<div> <br>
</div>
<div> <br>
</div>
<div> <br>
</div>
-----Original Message-----<br>
From: William R. Monroe <pianotech@a440piano.net><br>
To: Pianotech List <pianotech@ptg.org><br>
Sent: Tue, 19 Feb 2008 10:36 pm<br>
Subject: Re: Mark-up (was Steinway parts)<br>
<br>
<div id="AOLMsgPart_2_a31f6678-1433-48b1-a175-bd913bc29a0f">
<div><font color="#000080" face="Bookman Old Style" size="4"><br>
Bill:<br>
<br>
<font color="#ff0000">My inserted responses below :-)</font><br>
<br>
<br>
Paul,</font></div>
<div><font color="#000080" face="Bookman Old Style" size="4"></font> </div>
<div><font color="#000080" face="Bookman Old Style" size="4">Thanks for the
follow-up. Responses below:</font></div>
<div><font face="Bookman Old Style" size="2"></font> </div>
<div><font face="Bookman Old Style" size="2"> However, when we discover a
surprise - whether during a rebuild or a house call - fix it (with approval),
and charge accordingly.<br>
<br>
<b>Apples and oranges, Bill. I should know what's
in a piano, even a Chickering from 1910 :-), and the dangers and risks and
possibilities. If I don't, my bad. If a string breaks, properly put in the
passive voice, since good technicians never break strings :-), I discuss the
situation with the client and charge accordingly. I'm responsible for the
restoration of the piano in major work, and cost accordingly. I'm not
responsible for the minor aches and pains of the household piano or piano owner.
</b><br>
<br>
</font><font face="Bookman Old Style" size="2">When I
am tuning and a string breaks, I charge for that. I didn't expect a
string to break, but I won't replace strings for free because I didn't
anticipate it happening. To me, it's the same in a rebuild
situation.<br>
<br>
<b>It's not the same at all. </b></font></div>
<div><font face="Bookman Old Style" size="2"><strong></strong></font> </div>
<div><font face="Bookman Old Style" size="2"><font color="#000080" size="4">Interesting. This may be semantics. Example: S&S Action
rails, covered in crud. I wouldn't necessarily put action rail
replacements in the initial estimate. Upon cleaning, discover rails have
fractures. Surprise. Though not precisely "the same," I do think
that both events could be classified "surprises," and I won't eat that
cost.<br>
<br>
<font color="#ff0000">First of all, we charge a good buck for "estimates", and we now do a very thorough look at the piano, including inspection of rails vs. crud. If we missed it, it's our problem. We'll look closer the next time. <br>
</font></font></font></div>
<div><font face="Bookman Old Style" size="2"><br>
</font></div>
<blockquote dir="ltr" style="border-left: 2px solid rgb(0, 0, 0); padding-right: 0px; padding-left: 5px; margin-left: 5px; margin-right: 0px;">
<div id="AOLMsgPart_2_bb5cd21a-5286-4c51-b074-a1008500f25b">
<div><font face="Bookman Old Style" size="2"><font face="Bookman Old Style" size="2"><br>
<b>We do neither. We give an estimate (proposal) for a rebuild and
the cost stands. Over time, we may have made extra on a job (man, I wish I
could remember when that was!), and we certainly have lost some money on a
job. But they balance out over time. </b><br>
</font></font></div>
<font face="Bookman Old Style" size="2"> </font>
<div>
<font face="Bookman Old Style" size="2"> </font>
<div><font face="Bookman Old Style" size="2"><font color="#000080" face="Bookman Old Style" size="4">I just prefer not to
depend upon the "balancing out" act. Just charge for everything, give
back an overage.<br>
<br>
<font color="#ff0000">See my response to David Love about this. The balancing out is so miniscule against the overall cost. </font><br>
</font></font></div>
<font face="Bookman Old Style" size="2"> </font>
<div><font face="Bookman Old Style" size="2"><font color="#000080" size="4"></font> </font></div>
<font face="Bookman Old Style" size="2">In my business, however, I
specifically have a clause in my contract that stipulates that there
are occasionally unseen issues, and if I can solve it within [X] %
of the estimate, I will proceed with the repair without any additional contact
