From the Pen of Michael Sweeney
A little while back, my wife Lisa and I were shopping, for of all things, a dishwasher. We spoke with several salespeople and found their general approach was to tell us whatever they thought we wanted to hear - as long as we just buy their product right away. But, the problem we faced was that we didn't know which unit to buy and we really needed some expertise and advice. Since we couldn't find this in a store, we thought we would be smart-savvy consumers and explore our options on line. Then it really got crazy. From Web site to Web site, we found all sorts of confusing claims, conflicting reviews and ambiguous star ratings that just seemed to further cloud our understanding of what dishwasher was best suited to our particular needs. We were beginning to think that the personal help and direction we were seeking was simply not available.
So, not having a lot of time to spend on this project, we ended up buying a dishwasher that from the outside looked good and it had a brand name we recognized. After using it a few times we discovered it was a really bad choice. Our old dishwasher, although pretty beat up, cleaned better and even faster. We also found the reviews on the internet were not accurate and we ended up making a pathetic decision. In my attempt to return our new purchase we were told - "Sorry! Once it's out of the box and installed, nothing can be done."
We've run into this scenario many times with other purchases. And it's at those times that make me wish we were able to visit a business similar to our own. Over the years, I've received a priceless education by just being a retail customer. It has taught me how to best approach and help our own customers. I'm sure that folks eager to make informed decisions about restoring, refinishing, rebuilding or buying a baby grand or grand piano experience these frustrations which have become so commonplace in today's retail enviornment. Even lately, I've observed some owners of private family run establishments attempting to hide from the customer and appearing somewhat disconnected.
Here at Sweeney Piano, I'm beginning to think that we are like the American Buffalo -- a dying breed of caring knowledgeable experts in our field, excepting nothing less than your total long term happiness. When it comes to restoring, refinishing, rebuilding or buying a grand or baby grand piano, I understand the need to approach the situation from the customer's point of view. That is, I understand how important it is, as the piano craftsman, to be accessible to clients with a limited understanding of piano technology, and to be willing to offer my candid advice and to share may decades of experience and knowledge. Certainly, the key to my success as a technician is your satisfaction, and to this end I make a pledge: I will treat you as I would expect to be treated. From the beginning, I will address your questions directly and honestly with the intent to help you make the best decisions concerning your piano. I will access your piano's particular needs and will explain in detail the options before you. I will give you my cell and home phone numbers so you can contact me with questions and comments about the progress of your piano. And perhaps most importantly, I quarantee my work. I guarantee your satisfaction. If for any reason, the results are not as you anticipated, I will make things right. I promise!