Pianotech

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions? 

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

I use postcards and have thought about this carefully for years.  I have four different versions and I print my postcards from a single 8 1/2 X 11 sheet with all four versions and use them at random.  If ever I decide on one version over another I will eliminate three, but I haven't been able to decide:

Dear Customer,
Its time to service your piano. Your music will sound better and you will preserve your investment if you call for an appointment soon.

Dear Customer,
Your piano is due for regular service.  Regular service preserves the value of your instrument and makes your music sound its best. I hope to hear from you soon.

Dear Customer,
This is just a reminder that your piano is due for servicing.  I hope to hear from you soon.

Dear Customer,
Its time to service your piano.  Both your piano and your music are investments.  Preserve them and call for an appointment soon.

------------------------------
Blaine Hebert
Duarte CA
626-795-5170
------------------------------

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Original Message------

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions? 

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Benjamin

Save yourself a lot of time, and don't call your customers. 

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.  

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference. 

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone. 

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789
------------------------------

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Wim wrote:  "I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject."

What do you mean by "re-schedule" and appointment? Did you mean to type PRE-schedule?

------------------------------
Terry Farrell
Farrell Piano Service, Inc.
Brandon, Florida
terry@farrellpiano.com
813-684-3505
------------------------------

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

yes, pre-schedule. But I've been doing that with so many customers for so long, it seems like a re-schedule.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789
------------------------------

Original Message:
Sent: 10-02-2018 06:12
From: Terrence Farrell
Subject: Calling Script

Wim wrote:  "I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject."

What do you mean by "re-schedule" and appointment? Did you mean to type PRE-schedule?

------------------------------
Terry Farrell
Farrell Piano Service, Inc.
Brandon, Florida
terry@farrellpiano.com
813-684-3505

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say. 

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point. 

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Benjamin

Contacting customers that many times might be doing more harm than good. As I said earlier, a customer who wants her/his piano tuned, will respond to your e-mails and/or post cards. But only if they want to have their piano tuned. Sending numerous e-mails and post cards could be considered "harassment", which a client might not appreciate. And then when you call them on top of that, will result in a definite NO. 

I believe a non aggressive post car or e-mail campaign might result in more business. One or two reminders is all you need. Let them come to you when they want their piano tuned. As I said, a postcard will be put on the piano or the refrigerator, which is a better reminder than e-mails.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789
------------------------------

Original Message:
Sent: 10-02-2018 11:49
From: Benjamin Sanchez
Subject: Calling Script

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say.

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point.

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

True enough. I feel there's a fine line between not doing enough and doing too much. Like I said, I've had many clients who want to get it done on a regular basis, but life is crazy, and getting the piano tuned gets pushed to the back burner. So, reminders? Yes! How many, how often? It varies by your personality and clientele. 

On a side note, I've had way more success with emails than postcards. This is the 21st century; people are addicted to their devices, whatever their age. It's been my observation that most of my clients will throw the postcard in the trash with the rest of the junk mail. Most respond to emails quickly. 

So, those who I want to call have to meet two conditions: 1. They've told me they want reminders; 2. They haven't responded to "passive" reminder methods. 

And yes, there comes a time where I mark their file as inactive and stop reaching out entirely. But the premise for calling is that they have requested reminders on the first place.

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Original Message:
Sent: 10-02-2018 13:38
From: Willem Blees
Subject: Calling Script

Benjamin

Contacting customers that many times might be doing more harm than good. As I said earlier, a customer who wants her/his piano tuned, will respond to your e-mails and/or post cards. But only if they want to have their piano tuned. Sending numerous e-mails and post cards could be considered "harassment", which a client might not appreciate. And then when you call them on top of that, will result in a definite NO.

I believe a non aggressive post car or e-mail campaign might result in more business. One or two reminders is all you need. Let them come to you when they want their piano tuned. As I said, a postcard will be put on the piano or the refrigerator, which is a better reminder than e-mails.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-02-2018 11:49
From: Benjamin Sanchez
Subject: Calling Script

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say.

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point.

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Benjamin, if I were on the receiving end of all those emails (every other week, till they respond????) and reminders and phone calls, I would call it harassment.

You seem to be starting from the position that if they've hired you once, they owe you regular tuning appointments from then on. Did you tell any of them the first time they booked that you intended to keep after them for regular work, whether they liked it or not?

------------------------------
Susan Kline
Philomath, Oregon
------------------------------

Original Message:
Sent: 10-02-2018 11:49
From: Benjamin Sanchez
Subject: Calling Script

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say.

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point.

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Original Message------

Benjamin, if I were on the receiving end of all those emails (every other week, till they respond????) and reminders and phone calls, I would call it harassment.

You seem to be starting from the position that if they've hired you once, they owe you regular tuning appointments from then on. Did you tell any of them the first time they booked that you intended to keep after them for regular work, whether they liked it or not?

------------------------------
Susan Kline
Philomath, Oregon
------------------------------

Susan,

I always ask customers first if they would like reminders. If they say no, or we're no longer interested, or this is a one time thing, then I never say another word or send them anything. This is specifically for customers that request, of their own accord, to be reminded. 

Personally, I know techs that don't remind their clients at all, and some that remind them way more often than I do (at least twice a week). Seeing both ends of the spectrum, I think what I do is a middle grounds compromise. To each his or her own. Find what works for you, yadda yadda yadda. 

I have the emails set up now so that, when they reach a certain point, the one month overdue, the emails change to ask if they would like to continue receiving reminders? If they say we're no longer interested, then I mark their file as inactive. If they schedule, then great. 

In either case, I realize that each of us will structure his or her business differently. My question wasn't about how often one should remind clients, but rather for ideas of what to say when you call. Please, let's try to stay on topic. (Before the Home Office issues another "conversation killer." 😉)

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Original Message:
Sent: 10-02-2018 19:47
From: Susan Kline
Subject: Calling Script

Benjamin, if I were on the receiving end of all those emails (every other week, till they respond????) and reminders and phone calls, I would call it harassment.

