No, it’s something more than good service. It’s certainly more than what is expected. It is safe to say that before you start thinking about giving POS you should be giving good service consistently.

The short answer is: you go first! When confronted with an opportunity to wow a customer the employee is not thinking about the customer or the company… he’s wondering if he’s going to get killed! Only after your folks have seen what you do and have been praised for their tentative efforts will they step out of the box in a big way.

First, start small. Do the obvious and to heck with the bizarre. The big ideas will come naturally with practice. Try taking an ordinary idea and jazzing it up. For example opening the door for a customer on a rainy day would be considered good service. Take it one step further and meet them at their car with an umbrella and they will talk about you forever!

Trust me, that’s not going to be the problem. They know from your example what will fly and what will cause you to go ballistic. The best thing to do is make it clear that while there are limits you don’t know exactly what they are and that first mistakes are free.

Absolutely not! There are instances where mondo-bizzaro isn’t going to cut it. But that’s OK… all POS isn’t outrageous in the traditional sense. You can also be ‘outrageous’ by being thoughtful, sympathetic, or even spiritual. The world doesn’t have to be all yucks… a little balance, please.