Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

by Ron Kaufman


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Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

We are deep in a service crisis. In the operating room, surgeons and their teams communicate in a very precise language; airplane pilots follow a strict protocol to take off and land safely every time; and, when launching a new product, companies lay out a plan that all employees follow. But when it comes to building a strong service culture, the path to success is usually much less clear. We relegate service to a single department guided by anecdotal wisdom and less-than-helpful clichés like “the customer is always right.”

With global economies transforming at record speed, we are largely unprepared for the service demands we face day and night from around the world. We promise our customers satisfaction and then allow internal politics and inefficient methods to frustrate our ability to deliver. With service so much a part of our daily lives, both in and outside the workplace, why aren’t we doing it better? 

New York Times bestselling author Ron Kaufman knows the answer to this question, and not only believes we can do it better, but shows us how. In Uplifting Service he takes you on a journey into a new world of service that is guided by fundamental principles and actionable models. After more than two decades helping leaders transform their service cultures, Kaufman has discovered that while each successful team is different, the architecture they apply to build an uplifting service culture is the same.

In this New York Times, USA Today, and Amazon.com bestselling book, Kaufman lays out the steps you can take to build a sustainable culture that delivers outstanding service every day. He offers the tools and practices that have been proven effective in businesses, governments, communities, and homes; on every continent; and in many languages. Through perspective-changing insights and case studies, you will learn how the world’s best performing companies have changed the game through service—and how you too can follow this proven path to an uplifting transformation.

Product Details

ISBN-13: 9780984762552
Publisher: Evolve Publishing
Publication date: 05/15/2012
Pages: 352
Product dimensions: 6.10(w) x 8.80(h) x 0.90(d)

About the Author

Ron Kaufman, the founder of UP! Your Service, is the world’s premiere thought-leader, educator, and motivator for uplifting customer service and building service cultures.

Ron is a columnist at Bloomberg Businessweek and he has been featured in The Wall Street Journal, The New York Times, and USA Today. With powerful insights from working with clients all over the world in every major industry for more than two decades, Ron is an inspiration to leaders and managers in his high-content, high-energy speeches and impactful, interactive workshops. He is rated one of the world’s Top 25 Who’s Hot speakers by Speaker Magazine. Ron is passionately committed to uplifting the spirit of service worldwide.

Table of Contents

Preface A Personal Path to Service ix

Introduction: The Problem with Service Today xix

Section 1 Why?

1 Journey into a New Culture 3

2 The Gateway to Possibility 15

3 The Proven Path 27

Section 2 Lead

4 Taking the Lead 41

5 Leading from All Levels 57

6 The Journey to Magnificence 73

Section 3 Build

7 Common Service Language 89

8 Engaging Service Vision 95

9 Service Recruitment 103

10 Service Orientation 111

11 Service Communications 119

12 Service Recognition and Rewards 125

13 Voice of the Customer 131

14 Service Measures and Metrics 139

15 Service Improvement Process 151

16 Service Recovery and Guarantees 159

17 Service Benchmarking 175

18 Service Role Modeling 187

Section 4 Learn

19 Learning Takes Practice 197

20 The Six Levels of Service 203

21 Your Perception Points 211

22 The BIG Picture 225

23 Building Service Partnerships 237

24 Taking Personal Responsibility 257

Section 5 Drive

25 Your Implementation Roadmap 269

26 Learning from Experience 281

27 More Than a Business Philosophy 297

Author's Acknowledgments 303

Index 307

Tools for Your Journey 320

Join the Uplifting Service Community 322

About UP! Your Service 324

Meet Ron Kaufman 325

What People are Saying About This

Marshall Goldsmith

Read this book, apply the steps. Watch your culture transform and your perspective on service change forever. Ron Kaufman has unlocked the mystery of service. Get ready for a magnificent journey into a new world. (Marshall Goldsmith, Bestselling Author of What Got You Here Won't Get You There

Richard Whiteley

When it comes to delivering world class service, Ron Kaufman understands two things. First, providing exemplary service is an organization-wide, all hands process, not just smiles over the phone or isolated heroics. Second, he understands how to help organizations internalize this service paradigm until it becomes part of their DNA and their customer loyalty soars. In Uplifting Service Ron provides a proven and practical roadmap for making this happen. (Richard Whiteley, Bestselling Author of Customer Driven Growth

Warren Bennis

I've seen the corporate landscape evolve. And I've seen many aspects remain static—unchanged but not unchangeable. Ron Kaufman shows us how we can evolve with his book, Uplifting Service. This is the ultimate goal: to elevate and rise above yesterday. (Warren Bennis, Bestselling Author of Still Surprised: Memoir of a Life in Leadership

