This is a multi-part message in MIME format. ---------------------- multipart/alternative attachment Hi all, Perhaps you could take a lesson from the scientific community. = Scientists are busy people. They like to keep abreast of what is going = on in research in their larger field, but they often don't want to know = the blow-by-blow details. On the other hand, they are intensely = interested in EVERY detail of research taking place within their = micro-specialty. Scientific papers are uniformly structured with an = abstract up front, a conclusions section at the end, and the meat of the = study inbetween. This format accommodates everyone who picks up the = paper. Scientists who have only a cursory interest in a study will read = the abstract or conclusions first. If that section piques their = interest, then they'll usually read the other section next. If the = study looks germain to their research interests, they'll then launch = into the paper with attention to detail. Informational pamphlets can be effectively structured the same way. = Have some easily identified summary section with bullet points, probalby = in large, bold print. Have each bullet point lead to an easily = identified paragraph/section pertaining to that point. In this way, the = customer can extract however much or little info he/she wants. When talking with a customer, perhaps y'all can simply ask the customer = how much detail they want. That is, "Do you want the long story or the = short story?" Perhaps the same approach can be taken to feel out the = direction you should take with the entire service call. After you've = made a broad, general assessment of the piano, perhaps you could ask, = "What are your objectives today? Do you want me just to do the minimum = work to tune the piano and then go, so that you can move on with your = other appointments? Do you want me to do the extra work to tune this = piano to concert pitch, so that it is in tune with other instruments? = Would you like to to discuss other ways I can improve the performance of = your piano? Would you like to discuss installation of a device that = would help preserve and maintain your piano?" If you were dealing with = *me*, I would be very appreciative that you offered me options and that = you didn't pressure me one way or the other -- that you just accepted my = answer, without protest, and did the work that I asked of you. But = that's just me, and I do admit that I'm not an ordinary person. <shrug> Peace, Sarah ---------------------- multipart/alternative attachment An HTML attachment was scrubbed... URL: https://www.moypiano.com/ptg/pianotech.php/attachments/67/c9/cc/fd/attachment.htm ---------------------- multipart/alternative attachment--
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