Positively Outrageous Service

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Vonlane

February 14, 2017 by Andrew Szabo

Ken Blanchard calls them “raving fans.” T. Scott Gross, author of Positively Outrageous Service says a result is always positive, compelling word of mouth. Whatever you call them, the gorgeous buses of Vonlane private jet on wheels have all the luxury, service, and yes, even speed, of a private jet. The instant you lay eyes on the beautiful, immaculately clean buses and sharply uniformed staff you cannot help wanting to know who is on the bus and where are they going? When you see … [Read more...]

Filed Under: Positively Outrageous Service Tagged With: customer service, luxury, POS, Positively Outrageous Service

Repo Man

February 7, 2017 by Andrew Szabo

Jeff wears a Wal-Mart vest complete with name-tag on the front and a box cutter in the right side pocket. His wife, Melissa, writes in neat, feminine cursive remembered from grade school. Their daughter Cassandra gets good grades as attested by the report card found in the console of their Suburban. I know because I helped steal their Suburban last night. Well, we didn’t exactly steal it. It was more a matter of stealing it back. The legal owner of the aging Suburban is my long time … [Read more...]

Filed Under: Positively Outrageous Service Tagged With: customer service, improve customer service, POS, Positively Outrageous Service

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Recent Blog Posts

Smell that Positively Outrageous Service

Smell that Positively Outrageous Service

Theatre owners actually have a name for it. It’s called “blow-by.” Believe it or not there are human beings capable of ignoring the compelling smell of, you guessed it, popcorn. What once was a tiny seed of hybrid corn eventually winds up with the power to bring this full-size man to a dead stop and […]

Never Say No

Never Say No

I shouted into the microphone, “What’s the best hotel in the city?!” Three hundred employees in unison said, “Park Hyatt Washington!” “What’s the one word we never say?!” “NO!”, they all shouted. We had an extreme philosophy of Positively Outrageous Service to never say no to a customer. Let me give you an example of […]

We Want Your WOW Story!

Have you ever had a Customer Service Experience that made you say WOW? That was: Random & Unexpected Out of Proportion to the Experience Playful & Personal to the Customer Compelling & Led to Positive Word of Mouth We think those moments should be celebrated! Submit your nominations via a 1-2 minute video for the […]

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