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Recent Blog Posts

“Service Culture” – what does it mean?

How many times have you tried to explain to a friend or associate, the value of service culture, only to have them misunderstand your intention? Have you often needed to explain that we are educators (and lifelong practitioners) of “service culture”, and found your words inadequate? How can we explain that “service culture” is not just the actions of “customer service”, but a much bigger, much more global offering? Do the words sometimes escape what your heart clearly understands?

Groom and Nurture the ‘Right Attitude’

The passion and enthusiasm from employees with the ‘right attitude’ is not a ‘given’ with a life-time guarantee. How do you retain these employees and sustain their passion for your company’s values and objectives?

Naturally, people want to serve

Going away on holiday is an ideal time to experience service from traditional service providers: airlines, hotels, restaurants and retail operators. As a member of the Uplifting Service team, I recently traveled overseas on vacation, and was eager to experience the the service cultures and individual service providers I encountered. I thought it would be fun “field work” (much to the dismay of my family) and an opportunity to get fresh insights on service in new places.

What came of my experience, however, was much different than a collection of evaluations about service and service providers.

Six common reasons why ‘customer centricity’ initiatives fail

Over the many years of working with organizations to help them become ‘customer centered’, I have witnessed a number of successes as well as failures. By understanding why these well-intentioned initiatives fail and looking for common causes we are able to address them early in the planning process for future initiatives and thus increase the odds of success.

The six most common reasons for failure I have seen throughout my career are these:

The Expression of Appreciation – Creating the Culture of Gratitude

Let me begin by thanking you; thanking you for taking the time to read our blog, for your passion for service. Allow me to tell you how much WE appreciate YOU.

I had the opportunity, recently, to read the most beautiful note of appreciation that was sent to Ron Kaufman. The writer of this note, expressed his gratitude in such a tender, heart-felt way, not from a standpoint of attempting flattery, but spoken from his personal experience. This most wonderful note gave me pause to consider the gifts contained within gratitude.

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?

How to Uplift Angry Customers

Occasionally, into each life, a little rain must fall… in this case, the “rain” is an unhappy customer; this isn’t an “if”, it is a when. When you are in business, and you deal with customers, be it internal customers (employees), external customers (paying customers and clients), or your service partners (distributors, vendors, etc) – eventually someone will feel unheard, uncared for, or mistreated. Should this unhappy customer ruin your day? Quite to the contrary… if this person takes the time, energy, and effort to speak up and air their grievances – you owe them a huge debt of gratitude.

Service in Reverse: Building Partnerships as Customers

The common understanding of service in business today is unidirectional – focused on the service from a provider/supplier to its customer. The pressure and expectation to provide 100% satisfaction is relentless. Getting it right “most of the time” is often considered failure. And clients or patrons let us know when we miss the mark – sometimes with tremendous passion!

But what is our role as customer in this exchange of service for purchase and patronage? If our expectation is zero-defects, what service can we provide as customers to help meet this goal?

What is the real value of service education?

Richard Whiteley’s blog post – ‘Six reasons why ‘customer centricity’ initiatives fail’ – highlights how often initiatives fail due to inadequate education.

The Ultimate Question to Transform Corporate Culture

We regularly work with CEOs and senior leaders to help them build uplifting service cultures and improve service performance. Most leaders understand their roles and are eager to provide direction and support to transform their culture.

However, given their intensive schedules and responsibilities, it’s unreasonable to expect high-level leaders to know the details of all service improvement and culture-building initiatives. While they meet to review initiatives periodically, the Ultimate Question 1.0 can significantly leverage their time and commitment every day.

Ultimate Question 1.0: What is your team’s best idea to improve service today?

Join the community and receive free resources, ideas, and invitations.

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Join the Worldwide Uplifting Community

We’ll send you free resources, education, and ideas for creating positive change in the world.

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.