unhappy customer

[John Lillico, RPT]

>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
>
We live and learn Doug as we go. A brilliant sounding piano 1/2 tone flat will sound even more brilliant at pitch. You'll know that next time and build your extra .4 hours into your price.

Next time you find a piano so flat, raise it and leave it roughly in tune, then book the tuning appointment (and anything else required)  a few weeks down the road. When you quote $1 and you charge $2, it's a little hard to take. But $1 now and $1 later is more easily digested. It's doubtful you'll hear from them again but, perhaps a letter of apology and an explanation of the tone regulating procedure and purpose would be well received.

Lastly, never charge on "extras" without approval or at least an understanding of the possibility of same.

Good luck.

John Lillico, RPT
Oakville, Ontario