[pianotech] call-backs you can't charge for

[Al Guecia/AlliedPianoCraft]

William, Mike, great thoughtful answers.

David............If you felt abused, you probably were.

Al


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From: "Mike Kurta" <mkurta1 at comcast.net>
Sent: Saturday, November 21, 2009 8:33 AM
To: <pianotech at ptg.org>
Subject: Re: [pianotech] call-backs you can't charge for

>    David, I can see both sides of that question-to charge or not to 
> charge? My thought is that the customer will remember how you handled 
> their callback far longer than the original tuning you did, good or bad. 
> Positive public relations are hard to come by, and is the stuff that makes 
> you a hero in their eyes.  Here is an opportunity to gain a chunk,  and as 
> you pointed out, they will tell others.
>    By the same token there is a line over which one is taken advantage of 
> and this judgement should be made on a case by case basis.  We should not 
> be considered doormats.  However in my experience those times are really 
> rare. We choose to be members of a SERVICE industry, and how we handle 
> customer concerns is up to us.
>    Have you noticed how we are now greeted in stores lately, and how 
> friendly those folks are?  Also it seems much easier to return an item 
> nowadays from just awhile ago.  This looks like a trend and it might be 
> worthwhile for us to be aware of it and pay attention to our public 
> relations too.
>    Mike Kurta, RPT
>    Chicago chapter
>