QBQ in action

To many, Personal Accountability is just a concept, an idea. But, when it comes to life, it can look like this:

John,

Thought you’d appreciate this example of the QBQ! book in action. My son, down at U. of TX in Austin, paid a “maid service” $250 to clean his apartment before he moved out. But the apartment manager said the service did a lousy job and went ahead (without talking to us first) and “re-cleaned” the place, charging him several hundred dollars! When I called the apartment manager, I got the run-around. He then sent me some alleged pictures of the dirty apartment.

I then called the cleaning service my son had used and without hesitation the owner, Holly, agreed to send my son a full refund. Her note is below. You can bet my son and I will be sending all future cleaning business her way!

http://maidsandmoore.com/

Nice to see customer service and QBQ! are alive and well in Texas.

Tom Mustin

Evening Anchor

CBS4 News – Denver, CO

From: Holly Moore
Sent: Wednesday, November 07, 2012
To: Mustin, Thomas
Subject: Maids and Moore deposit issue

Mr. Mustin, I have looked at the photos you sent and agree there were some things we missed. I feel like the apt mgr should only have charged you to clean those items (fan, oven, and a couple of blinds), but instead he charged you for an entire cleaning.

But it is what it is.

However, as a small business owner, I cannot sleep at night if I know you have been double charged. And I agree that our cleaning was not perfect. Unfortunately, that maid is no longer with me and I can’t locate our pictures or recall any of the details about your cleaning.

So, I will be refunding your entire cleaning fee today. I am so sorry for the inconvenience.

Holly

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So, did Holly go too far? Or is this accountability and outstanding service? What would YOU have done?

Please leave your thoughts and comments here!

But also, always ask the The Question Behind the Question (QBQ):

“What’s the lesson in this story and how can I apply it in my life?”

John G. Miller

Author of a bunch of books