T. Scott Gross

Customer Service Authority & Business Strategy Expert; Author of "Positively Outrageous Service"; Legend of the Speaking Profession

Kerrville, TX, USA
Live Event: Please Contact Virtual Event: Please Contact More Fee Info
Business, Business Authors, Business Consulting, Business Growth, Business Leadership, Creativity, Customer Experience, Disruptive Thinking, Generational Issues, Human Resources, Inspirational, Leadership, Marketing, Motivational, Negotiation, Peak Performance, Retail, Sales, Teamwork & Teambuilding, Thought Leadership
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T. Scott Gross Biography

  1. Scott Gross is recognized as an authority on customer service and is known for developing the "Positively Outrageous Service" philosophy, a framework emphasizing creatively delivered, above-and-beyond service as a key marketing strategy for businesses. With a background in the hospitality industry, Gross began his career in entry-level positions, an experience that informs his practical approach to business operations and customer experience management.

Gross is the author of several books on customer service and business strategy, including "Positively Outrageous Service," "Why Service Stinks…and Exactly What to Do About It," and "When Customers Talk…Turn What They Tell You into Sales." His book "Borrowed Dreams" offers management insights in a narrative format, while "MicroBranding" addresses personal branding strategies. Gross's publications underscore the importance of delivering customer experiences that encourage brand advocacy and loyalty.

His client portfolio includes companies such as Southwest Airlines, Ford, and Walmart, reflecting his influence in customer service training and employee engagement across diverse industries. Gross also manages a service training company and has contributed to the development of video-based training programs for organizations focused on customer-facing roles.

Gross has been honored as a Legend of the Speaking Profession. His professional experience extends beyond business, including roles as an EMT first responder, instrument-rated pilot, certified wildland firefighter, and former city councilman and mayor pro tem. This combination of industry expertise and public service informs Gross's approach to leadership, customer service, and organizational development.

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Speaker profile last updated by AAE Talent Team on 10/09/2026.

T. Scott Gross Speaking Topics

  • My Way, Right Away, Why Pay?

    After an international corporation asked T. Scott Gross to predict the future of customer service for their clients, Gross found, hidden in the unemployment and foreclosures statistics, a fundamental change in the way the new consumer wants to be served and sold. The Great Recession was an event masking a trend—the vanguard of Generation I—as in ‘Invisible.’

    The mantra of Gen I—My Way, Right Away, Why Pay?—is a barebones strategy for anyone who wants to attract and profit from today’s consumer. With extensive research and focus group input, T. Scott Gross will show how to efficiently and effectively sell ‘invisibly’ to today’s challenging consumers.

  • The Service Prescription (SRX)

    What do you get when a dentist, a nurse, and a street medic co-author a book on patient care? You get step-by-step guidelines for building healthcare practices that deliver healthcare the way it was meant to be.

    Based on original research by BIGresearch, the answers to tough, never-before-asked questions will prove our point that healthcare—with a big dose of Positively Outrageous Service—is just what the doctor ordered!

    Rated G: Good for healthcare practitioners of any kind!

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T. Scott Gross Videos

T. Scott Gross Delivers Positively Outrageous Service on Vimeo

T. Scott Gross Delivers Positively Outrageous Service on Vimeo

T. Scott Gross Delivers Positively Outrageous Service

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Millennial Rules How to Connect with the First Digitally Savvy Generation of Consumers and Employees
Millennial Rules How to Connect with the First Digitally Savvy Generation of Consumers and Employees
Micro Branding Build a Powerful Personal Brand and Beat Your Competition
Micro Branding Build a Powerful Personal Brand and Beat Your Competition
Why service stinks-- and exactly what to do about it!
Why service stinks-- and exactly what to do about it!
Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life
Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life

  • How do I book T. Scott Gross to speak at my event?

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  • What are the speaker fees for T. Scott Gross

    Speaking fees for T. Scott Gross, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. The estimated fees to book T. Scott Gross are available upon request for live events and available upon request for virtual events. For the most current speaking fee to hire T. Scott Gross, click the Check Availability button above and complete the form on this page, or call our office at 1.800.698.2536 to speak directly with an experienced booking agent.

  • What topics does T. Scott Gross speak about?

    T. Scott Gross is a keynote speaker and industry expert whose speaking topics include Business, Business Authors, Business Consulting, Business Growth, Business Leadership, Creativity, Customer Experience, Disruptive Thinking, Generational Issues, Human Resources, Inspirational, Leadership, Marketing, Motivational, Negotiation, Peak Performance, Retail, Sales, Teamwork & Teambuilding, Thought Leadership

  • Where does T. Scott Gross travel from?

    T. Scott Gross generally travels from Kerrville, TX, USA, but can be booked for private corporate events, personal appearances, keynote speeches, or other performances. For more details, please contact an AAE Booking agent.

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    AAE Speakers Bureau has successfully booked keynote speakers like T. Scott Gross for clients worldwide since 2002. As a full-service speaker booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Please click the Check Availability button above and complete the form on this page including the details of your event, or call our office at 1.800.698.2536, and one of our agents will assist you to book T. Scott Gross for your next private or corporate function.

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T. Scott Gross is a keynote speaker and industry expert who speaks on a wide range of topics such as My Way, Right Away, Why Pay?, The Service Prescription (SRX), Undercover Customer, MicroBranding and Positively Outrageous Service. The estimated speaking fee range to book T. Scott Gross for your event is available upon request. T. Scott Gross generally travels from Kerrville, TX, USA and can be booked for (private) corporate events, personal appearances, keynote speeches, or other performances. Similar motivational celebrity speakers are Sam Geist, Dr. Michael Time, Johnny Cupcakes, Brandon Steiner and JP Pawliw-Fry. Contact All American Speakers for ratings, reviews, videos and information on scheduling T. Scott Gross for an upcoming live or virtual event.

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