ethics question

[richard.ucci@att.net]

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Thanks for the advice Dave,

I think the fact that a strong bond was not yet created with them had a lot to do with it, however I do have a strong bond with the womans father who's piano I service and who was not pleased about the teachers behavior.

RU/UP

-------------- Original message from David Ilvedson : -------------- 

I'd call the teacher and tell him to quit recommending the new tuner to your customers.   Don't get steamed on the phone with the teacher.   What's wrong with that?   He just may say OK unless you've really ticked him off somehow...;-]  

On a related note...you will NEVER keep all your customers.   The best you can do is do top notch work and be as friendly and interested in their piano/them as you can.   I keep names of children, pets etc. in my database to refer to when calling.  Most importantly keep the regular contact for service and that's all you can do.  Creating some sort of personal bond with the customers does beget loyalty.  That being said, I've lost oodles of customers over the years...usually from my neglect of contact, they moved, quit playing the piano and yes, sometimes another tuner is referred...

David I.


----- Original message ---------------------------------------->
From: <richard.ucci@att.net>
To: <pianotech@ptg.org>
Received: Mon, 04 Oct 2004 19:32:08 +0000
Subject: ethics question

OK guys , here's the deal.
A piano teacher I tuned for years ago, stopped using me for reasons unknown, and started using a competitor.  He then started telling clients who were mine originally and referred to him for teaching, to use the other tuner.

Last night I lost another one. The woman said," Oh we just had it tuned.Our teacher suggested someone else. But if it doesn't sound good later we'll call you". 

I replied ,"Thank you for your loyalty". "I'll certainly be waiting by the phone for your call"." I am deleting you from my files, Good Bye".

Has this ever happened to you guys and what if anything can I do about it and still be ethical. I deal with about fifteen or more teachers now but I'm really starting to get steamed.

Thanks,
Rick Ucci/Ucci Piano
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