Enjoy this complete keynote speech by Ron Kaufman at the Swiss National Excellence Awards in Lucerne, Switzerland on Uplifting Service Culture. Ron Kaufman is rated one of the “Top 25 Hot Speakers” by the National Speakers Association – and this keynote speech shows why. Watch as this audience of conservative industry CEOs are captivated by
“Once we set our service standards we’ll start growing.” I overheard this comment between two business people on an airplane recently. And I wondered, is this really the best strategy for growth? Organizations often work to establish standards for common service transactions. While specific standards for service performance can be useful they can also be
Catch the highlights of Ron Kaufman’s keynote speech to the annual conference of True Value Hardware Stores. Making the connection between Service, and the delivery of True Value. Watch more Ron Kaufman Keynote Speeches now.
When facilitating workshops there are things I do to bring something new or fresh to each class. This not only makes it new and exciting for me as a facilitator, but more meaningful and interesting for the audience.
In these short videos, Ron Kaufman explains the rationale, insights, and big ideas behind his three most popular keynote speeches: The Service Keynote, The Leadership Keynote, and The Culture Keynote.
You can enjoy a sampling of all three keynotes this five-minute compilation. Enjoy!
When you build an uplifting service culture in a large organization, senior leaders must initiate the process. But ultimately all levels of leadership must embrace the project from the executives in the board room to supervisors on the shop floor. This is why UP! Your Service recommends a simultaneous “top down” and “bottom up” approach
Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After all, customers are the ones who buy your products and use your services. They come back when they are happy and complain when
Think of the companies in our world known for outstanding service. One thing is common across these organizations – founders and leaders who have declared service to be a top priority, and who align all other practices in the company to make it so. Senior leaders who lower the priority of service should not expect
Disconnects can easily occur across departments, and between levels in a large organization. For example, managers may focus on service metrics, benchmark scores and share of wallet, while frontline workers talk about today’s schedule, a colleague’s problem, or an angry customer’s remark. Excellent service in one office may mean something quite different in another. For
Our weekend was certainly memorable, but it was not what I expected. We did stay in a bungalow right on the beach, but it was a stuffy room with bird-size mosquitoes and a bathroom that emitted a rare and unpleasant seafood smell. The food was tasty, but the service was by no means speedy. All of this might sound like a recipe for a terrible weekend, but somehow it wasn’t. The kindness and obvious effort put forth by the staff made it easier to overlook the resort’s shortcomings. We were always greeted with smiles and addressed by name. On our last night, the cook re-opened his kitchen just so we could try a special local dessert. It was so evident that everyone genuinely wanted to please us.