Do 20% of your customers provide 80% of your revenue? 
If the answer is yes (and for most businesses, it is), then it’s time to start treating those customers like the VIPs they are.
The truth is, when your most valuable clients need to reach you, get information, or access important files, they shouldn’t have to wait. The easier it is for them to work with you, the more likely they are to stay—and the harder it becomes for them to justify switching vendors.
Hi, I’m Joe Wainz, President of Turtle Works, and in this final part of our three-video series, we’re going to talk about something critical to modern client relationships: self-service.
Let’s Recap: What We’ve Covered So Far
Video 1: We explored tracking—how to stay on top of client needs and internal processes.
Video 2: We discussed triggers—automations and reminders that prevent tasks from slipping through the cracks.
Today: It’s all about giving your clients anytime, anywhere access to the people, information, and documents they rely on.
A Real Story: Roy’s Turning Point
Let me tell you a story about a business owner named Roy.
He called me and said, “Joe, I need help. Things are falling through the cracks, customers are frustrated, and we’re losing money on some contracts.”
Roy had been running a successful company for 15 years, doing things the same way. But suddenly, it wasn’t working anymore.
He didn’t even know where half the contracts were. On a laptop? The file server? Maybe still buried in someone’s inbox?
His business partner, Mark, chimed in: “When customers call with questions, it can take hours to get them an answer.”
That’s when I introduced them to a self-service system designed to connect them more seamlessly with their five biggest clients.
The Result? A Total Transformation.
Roy and Mark implemented a platform that allowed customers to:
- Securely store their own documents
- Access those files anytime, without waiting for staff
- Communicate via built-in chat when needed
The outcome?
- 80% reduction in emails and calls related to contracts
- Clients were happier—and so were Roy and Mark
- Administrative burden on both sides dropped dramatically
- $24,000 in annual savings thanks to better organization and fewer service delays
Roy and Mark are now back to winning.
Why Self-Service Systems Are a Game-Changer
This isn’t just about convenience—it’s about retention, efficiency, and scalability.
- 69% of customers try to resolve their issues on their own before contacting support. (Source: Zendesk)
- 91% of customers say they would use an online knowledge base if it were tailored to their needs.
- Businesses that provide self-service options can reduce support costs by 25–30%. (Source: Gartner)
So if your top 20% really are generating 80% of your revenue, imagine what happens when you make it costly for them to leave—not with penalties, but with ease, efficiency, and empowerment.
Technology Is Not the Problem—Training Is
Many business owners admit to me, privately, that they’re not really sure how to use tools like Microsoft Teams or SharePoint to streamline client collaboration.
That’s why we created a short, free training series to walk you through it.
In it, you’ll learn:
- How to track and trigger the right actions before problems arise
- How to securely share files and data with clients, so they never feel ignored
- How to reduce dependency on email and improve your responsiveness through smarter systems
👉 Click here to access the free training.
Final Thoughts
The world is changing. Clients expect more speed, more clarity, and more control.
The good news? You don’t have to work harder—you just have to work smarter.
And when you align your technology with your processes, you don’t just make things easier…
You make your clients fall in love with how easy you are to work with.
Are you ready to turn daily clients into raving fans? The next move is yours.