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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Have you built a great Course Leadership TEAM?

by Mandeep Chahel
  Posted on 08 April 2014

Good Course Leaders know the importance of preparation. Good Course Leaders also know the importance of the application – linking the learning to action, and the action to business impact.

Good Course Leaders take pride in high feedback scores and evaluations. And good Course Leaders also take time, regularly, for self-reflection and “in the mirror” evaluation.

You may be very skillful on your own, but your company’s culture-building program will only be successful if you connect and thrive as a TEAM.

9 Quick Questions to Improve Your Internal Service

by Jeff Eilertsen, VP Global Service Education
  Posted on 19 March 2014

Here are 9 quick questions to ask to improve the internal service you provide. These questions are so effective you can use them today and see valuable results tomorrow. In a world filled with online surveys and lengthy questionnaires, this simple questioning process can produce both great ideas and motivate employees in less than 30 minutes.

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.

Five Major Mistakes to Avoid in 2014

by Ron Kaufman (Founder)
  Posted on 23 December 2013

2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide service to others. Make the right choices and next year will be your best year yet. Make these 5 mistakes and things will be more difficult for your business and your life.

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.

Growing Your Business with Service Recovery

by Ron Kaufman (Founder)
  Posted on 07 August 2013

No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your recovery policy and practices should be ready.

1. Get senior management support. Unlike routine aspects of business, service recovery requires acknowledging mistakes and doing whatever it takes to recover. This often means going outside normal procedures, deliberately bending the rules, and possibly spending money in the process. Therefore, this building block needs understanding and encouragement from the top.

No One Ever Hung A Suggestion Box Hoping It Would Be Ignored

by Ron Kaufman (Founder)
  Posted on 17 July 2013

It’s true: no one ever hung a suggestion box hoping it would be ignored. But rarely will a mere suggestion box attract a healthy flow of good ideas.

Now imagine a staff suggestion program that captures attention with a different service challenge and a different form of recognition every month:

January: Submit your best ideas for welcoming our new customers. Winners celebrate with dinner for two at a fancy restaurant.

How to Attract and Recruit the Right Service Talent

by Ron Kaufman (Founder)
  Posted on 02 July 2013

There is a time-tested maxim: what you think about expands in life, and what you focus on becomes clearer. What you see and say repeatedly will shape the way you live today and who you will become tomorrow.

You can apply this principle when recruiting new team members by following these four steps to hire the right talent for your service culture. Start by making it easy for candidates to consistently see, hear, and understand what your organization thinks about service.

Those who align with your vision and values will be drawn closer and want to learn more about your spirit and purpose. Those who think, feel, or believe differently won’t be attracted, and will naturally select themselves out. Both are positive outcomes for your culture and your future.

Everyone Can Do Service Benchmarking

by Ron Kaufman (Founder)
  Posted on 13 June 2013

Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You can do this, too. But don’t let a thorough and detailed approach stop you from encouraging a much simpler version of benchmarking. Remember, one of the goals is for everyone to become curious about learning and improving.

Don’t Just Collect Data; Create Value

by Ron Kaufman (Founder)
  Posted on 14 May 2013

Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team.

Clarify What You Are Measuring and Why

Just because you can measure many things doesn’t mean that it makes good sense to track them all. What do you really want to know, and what action will you take with what you learn? Review this list and then decide which insights will be most helpful to improve your service now.