[pianotech] Customer complaint

[richarducci at comcast.net]

Good point.
Thanks,

Rick Ucci
Uccipiano.com

On Apr 8, 2012, at 8:57 AM, "Dean May" <deanmay at pianorebuilders.com> wrote:

> John is right, negative advertisement can really hurt.
>  
> As small service businessmen we implicitly offer a satisfaction guarantee. For me, that means that I am prepared to refund their money and walk away if I can’t make them happy. Don’t call me again and don’t recommend me to your friends. At least then she will not be able to complain that I am greedy, whatever else bad she may say.
>  
> On the price thing, if people bring it up, I communicate I am not the cheapest, but I am very good, I am full time and I’ve been doing it for 30 years. There are always less experienced part timers willing to work for less.
>  
> On the breaking strings, communicate that the tuning process inflicts the most stress a string is likely to ever see. If there is a problem or weakness, chances are it is during the tuning that it will break.
> Dean
> 
> Dean W May                        (812) 235-5272 voice and text
> 
> PianoRebuilders.com           (888) DEAN-MAY        
> 
> Terre Haute IN 47802           Give us a LIKE on Facebook! Go to PianoRebuilders.com
> 
> From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of John Ross
> Sent: Sunday, April 08, 2012 8:02 AM
> To: pianotech at ptg.org
> Subject: Re: [pianotech] Customer complaint
>  
> That is a hard one.
> I have found that word of mouth is the best advertisement, so obviously it can hurt as well.
> How big is your town? How far do you have to travel to get to her? 
> So many variables, 
> I would at least go back and determine what the problem is with the notes that offend her.
> You might be able to demonstrate to her satisfaction that it was not your fault. You will never know if you don't go, and things do happen.
> I have wished at times over the years, that I had gone back when a problem like this occurred. 
> I, when arranging to go back would inform her that if the problem was unrelated to what you had done, she may be charged. 
> I hope you explained to her that the replaced string would go out of tune and why.
> John Ross
> Windsor, Nova Scotia.
>  
> On 08-04-2012, at 8:31 AM, richarducci at comcast.net wrote:
> 
> 
> List,
> During the tuning of a yamaha c-1 last week , the bass string F below middle C broke.
> Piano gets serviced once a yr. and has a DC system installed, pitch was about 10 cents or less flat.
> 
> The client took the position that "I" broke the string so"I" am responsible for replacing it at "MY" cost.
> 
> I explained to her that the string broke, I did not "break" the string.
> 
> I returned the next week and replaced the string with a Mapes duplicate and charged her $40 total.
> 
> She has made it a point in the past to tell me of other tuners that charge less, and I had made up my mind that this was going to be my last visit.
> 
> I wished her good luck with her piano in the future, and left.
> 
> Just received email from her saying that several other notes are not functioning well now and wants me to come back and address those issues.
> 
> I replied that the string was replaced correctly, and it has no bearing on other notes, and that she will need to contact another tech.
> 
> How would you guys handle this?
> Thanks.
> 
> 
> Rick Ucci
> Uccipiano.com
>  
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