[pianotech] Incremental Upright Regulation

[David Ilvedson]

Jim,

Let's not forget you've got a cushy full-time job at BYU...'-]   A little freebie stuff and here and there is easy...

David Ilvedson, RPT
Pacifica, CA  94044

----- Original message ----------------------------------------
From: "Jim Busby" <jim_busby at byu.edu>
To: fg at floydgadd.com; pianotech at ptg.org
Received: 1/22/2010 6:08:02 AM
Subject: Re: [pianotech] Incremental Upright Regulation


>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