Floyd, I'm 99% sure someone will blast me for saying this, but on the first visit I do all the work possible to bring it up to snuff even if I don't charge fully for it. When I have a new client I try to leave the next slot open, and if I am there 3-4 hours, fine, but I want to leave knowing the piano is dang good! Of course, this precludes any remedial work like key bushings, etc. but in general I can usually do a pitch raise, lost motion, letoff, dip, tighten screws, clean, and other things. I try to do "wholesale" changes where possible (i.e. raise the BR instead of add punchings to raise key height) but I'm very fast at this and work with a list (attached). Here's the rub, and where people blast me; I don't charge much extra for the work, but a small amount. (Oh no! But you gotta charge! You are going to mess up everything for us all if you don't charge $100.00 to pull out the pencil!) Why, you say? When I leave that first visit I want the piano to be good so that I KNOW I won't have to do remedial work the next time, or the next time... I want the customer to be ecstatic that their piano is SO good. I want them to know (I tell them!) that they would normally be charged out the wazoo for this, but that I do this as a service, knowing that they are committing to at least one tuning per year from then on. It's partly for me, partly for them, and I only spend about 1-2 hours more than I would have anyway! Overall effect, priceless. I think this has been part of the key to my success. I turn down clients all the time now, selecting only the ones I think might be the best clients and passing others on to someone else. (Yeah, I do tune more Steinways, and more grands now) And about the pencil, I've never NOT received a tip or other compensation on the next visit. But, to clear up something, I DON'T consider it "advertising". I'd do it for free. I'm NOT going to charge someone to remove a pencil, unless it's way out of the way, or if they're idiots and I don't want their business anyway. I do a lot that I never get paid for and won't accept money for. But I also have a very loyal clientele that pay me well, and a waiting list. I always try to give my clients a bit more than they expect. I charge more than others in my area, but my clients sometimes give me tips as well. Go figure... someone will reward you for doing good work? Wow, what a concept. As for your comments (below) I point it out to people as I go; "Feel this... see/hear that..." and never belittle former technicians, but try to show them the maximum potential of their piano. If they truly can't see or feel a difference either you're not doing something right, or you're not showing them. Sometimes you have to point things out. Show them that they're getting value. But most importantly, have a great time and treat each person like they are your best client. Life is good! Jim (Flame suit on.) From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of Floyd Gadd Sent: Thursday, January 21, 2010 10:52 PM To: pianotech at ptg.org Subject: [pianotech] Incremental Upright Regulation <<<<The only hesitation I have with this approach is the fact that the customer doesn't see really noticeable improvement in the feel of the piano from this first installment, and noticeable change is a powerful selling tool for future work.>>>> Comments? Floyd Gadd Manitoba Chapter -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://ptg.org/pipermail/pianotech.php/attachments/20100122/2a407c51/attachment-0001.htm> -------------- next part -------------- A non-text attachment was scrubbed... Name: Busby Vertical Regulation.doc Type: application/msword Size: 32256 bytes Desc: Busby Vertical Regulation.doc URL: <http://ptg.org/pipermail/pianotech.php/attachments/20100122/2a407c51/attachment-0001.doc>
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