Tuning Complaint - Client Relationship

[Greg Newell]

This sounds like a customer to keep. Were they happy with the sound of the piano
in May? I would do a free touch up and be careful to explain how and why pianos
go out of tune and that normally you charge for this service. Once they are
aware that the piano is not as you left it and that they were happy with it
then, well then some other forces are at work and you can't be held responsible
for that. Try to have the music director there next time so that he can approve
the tuning when you're done. There can be no question then.

Good Luck!



Farrell wrote:

> Hi Listees. I'm looking for some opinions. I am responding to my first
> tuning complaint this morning at 9:30 EST. My question is going to be: Do I
> charge them for a tuning.......because the tuning did not hold......, or
> should I tune and not charge and get a couple PR stars on my forehead?
> Details follow:
>
> Subject is a 1968 Yamaha C7 in original condition. I would describe the
> condition as fair+. The piano is in a fundamentalist-type Christian church.
> AC goes on Wed. night and Sundays. No dehumidification system on piano.
> Client called up last night and said she had been meaning to call for the
> last three weeks because the pianist said the piano is flat (pianist is out
> of town - that's all I could get out of secretary). Service history follows:
>
> 2000 - Replace 4 bass strings & 4 treble strings
> Nov. 8, 2000 - Pitch Raise 10-25 cents
> Nov. 8, 2000 - Tune A440
> May 17, 2001 - Tune A440
>
> My piano Notes follow:
>
> SAT:   4.0   7.0   6.5     DOB: 0.0
> Church wants this piano tuned (pre-scheduled) every 6 months.
> Piano inspection 11/8/00:
> Board: minimum crown, barely OK
> Bridges: DB minimal, but OK
> Strings: false beats, bass tone uneven
> Action: 55 - 60g DW, needs full regulation, Good candidate for balancing
> Hammers: original - should be replaced, but could be filed/shaped
>
> We have had a severe drought in Florida all winter. The rainy season finally
> started right at the end of June. I can't imagine that I will find the piano
> flat - it will most likely be sharp because I last tuned it near the end of
> a prolonged dry period and now it rains about 2" a day.
>
> Anyway, I know I tuned it right at A440 - and the rest of the piano sounded
> good (as good as this one will get!). In two months, I can only imagine the
> piano needs to be tuned - change of seasons, no climate control, AC
> on-and-off, etc. I have a hard time imagining that it is the tuner's fault!
> I expect I will find the piano out of tune and sharp. Quite obviously a
> goodly amount of education is due here. I will talk extensively about tuning
> stability, climate and climate control, and give them a Dampp-Chaser
> brochure.
>
> The bottom line is do I charge them for a tuning (if they have a pianist
> with an ear and considering climatic conditions, the piano should likely be
> tuned every 2 to 3 months), or should I do a complete tuning for free to
> preserve that "feel good" climate (as unstable as it is!).

--
Greg Newell
Greg's Piano Forté
12970 Harlon Ave.
Lakewood, Ohio 44107
216-226-3791
mailto:gnewell@ameritech.net