Before my next meeting with the chairman, I asked and received permission to speak with some of his company presidents and top sales managers.  It was important for me to hear what they thought was the gap between the customer satisfaction rating of “7”and “10.”

The phone calls were lengthy—some lasted two hours.  I spoke with five top-performing presidents and three sales managers where the customer satisfaction scores were at least a “7.”  All interviews revealed the same answer.  Everyone believed that it was unrealistic to ever close the gap between “7” and “10.”  In their minds there would always … Read the rest