<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML xmlns:o = "urn:schemas-microsoft-com:office:office" xmlns:st1 = = "urn:schemas-microsoft-com:office:smarttags"><HEAD> <META HTTP-EQUIV="Content-Type" CONTENT="text/html; = charset=us-ascii"> <TITLE>Message</TITLE> <META content="MSHTML 6.00.2900.2627" name=GENERATOR></HEAD> <BODY> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2>Alan,</FONT></SPAN></DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2></FONT></SPAN> </DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2>I = doubt that sending the letter would do anything for either you or her.  Her mind is = already made up.  Perhaps she'll call you again and act totally differently. Sometimes, the less said, the = better.</FONT></SPAN></DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2></FONT></SPAN> </DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2>One = point in your letter, however, mentions that you are the only Guild technician.....</FONT></SPAN></DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2></FONT></SPAN> </DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2>Anyone = can pay dues and be a guild member.  It becomes meaningful only after the tests = to become RPT have been passed.  When advertising in this manner or in = an ad, it is important that guild status be included.</FONT></SPAN></DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2></FONT></SPAN> </DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2>Ray</FONT></SPAN></DIV> <DIV><SPAN class=125402323-21042005><FONT face=Arial size=2></FONT></SPAN> </DIV> <DIV><SPAN class=125402323-21042005> <DIV align=left><FONT face=Arial = size=2>~~~~~~~~~~~~~~~~~~~~~~~~~~~~<BR>Ray T. Bentley, RPT<BR>Registered Piano Tuner-Technician<BR>Alton, IL<BR><A href="mailto:ray@bentley.net">ray@bentley.net</A><BR><A href="http://www.ray.bentley.net/">www.ray.bentley.net</A></FONT></DIV>= </SPAN></DIV> <BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px"> <DIV></DIV> <DIV class=OutlookMessageHeader lang=en-us dir=ltr = align=left><FONT face=Tahoma size=2>-----Original Message-----<BR><B>From:</B> pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org] <B>On = Behalf Of </B>Alan<BR><B>Sent:</B> Thursday, April 21, 2005 5:29 = PM<BR><B>To:</B> 'Pianotech'<BR><B>Subject:</B> Aaaaaaaarrrrrrgh!<BR><BR></FONT></DIV> <DIV><FONT face=Arial> <DIV><SPAN class=500441220-21042005><SPAN class=640172722-21042005><STRONG>(Had trouble with this message, if = it posts more than once, just zap. Sorry)</STRONG></SPAN></SPAN></DIV> <DIV><SPAN class=500441220-21042005><SPAN class=640172722-21042005></SPAN></SPAN> </DIV> <DIV><SPAN class=500441220-21042005><SPAN = class=640172722-21042005></SPAN>Had to happen sooner or later. Visit people who don't play much, tune = annual. He's nice. She was okay in past. She not home. Sit at piano. 20+ cents flat = after period of high humidity around here. Tell him it needs pitch = correction. Work on piano for 2 1/2 hours. She's now home, comes in as I'm trying to = take a little Story & Clarke wine out of the unisons. Scowl. "We have = places to go today! How much longer is this going to take?" Oh, says I, I'm just = finishing up. "How much."  Well it needed pitch correction, you = see, blah blah blah, so it's $140 today. </SPAN></DIV> <DIV><SPAN class=500441220-21042005></SPAN> </DIV> <DIV><SPAN class=500441220-21042005>[Insert sound of Banshee With = Bellyache here]</SPAN></DIV> <DIV> </DIV> <DIV><SPAN class=500441220-21042005>"Why, we haven't even moved that = piano." (Me: chuff, hrgmff, choke ...)</SPAN></DIV> <DIV><SPAN class=500441220-21042005></SPAN> </DIV> <DIV><SPAN class=500441220-21042005> {Caution Serious Rant = Zone Ahead} </SPAN></DIV> <DIV><SPAN class=500441220-21042005></SPAN> </DIV> <DIV><SPAN class=500441220-21042005>WHAT THE HELL IS IT WITH THIS = 'MOVING THE PIANO CRAP'? EVERYONE KNOWS(!) THATS WHAT MAKES PIANOS NEED = TUNING (puff puff pant) DID THE GOVERNMENT USED TO PRINT THAT FACTOID(???!!!) ON = CEREAL BOXES OR WHAT? SEEMS MOST FOLKS DON'T KNOW A $#*%&* THING = ELSE ABOUT THEIR PIANO BUT IF YOU ROLL IT 3 INCHES, THAT'S WHEN YOU GOTTA CALL = THE TUNER (OR IF A KEY IS 'STICKING.') OTHER THAN THAT, IT CAN EASILY GO ANOTHER = 15 YEARS AND SOUNDS JUST BLOODY GREAT, THANK YOU VERY MUCH!</SPAN></DIV> <DIV><SPAN class=500441220-21042005></SPAN> </DIV> <DIV><SPAN class=500441220-21042005>"Last time you were here you = only charged me $50." No, Ma'am. It was $65 a couple of years ago. Now it's $80 = plus you needed the pitch raise. </SPAN></DIV> <DIV><SPAN class=500441220-21042005></SPAN> </DIV> <DIV><SPAN class=500441220-21042005>Tried to explain. She wrote a = check. I said, just pay me what you think it's worth. She paid the full amount.