Don Rose, RPT posted: >>...Should I "walk away", charge extra for every tuning, or charge a service call for each visit...Recommendations PLEASE!<< There is this general concept I entertain called "old activity" and "new activity". The gist is as follows: I usually make an effort to notate all services performed on the invoice for each visit to a piano. Then if there is a call back, the problem either falls under the categories of "old activity" (what is on any previous invoice), or it falls under "new activity" (not on any previous invoice). If it falls under "old activity" I am accountable. If it falls under "new activity", the customer is accountable. There is plenty of room to manuever under "new activity", but little to none under "old activity". And what Newton Hunt posted: >>Sometimes you need to cut your customer free...<< It certainly takes courage to do this, but if other tuner-technicians are in the area, it could be the most professional thing to do. It is for certain some customers don't worry about loyalty to a particular individual, group, or company. However, as a customer myself, I shop around until I find what it is I'm looking for in a product, services, etc. The loyalty I give begins when my needs are met and ends when they are not. I expect no less and no more from the customers I serve. Keith A. McGavern, RPT Oklahoma Chapter 731 Oklahoma Baptist University Shawnee, Oklahoma
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