In a message dated 97-02-12 11:11:21 EST, A440A@AOL.COM writes: << > 2. When confronted with a piano requiring a pitch raise, and the > owner refuses to pay charges beyond a standard tuning fee, do you (a) > refuse to do the work, (b) tune the piano at current pitch (c) spend > the extra time and do the job right for the standard fee? >> Dear All, Ed gives some very good advice. A plan enables us to deal with situations many times before they arise. Almost always these situations arise with a new customer. My approach is to deal with it as the initial appointment is being set. I do my own appointment setting. For those of you who have the good fortune to have someone else do yours, this approach may not work for you. This method could work for the beginning as well as the experienced technician. The first question I ask is "How long has it been since the piano has been serviced." Please note I use the word "serviced" and not the word "tuned." (Thank you LaRoy!) This usually leads into a short, basic discussion of piano service--what is working and what is not working on the piano now, how and by whom the piano is used, etc. Only then do I discuss the tuning. This way I start the educational process with them immediately -- that a piano needs more than just tuning; a piano needs to be serviced. Having established the groundwork, I can then give my basic fee. But I caution them that the possibility exists that the piano may not be at pitch, and why, and what is necessary to raise or lower it to pitch. Most importantly I tell them up-front that if the piano is not at pitch, and that I won't know if it is or isn't until I get to the piano, that the probability exists that this first session will cost more. Very frankly, I tell the customer "I would rather tell you before we set up the appointment that this possibility exists so you will not be surprised with an additional cost when I get there." I can't remember a time when the customer was displeased with this approach. Most of the time they thank me for being straight forward with them. Taking this thread one stitch further, when I first begain in this business I didn't give any prices over the phone. Now, I don't hesitate. If a customer is price shopping, it pleases me to tell them what my fees are. I am sure they can always find someone cheaper.... Gina Carter
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