Introduction


As you arrive at Steps 12 & 13 it’s tempting to start celebrating. After all, the finish line is near and all the “hard stuff” is done. It’s time to pat yourself on the back. Or, is it? I’ve seen long term client relationships fall apart at this critical stage of the process because of one or two nagging or neglected deficiencies.

Since deficiencies occur with regularity—you can guarantee every project will have at least a couple—a commitment to resolve them broadcasts your high standards to clients and trades.