Make your customers happy because your customers will repay you many times over in repeat business and referrals. Documentation is an important part of a zero punch list program. It's the way busy minds keep track of details. It's the way we communicate expectations to other parties and are able to check off what is done and what is not. If your company is technologically savvy, substitute with PDA's, laptops and e-mail. It doesn't matter as long as the items are tracked and monitored.
Create lots of buzz about your zero punch list program at company meetings, in your newsletter and in client meetings. Tie rewards to it for good performance and get customers to rate how well your company finishes its jobs. Striving for zero on your punch lists is the right way to build your business.
Linda Hanson, CMC, is a certified management consultant and author of 10 Steps to Marketing Success. She writes, speaks and consults on marketing, management and customer service issues and can be contacted at www.llhenterprises.com. Sign up for her free newsletter The Superior Performance Report.