Customer ethics--no more extras!

[James Grebe]

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I call the night before always AND when I don't, no shows are common
James Grebe
Piano-Forte Tuning & Repair
Creator of Handsome Hardwood Caster Cups
WWW.JamesGrebe.com
1526 Raspberry Lane
Arnold, MO 63010
BECOME WHAT YOU BELIEVE!
pianoman@accessus.net
  ----- Original Message -----=20
  From: William R. Monroe=20
  To: Pianotech=20
  Sent: Tuesday, September 21, 2004 1:56 PM
  Subject: Re: Customer ethics--no more extras!


  Does anyone call their clients the night before?  I never used to, =
and, in fact, despise the practice in priciple.  I just don't like the =
thought that I'm enabling people to not have to keep track of their =
appointments.  However, I'm more OK with enabling than I am with lost =
income.  I call every night to confirm tomorrows appointments, and since =
I started, zero no-shows.  Never fails, BTW, the one time I don't call, =
it's a no-show.

  William R. Monroe
  Madison, WI
  Assoc.
    ----- Original Message -----=20
    From: richard.ucci@att.net=20
    To: Pianotech=20
    Sent: Tuesday, September 21, 2004 7:51 AM
    Subject: Re: Customer ethics--no more extras!


    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.=20

    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 : -------------- =


      >=20
      > >I am more frustrated with customers than I am with the dealers. =
I usually=20
      > >charge the dealer something if my appointment goes into =
overtime, but I=20
      > >always give them a good deal. I have good relationships with =
them, and it=20
      > >has paid off. Lack of customer loyalty is my gripe here. MOst =
of the=20
      > >people who do the "free" tunings here do little more than that, =
and often=20
      > >don't even do a necessary pitch adjustment. I have always tried =
to make=20
      > >sure the customer is well taken care of, and as Mr. Bullock =
said, it is=20
      > >usually not recognized.=20
      > >=20
      > >Thanks for the input,=20
      > >=20
      > >Dave S.=20
      >=20
      > Dave,=20
      > At the risk of aggravating the situation, I'd like! to offer an =
observation.=20
      > I really - REALLY - dislike the concept and use of the term =
"free" tuning.=20
      > The implication (because of the word "free"), and resulting =
practice, is=20
      > that since it is "free" there's no penalty for being unavailable =
at the=20
      > time of the appointment. The assumption being that the tuner is =
paid by the=20
      > dealer whether he does any work or not (as is apparently the =
case in the=20
      > situation between the customer and their employer), and nobody =
pays a=20
      > penalty for a no-show. Far and away, the worst record for folks =
standing me=20
      > up on a scheduled appointment are for dealer tunings. That =
leaves me in a=20
      > position to decide who eats the income loss. By all that's right =
and=20
      > proper, it ought to be the twit customer who couldn't be =
bothered to meet=20
      > their commitment to someone else's time and livelihood, but they =
don't see=20
      > it that way because the tuning was "free". The d! ealer, =
rightfully,=20
      > shouldn't be liable for the service call for obvious reasons, =
nor is he=20
      > going to be amused if I monetarily penalize the twit customer =
for wasting=20
      > my means of eating. So I get a choice. I either offend the =
dealer, offend=20
      > the customer and the dealer, or take my shafting quietly without =
raising a=20
      > disturbance. I'll get the shafting in any case, but I get the =
luxury of=20
      > determining what sort of disturbance I'll cause en-route. A =
dubious benefit=20
      > at best...=20
      >=20
      > Ron N=20
      >=20
      > _______________________________________________=20
      > pianotech list info: =
https://www.moypiano.com/resources/#archives 
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