referall fees; last gasp

[Tom Servinsky]

Phil,
For the record, up until this past year, I too, did almost everything thing
myself. And the pride factor that went along with each restoration was
exhilarating. I too have been in the business about as long as you and can
relate with the trust and loyalty it takes to build a good name.  But over
the past several years I had to start making changes in my business
structure due to an ever increasing concert tuning schedule, plus a 300%
increase in complete restorations.  I had to become much more efficient with
my time and energy, thus realizing if was still going to  offer a quality
product something was going to have to change. I count myself one of the
lucky ones. I have superb rebuilder types in my area who are available for
subcontracting jobs and I find it a true pleasure to work them. They share
similar work ethics as I and their work is impeccable.  By incorporating
their services as a subcontractor affiliation, thus acting as a manager if
you will, while I still continue to do carry my share of the load, I vastly
increased the value of our business. More importantly I have been able to
keep up the demand for our work.  No, the extra revenue didn't go to new
fancy cars, but it did go to re-tooling the entire shop with top of the line
machinery. Put a price tag on that benefit!
   I still put my neck on the line with the customer, as I am still the
primary tech. I'm still the person who schedules all the tuning, does the
tuning, and follows up when there are problems. The bottom line is our
quality control has risen dramatically and my close circle of craftsman are
staying more busy.  We work as subcontractors for each other.  We don't work
on percentages rather we have fixed prices we charge each other for various
procedures.  If I'm subcontracting a job out, I ask them what they need to
make on the job, lets say restringing, they tell me, I pay a deposit, and
when the jobs done I pay them the balance. And I don't string them along.
They do the work, they get paid, quickly!
They're happy, I'm happy, the customer is going to be happy, and I still
fail to see why that would violate a customer's trust. It's my product they
are buying. From my point of view it's similar to a factory operation...many
craftsmen involved in all aspects of the job, but still conforming to the
way, lets say, Steinway says the work is to be done. Engineers, r&d,managers
,supervisors, and workers all contribute to the final product.  It's up the
managers to see that procedures are done to that factory's specifications.
But it's still a Steinway,Baldwin, or whatever in the end.
As small businessmen we can introduce that same concept on a small scale and
allow ourselves to physically do the work and manage others at the same
time. Its just better use of our time and energy. But I fully understand
your point of view and respect where you are coming from. And it sounds like
you have a nice thing going for your area. If  your setup works for you,
great..keep it up.  Yet understand, there are other ways to keep your
product, your customer, and better yet, your health in balance. For me
outsourcing and taking advantage of the fine craftsmen I have available has
made too many improvements in my product and quite frankly would hate to go
back to my old ways.
Just out of curiosity...what happens if you get hurt, or sick, or out of
commission of a bit? Who's going to carry the ball? Try explaining that to
customer who's been waiting to get their piano back.
Just my opinion
Tom Servinsky,RPT
----- Original Message -----
From: "phil frankenberg" <rinkyd@pacbell.net>
To: <pianotech@ptg.org>
Sent: Wednesday, August 29, 2001 8:34 AM
Subject: referall fees; last gasp


> What I think I hear some saying is that it's OK to be a "middleman" and
make
> an extra "profit" (over and above service call charge etc.) from your
> customer. However, it's not OK to do the same thing to another tech. With
> other tech, you've got to be honest and aboveboard.
>
> Being a "middleman" is not unethical and certainly not illegal. The
problem,
> for me, arises when the customer doesn't know your 're a salesperson. He
> thinks you are a skilled craftsman, charging a fair price for work done.
If
> he finds out you were wearing two hats, he feels betrayed. Wouldn't you?
>
> I have been a piano tech for 28 years and in that time I've had many
> rewarding contacts. To many of my customers, I am almost part of their
> family. They trust me and even give me perhaps a bit of reverence because
> for them I help in no small way to bring beauty and harmony into their
home.
> This  gives me a really good feeling and I would never want to betray that
> trust.
>
> The bottom line for me is : If I  have to keep it secret from my customers
> exactly what they are being charged for and why, I won't do it. Hidden
> charges, to me, are like lying.
>
> Phil Frankenberg
> Chico Ca.
>