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. getAbstract.com recommends 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.
In this summary, you will learn
- What constitutes "Positively Outrageous Service" (POS);
- What tactics you can use to deliver POS and save your marketing budget; and
- How each employee can build his or her own "MicroBrand," and then capitalize on it.
About the Author
T. Scott Gross is a customer service and management expert who works with large corporations. He is the author of eight books, including Why Service Stinks.
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Comment on this summary
5 years agoA very helpful book. I appreciate how I can apply specific concepts to my own small business.