how to respond to customer's concerns...

Wimblees@AOL.COM Wimblees@AOL.COM
Mon, 12 Mar 2001 00:17:57 EST


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In a message dated 3/11/01 10:34:46 PM Central Standard Time, 
pianolover88@hotmail.com writes:


> She asked me if it wouldn't be a better idea to wait a couple more months 
> for more "consistant weather conditions". I told her, without hesitation, 
> that since her piano is new, and it's already been TWO months since it was 
> delivered, that I should definitely tune it now,  as it would most likely 
> go 
> flatter and flatter the longer she waits, not to mention that by tuning it 
> now it would help to "stabilize" her piano, help it to "settle down", 
> making 
> future tunings easier and longer lasting. She agreed, so the tuning is set 
> for tomorrow as originally scheduled.
> 
> I'm very curious to know how the more seasoned pros handle questions and 
> concerns similar to this. Thanks!
> 
> Terry Peterson
> 

A piano should be tuned about 2 - 3 weeks, not months, after it has been 
delivered to a customer's house because of the change in environment. That is 
the story we should be telling customers. Yes, strings do stretch, but that 
is not why the piano goes out of tune initially. It's because the humidity 
and temperature in the customer's house is different than in the store. This 
is what salesmen should be telling the customer too. Unfortunately, not too 
many of them do. 

Willem


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