Documente Academic
Documente Profesional
Documente Cultură
Service
with a Smile
eB o o k L ice ns e A greem en t
Our eBooks contain copyrighted material. Your use of the eBook constitutes your agreement to the terms
and conditions set forth in this License Agreement. Please read the entire License Agreement carefully.
Ron Kaufman Pte Ltd (RKPL) agrees to grant, and the user of the eBook agrees to accept, a nonexclusive
license to install and use the eBook under the following terms and conditions.
e B o o k U s a g e The eBook may be used by one user on one computer or electronic reading
device. The user of the eBook shall be subject to all of the terms of this License Agreement, whether or
not the user was the purchaser. If you need access for more than one user, please purchase an additional
copy for each user. Alternatively, you may purchase a volume licensing agreement by contacting
Sales@UpYourService.com
You may create and save bookmarks, highlights, tags and notes as provided by the functionality of the
eBook software or device.
P r i n t i n g You may occasionally print a few pages of the eBooks text (but not entire Sections)
for your personal use, which may include sending the printed pages to a co-worker or client who has
requested information from you (but you must warn him/her in writing that copyright law prohibits him/
her from redistributing those pages to anyone else). Other than as set forth above, you may not print
pages and/or distribute eBook content to others.
C o p y r i g h t, U s e , a n d R e s al e P r o h i b i t i o n s All content in the eBook
is protected by copyright, and Ron Kaufman Pte Ltd owns the copyright and the eBook itself. Other
than as stated in this License Agreement, you may not copy, print, modify, remove, delete, augment,
add to, publish, transmit, sell, resell, rent, create derivative works from, or in any way exploit any of the
eBooks content, in whole or in part, and you may not aid or permit others to do so. The unauthorized
use or distribution of copyrighted or other proprietary content is illegal and could subject the purchaser
to substantial money damages. Purchaser will be liable for any damage resulting from any violation of
this License Agreement, including any infringement of copyrights or proprietary rights.
N o T r a n s f e r This license is not transferrable by the eBook purchaser. If you transfer
possession of the eBook to another party, the license is automatically terminated. Such termination will
be in addition to any civil or other remedies available to Ron Kaufman Pte Ltd.
D i s c la i m e r Ron Kaufman Pte Ltd does not guarantee that the information in the eBook is
error-free or warrant that the eBook will meet your requirements or that the operation of the eBook will
be uninterrupted or error-free. The eBook is provided as is without warranty of any kind, either express
or implied or statutory, including, without limitation, implied warranties of merchantability and fitness
for a particular purpose. The entire risk as to the results and performance of the eBook is assumed
by you. In no event will Ron Kaufman Pte Ltd be liable for any damages, including, without limitation,
incidental and consequential damages and damages for lost data or profits arising out of the download
or use of the eBook or the inability to use it. The entire liability of Ron Kaufman Pte Ltd shall be limited
to the amount actually paid by you for the eBook license.
Y o u r A g r e e m e n t Your use of the eBook constitutes your agreement to the above terms
and conditions. This Agreement is governed by Singapore law.
Service
with a Smile
2. Quotations
3. Self-Help
4. Ron Kaufman
5. Title
Contents
Service Counts 4
Service Improvement 41
Service Attitude 92
Service Innovation 118
In business today,
service is not an issue:
if you dont provide
service, youre out of
business.
Customer experience
is the next competitive
battleground. Its where
business is going to be
won or lost.
John Bell
Tom Knighton
1
Lift Me UP Service with a Smile
Service
Counts
5
Be it furniture, clothes
or health care, many
industries today are
marketing nothing
more than commodities
no more, no less.
What will make the
difference in the long
run is the care and
feeding of customers.
Ron Kaufman
Debbi Fields
Jerry Fritz
Michael Mescon
It is well worth
remembering that the
customer is the most
important factor in any
business. If you dont
think so, try getting
along without him for a
while.
Napoleon Hill
Ed Zeitz
The purpose of a
business is to create
and keep
customers.
Theodore Levitt
Doug Warner
Ichiro Inumaru
A product is a starting
point. A loyal customer
is the goal.
