John, I witnessed a QBQ! moment at our swim school …
Our child check-in system—an important tool that enables us to deliver swim lessons in a safe, non-chaotic environment—sometimes fails due to internet or software glitches.
Knowing our system was down, I visited our front desk customer service reps, Erin (18) and Erin (23), and noted they’d printed the names of all of that day’s customers. With highlighter pens and big smiles, they were diligently checking everyone in manually.
Our “service delivery” didn’t miss a beat! Not one parent noticed the computers were offline.
Nor was there any complaining or blame from the “Erins” such as:
“Really, the computers are down again?”
“Sorry, Mrs. Adam’s, they can’t seem to get it right.”
“When are we going to get better systems around here?”
Dan, excellent example of outstanding service driven by personal accountability.
It’s commonly accepted that management creates an organization’s culture, but in Parenting the QBQ Way we write, “Our children are a product of our parenting.” So, one question regarding young Erin and Erin:
Are the attitudes and actions of these Millennials a result of good management or good parenting?