Outstanding! by John G. Miller is a business book that outlines 47 ways/ideas/edicts to make an organizations exceptional.
This book is a fairly quick read (twice as thick as QBQ and FTS) and Miller stick with his quick, easy writing sytle (no new terms/definitions to explain his ideology). I am very glad that he stuck with the personal accountability viewpoint in discussing these 47 themes, because they still all come down to the individual in their role being accountable. Any person, at any level, can implement these in this role (unless, I guess you are with an organization whose goal is to truly be the opposite of successful, in which case, I would assume your role will soon change, either through your choice or the failure of your organization).
The biggest thing I took from this is that these are the foundation, day-in, day-out. There aren't any "rainy day" ways, and then "sunny day" ways for when the rain stops (best example would be "Trimming the Fat" and "Train"). I think that's what most organizations are missing today, is those consistent values that can be seen in everything they do.
I would recommend this book, along with Miller's other two books, together for anyone. I can see where these can be used in any organization, whether commercial, industrial, religious, non-profit, etc. etc.
Disclosure of Material Connection: I received this book free from the publisher through the the author. I was not required to write a positive review. The opinions I have expressed are my own. I am disclosing this in accordance with the Federal Trade Commission’s 16 CFR, Part 255 http://www.access.gpo.gov/nara/cfr/waisidx_03/16cfr255_03.html> : “Guides Concerning the Use of Endorsements and Testimonials in Advertising.” - Really...here's what happened, I read QBQ and FTS (which I bought both) and gave feedback to author about I how appreciated them. In response, he offered to sent me this book as a thank you. In other words, he lived his message (i.e. asked a QBQ like "What can I do to show this reader I appreciate his feedback and support? and then he FTS and sent me his new book. In return, I asked "What can I do to show the author I appreciate this?" and FTS by writing a review on my blog. Guess we're both trying to do what we believe in.
Tuesday, February 1, 2011
Flipping the Switch
Flipping the Switch by John G. Miller is a personal growth/business book that is the follow-up to QBQ! The Question behind the Question.
Again, a quick read, which is a value in today's world where we're trying to make every minute of our day scream like a dollar on a Dave Ramsey budget. Again, Miller uses the very clear, common language and terms that I devoured in his first book. While QBQ! was the what and why of personal accountability, FTS is the how. Both times I have read this, it has been in conjunction with QBQ! and I find that's how these books message really shines. Too many authors in the personal growth and business philosophy genres I find are good at telling you what to do and why, but not the how, which I enjoy because I always want to know 1) how they implemented it (which reinforces that it works) and 2) allows me to see commons thread between their plans and my situation to form a good plan from start to implement rather than trial and error (and in this competitive climate, error can be costly).
I have read this book twice now (which is definitely not enough), the first time after hearing Dave Ramsey recommended it on the radio (in 2006, when I was a field rep for my company dealing directly with customers as a core part of my job) and this year when I was trying to follow up QBQ (now I'm a engineer that tends to deal with fellow team members and vendors rather than customers). Both times, I ended the books with the thought that the principles still work and apply, regardless of the change of my role, the people I interact with on a regular basis, or the change in job title/pay scale.
This book is common sense written in format that I can finish in under an hour on the train or plane so I can refresh the ideals in the books quickly and regularly.
Again, a quick read, which is a value in today's world where we're trying to make every minute of our day scream like a dollar on a Dave Ramsey budget. Again, Miller uses the very clear, common language and terms that I devoured in his first book. While QBQ! was the what and why of personal accountability, FTS is the how. Both times I have read this, it has been in conjunction with QBQ! and I find that's how these books message really shines. Too many authors in the personal growth and business philosophy genres I find are good at telling you what to do and why, but not the how, which I enjoy because I always want to know 1) how they implemented it (which reinforces that it works) and 2) allows me to see commons thread between their plans and my situation to form a good plan from start to implement rather than trial and error (and in this competitive climate, error can be costly).
I have read this book twice now (which is definitely not enough), the first time after hearing Dave Ramsey recommended it on the radio (in 2006, when I was a field rep for my company dealing directly with customers as a core part of my job) and this year when I was trying to follow up QBQ (now I'm a engineer that tends to deal with fellow team members and vendors rather than customers). Both times, I ended the books with the thought that the principles still work and apply, regardless of the change of my role, the people I interact with on a regular basis, or the change in job title/pay scale.
This book is common sense written in format that I can finish in under an hour on the train or plane so I can refresh the ideals in the books quickly and regularly.
QBQ! The Question Behind the Question
QBQ! The Question Behind the Question by John G. Miller is a personal growth/business book that focuses on an approach to personal accountability.
Formal definition aside, I found this a quick read, which let's face it, in this "Blackberry/Twitter/Email" world, time is a valuable commodity. Miller uses very clear, common language and terms and quickly gets his points across and I personally like his writing style. After reading each chapter, it always felt I could recall where I had been on both sides of the topic he discussed, and had been guilty of doing the very thing while in the "provider" role that I agreed I hated when I had been in the "customer" role.
I have read this book twice now (which is definitely not enough), the first time after hearing Dave Ramsey recommended it on the radio (in 2006, when I was a field rep for my company dealing directly with customers as a core part of my job) and this year when I was trying to kick start my reading for the year (now I'm a engineer that tends to deal with fellow team members and vendors rather than customers). Both times, I ended the books with the thought that the principles still work and apply, regardless of the change of my role, the people I interact with on a regular basis, or the change in job title/pay scale.
This book is my grandfather's common sense approach to customer service written down in a format that I can finish in under an hour on the train or plane so I can get that refresher to focus on the successful way to approach everything in my life.
Formal definition aside, I found this a quick read, which let's face it, in this "Blackberry/Twitter/Email" world, time is a valuable commodity. Miller uses very clear, common language and terms and quickly gets his points across and I personally like his writing style. After reading each chapter, it always felt I could recall where I had been on both sides of the topic he discussed, and had been guilty of doing the very thing while in the "provider" role that I agreed I hated when I had been in the "customer" role.
I have read this book twice now (which is definitely not enough), the first time after hearing Dave Ramsey recommended it on the radio (in 2006, when I was a field rep for my company dealing directly with customers as a core part of my job) and this year when I was trying to kick start my reading for the year (now I'm a engineer that tends to deal with fellow team members and vendors rather than customers). Both times, I ended the books with the thought that the principles still work and apply, regardless of the change of my role, the people I interact with on a regular basis, or the change in job title/pay scale.
This book is my grandfather's common sense approach to customer service written down in a format that I can finish in under an hour on the train or plane so I can get that refresher to focus on the successful way to approach everything in my life.
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