Customer ethics--no more extras!

[richard.ucci@att.net]

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Ron,

As one who has hade a rash of no shows this last summer, I know what a tough position it puts us in. I already told a client who had an obvious disregard for the value of my time to find another tuner. 
Others I don't call back and wait to see how long it takes for them to finally contact me.

 I would consider telling them that there is a missed appointment fee of half what you charge and make it sound like it is the dealer who is getting the money.

Rick Ucci/Ucci Piano

-------------- Original message from Ron Nossaman : -------------- 

> 
> >I am more frustrated with customers than I am with the dealers. I usually 
> >charge the dealer something if my appointment goes into overtime, but I 
> >always give them a good deal. I have good relationships with them, and it 
> >has paid off. Lack of customer loyalty is my gripe here. MOst of the 
> >people who do the "free" tunings here do little more than that, and often 
> >don't even do a necessary pitch adjustment. I have always tried to make 
> >sure the customer is well taken care of, and as Mr. Bullock said, it is 
> >usually not recognized. 
> > 
> >Thanks for the input, 
> > 
> >Dave S. 
> 
> Dave, 
> At the risk of aggravating the situation, I'd like to offer an observation. 
> I really - REALLY - dislike the concept and use of the term "free" tuning. 
> The implication (because of the word "free"), and resulting practice, is 
> that since it is "free" there's no penalty for being unavailable at the 
> time of the appointment. The assumption being that the tuner is paid by the 
> dealer whether he does any work or not (as is apparently the case in the 
> situation between the customer and their employer), and nobody pays a 
> penalty for a no-show. Far and away, the worst record for folks standing me 
> up on a scheduled appointment are for dealer tunings. That leaves me in a 
> position to decide who eats the income loss. By all that's right and 
> proper, it ought to be the twit customer who couldn't be bothered to meet 
> their commitment to someone else's time and livelihood, but they don't see 
> it that way because the tuning was "free". The dealer, rightfully, 
> shouldn't be liable for the service call for obvious reasons, nor is he 
> going to be amused if I monetarily penalize the twit customer for wasting 
> my means of eating. So I get a choice. I either offend the dealer, offend 
> the customer and the dealer, or take my shafting quietly without raising a 
> disturbance. I'll get the shafting in any case, but I get the luxury of 
> determining what sort of disturbance I'll cause en-route. A dubious benefit 
> at best... 
> 
> Ron N 
> 
> _______________________________________________ 
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