who's responsible?

[pianolover 88]

I have not yet returned to the customer's home, as Tomorrow (friday) was the 
arliest available opportuninty for her; I initially offered to come over the 
very moment this happened, while talking with her on the phone. I plan on 
making things right, but simply wanted to get  opinions from the list. I 
have not/will not offer "scenarios" and/or excuses to the customer; just 
wanted to hear from you all in the meantime. Thanks for all the feedback!

I only wonder how the customer would have reacted if, when arriving home, 
she witnessed her housekeeper in the act of attempting to insert the desk, 
and it fell out then and there??? Would she put blame on the maid for doing 
what she should NOT have been doing? Like I said before, they should have 
simply called me. We all know this one: "Warranty is void if work NOT 
performed by authorized technician".

Terry Peterson



----Original Message Follows----
From: "Michael Spreeman" <m_spreeman@hotmail.com>
Reply-To: Pianotech <pianotech@ptg.org>
To: pianotech@ptg.org
Subject: Re: who's responsible?
Date: Thu, 15 Dec 2005 13:34:32 -0700

Bravo Susan!  Terry,

Susan is most correct in getting right to the point.  You can continue to 
produce defenses and similar scenarios to demonstrate who is "right" and who 
is "wrong", but that's not the issue.  One could as easily argue that you 
are at fault and provide similar scenarios to substantiate the point. The 
customer (apparently) thinks you are responsible, that's all that really 
matters here.  The bottom line question for you is not who is at fault, but 
rather, do you want your customer satisfied and willing to refer you to 
others, or are you willing to spend the time, money, and energy necessary to 
stand up for yourself and prove you are not at fault?  The latter would most 
certainly result in the loss of the cient as well as potiential negative 
effects to your reputation via word of mouth.

Regards,
Michael Spreeman


>From: Susan Kline <skline@peak.org>
>Reply-To: Pianotech <pianotech@ptg.org>
>To: Pianotech <pianotech@ptg.org>
>Subject: Re: who's responsible?
>Date: Thu, 15 Dec 2005 11:28:55 -0800
>
>"Who's responsible?"
>
>[It's the _wrong question._]
>
>The question you should be asking yourself is what to do about it?
>
>"Stuff" happens. To my mind, there's only one goal worth pursuing
>afterwards -- to get past it.
>
>The best way to get past it is to fess up (if applicable) and make
>it right, whether or not you are out of pocket. The sooner you
>turn it to a "no-fault" situation, the better off everybody will be.
>The real cost of one of these boggles is psychological. You natter
>away trying to excuse yourself and convince other people that you
>are right. This takes a lot of time and effort and isn't a comfortable
>situation to be in. Forgive yourself for not being perfect; forgive
>them for not doing the right thing. Fix whatever went wrong.
>And forget it.
>
>JM_H_O
>
>Susan Kline
>
>_______________________________________________
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