These originally appeared in Don Taylor's popular business book, Up Against the Wal-Marts. They offer good food for thought for contracting companies as well. Here, I offer them with some commentary aimed particularly at this magazine's audience.
Everyone has the right to expect a job done right and on time. However, most construction clients don't expect to be treated with uncommon courtesy. For instance, they don't expect everyone they speak with from a contractor's organization to be polite, cheerful and helpful at all times. They don't expect follow-up calls after the job asking how everyone performed. They don't expect a thank you card and gift after the job is done.