lesson learned

[Paul]

Mark

Well said!

Paul Chick
----- Original Message -----
From: Mark Graham <magraham@bw.edu>
To: <pianotech@ptg.org>
Sent: Friday, June 30, 2000 7:06 AM
Subject: Re: lesson learned


> Yes, if you're self-employed you don't HAVE to put up with things, but the
> flip side is that if you're self-employed, after every tuning you're
> looking for your next job. In 21 years I have only kissed off 2 customers.
> One was very nasty to my wife over the phone -- he got the ax swiftly. a
> second was a retired teacher who used my services three times, demanded a
> senior discount which in those days I meekly gave, and each time called me
> back to her house to fix nonexistent problems. Even then I was patient and
> finally said, my work does not make you happy, you really need a different
> technician. Her reply was to wail, but I'm willing to give you another
> chance!
>
> I take pride in my work, but I think it's important to be humble about our
> results. Any yahoo can tune -- service and personality have a lot to do
> with success. I try to salvage every situation possible. Of course,
> sometimes I do not succeed and I lose the customer, but on the whole it
> has worked.
>
> I certainly am not criticizing Les's situation -- sounds like a very
> difficult customer.
>
> Mark Graham
> Cleveland, Ohio
>
>