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

[John Formsma]

To avoid these issues, just say at the beginning or end of each appointment,
"Is there anything I need to look at BESIDES the tuning?".   I generally say
this at each appointment -- however, not for the purpose of avoiding these
type callback issues. But, it would at least establish that there was no
service item other than tuning.

Great one-liners, Tom! I'll need to remember these.
--
JF


On Sat, Nov 21, 2009 at 8:05 AM, Tom Driscoll <tomtuner at verizon.net> wrote:

>
> ----- Original Message ----- From: "David Nereson" <da88ve at gmail.com>
> To: <pianotech at ptg.org>
> Sent: Saturday, November 21, 2009 6:50 AM
> Subject: [pianotech] call-backs you can't charge for
>
>
>    A client called and said her daughter hears several buzzing notes.  >
>> Suddenly client shows up (was walking the dogs).  I show her the screws,
>> tell her there's no more buzzing, and she says, "Oh, thank you soooo much!"
>> in a tone that's so grateful I can tell she thinks I came to remove the
>> problem as a huge gratis favor, and that certainly I don't intend to charge
>> anything.  (When they say, "Do I owe you anything?" then you KNOW you'd
>> better say, "No, that's OK -- I was in the neighborhood" or something
>> similar.)
>>      >    --David Nereson, RPT
>>
>
> David,
> One factor is wheather they are a repeat customer or not. A client of many
> years has "earned " the freebie in my view. First time client? I  respond in
> a few ways depending on the vibe to :
>
>  "Do I owe you anything ?"
>
> '"Yes , my basic service charge is X "
> They pay and might be happy or not.
>
>
> " My basic service charge is X . Let's just make it $20.00 to cover the gas
> and some of my time"
> They pay and feel like they got a break
>
>
>
> " No just continued patronage will due"
> Maybe earning you a lifetime client, or maybe they will call another tuner
> if the price is lower
>
> " How about $6.00 so I can buy a sandwich "
> They laugh and either give you more or write a check for six dollars---like
> you can spend that at the sub shop.
>
> I know we can all go off on these anecdotal stories, but one comes to mind
> for me.
> I tuned an asian grand --all routine  then got a callback from the lady in
> a very irritated tone about a noise in the piano that wasn't there before I
> came.
> I show up promptly and pull a pen out of the action cavity.
>  "Oh , that's all it was "   No I'm sorry for accusing you .  I didn't
> charge and never saw them again.
>
> I guess my point is that we're all flying by the seat of our pants in these
> type of situations and after three decades I'm still not sure what to do.
>
> Tom Driscoll
>
>
>
>>
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