In the Spirit of Service

Ron Kaufman

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The ‘Spirit of Service’ Award is given to uniquely deserving teams and individuals who go way beyond the call of duty to serve, aid or comfort the heart of another human being.

One worthy winner is an unnamed night nurse in the maternity ward of a nearby hospital.

A new father wrote to me with this report:

‘My experience at the hospital was very positive. I was staying over with my wife after the delivery. One night I had a headache (maybe from the lack of sleep and being a first-time parent). I asked one of the staff for a pain reliever. She gave me a neck rubdown for a few minutes instead! That really made me feel better, and no need for medication. I was impressed that the staff went out of her way to satisfy a “customer", even when I wasn’t the baby or the mother. Is that good customer service or what?’

You bet it is! Three key characteristics of an ‘UP Your Service Mindset’ are: abundant generosity, genuine compassion and seeing the world from your customer’s point of view. Whoever she is, this night nurse at the hospital clearly demonstrated all three.

Key Learning Point
To offer the spirit of service, look beyond your customer’s request to identify their true concerns. What you can offer may be different, and more effective, than what they have requested. Listen for unspoken needs, not just spoken words.

Action Steps
Extend your care beyond the normal course of action. Serve your customers, and those they love, the way you would love to be served.

Ron Kaufman is an internationally acclaimed educator and motivator for partnerships and quality customer service. He is author of the bestselling “UP Your Service!" and founder of “UP Your Service College". Visit for more such Customer Service articles, subscribe to his Newsletter, or to buy his bestselling Books, Videos, Audio CDs on Customer Service from his secure Online Store . You can also watch Ron live or listen to him at .


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