About this blog

The UP! Your Service blog is an open community for committed service leaders, managers and frontline providers. We are dedicated to creating a world where people are educated and inspired to excel in service to others.

We are passionately committed to:

  • Upgrading service performance
  • Building Uplifting Service Cultures
  • Uplifting the spirit of service providers worldwide

We welcome your views and participation.
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The Most Popular Blog Posts of the Year (so far…)

by Surbhi Dedhia, Marketing Director
  Posted on 30 July 2014

Here are the Six Most Popular Service Blog Posts of the year (so far). Each provides content and context with tools and tips you can apply right away. Take these now and share them with the leaders in your organization.

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“What’s In It For Me” to Give Away a Golden Ticket?

by Mandeep Chahel, VP Client Success
  Posted on 19 July 2014

Recently I received a letter from British Airways’ frequent flyer program, thanking me for my loyalty and providing me with a Golden Ticket. The letter mentioned the airline’s ongoing investment in new aircraft and cabin features. It also stated that service is fundamental to the delivery of their brand promise: “To Fly. To Serve.”
The

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From 2nd Class to World Class in 24 months: How Air Mauritius Achieved the Skytrax “4 Star” Rating

by Ron Kaufman, Chairman, UP! Your Service
  Posted on 13 July 2014

Two years ago the national airline of Mauritius was struggling with financial losses, poor customer service ratings, and low staff morale.
A new CEO and dedicated top team launched a bold attempt to achieve profitability and an impeccable service reputation in just two years. Their “7 Step Plan” included a variety of financial, political and equipment

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A Managers Guide to Exploring Service Culture Change

by Jeff Eilertsen, VP Client Success
  Posted on 10 July 2014

When staff members struggle to adopt a new way of thinking, system, or tool, the problem is usually not the approach, system or tool itself. Often, it is the underlying need for cultural change that creates reluctance. I once managed the implementation of a new CRM system in a large organization. The software and tools worked fine. It was the change required in peoples’ process, relationships, and habits that challenged the success of this project.

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Keep Every Service Course Relevant and Fresh

by Mandeep Chahel, VP Client Success
  Posted on 10 June 2014

When facilitating workshops there are things I do to bring something new or fresh to each class. This not only makes it new and exciting for me as a facilitator, but more meaningful and interesting for the audience.

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What’s behind Ron Kaufman’s most popular keynote speeches?

by Ron Kaufman, Chairman, UP! Your Service
  Posted on 10 June 2014

In these short videos, Ron Kaufman explains the rationale, insights, and big ideas behind his three most popular keynote speeches: The Service Keynote, The Leadership Keynote, and The Culture Keynote.

You can enjoy a sampling of all three keynotes this five-minute compilation. Enjoy!

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Launch from the Top Down and from the Bottom Up

by Ron Kaufman, Chairman, UP! Your Service
  Posted on 08 June 2014

When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the board room to supervisors on the shop floor.
This is why UP! Your Service recommends a simultaneous “top down” and “bottom up” approach to

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Involve Your Internal Service Providers from the Very Beginning

by Ron Kaufman, Chairman, UP! Your Service
  Posted on 08 June 2014

Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After all, customers are the ones who buy your products and use your services. They come back when they are happy and complain when

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Improving Service is a Journey that can be Engineered

by Ron Kaufman, Chairman, UP! Your Service
  Posted on 08 June 2014

Think of the companies in our world known for outstanding service. One thing is common across these organizations – founders and leaders who have declared service to be a top priority, and who align all other practices in the company to make it so. Senior leaders who lower the priority of service should not expect

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Promote a Service Vision and a Common Language to Eliminate Culture Roadblocks

by Ron Kaufman, Chairman, UP! Your Service
  Posted on 08 June 2014

Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a colleague’s problem, or an angry customer’s remark. Excellent service in one office may mean something quite different in another. For

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