</SPAN></DIV> <DIV><SPAN class=500441220-21042005></SPAN> </DIV> <DIV><SPAN class=500441220-21042005>She won't be using me next time. = That's okay. She will undoubtedly tell everyone in her church--and it's = a small community here--and anyone else who'll listen that I am a rotten crook = and I charge $140 to tune a piano--that hasn't even been moved! That's not = okay. Damn.</SPAN></DIV> <DIV><SPAN class=500441220-21042005></SPAN> </DIV> <DIV><SPAN class=500441220-21042005>I never raised my = voice.</SPAN></DIV> <DIV><SPAN class=500441220-21042005></SPAN> </DIV> <DIV><SPAN class=500441220-21042005>I've <SPAN class=140591922-21042005> included </SPAN> the letter I've = prepared to send her<SPAN class=140591922-21042005> , below</SPAN>. = Before I seal it and send it, if any of you kind folks want to look it over and tell = me I'm right on, crazy, or both, I'd appreciate it. All comments welcome. = Maybe some ideas for people with similar customer relations disasters are here, = too ...</SPAN></DIV> <DIV><SPAN class=500441220-21042005>  </SPAN></DIV> <DIV align=left>Alan R. Barnard</DIV> <DIV align=left><SPAN class=500441220-21042005>Trying to Thicken = My Skin Without Thickening My Skull in </SPAN>Salem, MO</DIV> <DIV align=left><SPAN class=500441220-21042005>(Man, that's just = plain thick! Thorry.)</SPAN></DIV> <DIV> </DIV><FONT face=Arial> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">Dear Friends:<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">I am very upset = about our discussion today. These are my thoughts and feelings = …<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">First and foremost: = If I have offended you in any way, whatsoever, I do truly apologize and ask your = forgiveness. Friendship and integrity mean everything in the world to = me and business …. is only business.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">Jeanne, you seemed = upset with me from the moment I said hello and certainly before the fee was = discussed. I didn’t understand that.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">I’ve attached = a copy of </SPAN><st1:PersonName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">info</SPAN></st1:PersonName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">rmation about = tuning, humidity, pitch raises, etc., in the interest of understanding. Your = piano was 21 percent flat today, which I pointed out to Ron. He heard how much I = was raising each string just to get it near pitch. Anything more than = about 6 or 7 percent flat (or sharp, and less than 5 is better) is simply not = tunable for good, lasting results. If anything, with the high humidity of recent = days, I expected to find your piano a little sharp, or maybe a little flat (it = has been a whole year) but it was <I style="mso-bidi-font-style: = normal">way</I> off.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">Perhaps I should = have clarified fees with Ron before starting, but you had always handled = our business in the past and you are the player. So I just plunged in, = doing what the piano needed.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">Most people tune = every 6 months in our climate, but usually a year doesn’t throw a piano = so much—although it will not sound very good. But some pianos are = just more reactive to humidity swings than others. No one could have </SPAN><st1:PersonName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">don</SPAN></st1:PersonName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">e a straight tuning, = today; the pitch correction was absolutely essential. I wish you’d been = home when I arrived; maybe we’d have saved some grief. = <o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">You were right in = remembering that I charged less on previous occasions. My records show $65 tuning = payments on </SPAN><st1:date Year="2002" Day="11" Month="9"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">9/11/02</SPAN></st1:date><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne"> and = </SPAN><st1:date Year="2004" Day="27" Month="4"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">4/27/04</SPAN></st1:date><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">. Both were for = straight, near-pitch tunings, even though I had already raised my rates by April = of last year, I charged you the old amount—</SPAN><st1:PersonName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">don</SPAN></st1:PersonName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">’t remember = why. My standard tuning rate is now $80 but if gas prices remain so high, I will be = raising it a little or start charging for mileage and time on the road.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">That’s the way = Bottorf Appliance charges: $40 per hour (including driving time to and from) = and $1<U><SUP>00</SUP></U> a mile.