[pianotech] priorities

[tnrwim at aol.com]

Hi Will

What I said to the customer is not important. The point is, you need to keep in mind what the priorities are. 

But anything you say, other than "I understand", with a smile on your face, might be construed by the customer as negative. In fact, reminding her that she made a mistake by not calling you, could be interpreted as negative, no matter how nicely you say it. So unless you have more customers than you can handle, just say thank you, and leave it that.

Wim.



 



-----Original Message-----
From: Encore Pianos <encorepianos at metrocast.net>
To: pianotech <pianotech at ptg.org>
Sent: Thu, Apr 5, 2012 10:28 am
Subject: Re: [pianotech] priorities



Hi Wim:
 
We each make our own decisions on how to handle these things, based on a number of reasons.  Some will charge the customers, some will not.   For me, mostly I don’t.
 
Your points about remaining calm and professional are well taken.  That is the best way to handle things, almost always.
 
I would handle this slightly differently.  After rescheduling the appointment, I would have said to her (politely), “If you had called me to reschedule this even as late as this morning, I would happily have done so.  That would have saved me a half hour drive to your home and now the same drive back, plus my gas.  Please make a point of calling me next time. I’ll see you on May 5th .”  And leave it at that.  
 
It is appropriate for us to share with the customer the notion that they have inconvenienced us.  Particularly in this case.  This seems thoughtless and inconsiderate, since she clearly knew you were coming.  
 
If she took offense at my polite reminder, then I would not want her as my customer.  I am offering a skilled professional service, I value my time, and I am not her dog.
 
Will Truitt
 
 
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of tnrwim at aol.com
Sent: Thursday, April 05, 2012 3:58 PM
To: pianotech at ptg.org
Subject: [pianotech] priorities
 

This is a follow up on Joseph's complaint about customers not showing up on time. 

 

This morning I had a 9 AM appointment about a half hour's drive away, It's the only appointment I had today, as the rest of the day I was going to spend working in the shop. Anyway. when I got there, the customer told me that she was going to have her carpets cleaned, and I needed to reschedule the appointment. Now mind you, this was a pre-scheduled appointment, set 6 months ago. Not only that, but I had sent here a post card AND an e-mail to remind her of the appointment a week ago, to which she replied that she would be there. 

 

Was I pissed? Yes. Did I call her all sorts of names under my breath? Yes. Did I show it? No. I told her I understood, and re-scheduled the appointment for next month. 

 

The point is, for her, getting the carpets cleaned was more important that getter the piano tuned. As much as we want to think that having a piano tuned is the most important thing, for most customers, it's way down on their priority list. We need to remind ourselves that customers spend discretionary income on us, and will, at the drop of a hat, spend it on other items in a minute. (Or will schedule other events). If we piss off the customer by showing displeasure or letting them know in anyway that we're not pleased with their decision not to have the piano tuned, it will do nothing more than convince them that they need to spend their money elsewhere. 

 

So the next time a customer shows up late, or cancels the appointment after you get there, remember that having them give you money is a blessing, not a priority. 

 

Wim Blees RPT

Hawaii


 


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://www.moypiano.com/ptg/pianotech.php/attachments/20120405/c2510fce/attachment.htm>