Darren Ross
Darren Ross Speaking
Extraordinary service starts with seeing what everyone else walks past.
Darren Ross gives audiences a different way to see the interactions happening around them, and practical ways to turn what they see into action.
Through unforgettable stories, unexpected insights and ideas audiences can use immediately, Darren changes the way people think about service long after they leave the room.
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Three keynotes. Three distinct approaches to extraordinary customer experience.
From making extraordinary service a reflex, to creating experiences people have to talk about, to seeing possibilities beyond the obvious answer, Darren gives audiences practical tools to notice more, think differently and create experiences people remember.The Moment Method™
Make extraordinary service the reflex, not the exception.Exceptional service shouldn't depend on getting the right employee on the right day.
After three decades of studying customer interactions, Darren Ross has discovered that the most memorable experiences often begin in the smallest moments, moments most people move through on autopilot.
The Moment Method™ teaches audiences how to interrupt that autopilot, pay closer attention to the interaction in front of them and respond in ways that elevate an ordinary experience into something extraordinary.
Through unforgettable stories and practical tools, Darren introduces Listen Carefully…Respond Creatively™ and Service Reflex™, giving people a way to make extraordinary service less occasional and more instinctive.
Audiences will learn how to:
- Interrupt autopilot and become more aware of the interactions happening around them
- Recognize the small moments where extraordinary service can begin
- Listen for what a customer actually needs, not simply what they ask for
- Respond creatively in ways that are personal, practical and memorable
- Develop a Service Reflex™ that makes exceptional service part of how they operate every day
The Bottom Line
Extraordinary service doesn't require extraordinary resources. It requires a different way of paying attention.
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The Reputation Effect™
Create moments so memorable, the story has to be told.Your reputation isn't what you say about your organization. It's what people say about their experiences with you.
Darren Ross believes reputation is simply the collection of stories people tell about their experiences with you. And every day, across every customer interaction, those stories are being written.
The Reputation Effect™ reveals the connection between the moments an organization creates and the reputation it earns. Darren shows audiences how seemingly small interactions become stories, how those stories travel and how, over time, they shape what customers believe about your brand.
Through memorable examples and a fresh way of thinking about reputation, Darren gives people at every level of an organization a powerful understanding of the role they play in creating the stories customers choose to tell.
Audiences will learn how to:
- Recognize the moments with the greatest potential to become stories
- Understand how individual customer experiences accumulate into organizational reputation
- Create experiences people want to talk about and share
- See the role every employee plays in building and protecting reputation
- Turn memorable experiences into the kind of stories that earn lasting loyalty
The Bottom Line
Moments create stories. Stories create reputation. Reputation creates loyalty.
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The Opportunity Edge™
Know the playbook and trust yourself to see beyond it.The playbook can tell you what to do. It can't anticipate every moment.
When the script, policy or standard response doesn't quite fit the situation in front of them, people have a choice: default to what they already know or look for what else might be possible.
The Opportunity Edge™ teaches audiences to keep thinking. Darren shows people how to look beyond the expected response, use their judgment and creativity and recognize opportunities that might otherwise go unexplored.
Through unexpected stories and real-world examples, Darren challenges audiences to replace “That’s the answer” with a more powerful question: “What else is possible?”
Then he gives them the confidence to act on what they see.
Audiences will learn how to:
- Recognize when the playbook can only take you so far
- Ask “What else is possible?” before defaulting to the expected response
- Use judgment and creativity when the situation calls for something different
- See opportunities others might overlook
- Take ownership and act on a better possibility when they find one
The Bottom Line
Know the playbook. Then know when to think beyond it.
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Frequently asked questions
What audiences remember
Mike Van Ryn
Vice President of Talent Development
- Zeigler Automotive Group
Sam D’Arc
Chief Operating Officer
- Zeigler Automotive Group
Sara Paz
Chief Marketing Officer
- Embed
Dr. Scott Terrell
- Walt Disney Parks and Resorts
Mike Green
Managing Director
- Harcourts Real Estate, Australia
Today's customer interactions become tomorrow's stories.
What story will your customers tell?Book Darren
