In a message dated 12/14/00 4:04:24 AM Central Standard Time, pianola@online.no writes: << What about late appointments? I feel it difficult to find time for tuning when the costumer often comes late home from job and wants me to tune in the evening or on saturdays. How do you handle that? Ola Andersson >> I will wait 10 minutes for a customer to come home, unless it's the last appointment of the day, or I have extra time after the appointment. I then leave a message asking the customer to call to reschedule the appointment. I don't "punish" the customer for missing the appointment. I wrote a post about this several months ago. Even thought WE think the tuning appointment is vitally important, (after all, we make our living this way), the customer has other priorities, and I respect them for that. I only allow one missed appointment, however, If the customer stands me up a second, time it's curtains. I did have one customer call me and tell me she wouldn't use me again, because I didn't wait 20 minutes for her to get home. She realized she was running late, and made every effort to get there on time. She didn't understand that if I had waited more than 15 minutes, that the rest of my appointments would be late. And some customers don't like it when I'm 5 minutes late to an appointment. I don't tune after 5 o'clock, unless it's an emergency. I do tune on Saturdays, because in so many families, both parents work, or it's a single parent home. Willem
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