who's responsible?

[Robert Wilson]

This is a difficult one, but sometimes you can be
wrong by being right! also, you can never win an
argument with a customer.  You win the argument and
lose the customer so you're in a no win situation. 
You have to make the best of it.

Bob


--- pianolover 88 <pianolover88@hotmail.com> wrote:

> Ok, here is what I feelis a good analogy. A
> refrigerator repairman has spent 
> a few hours servicing a fridge, cleaning out the
> motor compartment, 
> installing a new compressor,etc. He removes all the
> glass shelves from the 
> inside (the food had already been removed by the
> owner, who is not 
> home...same scenario) so he can fix a bad connection
> in the light switch. He 
> puts everything back together, except a glass shelf;
> simply an oversight. 
> Later, the housekeeper spots it and decides to put
> it back inside the 
> fridge.  Even later the owner comes home, opens the
> fridge and the glass 
> shelf, having not been put properly on the tracks,
> comes crashing down and 
> shatters into a million pieces! Who's fault is
> that??? SAME THING. A music 
> desk on a grand is COMMONLY removed and replaced by
> piano owners, as is a 
> fridge shelf. I just don't see how I can be
> responsible for the 
> housekeeper's actions. Again, if there was ANY
> question as to putting it 
> back CORRECTLY, they could have simply called me,
> but the housekeeper took 
> it upon herself to "wedge" the desk under the top
> lid apparently just to get 
> it off the floor! Don't you think she should have at
> LEAST informed the 
> owner that MAYBE she did not put it in the right
> way, and to MAYBE be 
> cautious when opening the lid???? Does she bare ZERO
> responsibility?
> 
> 
> Terry Peterson
> 
> 
> 
> ----Original Message Follows----
> From: Greg Newell <gnewell@ameritech.net>
> Reply-To: Pianotech <pianotech@ptg.org>
> To: Pianotech <pianotech@ptg.org>
> Subject: Re: who's responsible?
> Date: Thu, 15 Dec 2005 08:13:43 -0500
> 
> 
> My thoughts are, Yes, you are responsible. Too bad
> it worked out this way 
> but that's what insurance is for.
> 
> Greg Newell
> 
> 
> At 12:25 AM 12/15/2005, you wrote:
> >Inadvertantly forgot to replace customer's music
> desk in her Weber grand. 
> >I'd been there for about 3 1/2 hours doing a major
> "technical" cleaning, 
> >big pitch raise, tuning, and finally made a pattern
> for a custom string 
> >cover, which I sold during the visit. The customer
> had to leave just after 
> >I got started, but her housekeeper was there for
> the duration of my visit. 
> >Upon completion, I closed the lid and flyleaf and
> played a couple pieces on 
> >the piano, enjoying what I felt was  job well done.
> At just about this time 
> >I received a call on my cell. I told the caller
> that I would call her back 
> >in a few moments, then proceeded to pack my tools
> and move on to the next 
> >job.
> >
> >As stated in the outset, I forgot to replace the
> music desk, (a first for 
> >me, but hardly the end of the world, right?) which
> I had placed out of 
> >eyeshot, under the tail section of the piano. While
> speaking on the phone 
> >several hours later to the customer from my home,
> informing her when her 
> >new string cover would be ready, I heard a loud
> crashing sound, which she 
> >told me, to her shock, was the music desk falling
> OUT OF THE PIANO, 
> >resulting in some case damage to the piano! She
> told me that the music desk 
> >appeared to have been "sitting just inside the
> piano under the top lid but 
> >apparently NOT installed properly". She said that
> when she tried to lifit 
> >the music desk UP it crashed to the ground, hitting
> the piano in a couple 
> >areas causing the damage.
> >
> >Here is what MUST have happened: After I left, the
> housekeeper noticed the 
> >music desk was still on the floor, and attempted to
> put it inside the 
> >piano, but did not slide it onto the tracks! When
> the customer returned 
> >home that evening, she lifted the flyleaf back,
> then lifted the desk 
> >upward, and that's when the accident occured.
> >
> >Yes, I left the desk out in my haste, But am I
> responsible for the 
> >Houskeeper's actions? My feeling is that if they
> would have called me 
> >FIRST, I would have made the short trip(less than
> 10 minutes) back to 
> >reinstall it---no harm done, case closed.
> >
> >Any thought? Thanks all!
> >
> >Terry Peterson
> >
> >
> >_______________________________________________
> >pianotech list info:
> https://www.moypiano.com/resources/#archives
> 
> Greg Newell
> Greg's piano Forté
> mailto:gnewell@ameritech.net
> 
> _______________________________________________
> pianotech list info:
> https://www.moypiano.com/resources/#archives
> 
> 
> _______________________________________________
> pianotech list info:
> https://www.moypiano.com/resources/#archives
> 



		
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