<SPAN style="mso-spacerun: yes">  = </SPAN>I know because I routinely survey other professional services to make = sure that my fees are in line and fair. At their rate, a visit equivalent to = mine, today, would have run about the same as what I charged. Equivalent = time on auto repairs at Al West would have cost nearly $200 just for the labor = (and they won’t come to your house).<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">As I said, I’m = not the cheapest tuner in our area. In fact, if I heard that another person = was charging more than I, I would immediately raise my rates. I am the = only Guild technician between here, </SPAN><st1:City><st1:place><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Springfield</SPAN></st1:place></st1:City><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">, </SPAN><st1:place><st1:City><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Columbia</SPAN></st1:City><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">, = </SPAN><st1:State><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Arkansas</SPAN></st1:State></st1:place><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">, and </SPAN><st1:City><st1:place><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">St. Louis</SPAN></st1:place></st1:City><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">. That alone = doesn’t guarantee you top-notch service, but does demonstrate a person’s desire to = be professional, ethical, and to provide excellent, knowledgeable = service. Also it affords fantastic training and mentoring opportunities which I take = every advantage of.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">There are people out = there who will take your money to fiddle with your tuning pins. We call them = “tooners.” One such person, locally, uses a guitar tuner and has no = understanding, at all, about how pianos work or how to tune them, doesn’t = understand tempered tuning, inharminicity, or what to do if a key doesn’t play = right. When encountering pianos off-pitch like yours, this person either tunes and = tunes—desperately trying to make it sound right—until they = literally throw him out, or tells them their “strings are shot” and they need = a new piano!<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">There is a fellow = from </SPAN><st1:City><st1:place><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Marshfield</SPAN></st1:place></st1:City><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne"> who tunes locally = and has a good reputation. And there is one in Rolla whom I have never met, but = have never heard anything bad about. </SPAN><st1:place><st1:PlaceName><SPAN = style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Second</SPAN></st1:PlaceName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne"> = </SPAN><st1:PlaceName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Street</SPAN></st1:PlaceName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne"> = </SPAN><st1:PlaceName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Music</SPAN></st1:PlaceName><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne"> = </SPAN><st1:PlaceType><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Academy</SPAN></st1:PlaceType></st1:place><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne"> in </SPAN><st1:City><st1:place><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne">Dixon</SPAN></st1:place></st1:City><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne"> has a lady who = tunes, very well I’m told. I’m not sure she comes this far south, though.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">On the other hand, = I’d like to remain friends and, just perhaps, your tuner, too. I’m trying to = build a business, provide the best service I can, feed my family, behave = honorably, and make as many friends as I can. If I blew it, somehow, I’m sorry.<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p> </o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: Souvienne">Very truly yours,<o:p></o:p></SPAN></P> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; tab-stops: 27.0pt right 6.5in"><SPAN style="Z-INDEX: -1; MARGIN: 4px auto auto -12px; WIDTH: 257px; = POSITION: absolute; HEIGHT: 106px; mso-ignore: vglayout"><IMG height=106 src="cid:125402323@21042005-2AA3" width=257 v:shapes="_x0000_s1026"></SPAN><SPAN style="FONT-SIZE: 11pt; FONT-FAMILY: = Souvienne"><o:p></o:p></SPAN></P></FONT><BR> <P><FONT size=2>--<BR>No virus found in this outgoing message.<BR></FONT></P></FONT></DIV><BR> <P><FONT size=2>--<BR>No virus found in this outgoing = message.<BR>Checked by AVG Anti-Virus.<BR>Version: 7.0.308 / Virus Database: 266.10.1 - = Release Date: 04/20/2005<BR></FONT></P> <P><FONT face=Arial size=2></FONT></P></BLOCKQUOTE></BODY></HTML>