FREE FALL

[David ilvedson]

> Date:          Wed, 12 Feb 1997 12:19:38 -0500 (EST)
> From:          EugeniaCar@aol.com
> Subject:       Re: FREE FALL
> To:            pianotech@byu.edu
> Reply-to:      pianotech@byu.edu

Gina & List,

I also use this approach, except I need to change last "tuned" to
last "serviced".  Another important aspect of this approach is
the "dialoque" immediately established with a potential
customer.  Often their first question is how much?  My fees are
in the top range in our area so I want them to know why.  I
don't just tune I vacuum, check the pedals etc.  I "service"
their entire piano...

ilvey
Pacifica, CA


>
> 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
>
>