hopeless

[John Lillico, RPT]

>It seems that over the years it would take to compile a customer list of
>over 3000 names, one would likely learn who the people are who are serious
>about their pianos and concentrate on taking care of them.  Then when one of
>the 'every decade' types call, they can be fit in when there's time.  I'm
>just speculating.  Is this how reality works out?  Having only a hundred or
>so (repeat) customers, I don't have that problem yet.  Just wondering how
>other people deal with the situation??
>
>
>Brian Trout
>Quarryville, PA
>btrout@desupernet.net

Back in 1985 I had a list of 4002 pianos which I had previously serviced. You see, my data base is set up as a file on the piano rather than the individual, for an individual (or studio) could own more than one instrument. Many of these pianos hadn't seen a tuning lever for more than twenty years. 

In the mid-1990's I began a quarterly newsletter which also doubles as a tuning reminder. These newsletters are sent out to the client (or the piano) from four to six months after my initial visit (depending on whether the pitch has been adjusted) and again on the anniversary date of my visit. A regular client gets regular reminders. If no response is forthcoming, annual newsletters are mailed over the next four years. After that, it's once every five years. On the twentieth year, the client is notified that they are being "archived".

Presently I have an "active" file of 1250 pianos with the archived file at 6,574. Surprisingly, about twenty per year of those previously archived files call for service, but most are dead and buried.

The archives are useful though, for those pianos do show up and your file affords you a previous service history which sure impresses the new owner.

Whether you're just starting out, or a veteran of 36 years, new clients is where it's at. I think I had it figued out once that, on average, a piano owner has the piano tuned 1.75 times during ownership, but it would take a few days to confirm that one.

How did this thread become "hopeless" anyway?  There's always hope.

John Lillico, RPT
Oakville, Ontario