James Schramko here. Today, I want to talk about customer capacity. When we think about serving customers, it’s automatic to think about what if the customer uses up the maximum bandwidth available to them? The reality, of course, is that not all customers will avail themselves of every possible resource that you offer.
For example, I do personal coaching and I have hundreds and hundreds of members. Now, if every single member asked me a question every single day that might get overwhelming. The reality is that only some of those people will ask a question some of the time, so it’s actually quite easy for me to manage that workload. And I’ve set my business to manage the average workload so some people will be hyper users. They will use more resources than what they’re paying for and other people will use less resources than what they’re paying for. And then there’ll be people in the middle.
In fact, there’s a thing called a bell curve. It goes a bit like this and that’s about the distribution you’ll get. There’ll be a few people who are excessive users, a few that hardly ever use it, and then most people somewhere in the middle. So whatever service you’re offering, if there is a concern of yours that people will use all the capacity, it’s just not how human behavior works. There will be an unequal distribution and as long as you can manage the average or the median distribution, then you’re going to be just fine.
I’m James Schramko. I hope you’ve enjoyed this tip. This is jamesschramko.com.
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