What would you do? Ethical questions.

[Pianoman]

Yes, That is exactly correct and my story also.
James
James Grebe   Piano Tuning & Repair   Member of M.P.T.
R.P.T. of the P.T.G. for over 30 years.   "Member of the Year" in 1989
Creator of Handsome Hardwood Caster Cups, Piano Benches, Writing 
Instruments,Table Timepieces
 (314) 845-8282   1526 Raspberry Lane   Arnold, MO 63010
Researcher of St. Louis Theatre History
BECOME WHAT YOU BELIEVE!
pianoman at accessus.net
----- Original Message ----- 
From: "Greg Cheng RPT" <chengrpt at comcast.net>
To: "'Pianotech List'" <pianotech at ptg.org>
Sent: Monday, June 05, 2006 10:34 PM
Subject: RE: What would you do? Ethical questions.


>I know its totally after the fact, but here it is still.
>
> When I'm tuning brand new pianos I tell the customer that the first year
> the piano is in the new home it will go through many changes in the
> first year.  During these changes it should be tuned as much as often, 3
> or 4 times depending where the piano sits at every tuning, the first
> year.  Then I have them set up the appointment right there and then.
>
> This is the manufacturers' recommendations and you save your butt during
> dramatic seasonal changes.
>
> I don't know if it helps now but that's how I do it.
> ~G
>
> __________________________
> Gregory P. Cheng RPT
> West Chester PA 19382
> -----Original Message-----
> From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On
> Behalf Of piannaman at aol.com
> Sent: Tuesday, May 23, 2006 10:10 AM
> To: pianotech at ptg.org
> Subject: What would you do? Ethical questions.
>
> Hi All,
>
> Yesterday I got a call from a lady whose piano I tuned 2 months ago.
> That appointment was the store-paid-for tuning on a nice new small
> upright piano.  Prior to that appointment, I'd misplaced her on my
> schedule and was a no-show...embarassing, something I never do, and we
> all hate it when it happens to us.
>
> She said that the piano was already out of tune after two months--not
> surprising given the recent weather changes and the fact that it's a new
> piano that was 10c # at the first appointment.  We set up an
> appointment, then she asked if this was paid for by the dealer.  I said
> no, tunings are not a warranty problem, pianos go out of tune, yada,
> yada, yada.  She asked how much.  I quoted her my normal price.
>
> She didn't exactly blow, but she was not a happy camper.  I explained to
> her that I am an independent tech, and that I couldn't be responsible
> for factors beyond my control, such as the newness of the piano and the
> change of weather (from cold and wet to warm and dry).  In the end she
> said, "I'll find someone else!"  End of conversation.
>
> I thought about it, and tried to see it from her perspective.  I called
> her back and offered her a discounted rate--trying to placate her and
> smooth things over.  NO go.  She still intended to call someone else.
> End of conversation.
>
> So I'm tuning along on the morning's piano when the fact that I'd missed
> our first appointment slapped me in the face.  While not responsible for
> the aforementioned factors, I WAS responsible for wasting a couple of
> hours of her day on a prior occasion.    I called back and left her a
> message to the effect that I would be happy to come and make up the time
> that I'd cost her that day.
>
> I don't expect a call back from her--ever.  The bridge is burned,
> whatever trust there was is gone.
>
> What would you have done when faced with a phone call like the first
> one?  Stuck to your guns for the full price, offered a discount, or come
> back for free?
>
> IN the end, I'm somewhere between feeling better because I did
> everything I could to remedy things, and feeling like I caved in a big
> way.
>
>
> Thanks in advance for any input
>
> Dave Stahl
>
>
> Dave Stahl Piano Service
> 650-224-3560
> dstahlpiano at sbcglobal.net
> http://dstahlpiano.net/
>
>
>