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<body lang=EN-US link=blue vlink=blue style='tab-interval:.5in' =
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bottomMargin=7 leftmargin=7 topmargin=7 rightMargin=7>

<div class=Section1>

<p class=MsoNormal><font size=2 color=navy face=Arial =
id="role_document"><span
style='font-size:10.0pt;font-family:Arial;color:navy'>You might even =
go a
little further. In as nice a way as possible tell her you don&#8217;t =
ever want
her to call you back and to please not recommend you to any of her =
friends. <o:p></o:p></span></font></p>

<p class=MsoNormal><font size=2 color=navy face=Arial><span =
style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=MsoNormal><font size=2 color=navy face=Arial><span =
style='font-size:
10.0pt;font-family:Arial;color:navy'>You might have been able to head a =
little
of this off at the pass if you had done a better job explaining how =
unstable
the piano would be after the pitch raise. I always tell people that it =
will not
sound as good as a regular tuning and it will not stay in tune like a =
piano
that has been regularly tuned. <o:p></o:p></span></font></p>

<p class=MsoNormal><font size=2 color=navy face=Arial><span =
style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<div>

<p class=MsoAutoSig><b><font size=6 color=navy face="Bradley =
Hand ITC"><span
style='font-size:22.0pt;mso-bidi-font-size:12.0pt;font-family:"Bradley =
Hand ITC";
color:navy;font-weight:bold;mso-no-proof:yes'>Dean<o:p></o:p></span></fon=
t></b></p>

<p class=MsoAutoSig><font size=3 color=navy face="Times New =
Roman"><span
style='font-size:12.0pt;color:navy;mso-no-proof:yes'>Dean May<span
style='mso-spacerun:yes'>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbs=
p;&nbsp;&nbsp;&nbsp;&nbsp;
</span>cell 812.239.3359<o:p></o:p></span></font></p>

<p class=MsoAutoSig><font size=3 color=navy face="Times New =
Roman"><span
style='font-size:12.0pt;color:navy;mso-no-proof:yes'>PianoRebuilders.co=
m<span
style='mso-spacerun:yes'>&nbsp;&nbsp; =
</span>812.235.5272<o:p></o:p></span></font></p>

<p class=MsoAutoSig><font size=3 color=navy face="Times New =
Roman"><span
style='font-size:12.0pt;color:navy;mso-no-proof:yes'>Terre Haute =
IN<span
style='mso-spacerun:yes'>&nbsp; =
</span>47802<o:p></o:p></span></font></p>

</div>

<p class=MsoNormal><font size=2 color=navy face=Arial><span =
style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p>&nbsp;</o:p></span></font></p>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
face=Tahoma><span
style='font-size:10.0pt;font-family:Tahoma'>-----Original =
Message-----<br>
<b><span style='font-weight:bold'>From:</span></b> =
pianotech-bounces@ptg.org
[mailto:pianotech-bounces@ptg.org] <b><span =
style='font-weight:bold'>On Behalf
Of </span></b>Piannaman@aol.com<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, October =
25, 2005
8:55 AM<br>
<b><span style='font-weight:bold'>To:</span></b> pianotech@ptg.org<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: No =
show</span></font></p>

<p class=MsoNormal style='margin-left:.5in'><font size=3 =
face="Times New Roman"><span
style='font-size:12.0pt'><o:p>&nbsp;</o:p></span></font></p>

<div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Carl,<o:p></o:p>=
</span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>You
stole the words right out of my mouth.&nbsp; =
<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Dave,
no way I'd go back for another freebie.&nbsp; You showed a gesture of =
good
faith in offering to retune the piano gratis.&nbsp; She should be happy =
to have
you do it for the minimum service charge.<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>However
it resolves, she is definitely someone I'd put a red mark next to in my
database.<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Dave
Stahl<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>In a
message dated 10/24/2005 8:14:47 P.M. Pacific Standard Time,
cmpiano@comcast.net writes:<o:p></o:p></span></font></p>

</div>

<blockquote style='border:none;border-left:solid blue =
1.5pt;padding:0in 0in 0in 4.0pt;
margin-left:3.75pt;margin-top:5.0pt;margin-bottom:5.0pt'>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Better
yet,&nbsp; suggest she have her brother tune it.&nbsp; He obviously =
knows what
is wrong.<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Carl
Meyer PTG assoc<br>
Santa Clara, Ca.<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<blockquote style='border:none;border-left:solid black =
1.5pt;padding:0in 0in 0in 4.0pt;
margin-left:3.75pt;margin-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'=
>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>-----
Original Message ----- <o:p></o:p></span></font></p>

