Positively Outrageous Service

Ahhh!!! So today I woke up at 4:30 am to go to a leadership breakfast. I drove for 30 minutes on deserted streets, and arrived at the club at 6:00 am, only to find out that the breakfast did not start until 7:00 am. Apparently I had read the time incorrectly…swear to god my mind likes playing tricks on me :p. I, then, waited outside on a parking lot because I did not want to wait inside the parking garage. I am horrified by parking garages. After all those movies and TV shows where people get crushed under tons of concrete during an earthquake or get attacked by a crazy mad killer, I rather just wait outside, with my windows rolled up, and my doors locked. My great start to the morning was followed by an even better breakfast and speaker (I am not being sarcastic here). Seriously, I am not. Read on followers 🙂

Has anybody heard of a term called positively outrageous service??? I think this means businesses should treat you with great customer service. T. Scott Gross dubbed the term POS (positively outrageous service). Now, I’m not advertising for him, I was just extremely impressed by this man’s story. He and his wife have been married for 37 years! Wozers! He also has Parkinson’s disease. But as he said Parkinson’s doesn’t own him, he owns Parkinson’s. He was such a phenomenal speaker. He had me laughing out of my seat the entire time. He told us this story about how his wife and him used to raise chickens. One winter, they were behind on orders to their suppliers, and didn’t know how they were going to pay the bills. He decided that instead of mopping, they would host a huge Christmas dinner for the struggling town. That day, as everyone was enjoying the humble chicken dinner, a couple of tourists stopped by the town. Since no other place was open for dinner, they ended up at Scott’s home, and had dinner there. After they left, Scott and his wife found a check for the total amount they owed to their suppliers! You should always be thankful and happy, despite the bad things that might happen in life. You never know when things are going to turn around.

He also talked about Phillip J. Romano’s strategy to make Macaroni Grill successful back in the day. Apparently, Romano, after selling Fuddruckers for lots of $$$, decided to buy a stone house in the middle of nowhere, where he opened up the first Macaroni Grill. Now, this restaurant was not in the best location and was lacking customers. One Monday night, Romano announced that all dinners were on the house and that in the future on a random Monday or Tuesday night everyone would eat on the house. What do you think happened? Well, on every Monday and Tuesday night, the restaurant was completely packed. Romano never repeated this special every again! 🙂 Scott likes to share this story among others, as he tries to convince stores to adopt positively outrageous service.

I honestly just wanted to share this with everyone. Thought it could cheer you up as you start your Friday and get ready for the weekend.

On another note, where have you experienced positively outrageous service recently?


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