After reading a few pages of QBQ! The Question Behind the Question: Practicing Personal Accountability at Work and in Life, I’m hooked. This book takes about an hour to read and has a lifelong impact. The title implies exploring other questions based on the original question. However, the real story is about personal accountability in work and life.
Rather than doing what comes naturally for many of us and becoming defensive and pointing fingers, the book changes your mode of thinking from “It’s his fault” to “How can I fix this?”
For example, in a restaurant, a diner is waiting for his waiter to come to the table. He catches the attention of a waiter who says, “This isn’t my table” and walks off. The diner can only hope the waiter went to alert the person who is responsible for his table.
A waiter who uses QBQ thinking would help the diner rather than dodging the table just because it’s not his table. In one true story given in the book, a waiter went so far to have the manager go to the store around the corner to buy a diner’s originally requested drink. That waiter eventually becomes a manager. Such action has positive results on both people.
In another story, a cashier pays for the customer’s under $3 purchase as her register didn’t have enough to provide change. This action resulted in the store getting 100 percent of the customer’s business.
The book grabbed me and I applied QBQ thinking the day after reading it. It feels much better to take the QBQ route instead of responding defensively.
Title: QBQ! The Question Behind the Question: Practicing Personal Accountability at Work and in Life
Author: John G. Miller
Publisher: Denver Press
ISBN: 0966583299
Date: September 2001
Format: Paperback
Pages: 115
Sounds like a good read. I’m the hospitality business and can relate to the waiter/restaurant stories.
banquet manager’s last blog post… Guess Your Age By Eating in a Restaurant…