Business Ethics Question - Very Long Post (sorry)

[J Patrick Draine]

On Aug 11, 2005, at 12:16 PM, Mickey Kessler wrote:

> When our season was over I decided to have my bassoon overhauled by  
> a professional – it had been in a closet for decades; it seemed to  
> play okay, but I felt it was due for some TLC. I scouted around on  
> the internet, got a few quotes, and made a decision based on  
> nothing much more than instinct. The gentleman I chose for the job  
> submitted  in fact the highest quote I got – maybe I was thinking  
> that that meant quality; I don’t know.

You're looking for a professional, and you proceeded based on what  
you found on the internet?? Nothing wrong with advertising -- I spend  
a fair amount in keeping my name "out there" in the Yellow Pages --  
but your best avenue would have been "word of mouth" -- fellow  
oboists, folks you know or at least have become acquainted with in  
some context (oboist mail lists?).


>  What I got was an email stating the he “disagreed with  
> everything!” I said, and if I felt that way I should just keep my  
> money. His wording was stronger, though not obscene. He was clearly  
> furious – with me.

>  Instead, a week later, I got an envelope in the mail. It contained  
> my check, torn to shreds, and a piece of his stationary with the  
> words “F**k you!” scrawled across it.
>
> Did I deserve that? Am I in the wrong? Would there have been a  
> better way for me to handle the situation?
>
> The more I think about it, the more I’ve convinced myself that I  
> did nothing wrong, and nothing to deserve that kind of response.

No, you didn't "deserve that" -- just be happy you have your  
instrument back, and can spend the refused payment with an oboe  
repair person whose work you *research thoroughly*!
The refused check is his partial payment in tuition for learning what  
"achieving customer satisfaction" is -- promptness, attention to  
detail, and having the skill set necessary to provide high caliber  
results before you put put your own shingle, the ability to keep his  
cool.
And yes, communication via e-mail can lead to miscommunication.

Best wishes,
Patrick Draine