Could you be losing customer confidence before the numbers show it?
Customer confidence can erode quietly, long before it shows up in sales or growth. See where yours stands.
Choose individual or team access. Access starts at US$149. Complete the digital diagnostic in approximately 15 minutes and see where customer confidence is strong, where it is leaking, and what to tighten first.
The Warning Signs Are Already There
If meetings are getting shorter, decisions are taking longer, or access is getting harder, there may be a confidence gap you can't see clearly from inside your own business.
Customer confidence rarely disappears overnight. It can erode quietly, and by the time it shows up in sales, margin or growth, the change may already be well underway.
Measure confidence before you measure the consequences.
Make commercial confidence visible. Identify potential gaps earlier. Decide where to act — before they become commercial consequences.
Before your next major customer conversation, see where confidence is strong, where it may be vulnerable, and what to tighten first.
Built from both sides of the table.
Developed by Gary Good, Founder of LeaderLegacy, former Merchandise Manager at Mitre 10 New Zealand and former Sales & Marketing Director, with 34+ years across retail, manufacturing, sales, marketing, category, and commercial leadership.
Measured by results, not activity.
WATCH:
Why Customer Confidence Matters More Than Ever
A short 6 minute introduction to why customer confidence is now a structural commercial issue, and why effort alone no longer earns time, trust, or traction.
Includes a 15-minute guided walkthrough to help you interpret the diagnostic properly and use the result as more than a scorecard.
Why Some Suppliers Earn Time — And Others Quietly Lose It
In today’s commercial environment, winning customer confidence is harder than ever.
Your customers are under pressure to deliver:
margin growth
operational certainty
forecast accuracy
simpler supply relationships
faster decisions
Most suppliers respond with more activity:
more meetings
more decks
more follow-up
more explanation
But effort is not the same as confidence.
Customers do not allocate time simply because you are trying hard. They allocate time when they believe you understand the offer, execute reliably, improve their results, and operate as one aligned business.
When that confidence is strong, access grows. When it weakens, something else takes over: Chaos.
Meetings get shorter. Questions get sharper. Decisions get slower. Access quietly starts to disappear. Most teams do not see erosion happening until the consequences are imminent.
No commercial leader should discover too late that they're losing the confidence of a customer their business depends upon.
I believe we should be able to recognise the warning signs earlier, understand where confidence may be vulnerable, and act while there's still time to make a difference.
That's why I created the Commercial Confidence Diagnostic.
Introducing the Commercial Confidence Diagnostic
The Commercial Confidence Diagnostic helps leaders assess how customers are really experiencing their organisation.
At its core is the Process Advantage Index — a structured 4-pillar commercial diagnostic designed to reveal whether your business is building confidence by design or quietly eroding it through gaps in clarity, consistency, contribution, and coherence.
The Four Pillars of Commercial Confidence:
1. Clarity
Do we clearly understand the job of our products, portfolio, and offer?
2. Consistency
Can customers rely on our execution across supply, data, and promotions?
3. Contribution
Do we improve customer performance and decision quality?
4. Coherence
Are we aligned internally before we ask for alignment externally?
When these four pillars are strong, customer confidence grows. When they weaken, chaos appears. And chaos quietly erodes trust, traction, and attention.
What This Diagnostic Reveals
In approximately 15 minutes, this digital diagnostic helps you see:
where customer confidence is strongest
where structural leaks are reducing certainty
where internal alignment is breaking down
Which pillar is most limiting traction or growth
What action should happen in the next 90 days
Most teams assume they are aligned. This tool often reveals where they are not. The point is not to admire the score. The point is to see what your customer may already be experiencing.
Once the leak becomes visible, the conversation changes.
You move from: “Why are we losing traction?”
to: “Now we can see exactly what needs tightening.”
Best used before a major customer conversation, category review, planning cycle, leadership meeting, or board discussion - not after the confidence gap has already shown up in the result.
What You Get
Immediate access to the Commercial Confidence Diagnostic digital system: a guided diagnostic experience that helps you see where customer confidence is strong, where it may be leaking, and what to tighten first.
