Psychology/

[RptBob1@AOL.COM]

In a message dated 5/18/00 10:20:07 AM Eastern Daylight Time, 
istuner@islandia.is writes:

<< y aware that the customer needs to feel at ease and trust the tuner.
  That´s why I´m always very polite in any way, (not like that stupid auto
 mechanic I saw this morning).  This includes having impeccable phone
 manners and using a well chosen section of my vocabulary and also
 remembering to ask; "Is it alright that I lay this here?", when holding a
 lid of some sorts.  
 Well, I also feel that the customer needs to feel he´s paying for something. 
 When I tune a piano that needs more than one tuning and I have to come back
 and finish the job, perhaps the day after, I sometimes leave the unisons in
 the middle with a little "whang, meow, or what you will" in them...
 DELIBERATELY...I´m so sorry.  
 Please, I have no flame suit.
  >>
Hi Kristinn:

99% of my pitch raises can be done at one tuning.  I take the extra time 
needed that day.  On those rare occasions that I feel the piano is going to 
need another "tweeking", I will suggest the customer call me when they can 
sense the piano has drifted out of tune.  IF that call comes within 30 days 
of the initial tuning, I discount that tuning $20.00. The reason for that is 
twofold: 1. if I am called back within 30 days, I know I will not have to 
spend another full-tuning time on this second tuning; and 2. This will 
discourage anyone from calling me back the next day-just after a large pitch 
raise-complaining the piano  "doesn't sound right".  
Remember a full-fledged pitch raise is not your fault.  It is the customer 
who has probably neglected having the piano serviced on a regular basis thus 
necessitating a pitch raise. Having an up-front charge for a recall based on 
just having undergone a pitch raise makes it very clear as to who will bear 
the burden of an additional recall.

Best wishes,

Bob Bergantino, RPT
Willoughby Hills, Ohio