{"id":4164,"date":"2021-03-31T19:32:10","date_gmt":"2021-03-31T19:32:10","guid":{"rendered":"https:\/\/wheels2025dev.wpenginepowered.com\/resource\/customer-driven-a-math-lesson-in-service\/"},"modified":"2026-04-22T18:35:39","modified_gmt":"2026-04-22T18:35:39","slug":"customer-driven-a-math-lesson-in-service","status":"publish","type":"project","link":"https:\/\/www.wheels.com\/public\/resource\/customer-driven-a-math-lesson-in-service\/","title":{"rendered":"Customer Driven: A Math Lesson in Service"},"content":{"rendered":"<p>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.<\/p>\n<p>It starts with my dog, Fred.\u00a0 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 \u2013 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\u2019t get a chance for as many long walks!<\/p>\n<h2>Now Get Ready for the Math<\/h2>\n<p>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:<\/p>\n<ul>\n<li><strong>Attitude x Effort x Skill = Results<\/strong><\/li>\n<li>Each attribute is given a rating from 0 to 3<\/li>\n<li>The optimal result would be a great\u00a0<strong>Attitude<\/strong>\u00a0(3) x unwavering\u00a0<strong>Effort<\/strong>\u00a0(3) x expertise in your\u00a0<strong>Skill\u00a0<\/strong>(3) would give you a\u00a0<strong>Result\u00a0<\/strong>of a 27<\/li>\n<li>Anything less, is well, less.<\/li>\n<\/ul>\n<h2>Let\u2019s Examine Further<\/h2>\n<p>Certainly, you need to have some skill to achieve results, right? \u00a0For 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\u2019t matter; the math was not in my favor. 3 x 3 x 0 = 0.<\/p>\n<p>On the flip side, we\u2019ve 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.<\/p>\n<p>As you continue to study this formula, it is powerful to compare the difference between being mediocre compared to being optimal!\u00a0 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.<\/p>\n<p>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!<\/p>\n<p>Join the conversation! What is your customer service formula? How do you plan to get to 27?<\/p>\n<p>Email me at\u00a0<a href=\"mailto:ljozwiak@wheels.com\" rel=\"nofollow\">ljozwiak@wheels.com<\/a>.<\/p>\n<p>This article was originally published on\u00a0<a href=\"https:\/\/www.fleetmanagementweekly.com\/math-lesson-service\/\" target=\"_blank\" rel=\"noopener\">Fleet Management Weekly<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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.\u00a0 Fred is a Shepherd \/ Labrador mix that loves to go on walks [&hellip;]<\/p>\n","protected":false},"author":22,"featured_media":744,"comment_status":"open","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"project_category":[17],"project_tag":[],"class_list":["post-4164","project","type-project","status-publish","has-post-thumbnail","hentry","project_category-blog","topics-customer-success"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Driven: A Math Lesson in Service<\/title>\n<meta name=\"description\" content=\"Customer service broken down into a formula anyone can use.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" 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