Ron Kaufman

Ron Kaufman (born 1956) is a book author, columnist, management consultant, keynote speaker, and founder of the customer service training company, UP! Your Service.

Sourced

Lift Me UP! Service With A Smile (2005)

• Service is the currency that keeps our economy moving. I serve you in one business, you serve me in another. When either of us improves, the economy gets a little better. When both of us improve, people are sure to take notice. When everyone improves, the whole world grows stronger and closer together.

• Delighted customers are the only advertisement everyone believes.

• Your product is a starting point. A loyal customer is the goal.

• Service does not exist at the expense of your profits. Profit exists because you made the investment in service.

• If customers leave without a purchase, you have not failed. But if customers leave without a smile, you have.

• The right measure is not how many customers you've got, but how closely you hold them.

• Exceeding expectations is where satisfaction ends and loyalty begins.

• Hearing what you've done right is valuable. Hearing what you've done wrong can be priceless.

• You've got one mouth and two ears. There's a reason.

• The shelter of excuses has a leaky roof.

• The cutting edge of service is always being honed and polished.

• When customers' expectations change faster than your willingness or ability to serve them, you can be sure they'll be someone else's customers soon.

• If you want to stay in business, satisfy customers. If you want to excel in business, delight customers.

• When a customer asks what no one else has ever asked, pay close attention.