34 episodes

Create a culture of WOW experiences to build customer advocacy, loyalty and competitive differentiation!

Positively Outrageous Service Andrew Szabo & Michael Hoffman

    • Business
    • 5.0, 1 Rating

Create a culture of WOW experiences to build customer advocacy, loyalty and competitive differentiation!

    Chaos Breeds Compassion

    Chaos Breeds Compassion

    A Special COVID-19 Message

    How are you caring for your team?

    Favor them with Positively Outrageous Service!


    "I have just three things to teach: simplicity, patience, compassion. These three are your greatest treasures." - Lao Tzu

    Connect deeper with your virtual teams - Check-in questions with your virtual teams: What do you think? How do you feel? Tell me more! Interact more!

    Set ground rules ahead of time for virtual engagement - Ensure they know their role,

    Be intentional about connecting visually not just through social media or a phone call. Many are, or are feeling isolated …. Connect virtually, use visually

    Look ways to have fun and relieve the tension. Virtual Happy Hours.  Dance video! Dress up for cocktail hour! Look at what they're doing in Italy, Portugal and Spain! Fun can be infectious and viral … in a positive way

    Don't just manage ... Lead! Ask better questions. Leaders ask great questions! Check out Leading With Questions!

    Have fun while wearing a mask …. can you smile under that mask?

    Be them-focused first … out of proportion to the circumstances. Not just your team but also the people we work for … don’t assume everyone’s OK!

    Followup up video - record your visually virtual meeting! Or followup with a video vs. and email!

    Go virtual - yoga studios are providing online classes. Schools switching over to online teaching.

    Hours … many grocery stores have special plans to dedicate the first hour of each shopping day to senior shoppers and / or their employees.

    BONUS: Demonstrate grace and forgiveness - relieves tension and stress — Be the first to say sorry. Be the first to forgive!

    • 27 min
    How to Propagate Positively Outrageous Service during the COVID-19 Pandemic

    How to Propagate Positively Outrageous Service during the COVID-19 Pandemic

    How caring in a time of crisis elevates customer loyalty.

    10 Ideas to Spark Your Creativity


    “Giving is not just about making a donation. It is about making a difference.” ― Kathy Calvin

    Give, give, give - During the NBA hiatus, Mark Cuban, the owner of Dallas Mavericks, immediately announced that hourly workers at the American Airlines Arena will be continue to be paid.

    Turn your business upside down- Louis Vuitton Conglomerate (LVMH), the French luxury conglomerate that operates more than 75 brands, including high-end labels like Louis Vuitton, Fendi, and Celine is now making hand sanitizer in its perfume factories. It will produce up to 12 tons of hand sanitizer a week alone as the coronavirus crisis escalates in France. And they are giving it away for free. WOW!!!

    Meet your customers virtually or through video.

    Deliver content virtually – Sunstone FIT yoga studio is providing on

    line classes. Schools switching over to online teaching.

    Hours … Dollar General Corporation and others announced their plans to dedicate the first hour of each shopping day to senior shoppers.

    Look ways to have fun … and relieve the tension … Italians started singing from their balconies. In Spain people began applauding healthcare workers at 10m throughout the country. How about a dance video? Michael and his daughter did just that and got over 10 million views in 10 days! Fun is infectious!

    Empower your team to deliver beyond the circumstances.

    Leading versus managing - Leaders ask better questions.

    Grace and forgiveness are critical in this time of stress — both externally and internally. Go first!

    Care for your team - Love is infectious too and your customers will feel more cared for.

    • 22 min
    10 Ways to Help Out in this Turmoil!

    10 Ways to Help Out in this Turmoil!

    A Special Coronavirus Message to Our Friends from Positively Outrageous Service!!!

    “A bend in the road is not the end of the road… Unless you fail to make the turn.”

    ― Helen Keller

    Like many of you, Michael and I are rethinking our business strategies in this time of turmoil, turbulence and trouble. We are revamping some of programs and delivery mechanisms to preserve, protect and pivot our clients' profitability, market share and competitive edge.

