Customer question

[Richard Brekne]

Sherry, we've all seen this from time to time. Generally, its a good
idea to make sure as best you can that minor mechanical problems are put
in order as part of a tuning visit. Where the border goes as to how much
is enough is necessarilly a call you have to make then and there. 

I find that if a piano is in need of significant work beyond what a
usual tuning and say 20 - 30 minutes of general service time can deal
with, then its a good idea to discuss the problem(s)with the customer
before even starting. 

I try and always clearly define my service call ahead of time to any and
all new customers. I also make a point of letting them know when I am
doing a little something extra for "free" as it were. And if it comes to
it, I have no problem letting a customer know that I will not allow
myself to be exploited. 

In your particular case.... if you noticed the sticky key while working
on the piano, and if there were no other real problems, then perhaps you
might have been best fixing it to begin with. Course the problem might
be intermittant, or popped up after your visit. Dont let yourself get
yanked around... but be as service minded as you can. Like I say tho...
its an individual call .

Cheers
RicB

Sherry wrote:
> 
> I could use some input on the following situation.  I did a pitch raise on a
> Baldwin Acrosonic the other day and also replaced a broken spring.  The
> customer just called back and said she had a sticking key and wanted me to
> come fix it (without charge).  Obviously I have not been clear enough about
> what is "included" in a tuning call and what should be considered a new
> service call request.  I have a feeling this lady will have a lot of things
> go wrong with this piano since it was not maintained properly for many years
> and just keep calling pretty much forever asking me to stop by without
> charge for "little things" that are wrong.
> 
> 1) Any suggestions for this particular situation.
> 
> 2) How can I delineate what is and what is not included in a regular tuning
> appointment (re:  repairs, etc)
> 
> Thanks for the help.   Sherry
> 
> _______________________________________________
> pianotech list info: https://www.moypiano.com/resources/#archives

-- 
Richard Brekne
RPT, N.P.T.F.
UiB, Bergen, Norway
mailto:rbrekne@broadpark.no
http://home.broadpark.no/~rbrekne/ricmain.html