[pianotech] priorities

[Robert Wilson]

It's a very fine line deciding how to play it, but the two things to remember are:-

A/ You can never win an argument with a customer.  (You win the argument and you lose the customer!)

B/ Of course you are in the right, but sometimes you can be wrong just by being right!

Bob Wilson
London




________________________________
 From: "tnrwim at aol.com" <tnrwim at aol.com>
To: pianotech at ptg.org 
Sent: Thursday, 5 April 2012, 20:57
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
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