[Fwd: customer relations]

[Ron Nossaman]

>>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.

1: If he expected it to be perfect when repaired, after being allowed to
chose for himself what was necessary and what was not, then you didn't
adequately educate him before taking the job on. One demerit.

2: In allowing him to define the rules, with you remaining accountable for
the result, you gave him the farm. A blank check. You're the tech, not him.

3: As a result of items 1 and 2, you effectively volunteered to be in this
position. This is un-good, as is now apparent.

4: You've already given him more than he bought. Tell him you've done the
job he stipulated, at the price he wished to pay. You did what he wanted,
instead of what you determined was needed. Explain it to him patiently. If
he remains unreasonable, be done with him, even if you have to eat the job. 

5: Life is short, and a dog can only support so many ticks.

6: In the future, before venturing into the weeds, use a good repellant.
See items 1 and 2.

7: If he doesn't call back and complain, or he does call and is now
satisfied, be happy. People are weird. Even so, remember items 1 and 2.

Ron N