Asghar Khan / Gulf News

I like the spirit of service to remove in everyone I meet, all the time, “said Ron Kaufman.

You can draw the customer takes only three minutes? Yes, said Ron Kaufman, spokesman for the main service, which has recently virtual Up Your Service College in Dubai launched.

Participation Ron Kaufman seminar on “Up Your Service” is like being swept away by mental twister. Your ideas and creative instincts are moved, dusted, and a violent shake-down that you honor ingigorated – feel mentally fresh, your mind filled with new about concepts and ideas.

Self-confessed drug addict from the loudspeakers of the cult, but I was blown away by his spontaneous reaction to a trick question: How do you catch consumers’ attention for only three minutes?

Ron The answer is two words: “Be careful” Seeing that I expect him to get to say., He explained: “We should really look sincere, loyal and present-in-the-moment attentive interest in listening and care about this person.

“The people who really focus, they are so rare these days that if you offer your customers, he / she shall forfeit to what you say.

“For example, think about what happens at home,” he said.

“How often do you really listen and are completely committed to the person you talk to but a relationship with someone to set up? … And you are his / her open it.

Can say that her concern, and you can her be able to offer assistance. Or it can say what a wonderful time and you have to share her happiness. ”

Ron Kaufman, an internationally acclaimed innovator and motivation for the partnership and the quality of services to organizations to help the world achieve superior service, increase customer loyalty, create strong partnerships and build winning teams.

He has worked with multinational companies, government and industrial organizations in the field of high technology, financial, medical and professional services, manufacturing, retail, entertainment, tourism and public recreation.

Thus, with respect to the services sector, which the men from the boys away?

“If you want to differentiate from the competition on the basis of your [business] culture to attract the best people to work with you … then you show a real passion for the experience that consumers,” he said .

You have to look at everything from a customer perspective, … substantially in their shoes. You need to find out where they came from until you know what they are concerned, while they are with you and where to go once I was with you, he said.

“This way you can be much more robust supply of quality of the service experience, not because you’re selling something that happens to be good (it’s part of it), but the experience of being sold something that is good.

“Another part of the operational experience is that if a distinction must be made clear to you that market segment focused on.”

He offers an example of Southwest Airlines, budget airline. “The goal of the game is to get there fast, cheap and safe. [They are not spending too much effort to do things like coffee, furniture, etc.] They are targeting a very specific areas that their customers value and then will do everything for it to focus and increase their value in that area clearly. ”

So, what can they do to their services?

Ron offers some of the plans: “Take the issue of security,” he said. They can provide the exact size, plastic bags in which you make your milk, pasta, etc., a memory or by e-mail or information about the check-in counter on my shoes, laptop, belt … She was the information on their website and attach it to e-mail that you confirm send the ticket, he said.

“There are things that all airlines can do to better experience for the guest to provide. With the new rules about what you do in your hand luggage, enough time comments like to hear,” Oh, I forgot that my scissors in my pocket and they are. Scissors for $ 200, because I am a hairdresser. “” Whether it is a very expensive cream bought one on vacation, which (of course) who do not want to throw away.

Airlines can be a tie-up has

with the courier company or to place and respond to suffering, as the passenger’s’ okay, send it to yourself. “This service will be as smooth but the air is going to be it’s not my thing ..” Yes, but it is not a solution. ”

Our services are thinking of developing our academic environment, family education, social status, culture … So, how is a man teach people to be different from the thinking that they have?

“It’s more about teaching people how they can best education that they find,” he said.

“Robert Fritz, author of the path of least resistance, said that people who make the greatest progress are those that are very clear where you want to get in and they are also very clear about where we are right now .. so You have feet on the ground and your head in the clouds. If you’re in both at once the path of least resistance in the direction you want to create musíte Sun. both – a fantasy you aware of where you move forward s cílem. My studies are the “Up Your Service College” was designed to be a step at a time and eventually go where you want to be. ”

So the nations and countries have a particular service culture? By working closely with several countries, has zeroed in about Ron service culture space. People from one country to the Far East, for example, he says, is very gentle, kind, compassionate and caring.

Now if they could add speed servic aspect, it wuld be great combination.

How will the pace of Dubai? “Before I talk about Dubai, I will give you an example of the Middle East – Oman,” he said. Their hospitality is so delicate, it is legendary, it says something about the culture in the Arab world.

