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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Chaos Breeds Compassion

A Special COVID-19 Message How are you caring for your team? Favor them with Positively Outrageous Service! “I have just three things to teach: simplicity, patience, compassion. These three are your greatest treasures.” – Lao Tzu Connect deeper with your virtual teams – Check-in questions with your virtual teams: What do you think? How do […]

How to Propagate Positively Outrageous Service during the COVID-19 Pandemic

How caring in a time of crisis elevates customer loyalty. 10 Ideas to Spark Your Creativity “Giving is not just about making a donation. It is about making a difference.” ― Kathy Calvin Give, give, give – During the NBA hiatus, Mark Cuban, the owner of Dallas Mavericks, immediately announced that hourly workers at the American […]

10 Ways to Help Out in this Turmoil!

A Special Coronavirus Message to Our Friends from Positively Outrageous Service!!! “A bend in the road is not the end of the road… Unless you fail to make the turn.” ― Helen Keller Like many of you, Michael and I are rethinking our business strategies in this time of turmoil, turbulence and trouble. We are revamping some of programs and delivery mechanisms to […]

Drop Some Love Bombs

Love On Your Customers – Drop a Love Bomb or Two! Creating WOW Behind the Lines! Go to war against the negativity in the world. Be a disruptor by dropping love bombs. Ignite and equip behind the lines not with “drive by feedback” but with “love bombs”. The people you work with can lose perspective […]

FRIENDSGIVING

Giving Thanks to Your Customers, Clients, Suppliers and Employees “Gratitude, not understanding, is the secret to joy and equanimity.” – Anne Lamott. Gratitude – Give thanks for who you are, what you have, and those around you. What you are feeling is more important than what you are thinking. What are you thankful for? Giving thanks builds […]

NOVELTY

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 […]

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 […]

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 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

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 […]

NOVELTY

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

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