Customer question

[tune4u@earthlink.net]

There's always the direct, unambiguous approach: "Listen, you old bat, ... "

Seriously, just explain. "If it were a problem when I was tuning, and it
only required a minor adjustment (keyslip bind, front rail pin binding, or
Barbie Doll shoe), I'd have taken care of it as part of the tuning. Since
it's a new problem, I'll have to charge at least a minimum service call fee
just to cover my time and expenses. You can understand that, I'm sure."

The response can only be positive ... if she still wants you for free, try:

"Perhaps I can take care of it with the next tuning in May." (or whenever)

Response still negative? See the direct, unambiguous approach above.

Alan Barnard
Salem, MO

----- Original Message -----
From: "Sherry" <swidmer@rochester.rr.com>
To: "Pianotech" <pianotech@ptg.org>
Sent: Monday, December 30, 2002 12:35 PM
Subject: Customer question


> I could use some input on the following situation.  I did a pitch raise on
a
> Baldwin Acrosonic the other day and also replaced a broken spring.  The
> customer just called back and said she had a sticking key and wanted me to
> come fix it (without charge).  Obviously I have not been clear enough
about
> what is "included" in a tuning call and what should be considered a new
> service call request.  I have a feeling this lady will have a lot of
things
> go wrong with this piano since it was not maintained properly for many
years
> and just keep calling pretty much forever asking me to stop by without
> charge for "little things" that are wrong.
>
> 1) Any suggestions for this particular situation.
>
> 2) How can I delineate what is and what is not included in a regular
tuning
> appointment (re:  repairs, etc)
>
> Thanks for the help.   Sherry
>
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