scheduling new customers

[David Ilvedson]

Aha!  Take on an apprentice...

David I.



----- Original message ---------------------------------------->
From: Clyde Hollinger <cedel@supernet.com>
To: Phil Bondi <tito@philbondi.com>, Pianotech <pianotech@ptg.org>
Received: Wed, 20 Nov 2002 17:41:44 -0500
Subject: Re: scheduling new customers

>Phil,

>This is not a one-size-fits-all question.  It is important to me that customers
>know they can count on me year after year if they desire regular service.  There
>are some months now that have enough work just from repeat customers, so how can
>I schedule new customers in those months?

>This is the way I do it.  At the end of each month I review how my workload was
>and then keep on record how many new clients I can take in the same month of the
>coming year.  In December I know I can take about 10 new clients, in January of
>2003 about 10 new clients, etc.  Some months I can take more, some less.  I hope
>that makes sense.

>Suppose a new client calls and wants a tuning by Christmas.  I kindly mention
>that I would really like to do it, but that due to how I operate my business (I
>explain) I can't promise to get to their piano until January.  (There are
>currently 14 names on the waiting list.)  Sometimes they are willing to wait,
>because most of my business comes via referrals.  I am comfortable referring
>them to one of my competitors if they need it done before I can do it.  I will
>be able to accommodate about 80 new customers in 2003.

>If a regular client calls with a service need I wasn't counting on, I work them
>in somewhere.  If some cancel out that I was counting on, then I can add a
>couple more.  Sometimes that just about balances out.

>This is not a failsafe system, but it works pretty good for me.

>One final thing:  I burned out at my last job from overwork, so I *have* to keep
>from getting overloaded at this job.  If one can say no to new customers because
>you are already working 70 hours, you can also say no when you are working 40-50
>hours.  Life is more than work.  It's each person's choice.

>Regards,
>Clyde

>Phil Bondi wrote:

>> Greetings.
>>
>> My business is to the point where asking this particular question makes me
>> pretty happy...or sad, depending on your perspective.
>>
>> How many of you schedule new customers 4-6 weeks out when there's plenty of
>> space in between those 4-6 weeks?
>>
>> The reason I am contemplating this is because my own database is doing just
>> fine, and my return visits to these customers are increasing
>> also...and...the dealership I work with who sends me the most work is
>> selling way ahead of last season right now, and the demand for 'warranty'
>> tunings and my time is increasing.
>>
>> How many of you schedule 'new' customers 4-6weeks out when there's room now?
>>
>> This really is a double-edged sword for me. I LOVE being able to respond now
>> to peoples needs seeing that I am in the service industry, but faithful
>> customers and new potentially new faithful customers have me asking this
>> question.
>>
>> I honestly never thought I would ever ask this question....

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