customer call backs

[richard.ucci@att.net]

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Hi Dean and Carol,

Good stuff!!
I started taking a digital photo of every piano tuned,and sending it to them about a week before they were due based on the appointment we made at the last tuning. They love getting a picture of their piano in the mail.

I use a website called amazingmail.com that does it all. Cost is $1 including postage.

I still follow up with email, and phone on Sun. nite 7-9

Rick Ucci/Ucci Piano 

-------------- Original message from "Dean May" : -------------- 

> Great points, Carol! 
> 
> Four years ago I started collecting email addresses from my clients. Lots of 
> people have them. I explain we like to send an email reminder as it is less 
> intrusive than a phone call, and they are all for it. 
> 
> When I first started out, all I did was phone call reminders. It works 
> really well, but does take some work. I used a flat file database (several 
> different ones over the years, starting with SuperBase on a Commodore 64!). 
> When entering the customer's record I enter the date of the most recent 
> tuning and also the callback/reminder date (ex: 200410 for October of 2004), 
> When October rolls around, I print out all the records that are less than or 
> equal to 200410 sorted by zip code. This gives me everyone due for October 
> and all those overdue grouped together by neighborhood/city. Then I make my 
> calls with pen in hand. If they say call back in 4 months, I mark up the 
> printout for 200502. If they say, we'll call you when we are ready, 
> depending on their attitude/tone of voice/or my previous experience with 
> them I'll mark them up as due for 12-24 months from 200410. If they say call 
> back next month, I just leave it alone as I know it will automatically come 
> up on next month's list. Then before I print out next months callback list, 
> I update all the records using my marked up list. 
> 
> After I started collecting email addresses I added sending the email 
> reminder. For those reminders I only choose the records that are due for 
> this month. I don't want to be sending emails every month and be a nuisance. 
> I extend an offer for a $4 discount if people set up their tuning by email. 
> And people really take advantage of it. I use Word to mail merge all the 
> personal details. Word allows you to merge to electronic mail. 
> 
> About 3 years ago I started using post cards as well. For those records I 
> choose all those due for 200410, plus those overdue whose due months are 
> October or April (e.g., 10/04, 4/04, 10/03, 4/03, 10/02, 4/02, etc). This 
> strategy gives everyone overdue a postcard every six months. I include the 
> $4 discount offer on the postcard if they respond by email. Since I started 
> doing the postcards I've scheduled tunings for clients I hadn't heard from 
> for 5-10 years that I had written off. We must remember that lots of people 
> don't care that much about their pianos. But if they are reminded that it 
> has been many years they will go ahead and schedule. 
> 
> The combination of email and postcard has also made the calling easier. Now 
> it doesn't hit people out of the blue. They've already been prepared. 
> 
> For the postcard I use Word to mail merge again. On the stamp side I have 
> the customer specific message on one half, their mailing address on the 
> other half. On the flip side I have a general feel good message about how 
> great an in tune piano sounds with a grand piano graphic. Both sides are 
> printed on my laser printer on blank 4x6 cards. It is really easy. 
> 
> Julie, if you wait for your phone to ring for all your appointments you will 
> starve. Nobody remembers when their piano was last tuned. Many people want 
> to keep their pianos properly maintained. You are doing them a service to 
> keep them reminded. And for those few who let you know in no uncertain terms 
> they absolutely don't want reminded, adjust your records accordingly. 
> 
> If you need help with the mail merge, try using the Help feature first. Or 
> you can email me privately. 
> 
> Blessings, 
> 
> Dean 
> Dean May cell 812.239.3359 
> PianoRebuilders.com 812.235.5272 
> Terre Haute IN 47802 
> 
> 
> Sample Email Message (personal details changed): 
> 
> Hen & Yuli Chou 
> 72 S Kings Ct 
> Terre Haute IN 47807 
> 
> Hi Hen & Yuli, 
> 
> It is time again for your piano to be tuned. By using this email to remind 
> you, we don't interrupt your dinner with a ringing telephone and it saves us 
> time trying to catch you at home. 
> 
> Our records show that your piano was last tuned on 06/05/2001. As a special 
> incentive for you to take advantage of this reminder, we are offering $4 off 
> our normal tuning price if you respond within the next 30 days to schedule a 
> tuning appointment by email. The normal tuning price inside of Vigo County 
> is $75.00 and out of county it is $79.00. 
> 
> Here is how it works: just click the reply button in your email reader and 
> tell us your preference for an appointment time, what day of the week and 
> whether you need a morning or an afternoon appointment. Try to give us at 
> least two options. We will then email you back with a firm appointment time. 
> If this is too high tech for you, call us the old-fashioned way at (812) 
> 235-5272, or (800) 776-4912. Mention that you are responding to this email 
> alert to get your $4 discount. 
> 
> Sample postcard: 
> 
> 
> 
> 
> 
> _______________________________________________ 
> pianotech list info: https://www.moypiano.com/resources/#archives 
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