[pianotech] Fw: customers

[Ryan Sowers]

I really think Steinway puts it best:

"We recommend that your technician be called at least three or four times a
year. You, however, are the final judge and should have the piano tuned as
often as you think necessary. To put the matter of tuning into perspective,
remember that a concert piano is tuned before every performance, and a piano
in a professional recording studio, where it is in constant use, is tuned
three or four times each week as a matter of course."

They give a recommendation, but then leave it up to the owner to make the
final decision. Then they put it into perspective by informing the owner how
often instruments in professional settings get serviced. That way, they know
a little drift is normal and can happen even after a few days. A client once
told me: "The last tuner wasn't very good. The piano sounded out of tune
after only 6 months!". Probably a previous tuner had given her the "Once a
year" recommendation so she thought a tuning should last a year.

That's why I think it is important, as a piano tuner, NOT to give a
recommendation. I tell them that I really have no idea how long the tuning
will last - it depends on the environment, usage, instrument design, and
sensitivity of the player. Unless you have some amazing ability to predict
the future, don't open that can of worms! Same thing with "when is the best
time of year". I used to make recommendations, and it always seemed the very
next year would prove me wrong.

So my advice is: Give them them Steinway's recommendation, educate them
about tuning stability, encourage them to monitor the humidity in the room,
then offer a reminder call at whatever interval they desire. No need to talk
them into anything, or make vague predictions.

'nuff said.

Then you can follow up the conversation by giving them the Dampp-chaser
brochure!

Ryan

On Mon, Aug 23, 2010 at 6:44 PM, <tnrwim at aol.com> wrote:

>
>  When asked, I will say tune once a year for the piano, twice a year for
> the player, and once a month for me! Usually gets a smile and will start a
> conversation that will reference location, use, age, etc all of which can be
> considered as to how often a piano "needs" to be tuned.
> Chuck
>
> I would reverse that. Once a month for the piano, twice a year for me, and
> once a year for the player. The piano needs, we could use the money, but the
> customer doesn't hear it.
>
> Wim
>
>


-- 
Ryan Sowers, RPT
Puget Sound Chapter
Olympia, WA
www.pianova.net
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