[Fwd: customer relations]

[Greg Newell]

Carl,

Indeed I am interested in this and it is a topic worthy of discussion on 
Pianotech. While your post is obviously purposely vague regarding the word 
item I am concerned with your specific words that you will offer to him 
when he calls you back. Specifically you write "He will probably call 
again, but I will tell him that I can't work for him, because he needs a 
tech. who is much more qualified than I."  By saying this you are clearly, 
at least to me, admitting that your work is substandard and he did not get 
what he paid for. I don't think that this is probably the case and is 
rather just an unfortunate choice of words. If this is true, and I suspect 
that it is, please choose your words very carefully on that eventual day 
when you do talk to him. It could also be that he was just having a bad 
time in his life and it spilled over on to you. He could be pleased as 
punch next time you talk to him. People are funny that way. Hope this helps!

Greg Newell



At 05:55 AM 5/14/2002, you wrote:

>I see no reason why this post wouldn't be of interest to others on
>Pianotech.  To me, it underscores the need for contracts prior to
>accepting such work.  I'm sure I have told you how a contract saved me
>from such a situation last summer.  Customer had different expectations
>but agreed that I had done exactly as the contract stipulated.
>
>Stan
>
>Carl Teplitski wrote:
> >
> > Had a customer today, ( not piano, but an accordion ) who was expecting
> > it to be perfect when repaired, after of course negotiating best price.
> > He decided not to do a couple of things, because he was trying to keep
> > the price down, and didn't think those things would make any difference.
> > A 50 year old instrunent with questionable quality was what it was. He
> > checked this thing out with a magnifying glass type attitude. There was
> > one item which wasn't as good as possible, and I offered to rework.
> > After the second go around, he still wasn't satisfied. At this time I've
> > given him about 25 % more work than agreed to, just to try and satisfy
> > him. At no time did he comment on other parts of the job which were
> > excellent, but kept coming back to a very negligible item, because he
> > thought that this was what was keeping this instrument from reaching his
> > expectations . He really wanted a much better instrument than it was
> > when new. When reworked, the item he complained about was 99%. or
> > better. I don't think it was possible to improve this particular item.(
> > getting tired of using that word; item ).. well he finally agreed that
> > maybe it was as good as it could get, paid me and left.
> > He will probably call again, but I will tell him that I can't work for
> > him, because he needs a tech. who is much more qualified than I. I'm the
> > only one in this area who is doing any work of this nature. I've done
> > work for many highly skilled professionals, with very satisfactory
> > results,
> > and I've been doing it for about 40 years. Had one other fellow with
> > similar characteristics,
> > who went to another tech. for service. Shortly after, I heard from this
> > tech. that he threatened to throw him out of his shop. Couldn't be
> > satisfied.
> >
> > I'm sure other tech.s have run into this kind of  person, and wonder how
> > they handled it.
> >
> > Carl
> >
> > Stan, I'm wondering if this is an appropriate posting for piano list.
> > Will abide by your opinion.

Greg Newell
mailto:gnewell@ameritech.net