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4. EQUIPMENT

    Your equipment should always be clean and shiny. Re-paint scratched or marred machinery. Periodically perform maintenance and minimize any rust. A machine that breaks down on a job wastes time and raises customers' eyebrows. They perceive this as an unnecessary delay impacting your efficiency and wasting their time.


5. INVOICES

    Professionally printed. Look at your competitors' invoices to get ideas on setting-up your invoices. They should have a place to indicate all of the details you want to keep track of. Provide a space for your customers to "approve" your work and pricing. Avoid rubber-stamping your company letterhead on stationary-store invoices.


6. COMMUNICATIONS

    Customers don't respond well to answering machines when they need you in a hurry. They just hang-up the phone and call somebody else. If your office is home-based, answer the phone within two rings. If you must use a commercial answering service, give them a script that assures your customer of prompt attention. Large service companies never use answering machines.


7. COMPUTERIZE

    I cannot over-stress the significance of computers in your business. Computers make it possible to present your company to its best advantage and save enormous amounts of time.

    Word processors — deliver professional-looking documents such as letters and proposals. You can create letterheads yourself and save fees for graphic artists and printers.

    Databases — the ultimate tool for tracking customers and expenses. One can "query" a database, (ask it questions). Where does most of your business come from? Which advertising mediums provide the greatest returns? Which customers provide the most business? What is the status of a particular account? The questions you ask are a direct function of the information you put in, taken directly from your invoices.

    Bookkeeping — Computerized books allow you to calculate company projections, current financial status, payroll, billings, profit/loss statements, prepare year-end tax returns and just about anything else related to your company's finances.

    Performing all of these tasks manually will consume your time. There's no doubt about it; computers are the only way to go.



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Peter Morici - [Intro] | [Articles] | [Email] | [Website]

The views expressed in this article are those of the individual author and do not necessarily reflect the views of the management or staff of MasterPlumbers.com


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