“Dubai is a very interesting place because there is so much business going on here … It is multi-cultural, multi-ethnic and multi-sector, to qualify in a blanket terminology.”

Raising bar

We all have bad days often. But how do you get to a level where they are above his own concerns and ask someone for his / her day?

“It is discipline,” insists Ron, who is convinced that his future is contained in its past. “When I came from the boss and I wear that [reprimand] around, [it is not good] I put it to my wife and my children and they are really sad .. Ideally, I sat down with the boss and clear that it or analyze it in my thoughts and solve the problem.

“In the service sector can always [to sit and] analyze because you on your feet all the time. You get a rough customer, you can do it and then another customer who knows that the last one was rough but Why do I have a problem. was the last customer to another customer?

“I want the spirit of service to remove in everyone I meet, all the time. This is a big target, and there are times when I am not after her, but then if I do not live up to what my next task – trying to back it up is the essence of how to keep regenerating itself for the willingness to be nice to others .. If you realize that you control, “explains Ron.

To issue and Ron seminars are very popular with companies who can afford it. But interest in achieving the maximum number of people with Ron over the past two years, invested large amounts of time and the $ 1,000,000 of development for College Your Service, Virtual College, where his education, training real, exercises, activities , discussion, role play, discussion, are all available on DVD.

Vocational training school was opened last year in Singapore, where Ron has a number of government and commercial customers. He now has clients in London, Holland, Dubai, Saudi Arabia, Thailand, China, Finland, India and Indonesia.

Youth

Ron Kaufman grew up in Westport, Connecticut, United States of America. He studied international political history of Brown University, London and two years in Europe, while still in college, especially in the south of France to learn French and the culture and fun to understand.

He returned to Brown for her year and want to learn more about how countries at war can forge alliances business almost as soon as the war ended. He was fascinated by the fact that people would wage war and kill each other, and five years later, a business can be together.

Sports, he has discovered, plays an important role in bridging the gap.

For example, he said, immediately after the country’s Second World War, who was busy fighting with each other to play football.

Ron decided to become a citizen of skill in diplomacy to accept. He has a group of people in China and the Soviet Union, “the wall to help reduce misunderstandings.”

His views on the role of sport in building bridges between people, it is perhaps a reflection of the time when he was busy organizing his Frisbee Festivals high school days.

Ron uses Ultimate Frisbee, which is a bit like an antenna at his school football – Staple High School, Connecticut to play. When he went to Europe and started a frisbee tournament and parties to organize, and there was a huge success.

Ron organizational roles and the high tension in the commentary box led him to his first seminar in corporate American Express, and it eventually led to his is a specialist in adult education, instructional design, or design.

In 1990 the government of Singapore invited him to help establish a culture of service in various ministries. Ron went for a week program, but he wanted the place so much he stayed in Singapore. He was the Project Manager to be for curriculum and later a master coach.

Singapore has also proved a good springboard for the programs in the Middle East, and he spent much time in Dubai leads the public, as well as in-house programs. His recent visit to Dubai was the start of training college, in collaboration with the right choice, Dubai.

So how did Ron and integrate his message ‘to their services “in his personal life?

“It is not easy,” said Ron. “I have something I learned from a man who I admire a lot of mention. I have a commitment to a balanced life to lead, it does not mean I do not admire and appreciate the balance in my life .. It is not my main priority. I have a commitment to life incredibly passionate about life So when I was with my daughter, Fleur, for example. I really want with her to be.

“When I am in Singapore, we have the so-called father and daughter for dinner. And she was with me every weekend (if I divorced and my daughter lives with her mother, just two blocks from my house in Singapore). It is not easy, but when a holiday, I stop working, and we were on the camping trips together.

“At 11, Bump is a very mature child. And part of why she is mature, because she was traveling with me since he was five weeks.”

Ron would curricula for children teach them to design the basic principles of the service at a very young age. “I want to share with children, as we leave this place better than we found it. It can mean cleaning a man’s food from the table that you do not know about you, it can be in the broad sense of what to do with my life.

Ron secrets of unbounded energy, he said, there are several large glasses of mocktails celery, Zucchini, tomatoes, carrots, cucumber and ginger. Of course, Ron scale hotels on how well it serves the recipe. Fortunately, Dubai is the “required”.


Article Source: book airlines