QBQ! QuickNote - All Business is People Business  |
 |
 With 70,000 people across Canada, Hudson's Bay Company is making personal accountability a core value. Their mission is Great things for Canada, and below is a great story about one retail person putting QBQ! into action. Sent in by Jody, manager of the Saskatoon Bay store, this story is about Terri, who is not normally responsible for selling to customers. But she rose to the occasion serving a customer in need. Enjoy! John Miller Terri was busy trying to get her clearance items to the front, priced, and moved into the aisles. A customer approached her to say that an elderly woman (Mrs. Campbell) was needing someone's help and pointed Terri in her direction. When she got to the woman, Terri saw she was using a walker with wheels and a chair attached to it. She looked hot and agitated from the summer heat. She asked Terri if she could find her something cool to wear. Terri quickly suggested a sun dress, but immediately had difficulty finding the customer's size. (Terri also learned Mrs. Campbell's sight was poor so she needed the items put up very close to her eyes.) Terri knew she'd have to get Mrs. Campbell to our Above Average Size department. The fitting rooms were on the way, so Terri escorted her to one of them. But the salesperson in that area had just gone on her break. Having read QBQ!, Terri thought She's not only out of breath, but she can't see well and is clearly uncomfortable from the heat. How can I help her right now? Soon Terri began bringing her garments to try on. Noticing other customers were now needing help, she called for "back-up" so she could focus on Mrs. Campbell. For the next hour Terri literally dressed her in every item she brought her. Mrs. Campbell, now cooler and calmed, began chatting away.  "I knew I needed some new clothes so my daughter, who lives out in Vancouver, told me to go to the Hudson's Bay store. And she told me not to go to the other mall store, but I admit it, I did. But they didn't have time for me today, and asked if I could come back another time. I guess I should've listened to my daughter!" In the end, she bought a dress, two pairs of pants, and a blouse. And she opted to wear one of the outfits out of the store. She looked fabulous. After she was squared away, Mrs. Campbell asked Terri where the washrooms were. Terri told her that they were either one floor up or one floor down and might be quite exhausting to get to. But then Mrs. Campbell whispered to her .... Hi, John Miller here, breaking into the story. So far, Terri has done a terrific job serving Mrs. Campbell. And you might feel she's already gone the extra mile. But all business is people business, and Terri now assists her customer with something that, well, might make you feel uncomfortable. Read on. But then Mrs. Campbell whispered to her, "I really only need to change my Depends." Terri: "Oh." So Terri offered her a plastic bag so she could change in the fitting room, which she did, and then Terri disposed of the bag for her. As Mrs. Campbell slowly left the store leaning on her walker with her packages resting on her rolling chair, she said, "I'll be back, young lady, and I will look for you!" Terri later told me throughout it all she kept thinking What if this was my grandma or mom? I sure hope someone would treat her with respect and dignity. We at the Saskatoon store are very proud of Terri. Clearly, she has caught the "QBQ! fever"! Jody, General Sales Manager -------------------------------------------------------------------  What a terrific story! And it all began with personal accountability by avoiding the lousy question "Why can't others do their job right?" and asking accountable questions - QBQ!s - such as: "How can I better appreciate people?" and "What can I do to find the good in every situation?" These are the questions that work. And when we choose the accountable path, really good things happen ... all around the world! 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. Host a QBQ! event at your organization and start making personal accountability a core cultural value. Click here for more information or give us a call today at 1-866-988-RAIN - we'd love to hear from you! Learn more about Personal Accountability and the QBQ! at our Personal Accountability at Work website Visit the QBQ! QuickNotes Archives 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! 1-866-988-RAIN   |
|
|