Every access level includes:
digital access to the Commercial Confidence Diagnostic
individual scoring
pillar-level results across Clarity, Consistency, Contribution, and Coherence
a 90-day action planning output
the 15-minute guided walkthrough
The Customer Time Advantage™
The Commercial Decision Advantage™
Team access also allows multiple named participants to complete the diagnostic independently and compare results across the group.
Where multiple responses are completed, the team view can reveal averages, ranges, functional patterns, organisational patterns, and perception gaps.
Use it individually for a private read, or across your team for a richer comparison of how different people and functions see customer confidence.
1.
Commercial Confidence Diagnostic
A structured digital diagnostic that helps leaders assess the business across the four pillars of commercial confidence.
Includes:
20 structured diagnostic questions
individual scoring
pillar-level results
90-day action planning output
team comparison reporting where team access has been purchased
This is not a mindset survey. It is a commercial architecture diagnostic.
2.
15-Minute Guided Video Walkthrough
The Mirror, Not the Scorecard — a private guided walkthrough from Gary that brings the diagnostic to life and shows you how to use it properly.
In this video, you’ll learn how to:
understand why customer confidence is now a structural commercial issue
interpret the four pillars more accurately
recognise how chaos appears when confidence starts leaking
use the tool as an individual mirror or team alignment exercise
turn the score into a sharper 90-day action plan
3.
BONUS RESOURCE:
The Customer Time Advantage
A practical field guide for commercial leaders and account teams who want to stop chasing attention and start becoming worth a customer’s time.
This resource helps you:
make the value of customer time obvious
bring signal, not noise
connect your insight to live customer priorities
reduce hidden friction that quietly kills access
improve follow-up so it increases decision value
Includes:
practical scripts
meeting request formulas
customer follow-up structures
a Customer Time Advantage checklist
“Say this, not that” examples
4.
BONUS RESOURCE:
The Commercial Decision Advantage
A practical decision tool with 25 sharp questions for stronger growth, profit, innovation, and customer conversations.
This resource helps you:
expose confidence leaks
identify relevance gaps
sharpen growth thinking
improve profit and margin conversations
make innovation easier to evaluate and act on
Includes:
25 high-value commercial questions
5 pressure zones for sharper thinking
a 5-minute decision huddle format
prompts for leadership meetings, reviews, and planning sessions
guidance on what weak answers sound like and what to do next
Choose Your Diagnostic Access
Every access level uses the same core diagnostic system. Access starts at US$149. The difference between access levels is the number of named users and the comparison value created when multiple people complete the diagnostic
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Individual Access
US$149
For one commercial leader who wants a private read on where customer confidence is strong, where it may be leaking, and what to tighten first.
Includes:
1 named user
digital diagnostic access
individual scoring
pillar-level results
90-day action planning output
15-minute guided walkthrough
The Customer Time Advantage™
The Commercial Decision Advantage™
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Team Access — up to 5
US$349
For a small leadership or functional team that wants to compare perspectives and reveal confidence gaps.
Includes:
up to 5 named users
digital diagnostic access for each participant
individual scoring
pillar-level results
team comparison view
team average
score ranges
functional patterns where relevant
organisational patterns where relevant
perception-gap mapping
90-day team action planning output
15-minute guided walkthrough
The Customer Time Advantage™
The Commercial Decision Advantage™
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Team Access — up to 10
US$499
For a broader team that wants to compare more perspectives across people, functions, or leadership roles.
Includes:
up to 10 named users
digital diagnostic access for each participant
individual scoring
pillar-level results
team comparison view
team average
score ranges
functional patterns where relevant
organisational patterns where relevant
perception-gap mapping
90-day team action planning output
15-minute guided walkthrough
The Customer Time Advantage™
The Commercial Decision Advantage™
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11+ Participants
Contact us
For larger teams, multi-function groups, multi-market teams, or organisations needing a tailored setup.
Includes:
digital diagnostic access for agreed participants
the same core diagnostic system
team reporting configured to the agreed group structure
90-day action planning output
guided walkthrough
companion resources
setup support appropriate to the group size
The Commercial Confidence Clarity Promise
If the Commercial Confidence Diagnostic does not create clarity, Gary will help you find it.
