<HEAD> <META content="MSHTML 6.00.2900.2963" name=GENERATOR></HEAD> <BODY> <DIV>Well, I don't mean to be unkind, but this appears to be your screw-up, 100%, and I don't think you even had the right to get angry with the customer. When I read it, my (admittedly feeble) brain also plugged in the word "free". You had an interesting marketing idea and it backfired. Heck, that's happened to General Motors and most other big companies so don't feel bad. But I think you owe the customer a letter of apology. Step back and laugh, take the thing OFF your website, and get on with life.</DIV> <DIV> </DIV> <DIV>Alan Barnard<BR>Salem, MO<BR></DIV> <BLOCKQUOTE style="PADDING-LEFT: 5px; MARGIN-LEFT: 0px; BORDER-LEFT: #0000ff 2px solid">-----Original Message----- <BR>From: piannaman@aol.com <BR>Sent: Nov 14, 2006 9:24 PM <BR>To: pianotech@ptg.org <BR>Subject: A strange and unpleasant experience <BR><BR><ZZZHTML><ZZZBODY> <DIV>List,</DIV> <DIV> </DIV> <DIV>This might be considered a cautionary tale about what we all put out there on the WWW.</DIV> <DIV> </DIV> <DIV>I tuned my first piano of the week on Monday.  It was a pretty typical job--Yamaha upright, not tuned for several years.  30 cent pitch raise, but it tuned up nicely.</DIV> <DIV> </DIV> <DIV>I yak away with the customer, explain a few things, finish up, present bill.  </DIV> <DIV> </DIV> <DIV>The lady,whose English is not very good, says "I was referred by Joseph, my tenant.  He says I just give paper and tuning free."  </DIV> <DIV> </DIV> <DIV>I say "WHAT!  What piece of paper is that?  I don't work for free!."</DIV> <DIV> </DIV> <DIV>She pulls out a piece of paper, which is the "gift certificate" page of my website printed out on a sheet of copy paper.  Below is the text.</DIV> <DIV> </DIV> <DIV> </DIV> <DIV>De<SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Maiandra GD'; mso-default-font-family: 'Maiandra GD'; mso-ascii-font-family: 'Maiandra GD'; mso-latin-font-family: 'Maiandra GD'; mso-greek-font-family: Garamond; mso-cyrillic-font-family: Garamond; mso-latinext-font-family: 'Maiandra GD'; language: EN">ar ____________________________ ,<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></DIV> <DIV> <DIV class=MsoNormal style="mso-pagination: none"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Maiandra GD'; mso-default-font-family: 'Maiandra GD'; mso-ascii-font-family: 'Maiandra GD'; mso-latin-font-family: 'Maiandra GD'; mso-greek-font-family: Garamond; mso-cyrillic-font-family: Garamond; mso-latinext-font-family: 'Maiandra GD'; language: EN">_______________________________ has chosen to help you promote harmony in the universe!<SPAN style="mso-spacerun: yes">  </SPAN>The bearer of this gift certificate is entitled to one piano tuning.<SPAN style="mso-spacerun: yes">  </SPAN>Please call 650-224-3560, or E-mail me at Velopresto@aol.com to arrange the time and date of your service.<o:p></o:p></SPAN></DIV> <DIV class=MsoNormal style="mso-pagination: none"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Maiandra GD'; mso-default-font-family: 'Maiandra GD'; mso-ascii-font-family: 'Maiandra GD'; mso-latin-font-family: 'Maiandra GD'; mso-greek-font-family: Garamond; mso-cyrillic-font-family: Garamond; mso-latinext-font-family: 'Maiandra GD'; language: EN"> <o:p></o:p></SPAN></DIV> <DIV class=MsoNormal style="mso-pagination: none"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Maiandra GD'; mso-default-font-family: 'Maiandra GD'; mso-ascii-font-family: 'Maiandra GD'; mso-latin-font-family: 'Maiandra GD'; mso-greek-font-family: Garamond; mso-cyrillic-font-family: Garamond; mso-latinext-font-family: 'Maiandra GD'; language: EN"></SPAN> </DIV> <DIV class=MsoNormal style="mso-pagination: none"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 'Maiandra GD'; mso-default-font-family: 'Maiandra GD'; mso-ascii-font-family: 'Maiandra GD'; mso-latin-font-family: 'Maiandra GD'; mso-greek-font-family: Garamond; mso-cyrillic-font-family: Garamond; mso-latinext-font-family: 'Maiandra GD'; language: EN"></SPAN> </DIV> <DIV class=MsoNormal style="mso-pagination: none">I don't see where it says "coupon for free piano tuning."  I can see where there might be some confusion as to the way the gift certificate works, but I don't understand how anyone can be oblivious enough to expect that this entitles them to my services for free.  And I think if I was going to redeem this "coupon" I might first ask the person who would be doing the work if this was indeed a "free" tuning.</DIV></DIV> <DIV style="CLEAR: both"> </DIV> <DIV style="CLEAR: both">I got very angy with her, and with the person who suggested that this might be a free tuning, and with the fact that she waited until I had done the work before she presented the "coupon."</DIV> <DIV style="CLEAR: both"> </DIV> <DIV style="CLEAR: both">Needless to say, I've put a disclaimer on the gift certificate on my website.  </DIV> <DIV style="CLEAR: both"> </DIV> <DIV style="CLEAR: both">I told her I'd take some responsibility for the confusion, and that she could send me half my fee.  I anticipate getting nothing from her.  </DIV> <DIV style="CLEAR: both"> </DIV> <DIV style="CLEAR: both">Thanks for letting me vent,</DIV> <DIV style="CLEAR: both"> </DIV> <DIV style="CLEAR: both">Dave<BR><BR><BR><BR><BR><BR><BR><BR><BR></DIV> <DIV class=AOLPromoFooter> <HR style="MARGIN-TOP: 10px"> <A href="http://pr.atwola.com/promoclk/1615326657x4311227241x4298082137/aol?redir=http%3A%2F%2Fwww%2Eaol%2Ecom%2Fnewaol" target=_blank><B>Check out the new AOL</B></A>. 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