Choosing your customers sounds backwards since isn’t it the customer that chooses you? I believe this is a two way street. To truly provide excellent customer service, the company providing the service needs to be a good match for the customer. When this is accomplished, it is a true win-win.
The 80/20 Rule
For most businesses, 80% of their business is generated by 20% of their customers. Unfortunately, most businesses spend 80% of their time with customers making up only 20% of their revenue. This can be applied to just about any organization, even in education. I’m sure you can think of examples where the 80/20 rule comes into play. One thing organizations can do is regularly evaluate the 80% of their customers that generate 20% of their business.
At Akins IT, we love working with “Right Clients” and our goal is to spend 80% of our time on them. To be a “Right Client” for Akins IT, besides revenue, location, and other attributes, the client must “get” IT. What do I mean by that? Instead of treating IT as an overhead, the client treats IT as a tool to support their initiatives, differentiate themselves and outperform their competition. When we have this match, the results are amazing.