<html xmlns:o="urn:schemas-microsoft-com:office:office" = xmlns:w="urn:schemas-microsoft-com:office:word" = xmlns="http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=Content-Type content="text/html; = charset=us-ascii"> <meta name=ProgId content=Word.Document> <meta name=Generator content="Microsoft Word 9"> <meta name=Originator content="Microsoft Word 9"> <link rel=File-List href="cid:filelist.xml@01C3F656.0DF1DA00">  <style>  </style> </head> <body lang=EN-US style='tab-interval:.5in'> <div class=Section1> A couple of weeks ago I was at a client’s = house. Tuning and repairs came to $167. She couldn’t believe it. Went on and on = about how she used to pay $20 to get her piano tuned and she was never going to = recommend me to anyone. My next appointment tuning and repair came to $145. She was = really happy. Both were contemporaries in their late 60’s. Some people = you can please, others you won’t. <o:p></o:p> <!= [if = !supportEmptyParas]> <![endif]><o:p></o:p> On= my follow up thank you card to the first client I listed all of the area = tuners. I told her the ones that were in my price range and those that were = considerably cheaper. And I sincerely thanked her for her business. I take care of = too many people who are very happy with my service to worry about it. = <o:p></o:p> <!= [if = !supportEmptyParas]> <![endif]><o:p></o:p> Dean<o:p></o:p><= /font> <![if = !supportEmptyParas]> <![endif]><o:p></o:p></= p> Dean May             cell = 812.239.3359<o:p></o:p></= p> PianoRebuilders.com   = 812.235.5272<o:p></o:p></= p> Terre Haute IN  47802<o:p></o:p> <= span class=EmailStyle15><![if = !supportEmptyParas]> <![endif]><o:p></o:p> -----Original Message----- From: = pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org]On = Behalf Of Tvak@aol.com Sent: Wednesday, February = 18, 2004 1:53 PM To: pianotech@ptg.org Subject: You vs. = Them <![if = !supportEmptyParas]> <![endif]><o:p></o:p> List Second visit to a client's house yesterday.  First call was a tuning.   At that visit she complained about my fee, claiming = that I tuned her neighbor's piano for $20 less.  This was simply not = true.  She reluctantly paid it, only after arguing with me for a good 2 or 3 minutes.  I wouldn't back down.  (My fee is not even on the = high end of techs here in Chicago.) Why did I agree to come back and do repairs for her? Upon handing her the bill she claimed I told her it would take me only = 30 minutes to do the following:       replace a broken treble string      replace two broken hammer shanks with new = ones      repair/replace two broken key buttons There is no way I would ever estimate that to take 30 minutes.  = Maybe one of you guys could do that in 30 minutes, but not me.  It actually = took me 90 minutes, mostly due to it taking me forever to cut down a new key = button to fit a dogleg key.  I felt that it should have taken me less time to = do this, (any tips on this procedure would be welcome: I used a little saw, = then filed it and it came out nicely, but there has to be a better way...) so = I only charged her for 60 minutes plus parts, which is what I believe I quoted = her on my estimate. She wasn't satisfied until I charged her only for the 30 minutes plus parts.  I simply refused to argue with her beyond the first 2 or 3 minutes, and I caved.  I have to point out that my labor rate is = lower than any other tech I know.  So the bill was LOW to begin with. Now I should probably just let this go and move on, but I am about to = mail her a letter in which I advise her to find another technician to work on her = piano in the future. When it comes down to you vs. them, how do you deal with = that?   Perhaps in her country of origin it is appropriate behavior to haggle = over things such as this.   I found it offensive.  I just = wanted to get out of the house and be done with her. Luckily the day ended on a nicer note.  Another repair, another house.  This time I handed her the bill and she said, "Oh, no, = that's not enough!" and gave me an extra $10. Tom Sivak Chicago <o:p></o:p> </div> </body> </html>