$40 is cheap for replacement of a wire. I charge a service call first. Then the cost of the wire “retail” and then installation fee’s. (Labor) I have had the same thing in the past. In that case only, I will install the string for free but sit and explain to them what causes strings to break, string fatigue or what have you and that all technicians charge for that if it breaks. So, next time it happens, you will know that there will be charge for it. I agree with Dean about explaining it. I have this statement on my website and also on my business cards. “"There is hardly anything in the world that some man cannot make a little worse and sell a little cheaper, and people who consider price alone are this man's lawful prey." -John Ruskin.” Recently, I had sub contracted another technician to go out to tune and fix 8 broke brass flanges on an old Bush & Lane upright and tune the piano. She called back with complaints. I sent him back for free. She called again with more complaints. We went back together this time. I noted that some complaints had nothing to do with what he had fixed, however, a couple notes that were fixed, were also sticking now. He repined them. They were too tight. “We” fixed it all for nothing. Including dampers that were not shutting off properly. I explained to her that what we did and why. I also said that this was our 2nd “free visit” where we also fixed other things to make her happy for nothing but next time, there will be a charge for these things and that as I explained before, you will have more problems with this piano. It is OLD and worn out. She appreciated that and understood it. I also recommended she buy another piano instead of fixing this one, as it basically needed new dampers, hammers, a new brass rail etc., so, she went right out and purchased a nice Schimmel instead. Jer From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of richarducci at comcast.net Sent: Sunday, April 08, 2012 9:16 AM To: pianotech at ptg.org Subject: Re: [pianotech] Customer complaint 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 <https://www.facebook.com/pages/PianoRebuilderscom/137780082943148> 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: <https://www.moypiano.com/ptg/pianotech.php/attachments/20120408/e56208fb/attachment.htm>
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