Uplifting Service

Ron Kaufman argues that organizations often lack the clear, structured practices for service that surgeons, pilots and product launch teams rely on. Service is too often left to a single department and guided by clichés such as the idea that the customer is always right, while internal politics and inefficient methods undermine promises to customers. Drawing on more than two decades of helping leaders transform service cultures, Kaufman found that successful teams differ but share the same underlying architecture. He sets out principles, actionable models and tools for businesses, governments, communities and homes, illustrated with case studies. Published in 2012, it appeared on the New York Times and USA Today best seller lists.

Ann Rhodes, an executive vice president at JetBlue, endorsed it, praising the architecture Kaufman provides for building a service culture. Jagdish Ramaswamy of Wipro praised it as a guide for every service provider, saying he had walked the same path and seen the results.