Re; Picky Customers

[Paul T Williams]

You'll NEVER please everyone all of the time!  It's a fact of life.  I 
have tuned for some folks who tried this tech and another tech...all of 
which were great techs.  They just don't want to realize that what their 
piano is....is a piece of       #$*&)*)(*&)(*&! to say it nicely.  It may 
be their grandmothers or dads or whatever, but they think it can sound 
like a Steinway concert grand... It just can't happen.  People just seem 
to think their piano is awesome, but maybe it's just their memory of how 
well their predicessor played it....

What you have to do is simply state that the piano they have was, perhaps 
in it's day, a fairly good piano, but now, it's old!  Then state that even 
Steinways get everything replaced/rebuilt at one time (or two).  One needs 
to research more on what the customer "thinks" the piano should sound 
like, and many times,  you just can't do what they "think" they want.  I 
really wish the store salesmen/women would just be honest, but I realize 
they're just trying to get their commission.  Private sales are another 
thing, since most of the time, both sides are clueless.

pw



Matthew Todd <toddpianoworks at att.net> 
Sent by: pianotech-bounces at ptg.org
06/02/2008 03:26 PM
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Re: Re; Picky Customers






Say in nicely?  Is there really a nice way to say it?  Especially when you 
have no idea what their reaction is once the phone is hung up!
 
Hey, if we are able to please everyone all of the time, we are probably 
doing something wrong.
 
Matthew

tcc440 at netscape.net wrote:
I've had that experience.  It happened when I called up a teacher  whom I 
had been servicing for over 5 years tell me that the piano went out of 
tune just after I had finished. 
 I said to her " Oh , that means you'd gotten someone less expensive than 
me, right?"  She said "Yes".
I said "Good luck" and hung up.
Those are the kind of customers you don't want.

As for your customer   I would tell her that it is time for her to  either 
have you out to do a tuning or find somebody else. Say it nicely, but
tell her she should have called "'' IMMEDIATELY " in order to benefit from 
a free service call from you.
Period....  You will NEVER BE ABLE TO KEEP HER HAPPY.

Tom Cobble   RPT...........
 
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