Festool Remodelers' Roundtable

Annette Mercado: Instead of collecting the last payment when we're done, we wait a few weeks and go back with the camera and a bottle of wine to give them as a gift. Then we sit around and talk about what they liked best about the project. We get more feedback from everybody when it's all of us sitting in a group talking rather than waiting for a questionnaire to come back.

Dan Rush: I offer a lifetime warranty on kitchen tune-ups, or cabinet tune-ups, or whatever it is.

In the end, I think it really goes back to what I said at the beginning: it's all about service, service, service — the service of developing a relationship with your clients.