What's Your Coin? by Ron Kaufman

What can a coin reveal about the service mindset of your leaders and your organization? Watch this video by customer service expert Ron Kaufman to find out now. To be a role model of superior service, pick up YOUR coin and put away today!

In Challenging Times, Service Matters Most! by Ron Kaufman

As the wind of economic cycles blows hard, some businesses try to contain costs by cutting corners on customer service. This is exactly the wrong thing to do, because service matters now more than ever. Here's why:


When people buy during an economic downturn, they are extremely conscious of the hard-earned money that they spend. Customers want more attention, more appreciation and more recognition when making their purchases with you, not less.


Customers want to be sure they get maximum value for the money they spend. They want assistance, education, training, installation, modifications and support. The basic product may remain the same, but they want more service.


Customers want firmer guarantees that their purchase was the right thing to do. In good times, a single bad purchase can be quickly overlooked or forgotten, but in tough times, every expenditure is scrutinized. Provide the assurance your customers seek with generous service guarantees, regular follow-up and speedy follow-through on all queries and complaints.


In difficult economic times, people spend less time traveling and wining and dining, and more time carefully shopping for each and every purchase. Giving great service enhances the customers shopping experience and boosts your own companys image.When times are good, people move fast and sometimes dont notice your efforts. In tougher times, people move more cautiously and notice every extra effort you make.


When money is tight, many people experience a sense of lower self-esteem. When they get good service from your business, it boosts their self-image. And when they feel good about themselves, they feel good about you. And when they feel good about you, they buy.


In tough times, people talk more with each other about saving money and getting good value. Positive word-of-mouth is a powerful force at any time. In difficult times, even more ears will be listening. Be sure the words spoken about your business are good ones!

Quality Service LIVE by Ron Kaufman

Hi,

For those of you who read my blog posts, you will find Mr. Ron Kaufman a familiar name who appeared in my blog posts a couple of times. He is a customer service guru who gave seminars, classes and courses and he is an author of a few books on customer service too. Last year, he was one of the speakers in National Achievers Congress seminar held in Singapore and I attended the seminar. I gave two thumbs up and sing praises to his excellent presentation on customer service.

I managed to find the video blogs on the Internet for one of his seminars for National Achievers Congress. This was held in a few years back in Malaysia. Through this presentation, you will learnt the importance of excellent service mindset, meeting customers' expectations, service recovery, customer loyalty and reasons why some companies failed to give excellent service and why some companies did it. The reason why I enjoyed it so much is that Mr. Ron Kaufman makes it so engaging and enriching. With lots of examples from the various industries, such as retail, banking, hotel, transportation, airline company, and even using personal relationship as an example, you will learnt and able to appreciate the real importance of providing a good service to your customers.

When you watch the video, picture yourself as an attendee of the seminar and "participate". What I mean is that when Mr. Ron Kaufman asks you question, answer it. When he did not complete his sentence, complete it. When he asks you to do certain actions, involve and do it. It is only through participation that you will learnt from it and apply it. After watching the videos, you will realised that how different it is from what is being taught in your company. Of course the concepts are basically almost the same, but you will learnt from it so much more as Mr. Ron Kaufman is able to put you in another perspective which you never realised before.

I hope that this series of videos will benefit you, regardless of which industries you are in, as all of us are customers and relationship building is two way street. However, I would like to emphasis the importance of this series of videos particularly to those who are working in the service line or deal with external customers. I wish that you would share these videos with your friends and colleagues who will benefit from it. If you are a leader or manager in your company who is in the service line, please share these video with your staff. TOGETHER, with your STAFF, MANAGERS please lead the team and push the whole team forward and GROW TOGETHER.

Only when your company grows, then you will benefit from it too. Stop being a whiner and complainer, and STARTS TAKING ACTION NOW! UP YOUR SERVICE!

