From T. Scott Gross, a consumer advocate, whose client roster for consulting and training reads like a who’s who of the Fortune 500. Southwest Airlines, FedEx, McDonald’s, Wal-Mart, and more have asked him to motivate their employees at conferences worldwide.
In today’s tough economy, cutting prices and providing good service aren’t enough. To be truly successful, innovative businesspeople 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. In this revised third edition, he contemporizes his work by examining 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:
- Build a customer base by following the four key principles of promotions—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
- 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 twenty-first century. Allworth Press, an imprint of Skyhorse Publishing, publishes a broad range of books on the visual and performing arts, with emphasis on the business of art. Our titles cover subjects such as graphic design, theater, branding, fine art, photography, interior design, writing, acting, film, how to start careers, business and legal forms, business practices, and more. While we don't aspire to publish a New York Times bestseller or a national bestseller, we are deeply committed to quality books that help creative professionals succeed and thrive. We often publish in areas overlooked by other publishers and welcome the author whose expertise can help our audience of readers.
|Edition description:||Third Edition|
|Product dimensions:||6.00(w) x 8.40(h) x 0.80(d)|
About the Author
T. Scott Gross is a customer service/management expert with an expansive list of Fortune 500 clients. As an instrument-rated pilot and a certified Emergency Medical Technician, Scott has worked several fascinating jobs and he now pours all of his experience and expertise into writing. He has authored numerous books, including Millennial Rules (Allworth Press). Scott lives in Kerrville, Texas.
Andrew Szabo has extensive experience in luxury hospitality management and is best known as the creator of Simply Irresistible Marketing. He is the go-to guy when A-list clients are in need of marketing, branding, and business development strategies. He lives in Dallas, Texas.
Michael Hoffman, known for his contagious, often outrageous platform interactions with his audience, teaches companies around the world how to create a culture of ownership and influence. He lives in Dallas, Texas.
Table of Contents
Part 1 POS: An Affair of the Heart
1 In the Beginning 3
2 More POS Stories 17
3 Sam Walton's Killing Me! Or Why POS Is the Competitive Advantage 29
4 Service is an Affair of the Heart 45
5 Trends 55
Part 2 A Positively Outrageous Solution
6 The History of POS 73
7 Inviting the Customer to Play 79
8 Competence, Confidence, Comfort 89
Part 3 The First Step to Pos: Microbranding
9 The Secret to Standing Out 107
10 See It! 121
11 Name It! 137
12 Staff It!: You Cannot Win on a Losing Team 147
13 Market It Like There's No Tomorrow! 159
14 POS Marketing 167
Part 4 The Manager's Tool Box
15 The Manager's Toolbox 183
About the Authors 213
Most Helpful Customer Reviews
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.