NOVEMBER JLC 2000
When speaking to groups about
the Lead Carpenter system I have
developed, I introduce a concept that
makes a distinction between "happy"
clients and "satisfied" clients. At first
glance, there seems to be no distinction
at all. But the way I look at it, there is a
subtle difference in these words, which
speaks to an enormous difference in
action as well as profitability.
A "satisfied" client is one who
receives everything he contracted for in
the beginning and nothing less.
Typically, he has faced an array of
budget driven choices while picking
through material and component
options. He may not be thrilled by
some of those choices, but he understands
them and the fact that