Popsicle Moments: Finding A New Flavor of Customer Service | Darren Ross | TEDxSantaBarbara

When was the last time you experienced truly exceptional customer service? Darren Ross has made it his life's work to redefine what it means to give the gift of a memory to customers. Starting his career in hospitality at Hyatt West Hollywood in 1995,Darren would win the 1997 California Tourism Award for Employee of the Year from the state.
In 1998 he was a part of the opening management team at Beach House Hotel, Hermosa Beach,where he implemented service standards for the hotel.
He left Beach House in 2000 to start a secret shopping company.One of his clients was the Magic Castle Club in Hollywood. Darren worked closely with the property owners, who also owned the Magic Castle Hotel.He was offered the G.M. position at the Hotel. Soon after accepting, he became manager of all three properties the owners held.Today, He leases the hotel and created his hospitality management brand, Service Freak Hospitality,LLC. The hotel transformed from a no-frills experience, to a multi award-winning hotel with their unique approach featured in books,podcasts and on TV.
Darren has spoken to groups such as Nike and Harcourts Realty on the importance of creating service moments. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at www.ted.com/tedx

[@Aja_Louise-og8ex]

I was asked to watch this, for my class is Office Admin. this episode was a great learning reel. i will be taking what i have learned from this and apply it to my class as well as my everyday life.

[@camgere]

13:31 "listen carefully respond creatively" Brilliant!

[@juliegoetz7105]

Could have listened to this all day! Inspiring!

[@clipcoug1139]

I have just listened to this video as part of my BUS 140 Customer Service class in college. This was a well-spent 15 minutes that should and will help me in any of my work experiences, even though I don't work in customer service.

[@jamalhamdan9170]

15 minutes of marvellous, inspiring and wisdom speech.

[@jenniferspilsbury9969]

This is so spot on! As a return customer at Magic Castle Hotel, I can say in all honesty they offer the absolute best in service. My daughter has a picture in her room of her and her BFF sitting on lounge chairs, by the pool, eating all you can eat ice cream. The fact that she has this hanging along with pictures of her friends and family, tells me this is a huge and happy memory for her. We stay twice per year, as I work for a publicist during the major awards season. I bring my daughter along just for the experience of Magic Castle hotel. Wonderful job, Darren. In the words of Bob Hope, thanks for the memories ♥️

[@magiccastlehotel1187]

That's so great to hear. Thank you Jennifer!!!! I love this. Sincerely, Darren

[@michaelstevens6335]

Darren -thank you for sharing your expertise and experiences that has transformed your property and can offer any hotel property or company the opportunity to enhance its customer service and leave a lasting positive impression. Those impressions then lead to positive word of mouth (free advertising) and referrals which are ultimate rewards for a job well done.

[@marklawry5034]

Thanks Darren for a wonderful insight into your business and how to create an awesome service reflex.

[@lisamenna7091]

Those moments ...yes indeed.

[@tsolakin]

wonderfully insights. Thanks for this

[@angelarvelo3793]

Awesome 15 min on customer service

[@bendeering4172]

Great advice from someone who lives & breathes great service. Loved hearing the full story.

[@MarkCopemanChannel]

So inspiring Darren. Great job 😀 best wishes from over here to over there.

[@marveadler980]

Only 15 minutes, it went by so fast. Great Speech, Darren!

[@magiccastlehotel1187]

Thank you Marve!!!!

[@Alefbetjewelry]

This is such good advice for any type of businesses!!

[@xxKissThisXx1016]

The customer is almost never right Lmao They think they are

[@hrvojeodak]

A book mentioned on this speach, Power of moments, is one of the best CX, CS books of all time. It can be compared to this Ted talk. You are reading it, time flies and while it does, you absorb tons of meaningful insights. It is one of the books I've gifted and recommended the most. Do yourself a favor and read it.

[@nwobingozi5582]

Pls the power of moment who is the author

[@garogaryvoskorian2619]

Listen to others story and experience, there are tons to learn from! Each one has an experience that can teach you alot

[@ellychua9554]

what the 3 keys on this video?

[@5spacesamazonialagos651]

❤

[@heybusiness1]

Great presentation but I wish it was funnier