This Uncle F.E.S.S. training idea starts with the 80-20 rule, better known as the “Pareto Principle.” In 1906, Vilfredo Pareto, an Italian economist, found that 20 percent of something is always responsible for 80 percent of the results. For example, 20 percent of your inventory will create 80 percent or more of your sales.
When an Atlanta sign company tackled excessive employee turnover, it found a lack of training, and the 80-20 rule was generating stress, anxiety, and frustration for its telephone people. Of its product and service inquiries, complaints and questions equaled 80 percent of what the telephone people were dealing with. Only 20 percent were product orders. Next, the company brainstormed answers to the 10 most ...