The situations of dealing with unhappy customers often come about after someone else has done the original work (as in the cases I described) and you are called upon to try and rectify the situation. Being diplomatic is important as trashing the other tech is neither professional nor necessary. But if I think that someone made the wrong choice about a hammer and I can demonstrate how a better choice might achieve what the customer wants, I don't hesitate to communicate that, in this case by sample. One can easily avoid the dissatisfied customer from the outset by careful communication and discussion about customer preferences along with attentive follow up. It neither requires a compromise of customer satisfaction nor subjecting oneself to abuse or exploitation. David Love davidlovepianos at comcast.net www.davidlovepianos.com As far as dealing with a customer who is unsatisfied... I think thats really another discussion. I've been fortunate enough to have had no experience in having to deal with the unhappy customer in this context. I suppose tho... well one does ones best to please within reason yes ? At the same time one must not let oneself get abused or exploited. The balance between the two is a very long discussion indeed me thinks. Cheers RicB
This PTG archive page provided courtesy of Moy Piano Service, LLC