If you complete the diagnostic properly and it does not surface at least one meaningful confidence gap, one leadership conversation worth having, or one commercial decision you can make in the next 90 days, submit your completed diagnostic output.
Gary will personally review it with you in a 30-minute Commercial Confidence Review call.
No further sales. No pressure. Just a clear review of what your result may be telling you and what to tighten first. Because this is not a quiz. It is a structured commercial diagnostic. If it does not create clarity, it has not done its job.
To activate the promise: submit your completed diagnostic output using the review link provided after completion. Review requests will be responded to within 3 business days.
This Is More Than a Score
Most diagnostics tell you how people feel. This one helps you see how your business is likely being experienced.
That matters because customer confidence is rarely lost in theory. It is lost in the places where the customer experience becomes unclear, inconsistent, less useful, or harder to trust.
That is why this diagnostic is powerful for individuals, and even more powerful across leadership teams. When different functions independently score the business, the gaps often reveal what day-to-day activity hides: blind spots, conflicting assumptions, inconsistent execution, and the real source of confidence leakage.
The goal is not agreement for its own sake. The goal is first to reveal where confidence is leaking and what needs tightening.
Most Powerful When Used Across Leadership Teams
One person can complete the diagnostic and get a fast read. But the richest insight usually emerges when multiple leaders complete it independently and compare results.
Use it across:
Sales / Commercial
Marketing / Trade Marketing
Supply Chain / Operations
Finance
Customer / Account Leadership
When those scores are compared, teams often uncover:
hidden misalignment
operational blind spots
competing priorities
conflicting assumptions
the real source of confidence leakage
That discussion alone can unlock powerful clarity. The digital diagnostic, guided video, comparison reporting where team access has been purchased, and 90-day planning output are designed to support that conversation.
How It Works
STEP ONE:
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Select Individual Access or the team option that best fits your group.
STEP TWO:
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Individual buyers can begin directly.
Team buyers nominate participants by name, email address, and function.
STEP THREE:
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Each person completes the diagnostic independently in approximately 15 minutes.
STEP FOUR:
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Team access allows you to compare individual, functional, and organisational views, including averages, ranges, and perception gaps.
STEP FIVE:
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Use the output to identify the confidence gap that matters most and build a 90-day action plan.
Who This Is For
This diagnostic is designed for senior commercial leaders and cross-functional teams responsible for customer confidence, commercial traction, execution, and alignment.
It is especially relevant for:
Country Managers and Managing Directors
Commercial Directors
Sales Directors and National Sales Managers
Account Leadership teams
Category and Trade Marketing leaders
Supply Chain and Operations leaders
Finance partners involved in commercial decision-making
Cross-functional commercial leadership teams
If your role involves earning customer confidence and improving commercial performance, this tool is relevant.
Why Trust This?
Gary Good built this diagnostic from real work across the NZ/AU retail and supplier ecosystem - and from a life spent on both sides of the commercial table.
Gary has 34+ years of experience across retail, manufacturing, sales, marketing, category, and commercial leadership, including a former role as Merchandise Manager at Mitre 10 New Zealand and former Sales & Marketing Director roles. He has sat on both sides of the table: as the supplier fighting for space, and as the retailer deciding who stays.
That matters because customer confidence is not built through theory. Retailers and commercial customers do not reward effort alone. They reward suppliers who reduce friction, create value, follow through, and make decisions easier.
This diagnostic reflects that lived reality. It is designed to help leaders see how customers may be experiencing the business before the consequences show up in access, trust, margin, or growth.
Gary Good – Founder, LeaderLegacy. Measured by results, not activity.
Discover Your Commercial Confidence Score™
______
See where confidence is strong. See where it is leaking. Decide what to tighten first.
Before your next major customer conversation, get a clearer view of how your business may be experienced across Clarity, Consistency, Contribution, and Coherence.
Complete the digital diagnostic in approximately 15 minutes. Choose individual or team access, with access starting at US$149, and see where customer confidence is strong, where it is leaking, and what to tighten first.
FAQs
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This diagnostic is designed for commercial leaders responsible for customer growth, profitability, execution, and cross-functional alignment.
