T. Scott Gross
Need Positively Outrageous Service
… to Super-charge
Anyone can write a book but to be an
… you have to have lived it!
T. Scott Gross has lived it!
T. Scott Gross knows how to reach…and
teach your audience
how to deliver Positively Outrageous Service. And that’s
what is going
to build…and protect your brand!
What is POS? It’s above-and-beyond
service that attracts customers with a touch of creativity
and personality. It can take many different forms but it
always follows a few simple rules:
||POS is random and unexpected. The
element of surprise is part of its power.
||POS is out of proportion. It’s an
extravagant gesture that catches attention.
||POS involves the customer
personally. It’s an invitation to play that
personalizes the service.
||POS creates positive word of
mouth. More powerful than advertising, POS
generates its own buzz.
Not one for a purely “motivational
speech,” Scott shares real how-to details in his inimitable
storytelling style. When audiences are laughing…someone
is paying attention. And that’s when learning and buy-in
happen. With POS, you can get the tools to build a higher
market profile and own greater customer loyalty. Now that’s
a payoff you can take to the bank!
Scott built the brand Positively Outrageous Service
from personal experience as a restaurateur …and decided to
write about it. Southwest Airlines adopted it as their bible
(and you know what happened to their brand in an incredibly
tough marketplace.) They even created the verb “POSed” to
mean that an action was taken to delight and surprise a
customer into saying, WOW!
If successful companies like Southwest Airlines can adopt
Positively Outrageous Service as the core of their service
culture, this would be a good time to play Follow the
Practice, practice, practice! This is what you were taught
as a child when you needed to master a new skill. So what do
your employees need to keep hearing? Positively Outrageous
Service! What will instill the lessons of serving the
customer in a way that builds and protects your brand
equity? More Positively Outrageous Service training!
And there’s no one better than the creator of POS…T.
Most clients invite Scott to open their general session
while some save him to bat clean-up. Choose a keynote (the
best hour you’ll ever spend!) or add an application session
at no additional charge to let the message resonate even
deeper. Your audience needs to hear it and Scott can
No canned speeches...
Scott enjoys customizing his
presentations to fit the audience.
Explore the themes below and think about how each might
apply to your organization. Scott will call for pre-event
research. You can count on him to ask plenty of questions so
that he can create a medley of key ideas just for you!
Positively Outrageous Service
Outrageous Service or, P-O-S is Scott's signature work. All
the topic themes that follow relate to the delivery of a
Positively Outrageous Service experience!
||Out of proportion
to the circumstance
customer to play
compelling, positive word of mouth
The Service Prescription
on extensive original research this presentation is
especially for healthcare providers. Now more than ever
healthcare customer service is in the spotlight.
||Learn the trends
that are shaping consumer behavior.
||Discover how to
create a "halo" effect.
compelling, positive word of mouth.
and retain a powerful service team.
||Take advantage of
our original research into consumer
a late Fall afternoon Scott decided to turn his life into an
adventure... and he did! Scott climbed into his
high-performance single engine aircraft and flew himself to
work a baker's dozen of unusual, sometimes dangerous jobs.
His quest: discover how to lead a high performance team that
will deliver on the promise of POS, the kind of service that
customers can't wait to talk about.
Once the personal, one-on-one research was complete, Scott
took on the task of original research to discover what
customers want and why they too often fail to get it.
Thousands of air miles, millions of
on-line survey responses later, Scott is ready to look
closely, very, very closely at customer service in your
||Learn how art happens when
you connect the server with the customer.
||There is a perfect job for
everyone but—70% haven't found theirs!
||Why we continue to hire
people we don't want for jobs they don't want!
||How competence holds fear at
||Create simple, inexpensive,
and effective performance feedback systems.
brand is only an expectation and we each have multiple
brands of our own. As individuals we are walking brand
The key for organizations is to
recognize that the least trained, the least invested of our
employees do the heavy lifting of building our brands... or
Did you know...
That a brand is nothing more than
Brand management is nothing more than managing
expectations... it's simple just not easy! We all have
multiple brands but often they are incongruent. There is
a huge difference between a logo and a brand.
MicroBrands are little brands that sit on top of big
brands and are often the more powerful of the two.
Invisible Selling & The
Disruptive Thinking That Makes It Work!
more customers and get more of their money!
Based on Scott's original research and supplemented by the
results of more than a dozen formal research projects,
Disruptive Thinking helps you look into the future to
uncover pitfalls that would otherwise catch you napping as
we look to the future to provide ideas we can use.
Looking at the numbers, customers tell
us today is the time for Invisible Selling, a system that
packs a powerful sales punch.
||Be able to identify and
respond to the trends shaping your customers' buying
||Use a simple four-step method
that makes selling more effective yet invisible.
||Put basic psychological
research to work increasing sales per transactions.
||Think out of the box... way
out of the box when it comes to local store
|"I found myself waking at 4:00 AM with my mind
full of ideas so I ... wrote them down immediately. No speaker
has ever been that positive for me before."
Hardware Wholesalers, Inc.
|"You captivated a group of almost three
hundred employees with diverse backgrounds, skills and
responsibilities and, in your own unique way, dared them to be even
Meet T. Scott
T. Scott Gross is more than a
writer who speaks; he literally has been there and done
A veteran of the hospitality industry, Gross learned
from the bottom up, literally from the business end of a
pot sink! His credibility from his years in that
industry has earned him the respect of audiences
everywhere as an entrepreneur who knows what it’s like
to make payroll every Friday.
Best known for his first book, Positively Outrageous
Service, now in its second edition, with over 200,000
copies in circulation world-wide in a multitude of
languages, Scott continues to delight audiences with his
subtle humor, masterful storytelling, and take-home
value, challenging them to make work fun. His subsequent
books, 13 in all, validate the need─and rewards─of
delivering a customer service experience so positive
that your customers become your best marketing tool.
Scott’s client list is as diverse as the Fortune 500,
including such respected companies as Southwest
Airlines, Wal-Mart, and Ford.
Presenting to audiences from as small as six to over
three thousand, Scott has chosen to hone his skills in
more diverse territories. When not on the road, Scott
intends to live life to its fullest, always making a
"The Service Prescription"