You vs. Them

[MKurta]

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    I used to run into this a lot in another field, auto repair.  Even =
worse because some customers were do-it-yourselfers who knew what a =
particular job involved and how long it took.  (Why didn't they fix it =
themselves?)  =20
    From this several rules were developed:
    1.  Let the customer know especially new ones, how much the charges =
will be when the appointment is made.   Pitch raising, tuning, repairs, =
travel, etc.  No one likes surprises where money is concerned. =20
    2.  If faced with a customer who is unhappy with the price quoted, =
politely explain that no discounts are given.  This can be done in an =
apologetic but firm manner.   Try not to engage in further conversation =
about this, it gives the customer the notion that you might relent. =20
    3.  If you really don't want to return to service this piano, =
explain to the customer that you don't think you can satisfy them and =
suggest they call another in the future;  that they might be happier =
with a different technician.  I don't like to recommend others as the =
reputable techs will now be saddled with a difficult customer, and the =
lesser ones may not do a quality job.  Let the customer find their own =
next serviceperson to deal with. =20
       =20
    This can all be done in a professional, non-emotional manner.  =
Always control the situation, don't allow  the customer take control  =
and force you to do something you are not comfortable with. =20
    Mike Kurta
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