Quality Service Part 1





Quality Service Part 2





Quality Service Part 3





Quality Service Part 4





Quality Service Part 5





Quality Service Part 6





Quality Service Part 7





Quality Service Part 8





Quality Service Part 9





Quality Service Part 10





Quality Service Part 11





Quality Service Part 12

The Wow, WOw, WOW service experience - The Phantom of the Opera

Recently, I had been to the world renowned musical play - The Phantom of the Opera. With so much excitement and anxiety to watch this musical, this production never failed me down. From the beginning to the end, from visual, to audio, to stage props, to the performers' fantastic acts and singing, the musical play drew us glued to the stage every second without us battling an eyelid. We felt happy for Raoul and Christine to find true love of each other and felt sorry for charming Phantom of the Opera whom nobody showed compassion to.

But most importantly, I actually spotted something which other audience may not noticed. There was this lady who sat a few seats away from me alone by herself with a notebook and pen with her. At first, I thought that she is also involves in the arts scene and thus she brought a notebook along to copy notes for her reference. When it was time for intermission, she left her seat before me and I managed to glimpse her notebook full of notes. While we are walking out of the theatre, she actually made a left turn and entered the staff entrance. It finally dawned on me that she is a staff of the production team!

This is highly impressive as this world renowned musical play who won so many awards and praise, still specially assigned one staff to sit in the audience for the first half of the play to take notes for room of improvement. Every performance is a new learning experience for them to further improve themselves.

This taught us to continuously improving ourselves too. We should not be too proud of our achievement and success, as the ladder of growth never stops.

Below I had attached an article by Mr. Ron Kaufman. He also went to the musical play and also experienced something different too. You will benefit from reading this article.

CREATE AN IMPRESSION THAT LASTS A LIFETIME

by Ron Kaufman

Imagine you had only a moment. Just one moment to make an impression and create a memory that lasts a lifetime. What does it take? What would you do?

We went to the theater to see The Phantom of the Opera. It's a world-famous musical and deservedly so. Fabulous music, incredible sets, a story line to pull your heart strings tight. We arrived late and the show had already begun. We stood outside the theater doors for 10 minutes, until we few "latecomers" were allowed to step inside. It was an awkward situation, hearing the opening music and wondering what we were missing. We could only stand and wait. A gentleman walked by the three of us, and paused. He leaned towards us with enthusiasm and said, "Thank you so much for coming to the theater tonight. I do hope you enjoy the show.

"There was a spirit in his voice, a smile on his face and an authentic twinkle in his eyes. We smiled back, and all of sudden, we didn't feel bad waiting a few more minutes to see the show. The show was wonderful; everything it promises to be. During the intermission, I read about the famous people who created the musical "The Phantom of the Opera". Such a rich history of theaters, playwrights, performances, actors, dancers and musicians. After the show we walked out of the theater. The same gentleman was standing in the foyer with a warm smile and shaking hands with many. I thanked him for welcoming us so warmly, even though we were late for the show. He smiled again; his eyes sparkled."Who are you?" I asked. He gestured to the man standing with him and said, "We are the producers."And then I understood.

It was Sir Cameron Mackintosh who had seen us standing awkwardly outside the theater door. Sir Cameron Mackintosh who paused to give us a warm and genuine welcome. Sir Cameron Mackintosh who, after so many years, so many plays, so many theaters and so many awards, still makes the effort to create moments of magic for his customers. That night on the wrong side of the theater door, we experienced Sir Cameron Mackintosh for just one moment, and he gave our family the highest level of service. We will always remember the play. But we will treasure the moment we were served with such passion; a memory that lasts a lifetime.

* * *Key Learning Point: Sometimes we think "impressions to last a lifetime" require something majestic or romantic, with fireworks or a sunset, with elegance and opulence or a luxurious this or that. But EVERY moment has the necessary ingredient to be memorable and magic: your attention, your intention, your willingness, your desire, your generosity, your spirit ... and another human being to touch.

Action Step: Today, serve someone with so much care and commitment that they can feel it in your voice and see it in your eyes. You don't need a special situation or an excuse for such great service. You only need to focus, to care, to give....to create a moment that will last a lifetime.