Darren Ross

Biography

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With over 25 years of experience in hospitality and customer service, Darren Ross has honed a powerful philosophy that’s transformed businesses across industries: “Listen carefully… respond creatively.” This mantra has been the foundation of his work, guiding organizations toward delivering exceptional customer experiences that exceed expectations.

Darren Ross’ journey began as a messenger delivering packages to Los Angeles’s most prestigious hotels. From the lobby, he had a front-row seat to witness customer service done right. That experience ignited a passion that has fueled his career ever since. Obsessed with providing an exceptional level of service, Darren committed himself to continuously refining the art of listening, responding, and making thoughtful improvements to the customer journey.

Darren Ross’ career in hospitality saw him apply his insights at some of the most notable establishments, including the Hyatt West Hollywood, the Beach House Hotel, and the Magic Castle Hotel. Darren’s ability to consistently delight customers led to several accolades, including the prestigious “Hospitality Employee of the Year” award from the California Tourism Board.

Darren Ross also founded Customer Service Associates, a secret shopping company specializing in evaluating and improving customer service standards for restaurants, hotels, and other businesses. His company went undercover, providing actionable insights for clients—including the famous Magic Castle Club in Hollywood.

In 2013, Darren Ross founded Service Freak Hospitality, LLC, where he began leasing and managing the Magic Castle Hotel. Under his leadership, the hotel went from an ordinary property to an award-winning establishment, renowned for its extraordinary customer service and unique amenities. Featured in major publications such as The New York Times and the best-selling book The Power of Moments by Chip and Dan Heath, Magic Castle continues to inspire businesses around the world with its unique approach to service.

Now, as a sought-after speaker and executive coach, Darren Ross shares his wealth of knowledge through interactive keynotes and workshops. His insights into customer service are a game-changer for businesses in any industry, helping companies elevate their customer interaction to create loyal, happy clients who keep coming back. Darren’s work is a testament to the idea that no matter the business, the foundation of success is always exceptional customer service.

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Listen Carefully... Respond Creatively™

- Focusing on the importance of surprising our customers by responding to what they’re telling us, in creative and innovative ways.
- Creating distinction in a competitive industry without breaking the bank.
- The importance of creating stories for your customers to tell, and to have those customers feel compelled to share them.

Major on a Minor

- Highlighting the opportunities in small mistakes.
- The smaller the problem, the higher the impact an acknowledgement will have on your customer.
- Recognizing opportunities to showcase who you are as a company/professional.

Creating "Exhale Moments"

-Using all the tools in your tool chest to best manage your customer’s perception.
-The importance of both the words we choose to use, and the tone in which they are said.
-Do not fear making bold offers to clients, worrying it might consume all your time if everyone accepts.

Testimonials

Every message, every example, every story, captured the imagination of our audience.,

– Sara Paz - Chief Marketing Officer

The focus on guest experience, the discussion of moments, I thought was amongst the best leadership and guest experience learnings that I have had in my entire career.

– Dr. Scott Terrell - Director, Animal and Science Operations The Walt Disney Company

Got our team moving, active, and engaged.

– Sam D’Arc Chief Operating Officer Zeigler Automotice Group

Darren did an incredible job with the engagement levels, talking to us about customer experience.

– Mike Van Ryn Vice President of Talent Development Zeigler Automotive Group

He did workshops with our leaders, he made it real. He did a superior job and I couldn’t recommend him highly enough.

– Mike Green Managing Director Harcourts Realty

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Blog Posts

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