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<p class=MsoNormal><font size=3 color=blue face="Comic Sans =
MS"><span
style='font-size:12.0pt;font-family:"Comic Sans =
MS";color:blue'>Amen!<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 color=blue face="Comic Sans =
MS"><span
style='font-size:12.0pt;font-family:"Comic Sans MS";color:blue'>Ross =
White<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=3 color=blue face="Comic Sans =
MS"><span
style='font-size:12.0pt;font-family:"Comic Sans =
MS";color:blue'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span =
style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font =
size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org] <b><span
style='font-weight:bold'>On Behalf Of </span></b>Mike Kurta<br>
<b><span style='font-weight:bold'>Sent:</span></b> Saturday, September =
10, 2005
8:13 AM<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName =
w:st="on">Pianotech</st1:PersonName><br>
<b><span style='font-weight:bold'>Subject:</span></b> President's =
Message</span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span =
style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=2 face=Arial><span =
style='font-size:10.0pt;
font-family:Arial'> Dear =
Kent:</span></font><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><font size=2 face=Arial><span =
style='font-size:10.0pt;
font-family:Arial'> In reference to your article in =
the
latest PTG Journal, I have to take issue with your comments and
please allow me to suggest a better =
system.</span></font><o:p></o:p></p>
</div>
<div>
<p class=MsoNormal><font size=2 face=Arial><span =
style='font-size:10.0pt;
font-family:Arial'> 1. When a customer
complains, one should listen with a sympathetic =
ear, not an
argumentative, defensive one. A "dreaded =
callback"
is in reality information that requires serious attention, not =
excuses
or blaming. Like doctors who listen to patients who know =
their own
body, we need to listen to customer's concerns about their =
piano.</span></font><o:p></o:p></p>
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<div>
<p class=MsoNormal><font size=2 face=Arial><span =
style='font-size:10.0pt;
font-family:Arial'> 2. The first step should be =
an <u>immediate</u>
return to the job in question. A client expects the tuning to be =
right
and has paid you for that expectation, but how complaints are =
handled are
the real mark of a professional. A suggestion of "guaranteed
tuning" might be better replaced by a desire to achieve customer
satisfaction promptly. </span></font><o:p></o:p></p>
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<div>
<p class=MsoNormal><font size=2 face=Arial><span =
style='font-size:10.0pt;
font-family:Arial'> 3. The desire
that clients use one technician for all their instruments is =
a valid
one but can only be achieved by techs performance and trust =
<u>earned</u>, not
automatically expected after the first meeting. If one =
expects to
serve this client with "pianos all over the =
building," it
would make sense to try to please rather than pre-judge. =
</span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span =
style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Arial><span =
style='font-size:10.0pt;
font-family:Arial'> To assume the tuning was fine =
(which it
probably was) and that the fault lies with the
piano or the person complaining, might
be premature. To devote the conversation to =
boasting
about ones reputation and methods is a turnoff and =
counterproductive.
Allow the customer to find this out by your performance over =
time. He/she perceives
a problem</span></font> <font size=2 face=Arial><span =
style='font-size:
10.0pt;font-family:Arial'>and our job is to respond in a kindly,helpful =
way
putting other things aside until it is resolved. This would be my
"better system."</span></font><o:p></o:p></p>
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<div>
<p class=MsoNormal><font size=2 face=Arial><span =
style='font-size:10.0pt;
font-family:Arial'> Mike
Kurta </span></font><o:p></o:p><=
/p>
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