, Maersk Line (UK).

"Innovative, yet practical ideas are what Chris Daffy achieves in guiding us towards our goal of total customer service. Everything Britannia Building Society is doing regarding Customer Service has been influenced in one way or another by his book.”
Stuart Allen - Manager Retail Operations Development, Britannia Building Society.

"Straight forward ideas that when viewed through tie eyes of the customer make the difference between just being good and being great."
David Gee - European Quality Director, Hewlett Packard.

"Chris Daffy inspired a revolution in our thinking and approach to our customers. Service Second to none is now central to our business strategy."
Paul Freeston - Director, Foodservice, Pritchitt Foods.

"I first met Chris Daffy in the early 1990's and was greatly impressed with his ability to inspire and motivate groups of experienced service professionals. Eight years later, Chris has lost none of his unique sparkle or genuine commitment to those on the front line of service delivery."
Fionnuala French - Group Head of Direct Channels, Bradford & Bingley Building Society.

"I first came across his book after listening to a short seminar by Chris Daffy- It has since become the customer service bible of our company because its messages arc equally relevant to every employee at all levels. It's a truly motivational tool that has encouraged the whole company to look at the ongoing improvement of our Customer Care in a new light. Chris Daffy has created a 'Customer for Life' in Hayley Conference Centres."
Jane Littlewood - Sales & Operations Director, Hayley Conference Centres.

"If you want to be inspired' motivated and razzle-dazzled then get Daffy in. If you want uncommon sense then Daffy is your man. If you want to find the way to your customer's G spots then look no further than Daffy. He is Mr Bottom Line.”
Cyril Gates - Head of Customer Service, BBC Resources.

"Chris Daffy has added some new words to the overseas teams lingo. Plus ones and WOW's are now part of the everyday conversation in the MED! Our customers have certainly reaped the benefit adopting the common sense approach to clients which is so simple to follow yet so effective in practice."
Paul Little - Overseas General Manager, Club 18 - 30.

"Thought-provoking and inspiring - practical ideas which work at all levels of the organisation Daffy's Customer service mantra will put a 'WOW' in your company's vocabulary."
Steve Kimber - Managing Director, Cresta Holidays.

"Chris Daffy's great strength is his ability to communicate his message throughout an organisation. His views are essentially practical and down to earth, always thought-provoking, sometimes controversial, but never dull!"
Peter Blackwell - Deputy General Manager, Kodak Manufacturing Limited.

"Chris Daffy's approach brings out not just an infectious enthusiasm for the customer but a stimulating new language to inform what we should be trying to achieve. This is the stuff to win the hearts and minds of our people and our customers."
Richard Rushton - Customer Services Director, First Direct.

"Those who believe in quality know that there is still so much to learn. Chris Daffy has a unique way of bringing these lessons together that has inspired many people to really make a difference to their own organisation."
Tony Mosely - Institute of Services Management, Manchester Business School.

"Chris Daffy's passion for the subject is beyond reproach and with his simple, no-nonsense views, supported by lots of great anecdotes, you cannot help becoming enthusiastic and committed to the cause."
Gary N Unsworth - Business Development Director, J.N. Nichols (Vimto) plc.

“Chris Daffy is an inspirational character who truly understands the value of customers and the impact superior service can have on customer relationships and business performance. In his book he preaches the gospel of good service with a dynamic and enthusiastic approach that will inspire commitment from all levels in the organisation."
Andrew Sterns - Sales & Marketing Director, Crosby Limited.

"After being exposed to Chris Daffy's ideas, my immediate challenge was 'How do I now expose every Mulberry employee to this man's vision of the potential in giving excellent customer service?' His approach is direct and inspiring."
Monty Saul - People Director, Mulberry Company Limited.

“You can be No.1 for service if you make Chris Daffy's + l's work for you.”
Eoin McCarthy - Divisional C.E.O., Kingspan Group plc.

"Chris Daffy says with passion what he believes. Reading his book is a revelation in how to provide excellence in service. He has become a legend within our company and with his help we now appreciate the true value of our customers and our staff."
Mike T Langton - Managing Director, JLT Corporate Risk.

“Chris is one of the best all round speakers that we have ever used. His knowledge of his subject of customer service is second to none”.
Nigel Dove - Head of Marketing & Customer Service, Staffordshire TEC.

Chris - Thank you so much for your contribution to the BCSC Conference this week. You never know how things will pan out when you're planning this sort of event but thankfully I think it's safe to say you surpassed expectations and managed to perform the rare trick of being inspirational and highly relevant to the audience at the same time. I think the hiccup on the workshop planning also proved to have a very happy outcome and the anecdotal feedback from this has been equally positive.
Alan Thornton - Divisional Director - Retail Marketing, Nelson Bakewell.

Thank you very much for your excellent performance the last 4 days in Greece. Our clients expressed their satisfaction, confessed the magic experience & we look forward to initiate greater projects with them in cooperation with you & according to your concept.
Elena Mitsibona, Response SA Greece.

If you are interested in any of the muddy-booted speakers shown, to speak at your conference, help with a business problem or just to come along to speak to your employees or social group please contact:
carol@muddy-booted.co.uk.