A strange and unpleasant experience

[piannaman at aol.com]

Thanks for the advice, Alan.  Got any good recipes for crow??? 
 
Dave Stahl


 
 
-----Original Message-----
From: tune4u at earthlink.net
To: pianotech at ptg.org
Sent: Tue, 14 Nov 2006 8:46 PM
Subject: Re: A strange and unpleasant experience


Well, I don't mean to be unkind, but this appears to be your screw-up, 100%, and I don't think you even had the right to get angry with the customer. When I read it, my (admittedly feeble) brain also plugged in the word "free". You had an interesting marketing idea and it backfired. Heck, that's happened to General Motors and most other big companies so don't feel bad. But I think you owe the customer a letter of apology. Step back and laugh, take the thing OFF your website, and get on with life.
 
Alan Barnard
Salem, MO

-----Original Message----- 
From: piannaman at aol.com 
Sent: Nov 14, 2006 9:24 PM 
To: pianotech at ptg.org 
Subject: A strange and unpleasant experience 


List,
 
This might be considered a cautionary tale about what we all put out there on the WWW.
 
I tuned my first piano of the week on Monday.  It was a pretty typical job--Yamaha upright, not tuned for several years.  30 cent pitch raise, but it tuned up nicely.
 
I yak away with the customer, explain a few things, finish up, present bill.  
 
The lady,whose English is not very good, says "I was referred by Joseph, my tenant.  He says I just give paper and tuning free."  
 
I say "WHAT!  What piece of paper is that?  I don't work for free!."
 
She pulls out a piece of paper, which is the "gift certificate" page of my website printed out on a sheet of copy paper.  Below is the text.
 
 
Dear ____________________________ ,
_______________________________ has chosen to help you promote harmony in the universe!  The bearer of this gift certificate is entitled to one piano tuning.  Please call 650-224-3560, or E-mail me at Velopresto at aol.com to arrange the time and date of your service.
 
 
 
I don't see where it says "coupon for free piano tuning."  I can see where there might be some confusion as to the way the gift certificate works, but I don't understand how anyone can be oblivious enough to expect that this entitles them to my services for free.  And I think if I was going to redeem this "coupon" I might first ask the person who would be doing the work if this was indeed a "free" tuning.
 
I got very angy with her, and with the person who suggested that this might be a free tuning, and with the fact that she waited until I had done the work before she presented the "coupon."
 
Needless to say, I've put a disclaimer on the gift certificate on my website.  
 
I told her I'd take some responsibility for the confusion, and that she could send me half my fee.  I anticipate getting nothing from her.  
 
Thanks for letting me vent,
 
Dave











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Salem, Missouri
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