Perceived Worth

[Clyde Hollinger]

Z:

The one thing my clients mention the most is that they can count on me
to call them when the next tuning is due.

I have often pondered the "best service" thingy.  Let's set up a very
likely scenario.  A family buys a big old dead piano and moves it into
their home.  Then they call me.  I go out and charge them a couple
hundred to put the thing in "reasonable playing condition;" that is, all
the keys do something, broken parts are repaired or replaced, and it is
reasonably in tune even if it's flat.  Have I done the right thing or
not?

I get the feeling that some technicians would simply say something like,
"Sorry to be the bearer of sad news, but the piano is dead.  Here's
Larry Fine's book.  Get a better one.  That will be $30 (or whatever)". 
Which way will the client be most satisfied, having just expended all
that energy to move that monster into the house?  I have yet to have
anyone express displeasure for my doing business this way.

Consider this:  Suppose I take a clunker car to the mechanic. 
Everything is wrong with it except that it runs.  I want a tuneup and a
muffler.  Will I be happy with the mechanic if he refuses to do anything
because the car is shot and those two things will cost more than the car
is worth?  Probably not.  By the way, I HAVE condemned some pianos, but
I could probably count them on one hand.  I have also tried recently
asking gently,  "Have you ever considered getting a better piano?"  Once
the answer was yes; usually they don't look very happy with me.

Just in case anyone is thinking I therefore get to tune only junkers,
not true.  I get my fair share of Baldwin, Kawai, Steinway and Yamaha
grands, and a couple times each year I am told I am the best in the
area.  I don't argue, even though I feel otherwise.

I have the gut feeling I just opened a plastic bottle of centipedes.  I
request your forgiveness in advance.  Thanks!  :-)

Clyde Hollinger, RPT
Lititz, PA

Z! Reinhardt wrote:
> 
> This brings up another interesting topic, that being Perceived Worth.  I'd
> be curious to read the stories about what constitutes "best possible
> service" as you perceive yourselves, and as what the customers perceive in
> you.  We've already heard about such "value-added extras" as removing shoes
> at the door, tightening bench bolts, etc.
> 
> Before I was any good as a technician, customers often hired me on the
> basis that I had befriended their pets.  Customers nowadays appreciate my
> troubleshooting abilities.  As a Disklavier technician, I try as I might to
> stay abreast of the latest developments, and that includes any problems,
> quirks, whatever, that are encountered in the field.