Customer question

[John Ross]

Hi Sherry,
Anytime a repair is done on a specific note, make sure you specify
which note, and specify the repair done. I usually designate the note,
C4 if it is middle C, and go up and down from there.
Call her and tell her, that depending on what the problem is, there
could be a fee.
Go and look, if it is something, you feel you should have picked up,
then I will sometimes do it for free. The odd time since 1975, it has
been my fault. i.e. not installing the muffler rail correctly, and it
fell out.
The service call charge could be reduced. All this is as long as you
were called, immediately, and it happened just after you left.
If the person says it happened, just after your work, and they didn't
call for a week or longer, then it is definitely a full service call.
You have to determine the cause of the problem, and make sure you show
them, and explain it to them. If they can see it had nothing to do
with the work, you had done, then most people do not mind the service
call charge.
I realize, I have not expressed myself, in order, the thoughts are
disjointed, but then again, I never professed to be an English Major.
:-)
Regards.
John M. Ross
Windsor, Nova Scotia, Canada
jrpiano@win.eastlink.ca
----- Original Message -----
From: "Sherry" <swidmer@rochester.rr.com>
To: "Pianotech" <pianotech@ptg.org>
Sent: Monday, December 30, 2002 2:35 PM
Subject: Customer question


> I could use some input on the following situation.  I did a pitch
raise on a
> Baldwin Acrosonic the other day and also replaced a broken spring.
The
> customer just called back and said she had a sticking key and wanted
me to
> come fix it (without charge).  Obviously I have not been clear
enough about
> what is "included" in a tuning call and what should be considered a
new
> service call request.  I have a feeling this lady will have a lot of
things
> go wrong with this piano since it was not maintained properly for
many years
> and just keep calling pretty much forever asking me to stop by
without
> charge for "little things" that are wrong.
>
> 1) Any suggestions for this particular situation.
>
> 2) How can I delineate what is and what is not included in a regular
tuning
> appointment (re:  repairs, etc)
>
> Thanks for the help.   Sherry
>
> _______________________________________________
> pianotech list info: https://www.moypiano.com/resources/#archives
>