customer perception

[Clyde Hollinger]

Ron,

Great response.  One can still take this conversation several directions.  What
do you do if after a *year* the tuning is still essentially where you put it?  I
used to suggest two-year tunings are adequate in some instances, but respondents
on this list disagreed with me.

Something else to muddy the water--  On the facial expressions of some clients it
appears that I actually lose credibility if I suggest tunings less often.  After
all, some of them know the official line is every six months; I even inform them
of that, while also suggesting that annual tunings suit most clients, considering
the way they use their pianos.  Even with annual tunings, most of the change I
make has to do with humidity variations; the whole piano is a little sharp or
flat, by a cent or two.  I surely do wish more of them would take humidity
control more seriously.  (To counterbalance this I should add that in some
instances very frequent tunings are advisable.)

I'll close with this --
Any time regular maintenance is called for, there is going to be some difference
of opinion.  My dentist wants to see me every six months; I think annual is
perfectly acceptable.  I change my car's oil every 3,000 miles, wondering if it's
necessary when it still looks almost as clean as when it was put in, and this in
a car that has run trouble-free for 110,000 miles.

Regards,
Clyde

Ron Nossaman wrote:

> Someone tells them "Tune twice a year, without fail". After years of this,
> they (by any number of circumstances) happen to have me tune the piano and
> ask why so frequent tunings are necessary when they think the piano sounds
> fine. If I find the piano in decent tune, I'll agree with them and suggest
> yearly tunings unless their ear tells them otherwise before then. This is
> so unexpected and foreign to them that they immediately become suspicious
> and I have their full attention from then on. If the piano sounds nasty, we
> talk about the usual climate control issues and such. I try to get them the
> most tuning (and service) mileage I can for their dollar, rather than try
> to sell them the idea that they owe me two guaranteed tuning fees a year
> and any other service I can manage to talk them into so I can make the most
> money with the least work at their expense. I resent the fact that too many
> other "professionals" are doing that to me on a daily basis and I try not
> to abuse my people with that sort of thing.