When a business comes to me and asks for help in delivering consistent quality service……
I always start with the leaders. Why? It works.
The 80/20 rule (Pareto principle) is derived from Italian economist Vilfredo Pareto who created a mathematical formula based on an observation that only a “vital few” of the peapods in his garden produced the majority of peas.
Originally, the Pareto principle referred to the observation that 80% of Italy’s wealth belonged to only 20% of the population.
Some other examples of the Pareto principle playing out in society include:20% of criminals commit 80% of crimes
20% of drivers cause 80% of all traffic accidents
80% of pollution originates from 20% of all factories
20% of a company’s products represent 80% of sales
20% of employees are responsible for 80% of the results
20% of students have grades 80% or higher
In business, we would say that 20% of the inputs or activities are responsible for 80% of the outcomes or results.
So, when it comes to service, you and your team are “the vital few” in the garden that need to be nurtured. This is where 80% of your company’s efforts will come from in shifting the dial towards a culture of a service mindset.
When your leaders feel invested in, cared for, and know their potential, or how far they can grow in a business, they are not only engaged in what they are doing, but inspired to do more.
When it comes to service, you and your team are “the vital few” in the garden that need to be nurtured.
‘Love Being in Service’