[pianotech] price-negotiating customers

[David Nereson]

I barely support myself, and certainly can't afford to pay someone else to
answer the phone and make customer calls.  I imagine that's true for most
tuners.



On Mon, Jan 3, 2011 at 10:48 AM, Ryan Sowers <tunerryan at gmail.com> wrote:

> "I prefer to compete by providing better quality." Then stop. Let them
> think about whether they prefer cheap, or good. Then whatever they decide to
> do will probably be right for both of you."-- Mark Schecter
>
> I love this line! It's quick and simple and says a lot.
>
> One thing we do is post our rates on our website. Because of this we get a
> lot less inquiries about price. Why don't more technicians do this? These
> days people want the information and they want it now! I don't want to beat
> around the bush. Posting your prices implies that this is the standard fee.
> Not posting prices may cause some customers to perceive that the rates are
> more flexible.
>
> I also highly recommend having another person handle your phone calls and
> scheduling. This is well worth it, and is one of the important steps in
> growing a business. I am fortunate to have a wife and business partner who
> was willing to quit her day job 9 years ago and take this on. The effect was
> almost immediate and our business has grown noticeably every single year
> since we made that decision.
>
> Having a buffer between you and the public really helps.
>
> 1) You can't toot your own horn as well as someone else, plain and simple.
> There is a different psychology at work when someone besides you plays you
> up, even if they work for your company!
>
> 2) Having a professional office manager makes clients feel like they are
> dealing with a professional company. You will come across as a more serious
> business to the public. You may get less "do you do this full time?"
> comments.
>
> 3) Since the office manager isn't the "boss", (although in many ways mine
> IS <G>) customers will feel less inclined to haggle. And the office person
> doesn't take it personally!
>
> 4) The time you save by having an office manager will allow you to service
> more pianos, which pays better than the office work. Besides, most of us are
> better at servicing pianos than managing the office!
>
>
> Ryan Sowers, RPT
> Puget Sound Chapter
> Olympia, WA
> www.pianova.net
>
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