<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=us-ascii"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><style></style></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='color:black'>Hi Wim:<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'>We each make our own decisions on how to handle these things, based on a number of reasons.  Some will charge the customers, some will not.   For me, mostly I don’t.<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'>Your points about remaining calm and professional are well taken.  That is the best way to handle things, almost always.<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'>I would handle this slightly differently.  After rescheduling the appointment, I would have said to her (politely), “If you had called me to reschedule this even as late as this morning, I would happily have done so.  That would have saved me a half hour drive to your home and now the same drive back, plus my gas.  Please make a point of calling me next time. I’ll see you on May 5<sup>th</sup> .”  And leave it at that.  <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'>It is appropriate for us to share with the customer the notion that they have inconvenienced us.  Particularly in this case.  This seems thoughtless and inconsiderate, since she clearly knew you were coming.  <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'>If she took offense at my polite reminder, then I would not want her as my customer.  I am offering a skilled professional service, I value my time, and I am not her dog.<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 Truitt<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'><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 3:58 PM<br><b>To:</b> pianotech@ptg.org<br><b>Subject:</b> [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'>This is a follow up on Joseph's complaint about customers not showing up on 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'>This morning I had a 9 AM appointment about a half hour's drive away, It's the only appointment I had today, as the rest of the day I was going to spend working in the shop. Anyway. when I got there, the customer told me that she was going to have her carpets cleaned, and I needed to reschedule the appointment. Now mind you, this was a pre-scheduled appointment, set 6 months ago. Not only that, but I had sent here a post card AND an e-mail to remind her of the appointment a week ago, to which she replied that she would be there. <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'>Was I pissed? Yes. Did I call her all sorts of names under my breath? Yes. Did I show it? No. I told her I understood, and re-scheduled the appointment for next month. <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'>The point is, for her, getting the carpets cleaned was more important that getter the piano tuned. As much as we want to think that having a piano tuned is the most important thing, for most customers, it's way down on their priority list. We need to remind ourselves that customers spend discretionary income on us, and will, at the drop of a hat, spend it on other items in a minute. (Or will schedule other events). If we piss off the customer by showing displeasure or letting them know in anyway that we're not pleased with their decision not to have the piano tuned, it will do nothing more than convince them that they need to spend their money elsewhere. <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'>So the next time a customer shows up late, or cancels the appointment after you get there, remember that having them give you money is a blessing, not a priority. <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 Blees RPT<o:p></o:p></span></p></div><div><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Hawaii<o:p></o:p></span></p></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></body></html>