<HTML>In a message dated 10/14/02 11:28:02 AM Central Daylight Time, JPIESIK@arinc.com writes: <BLOCKQUOTE TYPE=CITE style="BORDER-LEFT: #0000ff 2px solid; MARGIN-LEFT: 5px; MARGIN-RIGHT: 0px; PADDING-LEFT: 5px">How do I deal with this type of client? Should I be defending myself from >the onset with some type of handout or statement about what could happen >to a neglected piano after a major service? What's the best way to deal >with them on the phone during the callback and once again when in their >home? How many of these do you deal with on average in a month/year? >Should I just shake the dust and move on? It's clearly a communication >problem - isn't it usually? Although, I've also learned you can't please >everyone (at least I'm pleasing most). > >It's a funny thing, really. And, I know you'll understand this: I swear I >can tell when this sort of thing is about to happen the moment I set up >the initial appt. on the phone and "meet" the prospective client. Call it >whatever, I call it PTI (Piano Technician's Intuition). Maybe I should >follow my gut at this stage and politely declare, "Sorry, too busy. Not >taking on any more new clients." > >Quite frankly, this is becoming frustrating. > >Warmest Regards, > >John Piesik, RPT </BLOCKQUOTE> John Since this seems to be happening most often with pianos that were neglected, anticipate the problem, and charge accordingly. Tell them ahead of time that you will need to see the piano again in 2 weeks to do a follow up on the work you did, and that this return call will cost them. (Or you can charge them for it head of time.) If you are going to charge them at the time of the second service, I'll bet you dollar to donuts they will cancel. It's amazing how buzzing strings take care of themselves when it will cost money to take care of them. You could also increase the price of this first time service and build a return call into the price of the tuning/pitch raise/whateveryou do, and not tell them it includes a follow up call. Then, when they call, you'll feel better knowing you've already been compensated, and the customer will think they got great service for free. Wim </HTML>