<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; charset=iso-8859-1"> <META content="MSHTML 5.50.4611.1300" name=GENERATOR> <STYLE></STYLE> </HEAD> <BODY bgColor=#ffffff> <DIV>Buyers remorse!</DIV> <DIV><BR><FONT face=Arial size=2>*********** REPLY SEPARATOR ***********<BR><BR>On 2/23/01 at 8:30 PM BH wrote:</FONT></DIV> <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #000000 2px solid"> <DIV><FONT face=Arial size=2>Ron</FONT></DIV> <DIV> </DIV> <DIV><FONT face=Arial size=2>This is not just a piano issue, it happens when we change houses, cars, shoes, dentures and just about anything else you can name.  I believe you when you say the piano has absolutely nothing wrong with it.  Her reaction to the piano is psychological and quite common.  When I used to sell instruments for a music store, we had cases where the customer asked to return the new organ or whatever, a couple of days after delivery.  I call it the <EM>"Post Purchase Syndrome".</EM></FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>I suspect that your customer after having spent all that money, and finding the piano very different to her old tried and trusted model, has panicked and is looking for a way out.  The thought of parting with the her old piano has been difficult to bear.  Given time, she will almost certainly come round to realizing that the CW is superior piano.</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>What to do?  You've done the right thing by giving her two weeks to get used to the feel.  At the end of that period, you should call on her again and <EM>listen </EM>to what she has to say.  Take the time to make any adjustments you think might make her happier no matter how minuscule they may appear to be.  This way, she has seen you do something to rectify any problems and will be reassured by this.  If you tell her that it's just her imagination and do <EM>nothing, </EM>you will not win favor with this woman.  Also tell her that it is quite normal for her to feel as she does after having made such a major purchase.  If her old beast is still in the home and she has the opportunity to compare it over the next few weeks with the CW, she will quickly see that the old one is inferior.  You don't have to tell her this - she will find out for herself. </FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>As a technician and salesman, you have an obligation to offer service and reassurance to your customer, which I know you are doing.  In return, your customer must give you reasonable opportunity to correct any matters that may arise from the sale. </FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>Good luck!</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>Brian Holden, Piano Tuner, New Zealand.    </FONT></DIV> <BLOCKQUOTE style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px"> <DIV style="FONT: 10pt arial">----- Original Message ----- </DIV> <DIV style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: black"><B>From:</B> <A title=rshiflet@eaznet.com href="mailto:rshiflet@eaznet.com">Ron & Lorene Shiflet</A> </DIV> <DIV style="FONT: 10pt arial"><B>To:</B> <A title=pianotech@ptg.org href="mailto:pianotech@ptg.org">pianotech@ptg.org</A> </DIV> <DIV style="FONT: 10pt arial"><B>Sent:</B> Friday, February 23, 2001 5:44 PM</DIV> <DIV style="FONT: 10pt arial"><B>Subject:</B> Likes her old clunker</DIV> <DIV><BR></DIV> <DIV><FONT size=2>List,</FONT></DIV> <DIV><FONT size=2>    I'm running into a problem.  A good friend and client of many years just couldn't stand her old clunker of 50 years.  I sold her a brand new professional studio which is a wonderful piano.  </FONT></DIV> <DIV><FONT size=2>    While we were waiting for the new piano to arrive, she became very emotional about her old piano and it became sentimental.  Now she can't seem to enjoy her new piano.  I'm trying to decide the best way to deal with this.</FONT></DIV> <DIV><FONT size=2>    Her old piano is a 1950's Baldwin spinet, drop action, scuffed to death, missing finish from water vases placed on top, unlevel keys, poor repetition, action in need of a rebuild, sounds "tinny" at best.</FONT></DIV> <DIV><FONT size=2>    Her new piano is a 2001 Charles Walter studio, Queen Anne, Accu-tuned to A-440, absolutely nothing wrong with it.  </FONT></DIV> <DIV><FONT size=2>    Her complaints are:</FONT></DIV> <UL> <LI><FONT size=2>    The action is stiff.</FONT> <LI><FONT size=2>    Keys are hard to press  </FONT> <LI><FONT size=2>    "It feels like there's cotton under the keys".</FONT> <LI><FONT size=2>    The notes don't ring when you let off the key (go figure).</FONT> <LI><FONT size=2>    Keys don't repeat ( we'll look into this, but it didn't happen at     the tuning)</FONT> <LI><FONT size=2>    The sound just isn't real bright.</FONT> <LI><FONT size=2>    Won't play loud unless you pound.</FONT></LI></UL> <DIV><FONT size=2>I've worked for dealers before who had customers so accustomed to their old clunker that they hated the good piano.  All of you tasteful technicians, how do you deal with this.  Remember, she's female and it's an emotional thing.  I told her to play on it for 2 weeks and get used to the feel, and then I'll come out.</FONT></DIV> <DIV><FONT size=2></FONT> </DIV> <DIV><FONT size=2>Ron</FONT></DIV> <DIV><FONT size=2></FONT> </DIV> <DIV><FONT size=2><A href="mailto:rshiflet@eaznet.com">rshiflet@eaznet.com</A></FONT></DIV> <DIV><FONT size=2>  </FONT> </DIV></BLOCKQUOTE><FONT size=2 Arial></BLOCKQUOTE></FONT></BODY></HTML>