There's nothing saying you can't create your own literature and give it a more personal touch. As for the difficult clients like this, it's best to remind yourself that they need you more than you need them. If they are going to treat you with disrespect, question the value of your services, or reject your expert opinion in favor of their wild imagination, they do not deserve to have you as their technician. When you find yourself with a completely unreasonable client, just move on and get out of the situation as quickly, but politely, as you can. Don't let it get to you. You can't reason with some people. If they disagree with your diagnosis, simply say something like, "I would be doing a poor job and doing you a disservice if I attempted to service your piano in the way you are insisting that I do it. I think it might be best if you got a second opinion, and you can find a list of other qualified technicians at ptg.org." By doing this, you are taking control of the situation by basically firing them as your client, but in the most helpful and polite way. You are also communicating that you are a professional with high standards, and confident enough in your own work to not just suggest they find another technician to look at the piano, but you even tell them where to find the most qualified technicians. Don't waste your time being pushed around or disrespected by bad clients. It's not worth it. Focus your positive energy on positive clients, and be glad there are so many good clients for every bad one. On 3/23/2010 7:30 AM, Terry Farrell wrote: > Sorry for this double posting, but I just remembered that I need to > state that I am an associate member, so I don't think that I am > allowed to pass out PTG literature (that is soooo stupid) that would > maybe go a long way in helping these folks. > > Terry Farrell > > On Mar 23, 2010, at 10:28 AM, Terry Farrell wrote: > >> I'll try to make this as short and clear as I can. A piano teacher >> calls me asking $$ for tuning. I tell her my standard fee. She asks >> if I give discounts if she can get some of her students pianos for >> tunings. I said I don't discount. She asks again. Business is a bit >> slow due to economy. I said that I do discount $10 off a tuning for >> churches or other organizations with multiple pianos where I can >> submit one invoice. She asks if I can do that for her and her >> students. I want more work, so I relent (yeah, yeah, you know where >> this post is going, don't you?)...... Okay, standard $$ less $10 for >> you and your students - if we can get them to schedule on the same >> day, etc. so it works well for me. Agreement reached. >> >> First of all, it took me three visits to tune her Yamaha upright >> (nice piano). First visit I raised the pitch about 15 cents (she did >> move the piano from out of state, and was somewhat flabbergasted that >> it was off pitch because she has it tuned every year). While raising >> the pitch, about 15 little children showed up along with about 5 >> young mothers - kids screaming, TV blaring, moms chattering - you get >> the picture. I told her I could not tune her piano with all the noise >> - let's reschedule. She agreed and apologized for the noise - the new >> appt. would be noise-free she said - we set it for a few days away at >> 4 PM - I told her it would take me an hour to tune her piano. I was >> over on the far side of town that afternoon on appointments and ended >> arriving at problem piano teacher (PPT) at 4:30 PM. She let's me in >> the door and asks why I wasn't there at 4. I told her my schedule and >> work got me here at 4:30 (with an apology). She said she had a date >> with her husband at 6 and needed to start getting ready at 5. I said >> okay. She said she was uncomfortable with me in the home after 5. I >> said "okay, I understand, I apologize for the confusion, let's >> reschedule - is tomorrow at X okay?" She said that would be good. >> Show up for the third time (Saturday afternoon - she had a recital >> that evening and I wanted to be sure to have her piano tuned for it), >> give the nice Yamy a darn good tuning. She wrote me a check for PR + >> Tune less $10. >> >> Before I left, she asked me if I could fix her player unit >> (disclavier (sp?)) - turned out it worked okay, but after she played >> a bunch of pieces, I asked her if that was a quiet at the unit would >> play (the best it could do was approaching forte!). She said yes, >> that was as quiet as it would play - and then added that level was as >> quiet as SHE could play the piano. I said something like "I'm sure >> you can play quieter", she said no. I opened the piano lid and looked >> at let-off. Most hammers were letting off at 1/4" to 3/8". I >> explained about action regulation and how excessive let-off would >> make it difficult to play quietly. She said she understood and that >> my explanation made sense. I told her if she ever wanted to improve >> the performance of her piano, we could schedule an action regulation. >> She said she would think about it. Great. >> >> So the next day I tune the piano of one of her students. This was the >> Funky-Case 1959 Wurly console I posted about yesterday. This piano >> had seen A LOT of HARD playing - like it had been in a southern >> Baptist church for many years. The entire middle section of keys were >> low (key-leveling low), for whatever reason, let-off was about a >> micron away from the strings (those notes that went through let-off), >> excessive lost motion, and needless to say, the entire mid-section of >> the action had bobbling hammers. You could get most of them to strike >> the string once if you really whacked the key, but most of them would >> bobble on a medium blow. All hammers were deeply grooved. Several >> hammers were flat because their center pins had walked out and they >> moved erratically (wildly). Another 8 or 10 were very loose and you >> could see the pins had walked. Another dozen or so felt okay, but you >> could see the pins walking. An old stick & wire repair on a hammer >> shank fell off while I was testing things. >> >> I discussed the piano ailments with the owners. The player was a >> young child playing only a few months. I recommended three levels >> piano improvement: 1) replace piano now; 2) do minimal regulation and >> repair to make the piano functional and reasonable for a beginner >> student and then replace piano within a year or two; 3) if the piano >> were not going to be replaced, then I recommended full action >> regulation and repairs. Hubby asked repeatedly if we shouldn't do the >> full monty anyway, I said that was fine, but that if they were going >> to replace it within a couple years, that I could make it function >> reasonably well for half the full monty cost. They agreed to the >> minimal regulation/repair approach to restore function. I told them I >> would call them to schedule the work. >> >> Before I left, I raised the pitch of the piano 50 to 90 cents and >> spliced a bass string that broke during the pitch raise (man, that >> was the loudest break I have heard yet!). Told them we could settle >> up $$ when I complete all the work. >> >> Except for three trips to tune PPT piano, sounds okay so far - right? >> >> So, yesterday evening, PPT calls and leaves message - "How come you >> are charging Mrs. Funky Case (FC) $X to tune her piano when mine only >> cost $X/4?" PPT apparently played the FC piano when they bought it >> ($300) a few months back - she concluded that the piano played just >> fine. I called her back after waiting for the smoke to stop coming >> out of my ears....... I explained to her about action wear and >> regulation. Fortunately I was able to incorporate what PPT and I had >> talked about with the excessive let-off on PPT Yamy. I also explained >> that half the notes on FC piano had gone so far out of regulation >> that they were bobbling (multiple strikes) AND that several >> hammer/butt assemblies where FALLING OFF AND that another dozen were >> very loose. She explained to me that FC didn't even want to tune the >> piano, but that PPT had told FC that the piano was sooooo far out of >> tune that she really should have it tuned (wow, imagine that). She >> told me there was no reason to do any more work on FC piano that what >> I did to her piano (PR + tune). I bit my tongue and said that was >> fine with me, but that the piano was untunable as notes were bobbling >> and hammers were falling off and were not even hitting a number of >> strings and that I would not be able to tune the piano. Goodbye! (I >> was maybe a tad huffy, but given the situation, I think I kept it >> quite reasonably under control.) >> >> Okay. There it is, that brings anyone that has read this long >> diatribe this far up to the current situation. I'm of two minds: 1) >> Do not do any more business with PPT or ANY client spun off from her >> AND, when someone calls asking for a discount, tell them YOU DON"T >> DISCOUNT PERIOD!!!!; or 2) Do whatever FC wants and try to make them >> as happy as possible. Mrs. FC and Mr. FC really seemed very nice and >> concerned about having a decent piano for their children (four) to play. >> >> Believe me, I have no problem at all walking away from ANY work >> related to PPT and her spin-offs. I value peace and low stress in my >> life. BUT, I would like to help them if they want to have their >> children playing on a functional piano. Can anyone think of an >> approach to convey to Mr. & Mrs. FC that I'm not trying to rip them >> off, that their piano is worn to the point of disfunction, and that >> it will be a detriment to their children's piano progress and >> experience to have to practice on that piano in its current >> condition. Heck, I don't really need to take the action back to my >> shop to repin a dozen action centers - the main reason I was going to >> take the action back to my shop was that I was going to file the >> hammers at no charge - that didn't need to be done to restore >> function, but I just couldn't stand it! >> >> I find this situation bizzare. I knew it, I knew it, I knew it. Right >> after I got off the phone with PPT when we set our initial >> appointment, I walked over to my wife and told her about the >> discount, and I said that I just know something really funky is going >> to happen with this teacher. I know I shouldn't have given her a >> discount, but with business being a little on the slow side, I'd >> rather tune several pianos at $10 off rather than zero pianos at full >> price - but I just know something bad is going to shake out from >> doing this. >> >> Any suggestions to help four kids get a functioning set of keys under >> their little fingers? >> >> Oh, and, I have not yet called FC back to pick up action (since PPT >> told them there was no reason to repair/regulate their piano). >> >> I'm glad this list is here for venting. I feel a bit better! >> Thanks! :-) >> >> Terry Farrell >> >> PS, I hope there are not too many misspellings and grammatical errors >> in this post. I usually re-read before sending, but in this case, in >> an effort to not get all steamed up again, I'm just going to hit send >> now! >> >> > > >
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