T. Scott Gross, CSP

Positively Outrageous Service

Why franchisors love to work with T. Scott Gross!

He’s just a regular guy…
… comfortable with an audience of any size
… comfortable with people no matter their title

He’s flexible …
… can adjust on the fly

He’s dependable …
… count on clean humor
… count on thorough preparation
… count on a speaker who is ready to work

He speaks from experience … to research his for his clients he has …
… chased drug smugglers on the Mexican border
… sailed an oil tanker out of Valdez
… worked as a chef on AMTRAK
… certified as a wildland firefighter
… worked as a medic on a med-evac team

He hates PowerPoint …
… nobody ever said, “Oh boy! PowerPoint!”
… Scott is the visual

He’s been there … and lives to talk about it!
… former franchise owner, met a weekly payroll
… entrepreneur, concept development, franchisor

He’s relevant …
… current member of city council
… EMT, Firefighter I, instrument-rated pilot
… eats Cheez-Its!

Clients Include:

McDonalds
Great Clips
Holiday Inn

Click here for sample client list

Speaker Bio

Author of the Management Classic,Positively Outrageous Service

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 3,000, 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 third 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, Performance Management Consultant, on Positively Outrageous Service

Travels From: San Antonio, TX

Fee Range: $11,000

“…loved the message you delivered. Any company would greatly benefit from having you speak to their leaders.”

Kathy McGee
R 7 L Foods, Inc.

Program Information

Positively Outrageous Service

Positively Outrageous Service; If you aren’t making your customers say WOW!… who is? As Scott gives examples he used personally to build his business…delivered masterfully as a true storyteller…you can feel the buy-in develop! When audiences are laughing…someone is paying attention and that’s when learning happens! The real payoff begins when they take home how-to ideas that will benefit the bottom line.

From Scott’s first book, the management classic, Positively Outrageous Service, learn the principles used to hire, train, and lead a team to serve outrageously. Audiences love POS because it’s simple, practical…and fun!

Why Service Stinks… and Exactly What to Do About It!

Most companies don’t know how to spot the potential new hires (or even long term employees) who could be running off your customers to the welcoming arms of your competition! T. Scott Gross does!

Scott will teach you how “Service Naturals” are easy to find once you know what they look like. Based on a study of 10,000 very vocal consumers, bosses, and servicepersons, Gross built a psychological profile of the perfect customer service person. Why Service Stinks… and Exactly What to Do About It!

Recruiting, hiring, and training for great service is easy…and fun, once you create an environment that encourages Positively Outrageous Service.

Leading High Performance Teams… Lessons Learned from Borrowed Dreams

A master storyteller, T. Scott Gross will captivate your audience while they learn the true secrets of making work feel good again.

Who would have guessed that good work requires an element of risk and that team spirit can arrive in the most unexpected ways? Scott literally climbed mountains, sailed the seas, and took to the skies to discover the secrets to building and leading high performance teams.

An hour of compelling stories, inspiration and take-home ideas, this presentation, based on Gross’ book,Borrowed Dreams: The Roughest, Toughest Jobs on the Planet…and What I Learned from Working Them, will leave you spellbound. Leading High Performance Teams

MicroBranding… How to Build Powerful Personal or Local Brands

A MicroBrand is a little brand that sits on top of a big brand and is often the more powerful of the two. T. Scott Gross delivers how-to steps in clear, concise terms, and you’ll discover that you too can build a powerful personal or local brand and beat your competition! MicroBranding… How to Build Powerful Personal or Local Brands

Take-home ideas include how values shape your brand, the difference between a brand and logo, how to get more ink and air time, plus you’ll receive step-by-step instructions for building a powerful MicroBrand.