Traditions create a rhythm of how we do things and conduct ourselves. Traditions are not just for the holidays! What are your traditions? Do you have some flexibility? Traditions reinforce your culture. A tradition can be fun and even random and unexpected. (Two key POS principles). Traditions build a bond, creates community, blesses, teaches values and adds a rhythm to the adventure of Positively Outrageous Service.

Positively Outrageous Service can blow away customer models of customer abrasion. The now defunct Blockbuster built its customer revenue model on late fees, 70% of their revenues were generated from disservice! The customer experience is more important than ever given the reach of social media. Is there anything abrasive in your policies and processes that undermine the customer experience. Or, are your people behaving abrasively? When your policy becomes the experience – it can become an excuse to behave badly.

“Gratitude, not understanding, is the secret to joy and equanimity.” – Anne Lamott. What are you thankful for? Giving thanks builds community and connection.  Giving thanks communicates how you are important to me. Who in your business is helping you be successful? Do something fun for them! An attitude of gratitude is beneficial for the giver and not just the receiver!

The power of novelty is in “contextual” novelty. Doing something we expect in an unexpected way. We are all endowed with creativity. It takes many different forms. One may be creative in creating magic moments through listening; creativity through how we respond to a complaint; creativity in solving an employee problem. Be novel and creative! Where can I stand out today? Challenge yourself. What can I do differently today with that person in front of me in this moment? Spontaneously creative, interesting and unexpected!

Championing Positively Outrageous Service is both explicit and implicit. Tacit approval is the message that is being communicated when one doesn’t speak out. The unspoken implicit sets a precedent every bit as much as explicit championing. Actions of management speak as loud as the words communicated. Tacit approval of toxic behavior creates a negative environment that undermines the ability to foster a Positively Outrageous Service culture. Listen to your employees and customers, uncover it, discover it, and address it!

A culture is created and characterized by what you consent to, champion and celebrate. Who you are, is reflected by what you do. What you do reflects who you are. What is a champion? What we stand up for … the flag bearer who defends, corrects and adjusts to stay on course. How do you champion Positively Outrageous Service? Who are your POS champions? How do you verbalize the championing? The power to influence others through championing starts with leadership and then equipping and coaching the next level. In your upper echelon what are you doing to know, and what are you doing to live out what you want everybody else in your team to be doing? It requires vision, leadership sets the example, and stay on course through constant correction.

Repetition reinforces Reputation. Cut through the clutter of marketing messages with testimonials that build “social proof”. Don’t just create Positively Outrageous Service – capture the POS testimonial! The power in video testimonials? The viewer sees, hears and connects emotionally. Video has also become the preferred medium over reading. Easiest method: use your smart phone, ask questions, keep it short, and thank them!

Before the advent of Social Media, one would on average share a positive experience with nine people and a negative experience with sixteen people. Now we share customer experiences with hundreds, if not thousands of people with a potential rippling effect many times more. Encourage your clients, customers and guests to share their Positively Outrageous Service story. Story Structure: What happened specifically? What was the impact? How you felt about it?

Yes it is true, my boss needs skills.  This is the one you have been waiting for.

You can’t behave one way with a customer and another internally. Negative humor and sarcasm WILL spill into other areas of your life. Two faces lead to silos, communication breakdowns between departments and defensive postures. Consistency is key. Create WOW internally; it’s infectious creating WOW customer experiences naturally, organically. The antidote is “be for me”, body language, consistency, and disarming through “un-offend-ability”.

MY BOSS NEEDS SKILLS – Toxicity is Viral Too – E25S1

Toxic bosses or behavior seeps into your customer service. The #1 reason people leave their jobs is not the work but the boss! Are you crafting positions that employees enjoy and leverage their strengths? Joy is contagious and will infect your customer experience positively. Good bosses influence behavior and draw the best out of one allowing one to give. Toxic work environments inhibit happiness hindering the release of Positively Outrageous Service!