<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:st1="urn:schemas-microsoft-com:office:smarttags" 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 11 (filtered medium)"> <o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="Street"/> <o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="country-region"/> <o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="PostalCode"/> <o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="State"/> <o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="City"/> <o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="address"/> <o:SmartTagType namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="PersonName"/>  <style>  </style> </head> <body lang=EN-US link="#000000" vlink="#000000"> <div class=Section1> <p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:navy'>Yesterday I got an early call………  Have to have my piano tuned today or tomorrow.   No could do.  Besides a “performer” was coming to play, and the piano hadn’t been tuned in years.  Hung up, and my second client called to reschedule.  Darn, could have replaced with the one who needed immediate tuning……….   Screwed up on my gps and didn’t find first customer till too late, and had to reschedule her for very late in the day, so still half a day shot.  Then , on my way home a guy called from out of the blue and had a piano not tuned in about 30 years……….   Got to take it right away, and thus the day was filled.  Also part of the mystery of scheduling and “being in control” of our business.   Sometimes we have a lot less control than we believe we do, and sometimes things work out…….    It was a mystery to me.<o:p></o:p></span></font></p> <p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:navy'>Les Bartlett<br> <br> <o:p></o:p></span></font></p> <p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p> <div> <div class=MsoNormal align=center style='text-align:center'><font size=3 face="Times New Roman"><span style='font-size:12.0pt'> <hr size=2 width="100%" align=center tabindex=-1> </span></font></div> <p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt; font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2 face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org] <b><span style='font-weight:bold'>On Behalf Of </span></b>tnrwim@aol.com<br> <b><span style='font-weight:bold'>Sent:</span></b> Thursday, April 05, 2012 8:11 PM<br> <b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">pianotech@ptg.org</st1:PersonName><br> <b><span style='font-weight:bold'>Subject:</span></b> Re: [pianotech] priorities</span></font><o:p></o:p></p> </div> <p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size: 12.0pt'><o:p> </o:p></span></font></p> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;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></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Wim  <o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'><br> <br>  <o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal style='margin-bottom:12.0pt'><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial;color:black'>-----Original Message-----<br> From: Encore Pianos <encorepianos@metrocast.net><br> To: pianotech <<st1:PersonName w:st="on">pianotech@ptg.org</st1:PersonName>><br> Sent: Thu, Apr 5, 2012 1:04 pm<br> Subject: Re: [pianotech] priorities<o:p></o:p></span></font></p> <div id="AOLMsgPart_1_c02979d3-0edf-45b3-9925-1430405632a3"> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;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></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Will <o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal><b><i><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial;color:black;font-weight:bold; font-style:italic'>From:</span></font></i></b><i><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial;color:black; font-style:italic'> <a href="mailto:pianotech-bounces@ptg.org"><u><font color=blue><span style='color:blue'>pianotech-bounces@ptg.org</span></font></u></a> [<a href="mailto:pianotech-bounces@ptg.org?"><u><font color=blue><span style='color:blue'>mailto:pianotech-bounces@ptg.org</span></font></u></a>] <b><span style='font-weight:bold'>On</span></b></span></font></i><b><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black;font-weight:bold'> Behalf Of </span></font></b><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'><a href="mailto:tnrwim@aol.com"><u><font color=blue><span style='color:blue'>tnrwim@aol.com</span></font></u></a><br> <b><span style='font-weight:bold'>Sent:</span></b> Thursday, April 05, 2012 6:25 PM<br> <b><span style='font-weight:bold'>To:</span></b> <a href="mailto:pianotech@ptg.org"><u><font color=blue><span style='color:blue'>pianotech@ptg.org</span></font></u></a><br> <b><span style='font-weight:bold'>Subject:</span></b> Re: [pianotech] priorities<o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></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><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Sorry, but there is a charge for time and mileage that somebody needs to be responsible for.