[pianotech] Advice

[Tom Driscoll]

Matthew ,
The "Felts need replacing " from a client is not usefull in diagnosis. There is no telling what the nature of her problem with the piano may be.Why didn't you engage in a conversation with her about her concerns while you were there?  You write:
 "I can always do the work like she asks, but then, it may or may not remedy the problem she is having. "

No kidding!
You're the technician. Listen to her concerns, evaluate the piano ,show her where the improvements are needed  ,make a proposal and get the job or not.
At this point I would approach her in this manner.

Ms. Smith ,
Since it's been several months since our last visit I'll suggest we make an appointment to take a fresh look at your piano.
After evaluation we can identify  any issues  you are having, come up with a course of action and with your approval begin work  at once. "
Be prepared to start the work right then !

Something like that makes sense to me .No evaluation fees if you get the job. Or sell her a tuning over the phone since it is due and evaluate first.
Matt, this ain't rocket surgery . Common sense and enlightened self interest with the customers best interest in the forefront will light the way,
End of lecture.
Best wishes,
Tom Driscoll

        I had a client leave me a voicemail wanting some additional work in the future.  She has in her mind that the felts (i'm assuming the punchings and/or key rebushing) need replacing, because the piano is getting harder to play.  She just wants a quote so she can plan for it.

        Now, are there specific questions I need to ask her over the phone to get more of an idea?  I can always do the work like she asks, but then, it may or may not remedy the problem she is having.  I would rather be certain what she is wanting and be confident that the problem will be resolved when I am thru.

        I already tuned her piano several months back, so I really don't want to charge her an additional service call to come out so we can discuss options, because she did mention it to me at the tuning appointment.

        I would appreciate to know how to best approach this.
        Thanks!


        TODD PIANO WORKS 
        Matthew Todd, Piano Technician 
        (979) 248-9578
        http://www.toddpianoworks.com 



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