Humorous dilemma ...

[Clyde Hollinger]

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Alan,

You deserve a reasonable markup on the string.  Wouldn't any other
business do that?  As for sharing the information with him, I think it's
best to keep quiet about it.  You might think it's funny, but he won't
enjoy knowing that he could have gotten the same thing for a whole lot
less.  No one likes to hear that.

Having said that, I sold a custom bass string below my cost just this
past week, because I didn't get the invoice from Schaff until after I
billed the client (stupid).  Both the string and the shipping were
higher than I anticipated.  Oh well, you'll have this.

Regards,

Clyde Hollinger, RPT
Lititz, PA USA

"Alan R. Barnard" wrote:

> This is a real dilemma and kinda funny. What would you advise.
> Remember: The customer is always right ...Customer has a 1910 Steinway
> "O" (very nice, he and the piano). He is conservatory trained and
> fussy so ... when I pointed out to him on my first visit that he was
> missing a bi-chord wound string and it was throwing off the hammer and
> damper, etc, so it needed to be replaced, he asked where I would get
> the string. I told him that I order direct from Mapes, etc., etc. He
> said "No thank you, I really insist on a genuine Steinway string". I
> said "okay," jumped through Steinway's hoops ("Just tell us what you
> want in an email and we'll invoice you.") and ordered a "genuine"
> Steinway string. Of course it came from Mapes--shipped to me but
> invoiced to Steinway who had charged me about 3 times the direct Mapes
> price. Dilemma: Do I share the joke with him and just charge him what
> Steinway charged me, plus the shipping, or do I keep my mouth shut,
> throw a markup on the string, and REALLY stick it to him for one
> pretty little copper-clad wire?

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