[pianotech] Dealing with Customers

[larry_fisher at pdxtuner.com]

	I know this is delayed.  I've just completed a partial digital
transplant and so there's a few frayed edges to deal with.  For those
of you who need to notice, I have a new email adr hence server's
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 Subject: RE: Dealing with customers
 From: "Larry Fisher RPT" 
 To: 
 Date: Thu 05/04/12 9:06 AM
    Ah yes, dealer work can be brutal.  Two of these calls in one day
can really make for a rather upsetting day.  I like Ed’s logic
...... charge someone somewhere for your time.  I like Don’s logic
....... you have “front line contact” with a database builder,
cost of doing business.  It sounds to me like you have a dealer
that’s cutting cost everywhere. A good business plan does that.
Basically speaking, if there’s someone willing to work for less and
still get the job done, that’s the person that will get the work. Do
you need the work?? If so, take the beating, knuckle under, live with
it. Floor prep would eliminate the costly alternative of handling the
service in the field ....... providing the dealer is willing to pay
for floor prep in the first place. Most dealer’s I’ve serviced
aren’t that anxious to spend any “unnecessary” money if they
don’t have to. If most pianos go out the door with out the expense,
the dealer is ahead. If the dealer can find someone to pass the
expense on to, that’s the person that will get the work. If
there’s plenty of techs around to rotate through the door/floor
willing to work under these terms, then you’ll have to deal with
that as well.   Overall, I decided the dealers like that weren’t
generating me any good will in the field. I was caught in the cross
fire of profit and loss ....... I got the loss part.  Discuss your
differences with the dealer and see if you two can come to terms.  No
shows cost everyone in the long run. I don’t service such people.
They don’t care about my time enough to warrant me spending my time
for their benefit. Some people bill for the tuning anyway and
sometimes it’s paid. I prefer to flag their database entry and
don’t send them reminder postcards. A few I’ve scheduled and then
never showed up. They got the idea ....... quietly.  First contact or
front line contact is valuable. If it’s worth it to you, be willing
to put out the effort to generate your customer database for the
future. Yes, it’s a scheduling nightmare and for me, a no show
generates lots of nasty thoughts that pass through my head ....... for
hours. Sleeping in a stranger’s driveway in my car is not my idea of
time well spent ........ usually.   Tips ......... nice!! I agree. The
spendy houses don’t generally generate the tips. The more moderate
houses generate the level of appreciation that is shown with a
pleasant attitude and a small but meaningful tip. Lately, the ones in
the outlying areas have been willing to slip me a few bucks here and
there to cover my fuel expense ......... providing I presented myself
in an agreeable fashion. Such a gesture sure does settle my nerves and
erase all anxieties for the moment anyway.  Over the years, I’ve
developed a lean and profitable database. Looking back I can see how I
was willing to take the losses to generate the eventual profits. Now
that my database is where it’s at plus my efforts to reduce my
monthly financial boot print has put me in a strong position to afford
the selective process I’ve adopted. I’m presently beating up on a
state school that has some rather labor/office intensive paper work
procedures coupled together with lackadaisical attitudes about vendors
in general. I don’t need the work that bad ..... but then I’ve
been at this for over 40 years.  I wish you well. Work hard and rest
well.  Larr 
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