<!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 5.50.4134.100" name=GENERATOR> <STYLE></STYLE> </HEAD> <BODY bgColor=#ffffff> <DIV><FONT face=Arial size=2>Comments below ...</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 give the customers a = ballpark range for the first time I meet their pianos.  The lower number is the = minimum charge, and the upper number is assuming a 2-hour service call which = might include pitch correction, minor repairs, regulation or voicing = touch-up, etc.  Customers are usually pretty pleased if the service call = ends up being less than 2 hours and are willing to pay for work beyond the = basic tuning.</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>+  Every area has at least one = of these.  If a customer asks me if I know this individual, I might = give a non-answer indicating that because piano work is basically a solitary operation, I really have no real reason to know first-hand = "Bozo's" level of competency.  If the customer tries to press the = issue, my advice is usually to attend a performance that "Bozo" tuned = for [if they can find such a phenomenon].</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>+  Then comes the next = question.  "Why do you charge so much?  "Bozo" only charges $ to tune."  = That's cool.  "Bozo" knows what to charge for the level of service rendered.  If you know people who have hired "Bozo," ask = them to tell you more.  If not ... well, you're always free to find out = for yourself.  [Let them decide what matters most -- quality or price.]</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>+  Sometimes the discussion can = get quite colorful, with much back-and-forth about how much they think you = might "need" their business.  There are some customers whom I swear are = "professionals" at demanding top-flight service at discount-warehouse = prices, and have a track record of getting good service people to "cave in" to = their demands.  No, I don't need that kind of business and may say = something to the effect that "there are reasons why I charge what I will for = service, and I have plenty of business even as we speak."</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>+  Listen.  Listen!  LISTEN!!  Find out what the customer hopes to get from the = piano.  Pay particular attention to the house pianist(s) regardless of the age = or years of experience.  Even if no house pianists are present while = you're servicing the piano, find out what you can about them, what kinds of = music they like, whether or not there are performances coming up (recitals = at the teacher's studio, church, school, etc.).</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>+  Treat all members of the = household with respect.  That includes the pets, and yes, even the plants.  = Early in my career, I was often hired back because the dog was relaxed = around me (and therefore quiet), or the cat would come out of hiding (and = therefore less likely to leave rude surprises out of nervousness).  I maintained = a good working relationship with a customer until they moved out of the area = because I knew something about caring for certain houseplants.  There are = some customers out there for whom this kind of stuff is more important than = your technical abilities ... and they are the ones most likely to freely = give word-of-mouth referrals.  These are the people who will help keep = you in business and out of the price wars as you go about honing your = technical skills. </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>Alan R. Barnard</FONT></DIV> <DIV><FONT face=Arial size=2>Salem, MO</FONT></DIV> <DIV><FONT face=Arial size=2></FONT> </DIV> <DIV><FONT face=Arial size=2>+  Z! Reinhardt  RPT<BR>Ann = Arbor  MI<BR><A = href="mailto:diskladame@provide.net">diskladame@provide.net</A></FONT><= /DIV></BLOCKQUOTE></BODY></HTML>