In a message dated 11/12/2008 12:29:45 P.M. Pacific Standard Time, deanmay at pianorebuilders.com writes: In 25 years this is a first for me, having a problem that I was not able to resolve directly with the customer. What is particularly bothersome, however, is what I would deem the very unprofessional conduct of this piano parts supplier, giving a sight unseen diagnosis over the phone with no prior knowledge of the circumstances. Their conduct has cost me several hundred dollars and a lot of goodwill. How do you all think I should respond? Dean Respond to the supplier straightforwardly, just as you did above. Your complaint sounds reasonable and justified. Ask that they apologize to the customer, with a copy to you. If they will (and they should), have them send you a copy; then you write the customer that your primary concern is her satisfaction, and that you hope this clears things up. If that isn't enough, she may not be the kind of client you want, but you will have acted honorably, and done all you can to resolve the issue. If eating several hundred bucks once in a while is as bad as it gets, you're doing well. It's normal overhead. Forget it. Good luck, Bob Davis **************Get the Moviefone Toolbar. Showtimes, theaters, movie news & more!(http://pr.atwola.com/promoclk/100000075x1212774565x1200812037/aol?redir=htt p://toolbar.aol.com/moviefone/download.html?ncid=emlcntusdown00000001) -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://ptg.org/pipermail/pianotech_ptg.org/attachments/20081112/be28a73b/attachment.html>
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