Carol - i think maybe he's talking less about the actual "free tunings" and more about cutting people breaks, doing free services, giving away work, etc. i don't think any of us would DO the "free tunings" if it wasn't at least a partial guarantee for return customers. at least, that's my take. but then, i already do these things you're suggesting, and have found that more than anything communicating with the client and explaining things to them means worlds more than just a fine tuning. a lot of people don't even know what a fine tuning sounds like, but everyone likes to feel important. -ilex }-----Original Message----- }From: pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org]On }Behalf Of Carol Beigel }Sent: Tuesday, September 21, 2004 12:13 AM }To: pianotech@ptg.org }Subject: free tunings } } }To David especially, I have a few suggestions to make }concerning getting customers to call YOU when the free }tunings are completed from the dealer. } }First of all, that free in-home tuning after someone }has purchased a piano is not really just an appointment }to tune a piano - it is a fantastic business }opportunity for you to get a client! I doubt most }people will notice or appreciate your technical skills, }but what they WILL remember is whether or not you }seemed interested in them and their piano. } }Did you dress nicely? Did you smile and comment how }nice the piano looked in their home? Did you ask them }how they liked the piano or if there were any problems? }Did you ask their kid to play a song for you after you }were finished? Did you leave any literature about how }to take care of the piano? And most important, did you }not agree to send a post card reminding them when their }next tuning should be done, say in 6 months!!! Those }should have been your parting words. } }If you consider that being a successful business man }piano tuner is 90% customer care and 10% technical }stuff, then you might have better odds of keeping the }customer. I will say that the "show" is far more }important than any unseen work you might have done. If }any extra work is needed, bring them into the room and }SHOW them what you are doing! It makes for great }entertainment as most people have never even seen the }inside of a piano, and are totally fascinated the thing }even comes apart in the first place! } }I think people are totally wowed by electronic tuning }devices. The combination of those little red lights, or }rotating circles, combined with your wearing a tie, }watching a kid play a song, and driving a clean car are }no match for an unknown tuner unless their prices so }undercut you, that they probably give poor service and }will call you back anyway when they get disappointed }with the sound and playability of their piano. } }When I was a kid, I was the one who stayed home to let }the piano tuner in the house. If I didn't like the }guy, I would tell my Dad and he would find someone }else. Our tuner never joined the guild, but he wore a }beret and drove a red Porche! He even let me rumage }through his tool bag and gladly answered any question I }ever had. Of course I was happy with his service! My }Dad was happy because he thought the piano sounded good }and played crisply. The guy before him however, came }out and said something I perceived as uncomplementary }about the brand of our piano, so we never called him }back. } }Just remember, building your business is more "show" }than competence; keeping your busness is paying }attention to detail and being competent! } }Carol Beigel, RPT }26 years in the business } } }_______________________________________________ }pianotech list info: https://www.moypiano.com/resources/#archives
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