Soft Skills for Leaders with Lisa Evans
Business:Entrepreneurship
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.
Timestamps
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, 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 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 excellence, 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:
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.
Connect with me on Facebook and Instagram
069: Non-Verbal Negotiation with Gary Edwards
068: Your Personal Brand With Jennifer Holloway
067: Conscious Communication with Jem Fuller
066: Navigating Conversations in Business with Nigel Collin
065: How To Have A Stand-Out Personal Brand With Monica Rosenfeld
064: Critical Thinking for Leaders with Bethan Winn
063: Credible Communication in Spotlight Situations with Dr. Neryl East
062: How a Geek Introvert Learnt How to Influence Through Data
061: Leading is a Journey of Mastery with Ashraf Dashlooty
060: Surviving a Toxic Workplace with Dr. John Forbes
059: Leading Performance with Empathy with Daniel Murray
058: Cultivating Confidence Through Change with Samantha Leith
057: Leading Through Facilitation With Nick Lim
056: Sales Conversations that Convert With Ian Stephens
055: Negotiation For Leaders With Gary Edwards
054: First Impressions for Online Meetings with Warwick Merry
053: Working Together in a Multigenerational Team with Lauren Dixon
052: Create Your Bucket List with Leanne Blaney
051: How To Overcome Imposter Syndrome with Fiona Redding
050: Awesome Lessons From Podcasting
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
Organic Marketing Simplified: Master podcast marketing, fuel podcast growth, and make money podcasting!
THE GO BIZ GUY
The Sigma Femme Podcast
The Prof G Pod with Scott Galloway
The Tim Ferriss Show