Humorous dilemna ...

[Alan R. Barnard]

Right. Didn't tell him because I didn't know, though I might have guessed.
Tx, AB

----- Original Message -----
From: "Farrell" <mfarrel2@tampabay.rr.com>
To: <pianotech@ptg.org>
Sent: Sunday, July 21, 2002 8:49 AM
Subject: Re: Humorous dilemna ...


> I think a critical element here is whether you told him that the strings
are not made at Steinway, but rather Steinway orders their strings from
Mapes. If you did tell him that, then simply apply your normal markup to the
Steinway price and give him the bill saying nothing but thank you. Next
string you replace for him, advise him again. If you did not tell him that
Steinway gets their strings from Mapes, then I would do the same, say
nothing about it, but next time you replace a string for him, advise him
that you have learned that Steinway gets their strings from Mapes.
>
> Humorous indeed though.
>
> Terry Farrell
>
> ----- Original Message -----
> From: "Alan R. Barnard" <mathstar@salemnet.com>
> To: <pianotech@ptg.org>
> Sent: Sunday, July 21, 2002 1:34 AM
> Subject: Humorous dilemna ...
>
>
> 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?
>
> Alan Barnard
> Missouri
>
>