Providing quality work is the #1 criteria for building your business. Without the best quality service, nothing else will make you successful at attracting and keeping customers. They are coming to you based on the results they, or someone you know, previously experienced.  Assess the quality that you, and your staff members, are providing. 

Do you welcome them and encourage them to do business as soon as you answer the phone?  If you don’t have the answer, do you tell them what you’re going to do to get the answer and when you will call them back?  Do you (or your staff) have the expertise to go above and beyond your competition to meet your customer’s needs?  The questions you ask should be based on what type of service you would expect if you were the one hiring your company.  Lay out what steps need to be taken and approximate dates you want to see the changes completed.