<font color='black' size='2' face='Arial, Helvetica, sans-serif'><br> <div style="FONT-FAMILY: arial,helvetica; COLOR: black; FONT-SIZE: 10pt"> <BLOCKQUOTE style="BORDER-LEFT: blue 2px solid; PADDING-LEFT: 3px">Sorry, but there is a charge for time and mileage that somebody needs to be responsible for.</BLOCKQUOTE></div> <div>I agree, and in a fair and equitable world, it would be that way. I would have argued with her that I am as important as the carpet cleaner, and that if she didn't have me tune the piano then, I would add the trip charge to the next appointment. She might have accepted that, and even have me come in three weeks to tune her piano, and paid me the extra trip charge. But that probably would have been the last time I saw her. Not only that, she would probably tell a lot of her friends what I did. And at this point, I can't afford to do that. No matter how you slice it, pissing off a customer will not make you any money. </div> <div> </div> <div>Yes, I lost money today. (Well, I didn't loose money, I just didn't make any). But hopefully I can make money off of her in the future. </div> <div> </div> <div>Wim</div> <div> </div> <div> <br> <br> </div> <div style="FONT-FAMILY: arial,helvetica; COLOR: black; FONT-SIZE: 10pt">-----Original Message-----<br> From: Delwin D Fandrich <del@fandrichpiano.com><br> To: pianotech <pianotech@ptg.org><br> Sent: Thu, Apr 5, 2012 12:02 pm<br> Subject: Re: [pianotech] priorities<br> <br> <div id=AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107> <STYLE>#AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 td{color: black;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} @font-face {font-family:Tahoma; panose-1:2 11 6 4 3 5 4 4 2 4;} @font-face {font-family:"Comic Sans MS"; panose-1:3 15 7 2 3 3 2 2 2 4;} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 p.MsoNormal,#AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 li.MsoNormal,#AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 div.MsoNormal {margin:0cm; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman","serif";} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 p.MsoAcetate,#AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 li.MsoAcetate,#AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 div.MsoAcetate {mso-style-priority:99; mso-style-link:"Balloon Text Char"; margin:0cm; margin-bottom:.0001pt; font-size:8.0pt; font-family:"Tahoma","sans-serif";} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 p.msochpdefault,#AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 li.msochpdefault,#AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 div.msochpdefault {mso-style-name:msochpdefault; mso-margin-top-alt:auto; margin-right:0cm; mso-margin-bottom-alt:auto; margin-left:0cm; font-size:12.0pt; font-family:"Times New Roman","serif";} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 span.emailstyle17 {mso-style-name:emailstyle17;} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 span.EmailStyle19 {mso-style-type:personal; color:black;} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 span.EmailStyle20 {mso-style-type:personal-reply; font-family:"Comic Sans MS"; color:navy; font-weight:normal; font-style:normal; text-decoration:none none;} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 span.BalloonTextChar {mso-style-name:"Balloon Text Char"; mso-style-priority:99; mso-style-link:"Balloon Text"; font-family:"Tahoma","sans-serif";} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 .MsoChpDefault {mso-style-type:export-only; font-family:"Calibri","sans-serif";} @page WordSection1 {size:612.0pt 792.0pt; margin:72.0pt 72.0pt 72.0pt 72.0pt;} #AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107 div.WordSection1 {page:WordSection1;} </STYLE> <div class=WordSection1> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt">Well, of course it’s a negative. I would consider standing me up without any notice to be a negative. I would consider saying nothing to be equal to saying my time and that of her carpet cleaner are valuable, mine is not so I’ll just go away quietly. Sorry, but there is a charge for time and mileage that somebody needs to be responsible for.</SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt"> </SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt">ddf</SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt"> </SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Delwin D Fandrich</SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"></SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Piano Design & Fabrication</SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"></SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">6939 Foothill Court SW, </SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Olympia, Washington 98512 USA</SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Phone  360.515.0119 — Cell  360.388.6525</SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"></SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"><A href="mailto:del@fandrichpiano.com"><U><SPAN style="COLOR: blue">del@fandrichpiano.com </SPAN></U></A></SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">— </SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"><A href="mailto:ddfandrich@gmail.com"><U><SPAN style="COLOR: blue">ddfandrich@gmail.com</SPAN></U></A></SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt"></SPAN></div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt"> </SPAN></div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal><B><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">From:</SPAN></B><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> <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>] <B>On Behalf Of </B><A href="mailto:tnrwim@aol.com">tnrwim@aol.com</A><br> <B>Sent:</B> Thursday, April 05, 2012 2:15 PM<br> <B>To:</B> <A href="mailto:pianotech@ptg.org">pianotech@ptg.org</A><br> <B>Subject:</B> Re: [pianotech] priorities</SPAN></div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal> </div> <div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Hi Will</SPAN></div> </div> <div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> <div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">What I said to the customer is not important. The point is, you need to keep in mind what the priorities are. </SPAN></div> </div> <div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> <div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">But anything you say, other than "I understand", with a smile on your face, might be construed by the customer as negative. In fact, reminding her that she made a mistake by not calling you, could be interpreted as negative, no matter how nicely you say it. So unless you have more customers than you can handle, just say thank you, and leave it that.</SPAN></div> </div> <div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> <div> <div style="MARGIN-BOTTOM: 12pt; MARGIN-LEFT: 36pt; MARGIN-RIGHT: 0cm; mso-margin-top-alt: 0cm" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Wim.</SPAN></div> </div> <div> <div> <div style="MARGIN-LEFT: 36pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> </div> </div> </div> </div> </font>