Well, yeah they die...if they give me any ****....;-] >We are in a service industry. While we may think that our product is >a properly tuned piano, in reality our product is customer >satisfaction. Like it or not, that's the nature of a service >business. Now, there are clients who can never be satisfied - and so >we need to learn how to recognize those and not waste our time on >them. So customer satisfaction is your policy if and only if you think the customer can be satisfied? As for the others, they are certainly worth the time and the >expense of the occasional callback. I see myself as representing the >PTG and the entire trade. I do not want to come off as the arrogant >"expert" who is not responsive to customer concerns. I opt for the customer satisfaction at the time of the service call by clearly defining what is possible with the service call... >Yes, there were some callbacks that turned out to be a waste of my >time. There were others that paid for themselves many times over - >some directly, some indirectly. Some yielded steady customers and >referrals. Some were opportunities to educate piano owners about >their instruments - like the difference between tuning and voicing. >I'll never forget the lady who - as a result of a callback - was >convinced that her 85-note Young Chang was really a toy and got >herself a 7 foot Grotrian instead (and a nice fat dealer commission >for me). Then there are the people who, after a callback, offer to >pay for my time. And the occasional ones who cancel a callback before >I can get there because "it sounds OK now". I'm all for the call back that leads to more service/income especiallly when I've recommended it at the initial service call...I just want that upfront >So, sometimes these callbacks generate income - immediate or >deferred. And almost always they generate goodwill - >which is a valuable commodity in our business, even if you cannot >translate it into dollars and cents. So is it worth an occasional >twenty minutes of my time and a buck's worth of gas? You bet... I don't see them deferring income only taking away from the initial service call...remember, I make no mistakes....;-] Really, I get very few call backs...a fellow called me and told me he was very fussy about his tuning. I point blank asked him just what kind of instrument was involved in this dissatisfaction...a winter spinet. I let him know then and at the time of the service what we could do and I would do the best I could but don't give me a call in the next day about any perceived problems. At the service, I explained some "voicing" would help...lack of tone was the main problem with that piano. A week later he did call and let me know he was doing some voicing himself...the needle wouldn't go in so he was using a knife....I recommended he discontinue that...;-] A professional, no nonsense attitude...not arrogant...but a "this is reality and the piano" is the best offense in a no callback strategy... David I. >_______________________________________________ >pianotech list info: https://www.moypiano.com/resources/#archives
This PTG archive page provided courtesy of Moy Piano Service, LLC