Customer Service: Building Trust
The 80-20 Rule
People do business with people they know, like and trust.Â It is your job to validate the trust they place in you. Think about your customer base.Â How many really good customers do you have?Â
The 80-20 rule applies here.Â Don't spend 80 percentÂ of your time on the 80 percent of occasional customers.Â Consider the top 20 percentÂ of loyal clients and provide something important to them--80 percentÂ of your time. Increase your value to them by generating mutual loyalty and trust.
How do you add value? Not sure, talk it over with a SCORE mentor.
Â Betty Otte, SCORE Orange County
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