    The Coronavirus pandemic has changed our business in that we are currently not meeting face-to-face or delivering our content live. We are making the "turn" to appropriately navigate the bend in the road. But this is also a time to not just hunker down and be defensive but to reach out to help others in need. Not all will successfully navigate the sharp bend in the road.

    This is an unprecedented time in our history ... however, it can spur us to a higher calling ... are you going to retreat in the face of fear or advance with a fearless strategy?

    "So, first of all, let me assert my firm belief that the only thing we have to fear is...fear itself — nameless, unreasoning, unjustified terror which paralyzes needed efforts to convert retreat into advance. In every dark hour of our national life a leadership of frankness and of vigor has met with that understanding and support of the people themselves which is essential to victory.”

    Franklin Delano Roosevelt,  32nd President, Inaugration Speech, March 1933.

    In this spirit, Michael and I recorded a special edition video and podcast for you that addresses these very times. It's a special talk where we highlight ten Positively Outrageous Service actions to potentially partake in and uplift and advance those around us in this time of turmoil!

    We trust it brings hope, a smile, and a ray of sunshine into the world we now must defend, rebuild or redirect.

    All joy,

    Andrew, Michael and Scott


    Here's a summary of the ten actions to advance, (more details in the podcast or video).

    Support Older People and Others At-Risk

    Volunteer for Meals on Wheels

    Donate Money to a Reputable Non-Profit

    Support Your Local Food Bank

    Support Small Businesses

    Donate Blood

    Check in on Your Neighbor

    Support the Homeless

    Write a Letter!

    Don’t Hoard or Stockpile — Give It Away!

    BONUS: Stop Judging and Start Loving! 

    Let us know what you think! Share your Positively Outrageous Service stories with us!

    • 22 min
    Drop Some Love Bombs

    Drop Some Love Bombs

    Love On Your Customers - Drop a Love Bomb or Two!

    Creating WOW Behind the Lines!

    Go to war against the negativity in the world. Be a disruptor by dropping love bombs. Ignite and equip behind the lines not with “drive by feedback” but with “love bombs”. The people you work with can lose perspective because “we live behind our eyeballs.”

    This mission is very specific:

    Be precise in your observation

    – the “what” … not just an “attaboy”

    Connect it to the “why”.

    Love bombs are not just for your employees, but your team members too. How about the people your report to and other stakeholders!

    • 15 min


    Giving Thanks to Your Customers, Clients, Suppliers and Employees

    “Gratitude, not understanding, is the secret to joy and equanimity.” – Anne Lamott.

    Gratitude – Give thanks for who you are, what you have, and those around you.

    What you are feeling is more important than what you are thinking. 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! Gratitude boosts your hormones, from oxytocin to cortisol, as well as neurotransmitters, such as dopamine and serotonin.

    Recent studies point to gratitude delivering behavioral and psychological bonds. Oxytocin connects adults in meaningful relationships. Gratitude accelerates blood flow and activity in the hypothalamus, the master gland that controls hormones. Give thanks and release joy through a natural cocktail of drugs!

    A key 2003 study on gratitude concluded that, “a conscious focus on blessings may have emotional and personal benefits.”*

    Improved sleep, decreased depression, greater happiness are all driven from a habit of gratitude. Not only will you benefit others by showing your gratitude, YOU will personally benefit. The more you give gratitude .... the more you will derive from its benefits!

    Start today. Practice it for 30 days until it becomes your habit!

    Photo by Gabrielle Henderson on Unsplash

    "You cannot bring anything new into your life until you are grateful for what you have now.” - Dr. Michael Beckworth

    Want to dive deeper? We recommend this excellent article by Dr. Sara Gottfried: Thanksgiving: What Gratitude Does to Your Brain



    Emmons, R., et al. “Counting blessings versus burdens: An experimental investigation of gratitude and subjective well-being in daily life.” American Psychological Association – Journal of Personality and Social Psychology 84, no 2 (2003): 377-389.

    • 15 min



    A Key Driver to the Positively Outrageous Service Pillar: “Random and Unexpected”

    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!

    • 15 min

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