Why better questions matter more than quick fixes. In fast-paced environments, reacting can start to feel like leadership. Problems come up. Someone needs an answer.… Read More »When Fixing Everything Becomes the Problem
Our four kids love all things “plain,” so I ordered two quarter-pounders with cheese at the McDonald’s drive-thru but … NO CHEESE. And … PLAIN.… Read More »3 Ways to Succeed as a Manager
“Outstanding organizations never forget who pays the bills.” John G. Miller, Outstanding! After a hectic week of business travel and kids’ activities bleeding into a… Read More »Who Pays the Bills? The Customer.
Was what Matt did all that remarkable? Maybe, maybe not. Some might even say, Well, he was just doing his job; he should do his best to get in every person who calls for a reservation. Did he go above and beyond? Possibly, since other staff might’ve just told me, sorry, we’re booked. In essence, though, what he did do was … he was human.
I have a friend who was working lawn care for a big name company for the summer. Part of their process is to ring the… Read More »When the Customer Yells
“I love our staff, and yes, they are on average very young. I view this training as a gift to them—an opportunity to learn what… Read More »Get the Whole Team to Be More Accountable
I was in Philadelphia teaching “Personal Accountability & the QBQ!” and facilitating a discussion on content from our Outstanding! book. Around 50 people leaders and senior directors… Read More »Improve Communication with this Key Phrase
If you are familiar with what we teach at QBQ, Inc., you know it all comes down to the power of our thoughts. The QBQ!… Read More »The Power of Mindset
It Could’ve Been Worse! I was part of a team of leaders taking middle school students to a camp in the Rocky Mountains along with… Read More »Personal Accountability When It Counts