- Paperback: 224 pages
- Publisher: Kaplan Trade; 2nd Revised edition edition (1 Sep 2004)
- Language English
- ISBN-10: 0793188237
- ISBN-13: 978-0793188239
- Product Dimensions: 22.8 x 15.4 x 1.2 cm
- Average Customer Review: 4.0 out of 5 stars See all reviews (1 customer review)
- Amazon Bestsellers Rank: 908,296 in Books (See Top 100 in Books)
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Product Description
Synopsis
In today's tough economy, cutting prices and providing good service aren't enough. To be truly successful, innovative business people must learn the art of Positively Outrageous Service (POS) - doing the unexpected unexpectedly and giving the customer more than he or she could hope for. POS put customer service guru T. Scott Gross on the map in the early 1990s.For the first time in more than ten years, he brings these concepts into the 21st century with the second edition of "Positively Outrageous Service". He examines what's wrong in the service industry today and how to turn those negatives into POS. In his signature, slightly irreverent, but always insightful style, he shows managers at every level of the service industry how to: Follow the four key Principles of Promotions to build a customer base, have fun, get people to your store, get people involved with your product,and do something good for others; hire the right people and show them the fundamentals of POS; energize and obtain the most creativity out of employees; and win over customers when mistakes happen, no matter who is at fault.POS is not just a way of doing business, according to Gross, it's also a state of mind and the key to success in the 21st century. T. Scott Gross is a consumer advocate whose client roster for consulting, training, and speaking reads like a who's who of the Fortune 500. Countless businesses, including Southwest Airlines, FedEx, McDonald's, Sears, and Wal-Mart, have asked him to motivate the troops at sales meetings and conferences worldwide.
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First Sentence
I apologize for not remembering the author of the quote, but when I first read that beautiful line we were neck-deep in a fast-food restaurant franchise that was going down the tubes in a hurry. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
I apologize for not remembering the author of the quote, but when I first read that beautiful line we were neck-deep in a fast-food restaurant franchise that was going down the tubes in a hurry. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
1 of 1 people found the following review helpful
Format:Paperback
This folksy compilation of stories about people and companies who deliver "Positively Outrageous Service" (POS) has the right mix to prove that people love great service and the companies that deliver it. The stories may meander, but author T. Scott Gross is so popular because he knows how to weave humor, personal anecdotes and actual business stories into a cohesive argument that almost all business is personal and local. This form of bottom-up business advice places great importance upon the front-line employees who represent your business. Gross explains that front-line workers can make or break your brand and your sales, no matter what size your business is. He provides good business lessons, so don't let the light reading mislead you. We recommend this book to managers of any business in the service sector who want to give their employees the power and motivation to deliver great service.
Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
8 reviews
3 of 3 people found the following review helpful
Insightful!
25 July 2005
Format:Paperback
This folksy compilation of stories about people and companies who deliver "Positively Outrageous Service" (POS) has the right mix to prove that people love great service and the companies that deliver it. The stories may meander, but author T. Scott Gross is so popular because he knows how to weave humor, personal anecdotes and actual business stories into a cohesive argument that almost all business is personal and local. This form of bottom-up business advice places great importance upon the front-line employees who represent your business. Gross explains that front-line workers can make or break your brand and your sales, no matter what size your business is. He provides good business lessons, so don't let the light reading mislead you. We recommend this book to managers of any business in the service sector who want to give their employees the power and motivation to deliver great service.
2 of 2 people found the following review helpful
Microbranding to improve your marketing and customer service
3 Nov 2007
Format:Paperback
Are you a manager of a service oriented small business? Then this book is for you. Positively Outrageous Service does a fantastic job of pointing out several things:
1) Word of Mouth is still the best marketing tool around for small businesses.
2) By exceeding expectations and surprising your customers you will create that buzz which make you stand out, get noticed and create raving fans.
3) Your employees are your most effective marketing tool and - like it or not - are your brand representatives.
4) Customer satisfaction and employee satisfaction are connected.
5) Empowering and motivating your employees is the best way to insure the superior level of customer service that will allow the small business to compete with big business.
The author gives great examples of how different small service businesses have used incredible customer service to succeed and compete without huge marketing budgets.
Being a personal branding specialist, what I enjoyed most about this book was how the author presented his solution in terms of microbranding. In an nutshell, every employee (or rather, the sum of their actions) is a microbrand. Align those microbrands with your company's brand (by empowering and motivating employees to provide "outrageous service") and you have a recipe for incredible service, marketing and success.
A great, informative and enjoyable read - I highly recommend it.
1) Word of Mouth is still the best marketing tool around for small businesses.
2) By exceeding expectations and surprising your customers you will create that buzz which make you stand out, get noticed and create raving fans.
3) Your employees are your most effective marketing tool and - like it or not - are your brand representatives.
4) Customer satisfaction and employee satisfaction are connected.
5) Empowering and motivating your employees is the best way to insure the superior level of customer service that will allow the small business to compete with big business.
The author gives great examples of how different small service businesses have used incredible customer service to succeed and compete without huge marketing budgets.
Being a personal branding specialist, what I enjoyed most about this book was how the author presented his solution in terms of microbranding. In an nutshell, every employee (or rather, the sum of their actions) is a microbrand. Align those microbrands with your company's brand (by empowering and motivating employees to provide "outrageous service") and you have a recipe for incredible service, marketing and success.
A great, informative and enjoyable read - I highly recommend it.
Excellent writing
16 Mar 2012
Format:Paperback|Amazon Verified Purchase
This book, unlike a few others I recently purchased on similar topics, pulled me right in. The stories are great and really get your mind thinking about how you can apply similar POS to your own clients. It's been a fun read, in fact, I've shared many of the stories with my family on car rides.
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