What Building a Home Can Teach About Customer Service

Reprint from American Fastener Journal, July/August 2019

About 12 years ago, my wife and I built the house we currently live in. I acted as the General Contractor. Although for many, this choice turns out to be a disaster, it went reasonably well for me, and in fact, I enjoyed doing it. So it is no surprise that I should find myself once again playing General Contractor in a major construction project.

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