How to get repeat business AND new tools

Greg Graham grahampianos at yahoo.com
Tue Apr 17 21:23:16 MDT 2007


Two years ago, I accidentally left the stylus to my
Pocket PC in a customer's piano.  I realized where it
was just a few hours later.  I didn't want to bother
this somewhat grumpy and geographically out-of-the-way
customer just to get my stylus back.  I figured I'd
get it back the following year at the next tuning.  

Last year, when I called to schedule the tuning, he
informed me that health problems prevented him from
playing the piano, and he didn't know if he would ever
play again.  "Don't call me... I'll call you."  

Figuring the customer any stylus were lost forever, I
priced a replacement stylus, but I just couldn't see
spending what Dell wants for their little piece of
alumninum, so I did without.  

After two years of going without a stylus, and not
finding any cheap replacements that would fit, I broke
down and purchased a genuine Dell stylus, along with a
new battery (which I actually did need).  

Two weeks later, the customer calls to schedule an
appointment.  He was feeling better.  Now I have my
stylus back, and my customer back.  

Leave tools in pianos.  As soon as you buy a
replacement, you'll get a repeat customer.  

Greg Graham


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