More business is
lost every year
through neglect than
through any other
cause.
I dont want to do
business with those
who dont make a
profit, because they
cant give the best
service.
Jim Cathcart
Janelle Barlow
Richard Bach
Ron Kaufman
Service comes at a
price. You need to
pay the price to make
a profit.
Quality is remembered
long after the price is
forgotten.
Gucci slogan
Elbert Hubbard
Henry Ford
Dan Burt
An investment in great
service is the most sure
to pay you back.
A change in attitude
changes everything.
15
Marlene Blaszczyk
Karl Albrecht
Gary Comer
To create customers
that care, provide good
customer care.
Every companys
greatest assets are its
customers, because
without customers there
is no company.
Lou Gerstner
Steve Jobs
Anonymous
Michael LeBoeuf
A business is supported
on a solid foundation of
customers.
18
19
Marshall Field
David Ogilvy
Tony Alessandra
B.F. Harris
If youre competing to
win, you need service
on your side.
21
John Tscholl
Ed Mitchell
Jim Rohn
Sam Walton
Never underestimate
the power of your
customers.
22
23
After-sales service is
more important than
assistance before sales.
It is through such
service that one gets
permanent customers.
Kara Parlin
Konosuke Matsushita
No company has a
permanent consumer
franchise. No one has
the only game in town.
The never-ending
cycle of destruction
and change inherent in
a capitalist economy
always provides new
opportunities for those
with determination,
goals and concentration.
Harvey Mackay
A failing business
thinks it costs too much
to provide superior
service. A successful
business knows it costs
too much not to.
I consider each
customer as a family
member who deserves
nothing but the best
service.
Stew Leonard
Tammy Toh
Ron Kaufman
Make a customer,
not a sale.
Katherine Barchetti
Shirley Chisholm
Ron Kaufman
It is one of the
most beautiful
compensations in
life, that no man can
sincerely try to help
another without helping
himself.
Ron Kaufman
Choose your challenge:
Spend time finding out
what they want or spend
more time trying to sell
them what youve got.
Jenny McKenzie
Liz Claiborne
Ed Macauley
Douglas Adams
John Spoelhof
Im not a driven
businessman, but a
driven artist. I never
think about money.
Beautiful things make
money.
Geoffrey Beene
Winston Churchill
Tom Watson
Erwin Frand
37
Consumers are
statistics. Customers
are people.
Stanley Marcus
Albert Schweitzer
Susan Marthaller
Knowledge is power.
Treat your customers
as the ultimate power
source.
38
Isaac Mophatlane
Ron Kaufman
2
Lift Me UP Service with a Smile
Service
Improvement
When you increase your
output, the input will
take care of itself.
Be outrageous!
Its the only place
that isnt crowded.
Mikki Williams
Sam Walton
When an opportunity
arises to show your
customers you care,
take it!
If customers leave
without a purchase, you
have not failed. But if
customers leave without
a smile, you have.
Debbi Fields
Be irresistible!
Be the best you can be
in every possible way.
Outrageous actions
can lead to outrageous
results.
42
43
Double-check your
voice mail message.
Listen to your on-hold
words and music. Write
welcoming scripts for
your telephone team.
Pay attention to the
music in your office and
lobby areas. Make sure
what your customers
hear sounds good.
Denis Waitley
Horst Schulz
C.G. Campbell
Ron Kaufman
Customer complaints
are the schoolbooks
from which we learn.
Lou Gerstner
Without great
employees you can
never have great
customer service.
Richard Gerson
Donald Porter
Making an honest
mistake is acceptable.
Failing to fix it is not.
46
Developing great
employees attracts great
customers.
47
L.L. Bean
Chang Yu Sang
Gary Tooker
Ron Kaufman
Testimonials describe
what has been, and are
a promise of what is to
come.
49
We consistently seek
out very demanding
customers, which
challenges us
to perform even
better.
Suresh Sundram
Nothing is more
harmful to the service,
than the neglect of
discipline; for that
discipline, more than
numbers, gives one
army superiority over
another.
George Washington
Supon Pornnirunlit
Quality is everyones
responsibility.
