<html> Señor Farrell,   Lots of good responses, but you're still up the creek. Having the player there isn't always possible, and if the stand-by person can't be used to clarify a service issue, then it my be time to fall back and reschedule. I know, I know.... it's not practical. If you ever find yourself in that situation with a player piano, DON'T risk it!  Amazing how some almost-dead player pianos worked "just fine" before you tuned it! (or moved it) Anyway, in an attempt to be a little helpful, remember "Feel, Felt, Found". It's an old tool for dealing with situations like yours. It can go something like "I know how you feel. I felt the same way. Let me explain (show, tell you, etc.) what I found." Like any tool, it's how you use it that counts. Sincerity is everything. You never know what else is going on in that persons' life when you hear back from them and they're in tears. Another good opener for your future reference is "I value our relationship (your business, etc) and I truly appreciate the fact that you called me back so soon." Unless, of course, it's one of those that points out a problem 2 months after your service call. Time dilation effects, caused by the mono-directional flow of the customers hard-earned pennies. "Hi. Your were here a couple of weeks ago...." and you can't find it in your calendar because you only carry the last 9 months! Funny thing..... while I was trying to write this, I received a second call-back complaint from a customer with a funky spinet that has a mystery trapwork problem. AND.... the player is the husband..... who happens to be an attorney. So... "Mr. Nichols? You were here last week and now the keys are just holding." "Great! This is a good thing, Mrs. wife-of-an-attorney." Now, at least, we'll have some kind of tangible target." Anyway, the rest of the conversation went just fine, even though I won't be able to get there real soon, basically because I welcomed the problem, instead of trying to make excuses or shift blame or any of the other "avoidance" type responses. Hope this has been helpful. Later, Guy At 06:07 PM 11/2/2003 -0500, you wrote: <blockquote type=cite class=cite cite>Hello PianoLi= st folks. I'm looking for any suggestions to sooth an irate customer - she just called and left a message - I'll have to get back to her soon.   I tuned a Yamaha GH1 today (so-so condition). New customer "graduate of Puerto Rico Conservatory". I sat down on bench & hit first key - BUZZZZZZZZZZZ. Found a half-dozen keys that made a nasty soundboard buzz. Found a rib I could press on while striking key that stopped the buzz. Lady was not home so I called hubby over to ask if wife had complained about buzz. He said he heard it when I demonstrated it, but she had not mentioned it.   So she just calls now and said she played her piano. She is not happy at all. She said there were one or two keys that made a little buzz previously, but now about 20 notes make a big buzz and she is in tears.   I had told the hubby when I was there earlier that if the buzzing bothered her, there were some repairs that we could try to get rid of the buzzing. He said he would mention it to her. It would seem to me that the appropriate response from me is to offer to make an appointment to come and repair her loose rib and charge her a normal fee for doing so. Her message has the distinct tone of "my piano was fine before YOU touched it".   Any thoughts before I step into the fire? Thanks.   Terry Farrell</blockquote> <x-sigsep></x-sigsep> "Controversy equalizes fools and wise men and the fools know it."    <x-tab>     </x-tab><x-tab>    =     </x-tab>Oliver Wendell Holmes (1809-1894)</html>