Archive for December, 2009

Review of new Outstanding! book

Tuesday, December 29th, 2009


Just read Outstanding! and your chapter Treat Vendors like People convicted me as I reflected on my failure to return two separate phone calls by my FedEx rep who was calling to introduce herself after replacing my former acct. rep.

In the spirit of your earlier chapter Be Fast, I was moved to action and just left Marilyn a voice mail thanking her for calling to introduce herself and apologizing for my tardiness in responding.

This reader was moved to action. Isn’t that the point of your writing? Here’s part of my new review:


by John G. Miller Like his other books, QBQ! and FLIPPING THE SWITCH, this book is a practical, no-nonsense, and easy read with lots of useful lessons for both new and seasoned managers. Miller’s extensive background in management consulting for leading organizations enables him to use examples that are both relevant and applicable. Having read his other books, I was expecting more overlap with his signature QBQ! (personal accountability) message. While he includes a chapter titled, Make No Excuses!, the book encompasses many more ideas and principles that distinguish outstanding organizations.

Steve Curtin
customer enthusiast!
T 303.325.1375
F 303.627.9958
[email protected]

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Sarah Palin Rogue jacket auction winner

Tuesday, December 22nd, 2009

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Early review of John G. Miller new book, Outstanding!

Saturday, December 19th, 2009 This early review of Outstanding! is from a trainer in real estate. Enjoy!

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Laura Ingraham and John Miller - Palin Rogue jacket

Saturday, December 19th, 2009

Enjoy 3 mins of audio:;jsessionid=E8CC8EE04ED945F14D4907297A24DF3B?dispid=302&headerDest=L3BnL2pzcC9tZWRpYS9mbGFzaHdlbGNvbWUuanNwP3BpZD03OTEx

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Outstanding! on 800CEOREAD! Enjoy!

Wednesday, December 16th, 2009

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Outstanding! Organizations: Being Exceptional in 2010

Tuesday, December 15th, 2009

On the eve of a new year, people look forward with positive anticipation. “I want to change!” they think. “I want to be a better me!” And I want it in every part of my life. Wouldn’t it be great if every aspect of our lives – every organization we participate in - could be outstanding?

Outstanding means being superior, striking, exceptional, clearly noticeable. People are attracted to outstanding organizations. They want to buy and sell from them, invest in them, volunteer at them, and work for them. As we close out the first decade of the 21st century, what better time to consider new ideas and implement new ways to be better at everything we do?

In the new book, Outstanding! we detail 47 ways we can make any organization exceptional. While everyone will no doubt find their favorites, here are six that speak to every person and organization, no matter what its size or purpose.

Choose to Change: Many organizations have terrific ways of doing things but outstanding organizations are willing recognize when it’s time to do things differently. They know that change will come and it’s better to initiate change from the inside than have change happen to them from the outside.

Keep the Mission Top of Mind: People will do practically anything (as long as it’s legal and ethical) if they understand why they’re doing it—and they’ll do it joyfully, with a full heart. The truth is this: purpose powers passion. The organization’s mission can excite people to do their jobs well. Outstanding organizations and their people never forget why they exist.

Get Actions In Line With Values: Espousing values like “customer first,” respect and “people are our greatest asset” is meaningless unless our behaviors support those ideas. If we embrace the word “humility,” then we have to avoid boasting, bragging, and topping each other in our interactions, for example.

Fight the Fat: Whether times are good or bad, Outstanding organizations don’t get fat.  Organizations get fat when they don’t pay attention to costs, take clients for granted, ignore market trends, fail to improve systems, disregard customer input, or don’t worry about the competition.  When dollars rush in like a dike upstream has burst, it’s not uncommon to let our standards slip. But outstanding organizations always fight the fat.

Speak Well … Make the Right Impression: Our perception of organizations come almost entirely from how the people representing the organization speak to us. As far as customers are concerned, the people with whom they interact ARE the organization. How we speak to anyone with whom we do business is what tells them whether we are outstanding—or not.

Listen In All Directions: To be Outstanding, we must listen in 3 ways: Management listening to the people, the people listening to each other, and everyone in the organization listening to the customer. Multi-tasking is the enemy of good listening. It’s critical that we look each other in the eye with undivided attention, saying, in effect, “You are the most important person in my world at this moment.” Organizations must create cultures that encourage and support listening in all directions and was.

There you go; six ways to be outstanding in 2010. Enjoy.

[email protected]

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“United Breaks Guitars” - United Airlines not OUTSTANDING!

Saturday, December 5th, 2009

Have you seen this???

“United Breaks Guitars”

The new book Outstanding! has a few chapters that address this, like “Never Forget Who Pays the Bills” and “Stand Behind Your Stuff” and “People Over Policies” This material shows us ways to truly be an outstanding organization. Now, I fly United and I like United, but I have to wonder, does United now regret over 6,000,000 hits on this YouTube video when it could have all been prevented by simply doing the outstanding thing when it first happened: Being accountable for damaging the guy’s guitar and making full restitution? I bet they do. Hindsight is foresight - and it’s better to be OUTSTANDING during the first customer interaction, don’t you think?

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