Hey Gerry -
The prior response to this post was from John Ginter, but since I'm extracting bits from many of them, I thought it simpler just to go from your original. I've yet to figure out an elegant way of accomplishing this, but of course, that's a topic for another 'community'.
I'm fascinated by the range of responses your question has elicited, and, in particular, the differences in what we bring to our perception of the inquiry. In many respects, our experiences are distinct and discrete, and not entirely applicable to one another's seemingly similar situations.
In many respects, it shouldn't have gone past David Love's initial response:
I'd probably walk away. Unless you are desperate for work this is the kind of customer you just don't need.
I think this is true, so that everything that comes after is based upon a (probably) false premise that you want or need this. The fact that she identifies herself as the wife of XX means that there is some pre-existing connection for which you might feel an obligation to respond where you might otherwise not. If the venue is, in fact, in Harrisburg, then it already suggests a bit of a travel investment for you. the fact that she's just started teaching there means that she has no leverage and, likely, no idea of the 'history' or dynamics of the place. Comments like:
"They don't really understand much about music, instruments, and the importance of maintenance. I'll get them to understand, but it won't happen overnight."
suggest a significant naivete, at best.
The other responses might have some validity (in my distorted view) in the theoretical universe, but, disregarding the tone of your communication, which
a) was email, and so, by nature, casual
b) directed to someone you had some standing connection with, but mostly:
c) you am what you am
the question is, abstractly, is this a situation that can conclude favorably? It's almost a game. What would the rational be, for a high level technician, even with the time in his/her schedule, to take on this project, if we allow that, as much as we might like what we do we're in it for the money... if it doesn't make business sense, our perspective is of limited value for someone who's doing this work for more than their own amusement.
Wim's advice is, I think, misguided, but what can you expect from the middle of the ocean?
Tune and repair both pianos the best you can within the time limits and budget you're allowed. No way Josie. This is like checkmate in the first move. What client actually truly understands that a mediocre result as a function of time and budget? Whatever they may say, up front, the expectation is of perfection. Accepting their unreasonable terms puts you, immediately, on the defensive.
But more important than that is to give a detailed written report of what else needs to be done, and how much it will cost. Make sure you specify each repair, and/or regulation that needs to be done, and include in your report what will happen if the work is not done. Same no way Josie. How much time will it take to aggregate such a thorough assessment and generate this un-remunerated document? But most importantly, to whom? You're following a guy who was charging $60 for a tuning, which is what the 'administration' perceives as the value of that work (in their DNA). As responsible administrators, they will take your carefully crafted document and bid it out, to the cheapest vendor. Thank you.
I'm not presuming that the following review is related to the school in question, but, for the sake of this discussion, if it were, would one be inspired to take on the mission?
Director, XXX has no people skills, no manners, she is unapproachable, very combative, and lacks business leadership qualities and business etiquette skills. On occasion, Director XXX has been rude and unprofessional towards me. She is a negative impact on the school which could reduce future enrollment. The website is extremely vague and lacking pertinent school information. There is no actual playground area, no grass, no dirt, no sand box, no absorbent surface material, just 100% asphalt for the children to run and fall on.... -------------------------------------------
David Skolnik
Hastings-on-Hudson NY
914-231-7565
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Original Message:
Sent: 09-15-2014 19:38
From: Gerald Cousins
Subject: Interaction with a school teacher
Here is a recent email encounter I had with an local school teacher. I'm posting the entire thread. I am curious as to what experiences others throughout the community ( and country) may have had in similar situations. Hopefully it will provide an insight as to one possibility to handle these types of requests. I have purposely left the numbers in place and only x'd out the name to protect the school and teacher.
DISCLAIMER: The pricing noted on this email thread is by no means a suggestion, inference or should be construed as an attempt to establish any pricing in any market. It is merely to provide a factual (real time-today) reference as to an actual interaction/.
It is the authors belief that there still remains a great state of misinformation by institutional administrators (consumers) in regard to their beliefs as to their perception that pianos only "need tuning" and no other form of maintenance or parts.
I invite all comments
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Gerry
Gerald P. Cousins, RPT ~ Director of Piano Service and Resources
West Chester University of PA
gcousins@wcupa.edu
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Customer - Thursday
Hi Gerry,
This is XX's wife. I recently began teaching music at (XXX) Country Day School in (XXX), and I have two pianos that need tuning!! There is a Wurlitzer upright in my classroom that is pretty badly out of tune, and a Kawai baby grand in the performance space (gym/auditorium). I have a pretty tight budget overall, but it's a priority to get these instruments in good shape and I know you're the best one for that job. I am wondering what you might charge to come work on them? I need to go to my uppers with a rough dollar amount before booking the tunings. Thanks so much! (XX XXXX)
Response:
Oooh, coming up with a number without actually seeing the pianos would not be fair to the schools budget process and especially the pianos. If you ask the higher ups how much they can spare in the budget, I will be happy to start the work and when I reach the budget limit I will stop work. Then they can allocate some additional funding and I can revisit the project. If they need a starting point have them figure 500 and we can go from there. Of course IF I can complete the work below the budget then I am obligated to only bill for the work done. Harrisburg frowns on unethical behavior and I value my position at the University and within the piano community. Let me know when they are ready to proceed and I will work it into my schedule. Regards GC
Customer - Friday
Ok, well I talked with some people and the most I can get at the moment is $250. They feel this is more than enough because a guy that tuned the pianos before only charged $60 per piano. They don't really understand much about music, instruments, and the importance of maintenance. I'll get them to understand, but it won't happen overnight.
Both pianos aren't in atrocious condition...the baby grand seems ok - just in need of a tuning - but I haven't spent much time with it, so I'll be interested to know what you think. The classroom piano is just emerging from a year of storage and is quite out of tune. I haven't been using the classroom upright much, because it's kind of gross sounding, but I have to start chorus soon and it'll need to have more use shortly. The baby grand gets used probably just a couple times per month, on average.
Could you come out, advise how to best spend the $250 in regards to piano maintenance, and then do that work? I don't know when I'd be able to come up with more money, so I need to use what I have as wisely as possible and have a plan (a prioritized list, I guess) of what needs to come next when I am able to pay more. Could you help with this? Or is $250 not really worth your time? I'll understand either way. 2pm or later on a week day is probably the best time for tuning as far as the school/gym schedules go. I think I could probably meet you there on a weekend if that's better for you though. Let me know what you think.
Thanks, XX XXXX
Response Delayed - Weekend (purposely to allow analysis for all involved)
Customer - Monday
Hello, I had a somewhat productive meeting with my supervisor this morning, and was able to explain the instruments and musical equipment in terms of an investment in the program, and that failure to maintain the instruments will eventually result in needing to purchase new ones.
I just got approved for $300 worth of tuning/repair (an increase of $50 over what I was originally told), with the assurance that the school does want to protect their investment in these instruments through proper maintenance. Should the projected bill be more than $300 then they will do their best to come up with a plan for completing the necessary work.
Let me know if/when you may be able to come out to xxxx xxxxx to look at/work on the pianos. I will do my best to work around your availability! Thanks, XX XXXX
Response TBD