</div>

<div style='font-color:black'>

<p class=MsoNormal =
style='margin-left:.5in;background:#E4E4E4'><b><font size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black;font-weight:bold'>From:</span></font></b><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'> <a
href="mailto:jrpiano@win.eastlink.ca" =
title="mailto:jrpiano@win.eastlink.ca">John
Ross</a> <o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><b><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black;
font-weight:bold'>To:</span></font></b><font size=2 color=black =
face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:black'> <a
href="mailto:pianotech@ptg.org" =
title="mailto:pianotech@ptg.org">Pianotech</a> =
<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><b><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black;
font-weight:bold'>Sent:</span></font></b><font size=2 color=black =
face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:black'> Monday, =
October 24,
2005 2:41 PM<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><b><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black;
font-weight:bold'>Subject:</span></font></b><font size=2 color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'> Re: No
show<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'><o:p>&nbsp;</o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><strong><b><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'>Hi Dave,</span></font></b></strong><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'><o:p></o:p></spa=
n></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><strong><b><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'>That is a hard one.</span></font></b></strong><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'><o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><strong><b><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'>Obviously, losing her as a customer would be no big deal, =
since
you said her piano had been neglected. So she might not have had you =
back for a
while anyway.</span></font></b></strong><font size=2 color=black =
face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:black'><o:p></o:p></spa=
n></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><strong><b><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'>The hard part is, that word of mouth is the best =
advertisement,
and if she spreads the word, it could hurt business. Especially, if it =
is a
rural area. But that would depend on the goodwill you have built up in =
the
area, already.</span></font></b></strong><font size=2 color=black =
face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:black'><o:p></o:p></spa=
n></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><strong><b><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'>I think you are correct in making a charge, as she had =
already
used up the free one, by being a no show.&nbsp; =
</span></font></b></strong><font
size=2 color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'><o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><strong><b><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'>Maybe call her again, and explain to her again, that you =
have
already been there, and doesn't she realize that she is to blame for her =
being
a no show, when the job would have been =
free.</span></font></b></strong><font
size=2 color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'><o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><strong><b><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'>How about getting her Brother's phone number, and getting
specifics from him, as to what the alleged problem is/was. It might not =
even be
a real problem, just his perception.</span></font></b></strong><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'><o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><strong><b><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'>Don't you just hate those people, with a little bit of =
knowledge,
just enough to make them dangerous.</span></font></b></strong><font =
size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black'><o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>John M.
Ross<br>
Windsor, Nova Scotia, Canada<br>
<a href="mailto:jrpiano@win.eastlink.ca" =
title="mailto:jrpiano@win.eastlink.ca">jrpiano@win.eastlink.ca</a><o:p>=
</o:p></span></font></p>

</div>

<blockquote style='border:none;border-left:solid black =
1.5pt;padding:0in 0in 0in 4.0pt;
margin-left:3.75pt;margin-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'=
>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>-----
Original Message ----- <o:p></o:p></span></font></p>

</div>

<div style='font-color:black'>

<p class=MsoNormal =
style='margin-left:.5in;background:#E4E4E4'><b><font size=2
color=black face=Arial><span =
style='font-size:10.0pt;font-family:Arial;
color:black;font-weight:bold'>From:</span></font></b><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'> <a
href="mailto:pdtek@mchsi.com" title="mailto:pdtek@mchsi.com">Dave =
Bunch</a> <o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><b><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black;
font-weight:bold'>To:</span></font></b><font size=2 color=black =
face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:black'> <a
href="mailto:pianotech@ptg.org" =
title="mailto:pianotech@ptg.org">pianotech@ptg.org</a>
<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><b><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black;
font-weight:bold'>Sent:</span></font></b><font size=2 color=black =
face=Arial><span
style='font-size:10.0pt;font-family:Arial;color:black'> Monday, =
October 24,
2005 6:16 PM<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><b><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black;
font-weight:bold'>Subject:</span></font></b><font size=2 color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'> No
show<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'><o:p>&nbsp;</o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Hello- =
<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Well,
I've seen some venting about difficult customers lately so I will submit =
a
story here just to double check my policies. I do want to be =
fair.<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>I tuned
a Kimball console last week that had been neglected a few years. A bit =
flat,
but not much. I finished up, collected the fee and left. The next day =
she calls
me saying that her brother came by and didn't like the sound of it. He
apparently used to tune a bit, and told her that she should get me back =
out
again. Fortunately over twenty years, these calls are rare, so I said I =
would
come back and there would be no charge, even if it needed =
retuning.<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>I
schedule a time, drive forty miles round trip, and she stands me up. I =
waited a
half hour and left. I could have tuned another piano during that time. =
When I
get home later there is a message on the phone apologizing for missing =
the
appointment. I called her and she said a couple of her day care kids =
were lost
in a corn maze for an hour and a half, when at this point a kid chimes =
up in
the background &quot;We weren't lost!&quot; The story sounded fishy but =
either
way, I took a loss on it. I told her at that point I was still willing =
to check
out her piano and work on it if needed at no charge, but that I can only =
make
one free trip out there. If she wanted to make another appointment, =
there would
be a minimum service charge. She went ballistic and said that was a lot =
of
money when the job wasn't done right the first =
time!<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Am I
being unreasonable? Lets even assume that whatever is wrong with the =
piano is
my fault. How many times should I block out a time and absorb the =
mileage to go
there for free?<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>OK, I'm
done now.<o:p></o:p></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>Dave
Bunch<o:p></o:p></span></font></p>

</div>

</blockquote>

</blockquote>

</blockquote>

</div>

<div>

<p class=MsoNormal style='margin-left:.5in'><font size=2 =
color=black
face=Arial><span =
style='font-size:10.0pt;font-family:Arial;color:black'>&nbsp;<o:p></o:p=
></span></font></p>

</div>

</div>

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