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Hospitality from the Heart

By T. Scott Gross

https://www.youtube.com/watch?v=Ab8dziDZnNo Guess what I found? It’s an old fashioned box camera. I also bought a new camera and the specs on it are absolutely killer. Which of the two cameras do you think take the best picture? Which of the two cameras take the best photograph? All right that was unfair. Me asking you this way is really is a trick question because a picture and a photograph are two entirely different things. A picture is a record of what actually happened.  But a … [Read more...]

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

What Do You Celebrate?

By T. Scott Gross

https://youtu.be/m-aoucfhEKE The behavior you get is the behavior you reward.  Or put the other way around, the behavior you reward is the behavior you get.  Here are a few examples; if you reward someone for being late to a meeting they aren’t going to be on time. Think about it, if you are last to arrive at the meeting you don’t have to wait on someone else to get the meeting started. Show up last and the instant you walk through the door the meeting starts. You are the center of … [Read more...]

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

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

Repo Man

By T. Scott Gross

Jeff wears a Wal-Mart vest complete with name-tag on the front and a box cutter in the right side pocket. His wife, Melissa, writes in neat, feminine cursive remembered from grade school. Their daughter Cassandra gets good grades as attested by the report card found in the console of their Suburban. I know because I helped steal their Suburban last night. Well, we didn’t exactly steal it. It was more a matter of stealing it back. The legal owner of the aging Suburban is my long time … [Read more...]

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

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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