Speakers
Friday, October 9
General Session 10:15 am & 3:00 pm
T. Scott Gross
ARE YOUR CUSTOMERS SAYING WOW?
If not, your business and profits are going elsewhere. T. Scott Gross provides the keys to delivering the WOW that keeps customers coming back for more. His secret formula for success is Positively Outrageous Service, or POS.
What is POS? It’s above-and-beyond service that attracts customers with a touch of creativity and personality. It can take many different forms, but it always follows a few simple rules:
- POS is random and unexpected: The element of surprise is part of its power.
- POS is out of proportion: It’s an extravagant gesture that catches attention.
- POS involves the customer personally: It’s an invitation to play that personalizes the service.
- POS creates positive word of mouth: More powerful than advertising, POS generates its own buzz.
Through heartfelt and often humorous anecdotes, Gross provides examples of POS in action that illustrate how cultivating over-the-top customer service can energize your business. His insights reach beyond gimmicks and giveaways to guide all aspects of business management.
T. Scott Gross is a master at removing mystery. His unusual ability to make complex ideas simple comes from years of hands-on experience as an entrepreneur who has also lived the corporate life. He will tell-it-like-it-is and you’ll find yourself nodding your head in agreement.
Scott’s energetic, engaging style is more than entertainment — it’s always a hit. His gentle humor will keep you laughing while you’re learning handfuls of practical ideas.
He is most at home with professionals who have high customer contact. Scott knows you can’t always have the lowest prices in your market — but you can have the best service! Scott will show you how to take your service to a greater level… and your profits with it!
As a life-long learner, it’s only natural that Scott has written 12 fun-to-read books, including the original management classic Positively Outrageous Service now in its 2nd 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.
Not one to sit on the couch, Scott lives life to the fullest. He is an active EMT and an instrument-rated pilot. His latest venture is serving his 2nd term as Councilman (and Mayor Pro Tem) in the city of Kerrville, Texas.
Friday, October 9
General Session 1:45 pm
Lt. Col. Daniel Bradley
Deputy Chief of Staff, Passenger and Personal Property
Lt Col Bradley serves as the Deputy Chief of Staff for Passenger and Personal Property, Military Surface Deployment and Distribution Command (SDDC). He was assigned to his current position on 27 July, 2007. He manages Army Special Assignment Airlift Mission Validation and DOD’s Personal Property Shipment and Storage Program.
He provides policy guidance and coordination to Installation Transportation Offices (ITOs) and provides personal property support to USTRANSCOM, the military services, OSD, other DOD and Federal agencies as appropriate.
Major awards and decorations include: the Bronze Star Medal, an Air Force Meritorious Service Medal with 4 oak leaf clusters, an Air Force Commendation Medal with 2 oak leaf clusters, and an Air Force Achievement Medal.
Lt Col Bradley was born in Westfield, New York and entered the Air Force in 1990 after graduating from Officer Training School.
Saturday, October 10
General Session 10:45 am
Steve Gilliland
Making A DifferenceTM
Steve Gilliland, CSP who showed us how to Enjoy The RideTM now uncovers a lifetime of motivation and reveals how to Make A Difference. He will expound on the greatest motivators of all – purpose, passion and pride. Steve will explore how you can rise to your calling of changing people’s lives and making a difference. You will discover new approaches to accomplish your goals and exceed expectations. You will learn the secrets to conquer your doubts, inadequacies, and fears. This keynote speech is brilliantly creative, exceptionally humorous, and absolutely unforgettable. Just like before, long after Steve’s final words are spoken, the audience will be buzzing with excitement and talking about what they heard.
Here are five areas (bodies of knowledge) that Making A Difference will increase the HR knowledge of a participant
- Communication skills and strategies
- Motivation concepts and applications
- Leadership concepts and applications
- Human relations concepts and applications (for example, interpersonal and organizational behavior)
- HR ethics and professional standards
