What’s new? Shhhh…It’s INVISIBLE!

T. Scott Gross, best known as the author of Positively Outrageous Service (P.O.S.) and popular franchise customer service speaker, trainer, engaging story-telling humorist, and all around great guy, has just finished his latest book on Gen Y and what ‘service’ means to them. Scott built the brand P.O.S. from personal experience as a franchisee, franchisor, franchise field consultant and restaurateur.  Scott now brings his unique understanding of service and the critical generational differences to INVISIBLE: How Millennials Are Changing the Way We Sell. 

Here’s a note from Scott: 

Have you noticed your customers and employees are getting younger?  That would be funny if it were not for the fact that as the bulk of the Baby Boomers begin to retire, the median age of paycheck earners is likely to drop.  Have you given much thought about how this new, younger customer will want to buy?  (They won’t want to be sold!)  Have you thought about how you must lead a team in times of high unemployment yet strategic shortages of qualified workers?

Well, I’ve been doing more than just thinking about those issues.  In fact, a leading edge player in working with Millennials, the Sitel Corporation, commissioned me to write a


white paper forecasting the future of customer service.  They have made the research available to their list of Fortune 500 clients and Katrina asked me if we could share the findings with the franchise community as well! 

I invite you to click on the link and down load a copy of the white paper, My way. Right away. Why pay? HERE.

In our research, we learned that the unbundling of product and service will force customized packages of product and service. 

You will be forced to ask, “Is my service good enough to sell?” 

And here’s a trick…how good are you at being invisible?  Not so good?  Better learn fast because that’s exactly what the new customer wants! 

Our latest book, INVISIBLE: How Millennials Are Changing the Way We Sell will be available March 2012 from Triple Nickel Press! 

Thanks Scott!  We appreciate you sharing a taste of your informative results with the franchise community. 

Searching for a fresh new topic for your upcoming franchise convention?  T. Scott Gross has been authentically engaging franchise audiences for more than 20 years.  Scott believes when audiences are laughing, someone is listening – and learning!  His delivery is fun, his content is memorable and he’s a joy to work with.  T. Scott Gross never disappoints and always over-delivers.

More soon! 


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