MARCH JLC 1998 It was a Saturday morning, and I had planned to spend the day getting some overdue bids out. But when I answered the phone, I heard the strained voice of one of my clients saying, "Please, come over. My husband and I have been arguing about the kitchen cabinets for two days." These are words any contractor hates to hear. In this case, the cabinets were on order, the deposit had been paid, and delivery was expected the next week. No matter what happened, I knew it wouldn't be a peak experience. It would probably cost money or make for an unhappy customer, or both. But I had to handle the problem immediately, because delays
