No show

[FRANCES HELMS]

With due respect to all previous opinions, John Ross is correct about the negative word of mouth, as is Dean May about the explantion of the instability after raising the pitch.  It was not clear in your communication whether you explained that to her -you may well have done so.  Either way, you'll take some lumps in regard to PR.  

IMHO, you have already told her your position.  I would not back away from it now.  You have a right to be paid for your time,expertise, labo,r and gas. 

Good luck,
Fran Helms,
Topeka, KS


>>> "Dean May" <deanmay@pianorebuilders.com> 10/25/2005 9:26 AM >>>
You might even go a little further. In as nice a way as possible tell
her you don't ever want her to call you back and to please not recommend
you to any of her friends. 
 
You might have been able to head a little of this off at the pass if you
had done a better job explaining how unstable the piano would be after
the pitch raise. I always tell people that it will not sound as good as
a regular tuning and it will not stay in tune like a piano that has been
regularly tuned. 
 
Dean
Dean May             cell 812.239.3359
PianoRebuilders.com   812.235.5272
Terre Haute IN  47802
 
-----Original Message-----
From: pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org] On
Behalf Of Piannaman@aol.com 
Sent: Tuesday, October 25, 2005 8:55 AM
To: pianotech@ptg.org 
Subject: Re: No show
 
Carl,
 
You stole the words right out of my mouth.  
 
Dave, no way I'd go back for another freebie.  You showed a gesture of
good faith in offering to retune the piano gratis.  She should be happy
to have you do it for the minimum service charge.
 
However it resolves, she is definitely someone I'd put a red mark next
to in my database.
 
Dave Stahl
 
In a message dated 10/24/2005 8:14:47 P.M. Pacific Standard Time,
cmpiano@comcast.net writes:
 
Better yet,  suggest she have her brother tune it.  He obviously knows
what is wrong.
 
Carl Meyer PTG assoc
Santa Clara, Ca.
 
----- Original Message ----- 
From: John <mailto:jrpiano@win.eastlink.ca>  Ross 
To: Pianotech <mailto:pianotech@ptg.org>  
Sent: Monday, October 24, 2005 2:41 PM
Subject: Re: No show
 
Hi Dave,
That is a hard one.
Obviously, losing her as a customer would be no big deal, since you said
her piano had been neglected. So she might not have had you back for a
while anyway.
The hard part is, that word of mouth is the best advertisement, and if
she spreads the word, it could hurt business. Especially, if it is a
rural area. But that would depend on the goodwill you have built up in
the area, already.
 
I think you are correct in making a charge, as she had already used up
the free one, by being a no show.  
 
Maybe call her again, and explain to her again, that you have already
been there, and doesn't she realize that she is to blame for her being a
no show, when the job would have been free.
How about getting her Brother's phone number, and getting specifics from
him, as to what the alleged problem is/was. It might not even be a real
problem, just his perception.
Don't you just hate those people, with a little bit of knowledge, just
enough to make them dangerous.
John M. Ross
Windsor, Nova Scotia, Canada
jrpiano@win.eastlink.ca 
----- Original Message ----- 
From: Dave Bunch <mailto:pdtek@mchsi.com>  
To: pianotech@ptg.org 
Sent: Monday, October 24, 2005 6:16 PM
Subject: No show
 
Hello- 
 
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