[pianotech] priorities

[Mike Spalding]

Will,

What a beautifully balanced response. I love it, and will try to 
remember it the next time I am faced with this situation.

thanks

Mike

On 4/5/2012 3:28 PM, Encore Pianos wrote:
>
> 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 5^th .” 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
>