What would YOU do?

[Michael Jorgensen]

Hi Clyde,
    This man is likely afraid of technicians messing up his piano so he
never services it.  I would build trust gradually by doing only tuning
and essential repairs on the first visit.  Explain before tuning about
the risks of breaking strings he has caused by not keeping his piano
regularly tuned and that the tuning will be slightly less stable this
first time.  This will also protect you from investing too much incase
he causes trouble and if any strings break.   Show him the other needed
work and its' benefits and if he wants to do it, leave that for a future
visit a few weeks later.  At that time you can touch up the tuning after
it is done responding to the pitch raise.  If he sees the importance of
servicing his piano regularly and that you are interested in protecting
his investment he will become a loyal customer.  Provide him with the
PTG brochure, "How often should my piano be serviced?" Kawai is quoted
in there.
-Mike Jorgensen RPT

Clyde Hollinger wrote:
> 
> Friends:
> 
> Last Saturday a man called me.  He just moved into the area from a large
> city and is looking for an RPT to service his Kawai console, which was
> purchased new 10-15 years ago and hasn't seen a tuner or technician
> since.  He's going down the phonebook listings, I gather.  He sounds
> like a most exacting person.  From his descriptions I suggested the
> piano may need less than $200 of work, including pitchraise, tuning,
> thorough cleaning and a few minor things.
> 
> I am used to the normal questions from first-time clients, but this
> gentleman suggested he may want to meet me first and perhaps come and
> see my shop (I don't have any; I work out of my car).  I could
> understand that if I were attempting to sell him a major rebuilding job
> for megabucks.  He already told me he won't call one other person back
> because the RPT made him feel uncomfortable.
> 
> I expect him to call again.  Would you take this job?  Is this type of
> scrutiny common in some areas?  In my 18 years of business I never saw
> anything like it.  I have visions of him watching my every move and
> checking every cranny of the piano's interior with a white cloth to see
> if I was thorough enough.
> 
> I will appreciate being enlightened.  I know not every place in the
> world is as trusting as Lancaster County, and I am careful never to
> betray that trust.  Thank you.
> 
> Clyde Hollinger, RPT
> Lititz, PA, USA