[pianotech] call-backs you can't charge for

[Mike Kurta]

    David, I can see both sides of that question-to charge or not to charge? 
My thought is that the customer will remember how you handled their callback 
far longer than the original tuning you did, good or bad.  Positive public 
relations are hard to come by, and is the stuff that makes you a hero in 
their eyes.  Here is an opportunity to gain a chunk,  and as you pointed 
out, they will tell others.
    By the same token there is a line over which one is taken advantage of 
and this judgement should be made on a case by case basis.  We should not be 
considered doormats.  However in my experience those times are really rare. 
We choose to be members of a SERVICE industry, and how we handle customer 
concerns is up to us.
    Have you noticed how we are now greeted in stores lately, and how 
friendly those folks are?  Also it seems much easier to return an item 
nowadays from just awhile ago.  This looks like a trend and it might be 
worthwhile for us to be aware of it and pay attention to our public 
relations too.
    Mike Kurta, RPT
    Chicago chapter