PS: Had it been me, canceling the Symphony date with my wife would have absolutely NOT been an option. You have to draw the line somewhere; and, the client also owes you a little loyalty, consideration, and respect. Myler, Tom "When All Else Fails, Do It Right" ---------- > From: Wimblees@aol.com > To: pianotech@byu.edu > Subject: overbooked > Date: Monday, September 30, 1996 3:35 PM > > Overbooked > > Chris Trivilas, in his "Touchup Revisited: article in the September Journal, > mentioned the dilemna of having one of your best customers call at the last > minute for a tuning. I had that situation happend a couple of months ago. On > a Thursday evening I got a call from the choir director of a large church > with many pianos, for whom I have been tuning for 8 years, (and in the market > for one of my rebuilt grands), to tune the piano in the sacntuary before > Saturday, when he had 3 weddings scheduled. With no time on the calander > on Friday, I had 3 options. 1. Work an extra couple of hours on > Friday, 2. Cancell one of my appointments, on 3. Recommend another tuner. > > > Since my wife and I had tickets to the symphony Friday night, I couldn't work > the extra hours. I thought about cancelling one of my other customers, > figuring that one of them wouldn't know the difference why I cancelled. But > then maybe this customer belonged to a church with a lot of pianos, or needed > her piano rebuilt, or had a friend who needed her piano rebuilt. I have never > cancelled one appointment to schedule another. I have cancelled because I was > sick, or because of an emergency, but never to schedule another > appointment, and I didn't want to set a president to do that. So I did what I > thought was best. I recommended he find another tuner. Since I didn't know > the > schedules of the other RPT's in the chapter, I just told him to call someone. > > I haven't heard from this choir director since he called me, to tune the > other pianos at the church. I have been wondering if I lost him to a > competitor, or is he mad at me for not dropping everything to take care of > him, or is he just late getting around to calling me? > > The question I have is this. Should I have given up the tickets to the > symphony? Should I have cancelled one of my other appointments? Did I do the > right thing? > > What are some thoughts and opinions on the matter. > > Willem Blees RPT > St. Louis
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