by John Miller @ http://qbq.com . December 29, 2009 . 12:29PM
John,
Just read Outstanding! and your chapter Treat Vendors like People convicted me as I reflected on my failure to return two separate phone calls by my FedEx rep who was calling to introduce herself after replacing my former acct. rep.
In the spirit of your earlier chapter Be Fast, I was moved to action and just left Marilyn a voice mail thanking her for calling to introduce herself and apologizing for my tardiness in responding.
This reader was moved to action. Isn’t that the point of your writing? Here’s part of my new review:
OUTSTANDING!
by John G. Miller Like his other books, QBQ! and FLIPPING THE SWITCH, this book is a practical, no-nonsense, and easy read with lots of useful lessons for both new and seasoned managers. Miller’s extensive background in management consulting for leading organizations enables him to use examples that are both relevant and applicable. Having read his other books, I was expecting more overlap with his signature QBQ! (personal accountability) message. While he includes a chapter titled, Make No Excuses!, the book encompasses many more ideas and principles that distinguish outstanding organizations.
Steve Curtin
customer enthusiast!
T 303.325.1375
F 303.627.9958
steve@stevecurtin.com
www.stevecurtin.com/blog/
Twitter: @enthused <http://twitter.com/enthused>
by John Miller @ http://qbq.com . December 19, 2009 . 9:20PM
http://www.therealtorstoolbox.blogspot.com/ This is from a trainer in real estate. Enjoy!
by John Miller @ http://qbq.com . December 18, 2009 . 11:30AM
By Daniel J. Nestlerode, a QBQ! reader
From the January issue of Town and Gown in State College, PA.
The past couple of years have been hard on most investment people. We first had a precipitous decline in stock prices around the world (most mutual funds declined in value also) exposing just how fragile those portfolio values on the monthly statements have come to be. Then in the midst of the greatest decline in stock prices since the Great Depression, we had the rally to end all stock recovery rallies as prices climbed nearly 60 percent through December 10, 2009. This price performance by our major markets gives roller coasters a new challenge. What could be scarier than the investment markets? Perhaps it is the interest rates offered by your bank on your safe and serious money. Current interest rates are next to nothing.
It is easy to get discouraged as both an investment advisor and as an investor working toward financial goals that presume some increase or growth in your accounts. Since 1980, we have been in a market environment where growth was expected and seemed to be logical, rational, and, well, just right. If we go for the guarantees, we get paltry returns, and if we go for the growth, the volatility in the markets really rattles the nerves. With the failure of some of the major banks, investment banks, and brokerage firms coupled with the bailouts and more bailouts, I wonder if even Uncle Sam’s pockets are deep enough to right the economy and return things to “normal.”
I read a number of economic and market observers and it is easy to get discouraged or be misled. Yet my clients are counting on me to get it right and not be blindsided by market developments. Talk about blindsided, I wonder how Bernie Madoff is doing in his new digs. At least he doesn’t have to concern himself with portfolio performance in his new position.
It is at times like these that I go to my bookshelves and pull out a thin little book that I call QBQ, or The Question Behind the Question by John Miller. John is very deft at providing the guidance to allow me to shift my emotions from being upset, offended and outraged at what is going on to just observing what is going on without the “charge” on it. John’s message is one of taking personal responsibility, a message all too often forgotten in our culture today. Then, with my mood under control, I can again regain responsibility and do what I need to do today to protect my clients’ holdings and perhaps make them some money. While Mr. Miller’s counseling doesn’t guarantee the performance of my clients’ portfolios, it does leave me more clear-headed and able to see what is going on and what I should do about it.
What developments are in store for us in 2010? I can only speculate about what might come to be. With my coach in my corner, I know that I will have the tools to see my way through whatever happens as I enter my 45th year of advising people on their investments. Please fasten your seat belts and start reading your copy of QBQ!
Daniel J. Nestlerode is an investment advisor with 45 years of experience in investment markets, is one of the owners of Nestlerode & Loy, Inc., a 72-year-old investment firm in State College, and currently manages $50 million for individuals and institutions.
by John Miller @ http://qbq.com . December 16, 2009 . 7:16PM
The new John Miller book is almost here! Enjoy! – -
http://blog.800ceoread.com/2009/12/16/6256/
by John Miller @ http://qbq.com . December 4, 2009 . 12:04PM
Jim, a manager at Coca-Cola who bought 24 QBQ! books for staff his team, emailed this question:
Mr. Miller, in QBQ! you write that “leaders are not problem solvers” but then the Rockbottom mgr in Chapter One gets Jacob (the server) the Diet Coke for his customer – you. Great story! But what is the difference between personal accountability and holding people accountable? Could you share some thoughts this, please?
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Jim, thanks for the note. When people talk about “holding others accountable” what they really mean – or should mean – is the management obligations of setting standards, communicating goals and objectives, coach and counseling, and then sometimes confronting those who are off track. All right, proper, and worthy activities for a mgr.
What I am really teaching with QBQ! is humility, which is demonstrated when mgrs first ask, “How can I improve me?” and “What can I do to be a better coach?”
But that does not mean we fail to do all those things described in the first paragraph above
The “managers are not problem solvers” piece is all about not answering every question and solving every problem your staff brings you. When we do those things, we don’t grow anyone and we create a dependent staff.
Push problems down and they will get better at their jobs – and you will be developing them!
by John Miller @ http://qbq.com . December 3, 2009 . 10:57PM
Newest Tweet by @QBQGUY:
4 cops murdered in WA. Horrible. In U.S. culture, it, brings blame and finger-pointing. Should bring prayer. We can be better.
by John Miller @ http://qbq.com . December 2, 2009 . 10:52AM
Well, the new book “Outstanding! 47 Ways to Make your Organization Exceptional” will be in stock in just days! It doesn’t hit store shelves till the first week of January – but we’ve got ‘em soon and will ship YOURS! It’s a book packed with stories and metaphors that drive home the message of how each of us can represent organizations that stand out. If you’ve enjoyed the style of writing in “QBQ!” and “Flipping the Switch” then you’ll enjoy the new “O” book. Jump over to this site to learn a ton more:
http://outstandingorganization.com/
Or just order it here:
http://qbq.com/store/
Blessings on you and yours!
John G. Miller
