SCORE Small Business Blog

Customer Service: Building Trust
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The 80-20 Rule

People do business with people they know, like and trust. It is your job to validate the trust they place in you. Think about your customer base. How many really good customers do you have? 

The 80-20 rule applies here.  Don’t spend 80 percent of your time on the 80 percent of occasional customers. Consider the top 20 percent of loyal clients and provide something important to them–80 percent 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.

 Betty Otte, SCORE Orange County
 View more posts by Betty

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