1. The Satisfaction Chain – Shows you how you can affect the customers of your customers. This enables pull.
  2. The Satisfaction Process = Drawing Board Positions show where customers are in satisfying their needs, wants, and demands.
    • as their needs become wants
    • as their wants become demands.
    • as their demands become results. (Bought – from you, someone else, not at all.)

Because satisfaction or dissatisfaction is how customers feel about determining their Needs, Wants, and Demands, with you or without you, the probability of a favorable result is compounded by their experiences along the way. To keep score of how a seller is doing with a prospective new customer, we use a formula to assist us in seeing how things are doing.The Decision Process = how people recognize & act upon their needs, wants, & demands.

Other Subsets of The Who: 

  1. Sizing Them Up = Quantitatively:
    1. by Trade, Type, Locations, etc.,
    2. by Quintiles,
    3. by Tiers,
    4. Comparing them with your similar customers!
  2. Sizing Them Up = Qualitatively: (Qualitative refers to how the customer responds to what you offer and how you offer it.]
    1. via our Response Rating Scale from 1 – 10, with half points in between. (Ratings have specific descriptions.)
    2. via our Responsibility Grid – positioning what they have accepted, understood, and agreed to do.


  1. Offering Grids (story boards) set forth talking points for The Promise, stated & implied
    1. The Product/s (each product family has a corresponding Matchmaker’s Triangle.
    2. The Support = Pre-decision & Post-decision.
    3. The Proposition = Pricing, Terms, Conditions.
    4. The Company = who you are and how you like to do business!
  2. Offering Grids (story boards) to match the transition from what you could offer to how you intend to offer it!
    1. Possible Offering become Probable Offerings.
    2. Structured Offerings become Deliverable Offerings (structured and deliverable)
    3. Actual Offerings, delivered under The How become Experienced Offerings by The Who.


  1. Seven Levels of Craftsmanship – performable by each salesperson = shown in ascending order, The quality of each preceding level affects the following level:
    • 1st level = Begging. [Willing to not give up. Nor afraid to share our needs, wants, & demands.]
    • 2nd level = Peddling. [Willing to demonstrate our wares.]
    • 3rd level = Order Taking. {Willing to let them buy, and take orders, instead of closing them!]
    • 4th level = Innovating. [Ability to find the sizzle which will get their attention and keep it!]
    • 5th level = Selectivity. [Ability to walk away from difficult customers and let them down, gracefully.]
    • 6th level = Matchmaking. [Willing to be concerned about the long term relationship and not the sale.]
    • 7th level = Linkability. [Synergizing our Assets so that you have an All Star presence.]
  2. Customer Response Rating Scale – applied after each step in production mode = a 2 digit numerical code from 1.0 to 10. Ratings of 6.0 to 10 are going forward. Ratings of 1.0 to 5.5 are not going forward.
  3. Activity Grids & Experience Grids. [Activities performed & Experiences by Customers of such activities.]
  4. Testing Grids & Cubes. [Matchmaking results from testing at least 2 of each of The Who’s. The What’s, and The How’s.]
  5. Utilizing The Seven S’s: Strategy, Structure, Systems, Style, Skills, Staff, Shared Values = Same Voice & Satisfaction.


The Matchmaker’s Triangle is balanced (Good Matchmaking), by managing the activities & responses being tracked in The Hopper Global Tracking System. The Who, The What, The How, and the Three Why’s (double headed arrows of the triangle – where the matches take place) are projected for in project mode, then produced in Production Mode, with the results being managed and improved by the users of The Matchmaker’s Triangle. So there!