how to respond to customer's concerns...

[Farrell]

Many piano owners seem to think that a tuning is something of a permanent
thing. Kinda like putting siding on your home. Yes, you may do it a couple
of times over the life of the home, but with care the siding can last for
many, many years. I try to explain to the uninformed piano owner that tuning
is a lot like managing dust in a home - it's an ongoing process. You gotta
dust now and then, but rest assured, as soon as you do dust, it will start
accumulating again. Tuning is much the same. You don't tune it and expect
that it will remain in good tune for years.

Terry Farrell
Piano Tuning & Service
Tampa, Florida
mfarrel2@tampabay.rr.com

----- Original Message -----
From: "pianolover 88" <pianolover88@hotmail.com>
To: <pianotech@ptg.org>
Sent: Sunday, March 11, 2001 11:26 PM
Subject: how to respond to customer's concerns...


> I called, as usual, to confirm a tuning for tomorrow. She had called me
> initially, since she bought the piano from the store where I floor tune.
> (Yamaha T116) So when I called her to confirm, she starting voicing her
> concern about having it tuned now, since the "weather is so weird" in her
> words.
>
> She asked me if it wouldn't be a better idea to wait a couple more months
> for more "consistant weather conditions". I told her, without hesitation,
> that since her piano is new, and it's already been TWO months since it was
> delivered, that I should definitely tune it now,  as it would most likely
go
> flatter and flatter the longer she waits, not to mention that by tuning it
> now it would help to "stabilize" her piano, help it to "settle down",
making
> future tunings easier and longer lasting. She agreed, so the tuning is set
> for tomorrow as originally scheduled.
>
> I'm very curious to know how the more seasoned pros handle questions and
> concerns similar to this. Thanks!
>
> Terry Peterson
> Precision Piano Service
> Torrance, CA
>
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