Making Ownership Happen!

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ownership, accountability, managing people, management skills

This image still makes me laugh. A patron had spilled two ounces of coffee on the floor … and the staff had put up a warning sign! What’s your first thought? Mine was, How ’bout just wiping it up? Isn’t that what you’d do at home?

Truth be told, the barista team behind the counter was busy exchanging views on their past and present romantic relationships.

Yep, they could be overheard.

Not spoken, but clearly voiced through lack of action, were three statements that can destroy any organization:

2 CommentsManagement

Management Accountability: The Proverbial “Buck” Stops Here

excuse making, poor management, accountability, customer service

What’s really behind a lousy customer service moment? Let’s find out …

The Story

A consumer told us of her experience with a popular quick-serve chicken place. Here’s the phone call:

Customer: “I ordered a $13 meal online yesterday, but when I arrived at 8 pm, your lights were off and there was no one there.”

Popeyes: “We don’t do returns.”

Customer: “Returns? No, I’d like a refund.”

Popeyes: “When was this?”

Customer: “Last night.”

Popeyes: “We were open till 11.”

Customer: “Your store was dark and deserted. I was there.”

Popeyes: “Bring in your receipt today for your meal.”

Customer: “No, thanks. I’d like my refund.”

Popeyes: “We don’t do returns.”

Customer: “I will contact my bank and reverse the credit card charge.”

Popeyes: “Okay.”
————-

The Cost

So, this paying patron has told some friends about her experience—and now you know about it. All for …

7 CommentsManagement

The Backbone of America Is Named … Maria

ALERT!!! Amazon has a wonderfully low price on all versions of the Outstanding! book here!

ithaca, small business, manager training, management

Backbone of America

I ran into a gal I graduated with from high school in 1976. Though I’m not very relational and don’t spend a lot of my time “visiting folks,” I thoroughly enjoyed seeing her.

This get-together wasn’t tons of fun for me just because it was a blast from the past. It was the person—Maria Cacciotti Salino—who made it special.

She’s an impressive person. Some would call Maria “the backbone of America.”

Why?

3 CommentsManagement

5 Ways to Evaluate Your Openness to Feedback

feedback-growth-management-leadership

Feedback is good. Without it, how do I improve?

“So, all I have to do, Beth, is push this button to evaluate you?” I asked incredulously.

“Yep. That’s right,” said Beth, an outstanding Colorado State government team member. Smiling, she handed me new license plates for a car we’d just bought.

My first thought as I pressed the EXCELLENT button: Glad my wife doesn’t have one of these for me at home!

My next thought:

19 CommentsLeadership, Management

Teamwork: No Cool Kids, Every Player Counts

I’ve always loved this question: “What’s the most important leg of a 3-legged stool?” The answer is, of course, obvious.

How about this question, though: “Who’s the most important member of a team?” Isn’t the answer also—all of them?

I’ve had some Big Bad Voodoo Daddy music for years and often jump right into it when exercising. Today, though, I decided to watch this terrific group here:

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3 Ways To Grate On Others: COMPLAIN! COMPLAIN! COMPLAIN!

Comment on this post and be entered into our drawing* to win an autographed set of QBQ! and Flipping the Switch books!

qbq, personal accountability, no complaining

As Karen and I dined at a Denver-based restaurant chain, the manager, Nate, stopped by our table to see how we were doing. One thing led to another, and—as is my wont—I mentioned the QBQ! book to him and gave my usual 15-second book summary. It goes like this:

60 CommentsManagement, Personal Accountability

Outstanding Organizations Know It’s NEVER About The Pickle

Outstanding! 47 Ways To Make Your Organization Exceptional

customers, customer service, choices, outstanding

This organization with more than 2,630 stores is very likely outstanding, but on this day, a franchise owner and his manager were not. Read on …

– – – – – – – – –

My 29-year-old son, Michael, and I met at a sub sandwich shop down the street. A handy location for us bothand now our former favorite place to eat.

It was never about the pickle.

After interacting with a friendly cashier, we got our sandwiches and sat down. When Michael realized we’d not received our sliced half-pickle, he said to the counter guy, “Excuse me, we ordered a pickle and didn’t get it.” His response?

52 CommentsCustomer Service, Management

Skip The Fads—Invest In Training That Achieves 3 Crucial Results

Looking for training that works? Click here.

“Dad, I didn’t know you could do that!” declared thirtysomething daughter, Tara, grinning ear-to-ear.

Little 4-year-old McKenna loved what she was seeing, too.

What were they so amazed by?

The QBQ! Grandpa efficiently spinning a Hula Hoop around his waist and hips—and keeping it going!

Hula Hoops, what a fad they were.

From pet rocks to PEZ dispensers to parachute pants to spinners, fads can be fun for kids and adults. However, here’s a truth:

Leave a commentLeadership, Management

Personal Accountability: 20 Questions To Determine If It’s Really a Core Value

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!

accountability, QBQ

Quiz #1: The Individual

Ten introspective questions:

Leave a commentLeadership, Management, Personal Accountability