Susan Kline wrote: > > Dear Dick, > > I, personally, do not insist upon another tuning in a month, though I'm sure > opinion varies. I tell people that they should call me in six months, or > whenever the piano starts to bother them, whichever is sooner. It is up to > them whether they call me or not ... > > > > Dick, As among the many good responses I've seen so far. This is one point I agree with Susan on. Not trying to be egotistical or anything (probably woorking on new Baldwins with extra-extra tight pins helps this.) I don't need to see the piano in a month or so. even after a 100c + raise in pitch. I have gone back to do a touch up for no charge when I was much younger and less experienced(technical and business wise), and even then, after a month there was not much to touch up, maybe a couple of unisons. But the customer always, always says the piano sounds good to them. (like they know, most of them anyways) I have people tell me all the time the only reason they have their piano tuned is because I say it needs it every 6 mos. (The PTG marketing tools also are BIG help.) Getting off on a thread here, brings up the latter part of Susans reply. How are most techs, handling their calls and scheduling. One of the things that I learned from potter school of tech. was entitled how to get your customers and keep them. I have, since the beginning of my business Jan 96., sent out HANDWRITTEN reminders on nice musical stationary. Very time consuming, I know. But get this. I have a client base of just over 500. and I am managing to see 20 pianos a week for tuning. 5 a day 4 days a week, 1 - 2 days shop. I think the reasons why I have had success is my good lo... is educating the customer on first contact about the importance of having your piano tuned regularly (as in a minimum of twice a year.) All manufacturers recommend at least twice a year. We all know the reasons why. Make sure you tell your customer why, and while your mentioning relative humidity, bring up Dampp-Chaser, and with their new video, WOW. Also to go along with all the info in the Client Care Package is a the hand written reminder. this is the selling point for me. I get about 75% response with a follow up call to schedule a tuning within 2 weeks after mailing the reminder. I remember back to the beginning and thinking how I cant wait to hit that 1000 or 1500 pianos in a year mark. It happened much faster than I was expecting. I know of technicians who have a computer spit out names as labels and affix the labels to a small post card type reminder (usually xeroxed construction type paper) and still only work on pianos part time with a 1500 - 2000 client base. I couldn't even imagine. I'm not saying that this is the best way to get and keep your customers, but I've had awfully good response from it. I would be curious as to how other techs are doing and what marketing methods you might be using. Mike Masters Masters Piano Service Lakewood, OH
This PTG archive page provided courtesy of Moy Piano Service, LLC