<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META content="text/html; charset=iso-8859-1" = http-equiv=Content-Type> <META content="MSHTML 5.00.2614.3500" name=GENERATOR> <STYLE></STYLE> </HEAD> <BODY bgColor=#ffffff> <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="BORDER-LEFT: #000000 2px solid; MARGIN-LEFT: 5px; MARGIN-RIGHT: = 0px; PADDING-LEFT: 5px; PADDING-RIGHT: 0px"> <DIV style="FONT: 10pt arial">----- Original Message ----- </DIV> <DIV style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: = black"><B>From:</B> <A href="mailto:rshiflet@eaznet.com" title=rshiflet@eaznet.com>Ron = & Lorene Shiflet</A> </DIV> <DIV style="FONT: 10pt arial"><B>To:</B> <A = href="mailto:pianotech@ptg.org" title=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></BODY></HTML>