[ Ref. Bob Taylor in 130315 MMDigest ]

I can certainly understand your thoughts and frustrations with the
warped board for the pneumatic mounting and pallet platform.  But,
in my opinion this really isn't something that you can charge time
for to the customer.

Granted, this is something that you did not know would be an issue,
was an issue 80 years ago, and you had no way of knowing in advanced
(although next time this is something that you look for), so although
I can see the logic of charging the customer, from a customer relations
standpoint you really can't.

From the customer's viewpoint, this _is_ something you should have
known about and accounted for in your estimate.  After all, you are
the expert experienced builder that the customer has the confidence
in, and take their player to for restoration or repair.  Telling the
customer after the fact "Sorry but I've got some bad news" really
won't go over well and does not help your customer relations and word
of mouth.

This is like if you take your car in for an issue.  The estimate comes
back as $500.00.  You okay the estimate and the mechanic starts working
on the car.  Then a while later the mechanic calls you and says, "Well
I've got some bad news, that $500.00 repair is now going to cost you
$1200.00.  Sorry..."

This of course does happen and you will of course pay the $1200.00.
But will you be happy about it?  Will you go back to that mechanic?
Will you recommend the mechanic to your friends?  More than likely you
will be telling everyone you know how you got ripped off!

On the other hand, if the mechanic told you in advance that with this
particular repair there may be an additional issue that may cost more,
and that they would not know until they take the car apart, although
you would not be happy about having to pay more, you might blame
General Motors but you would not blame the mechanic.

My point is, sometimes in repair and restoration work (players,
restoring old cars, and anything else), sometimes there will be
unforeseen circumstances.  Sometimes you can get the customer to pay
for the time and materials for an unforeseen circumstance but most
times you just have to eat this additional cost to guarantee the
possibility of additional future work.  Most jobs you make money on,
but a for a variety of reasons, a few you don't.

It's not like people are banging down the doors these days to get
their player pianos restored.  The old adage applies here:  If you
upset one customer, that customer will tell ten of his friends.

Ray Finch
Albuquerque, New Mexico