You’re sitting at your computer, working on your daily tasks when all of a sudden you get excited. A new customer just converted on your website. Not just any customer, I’m talking about a whale. Someone who will generate tons of revenue for your company, be it a one-time deal or on a recurring basis. You immediately stop what you are doing and turn to your co-worker: “Holy crap, did you see the customer that just converted? This could make us a lot of money.” You decide to give this customer 5-star service. They ask a question that could take 30 minutes of your time to answer? Who cares, we could get paid a ton it’s worth the time. You do whatever it takes to keep them happy and close the deal. You need this whale to give you cash, at any cost.
Does this sound familiar? What about your small customers that come in? Do you give the same urgency, care and attention to the small fish in the pond?