---------------------- multipart/alternative attachment Peter, This brings to mind the experiences and practices of a local fellow technician. While he was still starting out in this business he made extra income working as a "mystery shopper." In his case he was being paid by banks to visit the numerous branch banks, making general observations about how the service was, making numerous complicated inquires of the customer service reps, etc to see how well they were doing their jobs and how pleasant (or not) they were to him. He'd write up reports, at least part of which were scoring aspects of the interactions (zero to five points, zero poor service, five excellent). He applied some of this experience to his piano service business by sending followup letters to a certain percentage of recent customers, which: 1) Most importantly, thanks the customer for their business. 2) Asks the customer to participate in a survey for the purposes of achieving high customer satisfaction 3) Has several "0 to 5 point" questions, such as "were you satisfied with the service provided," "was the technician on time for the appointment," "did the customer explain to you how often a piano should be tuned," etc. "Will you use our services again in the future?" "If not, please explain (we want to have satisfied customers!)" "Would you recommend my services to friends and neighbors?" I think he found the feedback to be valuable in helping himself improve in a few aspects. I believe he stopped the practice after several years (when he was too busy, and felt that he had confirmed a high level of customer satisfaction). 4) Encloses a stamped self addressed envelope along with the survey form. Patrick Draine On Dec 16, 2004, at 7:49 AM, Aps322@aol.com wrote: > I am looking for some helpful tips on how to go about asking them, > without sounding defensive, whiney, etc. > > > Specific ways to phrase the questions, approaches, etc would be > helpful if anyone has a proven method. what has felt most effective: > phone? letter? postcard? etc. > > Peter > RPT ---------------------- multipart/alternative attachment A non-text attachment was scrubbed... Name: not available Type: text/enriched Size: 2288 bytes Desc: not available Url : https://www.moypiano.com/ptg/pianotech.php/attachments/24/d8/54/2c/attachment.bin ---------------------- multipart/alternative attachment--
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