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 firstname.lastname@example.org.
This article was originally published on Fleet Management Weekly.