I wouldn't be so quick to say no. Of course, you should charge for all service calls and make sure that as you make suggestions to take the next step you outline the costs up front so there's no confusion. But dealing with difficult and exacting customers is part of the job. The best pianists are demanding and if you want to aim for a higher end customer you have to be willing to deal with that. It's quite possible that the Abel hammers on this piano are not delivering the kind of tone he wants. Since you've steamed and needled the hammers it sounds like there's some quality about these hammers that he doesn't like and since they are stock Abel hammers they very well might be too hard for his taste. I've removed perfectly good sets of hammers for people because the hammer just wasn't giving them the tone that they wanted. In my view steaming does soften the piano but it also has a way of just making the hammer sound dead because it simply softens the outer layers, it doesn't introduce greater flexibility into the hammer (the so called "cushion") which this type of hammer often desperately needs. If he thinks he wants a different hammer he might be right. The only way to find out what he wants is by sampling some other hammers. You need to get hold of a couple of different styles and they likely need to be softer and built up style rather than hard and needled down. You might ask him what he thinks he wants and why. Exploring and understanding the possibility of what a piano will produce is difficult even when you do it for a living, as a layperson (as this customer is) it is even more difficult. That doesn't mean that his target isn't legitimate or achievable. Don't get caught up in the "it's my responsibility" frame of mind. It's his responsibility to communicate what he wants, your responsibility to try and translate into practical applications. Assume a partnership role in helping him achieve his goals, outline the plusses and minuses as you see them of the different hammers you might try (that includes the costs--and don't forget rebalancing the action when and if you put on a new hammer) and move forward. Some of my seemingly most difficult customers have turned out to be my best customers. You just want to be sure that you start out on a footing that clearly defines your role, responsibility and fee structure so there is no confusion. When he starts blaming you and expecting you to fix things for free, then walk away. David Love www.davidlovepianos.com -----Original Message----- From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of Don Sent: Wednesday, July 01, 2009 7:18 AM To: pianotech at ptg.org Subject: Re: [pianotech] New hammers Hi, Just say "no". Unless he is willing to pay your full rate for all service calls to "adjust" the tone. Then add him to the golden goose crowd. At 08:38 AM 7/1/2009 -0400, you wrote: >List, >I have a client with a Weinbach 6'4". He does extensive research >online, and seems very easily influenced by what he reads. >He is a very good player and knows what he wants as in voicing, but it >has been very difficult to please him. >So far I have lightly reshaped hammers, steamed, and needled to soften >the tone. >I think these are Abel hammers. >He now thinks he wants new hammers, but I am concerned that there may >be no end to his issues. >I could use some advice . >Thanks >RU/UP >Sent from my iPhone >No virus found in this incoming message. >Checked by AVG - www.avg.com >Version: 8.5.375 / Virus Database: 270.13.1/2211 - Release Date: 06/30/09 11:37:00 > Regards, Don Rose, B.Mus., A.M.U.S., A.MUS., R.P.T. Non calor sed umor est qui nobis incommodat mailto:pianotuna at yahoo.com http://us.geocities.com/drpt1948/ 3004 Grant Rd. REGINA, SK, S4S 5G7 306-539-0716
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