Customer question

[Don]

Hi Susan,

A clear invoice stating what you worked on is a necessary thing with such a
client. Always have the client try the piano before you leave--and approve
the work. My personal policy is "one free" visit to correct errors--but if
it is a new problem that was not on the invoice--I do charge a service call.

In your particular situation I would have charged for an extra call,
including in the price of the string--because that new string is going to
stretch.

Do go back and fix the key and pull up the new wire. After that have her
make a written list of "deficits" then give her an estimate for a full
repair and regulation.

At 01:35 PM 12/30/2002 -0500, you wrote:
>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).
>  
>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
>
>

Regards,
Don Rose, B.Mus., A.M.U.S., A.MUS., R.M.T., R.P.T.

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REGINA, SK
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