You seem to be starting from the position that if they've hired you once, they owe you regular tuning appointments from then on. Did you tell any of them the first time they booked that you intended to keep after them for regular work, whether they liked it or not?

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 11:49
From: Benjamin Sanchez
Subject: Calling Script

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say.

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point.

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Benjamin. 

As I said, save your breath.   Send out a couple  of reminders and let customers call you. Let them get in the habit of calling you.  If you spoon feed them, they never grow up.  

Some other things to consider, and this comes from experience.  Some customers will reluctantly say yes, just to get you off their back.  But then one of three things. They will get very picky about every little thing that's wrong with the piano and expect you to fix it, for free, as part of the tuning.  Second, they will schedule, as per above, but then never call you again. And last, whether they set up an appointment or not, as per above, they will let friends know you are too pushy, and not recommend you.

As I've  said before, you want to make customers happy, not mad.  That's how you build a good reputation, and a healthy business.  


------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789
------------------------------

Original Message:
Sent: 10-02-2018 22:46
From: Benjamin Sanchez
Subject: Calling Script

Susan,

I always ask customers first if they would like reminders. If they say no, or we're no longer interested, or this is a one time thing, then I never say another word or send them anything. This is specifically for customers that request, of their own accord, to be reminded.

Personally, I know techs that don't remind their clients at all, and some that remind them way more often than I do (at least twice a week). Seeing both ends of the spectrum, I think what I do is a middle grounds compromise. To each his or her own. Find what works for you, yadda yadda yadda.

I have the emails set up now so that, when they reach a certain point, the one month overdue, the emails change to ask if they would like to continue receiving reminders? If they say we're no longer interested, then I mark their file as inactive. If they schedule, then great.

In either case, I realize that each of us will structure his or her business differently. My question wasn't about how often one should remind clients, but rather for ideas of what to say when you call. Please, let's try to stay on topic. (Before the Home Office issues another "conversation killer." 😉)

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 19:47
From: Susan Kline
Subject: Calling Script

Benjamin, if I were on the receiving end of all those emails (every other week, till they respond????) and reminders and phone calls, I would call it harassment.

You seem to be starting from the position that if they've hired you once, they owe you regular tuning appointments from then on. Did you tell any of them the first time they booked that you intended to keep after them for regular work, whether they liked it or not?

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 11:49
From: Benjamin Sanchez
Subject: Calling Script

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say.

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point.

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

I started using Gazelle about 5 years ago. It automatically sends reminders by email (or text if you prefer). It can be configured to any interval you like, with any message you care to send. I have it send 4 reminders, then stops. Weekly. After a couple months, it will remind them again, and ask if they still wish to receive them. If they respond, I adjust accordingly. People appreciate being reminded. Just like the dentist. People forget, and if you're the one sending the reminders, you'll get the business. If you don't care to do it, they will forget. Semi-retired, and you have enough business? Great! No need. All I know is, when I worked at a store, I had enough work and I never chased anyone. When the store folded, I limped along for a while. Then, one summer, I got Gazelle. They imported my large database, for free. When I sent out my first batch of emails, I was flooded with work for the whole summer. My business tripled overnight. Every summer, I get busy because around here people only tune their pianos once a year. Before Gazelle, I tried printing some nice, big postcards. I got 0 (zero) response from hundreds of cards I sent. It got better when we used to hand address them.
People like to be reminded, if you don't badger them. I try to find the happy medium, and so far they have said they like it.
FWIW.
Paul McCloud




Benjamin.

As I said, save your breath. Send out a couple of reminders and let customers call you. Let them get in the habit of calling you. If you spoon feed them, they never grow up.

Some other things to consider, and this comes from experience. Some customers will reluctantly say yes, just to get you off their back. But then one of three things. They will get very picky about every little thing that's wrong with the piano and expect you to fix it, for free, as part of the tuning. Second, they will schedule, as per above, but then never call you again. And last, whether they set up an appointment or not, as per above, they will let friends know you are too pushy, and not recommend you.

As I've said before, you want to make customers happy, not mad. That's how you build a good reputation, and a healthy business.


------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789



Original Message------

Benjamin. 

As I said, save your breath.   Send out a couple  of reminders and let customers call you. Let them get in the habit of calling you.  If you spoon feed them, they never grow up.  

Some other things to consider, and this comes from experience.  Some customers will reluctantly say yes, just to get you off their back.  But then one of three things. They will get very picky about every little thing that's wrong with the piano and expect you to fix it, for free, as part of the tuning.  Second, they will schedule, as per above, but then never call you again. And last, whether they set up an appointment or not, as per above, they will let friends know you are too pushy, and not recommend you.

As I've  said before, you want to make customers happy, not mad.  That's how you build a good reputation, and a healthy business.  


------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789
------------------------------

One problem with all of our techniques is that society evolves.  Post cards work for me, but I am increasingly having customers email for appointments, something I personally find annoying as by the time we complete an email exchange I have usually received several phone calls for service and often have scheduled the dates my email customer wanted.
Gazelle may be the way of the future, but that future may also include less time in people's schedules for piano, hence less work for us.

------------------------------
Blaine Hebert
Duarte CA
626-795-5170
------------------------------

Original Message:
Sent: 10-02-2018 22:58
From: Willem Blees
Subject: Calling Script

Benjamin.

As I said, save your breath.   Send out a couple  of reminders and let customers call you. Let them get in the habit of calling you.  If you spoon feed them, they never grow up.

Some other things to consider, and this comes from experience.  Some customers will reluctantly say yes, just to get you off their back.  But then one of three things. They will get very picky about every little thing that's wrong with the piano and expect you to fix it, for free, as part of the tuning.  Second, they will schedule, as per above, but then never call you again. And last, whether they set up an appointment or not, as per above, they will let friends know you are too pushy, and not recommend you.

As I've  said before, you want to make customers happy, not mad.  That's how you build a good reputation, and a healthy business.


------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-02-2018 22:46
From: Benjamin Sanchez
Subject: Calling Script

Susan,

I always ask customers first if they would like reminders. If they say no, or we're no longer interested, or this is a one time thing, then I never say another word or send them anything. This is specifically for customers that request, of their own accord, to be reminded.

Personally, I know techs that don't remind their clients at all, and some that remind them way more often than I do (at least twice a week). Seeing both ends of the spectrum, I think what I do is a middle grounds compromise. To each his or her own. Find what works for you, yadda yadda yadda.

I have the emails set up now so that, when they reach a certain point, the one month overdue, the emails change to ask if they would like to continue receiving reminders? If they say we're no longer interested, then I mark their file as inactive. If they schedule, then great.

In either case, I realize that each of us will structure his or her business differently. My question wasn't about how often one should remind clients, but rather for ideas of what to say when you call. Please, let's try to stay on topic. (Before the Home Office issues another "conversation killer." 😉)

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 19:47
From: Susan Kline
Subject: Calling Script

Benjamin, if I were on the receiving end of all those emails (every other week, till they respond????) and reminders and phone calls, I would call it harassment.

You seem to be starting from the position that if they've hired you once, they owe you regular tuning appointments from then on. Did you tell any of them the first time they booked that you intended to keep after them for regular work, whether they liked it or not?

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 11:49
From: Benjamin Sanchez
Subject: Calling Script

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say.

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point.

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

hello Blaine,
i used to call, send emails and post cards until i finally decided to use gazelle.  It works wonderfully well for me.  I think it's not the thing of the future but of right now.  So far i have heard only great reviews from many of my customers who like the ease of use of the gazelle program and not a single negative one. The only remark i had when i had just started using it, was that it was reminding people too often which was easily fixable by changing the parameters.
Peter

------------------------------
Petrus Janssen
Peachtree City GA
678-416-8055
------------------------------

Original Message:
Sent: 10-04-2018 02:06
From: Blaine Hebert
Subject: Calling Script

One problem with all of our techniques is that society evolves.  Post cards work for me, but I am increasingly having customers email for appointments, something I personally find annoying as by the time we complete an email exchange I have usually received several phone calls for service and often have scheduled the dates my email customer wanted.
Gazelle may be the way of the future, but that future may also include less time in people's schedules for piano, hence less work for us.

------------------------------
Blaine Hebert
Duarte CA
626-795-5170

Original Message:
Sent: 10-02-2018 22:58
From: Willem Blees
Subject: Calling Script

Benjamin.

As I said, save your breath.   Send out a couple  of reminders and let customers call you. Let them get in the habit of calling you.  If you spoon feed them, they never grow up.

Some other things to consider, and this comes from experience.  Some customers will reluctantly say yes, just to get you off their back.  But then one of three things. They will get very picky about every little thing that's wrong with the piano and expect you to fix it, for free, as part of the tuning.  Second, they will schedule, as per above, but then never call you again. And last, whether they set up an appointment or not, as per above, they will let friends know you are too pushy, and not recommend you.

As I've  said before, you want to make customers happy, not mad.  That's how you build a good reputation, and a healthy business.


------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-02-2018 22:46
From: Benjamin Sanchez
Subject: Calling Script

Susan,

I always ask customers first if they would like reminders. If they say no, or we're no longer interested, or this is a one time thing, then I never say another word or send them anything. This is specifically for customers that request, of their own accord, to be reminded.

Personally, I know techs that don't remind their clients at all, and some that remind them way more often than I do (at least twice a week). Seeing both ends of the spectrum, I think what I do is a middle grounds compromise. To each his or her own. Find what works for you, yadda yadda yadda.

I have the emails set up now so that, when they reach a certain point, the one month overdue, the emails change to ask if they would like to continue receiving reminders? If they say we're no longer interested, then I mark their file as inactive. If they schedule, then great.

In either case, I realize that each of us will structure his or her business differently. My question wasn't about how often one should remind clients, but rather for ideas of what to say when you call. Please, let's try to stay on topic. (Before the Home Office issues another "conversation killer." 😉)

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 19:47
From: Susan Kline
Subject: Calling Script

Benjamin, if I were on the receiving end of all those emails (every other week, till they respond????) and reminders and phone calls, I would call it harassment.

You seem to be starting from the position that if they've hired you once, they owe you regular tuning appointments from then on. Did you tell any of them the first time they booked that you intended to keep after them for regular work, whether they liked it or not?

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 11:49
From: Benjamin Sanchez
Subject: Calling Script

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say.

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point.

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Without any direct evidence, I would suspect that if someone is doing reminders twice a week, something is probably wrong with their work.

------------------------------
Susan Kline
Philomath, Oregon
------------------------------

Original Message:
Sent: 10-02-2018 22:46
From: Benjamin Sanchez
Subject: Calling Script

Susan,

I always ask customers first if they would like reminders. If they say no, or we're no longer interested, or this is a one time thing, then I never say another word or send them anything. This is specifically for customers that request, of their own accord, to be reminded.

Personally, I know techs that don't remind their clients at all, and some that remind them way more often than I do (at least twice a week). Seeing both ends of the spectrum, I think what I do is a middle grounds compromise. To each his or her own. Find what works for you, yadda yadda yadda.

I have the emails set up now so that, when they reach a certain point, the one month overdue, the emails change to ask if they would like to continue receiving reminders? If they say we're no longer interested, then I mark their file as inactive. If they schedule, then great.

In either case, I realize that each of us will structure his or her business differently. My question wasn't about how often one should remind clients, but rather for ideas of what to say when you call. Please, let's try to stay on topic. (Before the Home Office issues another "conversation killer." 😉)

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 19:47
From: Susan Kline
Subject: Calling Script

Benjamin, if I were on the receiving end of all those emails (every other week, till they respond????) and reminders and phone calls, I would call it harassment.

