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

Praise for Uplifting Service

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 Wont Get You There

Ron Kaufman has pinpointed a massive wound in society, and offers a strategy on how to uplift the world around us. For mankind, its transformational. For business, its 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

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 blueprint for delighting customers. This is a critical skill now that social media has amplified customers 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

Uplifting Service gets to the bottom of what every great business should be, and then uplifts it. Rons message is timely and the architecture he provides for building a service culture is timeless. This is a necessary book for every business.

Ann Rhoades

Board Member, JetBlue Airways

Bestselling Author of Built on Values

Theres no substitute for great service and Ron Kaufman has captured both the why and the how in this book. Do yourself a favor and read Uplifting Service todayit will definitely help you to be more successful professionally and personally.

Arte Nathan

President & COO, Strategic Development Worldwide

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

I am utterly pleased with Uplifting Service. Ron Kaufman has brilliantly and poetically served the world by framing a concept that will undoubtedly impact business, and will change the perspective of every reader and organization that embraces this book. Kaufman provides real-world application of academic thought. He defines a common service language. He oversteps the cumbersome and often clich commercialism of so many books. This book will uplift service.

Professor Jochen Wirtz

Director, UCLA NUS Executive MBA Program

National University of Singapore

Ive seen the corporate landscape evolve. And Ive seen many aspects remain staticunchanged 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

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

Bestselling Author of The One Minute Manager and Gung Ho!

Ron Kaufman deserves a standing ovation for Uplifting Service! Finally, a book that unveils all the secrets to becoming a service icon. This book not only will help you delight your customers, but it shows you how to uplift your entire organization from the inside-out. Every service provider and business leader should read this book.

Simon Ho

CEO, CapitaMall Trust Management Limited

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

If people are your business, this is the book to read. Uplifting Service will instantly uplift the value of your human capital: leadership, front line, and everyone in-between!

Rick Curzon

Executive Director, HR Summit Singapore

Copyright 2012 by Ron Kaufman.

The moral right of the author has been asserted.

The author is represented by literary agent Kevin Small of ResultSource.com.

All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording, or otherwise, without written permission from the publisher.

The following are registered trademarks or trademarks of Ron Kaufman Pte Ltd: Ron Kaufman, Uplifting Service, UP! Your Service, the word UP in a balloon device, the Criminal to Unbelievable! device, the Explore, Agree, Deliver, Assure device, The 12 Building Blocks of Service Culture, The Six Levels of Service, The Cycle of Service Improvement, Up the Loyalty Ladder, Bouncing Back with Service Recovery, Clear, Kept Promises, Closing the Loop, Service Transactions and Perception Points, The BIG Picture, Uplifting Service Champions.

All references to trademarked properties are used in accordance with the Fair Use Doctrine and are not meant to imply that this book is a product for advertising or other commercial purposes.

UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

Published by Evolve Publishing, Inc.

www.evolvepublishing.com

10 9 8 7 6 5 4 3 2 1

ISBN 978-0-9847625-5-2 paperback

978-0-9847625-0-7 hardcover

978-0-9847625-9-0 ebook

Preface:
A Personal Path to Service

Introduction:
The Problem with Service Today

For the past 40 years I have been on a mission to improve the world. The vision that motivates and sustains me is a world in which everyone is educated and inspired to excel in service to others.

In support of this mission, I have flown more than two million miles, visited three hundred cities, and worked with businesses in every industry from high fashion to high technology, government agencies, schools, associations, and voluntary service organizations. I help people become better service providers, and help organizations build uplifting and self-sustaining service cultures.

I define service as taking action to take care of someone else. Or, in commercial terms: