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<DIV><FONT face="Century Schoolbook" size=2>No set rules on being stood up.
Usually it's a matter of time getting away from someone who is trying to
schedule to many things all on one day.</FONT></DIV>
<DIV><FONT face="Century Schoolbook" size=2>If it's a regular customer and we've
developed a solid relationship, I let it slide and try like the heck to put my 2
cent dig, usually with a humorous tag to lighten the situation. If it's a first
time customer and they stand me up, then I usually judge the book by the
cover. Fired!</FONT></DIV>
<DIV><FONT face="Century Schoolbook" size=2>Thank God for cell phones. I've had
numerous times when I rang the doorbell, knocked on the door with no answer.
Call them on the phone and I find they were in the back room our outside and
didn't hear the knocking. Which is why it's important to try to show as much
reason before jumping to conclusions.</FONT></DIV>
<DIV><FONT face="Century Schoolbook" size=2>Tom Servinsky</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=pwilliams4@unlnotes.unl.edu
href="mailto:pwilliams4@unlnotes.unl.edu">Paul T Williams</A> </DIV>
<DIV style="FONT: 10pt arial"><B>To:</B> <A title=pianotech@ptg.org
href="mailto:pianotech@ptg.org">Pianotech List</A> </DIV>
<DIV style="FONT: 10pt arial"><B>Sent:</B> Friday, August 01, 2008 9:03
AM</DIV>
<DIV style="FONT: 10pt arial"><B>Subject:</B> Re: No- shows..... again</DIV>
<DIV><BR></DIV><BR><FONT face=sans-serif size=2>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 face=sans-serif size=2>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 face=sans-serif
size=2>PW<BR></FONT><BR><FONT face=sans-serif size=2> </FONT>
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<TD width="40%"><FONT face=sans-serif size=1><B>"Tom Servinsky"
<tompiano@bellsouth.net></B> </FONT><BR><FONT face=sans-serif
size=1>Sent by: pianotech-bounces@ptg.org</FONT>
<P><FONT face=sans-serif size=1>08/01/2008 07:51 AM</FONT>
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<DIV align=center><FONT face=sans-serif size=1>Please respond
to<BR>Pianotech List
<pianotech@ptg.org></FONT></DIV></TR></TBODY></TABLE><BR></P>
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<DIV align=right><FONT face=sans-serif size=1>To</FONT></DIV>
<TD><FONT face=sans-serif size=1>"Pianotech List"
<pianotech@ptg.org></FONT>
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<DIV align=right><FONT face=sans-serif size=1>cc</FONT></DIV>
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<DIV align=right><FONT face=sans-serif size=1>Subject</FONT></DIV>
<TD><FONT face=sans-serif size=1>Re: No- shows.....
again</FONT></TR></TBODY></TABLE><BR>
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<TD></TR></TBODY></TABLE><BR></TR></TBODY></TABLE><BR><BR><BR><FONT
face="Century Schoolbook" size=2>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
face="Century Schoolbook" size=2>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 color=blue size=3><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 color=blue size=3><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>>
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