Although the walkways turned out very well, we were disappointed because the job was not initially finished as promised. However, once we contacted Miller's about what was left undone, they responded promptly and wrapped up the job. I'll start with the positives: 1) The walkways were done very well and look nice. 2) The crew who poured the cement worked hard and was quiet and efficient. And now what didn't go so well: 1) We got the estimate in early April. We had to call a few times to schedule the work. Our first message or two was not returned. 2) The crew didn't show up at all on the day we were told work would begin. Instead of Miller's contacting us regarding the delay, we had to call and were told the crew had to finish another job. Our project was rescheduled to the next week. 3) When the crew showed up the following week, the first two guys had no idea what they were there for. They asked me if they should start shoveling the rock perimeter in the front yard. I had to explain our project involved only the back yard and showed them a diagram and instructions my husband fortunately left, just in case. The crew leader appeared to know more but it wasn't clear how much instruction had been given about what our project entailed. 4) The workers asked me where to put the ornamental rock they moved to pour the sidewalk. I asked them if they planned to put the rock back once the forms were removed and they said yes. I then suggested putting the pile near the walkway so it'd be easier to put back when they were done. They left without putting the rock back. My husband had to shovel the rock instead. 5) They also left without reinforcing the fence posts. We had to contact Miller's and ask that the work be completed. Okay, now for the rest of the story (another positive!): The owner followed-up with us immediately after receiving our complaint by e-mail. He apologized profusely and graciously offered to have the workers return and complete the job at no additional cost. The two workers who showed up to reinforce our fence posts were punctual, knew exactly what needed to be done and had the job finished in 20 minutes. If I was asked to provide advice to the merchant, I'd say their communication with staff and customers before, during and after projects needs work. There should be a confirmation call to the customer to make sure details are set and expectations outlined before the work begins. If a crew can't show up on the day a project is to begin, contact the customer to say so and offer an alternative. Finally, I'd suggest a follow-up e-mail survey, inquiring about the quality of work, whether the job was finished to the customer's satisfaction, allow for comments, etc. There are several internet survey sites that can easily be set up to perform such an inquiry.