Wim-- First you decide whether you want to keep these customers or not. If so, you accentuate the positive. "You must feel proud of your new acquisition, don't you?" and "I hope you'll be happy with your piano for many years". If they find out they paid too much, it shouldn't be from you. If they ask you specifically, you must tell them the truth as you see it.... but there are ways of not insulting their intelligence. Try to stay away from the woulda', shoulda', coulda', stuff. "You paid high retail". And if they ask further you say "Since I've been in the business for a while, I know how to get around that". I think anybody who pays high retail (or more) for ANYTHING deserves what they get... Touchy situation. Lisa Weller
This PTG archive page provided courtesy of Moy Piano Service, LLC