T. Scott Gross

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Books by T. Scott Gross

  • Best known as the author of "Positively Outrageous Service," 200,000 copies sold worldwide

Are Your Customers Saying, "WOW"
If not, your business and profits are going elsewhere. T. Scott Gross provides the keys to delivering the WOW that keeps customers coming back for more. His secret formula for success is Positively Outrageous Service, or POS. What is POS? It's above-and-beyond service that attracts customers with a touch of creativity and personality. It can take many different forms, but it always follows a few simple rules:

  • POS is random and unexpected: The element of surprise is part of its power
  • POS is out of proportion: It's an extravagant gesture that catches attention.
  • POS involves the customer personally: It's an invitation to play that personalizes the service.
  • POS creates positive word of mouth: More powerful than advertising, POS generates its own buzz.

T. Scott Gross is known as the author of four best-selling books, Positively Outrageous Service, Why Service Stinks: What You Can Do About It, When Customers Talk: Turn What They Tell You into Greater Profits, & MicroBranding: Power Your Brand to a Bigger Bottom Line.


Media files by T. Scott Gross

  • 7-11 Customer Service Story
  • T Scott Gross Speaking Preview

  • POSITIVELY OUTRAGEOUS SERVICE: Out-serve and out-sell your competition - Scott's signature keynote and first book, Positively Outrageous Service is considered a management classic. Audiences love POS because it is simple, practical, and fun! Scott is a master storyteller who keeps his audiences laughing and learning.
  • 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 service-persons of all stripes from over a dozen high-profile companies. And we were methodical. We included nearly 10,000 very vocal consumers in our research. 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!
  • WHEN CUSTOMERS TALK: Turn what they tell you into greater profit, now! - 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.
  • MICROBRANDING: Power your brand to a bigger bottom line - Build a powerful personal or local brand to beat your competition. MicroBrands fit on top of big brands and are often more powerful.
  • THE SERVICE PRESCRIPTION: Learning the power of patient service to transform your healthcare organization
  • Healthcare
  • Keynote Speakers
  • Marketing & Branding

T. Scott Gross is more than a writer who speaks; he literally has been there and done that!

A veteran of the hospitality industry, Gross learned from the bottom up, literally from the business end of a pot sink! His credibility from his years in that industry has earned him the respect of audiences everywhere as an entrepreneur who knows what it’s like to make payroll every Friday.

Best known for his first book, Positively Outrageous Service, now in its second edition, with over 200,000 copies in circulation world-wide in a multitude of languages, Scott continues to delight audiences with his subtle humor, masterful storytelling, and take-home value, challenging them to make work fun. His subsequent books, 13 in all, validate the need─and rewards─of delivering a customer service experience so positive that your customers become your best marketing tool.

Scott’s client list is as diverse as the Fortune 500, including such respected companies as Southwest Airlines, Ford, and WalMart. Presenting to audiences from as small as six to over three thousand, Scott has chosen to hone his skills in more diverse territories. He has served as a First Responder (EMT-B) in his small community of Kerrville, where he currently is serving his second term as a City Council member. When not on the road, Scott intends to live life to its fullest, always making a difference!

T Scott Gross San Antonio TX, Texas customer service speaker, Texas healthcare speaker, Texas branding speaker, Texas business keynote speaker