Positively Outrageous Service

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Out of Proportion to the Circumstances

By Andrew Szabo

Positively Outrageous Service - Principle #2 Photo: Bob Smith - "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 … [Read more...]

Filed Under: CSX, Customer Experience, Customer Service, Customer Service, Outrageous!!! Radio Show Tagged With: customer experience, customer service, CX, Outrageous!!!, POS, Positively Outrageous Service

Having Fun Yet?

By Michael Hoffman

https://youtu.be/JSw4_eEdvzU Rarely do we wake up in the morning thinking today I'm going to fail miserably and I'm going to bring everyone down with me. I say rarely because they do happen and there are a lot people out there that like that. However most of us want to be part of something fun and we want to play in a place where you're having a good time. We want you to have a good time because if you're having a good time, I'm having a good time. You know I spend more of my working hours … [Read more...]

Filed Under: Customer Experience, Customer Service, CX Tagged With: customer experience, customer service, CX, Fun, POS, Positively Outrageous Service

Thank you. Thank you! Thank you!!!

By Andrew Szabo

https://youtu.be/tPAFN7MnOBs 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. Photo by Hanny Naibaho on Unsplash When was … [Read more...]

Filed Under: CSX, Customer Experience, Customer Service, Customer Service Tagged With: customer experience, customer service, CX, POS, Positively Outrageous Service

Details Matter

By Andrew Szabo

https://youtu.be/orJFonLCl3w 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 … [Read more...]

Filed Under: Customer Experience, Customer Service, CX, Positively Outrageous Service

Listening with Love

By Andrew Szabo

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...]

Filed Under: Customer Experience, Customer Service, CX, Positively Outrageous Service Tagged With: Beauty, Fitlogic, Positively Outrageous Service, Sophia Loren

Do you Care or Are you Caring?

By Andrew Szabo

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!   https://youtu.be/jxalsacHuLE Click here to watch the video - or just read on! 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 … [Read more...]

Filed Under: Customer Experience, Customer Service, CX, Positively Outrageous Service Tagged With: customer experience, customer service, CX, Positively Outrageous Service

Heroes At The Ready

By Michael Hoffman

Positively Outrageous Service is Infectious https://youtu.be/8ZdOVzfNLu4 My brother and I are out on a bike ride. We stop at a red light. It’s a major intersection, multiple lanes, cars coming from all directions and it’s rush hour. As we wait for the light to change, a DHL delivery truck to our left got the green light and turns left in front of us. As the truck turns, making the corner, the side door is clearly unlatched and flies open. With the inertia of the turn, boxes come spewing out. … [Read more...]

Filed Under: CX, Positively Outrageous Service

A Simple Touch So I Know Where I Am!

By Andrew Szabo

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...]

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

The Consequences of Inadvertent Service

By Andrew Szabo

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...]

Filed Under: CSX, Customer Experience, Positively Outrageous Service Tagged With: #CSX, Leadership, O'Reilly, O'Reilly Auto Parts, Positively Outrageous Service

The One Question

By Andrew Szabo

How do you measure Positively Outrageous Service? After all you can’t improve that which you don’t measure. Let’s be honest … no one likes to do those lengthy customer survey that are 34 questions long! Really!!! I just did a yoga class at SunstoneFit a couple of hours ago. Before I had even showered … They sent me a 30 second survey … It actually only takes ten seconds or less … They ask the one question – the one and only important question: How likely are you to recommend Sunstone to … [Read more...]

Filed Under: Measuring Customer Experience, NPS, Positively Outrageous Service

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Recent Blog Posts

TACIT APPROVAL – Nip it in Bud!

Tacit Approval

TACIT APPROVAL Nip it in Bud! Championing Positively Outrageous Service is both explicit and implicit. Tacit approval is the message that is being communicated when one doesn’t speak out. The unspoken implicit sets a precedent every bit as much as explicit championing. Actions of management speak as loud as the words communicated. Tacit approval of […]

Positively Outrageous Service: WE ARE THE CHAMPIONS – Create on Purpose … Stay on Course

We Are The Champions

WE ARE THE CHAMPIONS Create on Purpose … Stay on Course A culture is created and characterized by what you consent to, champion and celebrate. Who you are, is reflected by what you do. What you do reflects who you are. What is a champion? What we stand up for … the flag bearer who […]

SHOW & TELL – The Internet is Loud … Communicate Louder

Show and Tell

SHOW & TELL The Internet is Loud … Communicate Louder  Repetition reinforces Reputation. Cut through the clutter of marketing messages with testimonials that build “social proof”. Don’t just create Positively Outrageous Service – capture the POS testimonial! The power in video testimonials? The viewer sees, hears and connects emotionally. Video has also become the preferred […]

Review Me!

REVIEW ME! What are your Positively Outrageous Service Stories?  Before the advent of Social Media, one would on average share a positive experience with nine people and a negative experience with sixteen people. Now we share customer experiences with hundreds, if not thousands of people with a potential rippling effect many times more. Encourage your […]

MY BOSS NEEDS SKILLS – Toxicity is Viral Too 

My Boss Needs Skills

MY BOSS NEEDS SKILLS Toxicity is Viral Too  Toxic bosses or behavior seeps into your customer service. The #1 reason people leave their jobs is not the work but the boss! Are you crafting positions that employees enjoy and leverage their strengths? Joy is contagious and will infect your customer experience positively. Good bosses influence […]

Two Face

TWO FACE Is Your Internal and External Face Congruent?  You can’t behave one way with a customer and another internally. Negative humor and sarcasm WILL spill into other areas of your life. Two faces lead to silos, communication breakdowns between departments and defensive postures. Consistency is key. Create WOW internally; it’s infectious creating WOW customer […]

Super Hearing

SUPER HEARING “I am for you” What Are You Hearing? Hearing Past the Situation.  When we get emotional we push out the logic in a service situation. Diffuse negative emotional situations through “super hearing” creating the bridge from where a customer is emotionally to redeem the solution faster. Start with open-ended powerful questions. “Tell me […]

BULLET PROOF – Inoculate Yourself Against the Tornado

Bullet Proof

BULLET PROOF Inoculate Yourself Against the Tornado  Develop your super-hero powers in toxic environments and situations. “I’m so glad you got me!” “You’re not yelling at me … you’re angry about the situation.”  Diffuse the initial confrontations by not taking it personally and being “unoffendable”.

ALIGNMENT IS A BEAUTIFUL THING - Begin by Defining POS for YOUR Organization 

Alignment is a Beautiful Thing

ALIGNMENT IS A BEAUTIFUL THING Begin by Defining POS for YOUR Organization  “The fish stinks from the head” First, leadership must define and align an organization’s service expectations. Second, align your departments, (in a larger organization). Third, create alignment in your hiring practices to the organization’s service expectations.

Invite the Customer to Play

Engagement: Get the Customer to Play or Get Involved!

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 […]

Out of Proportion to the Circumstances - POS Principle #2

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 […]

Positively-Outrageous-Service-Having-Fun

Having Fun Yet?

Rarely do we wake up in the morning thinking today I’m going to fail miserably and I’m going to bring everyone down with me. I say rarely because they do happen and there are a lot people out there that like that. However most of us want to be part of something fun and we […]

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