I was brought up in a very respectful household... strict Catholics and all. This resulted in my respect for all people especially clients. I regard them as "clients" rather than "customers" as long as there is a relationship with them. A "customer" is someone I do work for and get paid and that's the extent of the relationship... But with a "client", there is a give and take relationship. "Give" on my part means doing something special i.e. a quick polishing of the case or a small (or big) adjustment/regulation procedure for no charge, but for this there must be a "give" on the customer s part, i.e. understanding and putting up with tardiness or cancelled appointment because something unexpected came up and tainted the schedule, etc.. Of course, this only occurs after there is a relationship developed, either at the appointment phone call stage of the game, or at the service call. I never advertised and 100% of my 200+ clients/customers are from referrals, and that makes me think that being personable and respectful, etc are just as important as good work. As one of my friends who is in the service business (not pianos) taught me; "you will make more money with your mind than with your hands". Bottom line... It's VERY easy to gain the respect of your clients/customers if you just "do unto others"... And be NICE. Respect from both parties will usually develop from this and using the bathroom will not be a problem. Remember the golden rule on the phone and in the house. Also, Randy Potter has an entire chapter in his course on customer relations and that helped too! Larry Trischetta Yes you are there to do your job but you are also a guest, act > like it and you will be "invited" back. > > Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: https://www.moypiano.com/ptg/pianotech.php/attachments/20071208/92d7d1a2/attachment-0001.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 36179 bytes Desc: not available Url : https://www.moypiano.com/ptg/pianotech.php/attachments/20071208/92d7d1a2/attachment-0001.gif
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