No- shows..... again

[Tom Servinsky]

No set rules on being stood up. Usually it's a matter of time getting away from someone who is trying to schedule to many things all on one day.
If it's a regular customer and we've developed a solid relationship, I let it slide and try like the heck to put my 2 cent dig, usually with a humorous tag to lighten the situation. If it's a first time customer and they  stand me up, then I usually judge the book by the cover. Fired!
Thank God for cell phones. I've had numerous times when I rang the doorbell, knocked on the door with no answer. Call them on the phone and I find they were in the back room our outside and didn't hear the knocking. Which is why it's important to try to show as much reason before jumping to conclusions.
Tom Servinsky
  ----- Original Message ----- 
  From: Paul T Williams 
  To: Pianotech List 
  Sent: Friday, August 01, 2008 9:03 AM
  Subject: Re: No- shows..... again



  Tom,  How many times do you let them stand you up?  I'll give them one shot.  If they miss the second appointment, then it's the fool me once, fool me twice saying.  I have never given somebody a third chance.  It's not worth the risk. 

  Matthew, if the lady sells the piano after you work on it, then you won't need her on the data base at all.  Find out who bought it and continue tuning and servicing the piano over at it's new home. The new buyer will likely stay with you because you "know" the piano.  If you don't get the job with the selling lady, why would you want her name in your database? 

  PW

    


        "Tom Servinsky" <tompiano at bellsouth.net> 
        Sent by: pianotech-bounces at ptg.org 
        08/01/2008 07:51 AM Please respond to
              Pianotech List <pianotech at ptg.org> 


       To "Pianotech List" <pianotech at ptg.org>  
              cc  
              Subject Re: No- shows..... again 

              

       



  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
  > 


  **************
  Get fantasy football with free live scoring.
  > Sign up for FanHouse Fantasy Football today.

  > (http://www.fanhouse.com/fantasyaffair?ncid=aolspr00050000000020)
  > 



-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://www.moypiano.com/ptg/pianotech.php/attachments/20080801/4c934523/attachment.html