Dear List: Here's a question to think about. First, a scenerio. A customer calls you to fish pencils out from behind the fallboard of a grand piano. You know that the job will take less than 5 minutes to perform, but you are also mindful of your own expenses associated with performing any service call so you charge a Minimum Charge, based on, say, an hour of your time. Do you .. a] Grab the money and run upon putting the case parts back together when you've been in the house for all of 5 minutes? b] Do little things for the piano such as dusting the soundboard or tweaking the action to fill up at least some of that hour? What I'm interested in knowing about is how people balance job "efficiency" with the customer's sense of "getting their money's worth."
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