QBQ!

Crucial Question: When is a customer an inconvenience?

The Philosophy

In Flipping the Switch (the companion to the QBQ! book), we write this:

“Organizations don’t serve people, individuals serve people. In the customers’ eyes the institution is only as good as the person they are interacting with at that moment. In other words, the individual is the organization.”

The Set-up

Though I was driving farm tractors and pick-up trucks by age 13, not to mention replacing my 1970 Plymouth Valiant’s water pump and radiator at 20, I’ve never felt super comfortable in auto parts stores. I’m probably not alone.

If there is ever a time to help me feel welcome, it’s in an auto parts store.

199 WORDS: How Accountable People Think

Grab the new QBQ! Workbook for personal application of QBQ!

Our ability to think is a blessing—and a curse when we don’t control our thinking. Why is it critical to take captive our thoughts?

Because you and I are forever a product of our thinking. A question to ponder:

How well have I disciplined my thoughts recently?

Use this list to “grade” yourself …

20 Thoughts Accountable People Think

The Challenge of Change: Four Roadblocks

As you explore the four roadblocks we face when attempting to change, ask yourself, “Which of these do I struggle with?” If you’re not sure, share this blog with a trusted partner and request a reality check. You might learn something—about you!

Four Roadblocks to Change

Roadblock #1: Deny

Minding my own business in the Dubai Grand Hyatt, a knock on my door startled me. Through the peephole, I saw three serious-looking men. Opening the door, I was greeted by an English-speaking gent with a Middle Eastern accent:

Humility: We Know It When We See (and Feel) It!

In this recent blog, we asked you to watch the video and tell us how many languages the QBQ! book is published in. Hundreds of you got it right. The answer is … 25! The winner of this drawing (5 autographed titles) is … well, we just emailed that person. Is it you?

When an Aaron Judge comes along, we’re spellbound.

That is if we know who Aaron Judge is.

A 25-year-old rookie right-fielder with the New York Yankees—a team known for producing “I’m the straw that stirs the drink” characters—Judge has taken the 2017 Major League Baseball world by storm.

And I’m not talking about his stats (current MLB home run leader), which are outstanding …

Personal Finance: “Help! I’m trapped and I can’t get out!”

We don’t write often on the topic of money. We leave that to the expert in personal finance, Dave Ramsey (who just happens to require all staff to read the QBQ! book). But, money touches every area of our lives, so sometimes, writing about money just can’t be helped.

Recently, I held a phone call with Jerry, a 51-year-old seasoned sales executive who is extremely frustrated and unhappy at work. Though our call wasn’t supposed to be about personal finance and money—it was.

“Personal Accountability & the QBQ!” History {Giveaway!}

“It takes 20 years to make an overnight success.”

Eddie Cantor (1892-1964) comedian, dancer, singer, actor

It’s true, we usually don’t know how the now-famous actor waited tables for years or the big name music group spent a decade singing in hotel lounges before hitting the big time.

Or how a non-famous QBQ! author and speaker started—unless he comes to you from his Colorado barn on video!

Enjoy a quick 3-minute video of The QBQ! Guy sharing a bit of QBQ! history and …

Watch The Video Below To Earn The Chance To Win!

Challenge: In the video, how many languages do I say the QBQ! book has been published in? (I only say it once!)

Action: Email that number to info@QBQ.com and get your name entered into our drawing for …

Prize: These five autographed titles: QBQ!, The QBQ! Workbook, Flipping the Switch, Outstanding!, and Raising Accountable Kids! (A $90 package!)

Here is the video link:

Busting the Blame: It’s Not Complicated

The Conversation

Prospect: “John, we have a problem.”

Me: “Uh oh. What happened?”

Prospect: “You know I believe QBQ! training is needed at Lockheed Martin, but after our SVP read the QBQ! book, she decided it’s ‘too simple.’”

Me: ”Well, yeah, it’s not rocket science!”

Pause …

Me: ”Um, what’s her background?”

Prospect: ”She’s a rocket scientist.”

I’ll never forget that conversation. Yes, I missed that sale but the SVP was right: The QBQ! message of PERSONAL ACCOUNTABILITY is simple.

But not too simple. Eradicating the cancer of blame from our world, not to mention our organizations, politics, and families, is exactly what’s needed—and not complicated.

Blame Is Spelled “b-lame”

Have you witnessed blame? If so, you’ve not only seen blame, you’ve seen lame. I mean, what could be more lame than when …

Be Bold By Practicing Personal Accountability! (with audio)

That’s me swallowing a live goldfish at Ithaca High School before my 1976 senior class.

That’s also me serving as the commencement speaker before Natasha’s 2017 senior class. “Tash” is the youngest of 7 Miller offspring.

In 1976, I’d heard that “fortune favors the bold”—so down went that fish!

41 years later, I didn’t swallow a fish, but I did tell the 103 graduating high school seniors to be bold. I never used the word “bold,” but did teach the QBQ! book’s message of PERSONAL ACCOUNTABILITY. If a young person chooses to practice that powerful principle, it would make him or her pretty bold in a society that does not support accountability, responsibility, and taking ownership for one’s life.

Do you agree that a person who practices accountability, responsibility, and ownership in today’s world is bold?

My brief QBQ! commencement talk recording is at the end of this blog. Before you dive into the short audio, though, allow me to share my “speaker prep” with you. When brainstorming ideas to share with these fine young Coloradans, I came up with a list. What do you think of it? …

Relationships: Success Is All About Me Changing Me

On the evening of July 3, 1979, Karen and I sat on the grass at Stewart Park in Ithaca, New York. I had just handed her my softball mitt. When she opened it and spotted the microscopic $395 “diamond” ring, I said, “You’re a great catch!”

It was her turn:

“Nope.”

“Uh-uh.”

“I’m not marrying you.”

Hmm, this was not going according to plan. Denied thrice by my 18-year-old quasi-girlfriend.

I say “quasi” because just weeks before, I’d broken up with her, which hurt her and her mom. I later learned that my kids’ future grandma uttered these words:

Winning and Losing Customers Is … a Choice!

Would you agree that some organizations seem to purposely choose to lose customers? It’s as if they go out of their way to do so.

While other organizations (the excellent ones) choose to win/keep customers by simply following the advice of Maj. Frank Burns of M*A*S*H 1970s fame who said, “It’s nice to be nice to the nice.”

Not a bad customer service philosophy, eh? 🙂

Let’s look at two customer service paths organizations—and people—can choose. These real stories come to us from real people who are real customers. Thanks to Eli and Kelly for their stories!