Originally Posted by Irvin
When he asked for syn gut what was in the racket? If it was not a syn gut you carried you should have tried to put in something similar to what he had unless he didn't like the strings. Sounds to me you didn't do anything to see what the customer really wanted unless you are leaving something out. To me you're both to blame and should both share the cost. I would offer 1/2 price on the service and full price for the strings.
Now when he asked for Xcel that's a different story? Did he mentioned a specific tension? Did you talk to him about what he likes? You don't want him back in 2-3 weeks unsatisfied again do you?
The customers racquet was prestrung with syn gut. This was the first time that I had strung his racquet so I didn't have any information on the previous string/tension. I do have the tag which reads "syn gut 58 lbs". I am racking my brain trying to remember what brand of syn gut was originally in the racquet, but I always try to string with the same brand syn gut that was previously in the racquet.
Typically I will not contact the customer prior to stringing unless they have questions, if I have questions, or if I do not have the string they requested.
I agree this situation could have been avoided if I had taken the order and talked to the customer prior to stringing. In this case the tennis desk staff took the order and the racquet was waiting to be strung when I got in later that day.