<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <html xmlns:o="urn:schemas-microsoft-com:office:office" = xmlns:w="urn:schemas-microsoft-com:office:word" = xmlns="http://www.w3.org/TR/REC-html40"> <head> <META HTTP-EQUIV="Content-Type" CONTENT="text/html; = charset=us-ascii"> <meta name=ProgId content=Word.Document> <meta name=Generator content="Microsoft Word 10"> <meta name=Originator content="Microsoft Word 10"> <link rel=File-List href="cid:filelist.xml@01C60AD2.0DB69FC0"> <title>Message</title>  <style>  </style>  </head> <body lang=EN-US link=blue vlink=purple = style='tab-interval:.5in'> <div class=Section1> As David and others have said it is primarily a matter of confidence. I remember in the early days sweating = how to explain to the customer that they were going to have to pay extra for a = new string. Now I charge three times as much for a string as I did then and = it is never a problem. Of course I break fewer strings now as well. = <o:p></o:p> <o:p> </o:p> I tell them that if a string is = going to break it is most likely to break during tuning since that is when it is = bound to see its greatest stress load. It could have been any one of the = faults David listed, but it will happen when the string gets the extra stress load of tuning. <o:p></o:p> <o:p> </o:p> Another factor is when I first = started tuning my customer’s tended to be lower on the food chain than the customers I have now. I was underpriced and = I attracted customers who were very price conscious and who thought tuning = once every 20 years was adequate. That kind of clientele is going to be more suspicious of upsells. = <o:p></o:p> <o:p> </o:p> Bottom line: be confident of your = skills, develop a smooth pitch on the reasons for string breakage, don’t undercharge.<o:p></o:p> <o:p> </o:p> <div> Dean<o:p></o:p></fon= t> Dean May       &nbs= p;     cell 812.239.3359<o:p></o:p> PianoRebuilders.co= m   = 812.235.5272<o:p></o:p> Terre Haute = IN  = 47802<o:p></o:p> </div> <o:p> </o:p> -----Original = Message----- From: = pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org] On Behalf Of Geoff Sykes Sent: Tuesday, December = 27, 2005 12:23 AM To: Pianotech@Ptg. = Org Subject: How to sell a = broken string <o:p> </o:p> <div> Greetings all, and happy = holidays to everyone --<o:p></o:p> </div> <div>  <o:p></o:p> </div> <div> I had such great success = with my last question that I thought I would post a second one. (I have a = third one coming in a couple of days.)<o:p></o:p> </div> <div>  <o:p></o:p> </div> <div> Broken strings happen! = Sometimes you can see the precursor evidence that indicates strings MAY break, but = there really is no way to know for sure that it may until it = does.<o:p></o:p> </div> <div>  <o:p></o:p> </div> <div> When a string breaks, how = do you explain to your customer that it wasn't your fault? Naturally this may = be a little easier with established customers with whom you = have developed some trust. But what about those first time customers? The ones to = whom you may have already had to explain the concept of pitch adjustment and = stability, and that subsequent additional charge. How do you explain the situation, = either before or after the fact, so that they will not only pay for = the repair, but also (hopefully) call you = again?<o:p></o:p> </div> <div>  <o:p></o:p> </div> <div> Bonus question: What = measures do you take, beyond being careful and crossing your fingers, to help prevent string breakage?<o:p></o:p> </div> <div>  <o:p></o:p> </div> <div> -- Geoff = Sykes<o:p></o:p> </div> <div> -- Assoc. Los = Angeles<o:p></o:p> </div> </div> </body> </html>