Columnist Jim Olsztynski presents a perspective on good customer service - from the customer's point of view.
I hate it when I have to pay you more than I expected. I don’t give a snot about the semantic distinction between an estimate and a quote. I want to know how much the job is going to cost before it starts. Yes, I understand that may change with changes in the work, but I expect to know exactly how much those changes will cost before I approve them.