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	Subject - How do you handle your quality assurance? John A. Peters I have found that some companies require their technicians to have the customer fill out a customer comment card. I have an example here, from the painter, that says, how you feel about the PAINTING job we did for you and they ask the customer to check mark whether was exterior, interior or both and then they give a scale of 1,2,3,4,5 with 5 being very happy and 1 being unhappy. The second question is how you rate the painter and the third one is how would you rate the company and finally would you hire the company in the future, and may we add you to our reference list? I guess this works okay but we have not implemented it. Have you? In the past I tried sending out a letter asking people to fill out a form like that and mail it back, but I got very poor response. The best results so far have been to send out a questionnaire by e-mail. But rather than having a series of questions to answer, I finally get a much better result if I just tell them for example of that we want some feedback and constructive criticism and that if we do not hear from you we will assume that you would rate us either a 9 or 10 on a scale of 1-10, ten being the best. Somehow this motivates them to talk to us. As you can see if we don't hear from them they are giving us an excellent rating and that kind of gets them going. Often as not we gety a bunch of positive complements, and sometimes I tell them well that is fine, complements a great, but we really can't learn from complements we need constructive criticism. Does anybody have any ideas along this line? Wirenutz that's a tough one John, mainly because most people don't really know a good sparky from a bad one as pertains to our trades intracies i would venture many would simply point out courteousy and cleanliness, as well as the rest of the boy scout creedo i suppose most of us are keen to sociability being the lubricant of good biz, yet few of us are judged by our peers as to our level of tradesmanship ~W~ wilkie We give each customer a "happy call" within two to three days of delivering service. We ask them everything we need to know and thank them for their business. They have already recieved a thank you card from us as well.