25. Plan in advance. By that I refer to my other email regarding action work. As I said in that email, I begin planning action jobs for the next summer beginning in the fall already. I leave and send a lot of estimates but I also follow up on many of them (not all) depending on the client and the piano. As should be expected, my most important clients such as my college get their action jobs set up first. My churches, schools and other organizations 2nd, homes 3rd. Crappy pianos, last. That is, if I choose to work on them at all or have any time left to do so. Which leads me into 23. You see, I go from the most reliable and dependable to the least. 26. Sub contract what you cannot or do not want to do. It will get done that way one way or the other. There is always someone out there slower than you might be and will appreciate the work that you give them regardless of what it might be. This will help the new people that are struggling to make ends meet. You will be liked and respected by them for it. But, only recommend those that are honest, reliable and good. Follow up after them if necessary. 27. Always remember that whoever it might be that you recommended, your reputation is still on the line. 28. I know I said this before but I believe it is important and it really does work. Make the first contact to your customers. Don't wait for them to call you. You will have a lot less last minute or emergency calls cramming your holiday season this way and can plan much more according to everyone's needs including yours. If you want to stay busy and keep the client, you will bite the bullet and call them. Rather than say as I have so often heard before, "I am as busy as I want to be or, I have all of the work I can handle" - which to me, is a cop out for not really having enough work in many instances, pick up the phone or hire someone to do it for you. You will be surprised at how many people thank you for calling them and you will stay a lot more busy and will book much further ahead. How far ahead to you want to be booked? For me, the further, the more peace of mind I have. 29. Advertise. Online and elsewhere. The biggest companies advertise. 30. Have you ever taken a walk and seen a piano in a home? Write down the address and send them your business card. They will notice that you live in their area and might just call you. Or, knock on the door and introduce yourself. That works too. 31? From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of Michael Magness Sent: Monday, January 18, 2010 5:46 PM To: pianotech at ptg.org Subject: Re: [pianotech] Running a Business as a business. On Mon, Jan 18, 2010 at 8:35 AM, Gerald Groot <tunerboy3 at comcast.net> wrote: 12. Treat your customers as you would have them treat you - with kindness and respect. 13. Take time to explain why a piano changes tuning. You've done it a million times before. Make it a millon and one. 14. Take time to answer any and all questions they might have and some have a lot of them. You will gain more respect from them. 15. If they want to watch you tune, by all means, allow it. 16. Cut vacuum cleaner chords in half with a knife for silence. Just kidding, checking to see if you're actually reading this or not. 17. Don't be afraid to ask questions of other technicians. Especially if you're not sure what to do about the problem or if it is out of your league of expertise. Don't just guess and screw it up. 18. Don't be afraid to get a 2nd opinion on something. Doctor's do it all the time. 19. Customers are your lifeline. Treat them as such. Retaining them is the most important and most difficult part of getting repeat business. One unhappy customer will spread that unhappiness like a wild fire. 20. Dress properly. Casual is fine but, no holes in your clothing and bathe. 21. ? From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of erwinspiano at aol.com Sent: Saturday, January 16, 2010 8:45 PM To: pianotech at ptg.org Subject: Re: [pianotech] Running a Business as a business. Jer...David All good stuff I'll add afew 6. Be the guy/gal that can fix,voice,or rewhatever anything with excellence in your geographic area 7. Become an Rpt and learn to network with others for continuing education 8. Have an informative Web site. A must these days 9. Always tell the truth even if you lose. Always in fahionable and in season 10. Learn to delegate. Yes, its hard at first 11. Be Generous, however you define it. regards Dale Erwin WWW.Erwinspiano.com <http://www.erwinspiano.com/> -----Original Message----- From: Gerald Groot <tunerboy3 at comcast.net> To: pianotech at ptg.org Sent: Sat, Jan 16, 2010 8:35 am Subject: Re: [pianotech] Running a Business as a business. There you go again, changing the point being made. " But if one wants to do a favor and help someone out with a pencil, why not?" So, do it then. I don't care. "Let's not blow it out of proportion as the reason their business isn't successful." Did I really say or mean that their business would fail due to that one trivial matter, the pencil? Ok, let's change the topic then as I did in the subject line. 1. Become highly skilled in whatever area of this business you choose to be in. 2. Learn how to run and operate a businesses. One will be more successful long term. 3. Have clear are precise written rules for yourself and your customers to charge more fairly and honestly. 