RETAILOBSERVER.COM APRIL 2015
14
B O O K R E V I E W
W
e 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 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.
UPLIFTING SERVICE:
The Proven Path to Delighting Your Customers, Colleagues, and Everyone
Else You Meet
Author: Ron Kaufman, UP! Your Service founder and chairman,
believes service is the essence of humanity. He has helped
companies on every continent build a culture of uplifting service
that delivers real business results year after year.
To learn more about Ron Kaufman, and 14 other books on service,
business, and inspiration, please visit www.RonKaufman.com.
Publisher: Evolve Publishing
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