What does it really mean to uplift service, and why does it matter more now than ever?

In this episode of The SMARTA Podcast, I sit down with Ron Kaufman, New York Times bestselling author of Uplifting Service, globally ranked customer service expert, and one of the world’s top keynote speakers on leadership, culture, and service excellence. For over 30 years, Ron has helped organizations from Singapore Airlines to Fortune 500 companies build cultures of service that transform both business outcomes and human connection.

Together, we explore the mindset and tools leaders need to move beyond “good service” and instead create uplifting service—service that consistently adds unexpected, lasting value.

What You’ll Learn in This Episode:

• The difference between good service, customer satisfaction, and authentic care
• How to build a culture of service across every level of your organization
• Why complaints are the most valuable gift a customer can give you
• The shift from customer service to customer care, and what it means for the future
• How generosity, responsibility, and authenticity make leadership sustainable

Whether you’re leading a global team or just beginning your career, Ron’s insights will reshape how you think about service, leadership, and the role you play in creating impact.

Grab your copy of Ron Kaufman’s bestseller, Uplifting Service here: https://www.amazon.com/Uplifting-Service-Delighting-Customers-Colleagues/dp/0984762507

In this episode:

00:00 – Welcome & Introduction

01:13 – The Three Big Takeaways on Service

03:33 – Ron’s Early Influences and the Roots of Service Leadership

08:13 – The 12 Building Blocks of Service Culture

11:44 – Common Challenges in Service Around the World

17:23 – Why Uplifting Service Matters for Everyone

20:40 – The True Definition of Service (Beyond Clichés)

22:29 – The Power of Surprise in Customer Experience

24:58 – Personal Stories of Uplifting Service

29:51 – Top-Down vs. Bottom-Up Leadership

33:02 – Staying Inspired Through Decades of Service Work

36:47 – The Future of Service Excellence (Bucharest Event Preview)

40:27 – Advice to Ron’s 17-Year-Old Self

41:41 – Ron’s Book Recommendations

46:21 – How Employee Engagement Shapes Customer Experience

50:13 – Final Message: Uplift Someone Today

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Watch the full episodes on YouTube: SMARTA Podcast Playlist

Find out more about Sonia: www.soniamarta.com

Follow Sonia’s journey on Instagram: @soniamartaauthor | Linktree