You seem to be starting from the position that if they've hired you once, they owe you regular tuning appointments from then on. Did you tell any of them the first time they booked that you intended to keep after them for regular work, whether they liked it or not?

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 11:49
From: Benjamin Sanchez
Subject: Calling Script

Hello All,

Thanks for the suggestions! Currently, my reminder system works as follows: an email when they're coming due for tuning (saying they're coming due, and will be ready soon); an email every other week when they're due until they schedule. Once they're one month overdue, I send out two postcards, 2-3 weeks apart. After they reach the two-months overdue stage, then I call. I just started doing the calling, so am still working though exactly what to say.

Every since I started using Gazelle, my office time has been limited to basically bookkeeping. So I don't mind calling clients - at least at this point.

( Once they reach the three-month overdue stage, Gazelle will continue to send them an email once a month until I mark them as inactive or they schedule. )

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 03:51
From: Willem Blees
Subject: Calling Script

Benjamin

Save yourself a lot of time, and don't call your customers.

About 35 years ago I used to cold call customers. Then someone suggested to send a post card first, reminding them it was time to get their piano tuned, and that I would call them. That gave the person making the appointment, usually the mother, a chance to ask the piano player, the teacher, (the dog), if the piano needs to be tuned. I did that for a couple of years, and it was fairly successful.

Then I attended a class that said to send out post cards asking customers to call me. So to be sure I was doing the right thing, I did an experiment. One month I sent out post cards asking customers to call me to schedule an appointment. The next month I sent out post cards that said I would call them. I did that for 6 months. One month they called me, one month I called them.  At the end of the 6th months I looked at my tuning income. There basically was no difference.

In other words, those customers who wanted their piano tuned would call me when they got the post card, or would say yes when I called them. Those who didn't want their piano tuned would not call me anyway, or would say no when I called them. The nice thing about a post card is that it might wind up on the piano or the refrigerator, and the customer would call me months later. But the bottom line was that I was saving about 2 -3 hours a week on the phone.

I send out reminder cards for 5 years on the anniversary month of their tuning. But the best way to set up appointments is to re-schedule them. But that's another subject.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Benjamin,

I now use text messages to communicate with all but a few clients (I have a handful of older folk who never took up texting).  For the clients who have their pianos tuned regularly I simply say, "Hi [name], would you like to schedule your next piano service appointment?  Thanks, Kent Burnside."  For clients who haven't been tuned for a year or more I'll add, "Your last tuning was in [month/year]."

Texting is great for a couple of reasons.  First, it avoids the inevitable phone tag that occurs when calling and leaving voice mails; moreover, I've discovered that these days some people don't even use voice mail, so those messages would never be heard.  Second, there's a clear record of the conversation, so I can always refer back to the message chain if I forgot to write down the information.

I also use texting to remind each client two days beforehand of our upcoming appointment.  This virtually eliminates my being stood up.  

By by the way,  if you voice dictate your text messages ALWAYS proofread them before sending.  My wife recently dictated a text, and when she looked it over she discovered that Siri had altered it to something quite different.  Cheers.

------------------------------
Kent Burnside, RPT
Franklin TN
615.430.0653
------------------------------

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

I tried calling many years ago but gave it up. It took enough time just to return the calls on my message machine. The few I did call, they said, "Are you trying to drum up business?"  Well, yes; but it's more of customer service while I'm in the area.  What usually happened was that I'd be in the area and could have fit it in but they would call the day or two after I was there.

To handle any downtime, I started getting pianos to recondition and sell. Eventually I had to set aside days devoted to shop work fro spec reconditioning and contract restorations. I've done away acquiring since sales have approached zero. I don't even take free pianos now. Unless a really great deal presents itself.

Now, trying to be semi-retired, I try to schedule tunings Tuesday thru Thursday. Mondays and Fridays invariably get filled in along with performances on weekends.

------------------------------
Regards,

Jon Page
------------------------------

Original Message:
Sent: 10-02-2018 07:54
From: Kent Burnside
Subject: Calling Script

Benjamin,

I now use text messages to communicate with all but a few clients (I have a handful of older folk who never took up texting).  For the clients who have their pianos tuned regularly I simply say, "Hi [name], would you like to schedule your next piano service appointment?  Thanks, Kent Burnside."  For clients who haven't been tuned for a year or more I'll add, "Your last tuning was in [month/year]."

Texting is great for a couple of reasons.  First, it avoids the inevitable phone tag that occurs when calling and leaving voice mails; moreover, I've discovered that these days some people don't even use voice mail, so those messages would never be heard.  Second, there's a clear record of the conversation, so I can always refer back to the message chain if I forgot to write down the information.

I also use texting to remind each client two days beforehand of our upcoming appointment.  This virtually eliminates my being stood up.

By by the way,  if you voice dictate your text messages ALWAYS proofread them before sending.  My wife recently dictated a text, and when she looked it over she discovered that Siri had altered it to something quite different.  Cheers.

------------------------------
Kent Burnside, RPT
Franklin TN
615.430.0653

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

When I am old, I shall wear purple ...

I am one of those older folk who refuses to text. Talking in person or on the phone gives tone of voice and a back and forth. Emailing gives a permanent record of what was said, and plenty of room to include details. Texting does neither, plus it interrupts what one is doing.

I used to fuss about whether to send reminder cards, and I tried them, but only for a short time. I tended to have a hard time getting through everything I had to do as it was, without generating more and more routine tunings. When I'd hit a slow patch, first, I'd finally get some rest and start working on undone chores. Second, I'd start to think about setting up a postcard routine. By the time I was starting to work on that, I'd be too busy again.

