<font color='black' size='2' face='Arial, Helvetica, sans-serif'> <div><FONT face="Arial, Helvetica, sans-serif">Hi Will</FONT></div> <div> </div> <div>What I said to the customer is not important. The point is, you need to keep in mind what the priorities are. </div> <div> </div> <div>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.</div> <div> </div> <div>Wim.<br> <br> </div> <div style="CLEAR: both"> <div> </div> </div> <br> <br> <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 10:28 am<br> Subject: Re: [pianotech] priorities<br> <br> <div id=AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2> <STYLE>#AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 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;} #AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 p.MsoNormal,#AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 li.MsoNormal,#AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 div.MsoNormal {margin:0in; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman","serif";} #AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 a:link,#AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 span.MsoHyperlink {mso-style-priority:99; color:blue; text-decoration:underline;} #AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 a:visited,#AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 span.MsoHyperlinkFollowed {mso-style-priority:99; color:purple; text-decoration:underline;} #AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 span.EmailStyle17 {mso-style-type:personal-reply; color:black;} #AOLMsgPart_1_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 .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_59efb1b5-9635-44d8-8fbc-bef9892b0ad2 div.WordSection1 {page:WordSection1;} </STYLE> <div class=WordSection1> <div class=MsoNormal><SPAN style="COLOR: black">Hi Wim:</SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div 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.</SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div 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.</SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div 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.  </SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div 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.  </SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div 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.</SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black">Will Truitt</SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <div class=MsoNormal><SPAN style="COLOR: black"> </SPAN></div> <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 3:58 PM<br> <B>To:</B> <A href="mailto:pianotech@ptg.org">pianotech@ptg.org</A><br> <B>Subject:</B> [pianotech] priorities</SPAN></div> <div class=MsoNormal> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">This is a follow up on Joseph's complaint about customers not showing up on time. </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">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. </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">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. </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">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. </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">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. </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 Blees RPT</SPAN></div> </div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt">Hawaii</SPAN></div> </div> <div> <div> <div class=MsoNormal><SPAN style="FONT-FAMILY: ; FONT-SIZE: 10pt"> </SPAN></div> </div> </div> </div> </div> </div> </font>