David, a Rockwall, Texas Costco photo customer, shares the secret to winning him over forever: My posters were done when promised. They took the time to retouch the images, removing every blemish. They did it without any request from me. No extra charge! The final product was beautiful. Guess who gets all of my photo…

Read More

*JUST99WORDS I dropped my family at the San Diego airport and drove the mini-van to the Hertz facility. Once parked, I headed toward the Hertz bus. It was there that Candy (the driver standing outside the vehicle) demonstrated a billion dollars in customer service training: Receiving a genuine smile and a warm “Welcome aboard!” clearly…

Read More

Share your favorite “policies before people” story with us and maybe win an autographed copy of QBQ! The Question Behind the Question! “Organizations that put polices before people fail everyone.” Outstanding! Have you taken the Myers-Briggs Type Indicator (MBTI)? The Millers have, and doing so has enabled us to better understand and relate to each…

Read More

If you’ve read Outstanding!, then you know all about the “47 ways to make your organization exceptional.” If you haven’t, here’s the list. Well, author’s prerogative—I’m adding a 48th: Be Like Mike. Our Colorado land-line and Internet provider is CenturyLink. They do a fine job for us, but I don’t go around raving about them. I have better things…

Read More

We all know that organizations fire people, but as we say in Outstanding!, people fire organizations. Recently, while conducting a “Be Outstanding!” day of training with a senior management team representing a well-known appliance manufacturer, I asked them to each identify an organization they’ve fired; that is, one they will never do business with again—and…

Read More

A longtime client and friend to QBQ! sent us this email. Completely in his own words, Kim Stephens shares this story. Outstanding service – it’s just not that complicated! Enjoy! Hi, John! My recent stay at the Courtyard by Marriott Boston-Raynham completely reminded me of Chapter 24 in Outstanding! and how great service is “doing…

Read More