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