courtesey call

[Tom Servinsky]

Clever approach
Tom Servinsky
  ----- Original Message ----- 
  From: richard.ucci at att.net 
  To: Pianotech List 
  Sent: Sunday, April 13, 2008 8:49 AM
  Subject: Re: courtesey call


  Will, I have my 11 yr. old daughter do my reminder calls , and everyone just loves it. She has this sweet and cheerful voice that says , "My dad will be over to tune your piano at ...
  My no shows have dropped drastically , and she gets paid $3 per day as well. Keeps her in mp3 downloads etc.
  Rick Ucci/Ucci Piano
    -------------- Original message from Willem Blees <wimblees at aol.com>: -------------- 

    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 cont! acting 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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