About this Book
T. Scott Gross emphasizes that delivering exceptional service creates lasting customer loyalty, especially through "Positively Outrageous Service" (POS), where employees go above and beyond to delight customers with unexpected gestures. This level of care, driven by motivated and empowered employees, turns each service interaction into a powerful marketing tool. By prioritizing customer satisfaction, businesses can retain clients and build a "microbrand" through word-of-mouth. Motivating employees, valuing creative problem-solving, and creating a positive work environment are essential for making each customer experience unforgettable.
2004
Self-Help
10:37 Min
Conclusion
7 Key Points
Conclusion
Adopt exceptional service to amplify your brand's impact and promote customer loyalty. Motivate employees, adopt innovative marketing strategies, and prioritize customer satisfaction for sustained success.
Abstract
T. Scott Gross emphasizes that delivering exceptional service creates lasting customer loyalty, especially through "Positively Outrageous Service" (POS), where employees go above and beyond to delight customers with unexpected gestures. This level of care, driven by motivated and empowered employees, turns each service interaction into a powerful marketing tool. By prioritizing customer satisfaction, businesses can retain clients and build a "microbrand" through word-of-mouth. Motivating employees, valuing creative problem-solving, and creating a positive work environment are essential for making each customer experience unforgettable.
Key Points
- Exceptional service can create loyal customers for life through surprising, thoughtful actions.
- Unexpected rewards and promotions can leave a strong impression and encourage positive behavior.
- Customer satisfaction grows when businesses also value their employees and suppliers.
- Efficient service and shorter wait times enhance the customer experience and reduce frustration.
- Addressing mistakes with a sincere apology and quick solutions builds customer trust.
- Motivating employees to take the initiative improves productivity and boosts customer service.
- Employees’ positive actions promote a business’s brand and drive word-of-mouth marketing.
Summary
Undergo a Change
Providing excellent service is a big deal for everyone involved: the worker, the buyer, and the company. It's not just some fancy idea; it can happen at any level in a business. Sometimes, it's the folks behind the scenes who make things happen.
Let's talk about a night clerk at a big motel chain. One night, a guest showed up super late and stressed out. He said his bags were lost and he had a crucial meeting at 9 a.m. The clerk knew a store that was still open and could help the guest get what he needed – a new shirt, tie, and other stuff. But here's the kicker: the guest had no ride and no time to spare. So, the night clerk handed over his own car and gave him directions. That's what I call "Positively Outrageous Service" (POS), and it made that motel chain a customer's favorite spot for life.
POS happens when people who naturally love helping out go above and beyond to make a customer smile. These folks aren't just following some rulebook; they're making sure the customer gets the best treatment possible. POS is:
- Surprising for the customer.
- Better than what the customer expected.
- Kind of fun and
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