New Question re: Potential Customers

[Alan R. Barnard]

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Excellent, thank you.  Alan
  ----- Original Message -----=20
  From: Wimblees@AOL.COM=20
  To: pianotech@ptg.org=20
  Sent: Saturday, September 07, 2002 2:17 PM
  Subject: Re: New Question re: Potential Customers


  In a message dated 9/7/02 6:14:43 PM !!!First Boot!!!, =
mathstar@salemnet.com writes:=20



    I've noticed several references to sending out reminder cards, etc.=20

    I have been calling people when it's time (or when I think it's =
time) to=20
    tune. Sometimes I get put off indefinitely or vaguely--they think =
the piano=20
    sounds fine or don't want to spend the $, I suppose.=20

    This feels like I used to when I sold insurance and called to set=20
    appointments ... I don't like the feeling BUT I just think there =
would be=20
    more procrastination and forgotten schedules if I leave it to the =
customer=20
    to call--also more pitch adjustments to deal with, etc.=20

    Your thoughts?=20




  We've talked about this a couple of times in the past. But it never =
hurts to talk about it, especially since we have a lot more newbies on =
the list.=20

  The need for piano tuning is like the need to get your teeth cleaned. =
6 moths or a year goes by in a hurry. And just like your teeth, it is =
difficult to realize something has gone awry, since it happens so =
gradually. That is why a gentle reminder is not a bad idea.=20

  But, as Alan said, customers don't always respond to a cold call. Most =
of the time customers hang up without really listening to who you are, =
or what your are trying to "sell" them, because to them, you're just =
another phone solicitor.=20

  That is why I send out reminder post cards. There are some available =
from the home office, or you can make your own. The reminder card is a =
non invasive way to let your customers know that it has been 6 months, =
or a year, since you were there, and that it is time to get the piano =
tuned again. (I send out reminder cards for 4 years. It's amazing how =
many people call you even after 4 years, not realizing it's been that =
long). The post card allows them to schedule an appointment at their own =
convenience, whenever they want to get around to it. You will find that =
they are much more receptive to having you in their house when they have =
invited you, than when you have asked them for the appointment.=20

  It is also a time saver for you. I used to call my customers. I even =
sent them a post card telling them I was going to call them. Then one =
year, over a six month period of time, one month I sent out a post card =
telling the customer I would call them, and then the next moth, I asked =
them to call me. After six moth, there was no significant difference in =
my income from one month to the next. Basically,  I was getting the same =
number of appointments during the months I was calling customer, as when =
I was asking them to call me.=20

  That was about 20 years ago, and I have never called a customer to ask =
them to get the piano tuned. They always call me, and I'm saving about 3 =
- 4 hours a week to do other things. The other advantage to the post =
card is that it will get put on the refrigerator door, and it will stay =
there for months. I have gotten phone calls from customer who got the =
reminder card 4 or 5 months before. It's also great free advertising. =
That post card on the refrigerator will get seen by friends and family =
members. And when it gets sent to churches and schools, the secretaries =
and other staff members often see the reminder cards.=20

  For the little amount of money the post card cost, they are a great =
way to build up your clientele.=20

  Wim=20



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