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A free newsletter from Ron Kaufman
Issue #86, 2005
Contents This Month
- One Day In America : Service Rules
- Special Invitation: September 6 in Singapore
- On the Personal Side: "Pitch Me!"
- On the Personal Side: Taking Responsibility
- Events: Learn with Ron Kaufman -- LIVE!
- Recommended: Resources for personal and professional growth.
- Learn With Ron Kaufman's Bestselling Video, Audio & Books
- Share This Newsletter with a Friend!
Index of Newsletters
Hello. It's been three months. I have been finishing new books
(available October 2005), shooting new videos for "UP Your
Service College" (launching in 2006) and taking a break with Jen
and Brighten in America. Thanks for your patience and kind notes.
It's good to be back.
ONE DAY IN AMERICA: Service Rules
Walking off the plane we got stuck behind two large Americans who
were talking loud, walking slow and had no sense that an entire
planeload of others were stuck behind them. Rule #1: Service is
not just commercial; it's a way of living that pays attention and
cares about others.
Immigration was fast and polite. How nice for America's official
representative to greet us in such a friendly fashion. Rule #2:
First impressions are lasting impressions. Make yours count!
The luggage cart had wheels in disrepair. Most of them were like
that. Rule #3: Smiling service is not enough; your product must
work well, too!
The taxi was big, old and rattled all the way to our hotel. The
meter started at $6.50. I mentioned the charge to the driver who
said, "Two dollars to get in, four-fifty to get out. That's how
it works here." I wondered how many non-English speakers would
understand his explanation. Rule #4: Good service is using
language your customer understands.
The Hotel Bellman groaned when he saw our three suitcases and
turned to get a baggage trolley. He literally threw my bag from
the trunk to the trolley as I winced. Then he waited for a tip.
Sorry, Rule #5: No one is "entitled" to a tip. Good service
"earns" a tip.
The Concierge was fabulous. If you are ever in Boston, look up
Rob Fournier, Chef Concierge at the Wyndham Boston Hotel. Rule
#6: Good service leads to referrals, which is good for everyone.
We arrived at 2:00pm but check-in was not until 3:00. The check-
in clerk suggested we wait in the Business Center on the 3rd
floor. We went up and found a tiny room with only one chair
available. Back downstairs, we discovered a lovely library on the
ground floor with many comfortable chairs and lighting.
When we checked in at 3:00pm, I asked the clerk why she suggested
we wait in the Business Center instead of the Library. She said
she thought the Business Center was a nice place to sit. I asked
if she had actually ever SEEN it, and she admitted she never had.
I asked how long she'd been working at the hotel and she replied,
"Three months." Rule #7: Good service requires good product
knowledge. Sending your customer to the wrong product or location
will send them out the door.
The room-service menu was poorly printed and almost impossible to
read. I showed it to the housekeeper who said, "They told me to
put it in the room". Rule #8: Good service means bringing obvious
problems to someone who can fix them, not just perpetuating the
problem.
I called to reconfirm our campervan reservation and got a
recording: "Leave a message and we will call you back. We value
your business." They never did call back. Rule #9: Good service
means keeping your promises.
We made a reservation at a campground, but later changed our
travel plans. I called to cancel the reservation and was told
"Our policy is to charge you if you do not cancel within 48
hours." But I had just made the reservation for that very night!
"Sorry, that's our policy," she said. I asked to speak with the
owner, who promptly agreed not to charge me. Rule #10: Good
service means using your common sense.
Service Rules:
#1: Service is a way of living that pays attention and cares
about others.
#2: First impressions are lasting impressions. Make yours count!
#3: Smiling service is not enough; your product must work well,
too!
#4: Good service is using language your customer understands.
#5: No one is "entitled" to a tip. Good service "earns" a tip.
#6: Good service leads to referrals, which is good for everyone.
#7: Good service requires good product knowledge. Sending your
customer to the wrong product or location will send them out the
door.
#8: Good service means bringing obvious problems to someone who
can fix them, not just perpetuating the problem.
#9: Good service means keeping your promises.
#10: Good service means using your common sense.
SERVICE IN AMERICA? Inconsistency Rules.
SPECIAL INVITATION: September 6 in Singapore
If you are in Singapore on Sept 6, come for a presentation on
"Building A Powerful Public Identity" organized by XL Events and
Asia Professional Speakers. I will be describing the actions I
use to communicate with a global audience, which YOU can use
effectively, too. Admission is $30 for two persons, 6:15-9:45pm
@ NTUC Centre Auditorium, 1 Marina Blvd. Call 6372-3586 for
reservations. Print out and bring this newsletter and I'll give
you a complimentary copy of the "Unbelievable!" video (normally
$59). This gift is for newsletter subscribers only.
ON THE PERSONAL SIDE: "Pitch Me!"
Brighten's vocabulary is bounding. She's as eager about under-
standing "orthogonal" as she is about the meaning of "snag" and
"pitch".
