Piano Sales Forces...Roger!

[btrout@desupernet.net]

Hi Roger,

If you don't mind me asking, I'd really like to know how you got started.  From
what you say about your business practices, I think you're definately on the right
track.

I know it's a big question, but I have a feeling that several people on this list
are thinking similar things.  How does one get started, and grow a business like
what you speak of?   My present employer bought his way in (worked there for a
number of years, outlived the owner, then bought the business from the widow...).
There's another business here in town that has started from the ground up,
starting with a few used pianos and working their way up to a full showroom and
several new lines.  There may be other ways I'm not thinking of too.

I'd sure like to hear your thoughts!

Thanks Roger.

Brian Trout
Quarryville, Pa.

Roger Jolly wrote:

> Hi Bill,
>          This has been an interesting thread as usual. Many times I have
> posted to the list that Piano makers, retailers, teachers and piano techs
> are all part of the same industry, and the sooner we ALL work together, for
> the common good of the consumer the richer we will be.
>
> Our stores are the dominent force in our market place, with the lions share
> of all new retail sales. We got into this position by attention to detail
> and honest dealing.  All pianos that go through our operation have all
> screws tightened, strings seated, hammers mated to strings, regulated,
> tuned and voiced. before delivery. 30-60 days after delivery the piano is
> retuned, and completely checked and adjusted as required.
>
> Sales staff are supposed to check all floor stock weekly for tuning or
> problems, and have rectified as required. You cannot be successful over the
> long term if you floor stock is in poor condition. Popular models like
> Baldwin Hamiltons, we will voice some bright, medium, and dark, and let the
> consumer make a free choice. Use Ptg Lit to give with sales lit, as this
> helps to cut through much of the BS in the market place.
>
> The best sales force that I have, is the many piano techs and music
> teachers that recommend our store as the place to do business. So net work
> with them. Listen to them and go the extra mile to help solve there problems.
>
> Our recital space is free to any teacher in the area, each Christmas and
> spring at least 1500 students perform in our facility. We try to run at
> least one formal weekend technical per year for the piano techs, and my
> time is made availiable to all techs in the area at no charge if they have
> problems. With in reason I don't argue with their assessment of warranty
> claims. I like to think of this as a win win situation. Both groups is the
> cheapest and most valuable advertising that I have. I look at these people
> as partners and treat them as such.
>
> I have lectured on this subject to both piano techs and dealers many times,
> what stikes me as obvious, and essential to growth. Many find difficult to
> comprehend. Walk a mile in the customers shoes, and many of your answers
> will become simple.
>
> If you would not accept a product into your own home, why should your
> customer?
>
> If you are devoting much of your time with retail, find the best techs in
> the area to work with. You need  to look at several things. Tuning
> quality,reglation and trouble shooting ability, and by no means the least,
> customer relations, if you technicians do not have a very high customer
> loyalty and retentiion factor, they will not assist you in growing a retail
> business.
>
> In the last few years I have gradually retired from the retail side of our
> operations, and am indulging myself in my passion, working on pianos. And
> trying to improve my skills. Not that I will ever be satisfied, with any
> piano or myself, that's the nature of our business.
>
> Clear as mud!!!!!!!!!!
>
> Roger