Customer Reviews

Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life

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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.

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.

I am very happy with the condition of the book provided as well as how quickly it arrived. I ordered this book to help my employees at work but whoever sold this book also provided Positively Outrageous Service. A+

Scott Gross provides a great look at the benefits of providing great service. Even though the original printing of this book was greater than 20 years ago, it continues to be relevant even in today's word. With increased commoditization of products and services, Customer Service is what will truly let your business stand out and provide you with the referral business that will be more profitable and provide for a longer-term revenue stream. Check out the Service Prescription too, if you are interested in seeing how this concept can play out in the medical industry.

This book had just what I was looking for. Enthusiasm followed by new ideas. Great book!

Anyone in business should read this book. Not only is it full of suggestions and helps, but it really justifies the customer service all entreprenuers desire of their employees. It wouldn't be bad for some of the employees to also read it.

I have changed the way I manage my store and have seen immediate results! A great buy! I would recommend anyone in a service industry read this book.