The other day we were in the swimming pool and it was time to get
out. She protested for a few bonus minutes (always) and then a
compromise (inevitably) and then for a bonus of the compromise
(usually). Finally I said it WAS time to go, and she pleaded for
just a few more minutes.
"OK", I said. "You've got to convince me. Go ahead, pitch me!"
She understood it was time to sell, and sell hard. She thought
for a flash and then blurted out, "I'm growing fast and my
bathing suit is getting smaller on me and I have to use it while
it still fits!"
As I stood in shock, and then laughter, she smiled her way back
into the pool for a few more well-won minutes.
ON THE PERSONAL SIDE: Taking Responsibility
Brighten had her ears pierced to celebrate her 9th birthday. But
she found it troublesome to keep them from closing up in her busy
life of swimming, homework, sleep-over parties, etc.
I asked her about letting her ears close up, knowing that one day
she would have them re-pierced and have to go through the whole
process again. She was quite clear about the situation and
replied, "Having your ears pierced is a lot of responsibility. I
don't want to have that much responsibility for my ears right
now. I'm still a kid and having fun."
Now THAT'S taking responsibility!
* * *
Wishing you a positive and productive month! > Ron Kaufman
* * * * * * * * * * * * * * * * * * * * * *
Dear Ron,
About 4-5 months ago I had the privilege of attending one of your
talks and I must say how very much I enjoyed it. I don't remember
laughing and learning so much from a single speaker. In addition,
you showed generosity by giving away a lot of reading material
and books. You certainly have what it takes to hold the attention
of an audience for as long as you want. Congratulations!
I also wish to express how much I value and appreciate your
e-mails that feature excellent observations and write ups.
With appreciation,
Rebecca
UPCOMING EVENTS: Learn with Ron Kaufman - LIVE!
Extraordinary opportunities to
educate and motivate your entire service team. See you there!
UP YOUR SERVICE - 2005! Featuring Ron's most popular and powerful
presentations: "The Secrets of Superior Service", "Partnership
Power" and "Service Encounters of the Third Kind".
MANILA, Philippines: 12 September 2005
Call (63)-2-876-5200 or admin@teamasia.com
SINGAPORE: 5 October 2005
Call (65)6288-1273 or enquiries@partners-conference.com
DUBAI: 27 February 2006
Call (9714)352-7803 or rightsel@emirates.net.ae
KOTA KINABALU: 8 March 2006
Call 60-82-45666 or priorityone@pd.jaring.my
HOW TO BUILD A COMPANY CULTURE THAT SERVES, SIZZLES & SUCCEEDS!
Learn how to get the best staff and keep them longer. Get the
best customers and keep them forever!
KUALA LUMPUR, Malaysia: 29 Sept 2005
Call (60)012 322 5707 or adc@synergyentire.com
WRITING BACK! Learn how to increase customer loyalty through
effective written responses to customer complaints & compliments.
This intensive two-day workshop has been proven with government,
financial, medical and professional services, hospitality,
manufacturing and retailing organizations. It can help you, too!
SINGAPORE: 8-9 September, 15-16 November 2005
Call (65)6376-0777 or Mktg@sqcentre.com
DUBAI: 28 February - 1 March 2006
Call (9714)352-7803 or rightsel@emirates.net.ae
* * * * * * * * * * * * * * * * * * * * * *
RECOMMENDED: Resources for personal and professional growth.
Engage! Landmark Education's "curriculum for living" is positive
and profound. Integrity, responsibility, commitment. Live a life
you really love. www.LandmarkEducation.com
Explore! The Hoffman Quadrinity Process is an intensive 7-day
course in personal freedom, compassion and awakening. Proven and
lasting results with solid credentials. See www.Quadrinity.com.au
Enjoy! Avatar courses are enlightening and esoteric. Building an
Enlightened Planetary Civilization one thought at a time. Get the
free e-book, "Living Deliberately", at www.AvatarEPC.com
LEARN WITH RON KAUFMAN'S BESTSELLING VIDEO, AUDIO & BOOKS:
View and order from http://www.RonKaufman.com/products.html or
http://www.amazon.com/exec/obidos/ISBN=981042132X/ronkaufmanA/
"Inspiring people to learn, improve and grow."
Ron Kaufman - Active Learning!
50 Bayshore Park #31-01, Aquamarine Tower
Singapore 469977
Tel: 65-6441-2760 Fax: 65-6444-8292
e-mail: Ron@RonKaufman.com
Visit the Website: http://www.RonKaufman.com
You may forward this newsletter to your customers and colleagues
with full copyright and contact information intact, like this:
Copyright, 2005, Ron Kaufman. All rights reserved.
Ron Kaufman is an internationally acclaimed innovator
and motivator for partnerships and quality service, and
the author of the best-selling "UP Your Service!" books
and the award-winning monthly newsletter, "The Best of
Active Learning!" Visit www.RonKaufman.com
Thank You!
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