[pianotech] Dealing with Customers

[Tom Gorley]

When I run into a no show, I leave a bill for anywhere between $10 and 30% of the tuning fee. At least something to let them know that their being there is important.  Also on the bill is a note saying that I will move on to my next customer and I can get back to them later in the day, thereby saving the show-up charge.  "Call me as soon as you get home."

Many are grateful for my flexibility, saving their A, etc.  There are always a few who absolutely don't care about me, and I never get paid. Long time customers are not billed.

My wife does the scheduling, and she is very good about location grouping.  That's one thing that makes this type of solution possible.

--Tom G

>    Tom Gorley
> Registered Piano Technician    
>       (650) 948-9522




On Apr 6, 2012, at 11:31 AM, John Ross wrote:

> Wim,
> I was saying it tongue in cheek and forgot the smiley, so I hope you didn't take offence.
> I don't think piano tuners, that enjoy their work, ever retire.
> I agree it would be hard to start again in a new area, I don't envy the new tuners just starting out.
> I am 74 and the university I have the contract with, just sent me one for the next school year. They send it to me every year without me submitting a new bid.
> I keep check on the cost of living, and let them know when a raise is due.
> John Ross
> Windsor, Nova Scotia
> On 06-04-2012, at 2:52 PM, tnrwim at aol.com wrote:
> 
>> 
>> Wim, it sounds like you need to move back to the mainland, except for the great weather, all you seem to talk about are the negatives?
>> John Ross
>> John
>>  
>> Moving back to the mainland is not as easy as it sounds. I'm a piano tuner. Getting a new business off the ground in hard work. And at my age, 66, I have no desire to start all over again. As much as I complain about the conditions here, however, I'm finally starting to make a good living. I've contracted $35000 worth of rebuilding in just the last three months and my tunings are up substantially. I'm going to work for another 6 years, and then see where my finances are, and see if I can afford to retire.
>>  
>> Wim 
>> 
>>  
>> 
>> 
>> -----Original Message-----
>> From: John Ross <jrpiano at bellaliant.net>
>> To: larry_fisher <larry_fisher at pdxtuner.com>; pianotech <pianotech at ptg.org>
>> Sent: Fri, Apr 6, 2012 5:54 am
>> Subject: Re: [pianotech] Dealing with Customers
>> 
>> I find that a confirming telephone call the night before, eliminates most of the 'no shows'.
>> Long range appointments have never worked for me. I found that sometimes I was the no show.
>> Wim, it sounds like you need to move back to the mainland, except for the great weather, all you seem to talk about are the negatives?
>> John Ross
>> Windsor, Nova Scotia
>> On 06-04-2012, at 12:09 PM, larry_fisher at pdxtuner.com wrote:
>> 
>>> 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 delay.
>>>  
>>> 
>>> Subject: RE: Dealing with customers
>>> From: "Larry Fisher RPT" <larry_fisher at pdxtuner.com>
>>> To: <pianotech at ptg.org>
>>> 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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