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<DIV><FONT face=Arial>Asking to use a bathroom is risking loosing a
customer?</FONT></DIV>
<DIV><FONT face=Arial></FONT> </DIV>
<DIV><FONT face=Arial>My gosh man, where's the humanity!?</FONT></DIV>
<DIV><FONT face=Arial></FONT> </DIV>
<DIV><FONT face=Arial>Anon</FONT></DIV>
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<DIV style="FONT: 10pt arial">----- Original Message ----- </DIV>
<DIV
style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: black"><B>From:</B>
<A title=itunepiano@aol.com
href="mailto:itunepiano@aol.com">itunepiano@aol.com</A> </DIV>
<DIV style="FONT: 10pt arial"><B>To:</B> <A title=pianotech@ptg.org
href="mailto:pianotech@ptg.org">pianotech@ptg.org</A> </DIV>
<DIV style="FONT: 10pt arial"><B>Sent:</B> Friday, December 07, 2007 8:35
PM</DIV>
<DIV style="FONT: 10pt arial"><B>Subject:</B> Re: moment of truth was Re:
bathroom</DIV>
<DIV><BR></DIV>
<DIV><FONT face="Arial, Helvetica, sans-serif">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.
<BR></FONT></DIV>
<DIV><BR></DIV>
<DIV><BR></DIV>-----Original Message-----<BR>From: Willem Blees
<wimblees@aol.com><BR>To: ilvey@sbcglobal.net;
pianotech@ptg.org<BR>Sent: Fri, 7 Dec 2007 6:04 pm<BR>Subject: moment of truth
was Re: bathroom<BR><BR>
<DIV id=AOLMsgPart_2_eb505937-f582-440c-8f16-fb5bdddd83b6><WBR>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. <BR><BR>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. <BR><BR>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.
<BR><BR>
<DIV style="CLEAR: both">Willem (Wim) Blees, RPT<BR>Piano
Tuner/Technician<BR>Honolulu, HI<BR>Author of <BR>The Business of Piano
Tuning<BR>available from Potter Press<BR><A href="http://www.pianotuning.com"
target=_blank>www.pianotuning.com</A></DIV>
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