An Example
At an electric utility
- The top 350 business clients are served by six people.
- The next tier of 700 are handled by six more,
- 30,000 others get two reps to serve their needs.
- Meanwhile, the 300,000 residential customers at the lowest end are left with an 800 number.
- “No one is ignored, but our biggest customers certainly get more attention than the rest.''