Pianotech

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

Original Message------

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

Original Message------

Sounds like you did everything right before you arrived. It's not worth a fight. In these situations, I roll with my perception. How long was I there ? How much discussion took place?  Then if they balk, I put the ball in their court and use analogies they can identify with. Sometimes it works. Something is better than nothing. No stress is better than distress.  

"PTG - Expand your horizon - Share the vision:

Providing Quality Service for the World's Pianos

Good, Better, Best. Never let it rest, 'til the good is better and the better is best."

To schedule an appointment online click here http://bit.ly/2ErRaav

George W.R.(Bill) Davis, RPT, SERVP

The Piano Place GA

2315 Rocky Mountain Rd NE

Marietta GA 30066

(770) 778-6881

www.pianoplace.net

Sent from my iPhone

You are understandably ticked off. Some folks just won't play fair no matter what.

Lately I have been asking people to send pictures ahead of time...so I might be able to "tell them something without me having to charge them anything". Then I use other expressions that indicate there is a charge involved no matter what (unless of course I personally decide not to charge anything for some reason). The pics get them involved. That's good. When i can only tell so much from them I yell them that "unfortunately it's going to require a physical inspection and the charge for that is $xxx.xx. Is that what you would like?"

Stuff like that. Unfortunately you eat one here and there. But look at it this way, you would have had trouble even if you did work to it...guaranteed. But it is a bummer.

Pwg

------------------------------
Peter Grey
Stratham NH
603-686-2395
pianodoctor57@gmail.com
------------------------------

Original Message:
Sent: 06-27-2018 15:23
From: James Frazee
Subject: Minimum service call fee

I stopped doing appraisals because people only wanted to pay if they got the "right" answers.  My average was around 50/50 and so, considering my time and what else I could have been doing, I now just say "No."

Original Message------

Sounds like you did everything right before you arrived. It's not worth a fight. In these situations, I roll with my perception. How long was I there ? How much discussion took place?  Then if they balk, I put the ball in their court and use analogies they can identify with. Sometimes it works. Something is better than nothing. No stress is better than distress.  

"PTG - Expand your horizon - Share the vision:

Providing Quality Service for the World's Pianos

Good, Better, Best. Never let it rest, 'til the good is better and the better is best."

To schedule an appointment online click here http://bit.ly/2ErRaav

George W.R.(Bill) Davis, RPT, SERVP

The Piano Place GA

2315 Rocky Mountain Rd NE

Marietta GA 30066

(770) 778-6881

www.pianoplace.net

Sent from my iPhone

This is what I do also. It works well.

------------------------------
John Formsma, RPT
New Albany MS
------------------------------

Original Message:
Sent: 06-27-2018 16:03
From: Peter Grey
Subject: Minimum service call fee

You are understandably ticked off. Some folks just won't play fair no matter what.

Lately I have been asking people to send pictures ahead of time...so I might be able to "tell them something without me having to charge them anything". Then I use other expressions that indicate there is a charge involved no matter what (unless of course I personally decide not to charge anything for some reason). The pics get them involved. That's good. When i can only tell so much from them I yell them that "unfortunately it's going to require a physical inspection and the charge for that is $xxx.xx. Is that what you would like?"

Stuff like that. Unfortunately you eat one here and there. But look at it this way, you would have had trouble even if you did work to it...guaranteed. But it is a bummer.

Pwg

------------------------------
Peter Grey
Stratham NH
603-686-2395
pianodoctor57@gmail.com

Original Message:
Sent: 06-27-2018 15:23
From: James Frazee
Subject: Minimum service call fee

I stopped doing appraisals because people only wanted to pay if they got the "right" answers.  My average was around 50/50 and so, considering my time and what else I could have been doing, I now just say "No."

Original Message------

Sounds like you did everything right before you arrived. It's not worth a fight. In these situations, I roll with my perception. How long was I there ? How much discussion took place?  Then if they balk, I put the ball in their court and use analogies they can identify with. Sometimes it works. Something is better than nothing. No stress is better than distress.  

"PTG - Expand your horizon - Share the vision:

Providing Quality Service for the World's Pianos

Good, Better, Best. Never let it rest, 'til the good is better and the better is best."

To schedule an appointment online click here http://bit.ly/2ErRaav

George W.R.(Bill) Davis, RPT, SERVP

The Piano Place GA

2315 Rocky Mountain Rd NE

Marietta GA 30066

(770) 778-6881

www.pianoplace.net

Sent from my iPhone

I Schedule a full service tuning, which includes minor repairs and pitch adjustments.  I then go in to say that if in my opinion the repairs are more than what I think are minor, I get their permission to do the work.  Then I end my conversation with, "if I deem that the piano is not worth fixing, I simply walk away and not charge anything".   

It usually takes me only a few minutes if my time to condem a piano. By not charging the customer, there is a good chance they will call me again when they get another piano.  If not, then I consider it a service to the piano community.  

My attitude is that if you look at the big picture, and don't fret the small stuff, you'll be happier and make more money in the long run.

