Recipe for Success; WAS Pricing

[David Andersen]

Hey Brad----this is a brilliant, almost perfect description of success as a
piano technician. I've never heard what I do and practice put so eloquently.
My sincere thanks.  All you "young" technicians and tuners: read this again.
Then read it again. Then realize, if you need to, how enslaved you are by
price, and how that enslavement prevents you from being the well-paid
consultant and artisan you always dreamed of being. Bravo, Brad Smith,
bravo.

David Andersen
Malibu, CA

> Here are some observations about pricing and selling our services
> 
> Knowing your 'walk away' point is the secret of negotiating.
> I quote realistic price 'ranges' to everyone, and have the flexibility
> to reduce them on the spot at my discretion, based on the work required.


**********!!!!!!!!!!*******
> I never 'just tune' a piano.
**********!!!!!!!!!!*******

> If they don't know a tuning from a szchmooning, it's logical that they
> would seek the cheapest price.
> People do want some idea of the price, but my experience is that if you
> tell them "a" tuning fee, the number sticks in their head.
> Rarely does a piano need only "a" tuning.  Why else would we carry
> around several hundred other tools?
> Then you have to sell/explain everything little thing when you get to
> the piano, or do the work for free, or not do it, and have it affect
> your reputation. 
> Because you've stuck a number in their head, you now have to 'push' them
> to pay for the real work required.
> This creates unneeded tension that could have been avoided by setting
> expectations properly from the beginning.
> 
> He who asks the questions is in control.
> When you answer the price question with a number, the customer has now
> set the rules of engagement.
> (Just like when you stand in front of a vending machine, and look for
> the price of a candy bar).
> Without realizing it, you have become the vending machine, and the
> customer is pushing the buttons.

***********!!!!!!!!!!***********
> Earn the role of 'consultant'
***********!!!!!!!!!************

> We have to earn the trust and the right to give a diagnosis.  The
> definition of "what the piano NEEDS" must be a combination of the
> customer's expressed needs and your competent diagnosis of the
> situation.  You might decide that what they want doesn't fit with your
> understanding of things, and you may wish to diplomatically decline the
> work.  Your willingness to NOT do something for quick profit, because
> you are watching out for the customer's best interest....is a powerful
> demonstration of the sincere desire to help them.  Being sincerely
> willing to forego a temporary profit....is very profitable.  Customers
> don't know what their pianos need, WE do. It is possible to give them
> options, without losing your role as a 'consultant'.  It's also possible
> to provide more of what you know the piano needs, within their budget
> and perspective. 
Absolutely brilliant paragraph.  Exactly true.

TRUST IS EVERYTHING. IF THE CLIENT TRUSTS YOU, MONEY BECOMES SECONDARY TO
HIM/HER;  THE QUALITY OF WORK YOU PROVIDE, AND THE QUALITY OF THE HUMAN
INTERACTION YOU HAVE, IS ALL THAT MATTERS. LITERALLY.

 
> Diagnose before you prescribe
> I don't ask my doctor "How much for a ____?"   I'm the patient. How
> should I know the prescription before I've gotten an accurate diagnosis?
> 
> What would it say about my doctor if she simply blurted out a price for
> _____, and then tried to make an appointment to perform it?
> 
> If the client doesn't trust you, they can't believe you
> You have to prioritize the building of trust. All else stems from there.
> How? 

******************!!!!!!!!!!!!!!!!!!**************************
> When you express sincere interest in their use of the piano, it's
> history and their understanding of things...you begin to differentiate
> yourself. 
> You demonstrate your competence and trustworthiness by the degree to
> which you care for and understand THEM.
******************!!!!!!!!!!!!!!!!!***************************


> You'll earn the role of consultant and the right to have more control of
> the conversation.
> You do that through the caring questions you ask and the perceptive
> acknowledgement you demonstrate as they begin to open up.
> You show that you care and you adjust your advice based on listening to
> what they want out of their piano
> --Not by letting them dictate what gets done to the piano because of the
> natural tendency to 'price shop'.
> This helps them view you differently, which is critical if they are ever
> going to get off the 'cheap price' mode.
YES.YES. YES. 
> 
> Best regards,
> Brad Smith, RPT
> www.smithpiano.com