BeO2

Our veterinarian is featured in the Outstanding! book in Chapter Twenty—“Be Flexible: Put People Before Policies”—as an example of not-so-great customer service. Unnamed, of course.

Unnamed because “Dr. D” is a nice guy and a terrific doctor for our pets. But the good doc needs to wear his other hat, though I fear he’s misplaced it.

SMALL BUSINESS OWNER.

Let me be transparent regarding my veterinarian philosophy:

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Author, Ken Blanchard (and fellow Cornell University grad), speaks to how critical it is to have “raving fans.” Certainly, we all love to have some of those!

So I asked a guy who was raving about the QBQ! book’s message of personal accountability to tell me why he feels the way he does. Just doing research. :-)

In response, Jerry Rogers, an outstanding leader to anyone who works with and for him at the Stapleton Mall Bass Pro store in Denver, Colorado, shared this: photo

QBQ! is exactly what those who sincerely want to be better leaders, parents, and people need. The reason QBQ! fits so well at Bass Pro Shops is we sincerely want to be better at serving others. I cannot be an effective servant leader if I’m not willing to look in the mirror and acknowledge not only what I might be doing wrong, but what I can do to make it better. QBQ! speaks to exactly this and eliminates the victim mentality and blame that our society perpetuates. We all make choices and many of us at Bass Pro Shops have chosen to adopt QBQ! and its personal accountability message to help us improve our service levels every day!”

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 “I can sum up all our problems in a few words: ‘silos and butt-covering.’”

QBQ! The Question Behind the Question

A good author doesn’t date stories or quotes in his books because doing so gives the reader or audience member a built-in objection. They might think, Hmm, old. Must not be relevant anymore.

In this case, though, knowing that an executive made the statement above to me in the mid 1990’s might actually help. You might think, Huh, I see nothing has changed!

That is, you could think that if you work for an organization …

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Having written several books and training guides, I am fascinated—sometimes frustrated—by typos.

I’ve wanted to scream, HOW DID I MISS THAT!?!? I even wrote a piece about one critical typo here.

So, in search of typo knowledge, I found a piece by Marianne Worley titled, The Truth About Typos and Why You Keep Missing Them.

When I read her insight below, I thought … well, I’ll tell you what I thought after you read her comment:

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I just finished a novel where a rookie cop was the heroine. Throughout the book, as scary people tried to do her harm, she kept herself going by repeating a phrase she’d learned as a child:

No medals for quitters!

Quitter. Ouch. Who wants to be called one of … those!? Doesn’t “quitter” just drip with negativity?

Lazy! Unreliable! Untrustworthy! Bum! Sloth!

Are these people bums and sloths?

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