courtesey call

[Michelle Smith]

I almost always call my customers the day before and on many occasions they
are very grateful.  It might have been months ago that we scheduled the
appointment and some forget.  If they forget and I don't call, it might be
weeks before I can fit them into the schedule which starts the whole process
over again!  =)

 

I'm never upset when doctors/dentists call.  

 

Best wishes,

Michelle Smith

 

From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf
Of Willem Blees
Sent: Friday, April 11, 2008 1:17 PM
To: Pianotech at ptg.org
Subject: courtesey call

 

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

  _____  

Get the MapQuest <http://www.mapquest.com/toolbar?NCID=mpqmap00030000000003>
Toolbar, Maps, Traffic, Directions & More! 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://www.moypiano.com/ptg/pianotech.php/attachments/20080411/aa38b500/attachment.html