[pianotech] Repeat Business

Paul McCloud pmc033 at earthlink.net
Sun Aug 22 12:31:03 MDT 2010


Hi, Jer:
    I've been reading your posts about your business, and just wanted to thank you for the insight and experience you have.  I'm recently unemployed from 22 years at a store, and now that I'm on my own, I need all the advice I can get jumpstarting my business.  I've been considering a secretary, since I do have TONS of customer files to put in my database.  Since I didn't have much time for outside calls for all those years, I didn't chase people to have their pianos tuned or  I'd have been buried.  I just relied on new piano sales and the referrals that came from the store to keep me busy.  I may not be able to utilize all your suggestions, since my clientelle is somewhat different, the seasons aren't as drastic, etc.  For example, I have very few customers that tune every 6 months.  It just isn't needed for most people.  
    I like your suggestion that the secretary have a little fun with the client.  People like the personal touch.  It's why I put my pic on my business card and website, so they can relate to a person, not just a business.  I use a ficticious name in my business, but I make sure they know they are dealing with a human being.  It's also a very good suggestion to give the client a choice between two dates/times.  It removes the option to say "no".   Knowing when their recitals are, important dates, etc., is something I'd never have considered.  Taking the responsibility to remind them when it's most needed, now that's great service.  No wonder you're booked up!
    Thanks again for the advice (and everybody else too!)
    Paul McCloud
    San Diego


----- Original Message ----- 
From: Gerald Groot 
To: pianotech at ptg.org
Sent: 08/22/2010 9:45:37 AM 
Subject: [pianotech] Repeat Business


Hi Wim,
 
I'm glad you asked.  I have a lot to say on this subject.  
 
To all:
 
I have not used the same secretaries throughout all of this time.   Some have not worked out.  Some were not dependable.  A couple of them were dishonest and had to be fired. One was a retired school teacher who quit after a few years because she got remarried.  She did an excellent job in the meantime though.  Another one lost a ton of my records.   Don't ask me how, I never did figure that one out nor did I ever find them.  It was at that time while I was still using the old card file system that she lost them.  It is the main reason why I went to the computer using an auto daily backup.  I have even used my wife who is the best of anyone I've ever hired but she despises it as much as I do.  Currently, I have a 29 year old mother with a nice disposition, a very good phone voice, she reminds me of that old operator lady…   "At the tone, the time will beeeeee."   Very nice sounding voice. 
 
This is how I do it.  I pre-set everything or at least as much as possible.  This does NOT mean, that I schedule them on the spot for next year.  While I do this, I prefer not to.   You will see why as you read on.  Also, if people do not want to be called, DO NOT CALL THEM anyway!  If they request NOT to be called, it is illegal to call them and it will most certainly turn them off from using you if you call them regardless.  That's the way it is here in Michigan anyway.  
 
1. During the appointment, I take the time or I have already done so during a prior appointment to meet with the person in charge.  If they are not available, I call them at home, that evening, after I have tuned the piano/s.   I find out who plays it, what it is played for, how often it is played, if it used with other instruments, with the organ and that sort of thing.  Once that is established, I suggest appropriate times for tunings after having already explained why and how they go out of tune.  I find out when their recitals are, what concerts or special events might be coming up and then try to suggest times nearest to those events without interfering with practice times.  We ask them the following year whether they have a specific request for this next season and then schedule accordingly.  
 
2. While I am talking with the person in charge, I suggest that WE PRE-call them to schedule tunings each year thereafter, for these events or whatever else we have agreed upon at that time, asking them if this acceptable?  They almost always agree.  They love eliminating that responsibility.  Especially during their busy season which is the same as mine.  If they do NOT prefer calling me, then they get in with me doing the tuning, if - and only if, I have the time or a cancellation which usually means "no" for these people.  I will send in a sub contractor however, as necessary to appease everyone.  When these people realize that they cannot get in, they will inevitably ask us to call them.  They also know that I’m busy and don't have time to waste continually calling them.  I have my secretary call them a few times maybe 5-6 and that's it.  I do not leave open slots for them because there is no telling when or if, they will actually call me back.  First come, first serve…  
 
I tell them all that pre-scheduling with us calling them to do so.  "There is no need to worry on your behalf because I will contact YOU."  Once that is agreed on and this is done verbally, then it is on my shoulders.  The rest is easy.  There isn't much of script needed at this point.  
 
I often ask if it is okay for me to just go ahead and schedule it throught the church secretary. I have to go through them most of the time anyway to see what dates are free for tuning times.  Again, they most often say yes.  
 
