There are many jobs where a person never interacts with the public, but retail isn’t one of them. Whether serving food and drink at Olive Garden or Starbucks, handling transactions at Wells Fargo, cutting hair at Great Clips, selling blouses at Nordstroms, or purveying patio furniture at Christy Sports—you’re going to interact with buyers. You know …
- Those folks who pay our bills.
- The lifeblood of our business.
- The people who vote with their dollars.
- Those who tell (or don’t) friends about us.
When I called Christy Sports Friday morning, the fella answering spoke so fast, I didn’t get his name. I asked if our deck chair had arrived. When he put me on hold, I was cut off. I called back. Reaching him again, he made no mention of the phone troubles, but informed me the truck hadn’t come and “won’t be here until Monday.”Continue Reading
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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”Continue Reading
Here’s what I know: I don’t know a lot of stuff about a lot of stuff. I’m always amused by other speakers’ websites that list 19 topics of expertise. I think, Wow, they are way smarter than I!
As a citizen of the USA, I feel the same way. Candidly, most things that happen in the world are simply beyond my knowledge, so I’m careful to NOT offer an opinion for fear this truth will be revealed:
I suffer from ignorance.
When it comes to organizing/managing a White House staff, taking military action, relating to world leaders of powerful nations, or improving health care and immigration—I know … nothing.
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!Continue Reading
Not all of our subscribers are parents, but you all know some parents—so please forward this QBQ! QuickNote to them! Thank you!
If you want to grow as a parent, grab a copy of Raising Accountable Kids today!
The Parenting Problem
Exasperated, a young mom at the hair salon exclaimed, “My 4-year-old is driving me nuts! When he goes to Target with me, he screams and whines every single time till I buy him something!”
My wife, Karen, the slow-to-give-unsolicited-advice experienced mom and grandma, was nearby. She politely said … nothing.
Then the Millennial Mom’s frustration poured out: “I just don’t know what to do. I don’t know how to stop it!”Continue Reading
There might be a million mistakes managers make, but the one we’re covering today is #1. First, let’s look at an example of sound judgment and skilled people management.
Good Managers Grow
I’ve watched Judy grow from a 23-year-old business newbie to a vice-president. She’s gone from vendor to friend to family over 20 years. I call her “Daughter #8,” with only six Miller girls and a daughter-in-law coming before her.
She didn’t begin her career to become an “executive”—but that’s what she is today. Her demeanor is sweet, kind, sensitive, helpful. I can make her giggle easily with my brilliant wit and charm.
This leader is no “meanie poo,” that’s for sure. But she did fire someone recently. If you think that makes her a meanie poo, you should not be in management.Continue Reading
Social media has been a strange place since the POTUS election. Have you noticed anyone online —
- Attack a Facebook “friend” or family member over politics?
- Post a meme, image, or video just to discredit others’ views?
- Robotically spew biased political party “talking points” rather than engage in calm, reasoned, fact-based dialogue?
- Pontificate and sermonize instead of asking questions to seek greater understanding?
- Express ginormous outrage and concern on the behalf of strangers living halfway around the world when there are people in need in our own backyard?
There is no political message in that last question, so please don’t take umbrage. I’m simply baffled by the substantial time and emotional energy expended on social media that could be used differently.
Yes, like you, QBQ, Inc. and the Miller clan believe in compassion. However, is it possible there are people a mile from me who would be greatly blessed if they received just a slice of the concern for humankind expressed on Facebook and Twitter?
Let’s turn to coach, pastor, and politician Jimmy Miller—a man who never touched a computer or smartphone in his life—for a possible answer …Continue Reading
Our mission at QBQ, Inc. is Making Personal Accountability a Core Value, so this is our question for you:
Is personal accountability a core and guiding value in your world?
Let’s do a quick “needs assessment” for our workplace and ourselves. We’ll begin with the individual—meaning … me. Here we go!
Quiz #1: The Individual
Ten introspective questions:Continue Reading
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If Just ONE …
During this Dave Ramsey Show interview, Dave asked me, “If people only get one idea from QBQ! what do you want it to be?”
I responded, “Well, Dave, it’s this: I can only change … me.”
Some of you right now are thinking, That’s not new, John, not new at all!
Right. But remember what we teach in the QBQ! book:
Repetition is the motor of learning!
So, let’s repeat the truth that I can only change me—a cornerstone of PERSONAL ACCOUNTABILITY—using a story shared by QBQ! reader, Annetta: