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<DIV><FONT face=Tahoma size=2> Hi David:</FONT></DIV>
<DIV><FONT face=Tahoma size=2> That's a tough one, but there
are choices here. The customer's big concern seems to be a new piano
that is out of tune in a short time. My thought would be to bring the
dealer in on this one. Have the customer, you and the dealer (if he is
willing) work out some settlement to keep the owner happy. Perhaps a
three-way split. </FONT></DIV>
<DIV><FONT face=Tahoma size=2> The missed appointment is
unfortunate, but accidents do happen. What did you have in mind when you
mentioned "making up the time?" In this instance you have to set
priorities: Do you want to keep the customer no matter what (doing another
tuning free) or stick to your guns as you did and charge for your time as
usual? Being that you failed to show up at the appointed time and day, the
customer feels you should make amends. In the past when faced with this,
I've asked the owner what would seem fair to them, then work from there.
</FONT></DIV>
<DIV><FONT face=Tahoma size=2> You're right, the customer has
lost faith and confidence in you and likely will never call you back.
What's worse, is that they may tell others what a "bad deal" this turned out to
be. It can turn into a lose-lose situation for everyone, that might have
otherwise been saved by doing a free tuning. I don't like the term "caving
in" rather call it accomodation, goodwill or
cooperation......</FONT></DIV>
<DIV><FONT face=Tahoma size=2> Don't beat yourself up on this
one, we learn every day.</FONT></DIV>
<DIV><FONT face=Tahoma size=2> Mike
Kurta</FONT></DIV></BODY></HTML>