by Dr Greg Chapman
“80% of wealth is owned by 20% of people”
“80% of traffic is on 20% of our roads in our city”
In business, this principle is also useful:
“80% of your profit comes from 20% of your sales”
“80% of your complaints come from 20% of your customers”
“80% of sales come from 20% of your clients”
No doubt you are nodding your head with these examples, and could come up with many more besides.
Now there is another principle: 120/20 principle which implies 20% of your effort produces 120% of your results. The other 80% is actually a loss to you. In other words, the 20% subsidises the remaining 80%.
“120% of your profit comes from 20% of your sales” and every sale above the 20%, you start losing money. This loss may not just be an accounting loss which you may discover when complete cost allocation is made of all your business overheads. It can also include opportunity cost for time spent with low value customers since:
“120% of your profit comes from 20% of your customers”
Which means that trying make the sale and deliver the service for the other 80% is costing you money. That doesn’t mean you should drop the other 80%, but you certainly should take a hard look on what you are doing with them and see whether you can change your model.
What insights do you gain by applying these principles to your business, and what changes will you make to it as a result?
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Dr Greg Chapman is the Director of Empower Business Solutions and is Australia's Leading Advisor on Emerging Businesses and provides Coaching and Consulting advice to Australian Small Business Owners in Marketing & Business Strategies Planning & Systems. He is also the author of The Five Pillars of Guaranteed Business Success and Price: How You Can Charge More Without Losing Sales.
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