No show

[Ross White]

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If they don't show, send 'em a bill.
JRW
  ----- Original Message -----=20
  From: Dave Bunch<mailto:pdtek@mchsi.com>=20
  To: pianotech@ptg.org<mailto:pianotech@ptg.org>=20
  Sent: Monday, October 24, 2005 2:16 PM
  Subject: No show=20


  Hello-=20

  Well, I've seen some venting about difficult customers lately so I =
will submit a story here just to double check my policies. I do want to =
be fair.

  I tuned a Kimball console last week that had been neglected a few =
years. A bit flat, but not much. I finished up, collected the fee and =
left. The next day she calls me saying that her brother came by and =
didn't like the sound of it. He apparently used to tune a bit, and told =
her that she should get me back out again. Fortunately over twenty =
years, these calls are rare, so I said I would come back and there would =
be no charge, even if it needed retuning.

  I schedule a time, drive forty miles round trip, and she stands me up. =
I waited a half hour and left. I could have tuned another piano during =
that time. When I get home later there is a message on the phone =
apologizing for missing the appointment. I called her and she said a =
couple of her day care kids were lost in a corn maze for an hour and a =
half, when at this point a kid chimes up in the background "We weren't =
lost!" The story sounded fishy but either way, I took a loss on it. I =
told her at that point I was still willing to check out her piano and =
work on it if needed at no charge, but that I can only make one free =
trip out there. If she wanted to make another appointment, there would =
be a minimum service charge. She went ballistic and said that was a lot =
of money when the job wasn't done right the first time!

  Am I being unreasonable? Lets even assume that whatever is wrong with =
the piano is my fault. How many times should I block out a time and =
absorb the mileage to go there for free?

  OK, I'm done now.

  Dave Bunch
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