Burr is an example of what gives the home improvement industry the reputation it deserves: broad promises without the resources or commitment for completion, combined with an unlimited library of excuses. Through it all, Burr uses their bravado and swagger to deflect any questions, suggestions, or complaints. They shall not be ashamed, no matter how bleak the circumstances that they create for themselves.

Where I went wrong: I didn't check enough customer references to fully understand Burr's strengths and shortcomings. Strengths: work quality and persistence in cashing checks. Weaknesses: poor project management and resource coordination combined with a compete disregard for the customer.

Attention Business Consultants: Burr needs help! Their basic model is sound. If only they could say what they will do -- and then do what they say.