Customer Experience Tip #979
Active listening with customers is often triggered by asking them great questions. Be thoughtful with your questions and then listen with a genuine interest and curiosity.
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Clients say...
"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
"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
"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
"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
“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.”
"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
Joe Caruso
“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.”
"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/
"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/
"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/
"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/
“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/
"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/
"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/
“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/
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So many people will ask a question and then not wait for an answer. They truly don’t care. Thanks for all your excellent ideas. I look forward to them every day.
True, Marty. That’s one habit that isn’t serving anyone, and — I imagine — more than just a pet peeve for many of us. Thank you for engaging and thank you for the kind words.