ethics question

[Erwinspiano at aol.com]

Rob
  Good post pal.
  Dale

 
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




 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://www.moypiano.com/ptg/pianotech.php/attachments/20061230/2541b3fe/attachment-0001.html