What would you do? Ethical questions.

[Ron Nossaman]

> 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.


People have the idea that new pianos don't need tuned as often 
as old pianos, like new cars need less repair than older ones. 
I always make very sure that new piano owners know that their 
piano will likely need to be tuned at least three times the 
first year, and the longevity of the first tuning is anyone's 
guess, especially with a seasonal change coming up. To me, a 
new piano means a new owner, and some education is necessary 
to correct some of the nonsense they have been taught through 
the years and think they know about pianos. Adopting a puppy 
this big requires some commitment and ongoing expense, and the 
first tuning is hands down the best opportunity you'll ever 
have to gain their attention and trust. You can bet your left 
frontal lobe that not a soul at the dealership made any 
mention of first year tuning expectations, so it's up to you 
to give them the real stuff and tell them what they have.

The no show rate among customers getting a "free" dealer 
tuning is ten times the rate for established retail customers, 
with rarely an apology or any obvious concern for your time. 
Your no show was unfortunate, and an apology should have been 
adequate for the missed appointment. Her subsequent complaint 
about the short tuning life indicates that you didn't 
adequately educate her when you had the (only) chance to do 
so. People don't mind a piano going out in two months if 
you've warned them it likely will, and explain why. They 
understand. The next tuner will have a more stable instrument, 
and a long time before the next seasonal change, which will 
mean a longer lasting tuning and the impression of competence 
and credibility for him that could very well have been yours. 
Of course, no matter what you do or don't do, you won't win 
them all and will probably never understand why. Let this one 
go. Go to the park and feed the squirrels, and consider how to 
avoid this drama the next time.

Ron N