What do you tell... + a true story

[Richard Brekne]

I find myself 100 percent in aggreement with you here Kent.  The only exception I
take to this standpoint is the reality that there are so many unschooled "techs"
around. That fact kinda clouds the picture a bit and makes the "confused,
frustrated and anxious" customer syndrome a bit easier to understand (albiet not
completely). Further clouding of the picture is the general customer service
attitude from dealers. While some are very responisble minded, enough are not
that customers (in just about every branch I suppose) are often enough skeptical
from the get go.

Still, for those who simply out and out dont want to pay, dont want to
understand... but want everything fixed perfectly... hey... I can live with out
that kinda customer. IMHO...grin

Kent Swafford wrote:

> I have little to no sympathy with customers who do not want proper service
> for their pianos. When customers engage me to tune their pianos, they have
> also engaged me to do at least enough service to complete the tunings to
> reasonable standards, assuming that the needed repairs/adjustments are such
> that they can be done within the approximate space of a service appointment.
> If I run across minor details that I can take care of in a short amount of
> time, then I do them. If in a particular scenario, I am an early
> no-credibility tech and the customer chooses not to call me again, fine!
> Even when the customer calls someone else, then the needed service work got
> done and the piano is still improved (as long as you don't come along and
> undo the work!) and I am rid of an insecure, anxiety-ridden customer and the
> hassle they are likely to provide me, with more time to provide good service
> to appreciative customers.
>
> Thanks, I feel better.
>
> Kent Swafford

--
Richard Brekne
RPT, N.P.T.F.
Bergen, Norway
mailto:Richard.Brekne@grieg.uib.no