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80/20 Rule
I tend to agree with the 80/20 rule.... and they way Joe has put it.
I attended a few "BenchMarking/Process Improvement" meetings with several, large corporations in attendance. I thought my company was probably the only one there that followed the 80/20 rule towards treating customers.....BUT SURPRIZE..... everyone of them did too. Not just most of them......all of them!!!
The 20% who supplied 80% of the business were treated royally. The middle group was treated well, but not as well as the first group..... and the customers who only occasionally placed an order were usually just directed to a general order desk and any follow-up was through mail campaigns or a couple of telemarketing type calls per year.
The main focus was keeping that 20% happy..... because someone else was always trying to steal them away.
Steve
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