Customers get attention like crying babies do
Customers urging for attention
Customers or leads that make the most noise get the most attention. It is like crying babies getting our attention even if they scream for little problems.
It is not because these customers or leads demand a lot of attention they are really worth all of your time.
Somehow you should have a metric to dose the amount of your time for each customer or lead.
Quiet customers need attention
On the other hand when kids are quiet it is when you need to pay attention as they usually are doing things that they shouldn’t. Exactly the same as when you don’t hear from your customer it is urgent to contact them and find out if anything is up or not. They might be considering switching supplier.
A customer or lead that contacts you is actually helping you getting the conversation going.
A customer you don’t hear from is a problem: he needs to be addressed with the best possible and suited message or question. Just sending a newsletter by email is not good enough to engage him: you need to address him with something that relates or matters to him. Using the Internet or RSS feeds for starting to look into their company news, news of their competitors, industry news or market trends in order to formulate a message or a question that could start a conversation.
Distribution if your attention
Still the problem remains as how to distribute your time in relation to the importance of the business or profit they generate. Not easy to measure.
How do you distribute your attention?
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The best plan is to be the best in whatever it is that your customer needs. Happy customers will be quiet and they won’t look elsewhere. When you need to worry is when you know you’re taking shortcuts or are slacking.