The Buzzing Phenomenon

[Piesik, John (JPIESIK)]

> Fellow Techs,
> 
> I seldom get callbacks. Can't remember the last callback where I actually
> was the source of the problem I was being called back for. I read a recent
> article in the Journal that said one should give every client at least one
> return trip, gratis, regardless of fault or problem - and I do allow
> everyone a callback, but...
> 
> What I've been experiencing over the last year is what I call The Buzzing
> Phenomenon. Clients are calling me back because they are now experiencing
> a "buzz" in their piano "that was never there before."
> 
> 100 percent of these callbacks (here's the pattern) are from folks who
> have neglected their piano for years, it required a significant pitch
> raise, the piano is generally older though some are newer, yet all were
> neglected.
> 
> The piano sits for years. No one is playing it, of course, because it
> sounds/plays horrible. I come in and perform a major service (pitch raise,
> repairs, etc.). They spend good money for my service, too - of course,
> right? Oh yeah, this client will invariably offer, "the last guy only
> charged $35 to toon it."
> 
> My conclusion is the strings require time to re-settle on the termination
> points before any realistic judgement can be made after a major service -
> and this does not happen over night. Usually, a reasonable judgment cannot
> be made on these types of pianos until after a couple more regular
> services. Sometimes, it's obvious the pressure bar or capo is badly
> grooved - more expense than they are willing to pay to correct, and they
> are still not convinced I didn't cause it. And, I suspect the "buzz" was
> there from the "beginning."
> 
> Anyway, they are now acutely focussed on their "new" instrument,
> attempting to uncover/nit-pick any "faults" that I may have caused as a
> result of my "expensive" service. Any problems that they now perceive with
> their newly serviced piano must be my fault since I was the last person to
> touch it.
> 
> Maybe I should provide a handout before every major service that clearly
> explains why it may take several services, after a piano has been
> neglected for years, before it will settle down again and before all of
> the bugs can be worked out - and this is true. No way one could restore a
> neglected piano to "perfect, new" condition in one service call (although
> these types of clients seem to expect this). And, it appears they have no
> intention of servicing the piano for another umpteen years, and are just
> trying to squeeze me for all I'm worth.
> 
> How do I deal with this type of client? Should I be defending myself from
> the onset with some type of handout or statement about what could happen
> to a neglected piano after a major service? What's the best way to deal
> with them on the phone during the callback and once again when in their
> home? How many of these do you deal with on average in a month/year?
> Should I just shake the dust and move on? It's clearly a communication
> problem - isn't it usually? Although, I've also learned you can't please
> everyone (at least I'm pleasing most).
> 
> It's a funny thing, really. And, I know you'll understand this: I swear I
> can tell when this sort of thing is about to happen the moment I set up
> the initial appt. on the phone and "meet" the prospective client. Call it
> whatever, I call it PTI (Piano Technician's Intuition). Maybe I should
> follow my gut at this stage and politely declare, "Sorry, too busy. Not
> taking on any more new clients." 
> 
> Quite frankly, this is becoming frustrating. 
> 
> Warmest Regards,
> 
> John Piesik, RPT
> jpiesik@arinc.com