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Book Categories |
| Introduction : what ever happened to ... | 1 | |
| 1 | A picture of personal accountability | 6 |
| 2 | Making better choices | 14 |
| 3 | QBQ! The question behind the question | 17 |
| 4 | Don't ask "why?" | 20 |
| 5 | The victim | 24 |
| 6 | "Why is this happening to me?" | 26 |
| 7 | "Why do we have to go through all this change?" | 28 |
| 8 | "Why don't they communicate better?" | 32 |
| 9 | Don't ask "when?" | 33 |
| 10 | Procrastination : the friend of failure | 36 |
| 11 | "When will we get more tools and better systems?" | 39 |
| 12 | "When are we going to hear something new?" | 41 |
| 13 | Don't ask "who?" | 43 |
| 14 | A poor sailor blames the wind | 48 |
| 15 | Silos | 50 |
| 16 | Beat the ref | 53 |
| 17 | "Who dropped the ball?" | 56 |
| 18 | Ownership | 59 |
| 19 | The foundation of teamwork | 61 |
| 20 | Making accountability personal : all QBQs contain an "I" | 63 |
| 21 | I can only change me | 66 |
| 22 | "He didn't, I did" | 71 |
| 23 | "When will others walk their talk?" | 73 |
| 24 | An integrity test | 76 |
| 25 | The power of one | 77 |
| 26 | A QBQ twist | 79 |
| 27 | Will the real role models please stand up! | 80 |
| 28 | Practicing personal accountability : all QBQs focus on action | 81 |
| 29 | The risk of doing nothing | 84 |
| 30 | "Thanks for shopping at the Home Depot!" | 86 |
| 31 | Leaders at all levels | 91 |
| 32 | The cornerstone of leadership | 94 |
| 33 | Leaders are not problem solvers | 96 |
| 34 | A great list of lousy questions | 98 |
| 35 | The spirit of the QBQ | 106 |
| 36 | Wisdom | 109 |
| 37 | We buy too many books | 110 |
| 38 | A final picture | 111 |
| 39 | The motor of learning | 115 |
| Price | Condition | Delivery | Seller | Action |
| $199.99 | Digital |
| WonderClub |
Richard Sebren
reviewed QBQ! The Question Behind the Question: Practicing Personal Accountability in Work and in Life on November 08, 2011
QBQ! The Question Behind the Question
This book was required reading at a large retail department store chain, where I worked,when it was taken over by new management. "QBQ" became our new mantra and managers were constantly hounding us to answer the "Question Behind the Question." It's certainly light reading and not much of a challenge intellectually; it does make suggestions that encourage excellent customer service - there is nothing wrong with that, but...the overall premise, that there are no limits to providing such service, is questionable. I believe in civility and respect when dealing with customers, helping them with their needs and making the process as satisfactory as possible, but I also believe that stopping at nothing to give the customer what he/she wants is the best way to create a monster. Customers become arrogant,rude, crazy with power and an attitude that they are entitled to satisfaction at any cost (a cost not to borne by them of course); once you give them what they want, they want - no demand - more. Sorry, I'm going off on a tangent here, but I think books that espouse philosophies such as this book does are actually dangerous.
I no longer work for the retail giant, and as far as I know QBQ has fallen by the wayside.
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