In a message dated 5/6/00 11:31:16 PM Eastern Daylight Time, staytuned@idirect.com writes: << te results from this is about ten per cent. I've have less success with phoning, probably because a snap decision on their part is usually a negative one. Any contributions to this "survey"? >> I phone all my customers-never ever send a card. My return rate is that about 80-90% book a tuning at that time. The entire call takes about 2 minutes. I start by stating" Hi It's Bob again with your yearly reminder. " The response is usually "oh, has it been a year (or whatever) already?" I immediately get to the "close" saying "I'll be in your area on ( ) and on ( )> Which would be better for you." I also book all pianos at a specific time -give or take 20 minutes. If I am going to be longer than 20 minutes late (or early), I will call them from my cell phone. I love being exactly on time and so do the customers. Sometimes I get a comment like " you know Bob, I can set my watch by your promptness". It's the little things that make an impression and is one of the reasons for my rate of 80-90% rate of appointments. On rare occasions, I book next years tuning at the time of the present tuning. If I do, it still requires a phone call reminder anyway, so I don't find it really saves me much time. Incidentally, if a customer puts me off more than 2 times, I no longer call them. I tell them to call me if they wish an appointment. They usually do call back, but it's usually 2 or 3 years later. A pitch-raise is usually the result, but not always. Been working for me for over 30 years- and still ticking. Bob Bergantino, RPT Willoughby Hills, Ohio
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