Steinways / David Andersen

[Ron Nossaman]

> Still: we have to work within a framework that's determined by cultural 
> perception and the iconic, mythic status of the Steinway name. If my 
> choice is to frame it so it feels positive instead of punitive, or to 
> rail and fume and demand satisfaction, I choose number one. 
> 
> Literally all you can do is be honest with the piano owner in as 
> diplomatic and non-condemning a way as possible---without minimizing the 
> bad news or lying even by omission. I figure if I have engendered real 
> trust, it's not a problem.
> With trust, nothing's a problem. I see this again and again in my 
> practice. Trust is the most valuable tool; the most desirable atmosphere 
> in which to function....it's easy.  You can rest, relax, and focus. 
> People love it, because they rarely deal with somebody by who they feel 
> truly taken care of.
> 
> David A.


David,
Don't you think we do that very thing with our customers? I 
get the impression that you think we talk to our delicate pink 
customers like we do with calloused professional technicians 
who should be expected to know the difference between meadow 
muffins and Shinola, and oughtn't to need hand holding in the 
meadow muffin phase of discussion. We're all big boys and 
girls who ought to be able to discuss real problems in a 
straightforward and realistic manner without scaring one 
another off. The reality is that the customers *feel* that 
they are truly taken care of, and to the potential that the 
piano has to give, there's no reason that shouldn't be the 
case. The hard fact is that a very real number of these 
diamonds in the rough can't be polished to gem quality with 
field prep, and there are people out there that can tell the 
difference. All it takes is one time with a killer octave that 
can't be made to produce what the owner wants and hears in 
another piano of the same make and model, to blow you out of 
the water. A positive attitude in the face of a negative 
reality you both recognize just makes you look like a dork and 
doesn't do much for trust. Granted, it fortunately doesn't 
often happen that way, and folks are mostly satisfied with the 
improvements rendered, but it does happen. I've done my share 
of "white knighting", following lack of prep or maintenance, 
or someone who didn't please, and it's nice for all concerned 
to be able to make it good. In fact, it often gets me adopted 
as their lifetime tuner - however long that is. I've also 
followed what is sometimes an extensive list of techs who 
couldn't please, and wondered how to answer the "Why didn't 
anyone else tell me this?" questions when I described the real 
problem, the reasons the usual bandaids hadn't worked, and 
what it would take to fix it. "How can that be? Isn't this 
supposed to be the world's best piano?" Well, er...

I have no doubt that others have "white knighted" following 
me, though I'll never know what was thought or said about it. 
It would be educational to know.

Back to work,
Ron N