Our company has a motto that plays off our business of remodeling: Building the Future, Reshaping the Past. When we sent performance questionnaires to our customers, we learned that the best way to build our company's future is to reshape the way we had done things in the past. With a simple 11-question form (see questionnaire, below), we find out from our customers what we do that pleases them and where we can improve. In as long as it took for a brainstorming session, we came up with a form that we can use for all our customers. Our $2 million in business comes primarily from multifamily remodeling, but we continue to remodel single-family homes, which is the root