Repeat Customers

[Dave Sanderson]

Sy
I wholeheartedly agree with your evaluation of this
customer's needs and her piano's needs.  We techs
need to take a step back sometimes and look at things
from the customer's perspective on this issue.  Does
the rest of her house look dirty like the piano?  If not you
are probably going to be able to provide her with a
professional service which she cannot (and should not)
get anywhere else.  Cleaning personnel are usually told
to stay away from the piano. Good post!  Thanks for
bringing up an important area where we could stand
learn a lot more about making our customers happy.
And, as you've stated, one thing generally leads to another,
doesn't it?
David Sanderson
Littleton, MA
pianobiz@juno.com
On Fri, 16 May 1997 23:04:37 -0600 Sy Zabrocki <only4zab@imt.net> writes:
>To List from Sy Zabrocki
>
>I have tuned this piano 34 times since they bought it
new in 1965 for $3000. You'd think this piano would be
showing it's age by now. Not so. I've have kept this piano
completely clean all these years. Dirt and humidity
eventually cause the area around the tuning pins to look
dirty even after dusting. Once they are allowed to get dirty
it is almost impossible to make them look new again. On
this piano the tuning pin area, agraffe area, hitch pins and
bridge pins still look new. Also the soundboard.
>
>Here's where you can gain a repeat customer. Suppose
your customer has a brand new grand. She is still not
aware that the piano will get dirty and that they are difficult
to clean. On the next visit, while she is present, clean the
soundboard and difficult areas. Then promise to keep it
clean if she will call you regularly.
Obviously many techs do not do this because we find so
many dirty pianos.One lady tells me she never knows if
the piano needs tuning of not but she calls me because
she knows I'll clean it.
Oh I love the repeat customers--the ones who call me
instead of me calling them.
>
>Sy Zabrocki--RPT