Scott Gross is a master at removing mystery. His ability to communicate complex ideas simply comes from years of hands-on experience as an entrepreneur who has also lived the corporate life. He will tell it like it is and your audience will love it!

Scott turns his skills as a platform performer and a life-long learner into fun-to-read books, including the management classic Positively Outrageous Service. Scott turns work into adventure in his personal favorite, Borrowed Dreams, and now he's back with his latest, his eighth book, MicroBranding ... Build a Powerful Personal Brand & Beat Your Competition.

Programs

• Positively Outrageous Service: Trends and Tactics for a New Age of Service : The service bar is raising...your customer is changing, and too many competitors want your customers, your sales and your profits. What are you going to do about it? Those who intend to prosper in the Age of Service must discover what the customer wants and then set out to provide it in a way that is so memorable that customers for life are created. Positively Outrageous Service is not about bells and whistles. Instead it is a service technique that is sometimes subtle, sometimes fun but always memorable. From ballpoint pens to airlines, retail stores to restaurants, Positively Outrageous Service is the new, old way to WOW customers and keep them for life.

  

• MicroBranding: Build Powerful Personal Brands & Beat Your Competition : In an over-marketed, highly competitive age, getting noticed isn't easy. The good news is most of us compete on a personal or local level, so why not use the big brand techniques to really stand out? MicroBranding is the simple, not easy, process of owning a tiny corner in the mind of someone you want to impress. A logical follow-up to Positively Outrageous Service, MicroBranding is perfect for organizations wanting to help individuals and teams focus their performance, single-unit operators who need to carve out a niche in a competitive market, and anyone who wants-or needs-to stand out from the crowd!

  

• Your Customers Are Talking ...We've Been Listening! : 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. Scott's insights will help you anticipate customers' needs and use emerging trends to your advantage. You'll learn how to attract and retain profitable customers and effectively beat the competition and discover how customers view chain retailers differently than small operations.Learning why customers don't buy can be as important as why they do!

  

• Borrowed Dreams: The American Spirit Goes to Work : Borrowed Dreams is the story of Scott's adventures told as a series of stories, each with a lesson that applies both professionally and personally. Join Scott as he chases drug smugglers on the Mexican border, sails an oil tanker from Alaska, and fights wildland fire with a most unusual crew. You'll be surprised and delighted to discover the secrets of getting tough work done. And you'll be amazed to learn that it's not too late to borrow a dream of your own! T. Scott Gross is a master storyteller who will captivate your audience while they learn the true secrets of making work feel good again.

  

• Why Service Stinks...and 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? 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! In Why Service Stinks, T. Scott Gross brings more great stories, more good fun, and more how-to tips for making your service the best service in town.