T. Scott Gross

T. Scott Gross

Author: Positively Outrageous Service
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Program Descriptions

Positively Outrageous Service
“Customer service is the expression of your brand.”

Have you ever experienced customer service so good you couldn’t wait to talk about it? Then you were probably being served by one of Scott’s clients! Scott teaches his customers how to make their customers say Wow!

His drop-dead funny stories are living reminders that Scott lives the ideas he shares. Your audience will laugh as they learn how to deliver POS. Scott’s insight on building high performance teams were all gained through sometimes difficult, always interesting hands-on experiences. Nobody knows more than T. Scott Gross about building powerful and local brands.

Cues, Clues, and Tattoos…What to Do When Millennials Run the World
Your world isn’t about to change—it has already changed and there is no end of change in sight. We are now in the digital age of the Millennials. Millennials are different and different CAN be good. It all depends on how you respond.

Some say Millennials are spoiled and entitled. Some say Millennials are leading us to where we should have gone in the first place. No matter which viewpoint is right, Millennials are here to stay. Deal with it!

Spend an hour or so with T. Scott Gross and you will discover the Millennial mantra: My way. Right away. Why pay? And you will also discover that the path to surviving a market dominated by Millennials will include unbundling, negotiating, and customizing like never before.

Turned-on Teams Can Do Anything!
What’s the best way to learn about teams? You have to join them, see them from the inside, and learn their secrets the hard way because the hard way is the only way that high performance teams will show their stuff.

T. Scott Gross sailed an oil tanker out of Valdez, chased smugglers on the Mexican border, fought forest fires in California, and experienced a dozen of the roughest, toughest jobs in search of the secrets that allow turned-on teams to do anything. Get ready to get dirty!

Scott delivers a most unusual management book, Borrowed Dreams, and a pocketful of adventures that reveal the nature of the work and the worker.


Biography Read more

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 started from the bottom, 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 his audiences 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 seen his audiences change from Boomers and Traditionals to a majority of Millennials, those who were born after the digital age began. Studying this generation and, in his subsequent book Invisible…How Millennials Are Changing the Way We Sell, Scott believes the Millennials will “lead us where we should have already gone!”

On a personal level, Scott considers himself just a regular guy who loves his family and cares for his community. His accomplishments include being an EMT first responder—having made over 280 emergency runs… an instrument-rated pilot—with over 3,700 flight hours… a certified wild land firefighter... AND a former city councilman, including a term as mayor pro tem... all while continuing to write books, blog, and speak. But Gross admits his favorite titles are Pops, Dad, and Tiger.

Scott intends to always be current, always be relevant, and in pilot terms, live like his tail’s on fire!

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"Scott was wonderful--best speaker we've had so far.  I hope we can find more like him.  I highly recommend Scott to any organization who is looking for an entertaining, yet thought-provoking speaker."  
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