Some time ago I realized that the customers who don't complain are the ones who need special attention. These people, for whatever reason, may be reluctant to tell you directly about something you did wrong on their remodeling job. Consequently, you walk away thinking you did everything right while they're telling their friends about the things you did wrong. Since I count on past customers for referrals and repeat business (these make up about 80% of my customer base), I've found a way for all of our customers, especially the quiet ones, to tell us what we can do to serve them better. Four years ago, we began sending out a job evaluation questionnaire about 30 days after each job is
