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Please enjoy—and share on—outstanding customer service “Do’s and Don’ts” based on three QBQ! The Question Behind the Question readers’ personal experiences!
1. Do This: “Caring, Competent, Committed Manager”14 CommentsBy John G. Miller
Want to win this set of autographed books? Send us your best customer service story. If we publish it, you win! Email your story to [email protected]
Serving customers really is this simple. Our story comes from long time and loyal subscriber to our QBQ! QuickNote emails, Jim Schreier. Jim, your signed set of books is on the way!4 CommentsBy John G. Miller
Pre-order our new tool for practicing ACCOUNTABILITY: The QBQ! Workbook
When I wrote the QBQ! book, little did I know people would view it as something other than a tool to bust blame, vanquish victim thinking, and purge procrastination from their organizations and lives. Some readers see it simply as Cathy sees it—a way to describe outstanding customer service. Enjoy her story!
Cathy’s Story of Outstanding QBQ! Customer Service:
4 CommentsBy John G. Miller
Amanda – Tony’s bride – thumbing for a ride!
Tony, a QBQ! training distributor for ten years, just retired. We were proud to have him on our team for many reasons. One of those reasons is … he gets it.
Enjoy his “lousy customer service” story!
8 CommentsBy John G. Miller
John, on my son, Tony’s, big day, the wedding party of 11 was picked up in a stretch limo for the hour ride to the ceremony location. Right away we noticed the vehicle’s air conditioning wasn’t working well and within minutes the driver pulled over to the shoulder of the busy 4-lane highway because …
Every time I think the corporate world has a handle on this “customer service” thing, I hear an anecdote like the one below.
When we wrote Outstanding!—which Dave Ramsey endorsed because he knows how critical it is to not be mediocre—we included at least five chapters that today’s story could have fit into:
Never Forget Who Pays the Bills
Put People Before Policies
Management Sets the Cultural Tone
Keep “The Mission” Top of Mind
Get Actions in Line with Values
But, since Outstanding! is already written, we’ll use it in this QBQ! QuickNote.
In response to our Outstanding Customer Service: Seize the Moment! blog published recently, Paul sent us his story …21 CommentsBy John G. Miller
As dinner wound down at the well-known steakhouse, our server, Joey, brought dessert and coffee. Now, just so you know, each of us in our party of four loves coffee, preferring it black and DARK.
As Joey walked away, though, we peered into our cups and expressed a collective, “Yuck!”
Have you heard the “hot water with a brown crayon dipped into it” phrase? That’s what we’d just been served.
At $2.95 per cup!
I waved Joey over to express some disappointment and get our small problem solved, but it wasn’t long before I realized I wasn’t going to get what I wanted.
Was he rude, snippy, or combative? No, not at all …29 CommentsBy John G. Miller
Happy 2015 to all! Our first blog of the year is longer than usual, but worth reading and applying. So grab a cup of coffee and enjoy!
“Do people fire companies? Yes, they do!”
That was the beginning of an email sent to me by Steve Chamberlin, an executive with Husqvarna. The statement became the theme of our Outstanding! book.
Essentially, we maintain that people fire organizations—but they don’t fire the outstanding ones.
When we wrote the book, we used lots of stories, never knowing that later we’d stumble across one of the clearest examples ever of what happens when organizations are not outstanding.
Our story comes from Michael Miller and his wife, Casey, who run their own business—SunPrairieFilms.com—where being outstanding is imperative for success.
Here is their email to a credit union they left after only a couple weeks. As you read it, ask yourself—and discuss with your team—this critical question:1 CommentBy John G. Miller
Lie: The customer is always right.
Truth: The customer is always the customer.
In Outstanding! we included a chapter titled, Never Forget Who Pays the Bills. The story below is a perfect picture of that fundamental yet powerful—and sometimes still forgotten—principle.
From Matthew, in Dublin, Ohio …8 CommentsBy John G. Miller
Inspired by last week’s Ansel @ Alamo piece, Dan of Hubbard Family Swim shares this story about two Millennials, Erin and Erin: John, I witnessed a QBQ! moment at our swim school … Our child check-in system—an important tool that enables us to deliver swim lessons in a safe, non-chaotic environment—sometimes fails due to internet or software…6 CommentsBy John G. Miller