[CAUT] Jeanie's brain storm - was Boston changed to dealers...

[David Love]

A reason to insist on getting paid on the day of the appointment.  I would
have told the customer that they are obligated to pay the invoice since the
contract to do the work was with them but they are welcome to send the
invoice to the dealer for reimbursement though you can't guarantee what the
dealer will do.    I wouldn't necessarily sever the relationship but a frank
discussion about your expectations on future work and the dealer involvement
would be appropriate.  Unfortunately, the customer used your unpaid bill to
leverage the dealer into paying for the work.  Had they paid you and then
gone to the dealer to seek reimbursement they would not probably have been
paid back, the dealer arguing that they would need to have given prior
approval.   Of course the dealer wasn't happy.   He probably felt trade
pressure to pay you and fortunately did.   Going to the dealer up to get
prior approval might have meant that they would send their own technician.
A difficult situation.  In spite of the feeling of betrayal this might have
been the best outcome for you.  Just clarify future arrangements and let the
customer know, in a polite way, that you are happy to work for them and keep
them informed about the state of their piano but don't want to be put in the
middle of a dispute with the dealer.  If the customer balks at that
arrangement then you don't want to work for them.  

 

David Love

www.davidlovepianos.com

 

From: caut-bounces at ptg.org [mailto:caut-bounces at ptg.org] On Behalf Of Dennis
Johnson
Sent: Wednesday, November 25, 2009 10:03 AM
To: caut at ptg.org
Subject: Re: [CAUT] Jeanie's brain storm - was Boston changed to dealers...

 

Hi-

So since we've taken it this far, I have a question.  This is a real problem
which has happened to me, and fairly recently.  I am called to tune and
check and service, as feasible, a piano I have not known from a new customer
who is referred by older customers.  The piano is from eastern europe and
probably about 5 years old.  They are very unhappy with it to say the least
and have been through the dealers service enough times to be looking
elsewhere.   I arrive, the customer is not even there but arranges for
someone to have let me in.  Via phone, I confirm lots of regulation, voicing
and tuning needs, but only have about 3 hrs max to offer with this visit.  I
explain very clearly that I am not a representative from the dealer and do
not have any prior association with that particular dealer, and, nothing
personal, but I'm not here to start such a relationship with that dealer
either.   I could greatly improve this piano, but this is between you -the
customer- and me.  As I see it, my rate was most reasonable anyway, but the
point is the customer should be able make that choice.  I was not interested
in going though or working for that particular dealer.  Just how it is.
Customer approved this arrangement and I got to work and left my invoice.
A few weeks later I wasn't paid yet,  so made a call.   Turns out the
customer changed his mind and decided that indeed the dealer should pay
anyway so he made an issue.  You can imagine what happens next.  In the end
the dealer paid, but wasn't very happy and I feel betrayed by the customer.
I don't know if I'll go back there or not.   There is no other product I can
think of in any market where customers seem to have so much flexibility
about service.  Take your car anywhere you want, but if the dealer is going
to pay for it under warranty you need to talk to them.  Can we not trust an
independent agreement with the piano owner for service on a piano less than
10 years old?  Any suggestions.......?  

cheers,

Dennis Johnson

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