List, I apologize. I had started that response to Dick, someone called, I put it in "send later" and you know the rest.... So, I'll start again: Dick, These situations almost always are difficult at best; therefore I evaluate each one individually. I generally do charge for call-backs, but I try to use tact and diplomancy when I am on the phone with the customer setting the callback appointment. I will delve into the subject of what is going on, reminding them of their responsibility to service their pianos regularly and the consequences that result when they don't. Many times I am able to persuade them that everything is quite all right, that the perceived problem really isn't, that the problem is one of needing more service than was done at this call, or that it can wait till my next service call. When I do set an appointment for a call back, the customer and I have discussed the situation clearly--if the problem is something I did not take care of that I should have taken care of, then I do not charge. If the problem is not of my doing, during this phone conversation the customer has already agreed--before I come back-- they will pay my service fee. I don't recall a time that I haven't been paid when I followed my own guidelines. Gina Carter
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