No- shows..... again + digressions

[Fenton Murray]

OK, not to be argumentative here, but, my percentage of people that will cancel when I call to remind them is higher than my percentage of no shows. Neither is very high mind you, but with all the calls I have to make anyway, and enjoying having my evening free, I don't call unless they request it.
Fenton
  ----- Original Message ----- 
  From: pianolover 88 
  To: Pianotech List 
  Sent: Tuesday, August 05, 2008 4:53 PM
  Subject: RE: No- shows..... again + digressions


  There's a simply way to avoid no-shows-at least it works for me:

  CALL THE NIGHT BEFORE TO CONFIRM & REMIND!

  Terry Peterson

  > Date: Tue, 5 Aug 2008 16:14:18 -0700
  > From: mark.purney at mesapiano.com
  > To: pianotech at ptg.org
  > Subject: Re: No- shows..... again + digressions
  > 
  > For appointments made over a week in advance, or for longer distance 
  > appointments, I call to confirm ahead of time. This tends to prevent 
  > most no-shows from happening in the first place.
  > 
  > In the "Services Performed" section of my invoice form, I have a line 
  > for "Failed Appointment Service Charge" for no-shows or no-access. 
  > Depending on the circumstances, I may choose not to bill the customer, 
  > but I will make sure they understand my policy is to charge a nominal 
  > fee for no-shows, so they know for next time.
  > 
  > It costs money to drive to an appointment and back, but more 
  > importantly, we lose the opportunity to earn money during that time slot 
  > when we are stood up. Many professional services charge for no-shows, 
  > even if they don't have to travel to the customer's location. My opinion 
  > is that piano technicians deserve the same courtesy and respect.
  > 
  > 
  > 
  > I had one rather bad experience, involving a maid that made me wait 25 
  > minutes before letting me in to tune. It didn't get much better after 
  > that, and I felt like I was treated rather poorly throughout the whole 
  > job. I did charge for the 25 minutes at my hourly rate, and they paid 
  > the invoice without questioning it. I did not expect (or want) to deal 
  > with this client ever again, and I assumed they would not be calling me 
  > again, anyway. Oddly enough, this client recommended my services to a 
  > friend, and this friend turned out to be a wonderful client. In 
  > hindsight, I think the first client was just having a really bad day, 
  > and probably was not intending to make things so unpleasant for me - I 
  > was just in the wrong place at the wrong time.


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