Killer Octave - Warranty Issue?

[Richard Brekne]

Having read a few posts on this I decided to throw in a few words. I guess we get
caught between a rock and a hard place often enough when in the situation Terry
describes.  On the one hand we may identify some problem that really should be dealt
with, yet on the other hand we have the customers interests and then the dealers
interests.

The customers interests are the most important and perhaps the most difficult to
judge correctly. True, they have a right to know anything that is a detrimant to
their newly purchased instrument. On the other hand they have a right not to know as
well. That might sound a bit odd at first, but I think it is central to the point
some have made on this subject. Fact is, and I think all of us have experienced
this,  that some folks just want reassurance that all is well, and are not really
able to deal constructively with any information to the contrary.

I guess what I am trying to point out is that I think to need to try and read the
customer before really deciding whether or not to supply unasked for information. A
technique I use for feeling out these kinds of situations is to start a service
visit by asking straight out whether the customer has any comments or has noticed
any problems. I then do the job, noteing any and all deficiencies and doing my best
to sort out which are serious enough to pursue and those that are not. At the end of
the job then I take initiative for an informal discussion with the customer about
the qualities of the piano. One gets plenty of signals right off about how the
customer feels about the instrument, and how they will react to any "bad news".

Of course one does have to be carefull.... hot water is easy enough to find oneself
bathing in, and one does have to be able to sort out whats important enough in each
situation to point out.  But the right of the customer to know is high on my list of
priorities. And if I feel they are sincerly interested, and have their own emotional
prejudice under reasonable control... then I do not hesitate further.

The dealers I have experience with through the years have come to respect this
balance as a pretty darn fair one. Most of them are human enough, yet honest enough
to be able to take a fair kick in the pattootey when its called for.

As has been pointed out by others, this requires a delicate balance often, and a
good portion of people savy. Walk the rail at your own risk, or play it safe and say
nothing. Me... I walk that rail as I feel like its just one more little way I can
push the market in a positive direction. And every little push and shove helps.

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