This is a multi-part message in MIME format. ---------------------- multipart/alternative attachment Dear Kent: In reference to your article in the latest PTG Journal, I have to = take issue with your comments and please allow me to suggest a better = system. 1. When a customer complains, one should listen with a sympathetic = ear, not an argumentative, defensive one. A "dreaded callback" is in = reality information that requires serious attention, not excuses or = blaming. Like doctors who listen to patients who know their own body, = we need to listen to customer's concerns about their piano. 2. The first step should be an immediate return to the job in = question. A client expects the tuning to be right and has paid you for = that expectation, but how complaints are handled are the real mark of a = professional. A suggestion of "guaranteed tuning" might be better = replaced by a desire to achieve customer satisfaction promptly. =20 3. The desire that clients use one technician for all their = instruments is a valid one but can only be achieved by techs performance = and trust earned, not automatically expected after the first meeting. = If one expects to serve this client with "pianos all over the building," = it would make sense to try to please rather than pre-judge. =20 To assume the tuning was fine (which it probably was) and that the = fault lies with the piano or the person complaining, might be = premature. To devote the conversation to boasting about ones = reputation and methods is a turnoff and counterproductive. Allow the = customer to find this out by your performance over time. He/she = perceives a problem and our job is to respond in a kindly,helpful way = putting other things aside until it is resolved. This would be my = "better system." Mike Kurta ---------------------- multipart/alternative attachment An HTML attachment was scrubbed... URL: https://www.moypiano.com/ptg/pianotech.php/attachments/a5/14/b9/b2/attachment.htm ---------------------- multipart/alternative attachment--
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