unhappy customer

[Doug Garman]

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Yesterday, I tuned a 1958 blonde Kimball spinet.  I had told the lady my =
tuning fee over the phone.  When I arrived and found the piano to be a =
half step low I explained the need for a pitch raise and my fee for =
such.  She called her husband and got approval to do the work.

I'm not the fastest tuner in the world.  After spending much more time =
than I usually need to I was exhausted but very pleased with the results =
(especially considering the piano I had to work with).  At that point I =
would have written the invoice, collected my fee, and left.

However, the tone was still that thin, shallow, metallic, pinging, =
tinging (my word) sound we're all familiar with in pianos of this sort.  =
I decided to spend some time voicing.  The lady had left the house for a =
while, so I did not "get her approval".  After voicig the tone was much =
more tollerable though still far from ideal.

When she got back I presented her with the bill which included an =
additional 0.4 hour of time for the voicing.  I could tell she was =
concerned.  I explained what that "voicing" was.  She played the piano =
and liked it (I didn't), but later that evening her husband called =
complaining about the extra charge for something he did not understand =
or approve.  I offered to refund the extra fee, telling him I'd rather =
he be happy.  He said he'd "leave it up to his wife" and that she would =
call today.

Was I a bad boy to charge her for doing a little voicing without getting =
her approval?  I admit I was frustrated that I was not going to get paid =
for all the time I had already spent, but its not like I charged her for =
something I did not do.  I think they got a bargin, though it is obvious =
they do not understand that.

Doug Garman,  Associate
Granbury, TX


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