moment of truth was Re: bathroom

[Alan Barnard]

Didn't we have a thread a couple of weeks ago about peeing on the pedals? 

BTW ... If someone told me they didn't want me to use their bathroom, I don't think I'd ever be back and I'd let them know why. How is that different from hanging a "Whites Only" sign on the drinking fountain or "Piano Tuners Need Not Apply" under a "Help Wanted" sign. Class-based bigotry is just as ugly as religion, race, or any other kind.

Suggested dialog: "If you're so rootin' tootin' snooty that I can't peepee in your perfect potty, then your pretty, pearly parlor piano can just sound crappy, 'cause I'm a slap-happy daddy and don't need the likes of you, so boo." Then I'd wee, wee, wee all the way home...

Or, perhaps not.

Alan Barnard
Salem, MO




Original message
From: "David Love" 
To: "Pianotech List" 
Received: 12/7/2007 7:57:45 PM
Subject: RE: moment of truth was Re: bathroom


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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