Just an idea...

[Michael Gamble]

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Hello Sarah (and List)
I agree with your ultimate para. This is the way I work. One thing I do =
not understand though.... Where in the world is this hyper -beaurocratic =
suggestion getting us? Will we get more work this way? Is this a =
real-time useful project for real-time useful piano tech/tuners?  Or... =
is this just another way of spending time? Will it get me more =
bread-and-butter? More street cred? etc.etc.etc. (quote The King and I) =
:-)
I have just got home from a day of tuning/repair/adjust 14 school =
pianos. Back tomorrow for the rest. That's what I like ... the =
carte-blanc to simply get on with the job to the best of my ability =
secure in the knowledge the pupils will get a good start next term.
Regards from a windy, sunny Sussex Village
Michael G.(UK)
  ----- Original Message -----=20
  From: Sarah Fox=20
  To: Pianotech=20
  Sent: Thursday, April 07, 2005 4:40 PM
  Subject: Re: Just an idea...


  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

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