In a message dated 3/12/2001 12:51:23 PM Central Standard Time, Wimblees@AOL.COM writes: << If there is a blank stare, or even a "thanks but no thanks" kind of response, I leave it alone. My opinion is that if we try to push additional service on a customer who doesn't want it, it might be construed that we are trying to "gouge" the customer. And we can't afford to get that reputation. >> The difficulty with this, although I agree with the general sentiment, is that most people don't know what's in a piano. The "blank stare" response is more common than not, and what it tells me is the client needs more information in order to make informed responses. Obviously there are a variety of ways to do this, our time being the most effective and valuable, both to them and to us. It would be a disservice to the owner NOT to tell them of some problem found that could be corrected or alleviated; perhaps not right now, but over time, or as can be afforded; or the decision may be to do nothing at all; as long as the client knows the condition of things, we've done our job. If the client doesn't know the condition of things, then we haven't done our job. Handling this kind of communication takes skill and sensitivity, and a disinterested (detached) posture. The kinder and more detached from our own pocketbooks we are in this kind of discourse the more effective. But, your point is still well taken, Wim. PR-J
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