Zen Reinhardt wrote: > > > What I'm interested in knowing about is how people balance job "efficiency" > with the customer's sense of "getting their money's worth." > > .- This is a good question. Once, I responded to a customer's call for help: an older Steinway grand that needed an immediate pencillectomy so that her child could return to practicing. I came out that afternoon and removed the fallboard without dropping the cheekblocks on the hardwood floor. Meaning that this was not a user serviceable area of the piano. If they had an early Kawai or something with an easily removable fall, I would have told them over the phone what to do and save them the service charge. After retrieving the pencil and replacing the case parts, I handed her a bill for $25, which I thought was very minimal, and she was noticeably taken aback, like, "I'm a regular customer and you're going to charge me for this?" She paid the bill and I haven't tuned her piano in several years. Since that time, I let people know that if I make a special trip, there is a minimum charge but if they can wait until I'm in the area, I'll do it for free. Also, while I'm there, I'll give the instrument a quick check and touch up the unisons if any are out (piano tuned recently) or discuss with the owner the need for tuning, regulating or repair. Another thing I learned the hard way. Tom -- Thomas A. Cole RPT Santa Cruz, CA
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