Customer Service Quotes from Steve Dorfman and Others

35 Customer Service Quotes
By Steve Dorfman and Others
© Steve Dorfman, Driven to Excel, Inc.
(except where indicated otherwise)
www.DrivenToExcel.com • 202-556-3235

80% of companies
say they deliver a
“Superior”
Customer Experience
Only 8% of
Their Customers
Agree
Based on a 362-company
customer survey
-Bain & Co.
except where indicated otherwise •
DrivenToExcel.com • 202-556-3235

“If you’re the type of person who
tends to have influence with your
co-workers, be especially mindful of
how you interact with customers and
how you speak of them as well.
Others are following your lead.”
–Steve Dorfman

“Customer loyalty is a two-way street.
Loyalty begets loyalty. Be loyal to your
customers and they’re more likely to be
loyal to you and your company.”
-Steve Dorfman

“Delighted customers tell others.
Satisfied customers tell no one.
Which do you have?” –Steve Dorfman
or
A. B.

“Most skills can be learned, but
it is difficult to train people on their
personality. If you can find people
who are fun, friendly, caring and
love helping others, you are on to
a winner.” -Richard Branson

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www.DrivenToExcel.com • 202-556-3235

“Do you feel you’re not
getting your fair share of
repeat & referral
business? Is it them … or
is it (likely) you?”
–Steve Dorfman

“Happy employees
are more likely to
generate happy
customers, who --
by the way -- tend
to generate happy
employees.”
–Steve Dorfman
except where otherwise noted •

“Make it your goal to deliver such a
remarkable experience for your
customers and prospects that…
…they might be
left wondering
if you’re the
owner.”
-Steve Dorfman

“Impeccable customer service is not
an initiative, it’s a quest; a relentless
pursuit.” –Steve Dorfman

“It takes maturity to
respond, rather than react.
Remember this when you
feel upset with customers
and co-workers alike.
Exercise emotional maturity, self control,
kindness … and take the high road.”
–Steve Dorfman

"If you see someone in distress and your natural
instinct is to step forward and ask if they need help,
then you’re probably going to be successful in customer
service.” –Johnson Wong

“If you would hesitate in labeling that
employee a “People person,” then s/he
does not belong on your front line.”
–Steve Dorfman
© Steve Dorfman, Driven to Excel, Inc.,

“If you cannot find great role models
in your own industry, you may want to
take a look outside, at other industries.
Some of your best customer service
practices could be inspired in unlikely
places; by unlikely companies.”
-Steve Dorfman

“While your competitors
are busy embarking
upon campaigns that
rely solely on
attracting new business,
why not get busy creating remarkable
customer experiences geared to result in
repeat business, glowing referrals, and higher-
margin/higher-value revenue growth.”
-Steve Dorfman

“When a customer has unmet
expectations, know that it’s empathy
(more than sympathy) that will help to
remedy and bring resolution to the
perceived shortcoming.”
-Steve Dorfman

"Make people feel genuinely good
about themselves. That's something
the marketplace will always honor.”
–Bob Burg, Bestselling Author

“If you find that customers are
repeatedly doing something ‘wrong’
inside of your process, there is likely a
flaw in your system.
Remember, your customers didn’t go
to customer school.”
-Steve Dorfman

“Many companies use
customer survey results
only to manage their
weaknesses. But your
customers are also able to
express to you what you’re
doing well. Don’t miss out
on an opportunity to
strengthen your strengths.”
-Steve Dorfman

“The customer doesn’t have
to tell you what went wrong
– they can simply walk away
– so it’s a gift when they take
the time to tell you what they
didn’t like.”
-Janelle Barlow

“Don’t just talk about
the value in your
product or service,
conceptually.
Instead, demonstrate that
value and/or share stories of the
value that’s already been
realized by others.”
-Steve Dorfman © Steve Dorfman, Driven to Excel, Inc.

“When you're good at
something, you'll tell
everyone. When you're
great at something, they'll tell you.”
-Walter Payton, NFL Hall of Famer

"One of the hallmarks of a highly
referred business is that they work
as hard on fixing mistakes as on any
other aspect of their business."
-John Jantsch, Bestselling Author

“When a customer shares
a personal tidbit with you
(birthday, baby on the way,
anniversary, etc.), be present,
pause, and acknowledge what they've
just shared with you before moving into
any sort of traditional customer service
or sales process.”
-Steve Dorfman

“If clients routinely visit
your office, your staff
should exercise
graciousness by leaving
the best parking spaces
available for those
clients.”
-Steve Dorfman

“I’ve never met anyone
who liked being placed
on the receiving end of
a speakerphone call.
Avoid doing that to your
customers and clients.”
-Steve Dorfman

“Satisfaction is a rating,
loyalty is an emotion.” -Shep Hyken

“Is your Customer Experience
intentional … or
left to chance?”
-Steve Dorfman

“If you’re going to ask people how they’re
doing, how it’s going, what’s new, etc., then
be sure to remain engaged (listen, lean in,
make eye contact, etc.) while they’re
answering your question.”
-Steve Dorfman

“When someone within your
organization drops the ball,
your customer cares less
about who that someone
is … and more about what
you’re doing to fix it.
Don’t point fingers or make
excuses. Just make it right.”
-Steve Dorfman

“The customer is not always
right, but your job is
never to show them how
they’re wrong. Your job is
to be professional, courteous,
accommodating … and to
demonstrate emotional
maturity … even (and especially) under stress.”
-Steve Dorfman

“The way you do the little things is
a sign [to your customers] of how
you do the big things.”
-Brad Sugars, Bestselling Author

test
“As you grow your company, is
the Customer Experience
Improving …
or Declining?”
-Steve Dorfman

“Ask your clients what they love most
about the experience of being your
client. You may be surprised by what
actually matters most to them.”
-Steve Dorfman

“Customer experience is the cumulative
impact of multiple touchpoints over
time, which result in a real relationship
feeling, or lack of it.”
-Martin Zwilling, Forbes Contributor

“What if your company’s purpose
was to be a hero for your customers
and clients?
Might that compel you
and your team to deliver
over-the-top service?”
-Steve Dorfman

Customer Service Quotes from Steve Dorfman and Others

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