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. Definitions 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
