Sy I wholeheartedly agree with your evaluation of this customer's needs and her piano's needs. We techs need to take a step back sometimes and look at things from the customer's perspective on this issue. Does the rest of her house look dirty like the piano? If not you are probably going to be able to provide her with a professional service which she cannot (and should not) get anywhere else. Cleaning personnel are usually told to stay away from the piano. Good post! Thanks for bringing up an important area where we could stand learn a lot more about making our customers happy. And, as you've stated, one thing generally leads to another, doesn't it? David Sanderson Littleton, MA pianobiz@juno.com On Fri, 16 May 1997 23:04:37 -0600 Sy Zabrocki <only4zab@imt.net> writes: >To List from Sy Zabrocki > >I have tuned this piano 34 times since they bought it new in 1965 for $3000. You'd think this piano would be showing it's age by now. Not so. I've have kept this piano completely clean all these years. Dirt and humidity eventually cause the area around the tuning pins to look dirty even after dusting. Once they are allowed to get dirty it is almost impossible to make them look new again. On this piano the tuning pin area, agraffe area, hitch pins and bridge pins still look new. Also the soundboard. > >Here's where you can gain a repeat customer. Suppose your customer has a brand new grand. She is still not aware that the piano will get dirty and that they are difficult to clean. On the next visit, while she is present, clean the soundboard and difficult areas. Then promise to keep it clean if she will call you regularly. Obviously many techs do not do this because we find so many dirty pianos.One lady tells me she never knows if the piano needs tuning of not but she calls me because she knows I'll clean it. Oh I love the repeat customers--the ones who call me instead of me calling them. > >Sy Zabrocki--RPT
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