Recently, I received a call from a customer whom I hadn’t heard from for over a year; a proud owner a Steinway M. We exchanged a few short words of justification & comfort about the piano’s tuning schedule, and then the customer reminded me of something I told them several years ago: “The piano needs regulating, and we’re ready to have it done now”.
When I first started going into customer’s homes I was taught to notice, & mention to each customer, things that could use some extra attention in the piano (within reason). Most often the customer will say something like “We’re not concert pianists here” and dismiss the suggestion on the spot. But many times they remember the conversation when they start hearing complaints, or notice them themselves.
By employing this practice you can potentially achieve several positive things: the obvious goal of selling a service, establishing yourself as an expert, and handling potential complaints before they happen.
Sometimes you find immediate success when you point out something that needs attention. But, even if the customer doesn’t pursue your suggestion on the spot, frequently, I find that they will remember our conversation at a later time and decide to have the work done then.
Secondly, by not being pushy you let the customer know that you are a knowledgeable expert, and that you are there to do more than simply tune the piano, collect your fee, and leave. You are keeping the customer informed about the condition of their precious instrument, and letting them know that you care.
Third, you can head off complaints that might otherwise be directed toward you. We have all received calls that begin with “You were just here, and now my piano...”. I have even had the experience of reinforcing something that the piano teacher has already mentioned that needs to be addressed. In one case the teacher thought that the piano had a hard touch and that it was just the nature of the instrument. I had a chance to explain that adjustments could be made so that the piano could play much better.
I like to think that as I take the time to discuss the condition of the pianos I tune with the owners I am planting seeds. And I have seen many of these seeds sprout & help my business to grow.