20/60/20 Rule. 20 percent of your clients bring 80 percent of the money. The lower 20 percent come with 80 percent of the annoyances. The final group is the 60 percent. Call the upper 20 percent the A group, the middle 60 percent the B group, and the lower 20 percent the C group. Search out your ideal clients. Your plan is to get you’re A group to refer you to their friends.
Keeping your lower 20 percent around is a bad idea. Your customers are not king. Happy employees will result in happy clients. You are abusing your employees if you continue to work with the B group. Therefore, you need to be unrelenting in weeding out your C group. The message your employees will receive is that you plan to surround them with headaches and frustrations. Send a letter and tell them that you are not a good match.
Educate your B clients. Send them newsletters, call them every 90 days, and send them updates on any new programs that come available. Train them into becoming an A client. How? Evaluate what makes your top two or three clients A clients. Next, look at your B clients, and consider what you need to do to bring them up to A clients. You and your employees will benefit.