Hi all- I write a monthly column (Ron's ramblings) for our chapter newsletter in Chicago. Here is one approach to phone reminders: Ron Koval Ron's Ramblings The telephone - friend or foe? I'll admit to having a love/hate relationship with the phone. I hate calling people, yet love the business it brings. It's not all business related; I just don't like to talk on the phone. But, since it IS easier to take care of an existing client's piano than to always work at pitch adjusting the pianos of new clients, I decided early on in my career to develop the skills to hold on to as many clients as possible. Also, having a method to reach clients gives me more control over how much business I have, as well as where I'll be driving in any given week. The following may not help you this year, but it's an easy way to increase repeat business for next year. Most tuners don't want to be salespeople. They are uncomfortable with the idea of phoning clients to make reminder calls. It feels like an intrusion, or being pushy. Yet, when there is a message on your machine that someone wants their piano tuned, do you feel intrusive, or that you are being pushy by returning their call? No?! Why? Because you have the client's permission to call to schedule an appointment. You are helping them get what they want. My system works on that same principle, mainly that I will call because I have the client's permission. At a first tuning appointment, I am usually asked how often they should have the piano tuned. (bring it up if they don't) This is the opportunity to get their permission for a call at a later date. Use your judgement to suggest a time (and here's the kicker) and then say "what I can do, if you prefer, is to add your name to my reminder call list." Most people jump at this added service. For existing clients, you could just tell them that you are doing something new, and if they want, you could put their name on your calendar to call at the appropriate time for the next service. So, now it's time to make that call, and you're nervous... Remember, you've already got their permission, they WANT YOU to call THEM, to keep their piano in tune. It's your job to make it easy for both of you. Give them choices, and if they don't want a tuning, get permission to add their name to another month, or ask if they want to be removed from your call list. Keep the call short, and to the point, otherwise you will be spending too much time on the phone. A sample one-sided conversation follows. **smile** (they can sense your fear) "Hi, this is Franz Mohr, your piano technician. Your name came up on my list of people to schedule tunings with this month. Would you prefer a day, or evening appointment?" (before lunch, after lunch - night or weekend... give them two choices that work for you) "Day? Ok, let me check my calendar, I see that I could come out there either Friday at 11, or next Wednesday at 3." (again, with the choices.) "Great!, that's Friday, the 15th, at 11:00 am. And you are still at 123 Main street? I'll see you then." Quick, easy, to the point. What if they say they can't do it now? Answer "Oh, that's fine, what month would you like me to call you then?" (Actually the better business method would be to give them two choices here... but just stay silent until they answer.) "Ok!, I'll talk to you then." Or, if they can't come up with a time, then you can say "Would you rather I just wait for you to call me?" Then you know to take them out of your active file, and expect a call sometime in the future, when you can pitch-raise their piano all over again! Don't let your clients slip away, and your business WILL grow...
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