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Ty tuned my piano for years, he was great. Then he expanded and hired a very unpleasant woman and some young newcomers. After having to endure her abrasive personality, I allowed one of the kids to come. He did a mediocre job, nothing like Ty is capable of. We've all seen this happen to doctor offices, restaurants, etc... One person who really cares about customer service builds up a business with a deserved reputation, and they become busy and then expand. Before long, the quality plummets.