Business: getting and keeping customers

[John Ross]

Reminds me of a 'funny'.
A woman said to her tuner, why don't you call me for a repeat appointment, like my Dentist does?
He/She said, sounds good, just give me a call for a tuning, when your Dentist calls you?
John M. Ross
Windsor, Nova Scotia, Canada
jrpiano at win.eastlink.ca
  ----- Original Message ----- 
  From: Mike Kurta 
  To: Pianotech List 
  Sent: Saturday, October 07, 2006 12:03 PM
  Subject: Re: Business: getting and keeping customers


      Hi Julia:
      Everyone seems to have a different take on repeat business.  When I finish tuning, I ask the customer if they would like me to check with them next year about this time.  They almost always say yes.  I have a tickler file by month on the computer which tells me who to call.  I never leave a message on a machine, people put off or forget.  I've had poor results with postcards.  My repeat rate is 2 out of 3.  By mentioning the call next year, they expect it, just like my dentist reminding me to see him.  I call some more often, but as a general rule, I use 12 months.  More affluent areas sometimes make a difference.  As Mike says, find the system that works best for you and stick with it.  
      Mike Kurta
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