[pianotech] basic and full service fees. was e: groupon

[tnrwim at aol.com]

Here is what I have on my webstite regarding tuning fees:


The Piano Technicians Guilddefines piano tuning as the aligning of the musical pitch of the various notesof the piano, by adjusting the tension of the piano’s strings, in order toachieve a desired musical effect. Preferences in desired music effects andmethods is achieving those preferences will vary. Piano “tuning” does notinvolve the functioning of a pianos’ key mechanism. (The “tune up: of anautomobile engine may involve keeping machinery running smoothly, but piano“tuning” by it’s self does not).
 
With piano tuning defined assuch, there are two different fees for tuning a piano: A basic tuningand a full service tuning . 
 
A Basic tuning isperformed on a piano that has been tuned on a regular, (at least once a year)basis, and all the components of the piano are working properly. The fee of aBasic Tuning is $95.  
 
A Full Service Tuning isfor a piano which has not been serviced for more than a year, and/or there aresome minor problems, like keys sticking or not playing right, or the piano is farbelow pitch. The fee for a full service tuning is $125. However, if, in myopinion, there are problems that are more than what would be consider minor,you will be notified before proceeding. 

A basic tuning takes me about an hour. For a full service fee I allow about an hour and fifteen minutes. If it take longer than that, I add for additional time. 

When I explain the basic and full service fees to customers, most understand the difference. In fact, some will even "brag" that their piano needs at least the full service, if not more. By explaining up front about that repairs and pitch adjustment are more, it makes it very easy to add for additional repairs, and it doesn't make it look like I'm trying to "nickel and dime" the customer for additional work. I don't even explain about a pitch raise. I just do it, and charge the full service fee. If the piano needs a PR and also repairs, I explain that the repairs are x number of dollars more. Customers are more than happy to pay the extra, just to get the piano working. 

This past Spring I ran a special promotion of 25% off, and took that off my full service fee, which brought it down to just a few dollars less than my basic fee. Even though some of the pianos only needed a basic tuning, not one of my new customers complained. I gained about 35 new customers and made over $5000 all total, including repairs, etc.  And a majority pre-scheduled an appointment for the following year. 
  

Wim

 



-----Original Message-----
From: paul bruesch <paul at bruesch.net>
To: Pianotech List <pianotech at ptg.org>
Sent: Wed, Dec 19, 2012 10:39 am
Subject: Re: [pianotech] groupon


I just had an idea regarding Groupon offers. Rather than offer a half-price (or whatever) tuning and getting 90% in serious dire need of pitch raise and other work, offer a higher-priced "Full Service" option, and maybe only 35-40% off. Full service can be pitch raise plus tuning plus some regulation touch up, or vacuuming under keys, or replacing some shattered elbows... whatever you can do in 2-1/2 or 3 hours (for example.) That way you don't have to upsell nearly so much. People are still getting a bargain, but they also don't go into it thinking they get a like-brand-new piano for $50 (or whatever.) 


Paul Bruesch
Stillwater, MN



On Wed, Dec 19, 2012 at 12:34 PM,  <tnrwim at aol.com> wrote:

Marshall
 
you said, "I don't think groupon would allow me to charge full rate if they purchased it and they wanted it done right away.  then I might get acused of bait and switch."  
 
I don't think that would be a bait and switch. Bait and switch is when you schedule the tuning, but when you get there you tell the customer that the regular tuning she bought isn't available, but "such a deal I have for you". Explain up front that you can honor the Groupon, but that she has wait until March for an appointment. Then say that if she wants it done sooner, you can schedule her in the next week or so if she wants to pay full fare, (or even offer her a little discount). It will be the customer's call what she want to do. 
 
I bought a horse back ride with Groupon, and was told it was only offered on certain days. Our son was here on vacation, and he had to leave before we could do the ride. So the lady at the stable offered us a discount from the regular fee, but which was more than the Groupon deal.  We got our ride, and the stable got the business. I didn't feel like that was bait and switch because it was my decision to pay extra for the horse back ride.  
 
As far as calling customers to schedule an appointment, do you send a reminder card first, to give them a heads up that it's time to get the piano tuned?  If you call them out of the blue, they will probably say something like, "I have to check with the teacher, or my husband, or my child, or the dog" (lol). But if you send them a post card to remind them that you are going to call, the customer can check with whomever is playing the piano to see if it's needed. When I was calling customers, it increased my appointments significantly. BTW, don't be disappointed that customers won't schedule an appointment in 6 months. For most people that's too soon after they got the piano tuned. You will get more business after waiting a year. So if you've been calling them after 6 months, be sure to call them again a year after the first appointment. 
 
Have you tried pre-scheduling appointments?  I don't call customers anymore, I now have enough pre-scheduled appointments to keep me very busy. I wrote an article about that in the April '12 Journal, I will also be teaching it at the Convention in Chicago.

You asked about using someone to drive you. Call Shawn Brock, (702-271-6330) for advice on this. He is chairman of the Visually Impaired Concerns Committee.  One suggestion is to go to a senior citizen center and put an ad on the bulletin board asking if anyone wants a job doing that.
 
Good Luck
 
Wim



 



-----Original Message-----
From: Marshall Gisondi <pianotune05 at hotmail.com>
To: pianotech <pianotech at ptg.org>
Sent: Wed, Dec 19, 2012 6:01 am
Subject: [pianotech] groupon


HI William & Jer,
I am scheduling some of my regulars, but I'm having trouble getting them all called.  So I think that's a good option, to schedule a groupon or two and then a regular if I can. I have also moved people closer too if a customer flakes. I'll call and say , "Do you want me to come out today or tomorrow instad of Thursday etc. I don't t hink groupon would allow me to charge full rate if they purchase dit and they wanted it done right away.  then I might aget acused of bait and switch.  
 
Jer, I think the massage therapy guy and I are different in that I have more control over the customer.  When I complete a tuning, I still have their contact info and can call them to schedule. Doe your friend keep a log of customers.  Also I make sure I do professional work and it's shows in the comments I received thus far.  Well have a good one
Marshall
215-510-9400
http://www.phillytuner.com 
 		 	   		  
 




 
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