Our business closely matches the Pareto Principle, where 80 percent of your outcomes come from 20 percent of your inputs.
80% of our time is spent on 20% of the customers, whereas 20% of our customers provide 80% of the revenue.
20% of complaints take 80% of our complaint handling time.
I could go on, but you get the picture.
1. We automate everything we can. For example sending customers their parcel tracking number and a link to the courier's tracking website cut down on "Where is my parcel?" phone calls by 90%.
2. We never tell customers they aren't wanted. There aren't many we don't want. They can however, be "discouraged".
3. See 2.