unhappy customer

[Lance Lafargue]

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I give the regular tuning price first and describe what is included.  Then,
I explain that the piano may need a pitchraise, describing it as needing to
be tuned 2 or even 3 times in worst cases.  The customer usually thinks that
this will then double or triple the regular tuning fee and is momentarily
shocked.  I let 'em hang for a second, then explain that if pitchraised, it
doesn't double or triple the fee and they are relieved and happlily agree
with the possible pitchraise fee.  Psych 101.

I almost never do anything extra for a fee not approved first by the
customer.  I often times stick a needle in all string cuts to temporarily
improve the tone (5 minutes) and never mention it or charge for it.  The
customer just thinks you're a great tuner.  If tuning (to them) is "make the
piano sound better", why not lightly voice when you have the time and think
it will be significant?
Lance Lafargue, RPT
Mandeville, LA
New Orleans Chapter
lafargue@iamerica.net


  -----Original Message-----
  From: owner-pianotech@ptg.org [mailto:owner-pianotech@ptg.org]On Behalf Of
David Ilvedson
  Sent: Thursday, June 08, 2000 10:01 AM
  To: pianotech@ptg.org
  Subject: RE: unhappy customer


  Bad boy...although if you hadn't done the voicing you would have been done
tuning and no one home and no one to pay the bill?  I don't let customers
leave without a check on the oft chance they don't get back before I'm done.

  You also need to let potential customers know about pitch raise
possibilities and the fee for such additional work when talking on the
phone.  I know it can make your fees seem high but a brief explanation
usually makes sense to them and no surprises at the job.

  David I.

   -----Original Message-----
  From: owner-pianotech@ptg.org [mailto:owner-pianotech@ptg.org]On Behalf Of
Doug Garman
  Sent: Thursday, June 08, 2000 7:34 AM
  To: pianotech@ptg.org
  Subject: unhappy customer


  Yesterday, I tuned a 1958 blonde Kimball spinet.  I had told the lady my
tuning fee over the phone.  When I arrived and found the piano to be a half
step low I explained the need for a pitch raise and my fee for such.  She
called her husband and got approval to do the work.

  I'm not the fastest tuner in the world.  After spending much more time
than I usually need to I was exhausted but very pleased with the results
(especially considering the piano I had to work with).  At that point I
would have written the invoice, collected my fee, and left.

  However, the tone was still that thin, shallow, metallic, pinging, tinging
(my word) sound we're all familiar with in pianos of this sort.  I decided
to spend some time voicing.  The lady had left the house for a while, so I
did not "get her approval".  After voicig the tone was much more tollerable
though still far from ideal.

  When she got back I presented her with the bill which included an
additional 0.4 hour of time for the voicing.  I could tell she was
concerned.  I explained what that "voicing" was.  She played the piano and
liked it (I didn't), but later that evening her husband called complaining
about the extra charge for something he did not understand or approve.  I
offered to refund the extra fee, telling him I'd rather he be happy.  He
said he'd "leave it up to his wife" and that she would call today.

  Was I a bad boy to charge her for doing a little voicing without getting
her approval?  I admit I was frustrated that I was not going to get paid for
all the time I had already spent, but its not like I charged her for
something I did not do.  I think they got a bargin, though it is obvious
they do not understand that.

  Doug Garman,  Associate
  Granbury, TX


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