Customer ethics--no more extras!

[ilex cameron ross]

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Dave, just wanted to throw a coin of empathy in - I'm familiar with the same
deal, and the dealer I currently work with has told me that's very typical.
meh.
-ilex
  -----Original Message-----
  From: pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org]On
Behalf Of Piannaman@aol.com
  Sent: Monday, September 20, 2004 10:43 PM
  To: pianotech@ptg.org
  Subject: Re: Customer ethics--no more extras!


  In a message dated 9/20/04 10:40:07 AM Pacific Daylight Time,
draine@comcast.net writes:



    On Sep 19, 2004, at 10:57 PM, Piannaman@aol.com wrote:

    > Avery,
    >
    > Uhhh...I don't give the tunings away, the dealer does.  I get paid,
    > but not enough to merit extra work.

    I would suggest talking to the dealer about the fact that you have been
    doing more work than he's ben paying for, and you would like to get
    compensated for it by him. After all, these are problems which probably
    existed when the piano was delivered (excess friction in keys, excess
    lost motion, rubbing hammers), not caused by "normal usage" by the
    customer. Does the dealer want good word of mouth from pleased
    customers or not? Try to convey this to him in a straightforward
    manner.
    Some technicians develop very positive relationships with dealers.
    Others don't. I got out of dealer work as soon as I could. As for the
    occasions when I have done some "dealer warranty work" -- well I've got
    a bounced check from said dealer on my desk right now. Warranty work
    for manufacturers has, in my experience, been a much more positive
    experience.
    Patrick Draine



  Patrick,

  I am more frustrated with customers than I am with the dealers.  I usually
charge the dealer something if my appointment goes into overtime, but I
always give them a good deal.  I have good relationships with them, and it
has paid off.  Lack of customer loyalty is my gripe here.  MOst of the
people who do the "free" tunings here do little more than that, and often
don't even do a necessary pitch adjustment.  I have always tried to make
sure the customer is well taken care of, and as Mr. Bullock said, it is
usually not recognized.

  Thanks for the input,

  Dave S.

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