W. Edwards Deming
Thomas Fuller
Allen Boone
Carl Jung
Ron Kaufman
John Welch
Napoleon Hill
Cesar Ritz
Without commitment, no
price will be low enough.
With commitment, no
price will be too high.
Jenny Craig
Ron Zemke
Anne Frank
Ian Kennedy
Constant acts of
goodness are worth far
more than rare acts of
greatness.
To be prepared is half
the victory.
Miguel de Cervantes
Rebecca Kaufman
Spectacular achievement
is always preceded
by spectacular
preparation.
In our factory, we
make lipstick. In our
advertising, we sell
hope.
Robert Schuller
Charles Revlon
Preparation clears a
pathway for success.
59
Quality in a service or
product is not what you
put into it. Its what the
client or customer gets
out of it.
Peter Drucker
Occasionally problems
will occur. When
it happens to your
customers, fix the
problem fast. Make
it your speed and
generosity that gets
remembered, not the
problem.
Ron Kaufman
Ron Kaufman
If theyre going to
remember the problem,
make sure they
remember it fondly.
A well-informed
employee is the best
salesperson a company
can have.
Edwin Thomas
Dwight D. Eisenhower
Outstanding leaders
go out of their way to
boost the self-esteem
of their personnel.
When people believe
in them-selves, its
amazing what they can
accomplish.
An acre of performance
is worth a whole world
of promise.
William Howells
Sam Walton
William Ward
Alfred Montapert
Unless commitment is
made, there are only
promises and hopes, but
no plans.
Eighty percent of
success is showing up.
Woody Allen
Peter Drucker
Behave toward
everyone as if you
are receiving a great
guest.
Confucius
Efficiency is
doing things right;
effectiveness is
doing the right
things.
George Canning
Peter Drucker
Procrastination is the
beginning of poor
performance.
German proverb
Confidence is
contagious so is
lack of
confidence.
Ron Kaufman
Michael OBrien
Be confident enough to
encourage confidence in
others.
A scattered effort is a
poor effort.
69
Reason alone is
insufficient to make
us enthusiastic in any
matter.
Nordstroms employee
manual
Franois de La
Rochefoucauld
Shall we make a
new rule of life from
tonight: always to try to
be a little kinder than is
necessary?
Paul Parker
J.M. Barrie
Camillo di Cavour
Warren Bennis
Samuel Kaufman
Only a well-oiled
machine runs smoothly.
John Akers
73
Everyone needs to be
valued. Everyone has
the potential to give
something back.
Ron Kaufman
Ron Kaufman
Ted Engstrom
George Patton
I consider my ability
to arouse enthusiasm
among people the
greatest asset I possess.
Charles Schwab
Elbert Hubbard
Charles Schwab
In a service situation,
each delay can mean
many unsatisfied
customers, each one
telling many more.
Enthusiastic service
providers create
enthusiastic customers.
Be extraordinary!
77
I would rather be
surrounded by smart
people than have a
huge budget. Smart
people will get you
there faster.
Ethan Rasiel
It is surprising what
people can do when
they have to, and how
little most will do when
they dont have to.
Walter Linn
Warren Buffett
Richard Marcinko
Intelligence is useful.
Energy is valuable.
Integrity is essential.
Create a compelling
service vision. When
people want to, they will.
79
A thousand words
will not leave so deep
an impression as one
deed.
Henrik Ibsen
Mark Twain
Richard Thalheimer
Quality is never an
accident; it is always
the result of high
intention, sincere effort,
intelligent direction
and skillful execution;
it represents the
wise choice of many
alternatives.
Warren Buffett
People expect a
certain response from
a business. When you
pleasantly exceed those
expectations youve
passed an important
psychological
threshold.
Daniel Scroggin
Richard Thalheimer
William Foster
Quality is a choice.
Choose to make it better.
82
Exceeding expectations
is where satisfaction
ends and loyalty begins.
Excellence is doing
ordinary things
extraordinarily well.
John Gardner
Edward Harriman
Charles Knight
Everything ordinary
has the potential to be
extraordinary.
