William, Mike, great thoughtful answers. David............If you felt abused, you probably were. Al -------------------------------------------------- From: "Mike Kurta" <mkurta1 at comcast.net> Sent: Saturday, November 21, 2009 8:33 AM To: <pianotech at ptg.org> Subject: Re: [pianotech] call-backs you can't charge for > 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 >
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