At some point I started saying I was semi-retired. My sister is two years older than me, so she blazes trail for me. As I was approaching 70, I was sort of worried about being old. "Oh, no," she said, "being 70 is wonderful!" I asked why. She said, "anything you don't want to do -- you just say, 'I'm 70.'" I began to see what she meant when the latest summons for jury duty arrived. It said that people over 70 didn't need to serve. I was 70. I filled it out (after all, I wasn't OVER 70) but wasn't needed. And now I'm over 70.

I leave it to old customers to reach me and I certainly never pester them. When they do reach me, I do my very best for them. Routine new work (we have a spinet, i can't remember the last time it was tuned) I've been sending to my assistant, who used to be my trainee. He's invaluable. He can use the experience, he's nice to work with, the public gets their needs met, and I don't sit down to one more small piano last tuned 25 years ago.

------------------------------
Susan Kline
Philomath, Oregon
------------------------------

Original Message:
Sent: 10-02-2018 07:54
From: Kent Burnside
Subject: Calling Script

Benjamin,

I now use text messages to communicate with all but a few clients (I have a handful of older folk who never took up texting).  For the clients who have their pianos tuned regularly I simply say, "Hi [name], would you like to schedule your next piano service appointment?  Thanks, Kent Burnside."  For clients who haven't been tuned for a year or more I'll add, "Your last tuning was in [month/year]."

Texting is great for a couple of reasons.  First, it avoids the inevitable phone tag that occurs when calling and leaving voice mails; moreover, I've discovered that these days some people don't even use voice mail, so those messages would never be heard.  Second, there's a clear record of the conversation, so I can always refer back to the message chain if I forgot to write down the information.

I also use texting to remind each client two days beforehand of our upcoming appointment.  This virtually eliminates my being stood up.

By by the way,  if you voice dictate your text messages ALWAYS proofread them before sending.  My wife recently dictated a text, and when she looked it over she discovered that Siri had altered it to something quite different.  Cheers.

------------------------------
Kent Burnside, RPT
Franklin TN
615.430.0653

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Someone mentioned leaving clients to contact me. I don't do that, and here's why. 

One older technnician just retired and moved from my area. I've inherited a lot of his clients 😁, and the one thing they ALL said to me was "John was a great technician, but his one fault was that he didn't remind us when it was time for a tuning." Of course my enthusiastic response was, "Oh, would you like me to remind you when the time comes?"

Just one of the lessons I learned over the past few months. If people really love their pianos, they'll want continued service. But, life is busy and folks really do appreciate a friendly reminder when the time comes.

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

Original Message:
Sent: 10-02-2018 11:33
From: Susan Kline
Subject: Calling Script

When I am old, I shall wear purple ...

I am one of those older folk who refuses to text. Talking in person or on the phone gives tone of voice and a back and forth. Emailing gives a permanent record of what was said, and plenty of room to include details. Texting does neither, plus it interrupts what one is doing.

I used to fuss about whether to send reminder cards, and I tried them, but only for a short time. I tended to have a hard time getting through everything I had to do as it was, without generating more and more routine tunings. When I'd hit a slow patch, first, I'd finally get some rest and start working on undone chores. Second, I'd start to think about setting up a postcard routine. By the time I was starting to work on that, I'd be too busy again.

At some point I started saying I was semi-retired. My sister is two years older than me, so she blazes trail for me. As I was approaching 70, I was sort of worried about being old. "Oh, no," she said, "being 70 is wonderful!" I asked why. She said, "anything you don't want to do -- you just say, 'I'm 70.'" I began to see what she meant when the latest summons for jury duty arrived. It said that people over 70 didn't need to serve. I was 70. I filled it out (after all, I wasn't OVER 70) but wasn't needed. And now I'm over 70.

I leave it to old customers to reach me and I certainly never pester them. When they do reach me, I do my very best for them. Routine new work (we have a spinet, i can't remember the last time it was tuned) I've been sending to my assistant, who used to be my trainee. He's invaluable. He can use the experience, he's nice to work with, the public gets their needs met, and I don't sit down to one more small piano last tuned 25 years ago.

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 07:54
From: Kent Burnside
Subject: Calling Script

Benjamin,

I now use text messages to communicate with all but a few clients (I have a handful of older folk who never took up texting).  For the clients who have their pianos tuned regularly I simply say, "Hi [name], would you like to schedule your next piano service appointment?  Thanks, Kent Burnside."  For clients who haven't been tuned for a year or more I'll add, "Your last tuning was in [month/year]."

Texting is great for a couple of reasons.  First, it avoids the inevitable phone tag that occurs when calling and leaving voice mails; moreover, I've discovered that these days some people don't even use voice mail, so those messages would never be heard.  Second, there's a clear record of the conversation, so I can always refer back to the message chain if I forgot to write down the information.

I also use texting to remind each client two days beforehand of our upcoming appointment.  This virtually eliminates my being stood up.

By by the way,  if you voice dictate your text messages ALWAYS proofread them before sending.  My wife recently dictated a text, and when she looked it over she discovered that Siri had altered it to something quite different.  Cheers.

------------------------------
Kent Burnside, RPT
Franklin TN
615.430.0653

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

I occasionally get a request for notification but I say that I don't do that. When I was trying it, I usually got a response, "Call me back in a few weeks".  I have enough to do without having to manage other peoples' schedules. It's their piano, it's up to them to take care of it. Those that require proper maintenance will be on top of it. Fortunately, I've been busy enough not to have to chase work.

------------------------------
Regards,

Jon Page
------------------------------

Original Message:
Sent: 10-02-2018 11:57
From: Benjamin Sanchez
Subject: Calling Script

Someone mentioned leaving clients to contact me. I don't do that, and here's why.

One older technnician just retired and moved from my area. I've inherited a lot of his clients 😁, and the one thing they ALL said to me was "John was a great technician, but his one fault was that he didn't remind us when it was time for a tuning." Of course my enthusiastic response was, "Oh, would you like me to remind you when the time comes?"

