lessons learned

[Mike Kurta]

    Yep, if you see any plastic on an older piano by all means DO alert them
to the possibility of part failure.  Often the tuning process subjects the
piano to stresses that 82 year old Aunt Matilda would never exert.  Much
like you warned the customer about string breakage.  And don't discount your
price for replacing strings or anything else.  After all, you didn't make
the piano, and the part would have broken no matter who serviced it.  You
just happened to be next.  Glad I could help, I'm sure others will post
their opinions also.
    Mike
----- Original Message -----
From: "Charles Neuman" <piano@charlesneuman.net>
To: <pianotech@ptg.org>
Sent: Sunday, July 13, 2003 5:26 PM
Subject: Re: lessons learned


> Mike Kurta wrote:
> >     Hi Charles:
> >     No, No, No, don't say those statements, don't even think that way.
> > First and foremost, protect yourself by pre-conditioning the customer by
> > educating him or her...
>
> Thanks Mike,
>
> That's just the kind of thing I was looking for. Would you recommend
> educating the customer in this way before doing just a tuning? Suppose
> nothing is broken (yet), and you fear that some elbows will break during
> the tuning.
>
> I have successfully gotten through the "a string failed" speech, and I
> purposely gave a low price to replace it to show that I wasn't making it
> up. But I think in the future I would consider explaining "a string might
> fail" BEFORE doing a large pitch raise. That way, a customer CHOOSES the
> pitch raise, fully knowing all the risks. Then I would feel more
> comfortable charging a more apropriate rate for a string replacement.
>
> Thanks for the tips. This is really helpful.
>
> Charles Neuman
> PTG Assoc, Long Island
>
> _______________________________________________
> pianotech list info: https://www.moypiano.com/resources/#archives