Change Orders

I apologize for the inconsistent posts, but I have been battling computer issues; my computer has decided to flat-line on me.
 
Anyway, I recently came across an article by Realty Times: HOA Pocket Change Orders

by Richard Thompson (http://realtytimes.com/rtpages/20101117_pocket.htm) 

 
The article touches on a key piece of contractual wording to protect the customer; "every project should include a contingency of 10-20% of the total bid for unforeseen circumstances. A contingency gives the [HOA] board/ customer the option to add items during the course of construction. The contingency is not intended to cover major changes to the scope of work that should have been accounted for during the design phase.
 
Two Requirements: To control excessive change orders, your agreement with the contractor should state that:

1. The price of a base bid item will be renegotiated when its quantity increases by more than 10% above what was specified in the original bid document.
2. All change orders are to be put in writing and signed by the board or manager before the additional work is undertaken.

To avoid unnecessary cost overruns, make sure to prepare a well investigated and comprehensive scope of work and never pay for any changes not approved in writing."
 
Also, the article does a wonderful job highlighting a common blunder by many people across multiple industries, the lack of quality control.  Many times minor details can be overlooked, dismissed, or completely ignored, and this is unacceptable!  I feel that there is a disconnect between people and the work that they do, there is no pride of ownership. Tied very close to this very same concept is followup, and follow through. 
 
As a service oriented nation, customer service should be a top priority, and this service does not stop once there is an exchange of services and money.  Good customer service continues days, weeks, months, and years after the initial transaction.  How did the customer feel about the service they received before the exchange?  How did the customer feel during the exchange?  Did everything meet the customers' expectations?  How does the customer feel after the exchange?  Would the customer want to conduct another exchange?  Would the customer refer their friends and family?  These are questions that companies should be asking themselves and that sales staff should have at the forefront of their minds when dealing with customers. 
 

Do you feel the same way?  Are you asking yourself these questions?