[pianotech] Providing Options - Was Spinet Repetition Problems

[Paul McCloud]

Hi, Chuck:
I'd take this discussion a bit further.  What about those technicians whose reputation, sense of quality control, and self-pride preclude using "substandard" repair procedures?  (No definition of "substandard" rendered here, whatever that would mean).  If you are a rebuilder of repute, would you resort to CA'ing some tuning pins, or would you sell the whole nine yards and nothing less?  I used to work with a colleague, who had 10 years experience before mine.  He would always say that he didn't want anyone to know he'd done a repair, or at least that it didn't appear to be other than factory perfect.  It's one thing to leave it up to the customer, it's another to perform a repair that bolsters one's reputation, and leaves the customer with a repair that will last as long as the piano (within reason).  And, that the appearance of the repair is appropriate to the age, brand and condition of the piano.  There are some of us that will "git 'er done", and others that will use their sales skills to sell the job done right.  A job done only to satisfy the budget-conscious client may cause an unwanted nick to one's reputation down the road when another tech comes upon it later and says, "Hmm, Mrs. Smith, the guy who did this didn't do a very complete job (or other word inserted here).  He apparently didn't know what he/she was doing."  It's judgment call, and considerations of time and circumstance (and the economy) need to be considered.  I'm not sure there's a "right" or "wrong" approach here.
Just sayin'
Paul McCloud
San Diego

----- Original Message -----
From: "Chuck Behm" <behmpiano at gmail.com>
To: pianotech at ptg.org
Sent: Saturday, January 7, 2012 7:03:15 AM
Subject: [pianotech] Providing Options - Was Spinet Repetition Problems

You've both hit the nail on the head, John and Dean. It's all about giving the customer options, the pros and cons of those options, and letting them decide. Jiffy Leads vs. lead inserts in the keysticks are two options - one quicker and more economical, the other more "factory-like," but also more time-consuming (and expensive). 

To use another example, if an old upright has loose tuning pins, we can CA it, we can install oversized pins, or we can take the piano to the shop, remove the plate to put in a new pinblock or pinblock panels, and repin with # 2 pins. Big difference in terms of time and money, but all options which the customer might want to consider. 

Same with a lot of replacement parts. Plastic elbows or wooden elbows? Repair clips for a brass rail or a whole new brass rail? Cork-tipped bridle straps or original style braided straps? The list could go on and on. 

When I said Joe repaired the keys the "right" way (by installing leads in the keystick vs. putting on Jiffy Leads), I probably should have said he did it the "factory" way. What is right is more what meets the customer's needs. If a less expensive way of doing things is what the customer wants, then that is the right way. 

Sorry if my comment struck you the wrong way, Dean. 

In my experience, most customers will choose economy over aesthetics any day, as long as the results are the same. Chuck 


>If lead is needed in the keys, what I would do is give my customers a 
choice. Either have the leads on the top of the keystick, or in the 
keystick. Give a price for each method, with pros and cons, and let the 
customer decide. I don't think the keystick cares either way. :-) 

John Formsma, RPT 
Blue Mountain, MS 

>If Jiffy Leads are fully functional, do not take away the aesthetic look 
of the outside cabinet the customer sees, last just as long, AND SAVES THE 
CUSTOMER MONEY, why would they not be considered ?doing the job right??*** 

Dean W. May