What to do after a no-show...

[Mike Kurta]

    I had a no show yesterday.  Left a business card in the door, customer
called back shortly, very apologetic, saying she had forgotten to turn over
the page on her calender.  I never charge for missed appointments because:
    1.  I may have made the mistake on the date or time.  It has happened.
    2.  With a first time customer, it immediately leaves a bad feeling.  If
a customer does it more than once,  I courtously suggest that they find
another technician, trying not to lecture.  That has also happened.
    3.  People are human, havn't we all missed an appointment?  Its not
deliberate.  Give the customer the benefit of the doubt.  I had a lady miss
her appointment because she had to rush to school for an injured child and
forgot to leave a note.  Things happen.....
    I can understand the viewpoint of many, charging for missed
appointments, I guess I'm not willing to lose a customer, and maybe others
they talk to because of an oversight.....
    Mike Kurta
----- Original Message -----
From: <JIMRPT@aol.com>
To: <tito@philbondi.com>; <pianotech@ptg.org>
Sent: Tuesday, February 04, 2003 11:27 AM
Subject: Re: What to do after a no-show...


> In a message dated 04/02/03 11:17:55 AM, tito@philbondi.com writes:
>
> << Leave a letter >>
>
> No, leave a bill and say no more... If the customer contacts you they are
a
> real customer, if not....... you are better off without them in your
customer
> file.
>  Of course the bill could contain a verrrry brief explanation of the need
for
> the charges. Remember your time is the 'only' thing you have to sell and
if
> you were peddling potato chips would you leave a full bag, that had been
> ordered, at the door without expectation of being paid?????
> My view.
> Jim Bryant (FL)
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