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. Jim Have you ever considered that the reason you have to turn down clients is not because you do all that great work, but it's because you're willing to do all that great work for half price. In other words, would you have the same back log of customers if you charged full boat for the service you're providing? Wim -----Original Message----- From: Jim Busby <jim_busby at byu.edu> To: fg at floydgadd.com <fg at floydgadd.com>; pianotech at ptg.org <pianotech at ptg.org> Sent: Fri, Jan 22, 2010 4:08 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://ptg.org/pipermail/pianotech.php/attachments/20100122/dcd7400e/attachment.htm>
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