Compromise in your
arguments, not in your
expectations.
85
John Bernet
Anthony Yeo
Bill Gates
Kate Zabriskie
James Bennis
Peter Drucker
89
No institution can
survive if it needs
geniuses to manage it.
It must be organized
to be able to get along
under a leadership
composed of average
human beings.
Sometimes we become
so expert in our own
domain, we forget that
customers may be less
familiar.
Wyn Dunford
Ron Kaufman
Shelley Wake
Peter Drucker
A customer who
complains is my best
friend.
Stew Leonard
Harry Beckwith
3
Lift Me UP Service with a Smile
Service
Attitude
Hearing what youve
done right is valuable.
Hearing what youve
done wrong can be
priceless.
Dante Alighieri
Everyone has an
invisible sign hanging
from their neck saying,
Please make me feel
important. Remember
this message when
working with people.
Mary Kay Ash
William Penn
Performance is
your reality. Forget
everything else.
Harold Geneen
Whatever happens,
take responsibility.
Anthony Robbins
Frederick Collins
Og Mandino
A professional is
someone who can do
his best work when he
doesnt feel like it.
Elizabeth Stanton
Alistair Cooke
Benjamin Franklin
Herman Melville
Kindness in words
creates confidence.
Kindness in thinking
creates profundity.
Kindness in giving
creates love.
Lao Tzu
It is easier to do a job
right than to explain
why you didnt.
Be unselfish. That
is the first and final
commandment for
those who would be
useful, and happy in
their usefulness.
Charles Eliot
The measure of
greatness is not how
much you have got,
but how much you are
willing to give.
Lou Holtz
George Patton
Paul Moody
William Barclay
Every day is an
opportunity to make a
difference. What will you
do today?
Meeting expectations
is good. Exceeding
expectations is better.
103
It is when we forget
ourselves that we do
things which will be
remembered.
Rebecca Kaufman
William Shakespeare
Leo Tolstoy
I am seeking, I am
striving, I am in it with
all my heart.
Vincent van Gogh
Dean Briggs
We distinguish the
excellent man from the
common man by saying
that the former is the
one who makes great
demands on himself,
and the latter who
makes no demands on
himself.
Enthusiasm is like
having two right hands.
The principle is
competing with yourself. Its all about self
improvement, about
being better than you
were the day before.
Elbert Hubbard
Les Brown
Dietrich Bonhoeffer
Steve Young
109
Richard Moss
Edmund Burke
Gilbert Chesterton
Attention is measured in
quality not quantity.
111
A successful person is
one who can lay a firm
foundation with the
bricks that other people
throw at him or her.
W. Clement Stone
David Brinkley
Thomas Jefferson
Lord Chesterfield
Strive not to be a
success, but rather to
be of value.
Albert Einstein
Josh Billings
Louis Auchincloss
John D. Rockefeller
To be good, do good.
115
He who excuses
himself, accuses
himself.
Gabriel Meurier
Nelson Henderson
Ivan Benson
Marie Curie
What is an organization?
What is a family? What
is our world? We are a
collection of individuals,
all sharing life together.
Ron Kaufman
Peter Drucker
4
Lift Me UP Service with a Smile
Service
Innovation
Create new ways to
serve your customers
(innovation), and better
ways to tell them about
it (marketing).
Grace Hopper
In business, the
competition will bite you
if you keep running. If
you stand still, they will
swallow you.
William Knudsen
Steve Jobs
If you want to be
creative in your
company, your career,
your life, all it takes is
one step: the extra one.
Progress is a tide. If we
stand still we will surely
be drowned. To stay on
the crest, we have to
keep moving.
Jack Welch
Dale Dauten
Harold Mayfield
Jack Welch
Everything can be
improved.
C. W. Barron
Stewart Brand
When customers
expectations change
faster than your
willingness or ability to
serve them, you can be
sure theyll be someone
elses customers soon.
Flatten or be flattened.
Use new technology to
serve your customers
better.
Philip Cosby
Nelson Jackson
Thomas Friedman
Harry Beckwith
Ludwig Wittgenstein
There is a quality of
mind which leads in
making discoveries. It
is the power of never
letting exceptions go
unnoticed.
