You’ve heard of the 5 W’s and the H: Who? What? When? Where? Why? and, How? You might have thought you only had to worry about them for your elementary school grammar teacher. Wrong.

These words offer a handy way for you to keep track of the info you need to collect from your customer for every job you do.

Each one is a gateway to additional related questions that will help you understand your customer’s needs and expectations as well as keep you on track to fulfill the order the right way.

Often, an important detail is missed between what the customer thinks he told you and what you think you heard. Sometimes, that single detail can wreck a whole job.

You can make up your own questions and format them. The important thing is to do it. If you’re new to the game, anticipate all the things you believe you’ll need to know and set them down. (If you’re not sure, call us for help – 1-800-331-1891 and ask for the marketing department.) If you’ve been at it for awhile and still don’t have your own cheat sheet, think of all the things you wished you had asked on jobs in the past – particularly the ones that gave you the most trouble.

Once you’ve got your questions, go for the answers each time you deal with a new – or former -- customer. You can fill it in together and get them to sign off on it. Each keeps a copy and that becomes a record for both of you -- adding changes, dated and initialed, as you go along.

The basics work every time and earn you a 6th W . . . as in Win return business!