What do you tell... + a true story

[Yardarm103669107@AOL.COM]

In a message dated 3/3/2001 12:03:00 PM Central Standard Time, 
kam544@flash.net writes:

<< The lesson I learned here is, don't go doing unnecessary service work,
 however minor, on someone else's property, thinking you're going to be a
 hero and appreciated, until you clear it with the owner/player.  Otherwise,
 it could very well be a huge disservice. >>

Keith and all:
This is a really important point. It goes to the heart of what we do, and 
don't do enough. Communicate with our customers! Even though bad news (a 
needed repair, a full restoration, etc.) is difficult sometimes to get across 
to our customers, that's essentially what they're paying us for--direct 
communication about something they know little about. Better more information 
than less, as long as it is as clear as possible (this requires work), and 
contains possible solutions, painful as they may be. It really requires 
engaging our clients; in the long run, they'll appreciate it even if they 
don't show it now, and we will be doing our jobs more fully. Thanks, Keith. 
PR-J