T. Scott Gross Biography

T. Scott Gross is an expert in clearing up uncertainty. His years of practical experience working in the hospitality sector allow him to express complicated concepts. Gross manages the day-to-day operations of one of the country's most distinctive service training businesses when she is not giving speeches at conferences and conventions. He is most renowned for his dynamic stage presence, and his lighthearted humour keeps listeners in good spirits while teaching them helpful information. Gross is a master storyteller who can quickly speak to groups of any size, whether corporations or national associations. He feels most at home working with experts that interact with clients often. Gross has assisted in creating video-based training programmes for some of America's best-run businesses, especially for staff members who have direct contact with customers. Gross has figured out how to offer high-quality video training and marketing products at a reasonable price. Twelve entertaining publications, including the original management classic Positively Outrageous Service, now in its second edition, were written by Gross, a scriptwriter and stage actor. He views Positively Outrageous Service as the first book of a trilogy that also includes When Customers Talk and Why Service Stinks...and Exactly What to Do About It. Convert their advice into sales. While he was looking for advice on how to manage high-performance teams, his particular favourite, Borrowed Dreams, reads more like fiction yet is jam-packed with management insider information. The subject of Gross' most recent book, MicroBranding, is how to build a strong, distinctive personal brand. Micro branding is ideal for businesses looking to assist people and teams focus on their performance, for single-unit operators trying to carve out a niche in a crowded industry, and for anybody who wants to stand out. Micro branding acknowledges that smaller, more localised brands frequently dominate larger, more robust international companies. The most famous tape at the latest NSA Spring Workshop was MicroBranding. Another book by Gross, titled The Service Prescription, Healthcare the Way It Was Meant to Be, is now in production.

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