Impeccable Customer Service Tip #338
Designing the most effective impeccable customer experiences begins with a dialogue, not a policy. Your people will support what they help to create and “ownership” trumps “buy-in.”
Click to Enlarge
Engineering the Customer Experience
Join the Conversation (Reply below)
Clients say...
"Since hiring Steve, not only has our customer experience improved dramatically, but our staff's work experience as well. Steve does it all - soup to nuts - and helps your organization in ways you can't even imagine.” Dr. Alan Glazier, Shady Grove Eye & Vision Care
"Steve is able to inspire thought and creativity to bring everyone into the process of wanting to provide the best customer experiences possible. The workshops are not only informative, but fun as well. This was an amazing employee bonding experience and we can't wait for our next workshop with Steve!” Lisa Croll, CEO of Vital Edge Solutions
“I’ve been watching Steve Dorfman and he’s a thought leader in the field of relationship marketing. He knows how to build a business and – just as importantly – can help you do the same. He’s also a terrific presenter who will ‘raise the roof’ at your company’s next convention. Steve produces results.”
"His comfortable, positive, yet professional style kept the day moving quickly and brought out the best in all of us as we interacted with and got to know each other better. Almost forgot we were there to learn ... but learn we did!” PJ Testa, Bare International
“Steve has helped coach our organization to new heights of client loyalty, sales, and profits. His concepts are digestible and straight forward, which makes it realistic for anyone to implement and achieve great results in their business.” Nick Friedman, President, College Hunks Hauling Junk (170+ franchise operation)
“Steve just delivered a four-day training session with my sales staff and I know I speak for everyone here when I say that we were absolutely blown away! His instruction resulted in a number of tangible benefits – like higher average orders, increased reorder percentages and new training materials for our sales staff… But we also noticed several intangible benefits, like more positive interactions with clients, improved camaraderie amongst employees and better communication between management and the sales team.”
"We hired Steve to help us with customer service training. Steve brings a tremendous energy to each engagement. He is focused on making sure the client has a great result. Steve is one of those rare professionals that really understands the client experience and the importance of it. His gift is helping your people see that too.” Craig Strent, CEO, Apex Home Loans
Joe Caruso
"Steve has guided our team to a new level of quality client care. In addition, I have found Steve to be an invaluable resource for business advice and counseling.” Chuck Browning, Owner of Browning Pools and Spas
"Since hiring Steve, not only has our customer experience improved dramatically, but our staff's work experience as well. Steve does it all - soup to nuts - and helps your organization in ways you can't even imagine.”
Dr. Alan Glazier, Shady Grove Eye & Vision Care
Dr. Alan Glazier, Shady Grove Eye & Vision Care
2014-11-12T15:04:22-05:00
https://driventoexcel.com/testimonials/5651/
"Steve is able to inspire thought and creativity to bring everyone into the process of wanting to provide the best customer experiences possible. The workshops are not only informative, but fun as well. This was an amazing employee bonding experience and we can't wait for our next workshop with Steve!”
Lisa Croll, CEO of Vital Edge Solutions
Lisa Croll, CEO of Vital Edge Solutions
2014-11-12T14:20:31-05:00
https://driventoexcel.com/testimonials/5644/
“I’ve been watching Steve Dorfman and he’s a thought leader in the field of relationship marketing. He’s also a terrific presenter who will ‘raise the roof’ at your company’s next convention. Steve produces results."
Bob Burg, Bestselling Author
Bob Burg, Bestselling Author
2013-01-02T23:46:46-05:00
https://driventoexcel.com/testimonials/2473/
"His comfortable, positive, yet professional style kept the day moving quickly and brought out the best in all of us as we interacted with and got to know each other better. Almost forgot we were there to learn ... but learn we did!”
PJ Testa, Bare International
PJ Testa, Bare International
2014-11-10T10:47:35-05:00
https://driventoexcel.com/testimonials/5636/
“Steve has helped coach our organization to new heights of client loyalty, sales, and profits. His concepts are digestible and straight forward, which makes it realistic for anyone to implement and achieve great results in their business.”
Nick Friedman, President, College Hunks Hauling Junk
(170+ franchise operation)
Nick Friedman, President, College Hunks Hauling Junk
(170+ franchise operation)
2013-01-03T07:32:03-05:00
https://driventoexcel.com/testimonials/2511/
“His instruction resulted in a number of tangible benefits – like higher average orders, increased reorder percentages & new training materials for our staff… But we also notice more positive interactions with clients, improved camaraderie amongst employees & better communication between departments.”
Adam Katzen, Former Vice President, Nature City
Adam Katzen, Former Vice President, Nature City
2013-01-02T23:49:09-05:00
https://driventoexcel.com/testimonials/2475/
"We hired Steve to help us with customer service training. Steve brings a tremendous energy to each engagement. He is focused on making sure the client has a great result. Steve is one of those rare professionals that really understands the client experience and the importance of it. His gift is helping your people see that too.”
Craig Strent, CEO, Apex Home Loans
Craig Strent, CEO, Apex Home Loans
2015-08-11T06:48:50-04:00
https://driventoexcel.com/testimonials/6253/
"I highly recommend Steve as a speaker. The content was fantastic, the audience was engaged, and people want him to come back already!"
Joe Caruso, President of the Capital Area Franchise Assoc.
Joe Caruso, President of the Capital Area Franchise Assoc.
2013-01-19T13:24:28-05:00
https://driventoexcel.com/testimonials/2948/
"Steve has guided our team to a new level of quality client care. In addition, I have found Steve to be an invaluable resource for business advice and counseling.”
Chuck Browning, Owner of Browning Pools and Spas
Chuck Browning, Owner of Browning Pools and Spas
2013-01-19T13:13:19-05:00
https://driventoexcel.com/testimonials/2946/
9
© Copyright 2006 - 2024 Driven to Excel, Inc. • All Rights Reserved • +1-301-996-9147
Through ownership…policy is born. At some level in the organization this process creates policy.
Good process. Remember to re-invent the process as key personnel change. Often the difference between taking ownership and policy is simply repeating the process of creating policy that is already in place. Thus allowing the next generation to take ownership.
I appreciate the idea of dialogue (rather than policy) driving impeccable customer experiences. I plan to use this by notifying our clients that their collective comments have brought about the changes they will soon be seeing on our website.
I couldn’t agree more with both of you. Thank you, Chuck and thank you, Jonathan for adding your valuable insights and ideas.