Ethics question, a recent example

[piannaman at aol.com]

HI Brad,
 
Being honest with our customers is the only way we can be successful as self-employed types. 
 
I would have responded to your colleague the same way.  If your customer wants something done that you can't do, find someone who can do it.  Not only are you doing the right thing, but you will probably get referrals from that customer if he/she can sense your honesty and your desire to have things done right.
 
Just my 2 hz.,
 
Dave Stahl




Dave Stahl Piano Service
650-224-3560
dstahlpiano at sbcglobal.net
http://dstahlpiano.net/



 
 
-----Original Message-----
From: Brad Smith, RPT <staff at smithpiano.com>
To: Pianotech List <pianotech at ptg.org>
Sent: Thu, 4 May 2006 19:35:07 -0400
Subject: Ethics question, a recent example


Hi All, 
I'm all wound up on this, and wonder if you've had similar experiences. 
 
Recently evaluated a 1907 Steinway A for a customer who wished to sell it. 
An associate of mine discussed with me, and decided to call a 'wheeler 
dealer' fast talking guy who brokers Steinways. 
The guy got me on the phone and tried everything he could to get me to 
sway this customer into selling the piano for xx$ and you get xxx$ in 
the process, etc. 
 
I literally had to fight him to say that my position concerning this 
customer was to be HIS advocate, and regardless of the fast commission 
dangling there....I WAS NOT GOING to use the trusted relationship in 
the way this guy wanted. 
 
Really bothered me, the way this guy tried to pressure me into using 
my position to persuade this customer in an advantageous way. I'm all 
for making money from the position I hold in the piano industry; 
networking; contacts, etc. ....but if a customer is paying me for 
honest advice, and I accept the gig, my allegiance is to that 
customer, period! 
 
It's been a month or two since this happened, and I don't know if the 
piano is sold yet or not. I did provide the customer with several 
websites where he could sell his piano, and a convenient PDF report 
that he could email to prospective buyers. 
 
I know a few people who would certainly not have lost a moment's sleep 
over this, and would have done immediately what this guy on the phone 
wanted. 
I knew in my gut that I was doing the right thing, and I'm not trying 
to get points for being some kind of naive person. 
 
My feeling is that I should not have to steal from other people to 
provide for my family, not for $50 and not for $5000. 
 
Recently, another tech asked me about his dilemma...should he refer a 
client for a rebuild, and risk losing the client to the rebuilder? 
My answer: Do what's in the customer's best interest, whether you 
profit from it or not. 
 
End of Sermon on the Laptop. Amen. 
 
-- 
Best Regards, 
Brad Smith, RPT 
www.SmithPiano.com 
II III II III II III II III II III II III 
brad at smithpiano.com 
603-494-4147 
 
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