ethics question

[Joseph Alkana]

ethics question

Long rant, sorry.

Jon, et al,
I really agree with your approach. I, too, have given up dealer work for the same reasons. I have myself to blame as well. Since I cut my teeth on dealer work in my early career I had no firm views about handling the dealer relationship vis a vis piano needs or customer relations. My philosophy only evolved after much, shall we say, trial and error being committed on my part as well as the dealers'. 

Now I have a much more 'mature' view of things and can see how and why errors occurred, mistakes made in judgment, and pianos left in limbo, their faults to be resolved by future professional techs ready to correct perhaps what should have been done years in the past, possibly under the auspices of a warranty or dealer program.

Just moments ago I got off the phone with a new "dealer", who shall remain anonymous for now. The communication went like this:

Dealer wants me to do a local tuning at 'cost' and send the bill, here's the info: Blah, Blah, Blah.

Whoa, says I, lets back up a bit. I tell them that my fee is $XXX plus $XX per hour over and above the tuning. I tell them I don't need the extra work at reduced price, I don't care for their unprepared pianos that go out the door, and I don't like covering up that fact either by them or by me acting on their behalf when I represent them in the home.

Speechless, the gal trying to make the arrangements stammers out that, gee, she likes my train of thought, but she'll never get her manager to approve of my fees or probably my approach. But, she likes my 'stick to my guns' attitude and professional bearing, so she says she'll discuss with the manager and get back to me.

We'll see how this shakes out. I am not about to get involved misrepresenting products for anyone again. Or getting myself into situations that are untenable for me, the piano or the customer.

Jon, your comments also point out the need for piano techs to be better informed and more conscious of what is really going on in the dealer - technician relationship. My personal take, based just on my own experience, points to naiveté in my part and total lack of training to see the problems in a piano at the dealer level and to speak up. The fees that we were supposed to accept were always supported with the solicitous " That's so you can get the customer for your very own" crap. Also, the famous bit: "We let you work on pianos to get experience, why should we pay you the going rate at retail"?

Dealer work - what a subject for discussion. Many of us are strongly opinionated about the various aspects, but for those of us residing more in the negative camp, I suggest that we have caused as much of the problem by cow-towing to the stores' policies as much as anything the dealer overtly or covertly does. We have lacked backbone and conviction and must share in the so-called blame. Bravo to those who have picked up their ethical perspectives and moved on to greener pastures. With more attention to how we approach dealer work perhaps the pendulum can swing with a better beat.

Joseph Alkana RPT
  ----- Original Message ----- 
  From: Jon Page 
  To: pianotech at ptg.org 
  Sent: Friday, December 29, 2006 2:27 PM
  Subject: ethics question


  I don't see the point of treating the dealer with a kid-glove approach.
  The piano left the show room in that condition.  Evidently they had no
  regard for the customer from the beginning, why should they have any now.
  The tuner there must have noticed it. If not, they need better personnel.
  Either way, no real service delivered.


  If they are not forthcoming with customer service, why have to coax or coerce
  them into maintaining their reputation.


  One notice should be sufficient to a dedicated dealer. And the notice should
  come from the customer, not a third party.


  Don't pussy-foot around, you're not their lackey, take the gloves off...


  I've refused dealer work because of the condition in which the pianos were
  delivered, I told them not to call me anymore.  I get their pianos when they
  are out of warranty and ready for genuine technical improvements. The
  customers are surprised that the previous tuner (company man) was not
  more conscientious. My reputation gets a boost from their service apathy.


  Are dealer's tuners instructed not to point out problems because if the
  customer doesn't perceive a problem...there is no problem?


  Educate you customers. Generally, they do not have a clue as to how a piano
  should play or sound. They figure it's supposed to play like that. And what they
  assumed was a "new" feel, is actually poor geometry which didn't 'play-in'.
-- 

  Regards,

  Jon Page
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