4. Have clear and precise written prices so neither yourself nor your customer gets screwed. 5. Do a lot of reading and learn how to interact with clients properly. This doesn't just entail reading about pianos and repairs. It's easy so far, care to add to it? Jer -----Original Message----- From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org <mailto:pianotech-bounces at ptg.org?> ] On Behalf Of David Love Sent: Saturday, January 16, 2010 11:19 AM To: pianotech at ptg.org Subject: Re: [pianotech] age-old question of what to charge for almost nothing and running a business as a business Nobody would argue with your first point. The nuances and individual situations that determine just how that's done are what we are talking about. The example you give of the $28000 a year person has less to do with the discussion than it does with general competence. We haven't even mentioned the importance of being skilled. The person who is meticulous in their business practices, never misses an opportunity to charge for every service and mile driven, still won't have any business if the service they provide stinks. Similarly if one (notice I'm avoiding saying "you" to avoid any misunderstanding) is rude to people then they are not likely to get very far no matter how skilled and meticulous they are in their business practices. The example of what owners allow their employees to do is not relevant since we are the owners and owners do choose at times to bend the rules. They just don't want their employees to do that. Neither would I. In summary, of course one shouldn't be afraid to charge for their time, expense and expertise. At the same time one should be flexible enough to assess each situation on its own merits and make a decision without fearing the consequences of a single act. Price structures are helpful (I have them outlined and itemized for rebuilding and servicing as well as a set hourly rate which is published). That can take the guess work out of making estimates which can be tricky for the inexperienced and create situations of price commitments that are unrealistic and may establish a history that one may not wish to be held to. But if one wants to do a favor and help someone out with a pencil, why not? Let's not blow it out of proportion as the reason their business isn't successful. David Love www.davidlovepianos.com <http://www.davidlovepianos.com/> ...snipped The only thing that I AM VERY HARD LINED ON is that more piano technicians need to run this business like a business or learn how. Yet, many do not run it as such. These same people do not know how to run it as a business or in my opinion, do not take it very seriously that it is a business. They need to stick to the principal of charging when appropriate, which is, most of the time. They should not be afraid to charge and especially, should not apologize for doing so. As another poster mentioned, the owners of other businesses will not allow their employee's to show up for free or to charge less for obvious reasons. Here is a prime example of what I mean. I have someone in town here that is constantly complaining about not being able to make a living. This person runs their business more as a charity, treats their customers rudely, gives discounts to everyone and is making less than $28,000 a year tuning full time. His work load is now half of what it was last year and he wonders why? Yet, I find out from this person that their prices have dropped or have been the same for 7 or 8 years running, he doesn't even charge for a service call, doesn't charge extra for driving 150 miles round trip, charges only for his time, he's doing services for free in an attempt gain more work which is not working, he's gaining more free clientele instead yet, he still doesn't get it and will not listen to reason. Jer _____ avast! Antivirus <http://www.avast.com <http://www.avast.com/> > : Outbound message clean. Virus Database (VPS): 100116-0, 01/16/2010 Tested on: 1/16/2010 11:35:42 AM avast! - copyright (c) 1988-2010 ALWIL Software. _____ avast! <http://www.avast.com/> Antivirus: Outbound message clean. Virus Database (VPS): 100118-0, 01/18/2010 Tested on: 1/18/2010 9:35:16 AM avast! - copyright (c) 1988-2010 ALWIL Software. 21. Never lose your sense of humor! 22. If you don't know the answer to a question, say so! Then tell them you'll find the answer and do so, ASAP! 23. Always be willing to answer another technician's questions. 24. Keep an open mind -- I intend to live forever. So far, so good. Steven Wright Michael Magness Magness Piano Service 608-786-4404 www.IFixPianos.com email mike at ifixpianos.com _____ avast! Antivirus <http://www.avast.com> : Outbound message clean. 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