[pianotech] Satisfied but persistent customer question

[Joe And Penny Goss]

Merry Christmas ? <g>
Joe Goss RPT
Mother Goose Tools
imatunr at srvinet.com
www.mothergoosetools.com
  ----- Original Message ----- 
  From: Keith McGavern 
  To: pianotech at ptg.org 
  Sent: Sunday, December 28, 2008 3:04 AM
  Subject: Re: [pianotech] Satisfied but persistent customer question


  David,


  I am a little confused by this part of your post. Surely you are not attempting to convey what I should do? If so, I don't have a problem with the manner in which I am handling this particular account. This church and I have a terrific relationship. And gee, David, any problem this church has is ultimately my responsibility, unless you intend to come to my neck of the woods and explain to these folks they need the services of which you speak, that I have set a poor precedent and that from now on you will be their technician.


  Slightly amused as I am certain you meant well, it just appeared kind of odd to me since I didn't ask for any help or opinions in the first place. My comments were solely addressed to Geoff as a possible route other than the one he indicated he was experiencing.


  Sincerely,


  Keith


  On Dec 27, 2008, at 11:15 PM, David Love wrote:


    First order of business would be to make sure that the piano doesn’t move off pitch very far between tunings.  Stability on pianos that have rendering problems and extreme bearing angles or string to felt friction issues (like the Kawai) requires that the piano stays as close to pitch as possible.  Churches are notorious for poor control of conditions that contribute to instability.  A full DC system with bottom cover and upper string cover is called for and if that’s not the issue then you need to address the problems that are creating poor rendering (at their expense) such as restringing, dressing capo bars, changing agraffes, modifiying counterbearing angles or areas if necessary.  If every tuning requires you to make two trips at the price of one then I wonder how much value this customer really has under the present arrangement.  If the problem isn’t the quality and stability of your tuning (and I’m assuming it’s not), don’t make their problem yours.  Help them solve their problem with some well thought out analysis and proposals and don’t apologize that they will have to pay for it—of course, it may be a bit late for that as you’ve set a poor precedent.  ... 

    David Love
    www.davidlovepianos.com

    From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of Keith McGavern
    Sent: Saturday, December 27, 2008 8:10 PM
    To: pianotech at ptg.org
    Subject: Re: [pianotech] Satisfied but persistent customer question

    Geoff,

    I have a situation that might be somewhat similar to yours.

    I have a sister pair of M&H BBs in a church. These pianos absolutely defy rendering with certainty.

    Once I accepted this reality, I initiated making two courtesy visits: The first, one week after the tuning, the second two weeks after the tuning. The first courtesy visit I invariably find numerous unions significantly out and make the necessary corrections. The second week I find fewer unisons out and correct those. This is the only way I am able to be satisfied that the customer has a piano that is actually in tune. Fortunately for me though, the client is close enough that these courtesy visits far outweigh having to be concerned with charging additional fees.

    However, I see no reason on this particular piano you mention that you couldn't incorporate an additional charge for that type of service. This would eliminate call backs per se, and you would be professionally accepting this as one beast that can't be dealt with in one visit.  If the customer is not amenable to some additional charges for what appears to be a very justifiable circumstance, then you will have to decide if you want to remain uncomfortable for the rest of your service days with this customer and this piano. 

    It seems an easy call to me. Some things in life require greater effort and cost to arrive at desired results.

    Sincerely,

    Keith

    On Dec 27, 2008, at 8:48 PM, Geoff Sykes wrote:



     I have a customer with a 1982 Kawai KG-C6 grand. She's a musician. She has ears. This piano is a nightmare to tune. Getting the strings to render through the bearing points so that it is stable enough that I even feel comfortable leaving requires far more pounding than I think any piano should endure. -- Geoff


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