How to explain a pitch adjustment

[Dean May]

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I find it very helpful to "pre-sell" the pitch raise. When a new
customer calls we quote our normal rate ($85) and ask how long it has
been since the last tuning. We then explain that if the piano is real
bad it could be up to $150 because it will require more work to get it
into shape. (My rule of thumb for charges is take the worst note out of
tune and add $1/cent to my basic rate, up to the maximum of $150.) There
may also be additional charges for minor repair and/or adjustments. Most
people do not balk at all at the cost. They are expecting to pay more on
a piano that hasn't been tuned for many years. 
 
Then when I get to the job I don't ever have to sell a pitch raise. It
is pre-sold. They may ask if it is going to take the pitch raise, but
they've already committed to paying it or I wouldn't have the
appointment. 
 
Being up front like this eliminates the perception that you are just
trying to "upsell" a job. They know before you come out what the
possibilities are. Before I started doing this several years ago I faced
the same struggle you are. Since we started doing the pre-sell, I am
actually doing more pitch raises at a much higher price.
 
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 Geoff Sykes
Sent: Tuesday, December 20, 2005 3:45 PM
To: Pianotech@Ptg. Org
Subject: How to explain a pitch adjustment
 
Greetings all --
 
Many pianos need a pitch adjustment prior to tuning. Usually because it
hasn't been touched in five years. Therefore, like many of you I'm sure,
I frequently find myself having to explain to customers what a pitch
adjustment is, and why their piano needs one prior to tuning. I have
found that car analogies often help when explaining things but I have
not been able to come up with one that would help with a pitch
adjustment. Even after explaining, as simply as I know how, the
relationship of the incredible string tension across the plate and why
it needs to be equalized before a fine tuning will hold, I often feel
like I'm coming off trying to sell them something bogus. How do you
people explain pitch adjustments to your customers whose piano needs it
so that they not only understand what it is but why it's important that
their piano gets one prior to tuning?
 
-- Geoff Sykes
-- Assoc. Los Angeles

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