Business Advice From the Experts

WILMINGTON, DE., July 24, 2008 – Appletree Answering Service CEO, John Ratliff and Donny Deutsch, the host of CNBC’s, The Big Idea, featured a segment on July 24, 2008 titled, “How to Make Good Money in Bad Times”.  Mr. Deutsch and a panel of guests fielded calls and questions from several small business owners and entrepreneurs regarding various topics such as, increasing advertising and marketing dollars, hiring talent and growth in an economic down fall.

Mr. Ratliff was afforded the opportunity to ask a question of the panel.  Stating that even in a down economy, he was able to see consistent growth; yet, asking the panel how to address the ever increasing issue of customer attrition.  Not surprised, the panel seemed well aware of this business challenge. 

Carmen Wong Ulrich, the host of “On the Money”, addressed Mr. Ratliff’s challenge, providing a recommendation for the 80/20 rule.  This rule states that 80% of the business should be viable, profitable, manageable clientele, where as 20% of the business should be the target for attrition.  The entire panel then discussed the inability to reduce natural attrition, while at the same time stressing the importance of spending the time and resources on the clientele that will be long term customers and be looked at as more of a partner in business.

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