Business: getting and keeping customers

[piannaman at aol.com]

HI Julia,
 
I try to treat customers as I'd want to be treated.  No push and shove; a gentle reminder is sufficient
 
Clients with stable pianos, I put on a yearly calling schedule, and tell them if they need me sooner, feel free to call.  
 
I tell most of my clients that they'll get a reminder card at 6 months, and that if they're in a hurry to get their pianos tuned, they should call me when they get the card, because I tend to get way behind in phone calls (implanting the "he's so busy, he must be good!" image).  I call once--Sundays ARE the best--and if I get a no, I tell them I'll call again in 6 months.  
 
Postcards either get caught in stacks of junk mail or get magneted to the fridge.  
 
I wouldn't suggest dire consequences if clients don't get their pianos tuned.  The saying "there are no piano emergencies" works both ways.  
 
Dave Stahl

Dave Stahl Piano Service
650-224-3560
dstahlpiano at sbcglobal.net
http://dstahlpiano.net/




 
 
-----Original Message-----
From: KeyKat88 at aol.com
To: pianotech at ptg.org
Sent: Sat, 7 Oct 2006 6:04 AM
Subject: Business: getting and keeping customers


Greetings, 
 
        Is it advantageous to be agressive with customers, ie; sending reminder cards twice or calling if they dont call for a tuning within a month after you'e sent them one reminder? Or...is it a turn off. I tend to think it is a turn off.
 
        Before I was a tuner, when I needed my piano tuned, I simply called my tuner. IMHO, it is something you just neeeed as a piano player!  My tuners throughout the years never sent me a reminder card.  I do send them to my customers. I usually ask if they want a reminder.  Thoughts?
 
Julia 
Reading, PA
 
 
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