T. Scott Gross

T. Scott Gross is a master at removing mystery. His ability to communicate complex ideas simply comes from years of hands-on training in the hospitality industry.

When not speaking at conferences and conventions, Gross handles the day-to-day operations of one of the nation's most unique service training companies. Best known for his high-energy platform skills, his gentle humor keeps audiences laughing while they learn handfuls of practical ideas. Whether speaking to a corporation or national association, Gross is a storyteller extraordinaire, comfortable with audiences of any size. He is most at home with professionals who have high customer contact.

Gross has helped some of America's best-run organizations design video-based training programs, intended mostly for employees with direct customer contact. Gross has discovered how to be the low cost provider of quality video training and marketing programs.

Gross has turned his skills as a script writer and platform performer into 12 fun-to-read books, including the original management classic Positively Outrageous Service now in its second edition. He considers Positively Outrageous Service to be the first in what he calls a trilogy, encompassing Why Service Stinks…and Exactly What to Do About It and When Customers Talk…Turn What They Tell You into Sales. His personal favorite, Borrowed Dreams, reads more like a novel but is packed with management secrets while he was in search of how to manage high performance teams.

Gross' newest book, MicroBranding, is about his latest ideas on how to create a powerful, personal brand that will stand out. MicroBranding is perfect for organizations wanting to help individuals and teams focus their performance, single-unit operators who need to carve out a niche in competitive market, and anyone who wants to stand out from the crowd. MicroBranding recognizes the fact that small personal or local brands sit on top of and often over-power brands considered to be global powerhouses. At the recent NSA Spring Workshop, MicroBranding was the top-selling tape. Gross is currently at work on another book entitled The Service Prescription, Healthcare the Way It Was Meant to Be. The book brings POS to healthcare with specifics on how it's already been done.

Not one to sit on the couch, Gross lives life to the fullest. A second term Councilman in Kerrville, Texas, Jacobs has instituted the first customer service metrics in local government. If he can get even government to recognize that responsive customer service means happier, satisfied constituents, he can kick-start companies who want their employees to be better.