The Vital 20 % of Affiliates
It can well be that one single employee, associate or affiliate committed to customer service can make a huge difference in sales, profits and customer service levels. The basic rule is that 80 % of anything is done by 20 %. That is in this case 80 % sales of the sales, profits and customer service is usually done by 20 % of the employees ( or often just one solitary employee).
It might be said that the rest are just deadwood or just putting in time. This is true. However it may take some time and effort to determine which one or ones are that 20 %. On top of that that one worker may be unassuming , be out of the limelight as they are working hard. Or often the case it may be that others either are jealous or in the case of many assumed manager types – regard these highly productive people as threats both to their position and egos and will do everything to either mask and hide these results or even to have these highly productive individuals fired or demoted.
The interesting thing is that often these most productive types are loan wolves who prefer to work alone . Sure teams and groups are fine – but not often for these groups. The most highly productive employees workers, affiliates and associates may be highly social animals – and have the best respect , admiration and relationships with customers and clients yet they may not well fit into the company social activities , golf tournaments and the like. They may even seem bored and uninterested at what may be considered by others as pep rally sales meetings.
In the end appreciate where your firm’s income and sales derive from – this smaller group. Do your best to appreciate , support and not antagonize this group. Those that try to may win the battle in their minds but lose the war.
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