rebuilding deadlines/angry client

[Brian Doepke]

I am anxious to read some responses from more experienced folks than I.
 
Brian P. Doepke 
AAA Piano Works, Inc.
Piano Tuning-Repair-Purchase Consults
260-432-2043
260-417-1298
 
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From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf
Of richard.ucci at att.net
Sent: Saturday, July 01, 2006 5:14 PM
To: pianotech at ptg.org
Subject: rebuilding deadlines/angry client
 
List,
Sept.15th,2005 I took delivery of a 1902 Schirmer upright from a woman who
wanted it rebuilt. I had given her an estimate of total cost of which she
paid half on the 15th and was to pay the balance when completed.
I had said that I would try and have the piano done by Christmas 05, but as
often happens, work schedual did not allow enough time to do that.
I spoke with her just prior to Christmas, and she said to take as much time
as I needed. In her defense, she never bugged me about the piano, and when
it would be done.
I finished it at the end of May , and spoke with her then to say that the
work was completed. She needed to have a friend and her husband work out a
time to pick it up, and was working a golf tournament on the weekend of June
2-4. She also told me that she had spent the tax refund that was to go
towards the balance.That was the last time I heard from her.
I left her a message about two weeks ago asking when she was comming to get
the piano and pay the balance. No reply after two weeks. I called again two
days ago, and told her I had another job comming in next week and needed the
shop space, and would have to move her piano to a storage unit which would
cost $150mo. plus $175 to move. 
Bingo!  She left a message today reading me the riot act , telling me she
just had a mastectomy, and the piano wasn't exactly the most important thing
on her mind. I'm deeply sympathetic about this serious health crisis, but
had no way of knowing that was the case. My messages to her were polite, and
professional and without the benifit of a crystal ball. It was understood
that payment was expected upon completion.
I had intended to use the money from this job to take my family on a short
summer vacation, and having already told my 9yr.old , felt under the gun.
Help!!!! I need some advice on how to procede. Is there a way to mend this
situation?
 
Thanks,
Rick Ucci/Ucci Piano 
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