<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta http-equiv=Content-Type content="text/html; charset=utf-8"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><style></style></head><body lang=EN-US link="#000000" vlink="#000000"><div class=WordSection1><p class=MsoNormal><span style='color:black'>You are correct about it being wasted time that you do not have the opportunity to fill. No, I do not charge for that. For me, I always have something going in the shop, whether it’s a rebuild or time spent at the desk scheduling or bookkeeping or whatever. I try to make my time useful, or otherwise chalk it up as an occasional cost of doing business.<o:p></o:p></span></p><p class=MsoNormal><span style='color:black'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:black'>Will<o:p></o:p></span></p><p class=MsoNormal><span style='color:black'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org] <b>On Behalf Of </b>tnrwim@aol.com<br><b>Sent:</b> Thursday, April 05, 2012 9:11 PM<br><b>To:</b> pianotech@ptg.org<br><b>Subject:</b> Re: [pianotech] priorities<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>We have a different opinion and solution to this problem. Ok. But now the next question. Instead of being stood up at the door, what if she calls (pick one), an hour, two hours, the night before, a day before, any time, which doesn't allow you enough time to schedule someone else in that time slot, do you still charge her for lost income and a no show? I realize travel time is worth something, and since I was staying home to work in the shop anyway, the time was not wasted. But what if its the first appointment of the day, and you've got several others to do? Wasted time is wasted time.<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Wim  <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><br><br> <o:p></o:p></span></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>-----Original Message-----<br>From: Encore Pianos <<a href="mailto:encorepianos@metrocast.net"><span style='color:windowtext'>encorepianos@metrocast.net</span></a>><br>To: pianotech <<a href="mailto:pianotech@ptg.org"><span style='color:windowtext'>pianotech@ptg.org</span></a>><br>Sent: Thu, Apr 5, 2012 1:04 pm<br>Subject: Re: [pianotech] priorities<o:p></o:p></span></p><div id="AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3"><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Since in her eyes you place no value on your time by not charging for it, and since you don’t seem to mind (you didn’t say anything) driving for an hour just to turn around and go home empty handed, then it must be ok.  So there is no good reason for her not to do it to you again, should a friend call that morning and say, “Let’s go shopping.” <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Will <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div><div><p class=MsoNormal><b><i><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>From:</span></i></b><i><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <a href="mailto:pianotech-bounces@ptg.org"><u><span style='color:blue'>pianotech-bounces@ptg.org</span></u></a> [<a href="mailto:pianotech-bounces@ptg.org?"><u><span style='color:blue'>mailto:pianotech-bounces@ptg.org</span></u></a>] <b>On</b></span></i><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> Behalf Of </span></b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><a href="mailto:tnrwim@aol.com"><u><span style='color:blue'>tnrwim@aol.com</span></u></a><br><b>Sent:</b> Thursday, April 05, 2012 6:25 PM<br><b>To:</b> <a href="mailto:pianotech@ptg.org"><u><span style='color:blue'>pianotech@ptg.org</span></u></a><br><b>Subject:</b> Re: [pianotech] priorities<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div><div><blockquote style='border:none;border-left:solid blue 1.5pt;padding:0in 0in 0in 2.0pt;margin-top:5.0pt;margin-bottom:5.0pt'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Sorry, but there is a charge for time and mileage that somebody needs to be responsible for.<o:p></o:p></span></p></div></blockquote></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>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. <o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>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. <o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Wim<o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div><div><div style='margin-bottom:12.0pt'><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div><div><div style='margin-bottom:12.0pt'><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>-----Original Message-----<br>From: Delwin D Fandrich <<a href="mailto:del@fandrichpiano.com"><u><span style='color:blue'>del@fandrichpiano.com</span></u></a>><br>To: pianotech <<a href="mailto:pianotech@ptg.org"><u><span style='color:blue'>pianotech@ptg.org</span></u></a>><br>Sent: Thu, Apr 5, 2012 12:02 pm<br>Subject: Re: [pianotech] priorities<o:p></o:p></span></p></div><div id="AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107"><div><div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Arial","sans-serif";color:black'>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><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Arial","sans-serif";color:black'> </span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Arial","sans-serif";color:black'>ddf</span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Arial","sans-serif";color:black'> </span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Delwin D Fandrich<o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Piano Design & Fabrication<o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>6939 Foothill Court SW, Olympia, Washington 98512 USA<o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Phone  360.515.0119 — Cell  360.388.6525<o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><a href="mailto:del@fandrichpiano.com"><u><span style='color:blue'>del@fandrichpiano.com </span></u></a>— <a href="mailto:ddfandrich@gmail.com"><u><span style='color:blue'>ddfandrich@gmail.com</span></u></a><o:p></o:p></span></p></div></div><div><div><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Arial","sans-serif";color:black'> </span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p></div></div><div style='margin-left:.5in'><div><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>From:</span></b><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <a href="mailto:pianotech-bounces@ptg.org"><u><span style='color:blue'>pianotech-bounces@ptg.org</span></u></a> [<a href="mailto:pianotech-bounces@ptg.org?"><u><span style='color:blue'>mailto:pianotech-bounces@ptg.org</span></u></a>] <b>On Behalf Of </b><a href="mailto:tnrwim@aol.com"><u><span style='color:blue'>tnrwim@aol.com</span></u></a><br><b>Sent:</b> Thursday, April 05, 2012 2:15 PM<br><b>To:</b> <a href="mailto:pianotech@ptg.org"><u><span style='color:blue'>pianotech@ptg.org</span></u></a><br><b>Subject:</b> Re: [pianotech] priorities<o:p></o:p></span></p></div></div><div style='margin-left:.5in'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div><div><div style='margin-left:.5in'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Hi Will<o:p></o:p></span></p></div></div></div><div><div style='margin-left:.5in'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div></div><div><div style='margin-left:.5in'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>What I said to the customer is not important. The point is, you need to keep in mind what the priorities are. <o:p></o:p></span></p></div></div></div><div><div style='margin-left:.5in'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div></div><div><div style='margin-left:.5in'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>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.<o:p></o:p></span></p></div></div></div><div><div style='margin-left:.5in'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div></div><div><div style='margin-left:.5in;margin-bottom:12.0pt'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Wim.<o:p></o:p></span></p></div></div></div><div><div><div style='margin-left:.5in'><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'> <o:p></o:p></span></p></div></div></div></div></div></div></div></div></div></div></div></body></html>