When you think about service and service quality, usually things are perceived as being quite abstract and in most cases a matter of individual perception: each customer and each person has a different idea of what quality is to them, each is surprised, amazed or disappointed by a different thing. Ron Kaufman manages not just to relate all these things to practical, well structured elements of a company’s strategy, but also to pinpoint actionable areas in the audience’s individual businesses. You get an actionable plan for your business. And all this in just one day. His enthusiasm and commitment to his beliefs and strategies are contagious and you leave the room with the same level of confidence and willingness to act as he shows on stage. And it’s never obsolete or boring – I was in the audience twice at his conferences and the impact was just as powerful each time.