UP! Your Service - Blog

Service Standards and Service Excellence….are Not the Same Thing!

By Posted on 20 October 2015

“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work […]

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Ron Kaufman Keynote Highlights LIVE in Denver Colorado

By Posted on 6 February 2015

Catch the highlights of Ron Kaufman’s keynote speech to the annual conference of True Value Hardware Stores. Making the connection between Service, and the delivery of True Value. Watch more Ron Kaufman Keynote Speeches now.

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Keep Every Service Course Relevant and Fresh

By 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 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 Posted on 8 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 […]

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Involve Your Internal Service Providers from the Very Beginning

By Posted on 8 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 […]

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Improving Service is a Journey that can be Engineered

By Posted on 8 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 […]

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

By Posted on 8 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 […]

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Service Attitude Builds Loyalty (Never Mind the Mosquitoes)

By Posted on 21 May 2014

Our weekend was certainly memorable, but it was not what I expected. We did stay in a bungalow right on the beach, but it was a stuffy room with bird-size mosquitoes and a bathroom that emitted a rare and unpleasant seafood smell. The food was tasty, but the service was by no means speedy. All of this might sound like a recipe for a terrible weekend, but somehow it wasn’t. The kindness and obvious effort put forth by the staff made it easier to overlook the resort’s shortcomings. We were always greeted with smiles and addressed by name. On our last night, the cook re-opened his kitchen just so we could try a special local dessert. It was so evident that everyone genuinely wanted to please us.

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In the World of Big Data, Old School Customer Service Never Goes Out of Date

By Posted on 20 May 2014

Today we use sophisticated technologies to learn a great deal about our customers. We track what they like, what they spend, what they search for, where they go, and how often they return. Yet despite all this new “big data” and the insights it can deliver, customers all over the world still appreciate “Old School Customer Service”.

These four “Old School Customer Service” techniques are time-tested, and they work as well today as they have for generations.

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