Perhaps it would help to give the dealers a script in writing what exactly he is expected to to. Prepping is a great word. Does it mean that Joe Sixpack does not notice small failures or does it mean that the piano meets the standard of the manufacturer? Some brands need more prepping than others. So, why not to hand out a script, just like a pre-flight check list in aviation? Gregor ------------------------------------------ piano technician - tuner - dealer Münster, Germany www.weldert.de From: tunerboy3 at comcast.net To: pianotech at ptg.org Date: Thu, 26 Nov 2009 20:12:47 -0500 Subject: Re: [pianotech] To Don, Mark, and Roger. Was Jeannie, etc. "This is where I think you, and the marketing department, can do a much better job educating your dealers. From the posts you have written, it appears you are taking the attitude that the stores are doing what they can to service the pianos, and that my suggestion that dealers be required to hire trained technicians to properly prep pianos, is not realistic. I’m sorry, but as has been shown here on the list, most technicians are of the opinion that stores, for the most part, do not seem to care about service before the sale. Perhaps when stores are required to hire trained technicians to properly prep pianos before they leave the store, we would not be having this discussion." I would like to add my input on dealer prep as well. When I worked for a dealer 30 years ago, his pianos were not allowed out of the store unless every single one of them regardless of quality, were prepped according to the dealer's specs and to his liking. He had very high standards. This particular dealer happened to be an RPT and was a stickler for quality. He sold a LOT of pianos I think, due to the fact not only of his reputation after the sale but for his reputation before the sale as well. If it wasn't right, it didn't go out, period. I cannot begin to count the amount of times people came in remarking about how much better his pianos sounded (they were always in tune) and played than the competition in and out of our city, than any other they had heard and then bought his, because of this. Of course, consequently, we had very little problems after the sale but, as I said, if and when we did, he fixed them immediately with no questions asked. Customer service and customer happiness was his ultimate goal for more future recommedations from these same clients and therefore, more future sales. It was, a win, win situation for all. Happy customers and lots of referrals. I believe dealers would sell more pianos today if all pianos regardless of quality, were properly prepped and tuned. I know we as the techs in the field would most certainly have a lot less problems, dealers would have a lot less complaints from us as would the manufacturer's. It seems to me, this would be a money saver for all parties involved long term. Recently, I looked at a very nice, good quality, used piano at a dealer. I was hired by the individual that was looking to buy the piano. This particular piano was prepped, tuned and voiced but, unfortunately, it was not prepped and voiced as good as it could have been. Cutting corners and saving money seems to be the ultimate goal in many instances today. I was called in by a professional pianist that noticed the difference in the touch and sound on this piano. The very first questions she asked me was, what the problem was, could it be corrected and especially, WHY was it NOT corrected prior to her 2nd and 3rd visits there when she had already mentioned it to the dealer after the first visit? Instead, it appears, the dealer chose to tell her that it had been corrected after the 2nd time when in fact, nothing had apparently been changed. Trying to fool a client is not advisable. As always, I gave my honest opinion that the piano could be improved with 3 or 4 more hours of mating and voicing and touch up regulation and should be improved on the spot before, rather than after the sale adding that the piano would be a fine instrument afterward. However, I think they lost the sale. She didn't trust the dealer totally after that. It is one thing to tell someone that it can be improved and will be. It is quite another, do actually do so. These days, I encounter more improperly unprepped pianos than ever before. I complete the prep in the field and either collect from the manufacturer, or from the dealer. Either way, it would be nice to see better prepped pianos coming out. It seems to me that over all, it would save both the dealer and manufacture not only face but, money long term by having properly prepped pianos. Jer Groot RPT From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of wimblees at aol.com Sent: Thursday, November 26, 2009 5:26 PM To: Pianotech at PTG.org; caut at ptg.org Subject: [pianotech] To Don, Mark, and Roger. Was Jeannie, etc. I’m sending this to both Pianotech and CAUT, because there have been discussion about dealer service on both. Don, Mark, & Roger This post is directed not only at you, but also all the factory representatives that teach at PTG sponsored seminars and technical institutes. But since you three have been monitoring this list, and since you were involved in the recent discussion between “us” and “you”, I want to address this to you three. Let me start by saying thank you, for al the time and effort you give teaching at the seminars. From what I understand, although your expenses are basically paid, the time you spend on the road, away from your family, is all part of the job description, and you are expected to teach at these seminars over and above your “day” job. So, again, thank you for all your dedication to this industry. It is much appreciated. >From what has been posted over the past several weeks, the basic problem seems to be getting dealers to properly prepare your pianos before they leave the store. There seems to be a dichotomy here. The manufactures spend a considerable amount of money sending you to seminars and conventions to teach us how to properly take care of your pianos. Yet your company does little to educate the dealers on the importance of hiring and properly compensating trained technician to prepare your pianos before the leave the store. Although there are exceptions, dealers, for the most part, hire untrained, inexperienced piano tuners to just barely tune the pianos on the floor, and are reluctant to allow repairs, much less regulations, to be done to a piano unless it’s absolutely necessary. As a long as a customer doesn't complain, pianos are sent out “as is”, and the dealer crosses his finger that the customer will not notice. Then when the customer asked one of us tune the piano, and discovers the problems, we have to jump through hoops to get the dealer to pay for the work. What I’ve been arguing, yet you think I don’t seem to understand, is that as long as there is no directive from the manufacturer, stores will not change the way they operate. We want to work with you, and we want what is best for our customer. But the relationship between us and the dealers are sometimes strained, because we want to do things to the piano to make it play and sound right, that the dealers don’t want to pay for. The only time they are willing to pay, is when they can get reimbursed by the manufacturer. But the manufactures want documentation from us on what’s going to be done, prior to it being done, and we must get permission from the dealers to do the work. I can understand the need for this procedure, but if pianos were properly prepped in the store before they left there, there would be very little need for us to do warrantee work in the field in the first place. You want to train us, and we want work on your pianos. Yet the middle man, the dealer, doesn't seem to know, or care, about that relationship. Unless, and until, the manufactures start insisting that pianos should be prepped by properly compensated, factory authorized and trained technicians, before they leave the store, dealers will not do their part to make sure the pianos are ready for the customer to accept. This is where I think you, and the marketing department, can do a much better job educating your dealers. From the posts you have written, it appears you are taking the attitude that the stores are doing what they can to service the pianos, and that my suggestion that dealers be required to hire trained technicians to properly prep pianos, is not realistic. I’m sorry, but as has been shown here on the list, most technicians are of the opinion that stores, for the most part, do not seem to care about service before the sale. Perhaps when stores are required to hire trained technicians to properly prep pianos before they leave the store, we would not be having this discussion. Willem (Wim) Blees, RPT Piano Tuner/Technician 94-505 Kealakaa Str. Mililani, Oahu, HI 96789 808-349-2943 www.Bleespiano.com Author of: The Business of Piano Tuning available from Potter Press www.pianotuning.com avast! Antivirus: Outbound message clean. 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