Thursday, August 6, 2015

Make Yours Outrageous

You would think that delivering great customer service would be top of mind for anyone who needs to make a living.  You would think. But you would be wrong.

You might also think that the guy who has spent a lifetime preaching Positively Outrageous Service would be hypersensitive to the nuances of loving on customers.  You would think.  And again you would be wrong!

Yesterday I called the dentist who we had been seeing for years and canceled an appointment.  My wife asked, “What made you decide to do that?”

Rather than answering her question, I have a few questions for you. The answers might help you in two ways. First, you might pick up more customers than ever through positive word of mouth.  Second you might lose fewer customers like me who without thinking had just canceled a long term customer relationship almost without conscious consideration.

Here are your questions:

  • Are you confident that everyone in your company will deliver a Positively Outrageous Service experience when left on their own and do you know when they don’t?
  • Do you know what your customers really want and are the people you hire capable of delivering?

I’m looking forward to keynoting Service Roundtable where we’re going to answer those questions and more!  See you in St. Louis!


     - T. Scott Gross, Author and upcoming Service World Keynote

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