Customer Driven: A Math Lesson in Service

Ready for some math? You may not think math has anything to do with customer service and continuous improvement, but it certainly does! Before you groan over a math lesson, give me a chance to explain.

It starts with my dog, Fred.  Fred is a Shepherd / Labrador mix that loves to go on walks with me. We have a great walking path through the cornfields and prairies where I live. While we walk I usually listen to podcasts about whatever it is I am interested in learning about that day – health, mindfulness or leadership topics are usually what inspire me. While I listen to these podcasts, I always think about how to integrate what I am learning into my daily life. And when I return, I share new ideas with my husband on how to improve our communications or better embrace life. And often times, I would also email my team at Wheels to share how we can all help each other achieve our definition of greatness. I am sure they all look forward to the cold winter when I don’t get a chance for as many long walks!

Now get ready for the math! It was during one of these walks that I discovered a podcast from Tom Ziglar (son of Zig). During one of his episodes, he shared a simple formula that resonated with me and that I continue to apply:

• Attitude x Effort x Skill = Results
• Each attribute is given a rating from 0 to 3
• The optimal result would be a great Attitude (3) x unwavering Effort (3) x expertise in your Skill (3) would give you a Result of a 27
• Anything less, is well, less.

Let’s examine further. Certainly, you need to have some skill to achieve results, right?  For example, I wanted to be a figure skater, but alas, I had very little skill (0) in that department. However, I had a great attitude (3) and I really tried hard (3). But it didn’t matter; the math was not in my favor. 3 x 3 x 0 = 0.

On the flip side, we’ve all known someone that has tremendous Skill (3), puts in the Effort (3), but their Attitude is awful (0). 0 x 3 x 3 = 0. Still no results.

As you continue to study this formula, it is powerful to compare the difference between being mediocre compared to being optimal!  You can just coast by (1 x 1 x 1) and get substandard results (1) or put in what is required in this critical world of service to get the full value of 27.

I challenge you to put yourself to the test; apply this formula to your life. What is your goal? Would your internal and external clients score you as a 3 in each category? What about your team? Achieving a 27 should be our goal in how we support each other, our clients, and our key internal stakeholders. For 2017, I hope you achieve your 27!

Join the conversation! What is your customer service formula? How do you plan to get to 27?

Email me at ljozwiak@wheels.com.

This article was originally published on Fleet Management Weekly.