Ron Kaufman, World’s leading educator for uplifting service performance and building service
Ron Kaufman is a leading educator for the world’s uplifting service, performance, and building service cultures. He is an author of a bestseller, “Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet”.
Podcast
Overview
It is the world of services today. Providing an excellent and differentiating service makes an organization stand apart in the market today. Unless thought is put into making oneself unique in the sector, it amounts to the same, and there is no mechanism to pull the maximum customers.
The idea is to identify a key point one wants to focus on and attract the target customers accordingly. Well, why and how to do it? We have all your answers covered in today’s conversation with the leading educator for uplifting services, Mr. Ron Kaufman.
About Ron Kaufman
Ron Kaufman is a leading educator for the world’s uplifting service, performance, and building service cultures. He is an author of a bestseller, “Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet”. Ron has also been rated as a celebrated speaker.
DISCUSSION
Ron explains how can one increase the standard of service by first explaining it. He defines service, as “It is an action to create value for someone else. Lifting service is an action that had not been already taken.”
Ron explains that in order to uplift any service, it is important to first understand the party one is serving.
How to Uplift Service?
Ron explains the process of uplifting service for the target audience by determining one’s curiosity to find out what they want. He lays down the four categories to understand the target audience better:
- Primary product
- Delivery system
- Attitude and mindset
- Ongoing relationship
He further explains that different people would want different things at different times. So, it is up to us to decide the factor we want to focus on and cater to.
Singapore Airlines
Ron has contributed his expertise to the service upliftment of Singapore Airlines. He explains the strong service-providing mechanism of the airlines that makes it a favourite amongst many across the globe.
He explains that the airlines focus on two key things:
- Outstanding Service Performance: Each new crew member before their first flight have to go through rigorous four months of training.
- Outstanding Service Culture: Besides providing service to the passengers, they focus on creating a culture where they focus on their engineers, caterer, sales, pilots, cleaners, etc., enabling them to follow the ongoing culture of providing the best service.
Ron further explains the two cultures of the airlines: service excellence and cost-effectiveness.
Forming Culture
Ron talks about the role of leadership in forming a strong culture that enables exceptional servicing. He emphasises on the importance of leaders to learn and speak the same language as their employees to be able to guide and support them.
When it comes to startups, Ron mentions the extra mile that the founders and leaders need to go to form a strong organizational culture.
Ron ends the conversation by speaking about his book, “Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet”.
Profile
Ron Kaufman is the world’s leading educator for uplifting service performance and building service cultures. He helps leaders, teams, and organizations learn how to serve better, care more, and generate new value in the world.
Ron is author of the New York Times bestseller, “Uplifting Service! The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet” and other books on service, business and inspiration.
Ron’s unique approaches to learning and leadership have been featured in the New York Times, the Wall Street Journal, and Harvard Business Review. For the past four years, GlobalGurus has ranked Ron the #1 Customer Service Guru in the world.
