Brad Sugars breaks down Service Mastery and the importance of creating good customer service for customers and clients. Service Mastery is about getting from chaos to control, getting predictable and consistent delivery of services to every customer. People have a relationship with a business – not the business overall but the people within the business. If the people within the business are good, customers believe they receive good customer service. Brad breaks down the ABCD’s of the ideal customer: Awesome, Basic, Can’t Deal With and Dead. Brad explains the 80:20 Rule – the top 20% of your customers provide 80% of your business.