HRLF

Notes and tools for attendees of the HR Leadership Forum (4/5/13 session):

Is Employee Morale a Result of Your Customer Service Culture?

How do I create buy-in?

iSAT (Impeccable Service Aptitude Test (HR Edition))

Steve Dorfman's iSAT for HR

CLICK Image for Printable PDF

Steve’s TV Interview with Dan Pink, New York Times Bestselling Author of Drive

(Drive: The Surprising Truth about What Motivates Us is discussed)

Here’s what we asked Dan, in this 30-minute interview:

Is it safe to say that this book is about: the evolution of motivation?
When it comes to motivating employees, do companies today (by-and-large) have it all wrong?
Why do you think this book has become so wildly popular?
What inspired you to write about INTRINSIC MOTIVATORS?
Do we need to have ALL 3 to survive within a company?
Mastery is one of the big 3 — How do you define mastery? As a destination … or more of a journey?
Of all the research you did, what did you find most fascinating?
How do your findings relate to today’s economy and the future of business?
Can we start to empower kids to dig down to the true motivations, not follow the expected path?
How do we truly sit down and take away ANY limitations to our thought process? (unlearn)
Stories of transformation…someone really realizes that they are not motivated to work in their field, and want to _________ a quick story to motivate us?
How much has technology allowed us to pursue our new-found motivations?
This must be a very “feel good ” subject, how do you coach people to ACTION, the crucial step?
Are people super conditioned to believe that money is the motivation, and if it isn’t, something is wrong with you or you’re strange? (not cool)
What can we do today to challenge our believed motivations?

PowerPoint Deck (Hosted on Google Drive)

Click for Slide Deck (Hosted on Google Drive)

Must-Read Book, Written by The Creator of Zappos Insights

Click to Find Out When This Book Comes Out

Is Employee Morale a Result of Your Customer Service Culture?

Impeccable Customer Service

Answer: Impeccable Customer Service

Dan Ariely: What makes us feel good about our work?

Clients say...

"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.

5.0

2013-01-19T13:24:28-05:00

Joe Caruso

https://driventoexcel.com/testimonials/2948/

"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

5.0

2015-08-11T06:48:50-04:00

"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

https://driventoexcel.com/testimonials/6253/

“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

5.0

2013-01-02T23:46:46-05:00

“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.”

https://driventoexcel.com/testimonials/2473/

"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

5.0

2014-11-12T15:04:22-05:00

"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

https://driventoexcel.com/testimonials/5651/

“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

5.0

2013-01-02T23:49:09-05:00

“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.”

https://driventoexcel.com/testimonials/2475/

"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

5.0

2014-11-12T14:20:31-05:00

"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

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

5.0

2014-11-10T10:47:35-05:00

"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

https://driventoexcel.com/testimonials/5636/

"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

5.0

2013-01-19T13:13:19-05:00

"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

https://driventoexcel.com/testimonials/2946/

“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)

5.0

2013-01-03T07:32:03-05:00

“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)

https://driventoexcel.com/testimonials/2511/

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