Positively Outrageous Service

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Lion Tamer

April 4, 2017 by T. Scott Gross

It all started with an unseasonable stretch of rainy days in southern California. They say it never rains in southern California but it pours. (I borrowed that.) The heaviest rain was over a tourist attraction featuring a drive-through lion safari. The resulting flash flooding washed away the lions. Don’t ask how many. I don’t know how many. I didn’t actually see it but it must have been a bunch or maybe a pride. You wouldn’t expect that a bunch of lions washing away would have an impact … [Read more...]

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

Wouldn’t You Like to Ask?

March 28, 2017 by T. Scott Gross

Buns is not fond of baggy shorts. In fact, she will, on occasion and completely without warning, reach out and give my waistband a sudden boost. It’s ok. I’m used to it. Buns does her pants-lift maneuver almost without forethought. I’m just waiting for her to accost some total stranger. She once pulled a similar stunt when she grabbed a stranger’s hand, thinking it was mine. When, or if, she pulls an unrehearsed pants-lift maneuver on an unsuspecting stranger, I have no plan to defend her. I … [Read more...]

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

Ten Modern Commandments

March 21, 2017 by T. Scott Gross

I’ve always wondered why God hasn’t seen fit to send updates for the Ten Commandments. Whenever I have complained, someone always commented that maybe I just wasn’t paying attention. Perhaps God had sent all sorts of revisions and updates and maybe, rather than blaming the Maker of the Universe, I should look in the mirror. So I’ve been watching and so far… nothing. I say my bedtime prayers and slip in the occasional hint that I am still waiting. You don’t want to get too impatient with … [Read more...]

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

Frog in the Kimo

March 7, 2017 by Andrew Szabo

Oh, there was a frog and he lived in a well… …and a fump, fump, fump in a kimo. He reared and he pitched and he couldn’t make a jump… and a fump, fump, fump in a kimo. When I was a kid, few people had a radio in their car. The vacuum tubes that did the electronic duty of transistors glowed orange hot making car radios a serious drain on power. You could see them if dad ever let you crawl part-ways under the dash board. The old Studebaker that was our family transportation in those days … [Read more...]

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

Connoisseurs of Wines

February 21, 2017 by Andrew Szabo

Brian Godzik fell for not the oldest trick in the book but one of the newest. It’s a trick that proves the value of cheap, ubiquitous computer power. Ironically, it took place in a restaurant named after a father/son act that bit the dust, thanks to the improper use of technology. And now, the story: Brian and his father chose to dine at Icarus, a tiny restaurant on Boston’s rapidly gentrifying south side. Their choice was highly influenced by the recommendation of their hotel’s concierge. … [Read more...]

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

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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