{"id":6323,"date":"2025-03-25T10:37:04","date_gmt":"2025-03-25T10:37:04","guid":{"rendered":"https:\/\/www.gointernational.co.uk\/blog\/?p=6323"},"modified":"2025-04-16T11:05:46","modified_gmt":"2025-04-16T10:05:46","slug":"when-i-realised-this-everything-changed","status":"publish","type":"post","link":"https:\/\/www.gointernational.co.uk\/blog\/when-i-realised-this-everything-changed\/","title":{"rendered":"When I realised this, everything changed!!"},"content":{"rendered":"\n

There comes a point in business where you realise that trying to be\u00a0all things to all people<\/em>\u00a0is a recipe for frustration, exhaustion, and\u2014let\u2019s be honest\u2014a few choice words muttered under your breath!<\/p>\n\n\n\n

We\u2019ve all been there. You go above and beyond, pouring time, effort, and energy into every single customer. You bend over backwards, staying late, making last-minute fixes, absorbing the cost of their forgotten mistakes\u2014because you genuinely want them to succeed and that\u2019s what great businesses do, right?<\/p>\n\n\n\n

Well, yes\u2026 and no.<\/p>\n\n\n\n

The 20-60-20 Rule in Business<\/strong><\/h3>\n\n\n\n

I had a lightbulb moment when I realised that my customers could be grouped into three categories:<\/p>\n\n\n\n

\ud83c\udf1f The Top 20% \u2013 The Dream Clients<\/strong><\/h3>\n\n\n\n

These are the clients who make everything worthwhile. They value what you do, appreciate your expertise, and keep coming back\u2014not just for products or services, but because of the relationship<\/strong> you’ve built. These are the ones that inspire you to push beyond the realms of human expectation because they are worth it<\/strong>. In fact, it\u2019s Sunday and you\u2019re reading my newsletter, so I\u2019m sure you must be one of the amazing 20%! \ud83d\ude0a. We genuinely care not only about the success of each others businesses, but about each other.<\/p>\n\n\n\n

\ud83d\udca1 Example:<\/em> Think about that one client who always pays on time, always thanks you for the effort you go to, refers you to others, and trusts your expertise. They make you feel like a valued business partner, not just a supplier. They even send you a message to say they enjoy your newsletters, even if they don\u2019t like your face\ud83d\ude12!<\/p>\n\n\n\n

\ud83d\ude10 The Middle 60% \u2013 The Transactional Clients<\/strong><\/h3>\n\n\n\n

These customers are neither good nor bad. They come, they buy, they go. No matter how much effort you put into building a relationship, they often forget where they last ordered from and will switch suppliers without a second thought. It\u2019s not personal\u2014it\u2019s just how they operate.<\/p>\n\n\n\n

\ud83d\udca1 Example:<\/em> You bend over backwards to ensure they get their last-minute order, you spend time with them when they need help and support, only to find out they ordered elsewhere the next time\u2014because that company had a 10p discount!<\/p>\n\n\n\n

\ud83d\ude21 The Bottom 20% \u2013 The Energy Vampires<\/strong><\/h3>\n\n\n\n

Then there\u2019s the small, but loud, minority. These are the ones who don\u2019t just want their pound of flesh<\/em>\u2014they want the whole cow! If you make even the tiniest of mistakes, or there\u2019s an issue, (yes, it happens), they act as if the entire event has been ruined beyond repair<\/strong>.<\/p>\n\n\n\n

\ud83d\udca1 Example:<\/em> You supply 300 latex balloons. One pops. Instead of recognising that balloons, by their nature, can occasionally burst, they demand a refund for the entire order and leave a dramatic review, stating how their event was “completely destroyed.”<\/p>\n\n\n\n

The Reality Check: You Don\u2019t Have to Serve Everyone<\/strong><\/h3>\n\n\n\n

For years, I thought I had to go the extra mile and win over<\/em> every single client. Covid was my biggest eye opener for this, but more about that next week! The truth is:<\/p>\n\n\n\n

    \n
  • You can\u2019t please everyone.<\/strong>\u00a0And that\u2019s okay.<\/li>\n\n\n\n
  • The best businesses thrive by focusing on their best clients.<\/strong><\/li>\n\n\n\n
  • Time spent on the wrong customers is time stolen from the right ones.<\/strong><\/li>\n<\/ul>\n\n\n\n

    Richard Branson<\/strong> once said, “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”<\/em> That\u2019s why we no longer allow abusive customers to dictate how we operate. No one deserves to be berated for things beyond their control.<\/p>\n\n\n\n

    The Takeaway: Focus on the Right People<\/strong><\/h3>\n\n\n\n

    Whether you\u2019re a balloon decorator, a retailer, or a wholesaler, the principle is the same:
    \u2705 Give your best to those who value it.<\/strong>
    \u2705 Respect your worth and expertise.<\/strong>
    \u2705 Let go of clients who drain your energy.<\/strong><\/p>\n\n\n\n

    I\u2019d love to hear your thoughts\u2014have you experienced these customer types? How do you handle them in your business? Reply and let me know!<\/p>\n\n\n\n

    Until next time, keep striving for excellence\u2014but only for those who deserve it. \ud83d\ude09<\/p>\n\n\n\n

    <\/p>\n","protected":false},"excerpt":{"rendered":"

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