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Small jobs carry almost the same fixed costs as big ones. Here is how hourly, minimum-plus-hourly, and flat-rate pricing each handle that, and which one holds up.
Continue reading Pricing a Two Hour Repair Call Three Ways, and Which One Stops Losing Money
A complaint lands in a queue in front of somebody with a script and limited authority. Knowing what that person can and cannot do changes how you write it.
Continue reading The Queue Behind the Contact Form: What Happens to a Complaint After You Send It
A funeral in the first week runs on other people's signatures. Here is who signs what, in what order, and how electronic filing changed the wait.
Electronic filing, e-signed authorizations and posted price lists have quietly reordered the first week after a death. Here is what a household actually has to hold.
Continue reading Arranging a Funeral This Week? The Paperwork Has Changed, and Mostly in Your Favor