Positively Outrageous Service

Brand Building at its Best

Alignment is a Beautiful Thing

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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. … [Read more...]

PET PEEVES

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Our Periodic Riff on Behaviors That Really Bothers Us! Clearly not Positively Outrageous Service! “There is a certain degree of patience and impatience in everybody. How to balance patience and impatience, and when to show which of them is the very thing everybody must endeavor to master.” ― Ernest Agyemang Yeboah Hiding behind the uniform, kiosk, or desk? Your first duty is to serve! Use your position to engage, deliver what's needed, and love your customers and … [Read more...]

Experience AMAZING-ly Bad Customer Service

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REALLY? Tell me this didn't happen... It Did!!! "Although your customers won't love you if you give bad service, your competitors will." - Kate Zabriskie, Founder Business Training Works Boasting about your great customer service is NOT a good idea! “Pride comes before the fall.” You also take away a key principle of Positively Outrageous Service: “RANDOM and UNEXPECTED. Andrew’s real-life scenario gives us three valuable lessons that we can all learn from. … [Read more...]

Engagement: Get the Customer to Play or Get Involved!

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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

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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...]

Reigniting The Revolution of Excellence

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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!!!

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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

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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

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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...]

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