31. Took you guys took long. Spend time with your customers. Don't just
tune the piano and walk out. I spent 3 hours in one home yesterday. This
person had acquired a used Cable Nelson console a few months ago. The piano
was built by the Everett Piano Factory with a laminated sounding board in
South Haven built about 1972. A pretty decent piano actually. She was
FILLED with questions and retained my answers quite well. I spent 2 hours
of my time, for free, explaining the wee split in the pin block, how and
what causes it, why the piano was 1/2- 1 full tone flat, why the piano needs
work, why it doesn't repeat when her 8 year plays. He isn't allowing the
keys to come all the way back up again before he tries to repeat the song so
the jack is still forward.
I gave her options to either tune and do some action work, retuning it in a
few months due to the major pitch raise or, trade it in on a new piano which
she could afford. She/we decided to have me do a pitch raise and see what
happened and how it would sound so, did that. I checked the RH and temp
which was 68 degree's 42 %. Perfect. The piano is in the basement. When I
was finished raising pitch, the split hadn't worsened, the overall sound of
the piano improved considerably, more so than what I thought it might and we
scheduled an appointment in June to re-tune the piano and do some other work
on it such as carding, regulation, leveling the keys etc.
All in all, while I spent a lot of my time for nothing (it was my last
appointment of the day yesterday) I acquired a customer for life. She was
impressed that I had an answer for every single question, didn't fumble
around for the answers that she was able to ask and believe me, she had more
questions than most people do. She was most impressed that I gave her
options. She said YOU ARE THE MAN! I like your straight forwardness and
honesty. Put me on your call back schedule for life.
You see, it pays to go the extra mile once in a while.
32. For newbie's: The first question you should answer when you are
thinking of going into business is "Am I the type?" You will be your most
important employee. It is more important that you rate yourself objectively
than how you rate any prospective employee. Appraise your strengths and
your weaknesses. As a prospective operator of your own business,
acknowledge that you are weak in certain areas and cover the deficiency by
either retraining yourself or hiring someone with the necessary skill.
33 anyone?
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf
Of Gerald Groot
Sent: Monday, January 18, 2010 11:09 PM
To: pianotech at ptg.org
Subject: Re: [pianotech] Running a Business as a business.
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
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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
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