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Just read that 80% of a company's future profits come from 20% of its current customers, which totally flipped how I see my client list.
I found that stat in a book at the library yesterday and now I'm rethinking which cleaning clients I should focus on keeping happy for the long haul, has anyone else shifted their strategy based on something like this?
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adamk9511d ago
How are you figuring out which 20% are the keepers? Is it just the biggest spenders, or are you looking at stuff like how often they book extra services or refer other people?
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dixon.iris11d ago
My own list is mostly just people who don't cancel last minute.
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milesbailey11d ago
You mentioned "biggest spenders" which is part of it, but not the whole picture. We actually look more at how often they come back and how easy they are to work with. A loyal customer who books a simple service every month is often more valuable than a one-time big spender who's a pain.
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