<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; = charset=iso-8859-1"> <META content="MSHTML 6.00.2800.1498" name=GENERATOR></HEAD> <BODY> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>This = may sound weird, but I have never called people to remind them, in over 25yrs of tuning.  </SPAN></FONT><FONT face=Tahoma size=2><SPAN class=515045221-05052005>I'd rather be returning calls from already = interested customers. </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN = class=515045221-05052005></SPAN></FONT><FONT face=Tahoma size=2><SPAN class=515045221-05052005>A good friend of = mine said: "You can't be afraid to lose something that you don't have in the first place".  If they don't want to tune every six months, they won't. </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>Take = them at their pace, sell them a slice of pizza instead of the whole pie, and guide = your business in the direction you wish by controlling the things YOU do, not = them.</SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>If = they wait for every leap year to tune the piano, you can charge accordingly for the = extra work involved.  </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>I = know a tech who prefers annual tuning....!!  Blew me away when he told me = that.  He charges a higher rate for annual service, and the extra work still fits = into a typical appointment slot.   Making more money per = appointment is his key.  </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005></SPAN></FONT> </DIV> <DIV><FONT face=Tahoma size=2><SPAN = class=515045221-05052005>Proactive efforts are best put into networking, meeting teachers, helping out a good = dealer, </SPAN></FONT><FONT face=Tahoma size=2><SPAN = class=515045221-05052005>doing clinics, speaking at musical events, sending focused letters to piano = teachers, gaining new & marketable skills, being willing to drive further = initially, networking </SPAN></FONT><FONT face=Tahoma size=2><SPAN class=515045221-05052005>with other techs who are filtering out crappy = pianos from their lists...etc. </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005></SPAN></FONT> </DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>What = do you say, then? </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>At = the end of a tuning, at the door...when they ask when should they have it done = again...I say: <BR><EM>"You should do it every six months, and I do have some = people who do it only once a year, depends on how 'out of tune' you can stand it"</EM></SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN = class=515045221-05052005><EM>Ideally, your piano will stay in better shape if I see it more often.  In fact, I = have several people who do it quarterly."</EM></SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>They = nod....then I say....</SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN = class=515045221-05052005><EM>"I do try to send postcards every six months to keep in touch, but I don't call you = unless you call me.  That way I'm not bugging = you....<BR></EM></SPAN></FONT><FONT face=Tahoma size=2><SPAN class=515045221-05052005><EM>You don't = have to wait for six months...you can call anytime".</EM> </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005></SPAN></FONT> </DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>(And = now I just tell them to go online and book an appointment.  That's also the = point of my postcard.  I'd rather they just book online, instead of </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN = class=515045221-05052005>creating homework phone calls for me to return). </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005></SPAN></FONT> </DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>I do = not try to keep every customer.  </SPAN></FONT><FONT face=Tahoma = size=2><SPAN class=515045221-05052005>It is a constant process of profiling and = sorting, as someone else mentioned.</SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>I = love them all, and encourage them all to have their pianos refined to the extent of = their musical wishes and needs. </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>But, = I'm constantly measuring the value of a customer against my business needs.   = I want to tune for people who fit my criteria, not people who = </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>I've = managed to 'talk' into having their piano tuned.   Over time, you build a = list that is of a different quality.    </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN = class=515045221-05052005></SPAN></FONT><FONT face=Tahoma size=2><SPAN = class=515045221-05052005></SPAN></FONT><FONT face=Tahoma size=2><SPAN class=515045221-05052005></SPAN></FONT> </DIV></SPAN></FONT></DIV>= <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>These = actions produce a psychological posture that says that I don't NEED any one = particular client.  And, it allows you to charge more realistically. </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>It = creates an attraction, that makes people seek you out, rather than have to filter = you out.  They know I'm busy, and not waiting around for them.  </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005></SPAN></FONT> </DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>Many = techs proactively call customers, and I'm not against it.  If you don't = have enough appointments yet, you probably do need to do it to some degree. </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>There = are some basic moves that can improve the experience for both you and the = customer.  </SPAN></FONT><FONT face=Tahoma size=2><SPAN = class=515045221-05052005>Always do things to show respect for their time and money.  = </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>Ask = if you've caught them at a bad time, give them the option to NOT have this = conversation, and </SPAN></FONT><FONT face=Tahoma size=2><SPAN class=515045221-05052005>they'll be more likely to have = it.   </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005></SPAN></FONT> </DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>Don't = assume that more information creates understanding. </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN = class=515045221-05052005>Building trust through showing respect, makes them feel understood.  Then they can = understand you. </SPAN></FONT></DIV> <DIV><FONT face=Tahoma size=2><SPAN class=515045221-05052005>You = never lose by showing respect for them and 'allowing' them to be treated they way they = wish.  </SPAN></FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>Best regards,</FONT> <BR><FONT = face=Arial size=2>Brad Smith, RPT</FONT> <BR><FONT face=Arial size=2><A href="http://www.smithpiano.com">www.smithpiano.com</A></FONT> = <BR><FONT face=Arial size=2> </FONT> </DIV> <BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px"> <DIV><FONT face=Tahoma = size=2></FONT> </DIV></BLOCKQUOTE></BODY></HTML>