Outstanding Service: 7 Reasons This Customer Is Happy

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An email came to us that you should only read if you love outstanding customer service stories. Enjoy!

John,

I love the QBQ! book and its message. Whenever I experience a moment of pure personal accountability as a paying customer, I think, These people really understand their own role in this whole thing!

Well, it happened again.

Maui Jim is a maker of great products, namely sunglasses. I’m a big fan. My favorite pair had a little hiccup when a tiny nut broke off of a tiny screw, so I contacted them.

The #1 Reason People Quit Is …

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When we included Chapter 27 titled “Develop Managers” in Outstanding! I’d hoped it wouldn’t be needed. I mean, organizations always train people managers properly, right?

Well …

QBQ, Inc., has been following the story of Sabrina, a 39-year-old Physician’s Assistant, who began employment 90 days ago in a department deep within a large healthcare system.

It has not gone well. There have been problems—all resulting from poor people management. Here are a few …

6 Powerful and Inspirational Quotes I Love

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I’ve been asked, “What are you currently reading and what do you recommend?”  

My answer?

Nothing and zip. (Well, I could recommend these books, but that might be a tad self-serving!)

But seriously, I’m not a big reader.

What has meant a great deal to me, though, are specific quotes. I’ll share them here and then ask you to give us a favorite quote. Here we go!

Careful, Making Assumptions Is Costly!

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gr-collage

The Story

In 1984, while living in Great Falls, Montana with my wife, Karen, and our sweet one-year-old, Kristin (actual house and child pictured), I wrote a letter to the local paper. Much to my surprise, it was published.

The piece confronted, probably with a defensive and immature tone, how Montanans viewed the Miller’s home state of New York.

I was attempting to counter the myth held by westerners that New York is a “concrete jungle.” In reality, New York is millions of acres of rolling hills, mountains, streams, lakes, forests, farms, and dairy cows.

For Upstate New Yorkers like Karen and me, “The Big Apple” does not define our home state.

Once published, though, I wondered if my letter might make some Great Falls’ locals none-too-pleased with me.

The next morning, I found out—or so I assumed. Overnight, someone had placed on our porch a homemade wire cage containing one …

Outstanding Customer Service — Easy As 1-2-3!

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Tara, #2 of seven Miller offspring—a mom with two kids of her own— watches for examples of the QBQ! book in the world. She just sent me this example of outstanding customer service, with succinct commentary:

“Dad, this is QBQ! all the way!”

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Junior Olympics Gymnastics, Brighton, CO

The Story

Tara’s 3-year-old, our spunky and most chatty granddaughter, McKenna, attends “Tiny Tots and Tumblers” classes at Junior Olympics Gymnastics in Brighton, Colorado.

The owner, Jen Chase, sent all the parents this email:

PERSONAL ACCOUNTABILITY: Be a Jerk Today!

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Yesterday, I was “The Jerk.”

Do you recall the 1979 Steve Martin movie “The Jerk” where he, as Navin Johnson, jumped up and down excitedly exclaiming, “The new phone book’s here! The new phone book’s here!”

He was soooo thrilled! He was in the new phonebook!

A classic movie moment here. (only 41 seconds)

Accountable Parenting: Strong Is Not Wrong

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Jill and Tim Taylor in Home Improvement

In a 1995 episode of Home Improvement, Tim “The Tool Man” Taylor and his buddies discuss “The Look,” defined as the facial expression an unhappy wife employs to send a serious message to her husband.

During the scene, Tim’s sidekick, Al, chimes in with, “Oh, man, I hate ‘the look.’” When someone points out he’s not married, the still-living-at-home-forty-something says, “I get ‘The Look’ from Mother.”

Parents, have you mastered The Look?

Accountability and Adversity: One CEO’s Story

Personal. Practical. Powerful! Pre-order to win FREE stuff here:

The QBQ! Workbook

accountability-college-training

In a note we received from Albert Castillo, CEO of San Antonio Eye Center, there are so many powerful messages, we felt it important to share.

John, the QBQ! book has been very inspiring for my staff. Each wrote a short essay on what the book meant to them, and many brought tears to my eyes. In return, I shared with them my own story. Here it is below:

OWNERSHIP: A Powerful Principle of Success

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fraser-collage-mowing

Since 2012, Karen and I have owned a 1995 home in the Rocky Mountains. Sitting high atop a hill overlooking the “Fraser Valley,” it provides a beautiful western view.

The lower portion of our one-acre lot has an old dirt driveway leading to a dirt road. We’ve never used this driveway since we can’t get up to the house with it. This driveway simply dead-ends into the hill below the home.

Alongside this useless driveway, grass and weeds grow. No biggie, I mean—it is the mountains. So I’ve never mowed there. In fact, there’s so little grass at 8,600 feet, we don’t even keep a mower in Fraser.

Last week, though, I loaded our 22” Toro push mower into my Tacoma and delivered it 88 miles to the house in the hills. I then slid, along with the mower, down the embankment to the old driveway and mowed weeds for over an hour.

Why did I do this?