Enhance your leadership with an outstanding service culture

Customer Service and Service Culture

I’m excited to bring this episode of Soft Skills for Leaders to you today.

My guest is Ron Kaufman, a global leader in the service industry and the author of “Uplifting Service”. Ron is one of the world’s foremost authorities on customer service, and building strong service cultures.

His expertise has been honed through years of working with various organisations, from facilitating international events to advising governments on improving their service culture.

Ron’s insights are not to be missed, as he shares his wealth of knowledge on service excellence and leadership skills. It’s a pleasure to have him here on Soft Skills for Leaders.

In this episode, Ron shares his insights on leadership, service excellence, and the power of caring for the future well-being of individuals and the environment.

From managing expectations and cultivating trust to the evolution of his brand moniker, “serve, care, love,” Ron explores the emotional depth of empathetic care and the importance of creating value for both external and internal customers.

Join us as we delve into the essential soft skills leaders need, and discover how leaders can create oasis moments for their teams amidst overwhelming situations.


00:00 How Ron got started in this journey.

03:11 Promoting Ultimate Frisbee globally and learning about the different customers.

07:06 Creating value through service culture, internally and externally.

12:41 Apple store and Genius Bar create an experience.

14:54 Apple store purchase experience feels like the first time.

18:39 Create exceptional first-day experience for employees.

21:55 “Valuing creativity, innovation, and personal connections.”

25:02 Service culture creates value by contributing to well-being.

28:29 Employee trust matters more than transparency.

30:03 Trust in competence, capacity, and care.

33:18 Recognise others’ emotional needs, and be compassionate.

37:03 Create oasis moments to shift moods effectively.

Why Listen?

Ron Kaufman provides valuable insights and ways of enhancing service culture, building trust, and creating a positive work culture.

By tuning in, leaders can gain an understanding of the importance of caring for the well-being of individuals and the environment, and learn practical soft skills for creating value and fostering strong relationships within their teams and with customers. You will gain actionable strategies to improve customer experiences, motivate your teams, and ultimately elevate your organisation’s service culture.

Talking Points

🌐 Building Trust and Relationships: The significance of care and empathy in building trust, citing competence, capacity, and care as crucial factors. It’s all about creating authentic partnerships and valuing the emotional character of every individual.

📈 Creating Value Beyond Expectations: The importance of going beyond standard service agreements and KPIs to create value for both external and internal customers. The examples shared demonstrate how small, thoughtful gestures can make a significant impact on employee well-being and the overall customer experience.

🎈 Uplifting Service and Emotional Connection: Ron Kaufman’s concept of “uplifting service” emphasises taking actions to ensure the future well-being of others, encompassing financial, physical, emotional, and relational care. The discussion delves into creating oasis moments for teams and the emotional aspects of caring for others.

The top three takeaways from this episode are:

  1. The importance of caring for the future well-being of individuals and the environment, and how this mindset should be integrated into leadership and business practices.
  2. The concept of transparency in customer service, managing expectations, and the significance of creating a positive first impression for new employees.
  3. Recognising the emotional character of every human being, understanding their feelings or values, and taking actions to create value for their well-being through concern and commitment.

Transform your leadership journey with the wisdom shared in this episode. Listen now to develop exceptional soft skills for exemplary service leadership.


Connect with Ron Kaufman

LinkedIn: https://www.linkedin.com/in/ronkaufman/

Website: https://www.ronkaufman.com

Connect with Lisa Evans 

LinkedIn https://www.linkedin.com/in/lisaevansspeaker/

Website  https://www.speakingsavvy.com.au

Ready to level up your speaking, presenting and business storytelling? Book a complimentary coaching session with Lisa here.

Your Host Lisa Evans is one of Australia’s leading Executive Public Speaking Coaches and Corporate Storytelling Trainers. If you would like help training your team in soft skills, public speaking and business storytelling, get in touch with Lisa.




If you are based in Australia, you may be interested in hosting a facilitated storytelling for leader’s workshop. I have delivered these workshops to groups worldwide, both in-person and online. There is a format to suit every group, from two hours to two days. Click the button below, to find out how you can get ahead in your communication using the power of storytelling. 
Lisa Evans helps professionals to craft compelling business stories and become exceptional speakers. Lisa is a certified speaker coach, TEDx speaker coach, four times author, NLP practitioner, graphic recorder and visual storyteller, improvisational actor, and host of the Soft Skills for Leaders podcast She has coached thousands of leaders across a range of industries, including resources, banking, finance, engineering, retail and sales as well as not-for-profit and community associations.  If you wish to take advantage of a complimentary session in order to chat about how you can become an exceptional and successful speaker with a stand-out brand, then use this link to book a time to chat. Download my e-book – How to Build Confidence and Overcome Nervousness.
Lisa Evans

Professional Speaker