From the author:
High expectations, modest profit
Example Acquise: Do not communicate too much with customers who do not contribute significantly to your earnings.
For some customers the profit is rather modest. In most cases, however, these are exactly the customers who have overdone high expectations or a increased communication need.
2 calls are sufficient
Over the years, I have had the experience of selecting suitable participants in my coaching trainings that two phone calls with a maximum of 75 minutes are enough to give us a detailed picture of the applicant and to give him an impression of the services of our licensing system ,
A third call and additional minutes on the phone only count with a so small percentage that it can be easily neglected.
From this I have created a specification for my employees, which helps us to work maximally productively.
We would like to recommend the remaining interested parties to other instructors, with whom they probably telephone until today ...
Evaluate customers according to the Pareto principle
Do the same: analyze your customer base according to the Pareto principle, as described in the chapter "Laser-sharp effectiveness".
What 20 percent of my customers produce over 80 percent of my profit and what 20 percent consume about 80 percent of my time?
Put unprofitable customers on autopilot
Author Tim Ferris advises in his book "The Four-Hour Week" to put the least profitable in a kind of autopilot by communicating a change in company policy.
Send an email listing the new rules, such as the number of maximum allowed phone calls, the required wait time, and the response time to incoming calls eMails, the time to delivery, a minimum order value etc.
Time efficient use
Offer the customer to refer them to another supplier if they can not make friends with the new company policy.
You can then use the resulting working time to generate new customer connections that contribute to better results.
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