courtesey call

[Leslie Bartlett]

I'm sitting here all afternoon filling out a spreadsheet so that I can pay
yet more taxes.  I have no secretary, except my wife answers the phone and
takes messages. Having lost about 90 % of my voice, it's a pain to talk on
the phone.  I simply don't have time nor energy to call people.  I only have
a no show once a year at most.......  If the appointment is set a month or
so in advance, I'll call. Otherwise, just can't.
les bartlett
  -----Original Message-----
  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

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