Transitioning from the hospitality industry in 1995, Steve Dorfman spent the next 11 years selling Acuras. Acutely aware of the long-standing stigma associated with car salesmen, Steve entered the business at age 23 determined to elevate the profession by intentionally crafting thoughtful and remarkable experiences for his prospects and clients. His unwavering commitment to a customer-centered process paid off:
Steve earned “Salesman of the Year” seven years in a row, maintained a six-figure income from a 35-hour workweek, and achieved a Customer Satisfaction Index rating in the top 1% nationally. He worked by appointment only, with repeat clients and referrals accounting for 70% of his business. More than two decades later, Steve’s best practices are still taught by corporate trainers.
Passionate about helping others understand the power of a well-crafted Customer Experience, Steve founded Driven to Excel in 2006. And for the last 18 years, he’s been helping business owners create:
• “Employee-owned” remarkable experiences for customers and clients;
• Consistent referral business, and;
• Increased customer loyalty
… All of which – as we know – translates into a strengthened culture and profitability.
After delivering a series of Customer Experience workshops for the staff of Apex Home Loans, Steve joined their amazing team where he would spend 7 years as Chief Experience Officer – he led the charge in elevating their Net Promoter Score (NPS) to a sustained high of 96. Fully appreciating the synergistic relationship between employee experience and customer experience, he also spearheaded efforts that earned Apex frequent designations as a “Best Place to Work” in Washingtonian Magazine, The Washington Business Journal, and The Washington Post.
Methodology:
Through his *highly interactive facilitations and motivational training style, Steve provides participants with the opportunity to excel in their industries. This is accomplished by first raising awareness around a specific set of challenges or needs, then by helping these participants discover their unique abilities and talents. As a result, each individual ultimately discovers how to distinguish themself in their field in order to contribute greatly to their company’s bottom line.
*Interactive Training: Your people will support what they help to create.
History and Background:
1987 – 1995 Hospitality Industry (Hotels and Restaurants)
(Began attending executive management meetings at seventeen years of age and ultimately managed a staff of 140 at twenty-one)
1995 – 2006 Luxury Car Sales
(Maintained an unprecedented 70% repeat/referral business and ranked in the top 1% nationally in the Customer Satisfaction Index while selling over 1600 Acuras)
2007 – 2016: Co-founder, YPLG (Young Professionals Leadership Group)
2009 – 2015: TV Host, “We Mean Business!”
2015 – 2022: Chief eXperience Officer, Apex Home Loans (VP Employee & Customer Experience for Celebrity Home Loans)
Current:
2006 – Present: President, Driven To Excel, Inc.
2024 Releasing first book on How to Create an Impeccable Customer Experience
Mission:
To motivate, educate, and develop employees and their leadership teams through interactive training and continuous development programs that result in employee engagement, remarkable experiences for customers, referral business, and customer loyalty thereby strengthening the culture of their organizations, overall success, and profitability.
Purpose:
To inspire others to be a hero … for their customers and clients.
Family:
