Likes her old clunker

[David Ilvedson]

---------------------- multipart/alternative attachment
Buyers remorse!

*********** REPLY SEPARATOR ***********

On 2/23/01 at 8:30 PM BH wrote:
Ron

This is not just a piano issue, it happens when we change houses, cars,=
 shoes, dentures and just about anything else you can name.  I believe you=
 when you say the piano has absolutely nothing wrong with it.  Her reaction=
 to the piano is psychological and quite common.  When I used to sell=
 instruments for a music store, we had cases where the customer asked to=
 return the new organ or whatever, a couple of days after delivery.  I call=
 it the "Post Purchase Syndrome".

I suspect that your customer after having spent all that money, and finding=
 the piano very different to her old tried and trusted model, has panicked=
 and is looking for a way out.  The thought of parting with the her old=
 piano has been difficult to bear.  Given time, she will almost certainly=
 come round to realizing that the CW is superior piano.

What to do?  You've done the right thing by giving her two weeks to get=
 used to the feel.  At the end of that period, you should call on her again=
 and listen to what she has to say.  Take the time to make any adjustments=
 you think might make her happier no matter how minuscule they may appear=
 to be.  This way, she has seen you do something to rectify any problems=
 and will be reassured by this.  If you tell her that it's just her=
 imagination and do nothing, you will not win favor with this woman.  Also=
 tell her that it is quite normal for her to feel as she does after having=
 made such a major purchase.  If her old beast is still in the home and she=
 has the opportunity to compare it over the next few weeks with the CW, she=
 will quickly see that the old one is inferior.  You don't have to tell her=
 this - she will find out for herself. 

As a technician and salesman, you have an obligation to offer service and=
 reassurance to your customer, which I know you are doing.  In return, your=
 customer must give you reasonable opportunity to correct any matters that=
 may arise from the sale. 

Good luck!

Brian Holden, Piano Tuner, New Zealand.    
----- Original Message ----- 
From: Ron & Lorene Shiflet 
To: pianotech@ptg.org 
Sent: Friday, February 23, 2001 5:44 PM
Subject: Likes her old clunker


List,
    I'm running into a problem.  A good friend and client of many years=
 just couldn't stand her old clunker of 50 years.  I sold her a brand new=
 professional studio which is a wonderful piano.  
    While we were waiting for the new piano to arrive, she became very=
 emotional about her old piano and it became sentimental.  Now she can't=
 seem to enjoy her new piano.  I'm trying to decide the best way to deal=
 with this.
    Her old piano is a 1950's Baldwin spinet, drop action, scuffed to=
 death, missing finish from water vases placed on top, unlevel keys, poor=
 repetition, action in need of a rebuild, sounds "tinny" at best.
    Her new piano is a 2001 Charles Walter studio, Queen Anne, Accu-tuned=
 to A-440, absolutely nothing wrong with it.  
    Her complaints are:
    The action is stiff. 
    Keys are hard to press   
    "It feels like there's cotton under the keys". 
    The notes don't ring when you let off the key (go figure). 
    Keys don't repeat ( we'll look into this, but it didn't happen at=
     the tuning) 
    The sound just isn't real bright. 
    Won't play loud unless you pound.
I've worked for dealers before who had customers so accustomed to their old=
 clunker that they hated the good piano.  All of you tasteful technicians,=
 how do you deal with this.  Remember, she's female and it's an emotional=
 thing.  I told her to play on it for 2 weeks and get used to the feel, and=
 then I'll come out.

Ron

rshiflet@eaznet.com
   


---------------------- multipart/alternative attachment
An HTML attachment was scrubbed...
URL: https://www.moypiano.com/ptg/pianotech.php/attachments/10/24/76/26/attachment.htm

---------------------- multipart/alternative attachment--