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Tribal Knowledge

By T. Scott Gross

I had suspected since the beginning of our relationship that the FAA (Federal Flight Administration) had no sense of humor.  When my annual medical exam revealed that I had Parkinson’s, I realized these guys weren’t going to fool around.  It had taken nearly ten years to log 3700 flight hours mostly on instrument flight plans. But it didn’t take the Feds long at all to decide that a pilot (whose nickname should have been Captain Shaky) needed to turn in his license to fly. They salted my wounded … [Read more...]

Filed Under: Positively Outrageous Service Tagged With: customer service, pass on the knowledge, POS, Positively Outrageous Service

Pick Pocketed in Paris

By T. Scott Gross

Big bold black letters warned in English to beware of pick pockets. That should have been a sign. Actually it was a sign, plastered tight to the wall of a subway station in Paris. We were waiting for the train to take us and our long time friends Super Mario and Brenda to Mont Marte where we would stop for lunch in the city where every restaurant seems to be a good choice. Speaking of signs, I didn’t realize until too late that I was dressed in an outfit that screamed “American tourist.” All … [Read more...]

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

May There Always be Consequences

By T. Scott Gross

“How was your day?” “Crummy.” The usually brief post-school day Dad/son conversation was off to its usual slow start. And I can’t say the “Crummy” response was all that surprising, considering that fourth graders are not known for giving up the secrets of youth without making Moms and Dads work for them. “Was there a problem?” At least one layer of interrogation is a parental fiduciary responsibility. So I dove in. “Not really,” said the kid who never seemed to have any homework that … [Read more...]

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

Do Americans Need Another Bloody Nose?

By T. Scott Gross

In 1955, I made a deal with the furnace that lived in the basement of my grandparents’ house. Our agreement was that if I promised not to venture any further than the basement step, second from the top, ‘it’ would stay in the basement. I never trusted our armistice would hold. So sometimes when my gran cracked the creaky basement door, I would watch from that second step ... but no further ... as she descended into the dark place beneath the house, never quite certain that ‘it’ would give her … [Read more...]

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

Of Whom Much Has Been Given Much Is Expected

By T. Scott Gross

Our little Mooney Ovation was what I called a “nose print” airplane. It seemed like anytime I left it parked on the ramp for more than a few minutes there would be nose prints left by curious onlookers. Jealous pilots were dying to have a look at the inside of an aircraft so awesomely cool on the outside.  I don’t remember having anything you would call cool while I was growing up. No cool cars. No cool clothes. Just your average clarinet playing geek of the week.  But N95MK was cool all the … [Read more...]

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

X Marks the Spot

By T. Scott Gross

We on our way to a romantic two days at the Texas coast. We had hoped to squeeze in a mini vacation of sorts between the too hot afternoons of late summer and the too cool days of an early fall.  Just right… or so we thought. What we hadn’t counted on was a young woman driving northbound who for whatever reason had decided that it was slightly more important to text her mom than it was to stay decidedly in her lane not ours. After the crash my first conscious thought was to check on Buns.  … [Read more...]

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

Lion Tamer

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?

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

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

By T. Scott Gross

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

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Recent Blog Posts

Failure to Communicate

“What we’ve got here is failure to communicate” ~ Cool Hand Luke – 1967  Poor Communication Undermines Relationships Guess who said this wonderful Positively Outrageous Service® (POS) statement: “This age of fast-moving events requires quick, dependable communication in time of emergency.” That was President John F. Kennedy. The necessity for rapid, instantaneous, and full-time communication […]

Inspiring Interactions Lead to Positively Outrageous Service

  “If your actions inspire others to dream more, learn more, do more and become more, you are a leader.” ~ President John Quincy Adams The Influence of Inspiring Interactions on Positively Outrageous Service® and Relationships Recently I heard these words, “inspiring interactions” – WOW! Five thoughts immediately came to mind: Inspiring interactions require superior […]

How to Positively Outrageously Combat Virtual Meeting Fatigue

You Can Have Too Much of a Good Thing! Boss: “What do you think?” Me: [going to the bathroom] Boss: “Can you hear me?” Me: [getting another beer] Boss: “I think he’s on mute.” Me: [getting chips] Boss: “Hello?” Me: “Sorry I was on mute” @RodneyLacroix Do you feel exhausted after attending too many back-to-back […]

What Is Customer-Centric?

“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them—preferably in unexpected and helpful ways”. ~ Sir Richard Branson, founder of Virgin Group What Does Customer-Centric Mean? If you ask ten people, you may get ten different answers. If your organization’s vision is customer-centricity, then we’d better agree on a single definition and what that […]

I’m FINE! Positively Outrageous Service That!

“One chord is fine. Two chords is pushing it. Three chords and you’re into jazz.” ~ Lou Reed “FINE” Is an Open Door for Positively Outrageous Service® “How are you doing?” “I’m Fine!” How often have you heard that! Business is all about relationships. Relationships are elevated or eroded by the experience one encounters. Most […]

Positively Outrageous Service – Be a Person of Influence

“Think twice before you speak because your words and influence will plant the seed of either success or failure in the mind of another.” ~ Napoleon Hill Influence and Impact Intensifies Positively Outrageous Service® Don’t you love being the Sheriff! Where you walk into that situation where what you say and what you do is […]

Everyone Has a Customer – Positively Outrageous Service Them Too!

“The internal customer experience drives the external customer experience” ~ Andrew Szabo Don’t Overlook a Very Important Customer — Your Employees and Teammates! Who is your customer? Who are you serving? Whoever you provide a service to is your customer. Positively Outrageous Service® (POS) isn’t only about creating an excellent experience for your external customers, […]

Positively Outrageous Service Your Emails Part 2

Why are Emails so Rarely Positively Outrageous Service®? “WOW, I didn’t expect that! That’s positively outrageous!” 
 That’s a rare comment in response to an email. Why is that? Research indicates that 7 percent of a message is derived from the words, 38 percent from the intonation, and 55 percent from the facial expression or […]

Positively Outrageous Service Your Emails Part 1

Is Your Email Creating a Positively Outrageous Experience? “I want to do a business with a company that treats emailing me as a privilege, not a transaction.” ~ Andrea Mignolo The one complaint-the one problem-that nearly every customer puts at (or close to) the top of their list of challenges is communication. George Bernard Shaw, […]

A Rose By Any Other Name

“A person’s name is to him or her the sweetest and most important sound in any language.” ~ Dale Carnegie Names Are Important for Positively Outrageous Service® William Shakespeare, around here we call him “Bill,” wrote, “A rose by any other name would smell as sweet.” In customer-speak, we guess Bill Shakespeare was making the […]

Having Fun Yet?

Fun and Playfulness are the Virus of Positively Outrageous Service® “You can discover more about a person in an hour of play than in a year of conversation” ~ President Harry S. Truman Rarely do we wake up in the morning thinking today I’m going to fail miserably, and I’m going to bring everyone down […]

Never Say No--SAY YES

Never Say No

Find Ways to Say Yes to the Customer – That’s Positively Outrageous Service® I roared into the microphone, “What’s the best hotel in the city?!” Three hundred employees in unison yelled, “Park Hyatt Washington!” “What’s the one word we never say?!” “NO!”, they all screamed. We had an extreme philosophy of Positively Outrageous Service to […]

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