Dennis asks: >Who would get the wrap for that? Depends on whether lunch is included? David Skolnik no location for this one At 10:43 AM 11/18/2009, you wrote: >Right.... I would wager that almost everyone one of us have been >in a similar situation at least once. What do you think would >happen if the Jeannie left the piano unfinished and the customer >unsatisfied? Who would get the wrap for that? From lessons I have >learned though, we do have a fairly good idea of what the dealer is >thinking about in terms allowed hours to deal with problems. When >faced with something beyond that normal parameter it is always wise >to stop and get approval first. It's clear the customer never >expected the technician should donate that extra time, so actually >there is some leverage. If I honestly felt cheated out of several >hours of labor on a particular case there is no way I would ever >have association with whomever was responsible for that >again. Simple business. Dealers understand that too, and if you >made the customer's day they are going to want you back as well. I >never could understand why piano warranty service seems to work so >differently from warranty service of any other product. Technician >owned dealerships are much more likely to catch these problems >before it gets to the customer's home, where it often can cost more >to fix than the overall margin can afford. Sad situation... > >In some cases I have suggested to the dealer that when a particular >customer specifically requests my service, and the rate is beyond >what the dealer normally budgets for house calls, then why not >explain this situation and offer the customer to either pay the >difference or work with a regular dealer tech??? Sorry- that leads >into another subject, so never mind. > >best, > >Dennis Johnson >_ -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://ptg.org/pipermail/caut.php/attachments/20091118/0c6a3c18/attachment.htm>
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