When nobody collects Six finished jobs on the shelf, three of them a month old. What to say, when to say it, and what to write down before it happens again.
Pricing labor without guessing Most shops price a job from memory and lose money on a third of them without ever finding out which third. Here is how to find out which.
Why we never say "ticket" A ticket is a thing you are issued while you wait. A job is a thing somebody is doing. Only one of those describes a repair shop.
The week I counted the phone calls Two hundred and fourteen, in five days. A hundred and eighty-six of them were the same question, and sixty were about something that was already finished.