It is especially relevant for Country Managers, Managing Directors, Commercial Directors, Sales Directors, Account Leadership teams, Category and Marketing leaders, Supply Chain and Operations leaders, Finance partners, and cross-functional commercial leadership teams.
If your role involves earning customer confidence and improving commercial performance, this tool is relevant.
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The diagnostic takes approximately 15 minutes to complete.
The guided walkthrough is a separate 15-minute video that helps you interpret the diagnostic properly and use the result well.
If you use the diagnostic with a team, allow additional time to compare results, discuss perception gaps, and agree the 90-day action plan.
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There are four access options:
Individual Access — US$149
Team Access up to 5 — US$349
Team Access up to 10 — US$499
11+ participants — Contact us
Every access level uses the same core diagnostic system.
Individual Access gives one named user a private diagnostic read.
Team Access allows multiple named participants to complete the diagnostic independently and compare results.
Access starts at US$149.
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The core diagnostic is the same.
Individual Access gives one leader a private read, including individual scoring, pillar-level results, the guided walkthrough, companion resources, and a 90-day action planning output.
Team Access allows multiple leaders to complete the same diagnostic independently and compare results across individuals, functions, and the organisation.
The difference is not the diagnostic itself. The difference is the comparison value created when multiple people complete it.
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After purchase, the team administrator nominates each participant by name, email address, and function.
Each participant receives access to complete the diagnostic independently.
The team can then compare individual scores, team averages, functional patterns, organisational patterns, score ranges, and perception gaps.
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No.
This version of the Commercial Confidence Diagnostic is designed for named, transparent leadership alignment, not anonymous sentiment measurement.
Participants should know before completing the diagnostic that responses are intended to be visible in the team reporting.
The purpose is not to judge individuals. The purpose is to help the team see where confidence is strong, where it is leaking, and where different people or functions may be seeing the business differently.
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Yes.
The diagnostic is digital and can be completed by leaders in different locations.
For teams of more than 10 people, or for multi-market groups, contact LeaderLegacy so the access and reporting structure can be set up properly.
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Yes.
If you begin with Individual Access or a smaller team option and later want to expand, contact LeaderLegacy to upgrade access.
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No. The diagnostic is designed to stand on its own. It is not dependent on another programme.
It gives you a practical way to assess where customer confidence is strong, where it may be leaking, and what needs to be tightened first.
If the result reveals a deeper capability, alignment, or commercial issue, you may choose to request further support. But there is no required next step.
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No.
The diagnostic was built with strong relevance to supplier and retail environments, but the underlying principles apply more broadly to any organisation selling into commercial customers.
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It helps you see where customer confidence is being built — and where it may be quietly leaking.
More specifically, it helps identify:
structural gaps reducing credibility
areas where execution is undermining trust
hidden misalignment across functions
the pillar most likely limiting traction, growth, or customer confidence
the next operational issue worth fixing
This is not just a score. It is a diagnostic to sharpen discussion and action.
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The guided video helps you get the most value out of the diagnostic.
It explains the deeper commercial issue behind the tool, brings the four pillars to life, shows how Chaos emerges when confidence starts to leak, and helps you use the diagnostic as more than a scorecard.
It is especially useful if you want to use the diagnostic properly before acting on the result.
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One person can complete it and get a valuable private read.
The richest insight usually emerges when multiple leaders complete it independently and compare results.
That is often where hidden blind spots, conflicting assumptions, and cross-functional gaps become visible.
For that reason, many teams will get the greatest value from using it as a leadership alignment exercise rather than as a solo reflection tool.
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That is useful.
A weaker score does not mean failure. It means you can now see where confidence may be eroding before the consequences become harder to reverse.
In many cases, the greatest value of the tool is not confirming strength. It is exposing the gap that has been tolerated, misread, or missed.
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It is designed to be acted on.
Every access level includes:
structured scoring
pillar-level results
guided interpretation
a 90-day action planning output
companion resources to help turn insight into stronger customer conversations and sharper commercial decisions
Team access also includes comparison reporting, helping teams see averages, ranges, functional patterns, organisational patterns, and perception gaps.
The goal is not simply to reflect.
The goal is to identify what needs tightening and decide what should happen next.