Rejected! reply

[pianoman]

Hi Tom,
There is definitely an art to learn how to complain effectively without
alienating the person we are complaining to.  I could learn a lot on that
subject.
James Grebe
R.P.T. of the P.T.G.
 St. Louis, MO.
Competent Service since 1962
 Do what is right and do no harm
 Creator of  Handsome Hardwood Caster Cups and Practical Piano  Peripherals

pianoman@inlink.com        

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> From: Tom Cole <tcole@cruzio.com>
> To: pianotech@ptg.org
> Subject: Re: Rejected!
> Date: Tuesday, September 15, 1998 1:04 AM
> 
> 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