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, including:

• How to beat big discount retailers without blowing your advertising budget.
• How to learn what customers really want and deliver beyond expectation.
• How to turn customer service disasters into public relations triumphs.
• How to recruit, train, and retain superstar employees.
• How to build a better brand for a higher profile and great customer response.