Petrof keyslip

[Dean May]

What you need to keep in mind, Ron, is not everyone thinks like you do. Lots
of people are very happy to pay to have their pianos vacuumed out, for
example, even though you and I know that is strictly cosmetic. If you don't
offer them that service, when doing it would make them happier, how is that
really servicing the customer?

Dean

Dean May             cell 812.239.3359
PianoRebuilders.com   812.235.5272
Terre Haute IN  47802

-----Original Message-----
From: pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org]On Behalf
Of Ron Nossaman
Sent: Friday, June 18, 2004 3:58 PM
To: Pianotech
Subject: Re: Petrof keyslip


>  The key is to treat the client like you want to be treated: with
> respect, humor, and interest.

This is precisely what I do, which is why I will bring performance and
longevity issues to their attention, and refrain from pushing (trolling)
services that will do nothing for the instrument, like cleaning and
polishing. When I hire work done, I'm not interested in someone running up
a bill on eyewash items having nothing to do with my reasons for hiring
them in the first place. I don't like package deals because a portion,
often a major portion, of what you're buying is always "filler". I tend to
pass on the hot wax and chrome oil pan when what it needs is spark plugs.
If I ask for hot wax or chrome, that's different. If they ask, I'll clean
it. I consider respect for my customers to include not trying to push
something on them that they don't need, and won't improve the performance
of their instrument, simply because I can transfer money from their pocket
to mine doing it. I expect, but rarely get, the same consideration from
those I deal with for service. That's probably one reason I'll never be
rich unless a solid platinum meteorite the size of a refrigerator lands in
my back yard.

Going out to watch the sky now...

Ron N

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