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<DIV><FONT face=Arial size=2>Hi all,</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT id=role_document face=Verdana color=#000000 =
size=3><FONT face=Arial
size=2>Perhaps you could take a lesson from the scientific =
community.
Scientists are busy people. They like to keep abreast of what =
is
going on in research in their larger field, but they often don't want to =
know
the blow-by-blow details. On the other hand, they are intensely =
interested
in EVERY detail of research taking place within their =
micro-specialty.
Scientific papers are uniformly structured with an abstract up front, a
conclusions section at the end, and the meat of the study =
inbetween. This
format accommodates everyone who picks up the paper. Scientists =
who have
only a cursory interest in a study will read the abstract =
or conclusions
first. If that section piques their interest, then they'll usually =
read
the other section next. If the study looks germain to their =
research
interests, they'll then launch into the paper with attention to
detail.</FONT></FONT></DIV>
<DIV><FONT face=Verdana color=#000000 size=3><FONT face=Arial
size=2></FONT></FONT> </DIV>
<DIV><FONT face=Verdana color=#000000 size=3><FONT face=Arial
size=2>Informational pamphlets can be effectively structured the same =
way.
Have some easily identified summary section with bullet points, probalby =
in
large, bold print. Have each bullet point lead to an easily =
identified
paragraph/section pertaining to that point. In this way, the =
customer can
extract however much or little info he/she wants.</FONT></FONT></DIV>
<DIV><FONT face=Verdana color=#000000 size=3><FONT face=Arial
size=2></FONT></FONT> </DIV>
<DIV><FONT face=Verdana color=#000000 size=3><FONT face=Arial =
size=2>When
talking with a customer, perhaps y'all can simply ask the customer how =
much
detail they want. That is, "Do you want the long story =
or the
short story?" Perhaps the same approach can be taken to feel out =
the
direction you should take with the entire service call. After =
you've made
a broad, general assessment of the piano, perhaps you could ask, "What =
are your
objectives today? Do you want me just to do the minimum work to =
tune the
piano and then go, so that you can move on with your other =
appointments?
Do you want me to do the extra work to tune this piano to concert =
pitch, so
that it is in tune with other instruments? Would you like to to =
discuss
other ways I can improve the performance of your piano? Would =
you
like to discuss installation of a device that would help preserve and =
maintain
your piano?" If you were dealing with *me*, I would be very
appreciative that you offered me options and that you didn't pressure me =
one way
or the other -- that you just accepted my answer, without protest, and =
did the
work that I asked of you. But that's just me, and I do admit that =
I'm not
an ordinary person. <shrug></FONT></FONT></DIV>
<DIV><FONT face=Arial color=#000000 size=2></FONT> </DIV>
<DIV><FONT face=Verdana color=#000000 size=3><FONT face=Arial
size=2>Peace,</FONT></FONT></DIV>
<DIV><FONT face=Verdana color=#000000 size=3><FONT face=Arial
size=2>Sarah</FONT></FONT></DIV>
<DIV><FONT face=Verdana color=#000000 =
size=3> </DIV></FONT></BODY></HTML>