[pianotech] Keeping in touch with clients

[Gregor _]

I don´t call anymore. It´s just frustrating. Mostly I hear "my mom is not here" or "I have to ask my husband" or "we´ll call you". I just sent out my reminder cards every 12, 24, 36 and 48 month. When I get no answer after 48 month I delete the customer from the reminder list. The direct flyback is about 10 %, but many customers answer some month after getting the reminder card. The front side of the card is identical to my business card (just bigger) and often I see the card on the customers pinboard (and their neighbors and visitors see it as well).

Gregor

Date: Mon, 24 Nov 2008 15:29:13 -0800
From: toddpianoworks at att.net
To: pianotech at ptg.org
Subject: [pianotech] Keeping in touch with clients

My method has been, send the cards out one month before the six month interval, then, if I don't hear from them, I call them the week their tuning is due.  I have been getting several "If we need you, we'll call you".  I have quite a few Asian clients, and a lot of the "don't call me, we'll call you's" come from the dad, who hasn't even met me from before.  I called one of them just last week asking for his e-mail address for my records, and he snapped back "What for?  Why you need my e-mail?  We have problems with e-mail.  It's not safe."
 
Anyway, does anyone else use that system to keep in contact with their clients and to keep your name on their minds?  I do have some clients that make it very clear they only want an annual tuning.  I just make a note in their file for that.  But I feel, if I want to have a full time business, I will need to be just a little aggressive with this procedure, i.e. send postcards, then call.  If they decline and I don't hear from them, then send out another postcard five months down the road with a follow up phone call.
 
Persistance is a key here.  I also have a slight fear of rejection, but I am realizing that this business will be a good way to help me overcome it.
 
Thoughts anyone?


TODD PIANO WORKS 
Matthew Todd, Piano Technician 
(979) 248-9578
http://www.toddpianoworks.com
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