<br><font size=2 face="sans-serif">Tom, How many times do you let
them stand you up? I'll give them one shot. If they miss the
second appointment, then it's the fool me once, fool me twice saying. I
have never given somebody a third chance. It's not worth the risk.</font>
<br>
<br><font size=2 face="sans-serif">Matthew, if the lady sells the piano
after you work on it, then you won't need her on the data base at all.
Find out who bought it and continue tuning and servicing the piano
over at it's new home. The new buyer will likely stay with you because
you "know" the piano. If you don't get the job with the
selling lady, why would you want her name in your database?</font>
<br>
<br><font size=2 face="sans-serif">PW<br>
</font>
<br><font size=2 face="sans-serif"> </font>
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<br>
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<td width=40%><font size=1 face="sans-serif"><b>"Tom Servinsky"
<tompiano@bellsouth.net></b> </font>
<br><font size=1 face="sans-serif">Sent by: pianotech-bounces@ptg.org</font>
<p><font size=1 face="sans-serif">08/01/2008 07:51 AM</font>
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<div align=center><font size=1 face="sans-serif">Please respond to<br>
Pianotech List <pianotech@ptg.org></font></div></table>
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<div align=right><font size=1 face="sans-serif">To</font></div>
<td><font size=1 face="sans-serif">"Pianotech List" <pianotech@ptg.org></font>
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<td>
<div align=right><font size=1 face="sans-serif">cc</font></div>
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<td>
<div align=right><font size=1 face="sans-serif">Subject</font></div>
<td><font size=1 face="sans-serif">Re: No- shows..... again</font></table>
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<br><font size=2 face="Century Schoolbook">I have to categories of clients
in my database: active and inactive. Those I see on a regular basis get
put on the active list, those who stand me up on repeated occasions get
put in the inactive list. Who knows if down the road an inactive
client has a rude of an awakening and becomes a good customer. Keep your
options open. It's all about establishing and maintaining a good clientele
which can be trained to abide by your rules of doing business.</font>
<br><font size=2 face="Century Schoolbook">Tom Servinsky</font>
<br><font size=3>----- Original Message ----- </font>
<br><font size=3><b>From:</b> </font><a href=mailto:toddpianoworks@att.net><font size=3 color=blue><u>Matthew
Todd</u></font></a><font size=3> </font>
<br><font size=3><b>To:</b> </font><a href=mailto:pianotech@ptg.org><font size=3 color=blue><u>Pianotech
List</u></font></a><font size=3> </font>
<br><font size=3><b>Sent:</b> Friday, August 01, 2008 8:29 AM</font>
<br><font size=3><b>Subject:</b> Re: No- shows..... again</font>
<br>
<br><font size=3>I will be going this afternoon to evaluate a piano. The
lady wants to sell it, but it needs work first, so I will be giving her
an estimate.</font>
<br><font size=3> </font>
<br><font size=3>Do you keep these clients in your database, even if you
may never see her again? And if you do, how long before she, or any
customer for that matter, is removed?</font>
<br><font size=3> </font>
<br><font size=3>Matthew<br>
<b><i><br>
Tom Servinsky <tompiano@bellsouth.net></i></b> wrote:</font>
<br><font size=3>Ed<br>
Well said. There are multiples ways you can deal with the occasional no
<br>
show. I agree that finding a way which fits your comfort zone is best..
If <br>
you're the type that wants to leave a bill and demand your time be <br>
reimbursed, go for it Been there, did that.<br>
Never, never, never did I ever get reimbursed with that approach. Plus
I <br>
lost the customer for good at that point.<br>
My current approach is to let sleepy giants sleep. Usually I have a lot
of <br>
other customers I can plug and feel that time on a short notice. I'll leave
<br>
my card and if an apology doesn't come my way in a very short order, the
<br>
customer is fired at that point. However most times it generally is an
<br>
honest mistake and the customers are very apologetic. If the customer offers
<br>
a little something extra for my extra trip I'll usually down-play it and
<br>
say that isn't necessary, but graciously accept the gift.<br>
Tom Servinsky<br>
----- Original Message ----- <br>
From: <br>
To: <br>
Sent: Friday, August 01, 2008 6:25 AM<br>
Subject: Re: No- shows..... again<br>
<br>
<br>
><br>
> << How do you deal with a no show appointment? Do you bill them?
Bill <br>
> half?<br>
> Not<br>
> at all? Any other way to deal wit them? >><br>
><br>
> Greetings,<br>
> I think it depends on what you want. Some customers are worth keeping,<br>
> some not. That may mean sending a bill for your time, overlooking
it in <br>
> the<br>
> interest of greater profit, (or good), or adding a surcharge on the
next <br>
> visit,<br>
> etc.<br>
> There are customers that will offer to pay for your time, and others
<br>
> that<br>
> will not even register that their carelessness has cost you. I suggest
<br>
> do<br>
> whatever keeps you from feeling resentful. It may take a little courage,
<br>
> up<br>
> front, but step by step, we effect our lives in a positive way by
speaking <br>
> our own<br>
> truth and letting our world reflect that.<br>
> Our day by day decisions determine what our life is like, and gradually,<br>
> over the years, our clientele develops around our own personality.
They <br>
> aren't<br>
> really "them", but, rather, "They are us", so
we are responsible for what<br>
> kind of a career we have. We, in some way, choose our customers, and
If <br>
> taking<br>
> care of ourselves means that we lose the occasional inconsiderate
<br>
> customer,<br>
> is that a big loss or simply cleaning up our customer base to better
suit <br>
> our<br>
> vocation?<br>
> Regards,<br>
> Ed Foote RPT<br>
> http://www.uk-piano.org/edfoote/index.html<br>
> www.uk-piano.org/edfoote/well_tempered_piano.html<br>
> <br>
<br>
<br>
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</font>
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