NOVELTY

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NOVELTY

A Key Driver to the Positively Outrageous Service Pillar: “Random and Unexpected”

The power of novelty is in “contextual” novelty. Doing something we expect in an unexpected way. We are all endowed with creativity. It takes many different forms. One may be creative in creating magic moments through listening; creativity through how we respond to a complaint; creativity in solving an employee problem. Be novel and creative! Where can I stand out today? Challenge yourself. What can I do differently today with that person in front of me in this moment? Spontaneously creative, interesting and unexpected!

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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

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 […]

Positively Outrageous Servicing the Distraught Individual – Part 2

Dealing With An Irate Customer or Frustrated Team Member When Positively Outrageous Servicing an infuriated customer or frustrated colleague, we need emotional intelligence. The Navy Seal Creed says it all: “The ability to control my emotions and actions sets me apart from other men.” ~ Navy SEAL Creed. In the last episode, we examined three […]

Positively Outrageous Servicing the Distraught Individual – Part 1

How do you regulate your feelings and respond to other people’s feelings? “Emotions are one of the main things that derail communication. Once people get upset at one another, rational thinking goes out of the window.” ~ Christopher Voss There isn’t a business that doesn’t have difficult, emotional, or even angry customers and team members. […]

NOVELTY

A Key Driver to the Positively Outrageous Service Pillar: “Random and Unexpected”

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