No- shows..... again

[Tom Servinsky]

I have to categories of clients in my database: active and inactive. Those I see on a regular basis  get put on the active list, those who stand me up on repeated occasions get put in the inactive list. Who knows if down the road  an inactive client has a rude of an awakening and becomes a good customer. Keep your options open. It's all about establishing and maintaining a good clientele which can be trained to abide by your rules of doing business.
Tom Servinsky
  ----- Original Message ----- 
  From: Matthew Todd 
  To: Pianotech List 
  Sent: Friday, August 01, 2008 8:29 AM
  Subject: Re: No- shows..... again


  I will be going this afternoon to evaluate a piano.  The lady wants to sell it, but it needs work first, so I will be giving her an estimate.

  Do you keep these clients in your database, even if you may never see her again?  And if you do, how long before she, or any customer for that matter, is removed?

  Matthew

  Tom Servinsky <tompiano at bellsouth.net> wrote:
    Ed
    Well said. There are multiples ways you can deal with the occasional no 
    show. I agree that finding a way which fits your comfort zone is best.. If 
    you're the type that wants to leave a bill and demand your time be 
    reimbursed, go for it Been there, did that.
    Never, never, never did I ever get reimbursed with that approach. Plus I 
    lost the customer for good at that point.
    My current approach is to let sleepy giants sleep. Usually I have a lot of 
    other customers I can plug and feel that time on a short notice. I'll leave 
    my card and if an apology doesn't come my way in a very short order, the 
    customer is fired at that point. However most times it generally is an 
    honest mistake and the customers are very apologetic. If the customer offers 
    a little something extra for my extra trip I'll usually down-play it and 
    say that isn't necessary, but graciously accept the gift.
    Tom Servinsky
    ----- Original Message ----- 
    From: 
    To: 
    Sent: Friday, August 01, 2008 6:25 AM
    Subject: Re: No- shows..... again


    >
    > << How do you deal with a no show appointment? Do you bill them? Bill 
    > half?
    > Not
    > at all? Any other way to deal wit them? >>
    >
    > Greetings,
    > I think it depends on what you want. Some customers are worth keeping,
    > some not. That may mean sending a bill for your time, overlooking it in 
    > the
    > interest of greater profit, (or good), or adding a surcharge on the next 
    > visit,
    > etc.
    > There are customers that will offer to pay for your time, and others 
    > that
    > will not even register that their carelessness has cost you. I suggest 
    > do
    > whatever keeps you from feeling resentful. It may take a little courage, 
    > up
    > front, but step by step, we effect our lives in a positive way by speaking 
    > our own
    > truth and letting our world reflect that.
    > Our day by day decisions determine what our life is like, and gradually,
    > over the years, our clientele develops around our own personality. They 
    > aren't
    > really "them", but, rather, "They are us", so we are responsible for what
    > kind of a career we have. We, in some way, choose our customers, and If 
    > taking
    > care of ourselves means that we lose the occasional inconsiderate 
    > customer,
    > is that a big loss or simply cleaning up our customer base to better suit 
    > our
    > vocation?
    > Regards,
    > Ed Foote RPT
    > http://www.uk-piano.org/edfoote/index.html
    > www.uk-piano.org/edfoote/well_tempered_piano.html
    > 


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