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

Original Message:
Sent: 06-27-2018 14:47
From: Geoff Sykes
Subject: Minimum service call fee

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

One of the guys in my chapter charges for "a tuning, unless it turns into an assessment." He explains that if the piano is tunable, then great, he'll go ahead and do it on that appointment. If the piano isn't tunable, then it will need to be rebuilt, and he'll look at the condition and give them a quote.

He does quite a bit of rebuilding, so he knows beforehand how much it will cost. So, if that turns out to be the case, he'll spend the time explaining what rebuilding costs and if it would be worth it on this piano. As far as I know, it works for him... I've not yet had the opportunity to try it, though. In his case, part of the reason it works is because he knows exactly how much rebuilding costs currently.

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

Original Message:
Sent: 06-27-2018 15:51
From: Willem Blees
Subject: Minimum service call fee

I Schedule a full service tuning, which includes minor repairs and pitch adjustments.  I then go in to say that if in my opinion the repairs are more than what I think are minor, I get their permission to do the work.  Then I end my conversation with, "if I deem that the piano is not worth fixing, I simply walk away and not charge anything".

It usually takes me only a few minutes if my time to condem a piano. By not charging the customer, there is a good chance they will call me again when they get another piano.  If not, then I consider it a service to the piano community.

My attitude is that if you look at the big picture, and don't fret the small stuff, you'll be happier and make more money in the long run.

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

Original Message:
Sent: 06-27-2018 14:47
From: Geoff Sykes
Subject: Minimum service call fee

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

I often ask new customers to send me a few digital photos when they are describing an elderpiano.
I only recall two walkaways in the last 20 years, and in one I was glad to leave with my life.
The lady was nice, the kid was quiet and the piano was o.k. Then the husband come in and began screaming and banging on the piano with his fist, saying he wouldn't pay because the kid was too stupid to play the piano anyway. 
I thought it best to pack up and go. In the back yard several of his friends were hanging out, big guys in muscleman shirts.

------------------------------
Ed Sutton
ed440@me.com
(980) 254-7413
------------------------------

Original Message:
Sent: 06-27-2018 14:47
From: Geoff Sykes
Subject: Minimum service call fee

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

------------------------------
Peter Grey
Stratham NH
603-686-2395
pianodoctor57@gmail.com
------------------------------

Original Message:
Sent: 06-27-2018 16:19
From: Ed Sutton
Subject: Minimum service call fee

I often ask new customers to send me a few digital photos when they are describing an elderpiano.
I only recall two walkaways in the last 20 years, and in one I was glad to leave with my life.
The lady was nice, the kid was quiet and the piano was o.k. Then the husband come in and began screaming and banging on the piano with his fist, saying he wouldn't pay because the kid was too stupid to play the piano anyway.
I thought it best to pack up and go. In the back yard several of his friends were hanging out, big guys in muscleman shirts.

------------------------------
Ed Sutton
ed440@me.com
(980) 254-7413

Original Message:
Sent: 06-27-2018 14:47
From: Geoff Sykes
Subject: Minimum service call fee

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

ed...

   to act as that person did was not only pathetic behavior it would be a form of child abuse in my book. the poor mom and child had to endure
being humiliated in front of a stranger. not sure how i would have reacted but i know i would have been pretty upset about it .  no child or spouse should have to endure such cruel treatment

------------------------------
James Kelly
Pawleys Island SC
843-325-4357
------------------------------

Original Message:
Sent: 06-27-2018 16:19
From: Ed Sutton
Subject: Minimum service call fee

I often ask new customers to send me a few digital photos when they are describing an elderpiano.
I only recall two walkaways in the last 20 years, and in one I was glad to leave with my life.
The lady was nice, the kid was quiet and the piano was o.k. Then the husband come in and began screaming and banging on the piano with his fist, saying he wouldn't pay because the kid was too stupid to play the piano anyway.
I thought it best to pack up and go. In the back yard several of his friends were hanging out, big guys in muscleman shirts.

------------------------------
Ed Sutton
ed440@me.com
(980) 254-7413

Original Message:
Sent: 06-27-2018 14:47
From: Geoff Sykes
Subject: Minimum service call fee

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

When a teacher becomes aware of abuse they are required to report it to the Department of Social Services (at least in New York). DSS doesn’t always get it right, but it’s our best line of defense. They’re underfunded, understaffed and carry horrific workloads. Not to get political, but I think our limited national resources would be better spent funding social services than creating a “space force”. Of these two, which would be the better to protect this poor woman and her abused child?


Original Message------

ed...

   to act as that person did was not only pathetic behavior it would be a form of child abuse in my book. the poor mom and child had to endure
being humiliated in front of a stranger. not sure how i would have reacted but i know i would have been pretty upset about it .  no child or spouse should have to endure such cruel treatment

------------------------------
James Kelly
Pawleys Island SC
843-325-4357
------------------------------

Erich,

I find your reply filled with political agenda, and having nothing to do with pianos. Perhaps a better response would have been what you would have done in that situation....

