T. Scott Gross

Authority on Customer Service

Programs

Positively Outrageous Service

POSITIVELY OUTRAGEOUS SERVICE Develop an Insurmountable Advantage over your Competitors! Definition: POS is random and unexpected; out of proportion to the circumstance; invites the customer to play; and creates compelling, positive word-of-mouth.

You Will Learn How to:
* Capitalize on trends, new and developing
* Bring out the creativity of your employees in serving customers
* Hire, train, and manage a team to serve outrageously
* Identify opportunities to serve outrageously
* Be thankful for complaints... and learn how to handle them!
* Get your customers to advertise for you!
* Implement Positively Outrageous Marketing!

MicroBranding

MicroBrand: A highly-focused personal or local brand built with clever public relations, innovative targeted marketing and strategic networking. MicroBrands are efficient, local, and often rely on individual personality.

You Will Learn:
* What condition the brand you already have is in!
* Ten critical brand mistakes...and how to avoid them!
* How to create a new MicroBrand
* How to manage your new MicroBrand using clever PR and strategic networking
* The benefits of brand congruency
* Four surprising steps to effective local marketing success
* The secrets of using industrial-strength showmanship to make sales sizzle!

Why Service Stinks

Why Service Stinks...
...& Exactly What to Do about It!

Why is service so bad...and getting worse?
Who is responsible and exactly what needs to be done to make it better? Those are the questions we set out to answer -- and we did! We were scientific. We used the latest psychological instruments to survey bosses and servicepersons of all stripes.
We were methodical. We included nearly 10,000 very vocal consumers in our research, over a dozen high-profile companies participated, and we used a mountain of back-up data to document our findings.

What did we discover?
The average boss can't identify great servicepersons -- before or after the interview! We have proof! And we can fix the problem! It's easy once you know how!

You Will Learn:
* Why your poor service persons will never get it right!
* Why the boss is so easily fooled in the interview!
* Why you should hire slowly and fire fast!
* What your team is thinking when they interact with customers
* How to get applicants with a criminal mind to identify themselves - before the hire!
* Which applicants will make the best employee for your organization
* What your customers think is the real cause of poor service
* The best tactic for getting great customer service

When Customers Talk

Your Customers Are Talking ...We've Been Listening! In the final installment of his customer service trilogy T. Scott Gross has partnered with the leading consumer market intelligence firm BIGresearch to find out how retailers don't listen to their customers and what they risk by ignoring what their customers want.

You Will Learn How to:
* Discover how customers view chain retailers differently than small operations
* Create an atmosphere that encourages customers to open their wallets
* Explore the "disconnect" between retailers' and customers' attitudes
* Learn reasons why customers don't buy can be as important as why they do
* Find out how to ask the right questions

Borrowed Dreams

Borrowed Dreams is the story of Scott's adventures told as a series of stories, each with a lesson that applies both professionally and personally. Join Scott as he chases drug smugglers on the Mexican border, sails an oil tanker from Alaska, and fights wildland fire with a most unusual crew. You'll be surprised and delighted to discover the secrets of getting tough work done. And you'll be amazed to learn that it's not too late to borrow a dream of your own!

You Will Learn:
* What motivates people to take and keep difficult jobs
* Who is most likely to succeed in challenging work environments
* How to apply the secrets for managing in difficult environments in even the most ordinary work situations
* How the lessons of difficult work can make your life richer

Speaker Information

T. Scott Gross is a master at removing mystery. His unusual ability to make complex ideas simple comes from years of hands-on experience as an entrepreneur who has also lived the corporate life. He will tell-it-like-it-is and your audience will love it!

Scott is best known for his high energy platform skills. His energetic, engaging style is more than entertainment — it's always a hit. His gentle humor keeps audiences laughing while they learn handfuls of practical ideas. Whether speaking to a corporation or national association, Scott is a storyteller extraordinaire, comfortable with audiences of any size.

He is most at home with professionals who have high customer contact. Scott knows you can't always have the lowest prices in your market — but you can have the best service! Scott will show you how to take your service to a greater level... and your profits with it!

As a life-long learner, it's only natural that Scott has written 11 fun-to-read books, including the original management classic Positively Outrageous Service now in its 2nd edition. He considers Positively Outrageous Service to be the first in what he calls a trilogy, encompassing Why Service Stinks...and Exactly What to Do About It and When Customers Talk...Turn What They Tell You into Sales. His personal favorite, Borrowed Dreams, reads more like a novel but is packed with management secrets while he was in search of how to manage high performance teams.