Full of themselves

[Clyde Hollinger]

R. Goodale wrote:
> 
> Hi all,
> 
> I thought I'd bring up a topic here that has been bothering me for a
> while. Lately I have been dealing with quite a few "professional
> pianists". Sure, they are nice people and are at peace with the world.
> My concern and frustration, however, is the mind reading and having the
> correct responses and disposition to satisfy their egos.
> 
> Example #1: A couple of weeks ago I was called on referal to work on a
> well respected pianists brand new Mason & Hamlin BB. He just had it
> shipped out here all the way from New York where he had picked it out.
> This was after trying out dozens of pianos via numerous dealers
> including S&S Hall. Upon arrival I inspected the piano and assured him
> of what a fine instrument he had purchased. He then proceeded to tell me
> all about how he had performed at such & such hall in N.Y., lectured
> here, toured there, all about the music he has had published, and so on
> and on. I consider this acceptable of course, as I think that any
> accomplished artist has the right to brag a little. I assure him that I
> am professional and have extensive concert experience and am used to
> working with respected pianists.
> 
> Other than the obvious needs of a new piano one of his primary concerns
> was a number of sluggish keys. He immediately began telling me all about
> "what the problem might be" and suggested I look at this and that. I
> acknowleged his interest and politely told him that I intended to do a
> complete assessment to determine exactly what the problem was. He then
> began educating me on "what I shouln't do" based on his interpretaion of
> what his former tech in N.Y. told him. It wasn't long before I had
> isolated the problem to tight front key bushings. I explained that some
> light easing would cure the problem. In a panic he picked up the phone
> and called the dealer in N.Y. and told them what I was "planning to do
> to his piano", wanting to know if this is REALY what should be done. In
> the next room I could hear him explaining once again to the dealer about
> how professional he is and that he was not about to let "some guy ease
> the keys on my piano". Sheeesh!!!  Eventually he passes the phone to me
> and I talk to the dealer. We discuss the problem and it is agreed that I
> know what I'm talking about.
> 
> Very slowly and carefully I talk him through the proccess and allow him
> to closely watch what I'm doing. Eventually he calms a bit and in about
> an hour I have his piano back
> together and working perfectly. He then tells me one more time about how
> great he is and that he expects nothing but the best because he's
> "professional".
> 
> EXAMPLE #2: A couple of days ago I got a similar call from a
> "professionl" with a rebuilt S&S A. I talked to him this evening and he
> is already telling me about how great he is. The laughable part about
> this is that he wants the work done yesterday and decided he just
> couldn't wait for me to check my messages and to call him back. Instead
> he called a local "tooner" (the polite way of saying it knowing the guys
> reputation), who is now scheduled to tune the piano tomorrow. Now he
> says he still wants ME to come and work on his piano afterward. <pulling
> out hair>. I just can't wait to see the piano after the fact and here
> all about what a great pianist he is all over again. He has already told
> me about how he doesn't like the sound of our new (highly praised) D in
> our hall here because "the piano isn't old enough". Aaaaaague!!!
> 
> I guess what this all boils down to is that there are many pianists out
> there who think they are Gods gift to pianos. They seem to beleive that
> they have a built-in radar that can detect a good piano from a bad piano
> and a good tech from a bad tech. They also know everything there is to
> know about what is wrong with their piano, which if were true,
> controdicts why they called me. SOOOOO, for those of you who deal with
> these kinds of people regularly, what kind of techniques do you use to
> keep them in their box and not drive you crazy? How do you keep them out
> of your way while you are working? I think I'm handling myself pretty
> well in these cases but I would like to hear from other's experiences
> and diplomacy. Thanks in advance for your thoughts.
> 
> Rob Goodale, RPT
> Northern Arizona U.
> Flagstaff, AZ

Rob:

Actually I wonder if anyone is really at peace with the world if they
need strokes from everyone in sight about how great they are.  

It helps MY ego to have pianists of this caliber call on me for their
work, but I would get frustrated as you have.  Since I sorta consider
myself a wordsmith, I would probably write a letter.  In one sense you
can't blame the guy who just spent megabucks for the M & H.  He's
nervous, and he's heard stories or maybe even got burned in the past by
an incompetent technician.  In my letter I would thank him for calling
me.  I would probably work out some wording about how I felt a lack of
trust in my abilities and urge him to call a technician he can feel
comfortable with.  If even that is too strong for him, he won't call you
again.

Frankly, I never ran into pianists who go on and on about their
importance, but I do have some very verbose clients.  Sometimes I simply
butt in and say, "Well, I got to get down to business here or I won't be
able to get all my work done today."  That is usually enough to get them
to be quiet and go away.

Regarding the guy who called another tooner, I usually talk with these
people who use more than one technician, emphasizing that I think it is
to their benefit to choose one and stick with him/her.  I don't usually
lose these accounts, but if I do, I still feel that's the way to go.

Clyde Hollinger