QBQ! Personal Accountability QuickNote

Not a very good question, is it? Where does it take us? It would be good to remember this:

The customer is NOT always right, but they're always the customer.

Too often "customer service" is an oxymoron (words that contradict) like Same Difference, Pretty Ugly, Legal Brief, Old News, Student Teacher, and Country Music (Sorry, folks, I couldn't resist!)

But not at The Build-A-Bear Workshop (TM). Have you been there yet? If not, go right now. Any idea what you do at Build-A-Bear? That's exactly right: You build a bear. Not just any stuffed animal, but your own personalized, customized bear! One that fits you and your personality. Now, beyond the service story and the fabulous concept created by Maxine Clark, there's some humor here, too. You put your kids in the car. You drive to a mall. You fight the traffic. And you play Elbow War with the mall crowd .... so you can BUILD YOUR OWN BEAR. Then you walk out saying, "Gee, we need to do that again real soon!" Why? Because you have had a marvelous guest experience!

Very cool, Maxine. And smart - because she gets it.

This former President of Payless ShoeSource truly understands. Though the on-fire ball of energy stands 4' 10", Maxine's 10 feet tall to those around her. Now why is that? Is it because she started an organization in 1997 with one store in St. Louis and now communicates with over 70 locations and 3,000 colleagues? No. Is it because the business is growing like a weed and a fun place to work? Nah. Is it because she's the Master of Ideas, Flawless Founder, and the Head Honcho with the Big Title? Well, maybe. But mostly she stands tall in the hearts and minds of many because she just simply gets it. And what is it that she and her associates get?

The business exists to serve both paying customers and hardworking and committed colleagues. It's not about the Company or her, it's about others. And from this core value comes a practical day-to-day philosophy. One that works. One that the people can grab hold of and practice. Every "trainee" class that comes through "Bearquarters" hears it straight from the Inspiring Icon herself. So simple, yet so profound. Maybe it'll help your organization. Here it is:

"There is virtually nothing we can do for a customer that will put us out of business."
Huh?

Example: A customer wants to borrow the phone. No problem, help yourself. But they might make a long-distance call? It's OK, it won't hurt us! But what if they call China? Well, that'd be weird, but they do have Panda Bears over there!

Build-A-Bear Workshop's approach is the absolute opposite of the "Religion of Business." Religion, in any context, is about rules, rites, regulations, rituals, and routines. What Maxine and Team are espousing and doing is customer care, flexibility, grace, empowerment, joy, ownership, passion, commitment, and - personal accountability. They not only Build A Better Bear, they Build A Better Question, like this one:

"What can I do right now to serve the customer?"

What would that question do for your organization in this economy? Maybe great things. Do you need to be in retail to apply this? Hardly. As always, the answers are in the questions. Keep building better questions - and go to The Build-A-Bear Workshop today and make a friend!

John G. Miller
Author of QBQ! and Flipping the Switch
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QBQ! QuickNotes may be forwarded by email to others or printed in their entirety with credit given for personal and group use. Copyright QBQ, Inc. 2007. All rights reserved.

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Personal Accountability should be an important part of every organizational culture. Unfortunately though a culture of personal accountability is often times eroded and replaced by a destructive culture characterized by negativity, blame shifting, finger pointing, and poor employee morale.

QBQ! The Question Behind The Question seeks to eliminate this noxious culture and replace it with one where individuals take responsibility for their actions and ask themselves what they as individuals can do to help the organization succeed and prosper.

For more information about how you can create a culture of personal accountability in your organization give us a shout!

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