Delivering 10/10 isn’t about being perfect – it’s about knowing where you can grow.
Our three‑circle model of empathy, self‑awareness and connection shows you exactly that.
Strengthen one circle and the whole experience improves helping you deliver 10/10, in your work and even your personal relationships.
Last month, during a workshop I handed out the model and a leader realised something she’d never noticed: because of her tough upbringing, empathy didn’t come naturally. She wasn’t unkind – but when staff complained to her, she defaulted to the “harden up and get on with it” mentality.
The diagram gave her a starting point.
A circle to expand.
A way to grow.
She began acting more consciously, asking more questions to clarify why someone was upset. She paused before reacting and tried to stand in someone else’s shoes instead of responding from the mindset of her upbringing. And for her, the impact was immediate. She de-escalated staff complaints with ease and left those conversations with deeper insight.
The Three Circles and Your Business
- Self‑Awareness – Be Present
Self‑awareness is knowing how you show up:
It’s recognising your patterns, your tone, your triggers, and your blind spots.
In a business context, this might look like:
● Closing your laptop when someone’s talking to you so you’re fully present
● Realising when your tone doesn’t match your intention
● Recognising when you’re stressed and taking a moment to slow down before engaging with employees
Self‑awareness is the foundation of every 10/10 interaction because it stops unhelpful habits from impacting the experience. - Connection – Stand in Their Shoes
Connection is the moment someone feels seen, heard, and valued.
Connection happens when you:
● Give someone your full attention
● Show genuine care: using their name, remembering details, or follow up on something they mentioned last time
Connection is what turns a transaction into a relationship. - Empathy – Act Consciously
Empathy isn’t just about being emotional. It’s about being interested. It’s choosing to understand before you respond.
In business, empathy shows up in small, high‑impact behaviours such as:
● Listening and asking clarifying questions before rushing to a solution
● Acknowledging frustration before explaining policy
● Saying, “I can hear this has been frustrating, I would feel the same way if that happened to me.”
These behaviours take seconds, but they change the entire tone of an interaction.
Empathy builds trust. Trust builds loyalty. Loyalty builds results.
And personally?
This model doesn’t just change workplaces. It changes people.
It helps you show up better in your relationships, your family, your friendships, and your workplace.
It reminds you to soften where you’ve hardened, to listen where you’ve rushed, and to connect where you’ve withdrawn.
So show your team the diagram and ask them what I’ll ask you now:
Where could you improve?
Because when you strengthen even one circle, every part of your life lifts.
‘Leaders As Coaches’
Empowering your leaders to coach your team to deliver 10/10.
Through our award-winning two-day ‘Leaders as Coaches‘ program, your leaders will learn the techniques, behaviours and skills required to help their teams succeed in delivering service standards, ensuring your customers return and spend more.
Interested to know more? Let’s Chat
Need more information? Have a look through my previous Blogs, located on The Loyalty Zone website or contact me, I look forward to hearing from you.
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Warm Regards
Craig Cherry