The Question Behind the Question

I have heard from other business owners that the book, “QBQ! The Question Behind the Question” is a worthwhile read. It’s been on my wish list in Audible for months! I recently listened to the book and wanted to share my favorite parts.

The author, John G. Miller, says that lack of personal accountability has resulted in an epidemic of blame, complaining, and procrastination. He says that the solution to personal accountability are the questions we ask ourselves. These questions, when put into action daily in work and personal life, can solve problems, remove barriers, improve service to our customers/clients, grow teamwork, and change attitudes in people.

The Diet Coke Story

A man sat down at the bar of a restaurant for a quick lunch. A young man named Jordan, carrying a tray of dirty dishes, saw him sitting there. Jordan asked if he had been helped and the man said no. He told Jordan that he was in a bit of a hurry and all he wanted was a salad, a breadstick, and a diet Coke. The young man said that they only had Pepsi products and the man declined, asking for a water instead. After he dropped off the meal, Jordan swung by his table with a diet Coke. The man’s first thought was to offer Jordan a job because he was not your average employee. He was thrilled that Jordan went the extra mile. Where did he get the diet Coke from? Turns out, Jordan went to the grocery store around the corner and paid for it. Jordan could have asked, “Why do I have to do everything around here?” or “Who is supposed to be covering this area?” or “Why are we always so short staffed?” or “When are the customers going to learn to read the menu?”

Here are some interesting points he makes in the book:

· Ask questions that start with what or how , not why, when or who. Instead of “Who dropped the ball?” or “Why can’t they show up to work on time?”, one needs to ask, “How can I improve this situation?” or “What can I do to contribute?”

· If you are no longer able to reach your goals in the company you work for, why stay? Believe in the mission, vision, and values and what the company stands for or leave.

· Stop complaining and figure out the action to focus on. Actions like go do , go make, achieve or build .

· Action, even when it leads to mistakes, brings learning and growth, and requires courage and confidence.

· As a leader, I will serve my team so they can be successful.

· Learn to ask good questions whether you are a leader/employee, parent/child, or spouse/friend.

The Home Depot Story

There was a man who walked up to the cashier to purchase a small item. The total was under $3. The man handed the cashier, Judy, a $100 dollar bill. Knowing the procedure for accepting the $100 bill and the fact that she just came on shift and had only $40 of change in her register, she reached into her own purse and paid the $3. She handed him the receipt and thanked him for his business. The man was shocked as he took the receipt and walked out the door. Judy didn’t know that the customer she’d helped owned a family business. Later, the man brought his father into the store and told him about the exceptional service he’d received from Judy. It was because of how she handled herself that their general construction company decided to purchase their products from The Home Depot from now on.

Start asking yourself, “What can I do to make a difference?”