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

Original Message:
Sent: 06-30-2018 11:40
From: Erich Borden
Subject: Minimum service call fee

When a teacher becomes aware of abuse they are required to report it to the Department of Social Services (at least in New York). DSS doesn't always get it right, but it's our best line of defense. They're underfunded, understaffed and carry horrific workloads. Not to get political, but I think our limited national resources would be better spent funding social services than creating a "space force". Of these two, which would be the better to protect this poor woman and her abused child?


Original Message------

ed...

   to act as that person did was not only pathetic behavior it would be a form of child abuse in my book. the poor mom and child had to endure
being humiliated in front of a stranger. not sure how i would have reacted but i know i would have been pretty upset about it .  no child or spouse should have to endure such cruel treatment

------------------------------
James Kelly
Pawleys Island SC
843-325-4357
------------------------------

I wonder how much the father and his buddies had had to drink before Ed arrived? The money the father saved, by not paying for  piano service or consultation, probably paid for many cases of beer or several bottles of whiskey. 

I suspect Ed will have this narrative in a chapter of his Pulitzer Prize winning novel... Elder Piano Abuse, soon available in book stores or at on- line book sellers. That will be chapter 12, Run Away and Be Safe.  Right before chapter 11. You Can't Fix Stupid.

Sadly his book probably won't be made into a movie due to lack of appropriate actors,
because The Tree Stooges passed away many years ago.

------------------------------
Robert Highfield
Lancaster PA
------------------------------

Original Message:
Sent: 06-27-2018 16:19
From: Ed Sutton
Subject: Minimum service call fee

I often ask new customers to send me a few digital photos when they are describing an elderpiano.
I only recall two walkaways in the last 20 years, and in one I was glad to leave with my life.
The lady was nice, the kid was quiet and the piano was o.k. Then the husband come in and began screaming and banging on the piano with his fist, saying he wouldn't pay because the kid was too stupid to play the piano anyway.
I thought it best to pack up and go. In the back yard several of his friends were hanging out, big guys in muscleman shirts.

------------------------------
Ed Sutton
ed440@me.com
(980) 254-7413

Original Message:
Sent: 06-27-2018 14:47
From: Geoff Sykes
Subject: Minimum service call fee

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

Just for clarity, this was the only ugly experience I've had, and it was in a new, well-furnished MacMansion in an upscale neighborhood.

------------------------------
Ed Sutton
ed440@me.com
(980) 254-7413
------------------------------

Original Message:
Sent: 06-28-2018 13:30
From: Robert Highfield
Subject: Minimum service call fee

I wonder how much the father and his buddies had had to drink before Ed arrived? The money the father saved, by not paying for  piano service or consultation, probably paid for many cases of beer or several bottles of whiskey.

I suspect Ed will have this narrative in a chapter of his Pulitzer Prize winning novel... Elder Piano Abuse, soon available in book stores or at on- line book sellers. That will be chapter 12, Run Away and Be Safe.  Right before chapter 11. You Can't Fix Stupid.

Sadly his book probably won't be made into a movie due to lack of appropriate actors,
because The Tree Stooges passed away many years ago.

------------------------------
Robert Highfield
Lancaster PA

Original Message:
Sent: 06-27-2018 16:19
From: Ed Sutton
Subject: Minimum service call fee

I often ask new customers to send me a few digital photos when they are describing an elderpiano.
I only recall two walkaways in the last 20 years, and in one I was glad to leave with my life.
The lady was nice, the kid was quiet and the piano was o.k. Then the husband come in and began screaming and banging on the piano with his fist, saying he wouldn't pay because the kid was too stupid to play the piano anyway.
I thought it best to pack up and go. In the back yard several of his friends were hanging out, big guys in muscleman shirts.

------------------------------
Ed Sutton
ed440@me.com
(980) 254-7413

Original Message:
Sent: 06-27-2018 14:47
From: Geoff Sykes
Subject: Minimum service call fee

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

Thanks to everyone for your replies. Some very good ideas here. 

This was not an appraisal. The guy actually wanted me to repair and tune the piano so he could play it again. I guess I did not stress minimum service call if repairs are not possible quite sufficiently. This is only the second time I have ever had to just call it a wash, and all said, losing a couple hours on an extraordinarily infrequent situation is no big thing.

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------

Original Message:
Sent: 06-27-2018 14:47
From: Geoff Sykes
Subject: Minimum service call fee

I have established a minimum service call fee that one friendly customer, who I still provide service for, cleverly defined as what it will cost for me to ring their doorbell. Usually this is no problem. However, I had a new customer today that refused to pay. He had a 103 year old Krell upright that was literally falling apart. It was way beyond help. Even though I had explained my fees when he originally booked the time he balked even when I offered to drop my fee for that visit by 50%. I will never see this guy again so I just walked. So, today's question is: How do you legitimize a minimum service call fee, to a new customer, when there is nothing you can do for the piano? Or do you even bother attempting to collect?

------------------------------
Geoff Sykes, RPT
Los Angeles CA
------------------------------