moment of truth was Re: bathroom

[David Love]

Are we so afraid of losing a customer that we can't go to the bathroom?
Something's wrong here.  

 

 

David Love
davidlovepianos at comcast.net
www.davidlovepianos.com 

-----Original Message-----
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf
Of itunepiano at aol.com
Sent: Friday, December 07, 2007 5:35 PM
To: pianotech at ptg.org
Subject: Re: moment of truth was Re: bathroom

 

Wim is 100% right on with the post below.  It costs a Tech money to get a
new customer.   Personally, I'd rather not do anything to give the customer
a reason not to call me back. I'd like that decision to be mine, not the
customer's.   I've figured out what it costs me to get a new customer - and
it isn't  cheap.  Why take the chance of losing a customer and having to
incur the expense of replacing that customer?  It doesn't make sense. 

 

 

-----Original Message-----
From: Willem Blees <wimblees at aol.com>
To: ilvey at sbcglobal.net; pianotech at ptg.org
Sent: Fri, 7 Dec 2007 6:04 pm
Subject: moment of truth was Re: bathroom

There comes a time during our visit in a customer's home when there is, what
is called, a "Moment of Truth". This is the moment the customer decides
whether or not to have you back to tune her piano again. Exactly what or
when that moment is will be different with every customer, and every time we
visit that customer.  

That moment of truth might not have anything to do with how well we tuned
the piano. It might be asking to use the bathroom. But it could also be the
way we look, or say good morning, or how we react to the piano, or the cat,
or any number of things we do and say while we are in the customer's home. 

All we can do is be on our best behavior and present ourselves as
professionally as possible. Then, maybe, if we did everything right, the
customer might ask us to come back again.  

Willem (Wim) Blees, RPT
Piano Tuner/Technician
Honolulu, HI
Author of 
The Business of Piano Tuning
available from Potter Press
www.pianotuning.com

 

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