Just one of the lessons I learned over the past few months. If people really love their pianos, they'll want continued service. But, life is busy and folks really do appreciate a friendly reminder when the time comes.

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 11:33
From: Susan Kline
Subject: Calling Script

When I am old, I shall wear purple ...

I am one of those older folk who refuses to text. Talking in person or on the phone gives tone of voice and a back and forth. Emailing gives a permanent record of what was said, and plenty of room to include details. Texting does neither, plus it interrupts what one is doing.

I used to fuss about whether to send reminder cards, and I tried them, but only for a short time. I tended to have a hard time getting through everything I had to do as it was, without generating more and more routine tunings. When I'd hit a slow patch, first, I'd finally get some rest and start working on undone chores. Second, I'd start to think about setting up a postcard routine. By the time I was starting to work on that, I'd be too busy again.

At some point I started saying I was semi-retired. My sister is two years older than me, so she blazes trail for me. As I was approaching 70, I was sort of worried about being old. "Oh, no," she said, "being 70 is wonderful!" I asked why. She said, "anything you don't want to do -- you just say, 'I'm 70.'" I began to see what she meant when the latest summons for jury duty arrived. It said that people over 70 didn't need to serve. I was 70. I filled it out (after all, I wasn't OVER 70) but wasn't needed. And now I'm over 70.

I leave it to old customers to reach me and I certainly never pester them. When they do reach me, I do my very best for them. Routine new work (we have a spinet, i can't remember the last time it was tuned) I've been sending to my assistant, who used to be my trainee. He's invaluable. He can use the experience, he's nice to work with, the public gets their needs met, and I don't sit down to one more small piano last tuned 25 years ago.

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 07:54
From: Kent Burnside
Subject: Calling Script

Benjamin,

I now use text messages to communicate with all but a few clients (I have a handful of older folk who never took up texting).  For the clients who have their pianos tuned regularly I simply say, "Hi [name], would you like to schedule your next piano service appointment?  Thanks, Kent Burnside."  For clients who haven't been tuned for a year or more I'll add, "Your last tuning was in [month/year]."

Texting is great for a couple of reasons.  First, it avoids the inevitable phone tag that occurs when calling and leaving voice mails; moreover, I've discovered that these days some people don't even use voice mail, so those messages would never be heard.  Second, there's a clear record of the conversation, so I can always refer back to the message chain if I forgot to write down the information.

I also use texting to remind each client two days beforehand of our upcoming appointment.  This virtually eliminates my being stood up.

By by the way,  if you voice dictate your text messages ALWAYS proofread them before sending.  My wife recently dictated a text, and when she looked it over she discovered that Siri had altered it to something quite different.  Cheers.

------------------------------
Kent Burnside, RPT
Franklin TN
615.430.0653

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

By the same token, I don't like it when customer tell me to call them when I'm on my way to remind them I coming to tune their piano. 

My response is: "OK, but can you call me to remind me".  That usually gets my point across.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789
------------------------------

Original Message:
Sent: 10-02-2018 14:14
From: Jon Page
Subject: Calling Script

I occasionally get a request for notification but I say that I don't do that. When I was trying it, I usually got a response, "Call me back in a few weeks".  I have enough to do without having to manage other peoples' schedules. It's their piano, it's up to them to take care of it. Those that require proper maintenance will be on top of it. Fortunately, I've been busy enough not to have to chase work.

------------------------------
Regards,

Jon Page

Original Message:
Sent: 10-02-2018 11:57
From: Benjamin Sanchez
Subject: Calling Script

Someone mentioned leaving clients to contact me. I don't do that, and here's why.

One older technnician just retired and moved from my area. I've inherited a lot of his clients 😁, and the one thing they ALL said to me was "John was a great technician, but his one fault was that he didn't remind us when it was time for a tuning." Of course my enthusiastic response was, "Oh, would you like me to remind you when the time comes?"

Just one of the lessons I learned over the past few months. If people really love their pianos, they'll want continued service. But, life is busy and folks really do appreciate a friendly reminder when the time comes.

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 11:33
From: Susan Kline
Subject: Calling Script

When I am old, I shall wear purple ...

I am one of those older folk who refuses to text. Talking in person or on the phone gives tone of voice and a back and forth. Emailing gives a permanent record of what was said, and plenty of room to include details. Texting does neither, plus it interrupts what one is doing.

I used to fuss about whether to send reminder cards, and I tried them, but only for a short time. I tended to have a hard time getting through everything I had to do as it was, without generating more and more routine tunings. When I'd hit a slow patch, first, I'd finally get some rest and start working on undone chores. Second, I'd start to think about setting up a postcard routine. By the time I was starting to work on that, I'd be too busy again.

At some point I started saying I was semi-retired. My sister is two years older than me, so she blazes trail for me. As I was approaching 70, I was sort of worried about being old. "Oh, no," she said, "being 70 is wonderful!" I asked why. She said, "anything you don't want to do -- you just say, 'I'm 70.'" I began to see what she meant when the latest summons for jury duty arrived. It said that people over 70 didn't need to serve. I was 70. I filled it out (after all, I wasn't OVER 70) but wasn't needed. And now I'm over 70.

I leave it to old customers to reach me and I certainly never pester them. When they do reach me, I do my very best for them. Routine new work (we have a spinet, i can't remember the last time it was tuned) I've been sending to my assistant, who used to be my trainee. He's invaluable. He can use the experience, he's nice to work with, the public gets their needs met, and I don't sit down to one more small piano last tuned 25 years ago.

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 07:54
From: Kent Burnside
Subject: Calling Script

Benjamin,

I now use text messages to communicate with all but a few clients (I have a handful of older folk who never took up texting).  For the clients who have their pianos tuned regularly I simply say, "Hi [name], would you like to schedule your next piano service appointment?  Thanks, Kent Burnside."  For clients who haven't been tuned for a year or more I'll add, "Your last tuning was in [month/year]."

