---------------------- multipart/alternative attachment In a message dated 5/7/03 2:33:00 PM Central Daylight Time, Tvak@aol.com writes: > Would you: A) charge him for it? > B) just leave it like it is? > C) not charge him, but let him know you took care of the problem > for him? > > Just curious how some of you might approach this. > > Thanks. > > Tom Sivak > The number one rule here is, no matter what you do, and especially if you don't charge, is to let the customer know you did it, and that you didn't charge him. It is called extra added value. It's those little things that customer will remember you by. Any Tom Dick or Sally can tune a piano. But the way to stand out is to do something extra, at no charge, to make the customer happy. As far as where to draw the line, that depends on how long it takes. If you generally take one hour to tune, and you're done after 50 minutes, do the little extras at no charge. If you're at 60 minutes, and you know it will take another 10 - 15 minutes to do the extras, ask permission first. But if you can't, or you do it without asking, and have to charge a few bucks more, be sure to tell the customer you what you did, why it was important to fix it, and what would have happened if you didn't fix it. Wim ---------------------- multipart/alternative attachment An HTML attachment was scrubbed... URL: https://www.moypiano.com/ptg/pianotech.php/attachments/77/38/74/19/attachment.htm ---------------------- multipart/alternative attachment--
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