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<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>Hi
Terry, </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>Great
subject for discussion. </FONT></SPAN><SPAN
class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff> I agree with
the other responses, i.e. having them try out another rebuilt piano, =
planting
seeds, etc. Doing the action work will give you the chance to =
demonstrate your expertise, and set expectations for the rebuilding job =
later.
</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff></FONT></SPAN> </DIV>
<DIV><SPAN class=817145808-30042004></SPAN><SPAN =
class=817145808-30042004><FONT
face="Tw Cen MT" color=#0000ff>The 'sales cycle' often has smaller =
steps to it
than we might think. </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff>Building trust with the client, and demonstrating that =
you have
their interests at heart is crucial. </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>Their
interests....define value. If they think refinishing is =
important,
they'll spend more money on it than other things. </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff></FONT></SPAN> </DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>The
sales stages are different, depending upon the customer. In =
this
case, you need to help the husband 'sell' it to the wife. ( As Guy =
Nichols
said).</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>Guy
also mentioned the excellent idea of 'planting seeds'. I =
think that
is one the best ways to generate this type of work. </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>It
allows you to maintain an air of impartiality, so you don't have to be a =
used
car salesman. </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>You can
suggest/plant seeds on every visit, but do it in such a way that you =
remain
aligned with the client. Remember that something is only valuable =
when a
paying customer thinks it's valuable. ( Yes, we all agree that =
there are
many valuable things that customers might not pay for, but WE pay for it =
with
our time and interest. Thus, the formula is still true.) =
</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff></FONT></SPAN> </DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff>Aligned, means that you understand their perspective, =
and can
state it articulately in English/lay terms. I just got an =
action
rebuilding job yesterday on a M&H grand, because the first tech was =
unable
to do this. The reality is: If you understand me =
(the
client)....I will equate that with technical =
competence.</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>The
other tech had also tried to sell a larger job that was really needed =
for this
particular client. </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff></FONT></SPAN> </DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>When
people realize that you care about their perspectives, they trust you =
with their
decision making process. Then you can offer rebuilding =
scenarios for
them to choose from. I always offer different levels =
of
refinement for them to choose from, any of which would be a =
sensible
'upgrade path' to take. </FONT></SPAN></DIV>
<DIV><FONT face="Tw Cen MT"><FONT color=#0000ff><SPAN
class=817145808-30042004>In selling an action job to the client, I =
still have
the option of selling her a rebuilding job later, when her =
pinblock fails.
But for now, doing the action is a sensible first step, and she can see =
the
value of it. </SPAN></FONT></FONT></DIV>
<DIV><FONT face="Tw Cen MT"><FONT color=#0000ff><SPAN
class=817145808-30042004></SPAN></FONT></FONT> </DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>Then, I
want to be careful to constrain those 'levels of refinement' or =
'rebuilding
scenarios' with my own technical/professional needs. And, I'm very =
open
about that to the client. For example: I don't offer =
them the
option of all new bridges, without restringing. It wouldn't =
make
sense. And, I tell the client, "...even if you wanted to spend that =
money, I
wouldn't take the job because you would not be properly served in the =
process".
</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>But,
because I've built trust, and remained in alignment with their =
perspectives,
they trust my advice now. </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff></FONT></SPAN> </DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>Most of
all, you can not bargain from a position of weakness. The more =
work we
have booked, the easier it becomes to ask for more money.
</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>The
more seeds you plant, in this manner of building trust and staying =
aligned, the
more work will sprout. The more seeds you plant, the less time you =
have to
get frustrated with a single client. The more seeds you =
plant, the
more you can profile clients, and recognize the exact level of services =
that
they would find valuable. Then, you can pick and choose =
the
work you want to do, gradually increasing the quality of pianos and =
amount of
money. </FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff></FONT></SPAN> </DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff></FONT></SPAN> </DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT" =
color=#0000ff>Brad
Smith, RPT</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff>Bedford, NH</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004><FONT face="Tw Cen MT"
color=#0000ff>USA</FONT></SPAN></DIV>
<DIV><SPAN class=817145808-30042004></SPAN><FONT face="Tw Cen =
MT"><FONT
color=#0000ff> <SPAN class=817145808-30042004></SPAN><SPAN
class=817145808-30042004></SPAN></FONT></FONT></DIV>
<DIV><SPAN class=817145808-30042004></SPAN><FONT face="Tw Cen MT"
color=#0000ff> </FONT><FONT face=Tahoma size=2>-----Original
Message-----<BR><B>From:</B> pianotech-bounces@ptg.org
[mailto:pianotech-bounces@ptg.org] <B>On Behalf Of =
</B>Farrell<BR><B>Sent:</B>
Thursday, April 29, 2004 12:04 PM<BR><B>To:</B>
pianotech@ptg.org<BR><B>Subject:</B> Rebuild Sales =
Approach<BR><BR></FONT></DIV>
<BLOCKQUOTE dir=ltr style="MARGIN-RIGHT: 0px">
<DIV><FONT face=Arial size=2>I've been servicing a =
1920s S&S L for
five years. It plays like a truck, has loose tuning pins, dead bass =
strings,
false beats and a dismal killer octave section. The owner knows the =
action is
toast and wants it rebuilt. However, his wife has commented on how =
nice it
sounds since Mr. Patchemup restrung (totally rebuilt, of course) =
the
piano some thirty years ago. For some reason I am hesitant to try =
and
sell the whole package - which it definitely needs if the piano is to =
perform
like it should/could.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Any recommendations on how to =
approach this
without sounding like a used car salesman?</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>He has already told me he wants to do =
the action
after he moves this summer (to a condo on the bay - as in no $$ =
troubles
here).</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Thanks.</FONT></DIV>
<DIV><FONT face=Arial size=2></FONT> </DIV>
<DIV><FONT face=Arial size=2>Terry
Farrell</FONT></DIV></BLOCKQUOTE></BODY></HTML>