Overcharge?

[Mike Masters]

Susan Kline wrote:
> 
> Dear Dick,
> 

> I, personally, do not insist upon another tuning in a month, though I'm sure
> opinion varies. I tell people that they should call me in six months, or
> whenever the piano starts to bother them, whichever is sooner. It is up to
> them whether they call me or not ... 
> >
> >
Dick,
	As among the many good responses I've seen so far. This is one point I 
agree with Susan on. Not trying to be egotistical or anything (probably 
woorking on new Baldwins with extra-extra tight pins helps this.) I 
don't need to see the piano in a month or so. even after a 100c + raise 
in pitch. I have gone back to do a touch up for no charge when I was 
much younger and less experienced(technical and business wise), and even 
then, after a month there was not much to touch up, maybe a couple of 
unisons. But the customer always, always says the piano sounds good to 
them. (like they know, most of them anyways) I have people tell me all 
the time the only reason they have their piano tuned is because I say it 
needs it every 6 mos. (The PTG marketing tools also are BIG help.)
	Getting off on a thread here, brings up the latter part of Susans 
reply. How are most techs, handling their calls and scheduling. One of 
the things that I learned from potter school of tech. was entitled how 
to get your customers and keep them. I have, since the beginning of my 
business Jan 96., sent out HANDWRITTEN reminders on nice musical 
stationary. Very time consuming, I know. But get this. I have a client 
base of just over 500. and I am managing to see 20 pianos a week for 
tuning. 5 a day 4 days a week, 1 - 2 days shop. I think the reasons why 
I have had success is my good lo... is educating the customer on first 
contact about the importance of having your piano tuned regularly (as in 
a minimum of twice a year.) All manufacturers recommend at least twice a 
year. We all know the reasons why. Make sure you tell your customer why, 
and while your mentioning relative humidity, bring up Dampp-Chaser, and 
with their new video, WOW. Also to go along with all the info in the 
Client Care Package is a the hand written reminder. this is the selling 
point for me. I get about 75% response with a follow up call to schedule 
a tuning within 2 weeks after mailing the reminder. I remember back to 
the beginning and thinking how I cant wait to hit that 1000 or 1500 
pianos in a year mark. It happened much faster than I was expecting. I 
know of technicians who have a computer spit out names as labels and 
affix the labels to a small post card type reminder (usually xeroxed 
construction type paper) and still only work on pianos part time with a 
1500 - 2000 client base. I couldn't even imagine.
	I'm not saying that this is the best way to get and keep your 
customers, but I've had awfully good response from it. I would be 
curious as to how other techs are doing and what marketing methods you 
might be using.

Mike Masters
Masters Piano Service
Lakewood, OH