> Date: Wed, 12 Feb 1997 12:19:38 -0500 (EST) > From: EugeniaCar@aol.com > Subject: Re: FREE FALL > To: pianotech@byu.edu > Reply-to: pianotech@byu.edu Gina & List, I also use this approach, except I need to change last "tuned" to last "serviced". Another important aspect of this approach is the "dialoque" immediately established with a potential customer. Often their first question is how much? My fees are in the top range in our area so I want them to know why. I don't just tune I vacuum, check the pedals etc. I "service" their entire piano... ilvey Pacifica, CA > > Dear All, > Ed gives some very good advice. A plan enables us to deal with situations > many times before they arise. Almost always these situations arise with a new > customer. My approach is to deal with it as the initial appointment is being > set. I do my own appointment setting. For those of you who have the good > fortune to have someone else do yours, this approach may not work for you. > This method could work for the beginning as well as the experienced > technician. > > The first question I ask is "How long has it been since the piano has been > serviced." Please note I use the word "serviced" and not the word "tuned." > (Thank you LaRoy!) This usually leads into a short, basic discussion of piano > service--what is working and what is not working on the piano now, how and by > whom the piano is used, etc. Only then do I discuss the tuning. This way I > start the educational process with them immediately -- that a piano needs > more than just tuning; a piano needs to be serviced. Having established the > groundwork, I can then give my basic fee. But I caution them that the > possibility exists that the piano may not be at pitch, and why, and what is > necessary to raise or lower it to pitch. > > Most importantly I tell them up-front that if the piano is not at pitch, and > that I won't know if it is or isn't until I get to the piano, that the > probability exists that this first session will cost more. Very frankly, I > tell the customer "I would rather tell you before we set up the appointment > that this possibility exists so you will not be surprised with an additional > cost when I get there." I can't remember a time when the customer was > displeased with this approach. Most of the time they thank me for being > straight forward with them. > > Taking this thread one stitch further, when I first begain in this business I > didn't give any prices over the phone. Now, I don't hesitate. If a customer > is price shopping, it pleases me to tell them what my fees are. I am sure > they can always find someone cheaper.... > > Gina Carter > >
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