TOP DRAWER BOOK REVIEW
by
HL Carpenter

 

Positively Outrageous Service
by T. Scott Gross
211 pages; softcover; $18.95
Dearborn Trade Publishing, Chicago, 2004

Several years ago, books about angels were everywhere. No matter how diligently you tried to avoid them, uplifting parables featuring winsome cherubs assaulted you from every direction.

Guess what? They’re baaaack ... this time in the guise of a business book about angels. Oh, sure, Positively Outrageous Service cleverly conceals the truth behind staid managerial terms like ‘customer service’ and ‘marketing’. But you’ll see the light from the first radiant anecdote.

The angels in this incarnation are employees who deliver over-the-top service. The kind that keeps customers coming back and cash registers ringing, delighting every manager’s heart.

And here’s a non-surprise - according to author and consultant Scott Gross, these angels can mean the difference between success and failure. Turns out customers actually like receiving service!

If you already knew that, there’s probably not much for you to learn from Positively Outrageous Service. But you might enjoy reading it anyway. Like all angel books, this one is uplifting and inspiring. The creative, real-life examples could even give you a few ideas for providing outstanding service to your own customers. Wings are optional.

 

Review originally published December 2004.