T. Scott Gross is more than a writer who speaks; he literally has been there and done that!

A veteran of the hospitality industry, Gross learned from the bottom up, literally from the business end of a pot sink! His credibility from his years in that industry has earned him the respect of audiences everywhere as an entrepreneur who knows what it’s like to make payroll every Friday.

Best known for his first book, Positively Outrageous Service, now in its second edition, with over 200,000 copies in circulation world-wide in a multitude of languages, Scott continues to delight audiences with his subtle humor, masterful storytelling, and take-home value, challenging them to make work fun. His subsequent books, 13 in all, validate the need─and rewards─of delivering a customer service experience so positive that your customers become your best marketing tool.

Scott’s client list is as diverse as the Fortune 500, including such respected companies as Southwest Airlines, Ford, and WalMart. Presenting to audiences from as small as six to over three thousand, Scott has chosen to hone his skills in more diverse territories. He has served as a First Responder (EMT-B) in his small community of Kerrville, where he currently is serving his second term as a City Council member. When not on the road, Scott intends to live life to its fullest, always making a difference!

Now, all the way from beautiful, downtown Kerrville….T. Scott Gross!

Scott is a motivational keynote speaker specializing in philosophies and techniques of customer service. Author of many books regarding customer service, his humorous approach to solving many of today's challenging service issues have made him a high demand speaker at business conventions in Las Vegas, Orlando, and Phoenix.

… please accept my appreciation for two wonderful presentations at our national conference in April. I was present at both and was engaged and enjoyed the lessons each time. How is it you made the repeat of a presentation sound new and fun? “Fun with a purpose” best describes the audience reaction!

Thank you for your good work and for taking the time to customize your presentation to the specialty bicycle retail channel...it meant a lot to us as producers and really got the attention of our attendees.

I enjoyed your presentation SO MUCH, and I wanted to tell you that. People were raving that your talk made the entire conference a success.

"Finally, a business book that reads like a friend. No high-brow theory, just tons of practical, real-world ideas that really work. Work should be fun, selling and serving should be joyful, and learning about it should be a delight... Positively Outrageous Service is all that and more!"

-Betty G

I first read POS when I became a manager. I read that book 3 times in a month and it molded who I am today in Customer Service. I have wanted you to know now for about 10 years how much I owe you in changing my outlook on customer service and thank you for the thank yous I have received from customers. I wish I had the money myself to open my own business and spread your teachings but until then, I continue to do what I can with everyone I meet.

-Michael P.

As a member of the audience at your delightful talk last night, I just wanted you to know how much I enjoyed your presentation. I found your messages innovative and thought-provoking, your deadpan delivery a riot, and your quirky sense of humour totally disarming. Thank you for making the conference something really special.

-J Ozier, WOW! Windows

Thank you very much for the outstanding presentation at our annual Manager's Award Meeting last month. Everyone was overwhelmed by your stories (Positively Outrageous Service) in the restaurant business and the learning that came as a result. Your presentation style and message were the perfect combination for our restaurant managers and the ladies in our bookkeeping business. We look forward to attending one of your presentations again in the future.

-Brian W

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