Francis Darwin
William Hurt
Anita Roddick
The easier it is to do
something, the harder
it is to change the way
you do it.
Steve Wozniak
Thomas Crum
Thomas Edison
James Morse
Marian Edelman
If you think of
standardization as the
best you know today,
but which will be
improved tomorrow,
you can get
somewhere.
John Dewey
Charles Connolly
Henry Ford
Be willing to challenge
your current beliefs.
Even the best ideas fade
with age.
Make continuous
improvement your
standardization.
134
Success is constantly
moving toward the
steady goal of loyal and
delighted customers.
135
Thank you for choosing this book! Among the 512 positive
quotes, quips and action tips, this one is my favorite:
I expect to pass through life but once. If there be
any kindness I can show, or any good thing I can
do for any fellow being, let me do it now, as I shall
not pass this way again.
William Penn
Which quote do you enjoy the most? Who can you share
it with in kindness today?
Wishing you a service with a smile!
Article Library
Hundreds of tips, techniques, and real best practice examples with action steps you
can apply right away. Learn what you can do right now to improve your service
performance and build a stronger service culture.
Video Library
Tools for
Your Journey
Every great expedition begins with a
great idea. However, embarking on your journey
Innovative ideas and useful insights. Watch these short videos to understand the
benefits, issues, and challenges in building an uplifting service culture. You will
learn a lot in just a few short minutes.
Assessments
Are you an Uplifting Service Provider? Take the quiz to find out. Are you an
Uplifting Service Leader? Take the test to discover your rating. Do you have an
Uplifting Service Culture? Find out now.
Webinars
Ron Kaufman explains how the Uplifting Service architecture works, and how you
can put it to work right away. Each webinar is packed with case study examples,
insights, and results. You can learn more online, anytime, at your convenience.
Beautiful images and inspiring quotations to uplift everyone where you work and
live. Colorful posters are in high-resolution format for you to print, hang on your
walls, and enjoy. Slide shows can be used for
meetings and special events. Attractive screen
savers to uplift you when you are serving others.
Get these
Quotations on Service
FREE
resources now at
UpliftingService.com
Email Newsletter
4UpYourService.com/subscribe
Subscribing to INSIGHTS is the best way of keeping in touch with UP! Your
Service and Ron Kaufman. You will receive free articles, videos, white papers, and
other valuable tools for improving service performance and building an Uplifting
Service culture.
Join the
Uplifting Service
Community
Join Ron Kaufman and many
thousands of Uplifting Service
enthusiasts, sharing the latest news, ideas,
4UpYourService.com/blog
The UP! Your Service blog is an open community for committed service leaders,
managers, and providers. We are dedicated to creating a world where people are
educated and inspired to excel in service to others. We welcome your views and
participation.
4RonKaufman.com/blog
Follow Ron Kaufman on his service adventures around the world. If you want to
know where the worlds leader in Uplifting Service is and who he is serving, this
is the blog to watch.
4LinkedIn.com/in/ronkaufman
4Facebook.com/RonKaufmanUPYourService
If you are a senior leader or manager responsible for the service culture in your
organization, you can connect with Ron Kaufman through the worlds largest
professional networking community.
Be a fan of Ron Kaufman and Uplifting Service on Facebook. Like this page to
enjoy all the latest news, photographs, and updates. Follow Ron Kaufman around
the world.
4@RonKaufman/@UpYourService
Follow on Twitter for instant updates on whats happening, including tips, insights,
and ideas from everywhere in the world of Uplifting Service.
YouTube
4YouTube.com/RonKaufman
The online video home where you can enjoy hundreds of videos by Ron Kaufman
and others in the Uplifting Service community. This is where one of the worlds
top-rated speakers turns it ON for your education and enjoyment.
Meet
About
Ron Kaufman
E mail / W eb :
E mail / W eb :
Enquiry@UpYourService.com
UpYourService.com
Enquiry@RonKaufman.com
RonKaufman.com
RonKaufman.com
UpYourService.com