who's responsible?

[pianolady50@peoplepc.com]

 Terry,

An unfortunate oversight, but, I would agree with taking care of the
situation, pleasing the customer, and learning from the experience.

I experienced a slightly different twist on the story.  An upright player
had been shipped to me for rebuilding - no refinishing.  When the piano
arrived it looked like it had lived under a waterfall!  I called the
customer to re-inquire about refinishing and was told that they didn't care
what it looked like, they just wanted it playing well again.  I felt bad
that they were putting so much money into the job but would not do the
extra, so I "cleaned up" and evened out the finish - no charge.  Quick and
easy and made it "less ugly".  When the family arrived to approve the job
before delivery, they brought grandma.  She loved pumping the piano!  Then
asked, "Where was it that Stevie used to chew on the edge?"
Oh no!  I had erased Stevie!  I quickly scooted next to the piano and with
my hand out of view, used my thumbnail to create new chew marks.  Grandma
was pleased when I showed her that Stevie was still there.

Debbie Legg