Building contractors and tradespeople see themselves primarily as craftspeople — product providers rather than service providers. But today's consumers take quality and craftsmanship for granted. As the balance of dollars spent in the construction industry shifts from new construction to renovation and repair, consumers increasingly see the construction industry as a service industry. According to a survey published in Remodeling magazine, customers dissatisfied with their contractor were bothered most by three things: failure to follow through on promises and make corrections promptly, failure to finish the project on time, and lack of promptness in returning phone calls. Surprisingly, quality of work trailed these three service- related items. Making your business more customer oriented pays off. Satisfied customers generate repeat business and referrals. Think about all the different jobs
