Small things make good impressions. I've learned a lot by watching contractors, electricians, piano movers, and cable and phone company people who come to my house to do work for me. The things that I like I apply to my way of working. The things I don't like, I will make sure I don't do to my customers.

The first thing is a fast response to the initial call. When I call someone to do a job for me, I expect a call back within a day to set up an appointment. Next, I don't want the appointment to be a four hour range. I also expect the person to be on time. If the appointed hour can't be kept, I will expect a phone call ahead of that time, not after it's already late.

I think I should be able to expect at least one day's notice for a cancellation. If I take a day off to wait, and I am canceled the same day, who is going to pay me for my day?

When the person arrives at my house, I want to see someone friendly who smiles. I can tell if a person is angry, stressed, or nervous. If the person seems relaxed and nice, it makes me feel relaxed, and I will leave that person alone to do the job that much faster. Finally, I would like to see someone who looks clean and is dressed reasonably.

When we experience things first hand it makes a strong impression and we can learn from it.