<o:p></o:p></span></font></p> </div> </blockquote> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;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></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;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></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Wim<o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> <div> <div style='margin-bottom:12.0pt'> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> <div> <div style='margin-bottom:12.0pt'> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>-----Original Message-----<br> From: Delwin D Fandrich <<a href="mailto:del@fandrichpiano.com"><u><font color=blue><span style='color:blue'>del@fandrichpiano.com</span></font></u></a>><br> To: pianotech <<a href="mailto:pianotech@ptg.org"><u><font color=blue><span style='color:blue'>pianotech@ptg.org</span></font></u></a>><br> Sent: Thu, Apr 5, 2012 12:02 pm<br> Subject: Re: [pianotech] priorities<o:p></o:p></span></font></p> </div> <div id="AOLMsgPart_1_fdd2047d-7abb-4a07-8207-939803bc6107"> <div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 11.0pt;font-family:Arial;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></font><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'><o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 11.0pt;font-family:Arial;color:black'> </span></font><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'><o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 11.0pt;font-family:Arial;color:black'>ddf</span></font><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'><o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 11.0pt;font-family:Arial;color:black'> </span></font><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'><o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Delwin D Fandrich<o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Piano Design & Fabrication<o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><st1:address w:st="on"><st1:Street w:st="on"><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'>6939 Foothill Court SW</span></font></st1:Street><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'>, <st1:City w:st="on">Olympia</st1:City>, <st1:State w:st="on">Washington</st1:State> <st1:PostalCode w:st="on">98512</st1:PostalCode> <st1:country-region w:st="on">USA</st1:country-region></span></font></st1:address><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'><o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Phone  360.515.0119 — Cell  360.388.6525<o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'><a href="mailto:del@fandrichpiano.com"><u><font color=blue><span style='color:blue'>del@fandrichpiano.com </span></font></u></a>— <a href="mailto:ddfandrich@gmail.com"><u><font color=blue><span style='color:blue'>ddfandrich@gmail.com</span></font></u></a><o:p></o:p></span></font></p> </div> </div> <div> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 11.0pt;font-family:Arial;color:black'> </span></font><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'><o:p></o:p></span></font></p> </div> </div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><b><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial;color:black;font-weight:bold'>From:</span></font></b><font size=2 color=black face=Arial><span style='font-size:10.0pt;font-family:Arial; color:black'> <a href="mailto:pianotech-bounces@ptg.org"><u><font color=blue><span style='color:blue'>pianotech-bounces@ptg.org</span></font></u></a> [<a href="mailto:pianotech-bounces@ptg.org?"><u><font color=blue><span style='color:blue'>mailto:pianotech-bounces@ptg.org</span></font></u></a>] <b><span style='font-weight:bold'>On Behalf Of </span></b><a href="mailto:tnrwim@aol.com"><u><font color=blue><span style='color:blue'>tnrwim@aol.com</span></font></u></a><br> <b><span style='font-weight:bold'>Sent:</span></b> Thursday, April 05, 2012 2:15 PM<br> <b><span style='font-weight:bold'>To:</span></b> <a href="mailto:pianotech@ptg.org"><u><font color=blue><span style='color:blue'>pianotech@ptg.org</span></font></u></a><br> <b><span style='font-weight:bold'>Subject:</span></b> Re: [pianotech] priorities<o:p></o:p></span></font></p> </div> </div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> <div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Hi Will<o:p></o:p></span></font></p> </div> </div> </div> <div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> </div> <div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;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></font></p> </div> </div> </div> <div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> </div> <div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;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></font></p> </div> </div> </div> <div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> </div> <div> <div style='margin-left:.5in;margin-bottom:12.0pt'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'>Wim.<o:p></o:p></span></font></p> </div> </div> </div> <div> <div> <div style='margin-left:.5in'> <div> <p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size: 10.0pt;font-family:Arial;color:black'> <o:p></o:p></span></font></p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div>  <div class=MsoNormal align=center style='text-align:center'><font size=3 face="Times New Roman"><span style='font-size:12.0pt'> <hr size=1 width="100%" noshade color="#aca899" align=center> </span></font></div> <p class=avgcert color="#000000"><font size=3 face="Times New Roman"><span style='font-size:12.0pt'>No virus found in this message.<br> Checked by AVG - <a href="http://www.avg.com"><u><font color=blue><span style='color:blue'>www.avg.com</span></font></u></a><br> Version: 10.0.1424 / Virus Database: 2409/4917 - Release Date: 04/05/12<o:p></o:p></span></font></p> </div> </body> </html>