• Definition: Positively Outrageous Service is random and unexpected; out of proportion to the circumstance; invites the customer to play; and creates compelling, positive word-of-mouth.
  
  Positively Outrageous Service is a service technique that is sometimes subtle, sometimes fun but always memorable. From ballpoint pens to airlines, retail stores to restaurants, Positively Outrageous Service is the new, old way to WOW customers and keep them for life.
  
  The service bar is rising…your customer is changing…and too many competitors want your customers, your sales, and your profits. What are you going to do about it?
  
  T. Scott Gross 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 whole greater level…and your profits with it! Positively Outrageous Service is not just a way of doing business—it’s a state of mind!
  
  His energetic, engaging style is more than entertainment—it’s always a hit. It’s a meeting planner’s dream! Find out why over 1,000 audiences have made Positively Outrageous Service a favorite!
  
  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

• How do you survive as the owner of a small business when the big box discounters surround you? How can you move your career forward when there are younger, brighter new employees being hired every day and gunning for your raise or your promotion if not for your job?
  
  T. Scott Gross says the answer is "MicroBranding." Gross says that you can brand manage your life and your business in a way that helps you stand out even if you’re not exactly outstanding.
  
  Gross can show anyone how to create and promote a personal, local brand.
  
  This is the guy who teaches the big guys like Ford and Southwest Airlines how to use humor and surprise to capture customers and now he shows us how to use the secrets of brand management personally. Create the brand called you!

• 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!
  
  T. Scott Gross says Why Service Stinks is the third and final edition to the series, which began with Positively Outrageous Service (a platform classic), and MicroBranding (building powerful, personal brands to beat the competition.) Why Service Stinks brings more great stories, more good fun, and more how-to tips (with the data to prove it!) for making your service the best service in town.
  
  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 slow 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.

• 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 wild land 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!
  
  T. Scott Gross is a master storyteller who will captivate your audience while they learn the true secrets of making work feel good again. Who would have guessed that good work requires an element of risk and that team spirit can arrive in the most unexpected ways? Wrap all the seminars, workbooks, and boring PowerPoint presentations into an hour of compelling stories and even better ideas and what you’ll get is an adventure that we call Borrowed Dreams: The American Spirit Goes to Work.
  
  If you’ve ever dreamed about a life of adventure, if you’ve ever wondered what life on the edge is really like, if you’ve ever imagined what it would be like to follow your heart, then you’ll fall in love with Borrowed Dreams.
  
  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.