This is a multi-part message in MIME format. ---------------------- multipart/alternative attachment I used to run into this a lot in another field, auto repair. Even = worse because some customers were do-it-yourselfers who knew what a = particular job involved and how long it took. (Why didn't they fix it = themselves?) =20 From this several rules were developed: 1. Let the customer know especially new ones, how much the charges = will be when the appointment is made. Pitch raising, tuning, repairs, = travel, etc. No one likes surprises where money is concerned. =20 2. If faced with a customer who is unhappy with the price quoted, = politely explain that no discounts are given. This can be done in an = apologetic but firm manner. Try not to engage in further conversation = about this, it gives the customer the notion that you might relent. =20 3. If you really don't want to return to service this piano, = explain to the customer that you don't think you can satisfy them and = suggest they call another in the future; that they might be happier = with a different technician. I don't like to recommend others as the = reputable techs will now be saddled with a difficult customer, and the = lesser ones may not do a quality job. Let the customer find their own = next serviceperson to deal with. =20 =20 This can all be done in a professional, non-emotional manner. = Always control the situation, don't allow the customer take control = and force you to do something you are not comfortable with. =20 Mike Kurta ---------------------- multipart/alternative attachment An HTML attachment was scrubbed... URL: https://www.moypiano.com/ptg/pianotech.php/attachments/c0/63/4d/88/attachment.htm ---------------------- multipart/alternative attachment--
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