[pianotech] priorities

[tnrwim at aol.com]

We have a different opinion and solution to this problem. Ok. But now the next question. Instead of being stood up at the door, what if she calls (pick one), an hour, two hours, the night before, a day before, any time, which doesn't allow you enough time to schedule someone else in that time slot, do you still charge her for lost income and a no show? I realize travel time is worth something, and since I was staying home to work in the shop anyway, the time was not wasted. But what if its the first appointment of the day, and you've got several others to do? Wasted time is wasted time.

Wim  




-----Original Message-----
From: Encore Pianos <encorepianos at metrocast.net>
To: pianotech <pianotech at ptg.org>
Sent: Thu, Apr 5, 2012 1:04 pm
Subject: Re: [pianotech] priorities



Since in her eyes you place no value on your time by not charging for it, and since you don’t seem to mind (you didn’t say anything) driving for an hour just to turn around and go home empty handed, then it must be ok.  So there is no good reason for her not to do it to you again, should a friend call that morning and say, “Let’s go shopping.” 
 
Will 
 
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of tnrwim at aol.com
Sent: Thursday, April 05, 2012 6:25 PM
To: pianotech at ptg.org
Subject: Re: [pianotech] priorities
 
 

Sorry, but there is a charge for time and mileage that somebody needs to be responsible for.


I agree, and in a fair and equitable world, it would be that way. I would have argued with her that I am as important as the carpet cleaner, and that if she didn't have me tune the piano then, I would add the trip charge to the next appointment. She might have accepted that, and even have me come in three weeks to tune her piano, and paid me the extra trip charge. But that probably would have been the last time I saw her. Not only that, she would probably tell a lot of her friends what I did. And at this point, I can't afford to do that. No matter how you slice it, pissing off a customer will not make you any money. 

 

Yes, I lost money today. (Well, I didn't loose money, I just didn't make any). But hopefully I can make money off of her in the future. 

 

Wim

 

 

-----Original Message-----
From: Delwin D Fandrich <del at fandrichpiano.com>
To: pianotech <pianotech at ptg.org>
Sent: Thu, Apr 5, 2012 12:02 pm
Subject: Re: [pianotech] priorities


Well, of course it’s a negative. I would consider standing me up without any notice to be a negative. I would consider saying nothing to be equal to saying my time and that of her carpet cleaner are valuable, mine is not so I’ll just go away quietly. Sorry, but there is a charge for time and mileage that somebody needs to be responsible for.

 

ddf

 

Delwin D Fandrich

Piano Design & Fabrication

6939 Foothill Court SW, Olympia, Washington 98512 USA

Phone  360.515.0119 — Cell  360.388.6525

del at fandrichpiano.com — ddfandrich at gmail.com

 

From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of tnrwim at aol.com
Sent: Thursday, April 05, 2012 2:15 PM
To: pianotech at ptg.org
Subject: Re: [pianotech] priorities

 


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.



 




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