Ann Rhodes

Uplifting Service gets to the bottom of what every great business should be, and then uplifts it. Ron's message is timely and the architecture he provides for building a service culture is timeless. This is a necessary book for every business. (Ann Rhodes, Executive Vice President of Jet Blue and Bestselling Author of Built on Values

Thomas Moran

Ron Kaufman has pinpointed a massive wound in society, and offers a strategy on how to uplift the world around us. For mankind, it's transformational. For business, it's a clean and clear path to a sustainable competitive advantage. This book is long overdue, and will certainly create a legendary shift. (Thomas Moran, Director, Customer and Partner Experience, Microsoft Operations

Stephen M. R. Covey and Greg Link

Uplifting Service is a much needed breath of fresh air for our troubled times. Service authority Ron Kaufman has distilled his global perspective into a blue print for delighting customers. This is a critical skill now that social media has amplified customer's voices many times over. If you have customers you must read this now. (Stephen M. R. Covey and Greg Link, Bestselling Authors of Smart Trust

Adrian Gostick and Chester Elton

In Uplifting Service, Ron Kaufman convincingly reveals why the right kind of service can transform your business, and he also provides a detailed and easy-to-follow blueprint. Every CEO, manager and employee who provides service to others should not only read this book, but use it as an ongoing reference. (Adrian Gostick and Chester Elton, Bestselling Authors of The Carrot Principle and All In

Jagdish Ramaswamy

Uplifting Service is one book every leader must read and every service provider should embrace as their guide. Read it, apply it, and then recommend your customers read it. This book will immediately elevate the value of your relationships. I have witnessed and walked on this proven path and have seen the results that follow. Now is the right time for you and your customers to experience this uplifting transformation as well. (Jagdish Ramaswamy, Chief Quality Officer, Wipro

Ken Blanchard

Uplifting Service reveals the 'big picture' and the power of service today. Ron Kaufman gives every company the tools to build a client base of Raving Fans! (Ken Blanchard, New York Times Bestselling Author of The One Minute Manager and Gung Ho!

