[pianotech] Providing Options - Was Spinet Repetition Problems

[Paul McCloud]

Hi, David:
Yes, of course, the piano owner has the final say.  Either they agree to our proposal or not.  Giving them an education about the situation, and offering different options is the way I think works best.  Just like when you book an appointment, you say, "I'm available Tues at 3, and Friday at 10.  Which one works best for you?".  You change the scenario from all-or-nothing to "which way do you want to go?".  
In this instance, we're talking about spinet repair, not a one-of-a-kind Steinendorfer.  I'm just saying that there is more to consider when making repairs.  Just this week, I had to repair an old upright that someone had worked on long before.  It had bridle straps installed that I'd never seen before.  They were cut from strips of rubberized material.  When I tried to remove the strap from the bridle wire, they tore.  The rubber had become stiff.  A couple of bridle wires had rubber bands tied to them, with the other end of the rubber band pinned to the back edge of the music desk with a push pin.  Tacky?  Yes, but they worked.  It was a well-meaning repair, but inadequate.  I would have no way to know who did it, but I wouldn't have thought much of his work or reputation if I did know.  That's what I'm talking about.  There's a balance between making do and getting it "out the door", and doing the job right, getting paid for it and feeling good knowing that you did your best job.  How you see yourself and what standards you set is up to you.
As far as "arrogance" is concerned, if you're in a position where you can turn down work because you refuse to do a less than a "complete" or "proper" job, then more power to you.  If you need the work and want to keep the customer happy, and that means doing a quick 'n dirty repair, ok that's your choice.  But if you can get the customer to agree to a better repair, one that will last (and make you feel good and bolster your reputation and $$$), it's worth trying for.  
Respectfully,
Paul McCloud
 

----- Original Message -----
From: "David Porritt" <dmporritt at gmail.com>
To: pianotech at ptg.org
Sent: Saturday, January 7, 2012 9:03:20 AM
Subject: Re: [pianotech] Providing Options - Was Spinet Repetition Problems

Paul:

First we have to remember that the piano belongs to the customer (unless, of course, we are working on our own piano for resale).  There's a lot of pure arrogance that enters the picture in these situations.  I ONLY do PROPER work!  In the case of the key leads, one can show the customer each approach and let them decide.  

A second issue - tangentially related - is the whole concept of "preserving" old pianos that have little reason to be preserved.  I think over the years we have sometimes hurt the whole piano business (i.e. sales) by this heroic effort to restore the living-dead... but then I have a divergent view on lots of things.

dp

______________________
David M. Porritt
dmporritt at gmail.com

-----Original Message-----
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of Paul McCloud
Sent: Saturday, January 07, 2012 9:58 AM
To: pianotech at ptg.org
Subject: Re: [pianotech] Providing Options - Was Spinet Repetition Problems

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