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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Excellent Service and Service Culture are Differentiators for Small and Medium Businesses

by Ron Kaufman (Founder)
  Posted on 11 April 2014

Article by Paul Godfrey, CPI Media Group
Service is simply the most important differentiator your SME has. It’s the DNA that permeates everything you do – and it can either make your business the unmissable provider of choice, or a company that’s perpetually struggling to retain customers. Is your business a service champion, rich with sparkle,

8 Edgy Quotes and Notes to Gain a Customer Experience Edge

by Ron Kaufman (Founder)
  Posted on 07 April 2014

The recent Customer Experience Conference in New York was one of the best I have attended, so far. The speakers and ideas presented were world-class. Enjoy this collection of quotes and notes from The Conference Board’s annual event.

1. “Can you summarize your service strategy in 35 words or less, and would your colleagues put it the same way?”

This question stopped me in my tracks. Everyone at UP! Your Service is committed to customers, to service, and to each other. But I’m not sure our team would pass this test with flying colors. Would yours?

Five Reasons Why Customer Service and Service Culture are Marketing Conversations

by Ron Kaufman (Founder)
  Posted on 19 March 2014

Mistaken marketing professionals believe that customer service is an operational issue. They think marketing’s job is to bring customers to the company and customer service is important only after their marketing magic is done. These misguided professionals focus with great intensity on brand building, advertising and promotions, but ignore the daily discipline of actually delivering excellent service.

Mistaken marketing professionals also believe that building a strong service culture is someone else’s job. They think that marketing focuses externally on prospects and customers, while culture is an internal matter, and therefore the responsibility of someone else, usually their colleagues in Human Resources.

These beliefs are outdated. This way of thinking is obsolete. Modern marketing professionals understand the vital role of service. And they understand that building a strong -service culture is a conversation that Marketing should lead.

Why is Uplifting Service so important right now?

by Ron Kaufman (Founder)
  Posted on 06 March 2014

Service is no longer a “nice to have”. It has become an absolute commercial necessity. In the past, giving good service was a merely a hygiene factor, something you must provide to avoid getting complaints and to keep the customers you’ve already got.

Air Mauritius’ Plan for Increased Profitability through Service Excellence

by Ron Kaufman (Founder)
  Posted on 03 March 2014

Air Mauritius is successfully executing a 7 Step Plan for increased profitability through service excellence

Ron Kaufman recognized as the world’s leading motivational speaker in the customer service field, was invited to Mauritius by the national airline, Air Mauritius, to lead a work shop on Tuesday. Executives and CEO’s of many of the top companies were

The Six Signs of a Second Rate Service Culture

by Ron Kaufman (Founder)
  Posted on 22 February 2014

In our work with organizations all over the world, we encounter six signs of substandard service culture. Each of these signs can defeat the best intentions of service leaders and degrade the best effort of service providers. Do any of these signs look or sound familiar to you?

Building a Culture of Service Excellence

by Mandeep Chahel
  Posted on 22 February 2014

We all live in a world of service. Most of our interactions involve serving others in some way. Service is simply taking care of the needs or concerns of those around us. We define service as “taking action to create value for someone else.” And we all want this. We expect it as customers.

Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results

by Jeff Eilertsen, VP Global Service Education
  Posted on 17 September 2013

In a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including engineering, manufacturing, production, logistics, IT, and more.

Take a Service Action that Starts a Chain Reaction

by Ron Kaufman (Founder)
  Posted on 08 September 2013

What if our measure of success was not just doing our job and getting things done, but working right through the person we are serving now to touch the very next person they meet?

Surely this is a bigger task than is written in your job description. And it’s not likely to be captured in your KPIs or your bonus plan. Then, if it’s not mandatory or measured, why put in this extra effort? Why should you care about the next person your customer or colleague sees, or says hello to, or serves? The answer to this question is simple: at some point, the next person down the line is YOU.

My Grandmother was unusual. Who was yours?

by Ron Kaufman (Founder)
  Posted on 27 March 2013

Unusual people and events have powerfully shaped my life, and the lessons I’ve learned from them are the roots of my unrelenting passion. My grandmother was my earliest inspiration. She taught kindergarten in New York City for 40 years, and when I visited her class, I felt like the most important person in the world. My grandmother made everyone feel like the most important person in the world.