Customer Reviews

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Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet 4.9 out of 5 based on 0 ratings. 23 reviews.
MartinT More than 1 year ago
Uplifting Service offers an action-oriented, and realistic approach to customer service. It is the type of learning that will improve not only customer relationships, but the relationship between employees. I enjoyed the personal view Ron takes on service, and the examples he shares from his own life. Who knew Frisbees could lead to such a great adventure? The book is easy to read, and comprehend, and the ideas are immediately applicable. You won't view the idea of pleasing customers the same after reading this!
FlorinS More than 1 year ago
A great look at how to please customers, and create a positive business culture through service! I was impressed at how much energy and insight Ron brings to this subject. The most inspiring aspect of the book is his ability to see what people are truly capable of, and to use this gift to create a dynamic customer service plan. Among other points, he takes a close look at why leaders must be responsible for the energy of the group they lead to ensure the direction they are headed in. Excellent reading for any business leader!
TeresaAP More than 1 year ago
Uplifting Service is a “must read” for every parent, aspiring teacher, classroom teacher, school principal, and district superintendent who cares about creating school communities that uplift their children, families, and employees. Ron Kaufman’s work is paramount to transforming the way we think about our Public Service of Education in America. K-12 educational system needs to recognize that studying and teaching ‘service’ is key to everyone’s success and our collective future. “Service is your dedication to caring about other people, secure in the knowledge that you get more for yourself when you create for others what they appreciate, respect, and value”. ~Ron Kaufman
TimothyM More than 1 year ago
This book will teach you the secrets of remarkable customer service. Ron brings new ideas to the table for establishing a culture based on service that is fan-worthy, and comes from within. I heartfelt, and useable plan to help your company evolve, and meet the needs of today's customer!
Anna36 More than 1 year ago
A refreshing look at service, and the power it has to transform business structure, and even lives. This is an opportunity for anyone who provides service to find a greater sense of purpose and passion in what they do for others!
KrisKKG More than 1 year ago
This is the most unique book on customer service I have ever read. Ron's unprecedented look at how to produce amazing service through enabling others is a brave new concept that makes a great deal of sense. He shares how simple ideas such as playing a part in ensuring that everyone has exactly what they need, can make a remarkable difference anywhere from the Frisbee field to the boardroom. Take the time to read Uplifting Service, and discover what the mindset of service is really about.
MegPieMP More than 1 year ago
What a truly uplifting way to view service. Ron's commitment to helping businesses and people learn the value of lifting up others in a way that benefits themselves as well. His ideas are based in some very basic concepts, but the affect they have is immeasurable. What you will certainly find is that Ron Kaufman's view of the world is unique and full of hope. He was taught to find the value in others at an early age, and this learning shaped his unique vision of the power of lifting people up. I found it a motivating and inspiring read, and would recommend it for anyone who appreciates the concepts of those that make a difference!
BRANDIP More than 1 year ago
Customer's today demand more than ever before and the company that understands exactly how to manage service will be the company that succeeds. This is why the information presented in Uplifting Service is so unexpected. It uncovers the secrets to building better relationships, and finding fulfillment through true service. It will have an impact on those who read it both professionally and personally.
Carolyn Carter More than 1 year ago
Kaufman presents years of experience and research to give businesses a sound strategy for customer service. With insight and clarity he shows how to successfully breed the spirit of service within an organization for amazing results!
Becca34RH More than 1 year ago
Ron Kaufman has presented a remarkable guide map to achieving more than the typical customer service experience. It is a plan that fosters loyalty, and communication among customers and employees alike. Even customer service that delivers what is promised can lack a certain impressiveness. That's what makes Uplifting Service such a great plan to follow for SUPERIOR service instead!
Luci Meyer More than 1 year ago
Ron's new ideas will capture your attention and challenge your thinking. He tackles one of the most important elements of a successful business with candor and advice we should all follow, even in our everyday lives. He shares incredible insights into the world of customer service, and the concept of service. It is a book that inspire you to create a plan that will leave everyone a winner!
TERRI322 More than 1 year ago
Every business must strive to meet the needs of customers, but how many really accomplish this on a deeper level? The answers are here in Uplifting Service. Follow along as Ron Kaufman explains service in a way that will both challenge and uplift YOU!
Anonymous More than 1 year ago
I hadn't even considered the wide scope service plays in our lives until reading Uplifting Service. Ron does an excellent job of showing how much service impacts us every step of the way, from birth till death. What a difference it would make in the lives of everyone then if they were to read this book on the power of service, and use it to enrich the lives of others.
Erin Boyle More than 1 year ago
Even if you think you have the customer service aspect of your business under control, Uplifting Service will impress you with its insight into human behavior, and the immeasurable impact a successful service culture can have on everyone involved. For insight into creating lasting and loyal relationships with customers and employees alike, read Uplifting Service.
Corinne S. More than 1 year ago
Useable advice, from someone with the wisdom and experience you need to create an amazing service culture that out shines the competition! It is a quick and easy read, yes holds a lesson that will stay with you, even outside of the workplace!
JD08 More than 1 year ago
No matter what line of business you're in, if you interact with people, this book could have an enormous impact on how you view service. Mr. Kaufman hits the nail on the head with this enlightening read about the true meaning of service, and how to integrate these beliefs into the culture of any business. When it comes to books on customer service, this is one of the best I've ever read because of the way it includes the human element, and not just some step-by-step guide to keeping customers happy. Read it, and share it!
Anonymous More than 1 year ago
This is a book whose time has certainly come. Real service comes from a love of service, not just from getting the job done. Ron has collected insight from around the globe to present this brilliant look at creating a thriving service culture. This is a must-have for any business library!
Glenn North More than 1 year ago
Fantastically positive reading! This book will make you reassess your entire customer service strategy! It provides a sold framework for creating a culture based more than just supplying the customer for what they asked for. It is a new look at how to improve business, and improve the world around us!
BNBCNG More than 1 year ago
I enjoyed this book not only for its business sense, but for its realistic, and sincere look at human nature, and what we can accomplish when we are in the right frame of mind! Beyond simply good customer service, Ron presents a plan that will completely change the way your company views service and its role within the organization as well as with the customer. Highly recommend!
Andeeme More than 1 year ago
I have been following Ron Kaufman for years. Like a great storyteller, Ron takes a deep subject - that of service - and presents it in a way that is easy to read, to comprehend, and put into action. Who should read this book? Anyone. Service is not just for employees who deal with customers. Service is for you and me, and the way we treat others... the way we communicate... the desire to provide value to another person. Service can be brought to your relationships, your community, your work. The book is an easy weekend read, but it will give you plenty to think about for weeks (or longer!) afterwords....
Terry72 More than 1 year ago
I enjoyed this book, it was interesting and relevant, but wasn't exactly what I was looking for. It was a lot of cheer leading for people to act in a way that benefits others. This is pretty much common sense, and it's too bad there had to be a book to remind us to act that way. Still, it was a decent read, and will be helpful to many.
KHancock40 More than 1 year ago
This is a great starting point for anyone wanting to learn more about how to develop a company culture that is based on people helping each other, and to such a degree that it impacts customers as well. Veterans may feel they are already versed in this mindset of treating others correctly, but It is still a good reminder to all of us of the power we all have when we take service seriously.
thomasaAT More than 1 year ago
This is one of the best books on customer service I have read! I had never viewed Service in this way before now. The book really shows you how to integrate this amazing idea into every area of your business, no matter the size. I would recommend it to anyone looking for ways to maximize relationships of any kind, not just with customers.