<html><body bgcolor="#FFFFFF"><div>Good point.</div><div>Thanks, Rick Ucci<div><a href="http://Uccipiano.com">Uccipiano.com</a></div></div><div> On Apr 8, 2012, at 8:57 AM, "Dean May" <<a href="mailto:deanmay@pianorebuilders.com">deanmay@pianorebuilders.com</a>> wrote: </div><div></div><blockquote type="cite"><div><o:smarttagtype namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="PostalCode"> <o:smarttagtype namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="State"> <o:smarttagtype namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="place"> <o:smarttagtype namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="City"> <o:smarttagtype namespaceuri="urn:schemas-microsoft-com:office:smarttags" name="PersonName">  <style>  </style>  <div class="Section1"> John is right, negative advertisement can really hurt. <o:p></o:p> <o:p> </o:p> As small service businessmen we implicitly offer a satisfaction guarantee. For me, that means that I am prepared to refund their money and walk away if I can’t make them happy. Don’t call me again and don’t recommend me to your friends. At least then she will not be able to complain that I am greedy, whatever else bad she may say. <o:p></o:p> <o:p> </o:p> On the price thing, if people bring it up, I communicate I am not the cheapest, but I am very good, I am full time and I’ve been doing it for 30 years. There are always less experienced part timers willing to work for less. <o:p></o:p> <o:p> </o:p> On the breaking strings, communicate that the tuning process inflicts the most stress a string is likely to ever see. If there is a problem or weakness, chances are it is during the tuning that it will break. <o:p></o:p> <div> Dean<o:p></o:p> Dean W May                        (812) 235-5272 voice and text<o:p></o:p> <a href="http://PianoRebuilders.com">PianoRebuilders.com</a>           (888) DEAN-MAY         <o:p></o:p> <st1:place u1:st="on"><st1:place u2:st="on"><u2:city u1:st="on"><ns0:city w:insauthor="Dean May" w:insdate="2012-04-08T08:50:00Z" w:endinsauthor="Dean May" w:endinsdate="2012-04-08T08:50:00Z"><st1:place w:st="on"><st1:city w:st="on">Terre Haute</st1:city></st1:place></ns0:city></u2:city> <ns0:state w:insauthor="Dean May" w:insdate="2012-04-08T08:50:00Z" w:endinsauthor="Dean May" w:endinsdate="2012-04-08T08:50:00Z"><u2:state u1:st="on"><st1:state w:st="on">IN</st1:state></u2:state></ns0:state> <ns0:postalcode w:insauthor="Dean May" w:insdate="2012-04-08T08:50:00Z" w:endinsauthor="Dean May" w:endinsdate="2012-04-08T08:50:00Z"><u2:postalcode u1:st="on"><st1:postalcode w:st="on">47802</st1:postalcode>           Give us a LIKE on Facebook! <a href="https://www.facebook.com/pages/PianoRebuilderscom/137780082943148">Go to <a href="http://PianoRebuilders.com">PianoRebuilders.com</a></a></u2:postalcode></ns0:postalcode><o:p></o:p></st1:place></st1:place> </div> <div> <div class="MsoNormal" align="center" style="text-align:center"> <hr size="2" width="100%" align="center" tabindex="-1"> </div> From: <a href="mailto:pianotech-bounces@ptg.org">pianotech-bounces@ptg.org</a> [mailto:pianotech-bounces@ptg.org] On Behalf Of John Ross Sent: Sunday, April 08, 2012 8:02 AM To: <st1:personname w:st="on"><a href="mailto:pianotech@ptg.org">pianotech@ptg.org</a></st1:personname> Subject: Re: [pianotech] Customer complaint<o:p></o:p> </div> <o:p> </o:p> That is a hard one.<o:p></o:p> <div> I have found that word of mouth is the best advertisement, so obviously it can hurt as well.<o:p></o:p> </div> <div> How big is your town? How far do you have to travel to get to her? <o:p></o:p> </div> <div> So many variables, <o:p></o:p> </div> <div> I would at least go back and determine what the problem is with the notes that offend her.<o:p></o:p> </div> <div> You might be able to demonstrate to her satisfaction that it was not your fault. You will never know if you don't go, and things do happen.<o:p></o:p> </div> <div> I have wished at times over the years, that I had gone back when a problem like this occurred. <o:p></o:p> </div> <div> I, when arranging to go back would inform her that if the problem was unrelated to what you had done, she may be charged. <o:p></o:p> </div> <div> I hope you explained to her that the replaced string would go out of tune and why.<o:p></o:p> </div> <div> John Ross<o:p></o:p> </div> <div> <st1:place w:st="on"><st1:city w:st="on">Windsor</st1:city>, <st1:state w:st="on">Nova Scotia</st1:state></st1:place>.<o:p></o:p> </div> <div> <o:p> </o:p> <div> <div> On 08-04-2012, at 8:31 AM, <a href="mailto:richarducci@comcast.net"><a href="mailto:richarducci@comcast.net">richarducci@comcast.net</a></a> wrote:<o:p></o:p> </div> <o:p></o:p> <div> List, During the tuning of a yamaha c-1 last week , the bass string F below middle C broke. Piano gets serviced once a yr. and has a DC system installed, pitch was about 10 cents or less flat. The client took the position that "I" broke the string so"I" am responsible for replacing it at "MY" cost. I explained to her that the string broke, I did not "break" the string. I returned the next week and replaced the string with a Mapes duplicate and charged her $40 total. She has made it a point in the past to tell me of other tuners that charge less, and I had made up my mind that this was going to be my last visit. I wished her good luck with her piano in the future, and left. Just received email from her saying that several other notes are not functioning well now and wants me to come back and address those issues. I replied that the string was replaced correctly, and it has no bearing on other notes, and that she will need to contact another tech. How would you guys handle this? Thanks. Rick Ucci <a href="http://Uccipiano.com"><a href="http://Uccipiano.com">Uccipiano.com</a></a><o:p></o:p> </div> </div> <o:p> </o:p> </div> </div> </o:smarttagtype></o:smarttagtype></o:smarttagtype></o:smarttagtype></o:smarttagtype></div></blockquote></body></html>