<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; = charset=iso-8859-1"> <META content="MSHTML 6.00.2900.2802" name=GENERATOR> <STYLE></STYLE> </HEAD> <BODY bgColor=#ffffff> <DIV>Terry, Tough = break, man, but I also concur with Susan that it's most important just to forget = about blame and clean up the mess to the customer's satisfaction. Once upon a = time I worked for a great retailer who taught me a simple 3 step formula for = customer satisfaction: 1. Ask the customer what they want. 2. Listen. 3. = Give them what they want, (and a little more when possible.) This, of = course, assumes that the customer wants something reasonable, and most do. So to = put the ball in her court, I'd first say something like, "Gee, Ms. Customer, I'm = SO sorry this happened. I'm human and I make mistakes, but I want to make = THIS one right with you. How would you like me to handle this?" (You might offer = an option or two if she's stuck for an answer) You might hear a = response that's way less than your worst-case fears! And then, after you've = finished, say, touching up the finish, you could polish the piano and/or clean the = soundboard as an "extra", and you'll have a customer for life. A = customer who'll brag to others about you. It's not a tragedy, it's an = opportunity. Hope this helps, John Dorr </DIV></BODY></HTML>