Positively Outrageous Service – Principle #3 “Unless you love everybody, you can’t sell anybody.” – Dicky Fox (Jerry Maguire) The third fundamental principle of Positively Outrageous Service: Create engagement by either getting the customer to play or get them involved in other ways. A service experience that is fun makes it highly memorable and lends itself to positive word-of-mouth. Your customer can't help themselves but to tell others! For more on this listen to our 15 minute radio … [Read more...]
Out of Proportion to the Circumstances
Positively Outrageous Service - Principle #2 "I'm in the service business. I mean, our sandwiches are pretty good; I don't know if they're extraordinary. But our service is." "Jimmy John" Liautaud The second key principle of Positively Outrageous Service is creating a service experience that is "out of proportion to the circumstances." It heightens the intensity, engagement and memorability of customer service, or in reality, any relational engagement! For more listen to our 15 minute … [Read more...]
Compassion Breeds Creativity – Spotlight to Great Acts of Positively Outrageous Service During the Coronavirus Pandemic
A Special Spotlight to Great Acts of Positively Outrageous Service During the Coronavirus Pandemic … [Read more...]
Reigniting The Revolution of Excellence
Be The Revolution of Excellence in Customer Experience with Positively Outrageous Service! You can only be the revolution. It is in your spirit, or it is nowhere.” ― Ursula K. Le Guin, The Dispossessed A few years ago, I met some extraordinary Virgins! I was due to fly to a Healthcare Technology conference in Las Vegas from Dallas Love Field by the erstwhile Virgin America airline. There were two clients at this conference and had a program for one of them which included a video. The … [Read more...]
Thank you. Thank you! Thank you!!!
Thank you. Thank you! Thank you!!! Thank you… I so appreciate you! We like to be thanked, don’t we? But there’s a big difference in being thanked through a text or an email or a simple handwritten thank you card? When was the last time you received a handwritten thank you card? How did that make you feel? Probably valued, precious … that person took the time to hand write a thank you card to appreciate you. When was the last time you did that for someone else? It makes a big … [Read more...]
Details Matter
It’s 2006, coming up to April, and it’s Dan’s birthday. Holly, his girlfriend wants to plan something special for their trip to New York. Holly Googles “most romantic restaurants in New York”. Out of the search results she selects “One if by Land, Two if by Sea”. She calls to book a table and to tell them this is a special occasion, her boyfriend’s birthday. The dinner is exquisite, the service remarkable: Stephen, the waiter is very attentive without being intrusive. It’s time for dessert. … [Read more...]
Listening with Love
Finding pants that truly fit is a colossal challenge for many women … they just don’t fit right! Women come in all shapes and sizes! One woman listened to this massive marketplace of dissatisfied women. Cricket Lee created and developed FitLogic®, a revolutionary sizing system that makes that Little Black Pant fit like it’s custom-made. Scientifically developed and tested over 15 years, Cricket threw out the playbook on how fashion is fabricated and flogged. Cricket’s system imparts women with a … [Read more...]
Do you Care or Are you Caring?
Do you have a program for customer care or do you care for your customers? There’s a difference! Do you care or are you caring? – Positively Outrageous Service is the Distinction! It really came to me during a hospital visit. For the first time in my life I was admitted to hospital for an illness – not something self-inflicted like a bike crash. It was a fascinating experience. I got there through a misfortune … I had an infection that was not properly diagnosed … [Read more...]
A Simple Touch So I Know Where I Am!
For the first time in my life, I spent twenty-two hours in a hospital. Some of the touch points were fantastic, some mediocre and some average. But what irritated me the most was the lack of communication. When you’re in an ER or actually admitted into a hospital, there’s a lot of uncertainty – especially when it’s an undiagnosed illness or infection. Communication is paramount. A week later I’m talking to my friend, Sandi, who spent some considerable time with their child at Texas Children’s … [Read more...]
The Consequences of Inadvertent Service
How do you create a culture of Positively Outrageous Service? You need a team of what we call “service naturals” – those that are keen to serve to put self behind service. But that’s not enough … an organization with Positively Outrageous Service inherent in its organizational DNA must have leaders that think, lead and act with Positively Outrageous Service. Or as John Maxwell so precisely put it: “A leader is one who knows the way, goes the way, and shows the way.” So …. I’m not … [Read more...]