Texting is great for a couple of reasons.  First, it avoids the inevitable phone tag that occurs when calling and leaving voice mails; moreover, I've discovered that these days some people don't even use voice mail, so those messages would never be heard.  Second, there's a clear record of the conversation, so I can always refer back to the message chain if I forgot to write down the information.

I also use texting to remind each client two days beforehand of our upcoming appointment.  This virtually eliminates my being stood up.

By by the way,  if you voice dictate your text messages ALWAYS proofread them before sending.  My wife recently dictated a text, and when she looked it over she discovered that Siri had altered it to something quite different.  Cheers.

------------------------------
Kent Burnside, RPT
Franklin TN
615.430.0653

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

I created an excel spreadsheet for my database that has a contact date column and an email address column. The contact date is updated after each tuning depending on their preference, 6 months, year, etc.  Each month I sort by contact date for that month, copy all the email addresses, paste those into the bcc part of the email, copy a prewrirrem simple script, "Just a reminder your piano is due for service please contact me (email preferred) to set up an appointment". And I send that to the whole lot of them in one email (bcc means they can only see that I sent it to them and not everyone else) 

If if I don't hear back by the next month I send a second reminder "just in case you missed my first reminder..."

I close the second reminder with "if you don't wish to service the piano at his time you can ignore this and another reminder will be sent in 6 months. If you prefer to be removed from the reminder list please reply and write "remove from reminder list"in the subject line."

Sending the reminder to 50, 100, 200 people takes the same amount of time about 30 seconds. My response rate is high and people who have moved, sold the piano or whatever can remove themselves from the list. If they do I always write back and ask if there was any problem with the service.

------------------------------
David Love RPT
www.davidlovepianos.com
davidlovepianos@comcast.net
415 407 8320
------------------------------

Original Message:
Sent: 10-02-2018 14:18
From: Willem Blees
Subject: Calling Script

By the same token, I don't like it when customer tell me to call them when I'm on my way to remind them I coming to tune their piano.

My response is: "OK, but can you call me to remind me".  That usually gets my point across.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-02-2018 14:14
From: Jon Page
Subject: Calling Script

I occasionally get a request for notification but I say that I don't do that. When I was trying it, I usually got a response, "Call me back in a few weeks".  I have enough to do without having to manage other peoples' schedules. It's their piano, it's up to them to take care of it. Those that require proper maintenance will be on top of it. Fortunately, I've been busy enough not to have to chase work.

------------------------------
Regards,

Jon Page

Original Message:
Sent: 10-02-2018 11:57
From: Benjamin Sanchez
Subject: Calling Script

Someone mentioned leaving clients to contact me. I don't do that, and here's why.

One older technnician just retired and moved from my area. I've inherited a lot of his clients 😁, and the one thing they ALL said to me was "John was a great technician, but his one fault was that he didn't remind us when it was time for a tuning." Of course my enthusiastic response was, "Oh, would you like me to remind you when the time comes?"

Just one of the lessons I learned over the past few months. If people really love their pianos, they'll want continued service. But, life is busy and folks really do appreciate a friendly reminder when the time comes.

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 11:33
From: Susan Kline
Subject: Calling Script

When I am old, I shall wear purple ...

I am one of those older folk who refuses to text. Talking in person or on the phone gives tone of voice and a back and forth. Emailing gives a permanent record of what was said, and plenty of room to include details. Texting does neither, plus it interrupts what one is doing.

I used to fuss about whether to send reminder cards, and I tried them, but only for a short time. I tended to have a hard time getting through everything I had to do as it was, without generating more and more routine tunings. When I'd hit a slow patch, first, I'd finally get some rest and start working on undone chores. Second, I'd start to think about setting up a postcard routine. By the time I was starting to work on that, I'd be too busy again.

At some point I started saying I was semi-retired. My sister is two years older than me, so she blazes trail for me. As I was approaching 70, I was sort of worried about being old. "Oh, no," she said, "being 70 is wonderful!" I asked why. She said, "anything you don't want to do -- you just say, 'I'm 70.'" I began to see what she meant when the latest summons for jury duty arrived. It said that people over 70 didn't need to serve. I was 70. I filled it out (after all, I wasn't OVER 70) but wasn't needed. And now I'm over 70.

I leave it to old customers to reach me and I certainly never pester them. When they do reach me, I do my very best for them. Routine new work (we have a spinet, i can't remember the last time it was tuned) I've been sending to my assistant, who used to be my trainee. He's invaluable. He can use the experience, he's nice to work with, the public gets their needs met, and I don't sit down to one more small piano last tuned 25 years ago.

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 07:54
From: Kent Burnside
Subject: Calling Script

Benjamin,

I now use text messages to communicate with all but a few clients (I have a handful of older folk who never took up texting).  For the clients who have their pianos tuned regularly I simply say, "Hi [name], would you like to schedule your next piano service appointment?  Thanks, Kent Burnside."  For clients who haven't been tuned for a year or more I'll add, "Your last tuning was in [month/year]."

Texting is great for a couple of reasons.  First, it avoids the inevitable phone tag that occurs when calling and leaving voice mails; moreover, I've discovered that these days some people don't even use voice mail, so those messages would never be heard.  Second, there's a clear record of the conversation, so I can always refer back to the message chain if I forgot to write down the information.

I also use texting to remind each client two days beforehand of our upcoming appointment.  This virtually eliminates my being stood up.

By by the way,  if you voice dictate your text messages ALWAYS proofread them before sending.  My wife recently dictated a text, and when she looked it over she discovered that Siri had altered it to something quite different.  Cheers.

------------------------------
Kent Burnside, RPT
Franklin TN
615.430.0653

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
------------------------------

I've been sending out reminders for a long time. About a year ago, I started noticing that many of my emails, and their responses, were being filtered as spam. I called my ISP to find out what was going on. I found out that the word "reminder" in your subject line is one of the top words that triggers spam. I now avoid that word completely. Another thing to avoid is too much color or too many fonts in your email. My signature line is now simply black and white.

