free tunings

[ilex cameron ross]

Carol -
i think maybe he's talking less about the actual "free tunings" and more
about cutting people breaks, doing free services, giving away work, etc. i
don't think any of us would DO the "free tunings" if it wasn't at least a
partial guarantee for return customers. at least, that's my take. but then,
i already do these things you're suggesting, and have found that more than
anything communicating with the client and explaining things to them means
worlds more than just a fine tuning. a lot of people don't even know what a
fine tuning sounds like, but everyone likes to feel important.
-ilex

}-----Original Message-----
}From: pianotech-bounces@ptg.org [mailto:pianotech-bounces@ptg.org]On
}Behalf Of Carol Beigel
}Sent: Tuesday, September 21, 2004 12:13 AM
}To: pianotech@ptg.org
}Subject: free tunings
}
}
}To David especially, I have a few suggestions to make
}concerning getting customers to call YOU when the free
}tunings are completed from the dealer.
}
}First of all, that free in-home tuning after someone
}has purchased a piano is not really just an appointment
}to tune a piano - it is a fantastic business
}opportunity for you to get a client!  I doubt most
}people will notice or appreciate your technical skills,
}but what they WILL remember is whether or not you
}seemed interested in them and their piano.
}
}Did you dress nicely?  Did you smile and comment how
}nice the piano looked in their home?  Did you ask them
}how they liked the piano or if there were any problems?
}Did you ask their kid to play a song for you after you
}were finished?  Did you leave any literature about how
}to take care of the piano?  And most important, did you
}not agree to send a post card reminding them when their
}next tuning should be done, say in 6 months!!!  Those
}should have been your parting words.
}
}If you consider that being a successful business man
}piano tuner is 90% customer care and 10% technical
}stuff, then you might have better odds of keeping the
}customer.  I will say that the "show" is far more
}important than any unseen work you might have done.  If
}any extra work is needed, bring them into the room and
}SHOW them what you are doing!  It makes for great
}entertainment as most people have never even seen the
}inside of a piano, and are totally fascinated the thing
}even comes apart in the first place!
}
}I think people are totally  wowed by electronic tuning
}devices. The combination of those little red lights, or
}rotating circles, combined with your wearing a tie,
}watching a kid play a song, and driving a clean car are
}no match for an unknown tuner unless their prices so
}undercut you, that they probably give poor service and
}will call you back anyway when they get disappointed
}with the sound and playability of their piano.
}
}When I was a kid, I was the one who stayed home to let
}the piano tuner in the house.  If I didn't like the
}guy, I would tell my Dad and he would find someone
}else.  Our tuner never joined the guild, but he wore a
}beret and drove a red Porche!  He even let me rumage
}through his tool bag and gladly answered any question I
}ever had.  Of course I was happy with his service!  My
}Dad was happy because he thought the piano sounded good
}and played crisply.  The guy before him however, came
}out and said something I perceived as uncomplementary
}about the brand of our piano, so we never called him
}back.
}
}Just remember, building your business is more "show"
}than competence; keeping your busness is paying
}attention to detail and being competent!
}
}Carol Beigel, RPT
}26 years in the business
}
}
}_______________________________________________
}pianotech list info: https://www.moypiano.com/resources/#archives