<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN"> <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 bgcolor=white lang=EN-US link=blue vlink=blue> <div class=Section1> Did she apologize for being a no show at the appointment?  I doubt it.  You don’t need customers like that.  Let them tune the damn thing themselves.    <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 Thomas Cole Sent: Friday, August 01, 2008 10:19 AM To: Pianotech List Subject: Re: No- shows..... again   I had a similar long trip into the mountains to find that the owner was not at home. I found the front door unlocked and since the piano was just inside the door and I had tuned for the woman a couple of times before, I decided to save the appointment and do the tuning. Arriving home that evening, I got a call from a very irate woman who was extremely upset that I had entered her house while she was gone (forgotten about the tuning date) and now "The Whole World" knows that she doesn't lock her front door and I let her go on venting hoping that she wears herself out screaming at me instead of doing something else. The only thing that would settle the argument was that I accepted half of my fee. So I took it that entering a house without previous arrangement is probably not a good policy and have refrained from doing so ever since. Another thing I learned, then and since is that either crazy people live in the mountains or living in the mountains makes you crazy. Tom Cole Dean May wrote: <u1:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="PostalCode"><u1:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="State"><u1:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="City"><u1:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="place"></u1:SmartTagType></u1:SmartTagType></u1:SmartTagType></u1:SmartTagType>I had a no show a couple of weeks ago, a fairly long time customer in a small nearby town. Her door was open so I went in, tuned the piano and left an invoice. Always check the door. If it is open and it is a repeat customer who knows me I always go ahead and go in to tune it. <u1:p></u1:p> <u1:p> </u1:p> Turns out this lady had been taken to the hospital the morning before. She was out in a couple of days and sent me a check with a note of thanks that I went ahead and tuned her piano. <u1:p></u1:p> <u1:p> </u1:p> <div> Dean <u1:p></u1:p> <u2:PERSONNAME u3:st="on">Dean May</u2:PERSONNAME>             cell 812.239.3359 <u1:p></u1:p> PianoRebuilders.com   812.235.5272 <u1:p></u1:p> <u2:PLACE u3:st="on"><u2:CITY u3:st="on"><st1:place u4:st="on"><st1:City u4:st="on"><u5:place u6:st="on"><u5:City u6:st="on">Terre Haute</u5:City></u5:place></st1:City></st1:place></u2:CITY></u2:PLACE> <u2:STATE u3:st="on"><st1:State u5:st="on"><st1:State u7:st="on">IN</st1:State></st1:State></u2:STATE>  <u2:POSTALCODE u3:st="on"><st1:PostalCode u6:st="on"><st1:PostalCode u8:st="on">47802</st1:PostalCode></st1:PostalCode></u2:POSTALCODE> </div> <u1:p></u1:p> <u1:p> </u1:p> <div> <div class=MsoNormal align=center style='margin-left:.5in;text-align:center'> <hr size=2 width="100%" align=center> </div> From: <a href="mailto:pianotech-bounces@ptg.org">pianotech-bounces@ptg.org</a> [<a href="mailto:pianotech-bounces@ptg.org">mailto:pianotech-bounces@ptg.org</a>] On Behalf Of <a href="mailto:reggaepass@aol.com">reggaepass@aol.com</a> Sent: Friday, August 01, 2008 8:38 AM To: <a href="mailto:pianotech@ptg.org">pianotech@ptg.org</a> Subject: Re: No- shows..... again<u1:p></u1:p> </div> <u1:p> </u1:p> <div> Here, here Ed. When someone stands me up, I leave a note stating that I was there at the appointed time I had on my calendar, waited fifteen minutes, and then left.  (After all, it is possible that I wrote is down wrong.)  While I'm waiting, I call 1) their house (in case they are there, but don't hear the door), and then, 2) I call my answer machine to see if there is word from them there.  If no, and they afterwards call and explain that they had a (true) emergency and didn't have my number with them, OK.  If they just forgot, I tell them that they will have to pay for half of a service call for the missed appointment without prior notice when I do service their piano next.  Otherwise, they need to find another date to the prom.  In concert with this no show policy is a rather liberal cancellation policy: As long as they let me know that they will not be able to keep the appointment, no love is lost.  The stated advance warning is 24 hours, but in practice I will accept them actually reaching me any time before the scheduled service.  It comes down to a matter of consideration, and as Ed has pointed out, thinning the heard of undesirables is a good thing in terms of re-ordering your universe for the better. Alan Eder<u1:p></u1:p> </div> <div> <u1:p> </u1:p> </div> <div> <u1:p> </u1:p> </div> -----Original Message----- From: <a href="mailto:A440A@aol.com">A440A@aol.com</a> To: <a href="mailto:pianotech@ptg.org">pianotech@ptg.org</a> Sent: Fri, 1 Aug 2008 3:25 am Subject: Re: No- shows..... again<u1:p></u1:p> <div id="AOLMsgPart_0_a70f7990-e3fa-4802-991c-aaf3c92c97f1"><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><tt><u1:p></u1:p><< How do you deal with a no show appointment? Do you bill them? Bill half? </tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><tt><u1:p></u1:p>Not </tt></pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white;-moz-background-clip: initial;-moz-background-origin: initial; -moz-background-inline-policy: initial;background-attachment:scroll;background-position-x: 0%;background-position-y:50%'><tt><u1:p></u1:p>at all? Any other way to deal wit them? >></tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><u1:p></u1:p> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white;-moz-background-clip: initial;-moz-background-origin: initial; -moz-background-inline-policy: initial;background-attachment:scroll;background-position-x: 0%;background-position-y:50%'><tt><u1:p></u1:p>Greetings, </tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><u1:p></u1:p> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><tt><u1:p></u1:p>SNIP</tt></pre><pre style='margin-left:.5in; background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white;-moz-background-clip: initial;-moz-background-origin: initial; -moz-background-inline-policy: initial;background-attachment:scroll;background-position-x: 0%;background-position-y:50%'><u1:p></u1:p> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white;-moz-background-clip: initial;-moz-background-origin: initial; -moz-background-inline-policy: initial;background-attachment:scroll;background-position-x: 0%;background-position-y:50%'><tt><u1:p></u1:p>   Our day by day decisions determine what our life is like, and gradually, </tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><tt><u1:p></u1:p>over the years, our clientele develops around our own personality. They aren't </tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><tt><u1:p></u1:p>really "them", but, rather, "They are us",  so we are responsible for what </tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><tt><u1:p></u1:p>kind of a career we have.  We, in some way, choose our customers, and  If taking </tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><u1:p></u1:p> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white'> </pre><pre style='margin-left: .5in;background:white;-moz-background-clip: initial;-moz-background-origin: initial; -moz-background-inline-policy: initial;background-attachment:scroll;background-position-x: 0%;background-position-y:50%'><tt><u1:p></u1:p>care of ourselves means that we lose the occasional  inconsiderate customer, </tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><tt><u1:p></u1:p>is that a big loss or simply cleaning up our customer base to better suit our </tt></pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white'> </pre><pre style='margin-left:.5in;background:white;-moz-background-clip: initial; -moz-background-origin: initial;-moz-background-inline-policy: initial; background-attachment:scroll;background-position-x:0%;background-position-y: 50%'><tt><u1:p></u1:p>vocation? 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