Roy, I agree that the best way for someone who lives 50 miles away is to do your level best getting assurance that someone will be home. I send reminder cards, and I probably would add a sentence that says something like, "Please note that there will be a (considerable) charge for time and travel if I cannot service the piano as scheduled." But I almost never work that far from home. I average one no-show every month or so. If I arrive promptly, I will wait fifteen minutes, then leave the following letter, which I keep with me: "Dear Client, When I arrived as scheduled I was unable to gain access to service your piano. If there was an unforeseen emergency that prevented you from being home, please let us know. We are very understanding, knowing there are instances when the welfare of a friend or family member takes precedence over piano service. If this problem was due to an oversight on your part, we recognize that all of us make similar mistakes now and then. Nevertheless, piano technicians have little more to sell than their time and skills. A failed appointment means a significant loss, since it will now take two appointments to service your piano when payment is received for only one. The extra time from the failed appointment can rarely be used profitably. We have developed the following policy if the second instance is the case. We are willing to absorb the loss for the first occurrence. Should the same happen again, you will be requested to pay half the normal tuning charge, plus mileage costs if they apply. Both of us wish to be treated fairly, and from our viewpoint this policy appears more than fair. Please call if you would like to schedule another appointment. Thank you for understanding." When I was getting started and needed the work I would call THEM. Now, if they don't call, I lose the customer, but there are others on the waiting list. This letter is not copyrighted; you are free to use or alter it. I think I posted this once before; I would be glad to know if it was helpful to anyone. You can email me privately. Thanks! :-) Regards, Clyde Hollinger Roy Ulrich wrote: > > Question: How do the rest of you handle "no-shows"? You know, the > occasional people that make an appointment 50 miles away and aren't home > when you get there?
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