Likes her old clunker

[BH]

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Ron

This is not just a piano issue, it happens when we change houses, cars, =
shoes, dentures and just about anything else you can name.  I believe =
you when you say the piano has absolutely nothing wrong with it.  Her =
reaction to the piano is psychological and quite common.  When I used to =
sell instruments for a music store, we had cases where the customer =
asked to return the new organ or whatever, a couple of days after =
delivery.  I call it the "Post Purchase Syndrome".

I suspect that your customer after having spent all that money, and =
finding the piano very different to her old tried and trusted model, has =
panicked and is looking for a way out.  The thought of parting with the =
her old piano has been difficult to bear.  Given time, she will almost =
certainly come round to realizing that the CW is superior piano.

What to do?  You've done the right thing by giving her two weeks to get =
used to the feel.  At the end of that period, you should call on her =
again and listen to what she has to say.  Take the time to make any =
adjustments you think might make her happier no matter how minuscule =
they may appear to be.  This way, she has seen you do something to =
rectify any problems and will be reassured by this.  If you tell her =
that it's just her imagination and do nothing, you will not win favor =
with this woman.  Also tell her that it is quite normal for her to feel =
as she does after having made such a major purchase.  If her old beast =
is still in the home and she has the opportunity to compare it over the =
next few weeks with the CW, she will quickly see that the old one is =
inferior.  You don't have to tell her this - she will find out for =
herself.=20

As a technician and salesman, you have an obligation to offer service =
and reassurance to your customer, which I know you are doing.  In =
return, your customer must give you reasonable opportunity to correct =
any matters that may arise from the sale.=20

Good luck!

Brian Holden, Piano Tuner, New Zealand.   =20
  ----- Original Message -----=20
  From: Ron & Lorene Shiflet=20
  To: pianotech@ptg.org=20
  Sent: Friday, February 23, 2001 5:44 PM
  Subject: Likes her old clunker


  List,
      I'm running into a problem.  A good friend and client of many =
years just couldn't stand her old clunker of 50 years.  I sold her a =
brand new professional studio which is a wonderful piano. =20
      While we were waiting for the new piano to arrive, she became very =
emotional about her old piano and it became sentimental.  Now she can't =
seem to enjoy her new piano.  I'm trying to decide the best way to deal =
with this.
      Her old piano is a 1950's Baldwin spinet, drop action, scuffed to =
death, missing finish from water vases placed on top, unlevel keys, poor =
repetition, action in need of a rebuild, sounds "tinny" at best.
      Her new piano is a 2001 Charles Walter studio, Queen Anne, =
Accu-tuned to A-440, absolutely nothing wrong with it. =20
      Her complaints are:
    a..     The action is stiff.=20
    b..     Keys are hard to press  =20
    c..     "It feels like there's cotton under the keys".=20
    d..     The notes don't ring when you let off the key (go figure).=20
    e..     Keys don't repeat ( we'll look into this, but it didn't =
happen at     the tuning)=20
    f..     The sound just isn't real bright.=20
    g..     Won't play loud unless you pound.
  I've worked for dealers before who had customers so accustomed to =
their old clunker that they hated the good piano.  All of you tasteful =
technicians, how do you deal with this.  Remember, she's female and it's =
an emotional thing.  I told her to play on it for 2 weeks and get used =
to the feel, and then I'll come out.
  =20
  Ron
  =20
  rshiflet@eaznet.com
    =20

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