T. Scott Gross is the creator of Positively Outrageous Service: Above-and-beyond service that attracts customers with a touch of creativity and personality. POS is random and unexpected: The element of surprise is part of its power. POS involves the customer personally: It's an invitation to play. And POS creates compelling, positive word of mouth.

* Beat big discount retailers without blowing your advertising budget.
* Learn what customers really want and deliver beyond expectation.
* Turn customer service disasters into public relations triumphs.
* Recruit, train, and retain superstar employees.
* Build a better brand and beat your competition!