Real-Life Decision Making -- Solution
You replace the wires at the expense of the store.
In order to please Mr. Harrison, you recommend that you will replace the
wires that are bothering him, at the store's expense. You think this
will be easier than asking the store to refund the customer's money.
"If I break down and agree with the customer, I have no guarantee that
the store manager will take the piano back," says Paul Brown, a registered
piano technician. "Also, it's quite possible that the customer may have
found another piano at a cheaper price, and is trying to find so many defects
that the store will have to take the piano back."
You talk to the store manager about replacing the strings
for free. The store manager, sensing he has a troublesome customer on his
hands, asks you if you can guarantee that this will repair the problem.
"Since false beats are prevalent in all pianos, to some extent, I cannot
make that guarantee," says Brown. Plus, you yourself don't believe the
new wires will solve the problem.
The store manager refuses to pay for something that can't be guaranteed.
Mr. Harrison is furious at the store for not replacing the wires, and he's
taking it out on the store manager. The store manager, in turn, is angry with
you for suggesting it and putting him in such an awkward situation.
He knows there's nothing wrong with the piano. He resents your siding
with this customer, since it's already cost him six service calls. And
now you want him to pay for new wires that won't ensure the problem will
go away.
You've lost the trust of the store manager, which will affect your
business with them in the future.