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A Rose By Any Other Name

By Andrew Szabo

https://www.youtube.com/watch?v=bs08-l5lJ-s “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 point that it doesn't matter so much what you call your customers; it's how you treat them that counts. But as they say in … [Read more...]

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

Having Fun Yet?

By Michael Hoffman

https://youtu.be/JSw4_eEdvzU 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 with me. I say "rarely" because it does happen, and there are some people out there that like that. However, most of us want to be part of something fun, … [Read more...]

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

Never Say No

By Andrew Szabo

Find Ways to Say Yes to the Customer – That’s Positively Outrageous Service® https://www.youtube.com/watch?v=aOQigR3zCKM 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 never say no to a customer. Let me give you an example of this. One day we had a Sheik with … [Read more...]

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

Questions Generate Revenue

By Andrew Szabo

Questions Create Engagement. Engagement deepens relationships. Richer relationships boosts revenue.  https://youtu.be/O1nC3TgZJjI “How are you?” “When do you need that by?” “What’s the problem?” “What do you mean by that?” “Where did things go awry?” “Ideally, how would you like the outcome to be? “ “How else can I help you?” “Judge a man by his questions rather than by his answers.” ~ Voltaire Questions create engagement. Engagement deepens relationships. Richer … [Read more...]

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

The Heart of Positively Outrageous Service 

By Michael Hoffman

How's Your Heart in Serving Others with Positively Outrageous Service® https://youtu.be/lhfJh0G49Nc Here's a 2-minute touchpoint on what I find to be the heart of Positively Outrageous Service.  How does your heart see your role in serving another with Positively Outrageous Service? (POS). "The best way to find yourself is to lose yourself in the service of others" ~ Mahatma Gandhi My mother-in-law, Yvonne, not the most healthiest person when walking, found herself traveling to see us … [Read more...]

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

Drop Some Love Bombs

By Andrew Szabo

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 because “we live behind our eyeballs.” This mission is very specific: Be precise in your observation – the “what” … not just an “attaboy” Connect it to the “why”. Love bombs are … [Read more...]

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

NOVELTY

By Andrew Szabo

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 … [Read more...]

Filed Under: Outrageous!!! Radio Show Tagged With: Creativity, customer experience, customer service, CX, Novelty, POS, Positively Outrageous Service

Tacit Approval

By Andrew Szabo

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 toxic behavior creates a negative environment that undermines the ability to foster a Positively Outrageous Service culture. Listen to your … [Read more...]

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

We Are The Champions

By Andrew Szabo

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 defends, corrects and adjusts to stay on course. How do you champion Positively Outrageous Service? Who are your POS champions? How do you verbalize the championing? The power to influence others through … [Read more...]

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

Show and Tell

By Andrew Szabo

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 medium over reading. Easiest method: use your smart phone, ask questions, keep it short, and thank them! … [Read more...]

Filed Under: Outrageous!!! Radio Show Tagged With: customer experience, customer service, CX, POS, Positively Outrageous Service, Testimonials, Video

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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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