T. Scott Gross

Author and Keynote Speaker

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 three thousand, T. Scott Gross 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!  To book customer service speaker T. Scott Gross call Executive Speakers Bureau at 800-754-9404.

See Below for Full Bio

  • Speaking Topics:

    Customer Service, Management, Motivation, Sales, Teambuilding

  • Travels From:

    Texas

  • Price:

    $10,000 - $15,000

    Notes on Fees

  • Videos
  • Full Bio
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T. Scott Gross Speech Video

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 three thousand, T. Scott Gross 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!  To book customer service speaker T. Scott Gross call Executive Speakers Bureau at 800-754-9404.

No canned speeches...YOU decide!! Scott enjoys customizing his presentations to fit the audience.  

Explore the themes below and think about how each might apply to your organization.  Scott will call for pre-event research. You can count on him to ask plenty of questions so that he can create a medley of key ideas just for you! 

Positively Outrageous Service   

Start treating your service for what it is—a one-of-a-kind, in-the-moment transaction.  T. Scott Gross  shares personal examples of how he built his business when he created Positively Outrageous Service and used its principles on his customers.  

Scott’s POS principles work because they are simple, practical, and fun! Audiences learn how to multiply their marketing efforts by creating POS experiences that build their brand… and benefit the bottom line. 

The Service Prescription 

What do you get when a dentist, a nurse, and a street medic co-author a book on patient care? You get step-by-step guidelines for building healthcare practices that deliver  healthcare the way it was meant to be.  

Based on original research by BIGresearch, the answers to tough, never-before-asked  questions will prove our point that healthcare—with a big dose of Positively Outrageous Service—is just what the doctor ordered!  

Rated G:  Good for healthcare practitioners of any kind!  

Undercover Customer

If you could work more than a dozen unusual, sometimes dangerous jobs to learn how to better manage high performance teams, would you do it? Well, T. Scott Gross did!  

His personal, one-on-one research resulted in unexpected discoveries about leading high performance teams, ideas you haven’t heard before, such as ‘The Lost Power of the First Day’ and ‘Why We Continue to Hire People We Don’t Want for Jobs They Don’t Want.’  Scott has a baker’s dozen of eye-opening tactics businesses are overlooking.  A master storyteller, Scott will share his adventures through compelling stories that will captivate your audience while they learn the true secrets of making work feel good again. 

Any audience in need of inspiration while still wanting solid, take-home ideas needs this presentation! 

MicroBranding     

Most organizations fail to recognize that the least trained/least invested of their employees do the heavy lifting of building their biggest asset—their brand.  Gross defines a brand as an expectation and brand building is a simple matter of managing expectations.  It’ simple, just not easy. 

Once you master Scott’s simple steps to MicroBranding, you’ll be on your way to building a powerful personal or local brand to beat your competition!  

My Way, Right Away, Why Pay? 

After an international corporation asked T. Scott Gross to predict the future of customer service for their clients, Gross found, hidden in the unemployment and foreclosures statistics, a fundamental change in the way the new consumer  wants to be served and sold. The Great Recession was an event masking a trend—the vanguard of Generation I—as in ‘Invisible.’   

The mantra of Gen I—My Way, Right Away, Why Pay?—is a bare bones strategy for anyone who wants to attract and profit from today’s consumer. With extensive research and focus group input, T. Scott Gross will show how to efficiently and effectively sell ‘invisibly’ to today’s challenging consumers.

 

J Ozier, WOW! Windows

“As a member of the audience at your delightful talk last night, I just wanted you to know how much I enjoyed your presentation. I found your messages innovative and thought-provoking, your deadpan delivery a riot, and your quirky sense of humour totally disarming. Thank you for making the conference something really special.”

Michael P.

“I first read POS when I became a manager. I read that book 3 times in a month and it molded who I am today in Customer Service. I have wanted you to know now for about 10 years how much I owe you in changing my outlook on customer service and thank you for the thank yous I have received from customers. I wish I had the money myself to open my own business and spread your teachings but until then, I continue to do what I can with everyone I meet.”

Scott MacDonald, PhD, Southwest Graduate School of Banking

“…your humor is barbed with important business lessons. Only after the ribbons of laughter subside does one realize that an astute marketing lesson or business strategy has become securely fastened to one’s gray matter. It’s a unique approach that Mark Twain originated and you have perfected…”

Martin Ferrill, Chief Operating Officer, Soft Pretzel Franchise Systems, Inc.

“One word to describe T. Scott Gross’s sessions with our franchisees is ‘FANTASTIC’! Scott did a phenomenal job explaining what it really means to WOW your customers and it was apparent that he had done his homework and really understood our business. Our franchisees absolutely loved him and I appreciate how well he connected with our group. We couldn’t have asked for a better outcome!”
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