QBQ! – Page 9 of 35 – Be Outstanding Through Personal Accountability

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Interviewing: 3 Ridiculously Obvious Traits to Hire

The content below works for those interviewing and those being interviewed. Enjoy!

If you recruit, interview, and select people, here’s our counsel: Hire CHARACTER over CREDENTIALS.

In the Outstanding! book, we share a client’s response to this philosophy:

“You know, John, we do hire based on perceived skills, background, and education, but come to think of it, we almost always fire on the basis of character, or should I say, the lack of it. We have it backward.”

Yep. Most organizations do.

So let’s explore three ridiculously obvious—but often overlooked—character traits to bring into your organization …

Personal Accountability: Needed Then—and Now

Trust me on this: The old stuff is the good stuff.

QBQ! History

It was 1995 when the cover of this VHS tape was produced. My first “speaker demo video” ever. No laughing, please! Mustaches were in.

That year, I decided to go out and speak on personal accountability. I’d been selling and implementing leadership and sales training for a decade and had conducted more than ten thousand hours of training with clients. This is where I began to notice that people—including me—tend to ask lousy questions beginning with “Why” “When” and “Who” that not only solve no problems but lead us into victim thinking, procrastination, and blame. Bad stuff.

The Original QBQ! Story

Then one Monday morning Jim, a client, phoned and asked to meet. He’d lost his job as vice president of human resources for a telecommunications firm. Over lunch, he shared that while he was on vacation, three of his five-person staff held a meeting with the CEO to complain about how Jim was running the department. When he returned to work that day, the CEO called him in and, with little to no discussion, fired him.

Feeling protective of a guy I liked, I said, “But, Jim, the question is, why didn’t he give you a chance to explain—you know, to defend yourself?” Nodding in solemn and total agreement, he said, “Yes, John, that’s the question.” An hour later …

Outstanding Customer Service: Ace Is The Place Where Rob Works

Our most recent blog below (don’t miss our giveaway!) was titled “13 Reasons NOT To Be In Retail.” Here’s someone who is perfect for retail!

I phoned our local Ace Hardware store before it opened early one morning and heard this bright, cheery, energetic, and clear voice:

“Good morning! Ace of Reunion! This is Rob, how may I help you?”

I understood every word. His tone invited me in. He gave me his name with no mumbling. Wow!

I paused for just a second, taking in Rob’s phone demeanor and how I was now feeling about calling the store. I didn’t comment on his customer service, though. I simply proceeded with “Good morning, Rob!” and my question …

13 Reasons To NOT Work In Retail

The Premise

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.

The Story

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.”

3 QBQ! Stories: Customer Service Do’s & Don’ts

Help us choose a name/title for our new QBQ! podcast! Vote here.

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!

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1. Do This: “Caring, Competent, Committed Manager”

Accountability: Knowing the Limits of My Knowledge

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.

Why? …

Outstanding Customer Service – Going The “Extra Mile” Squared

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!

Parenting: Time For This Pendulum To Swing Back

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!”

The #1 Mistake Managers Just Keep On Making!

Have The QBQ! Workbook yet? Practical, powerful, and personal!

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.

Assail! Lie! Smear! Attack! Spin! What Would Jimmy Do With Social Media?

The Problem

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 …