<HTML>In a message dated 5/7/03 2:33:00 PM Central Daylight = Time, Tvak@aol.com writes: <BLOCKQUOTE TYPE=CITE style="BORDER-LEFT: #0000ff 2px solid; MARGIN-LEFT= : 5px; MARGIN-RIGHT: 0px; PADDING-LEFT: 5px">Would you:  A) charge him = for it?       B) just leave it like it is?       C) not charge him, but  let him know you= took care of the problem for him? Just curious how some of you might approach this. Thanks. Tom Sivak </BLOCKQUOTE> The number one rule here is, no matter what you do, and especially if you do= n't charge, is to let the customer know you did it, and that you didn't char= ge him. It is called extra added value. It's those little things that custom= er will remember you by. Any Tom Dick or Sally can tune a piano. But the way= to stand out is to do something extra, at no charge, to make the customer h= appy. As far as where to draw the line, that depends on how long it takes. If you = generally take one hour to tune, and you're done after 50 minutes, do the li= ttle extras at no charge. If you're at 60 minutes, and you know it will take= another 10 - 15 minutes to do the extras, ask permission first. But if you = can't, or you do it without asking, and have to charge a few bucks more, be = sure to tell the customer you what you did, why it was important to fix it, = and what would have happened if you didn't fix it. Wim </HTML>