I don't get alot of time to read or reply as much as I would like, our shop has been very busy and I think our key marketing tool has been " do what you say and if you cannot, pick up the phone" We get so many customers say " I thank you for calling " I always ask, why do you say that? The response is consistant, You are the only contractor that has called us when you can't make it or do exactly what you said. Communication is key! We rarely lose a client that has done business with us. Therefore our client base is always growing. Also, it takes alittle common sense, which seems to be a valuble commodity these days, when a company makes a boat load of money, like in the late 90's, put some away for a rainy day! Easy stuff!