Diet Coke or Diet Dr. Pepper—It’s All QBQ! Service

Readers of the QBQ! book have sent us many great customer service stories. They do this when they experience a moment that brings them right back to the book’s content, specifically Chapter One titled, “A Picture of Personal Accountability.” This is where Jacob, my server at the Rockbottom Restaurant, sent his manager to grab me a Diet Coke from a nearby grocery store. I was more than delighted!

Oh, you don’t know that story? Well, pick up a QBQ! book today! 😎

Meanwhile, here is the most recent story to come to us. Enjoy!

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Accountability: How Team Toshiba Lives QBQ!

Toshiba Corporation of Mitchell, South Dakota—home of the famous Corn Palace—is a QBQ! organization.

Since 2013, they’ve been inculcating the QBQ! message of Personal Accountability into their culture. They’ve facilitated our training system in-house, had both Kristin and me come speak, studied the books—and truly taken the message to heart.

Vice President of Manufacturing Engineering, Jeff Clark, who has spearheaded the QBQ! training, sent this email:

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When Serving Customers, Who’s It All About?

service, customer service, accountability, outstanding

Our favorite KFC drive-thru failed to give us 3 of 4 large coleslaw sides we’d ordered. Foolishly, my wife and I didn’t check the bag handed to us till we arrived at our daughter’s home 10 miles away for a large Miller family gathering.

When we discovered this, everyone was disappointed. I mean, who doesn’t love KFC coleslaw? The Millers sure do.

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10 Tips For Better Living

victim thinking, victim, entitlement, qbq

“When you find a ‘perfect world,’ send me the address.”

~Police Commissioner, Frank Reagan, of “Blue Bloods” on CBS (actor Tom Sellick)

Wha … ??? No perfect world?! That’s a shocker!  😂

Well, then, I better start practicing these life-changing ideas right now …

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Never Forget: Learning Equals Change

enneagram, myers briggs, mbti, qbqThere’s a movement toward greater self-awareness by understanding one’s personality. In general, this is healthy and good — but is it making a difference?

My wife, Karen, and I have been reading The Road Back to You to learn about the Enneagram, a personality-type system that can lead to self-discovery and greater understanding. Doing so has generated a lot of conversation. From these chats, I have a thought to share that I’ll set up with a key passage from the QBQ! book.

Excerpted from Ch. 37 titled, “We Buy Too Many Books”

We attend too many seminars. We take too many classes. We buy too many books. We listen to too many podcasts. We engage in too much training.

Yes, it’s all a waste! A waste, that is, if we’re unclear on what learning really is. Learning is not attending, listening, or reading. Nor is it merely gaining knowledge. Learning is really about translating knowing what to do into doing what we know. In other words, it’s about changing.

Never forget: Learning equals change. If we haven’t changed we haven’t learned.

Now that thought …

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INTEGRITY Begins With … ???

On my daily walk, I paused to admire the “grass” in the photo. With another Colorado summer approaching, I know our lawn will crisp up like Sunday morning breakfast bacon.

What works for a Denver backyard, though, doesn’t work for people. Being perceived as fake is not admired much.

We’ve all heard “say what you mean and mean what you say.” Good advice. Years ago, I was struggling to ask a client a question when she wisely advised, “Just say it the way you’re thinking it, John.” Excellent counsel.

Being authentic isn’t easy. We don’t want to dump our problems, troubles, and innermost thoughts on others, right? Yet we do want to be genuine, relatable, and real.

It’s a conundrum.

Recently, we took a survey using this question: “What is the #1 characteristic of leadership?”—and INTEGRITY became a theme. In QBQ! The Question Behind the Question, we define INTEGRITY this way:

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Like To Debate? 10 “Fighting Fair” Rules

At work, home, or online, how do we effectively collaborate and communicate with people when we don’t see eye-to-eye?

By learning to “fight fair.” 😃

Let’s discover how to argue, debate, discuss, and disagree at a higher level. Doing this will make us better people. 👍🏼

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Where Does Customer Service End and Consumer Entitlement Begin?

consumerism, entitlement, entitlement thinking, QBQ, customer service

Is the American consumer spoiled? Demanding? Greedy? Have we become a bunch of entitled brats? Or worse yet—a nation of … consumer victims?!

Let’s call our topic Consumer Entitlement and explore it through three stories. Then we’ll pose five questions to spur conversation.

We’d love to have you comment! 👍🏼

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Got Shoulder Chips? Rise Above Victim Thinking

I recently heard someone say, “She always seems to have a chip on her shoulder.” Upon hearing that old phrase, I decided to write this piece. Hope it’s not too blunt. 😎

Defining The Chip: Victim Thinking

When a person has a chip on his or her shoulder, that person is essentially holding a grudge, carrying a grievance, and feeling sorry for self. That shoulder chip often leads to belligerence, blame, whining, complaining, anger, and argumentativeness. Not good stuff.

When we have a “chip on the shoulder,” we are simply wallowing in —

Victim Thinking.

Unlike our beautiful balloon rising above the Colorado landscape, well—we’re not rising above.


At the end of this piece, we’ll share 6 steps to rising above victim thinking. Read on!

But here’s the thing about victim thinking:

Humans <almost> never need encouragement to play the victim. We get there quite easily all by ourselves.

Stop Helping People Have Chips

Have you noticed many folks on Facebook, Twitter, and other Social Media platforms seem to go out of their way to encourage others (groups, races, genders, political parties, individuals) to play the victim? I don’t get it.

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