ethics question

[BobDavis88 at aol.com]

Tom Sivak writes:
So my ethical dilemma is this:  Should I tell the client that the tuning pins 
are too loose for a new piano?  The dealer may have given me the client, but 
the client is mine now.  I feel that I owe them my honest opinions on things, 
and my opinion is that this piano is defective.  Of course, no one has 
actually asked for my opinion about the piano, so I'd be the one who started all this 
trouble if it comes to that. 
Tom,

I don't think it's an ethical dilemma. When we work for a dealer, we are in 
the unenviable position of having to represent the interests of the customer, 
the dealer, and the manufacturer (and our own). No fun, but that's the way it 
is. It's a good way to sharpen one's mediating skills.

When the service responsibility has passed to the customer, as in this case, 
we have the duty to look out for the interests of the customer. However, that 
doesn't have to mean an adversarial stance with the dealer, or that it has to 
pass from representation to advocacy, at least at first. My thoughts:

1) Report the potential problem in a friendly manner to the dealer, or 
dealer's tech, as you did, and ask if there's anything he would like you to do. 
"Very nice piano; I did notice one developing situation that I wanted to let you 
know about in case [manufacturer's name] needs to cover it under warranty".

2) Do the torque report in writing, and send or email your findings to the 
dealer. I prefer snail mail. This records your concerns in case a later 
technician finds the same problem; and it gives the dealer something tangible, to 
emphasize the need for action.

3) The dealer will appreciate it if you don't alarm the client unnecessarily. 
After all, your assumption at this point is that any dealer would want to 
take care of a potential headache right away. Let the dealer know that you have 
not yet told the client.

4) At the second call, if the problem remains, do your best, then tell the 
client that you found a little issue last time that you reported to the dealer, 
and that you'll take care of following up on it and report back to them. Do 
not get the client involved at this point. This leaves more control of the 
approach to the dealer in your hands.

5) Write the dealer; remind him that the problem remains, and suggest that he 
supply your findings to the factory. This can help make everyone partners 
rather than adversaries, and some manufacturers will actually be helpful! Mention 
that you have let the client know that it's in process.

6) Write the customer: "As I mentioned at my last visit, I have reported a 
possible warranty issue with your piano to the dealer. I am sure he will want to 
follow up on it with you. Please feel free to contact me if you have not 
heard from him within a few weeks." If the customer contacts you, you can THEN 
describe the problem in general terms, and sic him directly onto the dealer.

When we are on the customer's dime, we do have a fiduciary responsibility to 
inform him when we suspect a warranty issue. It's clear that you recognize 
that. However, there is usually no reason we can't remain polite, friendly, and 
helpful to all sides, and go to great lengths to protect ALL the relationships 
involved. We've all seen technicians who immediately take a blameful or 
punitive stance, which is neither attractive nor useful.

I understand the value of dealer work to a less experienced tuner, even at 
lower rates. That's a good trade, but NEVER when it requires doing something 
shady to protect that job.

Happy ambassador-ing,
Bob Davis
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