<font color='black' size='2' face='Arial, Helvetica, sans-serif'> <div>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.</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: Encore Pianos <encorepianos@metrocast.net><br> To: pianotech <pianotech@ptg.org><br> Sent: Thu, Apr 5, 2012 1:04 pm<br> Subject: Re: [pianotech] priorities<br> <br> <div id=AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3> <STYLE>#AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3 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_c02979d3-0edf-45b3-9925-1430405632a3 p.MsoNormal,#AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3 li.MsoNormal,#AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3 div.MsoNormal {margin:0in; 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font-family:"Comic Sans MS"; color:navy; font-weight:normal; font-style:normal; text-decoration:none none;} #AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3 span.EmailStyle26 {mso-style-type:personal-reply; color:black;} #AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3 .MsoChpDefault {mso-style-type:export-only; font-family:"Calibri","sans-serif";} @page WordSection1 {size:8.5in 11.0in; margin:1.0in 1.0in 1.0in 1.0in;} #AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3 div.WordSection1 {page:WordSection1;} </STYLE> <div class=WordSection1> <div class=MsoNormal><SPAN style="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.” </SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black">Will </SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div class=MsoNormal><B><I><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">From:</SPAN></I></B><I><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</B></SPAN></I><B><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> Behalf Of </SPAN></B><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"><A href="mailto:tnrwim@aol.com">tnrwim@aol.com</A><br> <B>Sent:</B> Thursday, April 05, 2012 6:25 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 class=MsoNormal> </div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> <div> <BLOCKQUOTE style="BORDER-BOTTOM: medium none; BORDER-LEFT: blue 1.5pt solid; PADDING-BOTTOM: 0in; MARGIN-TOP: 5pt; PADDING-LEFT: 2pt; PADDING-RIGHT: 0in; MARGIN-BOTTOM: 5pt; BORDER-TOP: medium none; BORDER-RIGHT: medium none; PADDING-TOP: 0in"> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Sorry, but there is a charge for time and mileage that somebody needs to be responsible for.</SPAN></div> </BLOCKQUOTE></div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">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. </SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">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. </SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Wim</SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> <div> <div style="MARGIN-BOTTOM: 12pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> <div> <div style="MARGIN-BOTTOM: 12pt" class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">-----Original Message-----<br> From: Delwin D Fandrich <<A href="mailto:del@fandrichpiano.com">del@fandrichpiano.com</A>><br> To: pianotech <<A href="mailto:pianotech@ptg.org">pianotech@ptg.org</A>><br> Sent: Thu, Apr 5, 2012 12:02 pm<br> Subject: Re: [pianotech] priorities</SPAN></div> <div id=AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107> <div> <div> <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><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"></SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt"> </SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"></SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt">ddf</SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"></SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt"> </SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"></SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Delwin D Fandrich</SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Piano Design & Fabrication</SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">6939 Foothill Court SW, Olympia, Washington 98512 USA</SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Phone  360.515.0119 — Cell  360.388.6525</SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"><A href="mailto:del@fandrichpiano.com">del@fandrichpiano.com </A>— <A href="mailto:ddfandrich@gmail.com">ddfandrich@gmail.com</A></SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 11pt"> </SPAN><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"></SPAN></div> </div> <div style="MARGIN-LEFT: 0.5in"> <div 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> <div style="MARGIN-LEFT: 0.5in"> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> <div> <div style="MARGIN-LEFT: 0.5in"> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Hi Will</SPAN></div> </div> </div> <div> <div style="MARGIN-LEFT: 0.5in"> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> </div> <div> <div style="MARGIN-LEFT: 0.5in"> <div 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> <div style="MARGIN-LEFT: 0.5in"> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> </div> <div> <div style="MARGIN-LEFT: 0.5in"> <div 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> <div style="MARGIN-LEFT: 0.5in"> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> </div> <div> <div style="MARGIN-BOTTOM: 12pt; MARGIN-LEFT: 0.5in"> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Wim.</SPAN></div> </div> </div> <div> <div> <div style="MARGIN-LEFT: 0.5in"> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </font>