with the client. Their signature on the contract is written
approval. If it exceeds [X] %, I will obtain additional written
permission before I proceed.<br>
<br>
<b>That's an interesting idea. I'm glad it
works for you. Personally, I've seen overage percentages on lots of different
kinds of contracts, and you know what? In almost all cases, the overage was
charged. Hmmm. Bad estimating? Probably not. Probably perfect estimating,
including the overage. We have done what we do for over 30 years, and the
losses balance the gains, but the real gains are in 1) client trust and
referral, and 2) our increased savvy at estimating and costing, what we
consider good business practices.</b><br>
<br>
</font></div>
<div><font color="#000080" face="Bookman Old Style" size="4">Hard to argue with
success. I do think 1) and 2) above can be achieved with other
methods.<br>
<br>
<font color="#ff0000">Better methods? Or other methods? I'm open to "better"! :-)</font> </font></div>
<div><font face="Bookman Old Style" size="2"></font> </div>
<div><font face="Bookman Old Style" size="2">Certainly, I think it behooves us
all to be very thorough in assessing pianos for rebuilding, and not just
writing a "form estimate" letting all the details be discovered at
teardown. But I think as long as we are conscientious and thorough
during our initial assessment, the infrequent surprises that surface should be
billed accordingly.<br>
<br>
<strong>How big a surprise will you hand your
client? A new keyboard because the keys turn to be too punky to rebush? A new
back action because you weren't familiar (I know <u>you</u> are) with Steinway
short-arm underlevers? Where do you stop? <br>
</strong><font color="#000080" size="4"></font></font></div>
<div><font face="Bookman Old Style" size="2"><font color="#000080" size="4">Good
question. I certainly agree, too, that having to call the client for
approval for more $$ doesn't breed confidence, regardless how much you may
warn, prepare, or otherwise educate your clients that it is a potentiality.
You've prompted me to do some looking. In the last three years,
I've only one contract that I had to exercise the overage clause. I
guess that means I'm estimating reasonably well. And, yes, I've had a
couple contracts that "came in under" and lead to a smaller final
billing. Either way, I think I'm succeeding reasonably well at 1) and 2)
above.<br>
<br>
<font color="#ff0000">I would venture that you're closing in on a "mature" business where the teeter-totter you're standing on (the fulcrum is your client) is always moving but more in balance. </font><br>
</font></font></div>
<font face="Bookman Old Style" size="2"><font color="#000080" size="4"></font></font></div>
<font face="Bookman Old Style" size="2"></font></blockquote>
<blockquote dir="ltr" style="border-left: 2px solid rgb(0, 0, 0); padding-right: 0px; padding-left: 5px; margin-left: 5px; margin-right: 0px;"><font face="Bookman Old Style" size="2"><font color="#000080" size="4">I think when it
comes right down to it, a variety of contract philosophies can work well
when the initial estimates are thorough and well-thought. </font>
<div><br>
</div>
<strong></strong></font>
<div><font face="Bookman Old Style" size="2"><strong>Simplicity says: create
situations from which you will learn. Thanks for your full response, Bill.
<br>
</strong></font></div>
<div><font face="Bookman Old Style" size="2"><font color="#000080" size="4">So I
guess you won't be adopting my strategy any time soon??
;-]<br>
<br>
<font color="#ff0000">Perhaps not fully, but it all goes into the stew, goulash, paella, whatever, it's tasty, smells good, and lasts for a long time in the fridge. :-)<br>
<br>
Paul<br>
</font></font></font></div>
<font face="Bookman Old Style" size="2"></font></blockquote>
</div>
<!-- end of AOLMsgPart_2_a31f6678-1433-48b1-a175-bd913bc29a0f -->
<div class="AOLPromoFooter">
<hr style="margin-top:10px;" />
More new features than ever. Check out the new <a href="http://o.aolcdn.com/cdn.webmail.aol.com/mailtour/aol/en-us/text.htm?ncid=aolcmp00050000000003" target="_blank">AOL Mail</a>!<br/>
</div>