Last night we were talking with our son, Chris,who is a very successful CPA, about courtesy calls. He says his secretary always calls his appointments either the day before, or even the morning of, his appointment, as a courtesy, to let the client know Chris has an appointment with him. And he receives either a phone call or an e-mail confirming appointments. He says it's a profesional thing to do. I have received a phone call from my doctor and dentist for several years reminding me of my appointments. Quite frankly, my reaction has always been, "Yeah, of course I have an appointment with you, I set it up, so why waste my time to remind me?" I assumed the call was because the doctor had been getting a lot of no-shows, which hurts his insurance claims. My reason for not contacting customers has been for two reasons. One, as I just said, the customer called me, so why remind him/her of the appointment. To me I look at it as insult. The other reason is "fear" of having the customer cancel the appointment, especially if I called her/him and had to talk her/him into getting the piano tuned. It is more difficult for a customer to send me away when I'm at the front door, than to tell me not to come on the phone before I even get there. So what are your policies? Do you?call the day before, as a courtesy, to remind your customer of your appointment, saying something like "This is a courtesy call to remind you of our appointment tomorrow at 9 o'clock. Willem (Wim) Blees, RPT Piano Tuner/Technician Honolulu, HI Author of The Business of Piano Tuning available from Potter Press www.pianotuning.com -------------- next part -------------- An HTML attachment was scrubbed... URL: https://www.moypiano.com/ptg/pianotech.php/attachments/20080411/2edfb5e1/attachment.html
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