D2E Blog

I don’t want to be your “customer”

Steve Dorfman — Wed, 25 Aug 2010 13:48:02 +0000

Acknowledging the Power of Your Words In my early twenties, I managed a popular chain restaurant – a very successful company with hundreds of locations worldwide. I’ll always remember what our CEO said at that time… “People are customers until they’ve chosen to enter [our restaurant], at which point they become guests.” A simple word [...]

How to Eliminate “Experience Wreckers”

Steve Dorfman — Wed, 16 Jun 2010 17:25:01 +0000

Could you possibly be annoying your clients? Doesn’t anyone else notice this? Should I say something? Recently, I was waiting for a haircut and couldn’t help but notice an annoying sound – a fuzzy, static-filled radio station. The salon was playing (well, attempting to play) music and its radio reception was terrible. In fact, it [...]

Business Leadership & Social Media

Steve Dorfman — Fri, 28 May 2010 19:04:45 +0000

Understanding, Harnessing and Leveraging the Power of Social Media for Business Leadership If 80% of success is showing up, then how are you and your company showing up … online? Do you keep hearing about “leveraging social media for business” but see challenges in connecting the dots? And what’s your social media policy for the [...]

How impeccable are your FAQ’s and handouts?

Steve Dorfman — Thu, 29 Apr 2010 12:35:49 +0000

Doctors have yet to figure this out … how about you and your company? Yesterday, I visited my Orthopedist and learned I had been suffering from Lateral Epicondylitis — otherwise known as Tennis Elbow. After receiving the recommended shot of cortisone, I was placed in two braces — one to keep my wrist stationary and [...]

Have you driven into the rumble strips?

Steve Dorfman — Wed, 31 Mar 2010 19:32:17 +0000

LOOK! …where you want to go >> Look familiar? Our state highway administrations carve these rumble strips (seen on left) into the shoulders of our roads and especially in areas where we are prone to fall asleep at the wheel. So a fair assumption, from the title here, might be that I wanted to write [...]

What Bloopers and Gag Reels Teach Us About Business

Steve Dorfman — Sun, 21 Mar 2010 18:39:23 +0000

Let ‘em see you sweat Friday night, we went to see one of our favorite comedians, Brian Regan at another one of his sold-out shows. One of the funniest and most-applauded moments of the show was when Brian messed up a joke. He came clean about it and then went off into an unscripted direction [...]

Spirit of the Law vs. Letter of the Law

Steve Dorfman — Thu, 18 Mar 2010 20:34:57 +0000

Do Your People Follow the Letter of the Law? Saving the baby and the bath water Last week, I attended a Dan Pink event in DC (hosted by Michelle James). Somehow the conversation turned to call centers and Dan made an interesting and funny observation… Imagine dealing with a company via their call center, getting great [...]

Sales Lessons from the Girl Scouts

Steve Dorfman — Sun, 14 Mar 2010 21:10:49 +0000

Dominant Buying Motives Focusing Your Message into a More Attractive (and Relevant) Offering As I exited the grocery store, the girls were shouting, “Girl Scout Cookies! PLEASE buy our Girl Scout Cookies! Girl Scout Cookies!” Aside from sounding desperate (which is acceptable at age 10 and ill-advised for the rest of us) I saw a [...]

Google’s CEO on Coaching … and Self-Perception

Steve Dorfman — Mon, 01 Mar 2010 03:53:21 +0000

What you can learn in 40 seconds from Google’s CEO A billion-dollar tip (or 2) in under a minute My friend and colleague, Myron Radio, must feel as strongly about this 40-second video as I do — He has a link to it, at the bottom of every e-mail he sends out. There are two [...]

Time-Saving Business Tools

Steve Dorfman — Sat, 20 Feb 2010 18:03:07 +0000

Is that the best tool for the job? 8 Business Tools Designed to Save You Time, Money … and Effort Like many, we lost power during a recent DC area snow storm. My neighbor, Bill, has 4 wheel drive and was nice enough to drop us off at my parents’ home just two miles away [...]