Rejected!

[Tom Cole]

Steve Brady's editorial (Sept, 1998 PTJ) got me thinking, today, about
the word rejection, a term which could mean a number of things to
different people.

It certainly could hurt to find out that a client has gone with another
technician. For example, if I have made a mistake, I would want to know
about it, so that I would be able to make amends. But if the client
calls in another technician, s/he seems to be saying (since I'm left to
think the worst) that I am no longer trustworthy or that I'm
incompetent. Of course, I'm not likely to find out about such a
situation. But, since most of us have had the opportunity to ride in on
the white horse, we know that there is always the possibility we may
fall short of expectations. I try to head off a new client's tendency to
distrust by saying, "If you have any questions or problems, please call
me." If the owner or the piano player is present, it's a good idea to
have them play the piano while you're still there.

There are times when I find out, from talking to "someone in my
database" that I meet in the hardware store, that they have been using
another technician and frequently there is a logical reason for the
switch (charges less money, s/he is a member of the congregation, etc.).
I'm always glad when people can speak about it openly. 

Also, I appreciate it when people call and are open about what they
didn't like, giving me an opportunity to make it right. Few people are
willing to share the negative stuff, though, fearing what the reaction
might be (I could get defensive or hostile). Knowing when to complain
and knowing how to complain gracefully are skills many don't have so
it's easier for them to avoid the problem and hire someone else.

Another point is that _I_ want to be able to change providers according
to my particular needs or whims so why shouldn't my clients have the
same right? I used to go to a dentist who was very good but did not have
any hygienists I liked (one of them was so clumsy she elbowed me in the
jaw accidentally, pun intended) so I now go to a superb hygienist who
works for a different dentist. The uncomfortable part is that I still
tune the first dentist's piano but I never explained to him why I no
longer use his services. My thought about it now, from the other side of
the professional fence, is that I owe him an explanation because if I
were in his shoes, I'd want to know.

Not being able to educate clients about how to treat their technicians,
we are left with "being philosophical", "not taking it personally" and
"rolling with it", as Steve said. It helps to remember what a miniscule
percentage of clients we're talking about.

Tom
--
Thomas A. Cole RPT
Santa Cruz, CA