Fw: Aaargh!!...aka customer relations

[Michael Gamble]

Hello List
Did I tell you of the worst possible scenario in customer relations and
pitch raising? Many years ago, in the final pass just as I was in the middle
of a fine
tuning following a pitch raise of 100cents on this old upright.... The frame
broke! What an ear-splitting hor.r.r.rible din. The piano was, of course, a
write off. But the owner, bless his cotton socks, appreciated the chances of
such a disaster and took out a couple of cans of lager. Which we drank. He
then took out more cans of lager. Which we drank. And as the mountains of
empty cans grew and the atmosphere grew to understanding camaraderie I took
my leave and drove home. Very carefully. This was the beginning of my  in
depth interest in pitch change, frame stresses and spreading the load....
Hence my "Quadrant System".
Regards to all - and I hope this never happens to you!
Michael G (UK)
----- Original Message ----- 
From: <richard.ucci@att.net>
To: "Pianotech" <pianotech@ptg.org>
Sent: Wednesday, October 22, 2003 12:52 AM
Subject: Re: Aaargh!!...aka customer relations


> Dave, I used to do much the same, but now I always start off handing them
the
> journal handout on pitch raising and telling them that we are doing a lot
> of "catch up" work from years of neglect.
>
> I also prepare them for the broken strings that may occur as a result of
that
> neglect. I make it very clear that the strings are replacable at an
> additional fee.
>
> Lastly, I tell them that because of the 50-100 cent pitch correction,the
> piano will not be as stable as it would be after subsequent tunings at
> regular intervals.
>
> I say all this with a smile and the confidence of one who has done the job
> many times.
>
> I also hate it when some pompous ass gets in my face, but don't loose
sleep
> over it.
>
> Rick Ucci/ Ucci Piano
>
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