ethics question

[richard.ucci@att.net]

---------------------- multipart/alternative attachment
Thanks Robin,

You speak the truth. When asked if I know another tech, my usual response is : "Yes I am familar with them or their work" and that is where I leave it. It's like saying "That piano is amazing". Amazing can mean a lot of different things, and I let the owner read into it as they wish.

RU 

-------------- Original message from "Robin Blankenship" : -------------- 

Rick,
David is absolutely correct. Just do the best work that you can and be patient. I've had plenty of customers use somebody else........once. And, when you get them back, DO NOT denigrate the other tuner(s). Often, it is a matter of personal taste on the customer's part. While it is true that we are "competitors" for business, it also true that our common "foe" is actually the limits of the piano's abilities to sound and feel wonderful. Whenever another's tuner's name is mentioned, I always find something positive to say about them. For one thing, I do not wish to disparage the customer's taste or judgement. Yes, I may enjoy a moment of "victory" later, after I have gotten the customer back; but, I keep that to myself. We piano techs all need each other's knowledge, experience and insight in order to best "Save The Music", to borrow a phrase. 

Be patient and enjoy each opportunity to service a piano. It IS a privilege.

Robin Blankenship
----- Original Message ----- 
From: richard.ucci@att.net 
To: ilvey@sbcglobal.net ; Pianotech 
Sent: Tuesday, October 05, 2004 8:36 AM
Subject: RE: ethics question


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
---------------------- multipart/alternative attachment
An HTML attachment was scrubbed...
URL: https://www.moypiano.com/ptg/pianotech.php/attachments/11/85/4b/52/attachment.htm

---------------------- multipart/alternative attachment--