<!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 5.50.4807.2300" name=GENERATOR> <STYLE></STYLE> </HEAD> <BODY bgColor=#ffffff> <DIV><FONT face=Arial size=2></FONT> </DIV> <BLOCKQUOTE dir=ltr style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; = BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px"> <DIV style="FONT: 10pt arial">----- Original Message ----- </DIV> <DIV style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: = black"><B>From:</B> <A title=mathstar@salemnet.com = href="mailto:mathstar@salemnet.com">Alan R. Barnard</A> </DIV> <DIV style="FONT: 10pt arial"><B>To:</B> <A = title=pianotech@ptg.org href="mailto:pianotech@ptg.org">pianotech@ptg.org</A> </DIV> <DIV style="FONT: 10pt arial"><B>Sent:</B> Saturday, August 31, 2002 = 12:26 PM</DIV> <DIV style="FONT: 10pt arial"><B>Subject:</B> Potential = Customers</DIV> <DIV><BR></DIV> <DIV><FONT face=Arial size=2>I'd like the list to share ideas = about this:</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>Telephone call: "How much do you = charge to tune a piano?"</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>1. If it is obvious from the = conversation that a pitch raise or other work will be needed, do you talk about charges = beyond the standard tuning?</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>    I will quote my = price right off, and if I hear a long silence, I'll then mention that often pianos = that havn't been tuned in some times need a pitch raise, mentioning that = there is no extra charge for this service.  (My base price takes into = account the occasional PR).  I'll also tell the customer I don't charge for = mileage, and if I feel its necessary, I'll tell them the first service = includes a complete evaluation of their piano at no = additional charge. If any additional work is needed, I indicate that I'll be able to tell them = what a repair will cost when I see what is needed to fix it, and that they will know ahead of time the charge for any additional = repairs.  If by then they havn't committed to an appointment based on my = fee, I probably don't want them as a customer anyway, as they are only = shopping around for a cheap price.  I'd rather have a customer become a = regular because of the quality of my work and a friendly, informative manner = than a low price.  Price shoppers often have little loyalty and will = leave you as quickly as they came for a lower figure.</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>2. If you have a reeeeally = incompetent bozo 'tooner' in the area (armed with a tuning hammer and electronic guitar tuner and literally does not know the meaning of the terms = temperament, tempered tuning, inharmonicity, etc.) do you try in any = way to steer the caller away from that person?</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>    No, No, No.  = I never bad mouth another in the business.  His/her work will speak for = itself whether good or bad.  Its not professional to talk in any but a = positive way about a competitor, and if you can't be truthfully positive, say nothing.</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>3. What "techniques" do you use to = try and secure the business?</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>     A few simple = rules apply here.  Be courteous, friendly and professional both on the phone = and in person.  Take the time to explain to the customer (if they show = interest) about their piano.  Always be truthful and keep your promises, no = one likes surprises especially where money is concerned.</FONT></DIV> <DIV><FONT face=Arial size=2>    Good questions = Alan, I'll bet you get a lot of responses to this one......</FONT></DIV> <DIV><FONT face=Arial size=2>    Mike = Kurta</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></FONT> </DIV> <DIV><FONT face=Arial = size=2></FONT> </DIV></BLOCKQUOTE></BODY></HTML>