------------------------------
Mary Beth Tawes
Sterling VA
703-801-4763
------------------------------

Original Message:
Sent: 10-03-2018 03:40
From: David Love
Subject: Calling Script

I created an excel spreadsheet for my database that has a contact date column and an email address column. The contact date is updated after each tuning depending on their preference, 6 months, year, etc.  Each month I sort by contact date for that month, copy all the email addresses, paste those into the bcc part of the email, copy a prewrirrem simple script, "Just a reminder your piano is due for service please contact me (email preferred) to set up an appointment". And I send that to the whole lot of them in one email (bcc means they can only see that I sent it to them and not everyone else)

If if I don't hear back by the next month I send a second reminder "just in case you missed my first reminder..."

I close the second reminder with "if you don't wish to service the piano at his time you can ignore this and another reminder will be sent in 6 months. If you prefer to be removed from the reminder list please reply and write "remove from reminder list"in the subject line."

Sending the reminder to 50, 100, 200 people takes the same amount of time about 30 seconds. My response rate is high and people who have moved, sold the piano or whatever can remove themselves from the list. If they do I always write back and ask if there was any problem with the service.

------------------------------
David Love RPT
www.davidlovepianos.com
davidlovepianos@comcast.net
415 407 8320

Original Message:
Sent: 10-02-2018 14:18
From: Willem Blees
Subject: Calling Script

By the same token, I don't like it when customer tell me to call them when I'm on my way to remind them I coming to tune their piano.

My response is: "OK, but can you call me to remind me".  That usually gets my point across.

------------------------------
Willem "Wim" Blees, RPT
Mililani, HI 96789

Original Message:
Sent: 10-02-2018 14:14
From: Jon Page
Subject: Calling Script

I occasionally get a request for notification but I say that I don't do that. When I was trying it, I usually got a response, "Call me back in a few weeks".  I have enough to do without having to manage other peoples' schedules. It's their piano, it's up to them to take care of it. Those that require proper maintenance will be on top of it. Fortunately, I've been busy enough not to have to chase work.

------------------------------
Regards,

Jon Page

Original Message:
Sent: 10-02-2018 11:57
From: Benjamin Sanchez
Subject: Calling Script

Someone mentioned leaving clients to contact me. I don't do that, and here's why.

One older technnician just retired and moved from my area. I've inherited a lot of his clients 😁, and the one thing they ALL said to me was "John was a great technician, but his one fault was that he didn't remind us when it was time for a tuning." Of course my enthusiastic response was, "Oh, would you like me to remind you when the time comes?"

Just one of the lessons I learned over the past few months. If people really love their pianos, they'll want continued service. But, life is busy and folks really do appreciate a friendly reminder when the time comes.

------------------------------
Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net

Original Message:
Sent: 10-02-2018 11:33
From: Susan Kline
Subject: Calling Script

When I am old, I shall wear purple ...

I am one of those older folk who refuses to text. Talking in person or on the phone gives tone of voice and a back and forth. Emailing gives a permanent record of what was said, and plenty of room to include details. Texting does neither, plus it interrupts what one is doing.

I used to fuss about whether to send reminder cards, and I tried them, but only for a short time. I tended to have a hard time getting through everything I had to do as it was, without generating more and more routine tunings. When I'd hit a slow patch, first, I'd finally get some rest and start working on undone chores. Second, I'd start to think about setting up a postcard routine. By the time I was starting to work on that, I'd be too busy again.

At some point I started saying I was semi-retired. My sister is two years older than me, so she blazes trail for me. As I was approaching 70, I was sort of worried about being old. "Oh, no," she said, "being 70 is wonderful!" I asked why. She said, "anything you don't want to do -- you just say, 'I'm 70.'" I began to see what she meant when the latest summons for jury duty arrived. It said that people over 70 didn't need to serve. I was 70. I filled it out (after all, I wasn't OVER 70) but wasn't needed. And now I'm over 70.

I leave it to old customers to reach me and I certainly never pester them. When they do reach me, I do my very best for them. Routine new work (we have a spinet, i can't remember the last time it was tuned) I've been sending to my assistant, who used to be my trainee. He's invaluable. He can use the experience, he's nice to work with, the public gets their needs met, and I don't sit down to one more small piano last tuned 25 years ago.

------------------------------
Susan Kline
Philomath, Oregon

Original Message:
Sent: 10-02-2018 07:54
From: Kent Burnside
Subject: Calling Script

Benjamin,

I now use text messages to communicate with all but a few clients (I have a handful of older folk who never took up texting).  For the clients who have their pianos tuned regularly I simply say, "Hi [name], would you like to schedule your next piano service appointment?  Thanks, Kent Burnside."  For clients who haven't been tuned for a year or more I'll add, "Your last tuning was in [month/year]."

Texting is great for a couple of reasons.  First, it avoids the inevitable phone tag that occurs when calling and leaving voice mails; moreover, I've discovered that these days some people don't even use voice mail, so those messages would never be heard.  Second, there's a clear record of the conversation, so I can always refer back to the message chain if I forgot to write down the information.

I also use texting to remind each client two days beforehand of our upcoming appointment.  This virtually eliminates my being stood up.

By by the way,  if you voice dictate your text messages ALWAYS proofread them before sending.  My wife recently dictated a text, and when she looked it over she discovered that Siri had altered it to something quite different.  Cheers.

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Kent Burnside, RPT
Franklin TN
615.430.0653

Original Message:
Sent: 10-01-2018 23:41
From: Benjamin Sanchez
Subject: Calling Script

Hello all,

For those of you who call their clients to remind them its time for a tune up,I'm just wondering how you phrase what you say. Any suggestions?

Thanks,

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Benjamin Sanchez
Professional Piano Services
(805)315-8050
www.professional-piano-services.com
BenPianoPro@comcast.net
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