Full Service Appointments

[David Love]

I guess it depends on what you consider basic.  I think Barbara, Carol, Del
and I are suggesting that some things beyond just tuning are basic.  My
approach has been to never underestimate what the customer is able to
perceive.  While there may be a few who cannot tell the difference, there
are many more who can but don't realize that a better sounding piano was a
possibility.  I think you'd be surprised at how often a little bit of
voicing will elicit the "Gee, I never knew my piano could sound like that"
response.  It's that kind of response that often leads to a dialogue about
additional work or, as Del mentioned, complete rebuilding.  

David Love
davidlovepianos@earthlink.net


> [Original Message]
> From: Clyde Hollinger <cedel@supernet.com>
> To: Pianotech <pianotech@ptg.org>
> Date: 11/7/2003 4:11:29 AM
> Subject: Re: Full Service Appointments
>
> Friends,
>
> Let me chime in here with another viewpoint.  We need full service
technicians
> for those who can recognize and want that level of service for their
pianos,
> but we also need those who do good work but are willing to keep their
services
> pretty basic.
>
> I have customers who would never want to pay for full service because
when the
> technician is finished they can't tell the difference anyway.  I heard
such a
> comment several days ago.  People hate paying for something that has no
benefit
> they can recognize.
>
> When customers seem to be asking me for services I am not skilled enough
to
> provide (which rarely happens), I am very comfortable referring them to
someone
> who is more qualified than I.  That basic honesty seems to go a long way.
I
> came into this profession rather late and did not have the benefit of
formal
> schooling or working in a piano shop, so I will never be qualified at the
same
> level some of you are.
>
> But I have been successful, too, judging by the referrals I get, many
more than
> I could ever handle, even though I suspect my charges are above the
average.
> And my income is above average also, while tuning only four days per week.
> Yes, I service a lot of mediocre pianos and some rotten ones, but someone
has
> to do good work on them, too.
>
> I have tremendous respect for piano rebuilders, whom I think must know
> everything about everything.  But then again maybe they don't.  Some of
us in
> the field become pros at things they never have to deal with and may not
be as
> good at as we are.  So I maintain that there's room and need for all of
us,
> understanding of course that no one should be ripping off their customers
by
> charging for doing crappy work.
>
> Regards,
> Clyde Hollinger, RPT
>
> Delwin D Fandrich wrote:
>
> > ----- Original Message -----
> > From: "Barbara Richmond" <piano57@flash.net>
> >
> > > David,
> > >
> > > Well, I must admit, I get rather passionate about the topic.  It was
my
> > path
> > > to success.  You *could* say it was what separated me from the rest of
> > the
> > > boys.  ;-)   I certainly didn't lose any money on the deal--just
gained a
> > > good reputation and lots of loyal, regular customers.  Don't get me
> > wrong, I
> > > charged for extras--it just depends on your definition of "extra."
> > >
> > > Barbara Richmond, RPT
> > > Somewhere near Peoria, IL
> >
> > My practice (until I quit doing in-home servicing) was to charge a base
fee
> > for two hours. Then I did whatever I could do in those two hours. It
worked
> > quite well. And I agree about picking up numerous not-quite-happy
clients
> > from folks who were really quite good tuners. I also picked up quite a
bit
> > of rebuilding work from customers who had been asking their former
tuners
> > about various tonal and performance questions for years. They knew
> > something was wrong even if their tuners did not.
> >
> > Del
>
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