Lack of controls
It's easy enough for customer service failures, pricing errors and quality issues to get lost in the shuffle. You need to identify and fix these problems before they do lasting damage.
In my business, one out of 200 times there's a problem with a framing job: the wrong mat, the wrong color and so on. Every screwup gets a "hot ticket" assigned to it. The mistake gets fixed, and every month I have a record of what the problems are and who's causing them.
NEXT: Poor branding
LAST UPDATE: Jun 02 2009 | 3:58 PM ET
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