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Pareto's
Principle - The 80/20 Rule |
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Almost everyone has heard the 80/20 rule. Numerous self-help books have been written about it. All of them telling us how to work smart, live smart, love smart, etc. I believe in it and apply it to my own life. But as with every rule, there are times when it should be broken. Customer service is one area where this rule should not apply. Superstar NFL agent Drew Rosenhaus was interviewed last Sunday night on 60 Minutes. He is the most feared, revered and hated man in the NFL. He has 170 active clients, and all of his clients are like family. In the interview, he said that he wants each client to feel they are his only client. That they are his most important client. Every customer, no matter how big or small, should be treated as though they are in your 20%. Some of my biggest customers have come as referrals from my smallest accounts. Click here to see the clip of the Drew Rosenhaus interview. |
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Knowledge is Power |
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People are more apt to do business with - or partner with - people whose company they enjoy.
Humor and tone help attract and keep customers.
Be genuine and authentic, building trust and relationships, and seeing how you can help others. |
