benchmarking

Everyone Can Do Service Benchmarking

Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You can do this, too. But don’t let a thorough and detailed approach stop you from encouraging a much simpler version of benchmarking. Remember, one of the goals is for everyone to become curious about …

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Q&A with Ron Kaufman: Harnessing the Power of Service in India through Human Resources

Q: In your opinion, what are some key differences in Indian service culture compared to global practices?
A: The volume of people in India both – as service providers and customers – has an impact on the way people think about service in the country. With such an enormous number of available people, there is a common sense that talent is replaceable, and customers are, too.

So employers, don’t put as much effort into attracting, keeping and growing their employees as their counterparts do in other developed countries. There seems to be an ease or an acceptance that people come and go…and someone new is always coming. But over a long term the danger of this view is that people do come and go, and the human resource department focuses on getting more on new hires rather than retaining the best people as colleagues.

A similar problem exists in relation to providing customer service. With so many people to serve as potential customers, companies don’t put in
as much effort to retain the loyalty of those they have. Continuous customer churn tends to be the norm, while providing truly excellent customer service is the rare exception.

Everyone Can Do Service Benchmarking

Traditional business benchmarking is a high-level activity with careful target selection, substantial pre-visit planning, and a rigorous process of post-visit evaluation and implementation. You can do this, too. But don’t let a thorough and detailed approach stop you from encouraging a much simpler version of benchmarking. Remember, one of the goals is for everyone to become curious about learning and improving.

Service in Singapore: It’s the Caring, Not the Caning

This article about service in Sinagpore was first published in Bloomberg Businessweek. (Copyright, Ron Kaufman) Singapore is not known for being soft. On crime, drugs, graffiti, and corruption, the country is world-renowned for its tough stance, punishing offenders with fines, jail time, and yes, the occasional caning. But in the softer business of delighting customers, …

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Selecting Uplifting Service Stars

A young man I have known for several years was recently hired to work the front desk at a major hotel. Based on my experience with him I know he will do very well in this position and business. In his short tenure he has already impressed his managers with his service to guests. Did this hotel get lucky or do they know how to find the best service talent?

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Welcome to the Worldwide Uplifting Community!​

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.