<!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 6.00.2900.2722" name=GENERATOR>
<STYLE></STYLE>
</HEAD>
<BODY bgColor=#ffffff>
<DIV><FONT face=Arial size=2> Dear =
Kent:</FONT></DIV>
<DIV><FONT face=Arial size=2> 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.</FONT></DIV>
<DIV><FONT face=Arial size=2> 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.</FONT></DIV>
<DIV><FONT face=Arial size=2> 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. </FONT></DIV>
<DIV><FONT face=Arial size=2> 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. </FONT></DIV>
<DIV> </DIV>
<DIV><FONT face=Arial size=2> 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</FONT> <FONT =
face=Arial
size=2>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."</FONT></DIV>
<DIV><FONT face=Arial size=2> Mike
Kurta </FONT></DIV></BODY></HTML=
>