<html> <head> <META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii"> <meta name=Generator content="Microsoft Word 10 (filtered)"> <style>  </style> </head> <body lang=EN-US link=blue vlink=blue> <div class=Section1> Are we so afraid of losing a customer that we can’t go to the bathroom?  Something’s wrong here.      <div> David Love davidlovepianos@comcast.net www.davidlovepianos.com </div> -----Original Message----- From: pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org] On Behalf Of itunepiano@aol.com Sent: Friday, December 07, 2007 5:35 PM To: pianotech@ptg.org Subject: Re: moment of truth was Re: bathroom   <div> Wim is 100% right on with the post below.  It costs a Tech money to get a new customer.   Personally, I'd rather not do anything to give the customer a reason not to call me back. I'd like that decision to be mine, not the customer's.   I've figured out what it costs me to get a new customer - and it isn't  cheap.  Why take the chance of losing a customer and having to incur the expense of replacing that customer?  It doesn't make sense. </div> <div>   </div> <div>   </div> -----Original Message----- From: Willem Blees <wimblees@aol.com> To: ilvey@sbcglobal.net; pianotech@ptg.org Sent: Fri, 7 Dec 2007 6:04 pm Subject: moment of truth was Re: bathroom <div id="AOLMsgPart_2_eb505937-f582-440c-8f16-fb5bdddd83b6"> There comes a time during our visit in a customer's home when there is, what is called, a "Moment of Truth". This is the moment the customer decides whether or not to have you back to tune her piano again. Exactly what or when that moment is will be different with every customer, and every time we visit that customer.  That moment of truth might not have anything to do with how well we tuned the piano. It might be asking to use the bathroom. But it could also be the way we look, or say good morning, or how we react to the piano, or the cat, or any number of things we do and say while we are in the customer's home. All we can do is be on our best behavior and present ourselves as professionally as possible. Then, maybe, if we did everything right, the customer might ask us to come back again.  <div> Willem (Wim) Blees, RPT Piano Tuner/Technician Honolulu, HI Author of The Business of Piano Tuning available from Potter Press <a href="http://www.pianotuning.com" target="_blank">www.pianotuning.com</a> </div> <div id="AOLMsgPart_2_ae256552-edc9-4ea7-bf68-7c89179a8d0d">   </div> <div> <div class=MsoNormal align=center style='margin-right:0in;margin-bottom:0in; margin-left:.5in;margin-bottom:.0001pt;text-align:center'> <hr size=2 width="100%" align=center> </div> More new features than ever. Check out the new <a href="http://o.aolcdn.com/cdn.webmail.aol.com/mailtour/aol/en-us/text.htm?ncid=aolcmp00050000000003" target="_blank">AOL Mail</a>! </div> </div> </div>  </body> </html>