3 Ways To Grate On Others: COMPLAIN! COMPLAIN! COMPLAIN!
As Karen and I dined at a Denver-based restaurant chain, the manager, Nate, stopped by our table to see how we were doing. One thing led to another, and—as is my wont—I mentioned the QBQ! book to him and gave my usual 15-second book summary. It goes like this:
“Yep, QBQ! is an easy one-hour read about personal accountability and how to deliver outstanding customer service while eliminating blame, finger-pointing, whining, procrastination, and complaining.”
When I hit that last word, he was all over it like a cheap suit. 🙂
Shaking his head, Nate declared, “Man, we’re always working on that around here. We held a team meeting just this morning on the topic of complaining and how it hurts the team.”
That’s when my wife chimed in with a QBQ! book story I hadn’t heard yet. Earlier that day, she’d visited our local UPS store. The manager there has a QBQ! book because I gave it to him last Fall.
During this visit, the UPS gent said to Karen, “Ah, so you’re Mrs. QBQ! Let me tell you what we do with your husband’s book: When team members start complaining, I tell them to go to the backroom and read three chapters of QBQ! They always return with a better attitude!”
Whatever works.
