unhappy customer

[BobDavis88@AOL.COM]

Doug Garman writes:

> Was I a bad boy to charge her for doing a little voicing without getting 
her 
> approval? 

I think you were wise to offer to waive. From the husband's perspective you 
had already gone through the approval process, and agreed on a level of work; 
so he had a right to expect to approve any further work. Although he left it 
up to his wife, you might want to be perfectly candid, say you shouldn't 
have, and cheerfully decline the extra. Done right this will appear as 
strength rather than weakness. 

You will probably find ways to avoid this discomfort in the future:

1. Have a slightly more thorough discussion on the phone, to get a start on 
realistic expectations (and some price flexibility) even before you arrive. 
Start by asking how long it has been since the piano was last serviced (and 
mentally double it). I quote my tuning price, but make it clear that it is 
for pianos which are regularly maintained (at least annually) at standard 
pitch, and quote the range of cost they might expect for pitch raise. I also 
ask about any other concerns or problems, and indicate, without giving a 
specific price, that the tuning fee does not include additional repairs. I am 
clear that I will discuss any additional charges before I start tuning.

2. After you've done enough of these, you will recognize within a few notes 
that some  voicing or regulating would help. However, you should wait to 
discuss it until you feel you have developed a rapport with the customer, and 
have earned their trust. Sometimes this will be soon after you begin, 
sometimes at the end of the tuning, and sometimes it is better left until the 
next appointment.

3. You will also learn to "read" customers about their attitude towards 
service expenditures, and their level of interest in supporting their piano. 

4. I do have clients who expect me to do whatever and charge whatever, but I 
try to discuss cost of ANY work with ANY customer before I do it. I am 
especially careful with new customers, with whom I have not established a 
good understanding of their expectations.

5. You got 0.4 hours of voicing practice!

Good luck,
Bob Davis