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<DIV><FONT face=Arial size=2> I used to run into =
this a lot in
another field, auto repair. Even worse because some customers were =
do-it-yourselfers who knew what a particular job involved and how long =
it
took. (Why didn't they fix it themselves?) =
</FONT></DIV>
<DIV><FONT face=Arial size=2> From this several =
rules were
developed:</FONT></DIV>
<DIV><FONT face=Arial size=2> 1. Let the =
customer know
especially new ones, how much the charges will be when the appointment =
is
made. Pitch raising, tuning, repairs, travel, etc. No =
one
likes surprises where money is concerned. </FONT></DIV>
<DIV><FONT face=Arial size=2> 2. If faced =
with a
customer who is unhappy with the price quoted, politely explain that no
discounts are given. This can be done in an apologetic but firm
manner. Try not to engage in further conversation about =
this, it
gives the customer the notion that you might relent. </FONT></DIV>
<DIV><FONT face=Arial size=2> 3. If you =
really don't
want to return to service this piano, explain to the customer that you =
don't
think you can satisfy them and suggest they call another in the =
future;
that they might be happier with a different technician. I don't =
like to
recommend others as the reputable techs will now be saddled with a =
difficult
customer, and the lesser ones may not do a quality job. Let the =
customer
find their own next serviceperson to deal with. </FONT></DIV>
<DIV><FONT face=Arial
size=2> </FONT></DIV>
<DIV><FONT face=Arial size=2> This can all be done =
in a
professional, non-emotional manner. Always control the =
situation,
don't allow the customer take control and force you to =
do
something you are not comfortable with. </FONT></DIV>
<DIV><FONT face=Arial size=2> Mike
Kurta</FONT></DIV></BODY></HTML>