So, the script… 
 
"Hello so and so, this is Jerry Groot's Piano Service calling to schedule the tuning of x and x and x pianos as per so and so's (or your) request.  We are currently booking x month and x day.  I have x time open here and x time open there.  Would one of these time slots work for you?"  Then, she leaves it silent giving them time to look.  They open up their own calendar after thanking us for calling them.  We find a date and time that works and schedule it.  She then repeats the date and time we just agreed upon along with which pianos will be tuned at least 2 more times.  "OK, we have you scheduled for October 25 at 9 AM to tune the auditorium, choir and fellowship hall pianos.  Is this what you show on your schedule as well?  Great!  We will see you on that date then.  Jerry is looking forward to see you again.  It was nice talking with you! Have a nice rest of the day and don't work to hard!!!"  This almost always gets a laugh.  Many times, my gal gets off topic WHICH IS STRONGLY ENCOURAGE.  She will talk about kids, camping, the great or rotten weather, whatever.  It does not have to be and should not always be strictly business.  People LOVE to talk about themselves.  Sometimes, it's hard to get them to shut off the speaking spigot once it is turned on full blast but, we can manage to get that to happen saying politely.  "Well, it was great talking to you but, I have to get going now, I've got a ton of other calls to squeeze in here yet too."  
 
3.  Most people hate Mondays.  It is busy for everyone, doctor's, churches and schools alike.  They have a lot of voice mail catch up to do.  We avoid Monday's when we can but, that is not always possible.  My gal comes in 2 times a week and/or, one or 2 nights a week to catch those that are not easily caught during the day.  I do this until we are caught up and then let her have a month or more off.  I have her come into my office after 10 AM to allow the client to wake up, get caught up with early morning stuff and then she starts her calling routine.  Tuesday's and Thursday's seem to be the best calling days for us.  Sunny days are better than rainy days.  She will work for 2 hours and then quit for the day.  As I said before, she usually schedules about 17 tunings (on average sometimes less sometimes more) in one hour.  So in 2 hours time, she often schedules 34 + tunings.  Easily one week's worth of work and then some.  There are days too where she has rotten luck.  That happens to all of us.  Nobody is home, they may not have the time to talk right then, whatever, we call them at a time that is convienient for them always asking when is a better time to call back.  
 
Whenever possible, I acquire home and cell phone numbers and email addresses.  Each year, we confirm that none of this has changed.  Especially addresses!!!  This way, we can leave messages.  If they don't call back, oh well, it now has become their problem.  
 
One little tiny thing works pretty good for me.  If after a certain amount of contact phone calls and if nobody has called me back?  I have her say "You're it."  Meaning, this is the last call you are going to get.  Either call back or your off the list until next year.  
 
After a certain amount of years of them saying no or not calling us back, I remove them from the call back list forever.  
 
4.  It is important never to assume anything.  We are educator's.   When it comes to pianos, our clients are ignorant.  NOT STUPID, just uneducated - ignorant (lacking knowledge or information as to a particular subject or fact) about pianos.  No matter how tiring we get of explaining the same thing over and over again, it is our responsibility to get the customer, our client, to understand the need for tuning and regulation.  Once they understand this need, the manufacturer's recommendations and how much we are willing to spend our time working with them on this matter, they appreciate us all that much more.  
 
I do this same routine with all of my clients, homes included.  It has always worked extremely well for me and it always keeps me booked weeks and months in advance. 
 
I hope this helps you all…
 
Jer Groot
 
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of tnrwim at aol.com
Sent: Saturday, August 21, 2010 10:03 PM
To: pianotech at ptg.org
Subject: Re: [pianotech] (no subject)
 
 
Hiring a secretary the only way to go IMO.  I've been doing that for over 30 years. 
Jer
 
Have you had the same one for 30 years, or different ones? How many days a week does she come in? Did you write the script, or does she more or less wing it? Will you post your script for us to use?
 
Wim
 
-----Original Message-----
From: Gerald Groot <tunerboy3 at comcast.net>
To: pianotech <pianotech at ptg.org>
Sent: Sat, Aug 21, 2010 3:11 pm
Subject: Re: [pianotech] (no subject)
Hiring a secretary the only way to go IMO.  I've been doing that for over 30 years.  I'm surprised more people don't do it.   I pay my gal $12 an hour and $1 per scheduled tuning.  In one hour, she usually schedules at least 17 tunings, minimum.  She usually works two hours so, double that.  My cost?  $58.  I usually pay her more than that.  She makes me at least $2,380 worth of tunings in one hours time.  Even if she only made one tuning appointment at $140, it is still far better than zero appts at all or waiting for that phone to ring which isn't a very good idea.  Being proactive in your business is however.  Getting the right girl and training her in the right way to say the right things works great.  
 
Jer Groot
 
From: pianotech-bounces at ptg.org [mailto:pianotech-bounces at ptg.org] On Behalf Of Marshall Gisondi
Sent: Wednesday, August 18, 2010 12:36 PM
To: pianotech at ptg.org
Subject: [pianotech] (no subject)
 
I tried having my wife make calls and that didn't seem to work either.  I tried texting a customer and that worked.  If I were a female I could act like a secretary and save money on hiring one lol.
Marshall

Marshall Gisondi Piano Technician
Marshall's Piano Service
pianotune05 at hotmail.com
215-510-9400
www.phillytuner.com 
Graduate of The School of Piano Technology for the Blind www.pianotuningschool.org Vancouver, WA
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://ptg.org/pipermail/pianotech.php/attachments/20100822/8da23523/attachment.htm>


More information about the pianotech mailing list

This PTG archive page provided courtesy of Moy Piano Service, LLC