New Customer Fee

[Clyde Hollinger]

Larry,

The thought crossed my mind already, but I decided not to charge a new customer fee.  I
just assume that the first call is likely to take a few minutes longer.  Clients will
balk at being charged extra just because it's your first time there, but they can
easily understand paying more for additional needed services you provide.

You could call the client to the piano and say something like this:  "Mrs. S, I looked
over your piano, and there are several additional things I noticed that need attention
(point them out).  This really should be done, and it wouldn't take long to do, so I
can do it right now.  It would probably cost about ($10 or whatever).  Is it okay if I
go ahead?"

If the piano hasn't been serviced for a number of years, the owner shouldn't be
surprised and is nearly always willing to pay, and you won't feel cheated.  I usually
work in this somewhere:  "There may be more; I learn about your piano as I tune it.
But if there is, we can discuss that afterward."

Remembering the Golden Rule (do unto others as you would have them do unto you), and
looking at things from the clients' point of view, will go a long way toward building a
satisfied clientele who will recommend your services to their friends.  Of course we
need to be competent as well.  It is hard to be humble saying this, but I am now taking
new client orders four months in advance.

Regards,
Clyde Hollinger

Larry Gardner wrote:

> Dear list,
>
> Lately I've been considering charging a "New Customer Fee" since I find that
> servicing a new customer is typically extra work due to pitch raises as well as
> extra work cleaning the piano.  I typically clean the soundboard on grands and
> vacuum up the dust on the inside of a vertical each time I do a service.   It seems
> like these are the customers that haven't tuned their piano in 10 years (or who
> knows!) and have the 40 to 100 cent pitch raises.  Also, these are the customers
> with a few  little problems that only take a minute to fix, so I end up not
> charging.  Does anybody else charge a "1st time customer fee" ?
>
> Thanks