Pianotech

I have several tuner/tech friends that I occasionally provide substitute tuning services for when they are not available in a crunch. I occasionally refer some of my customers to those same tuner friends when I am in a crunch. I'm sure I am not alone in this practice, and I am grateful that I have those trusted resources, in both directions, when needed. (- whew -)

Sometimes I come upon a piano that I am providing a substitute tuning for and find that it is in need of several simple things that I consider part of my standard service. Things like cleaning the keys. Dusting the soundboard under the strings. Polishing the fallboard brass. Little things that make the customer happy that are so easy I never charge for. 

Today's question concerns what to do when I am called upon to service a piano, for a fellow friend tuner, and find that these simple things have not been considered in past tuning's. 

The last thing I want to do is steal a customer away from a fellow piano tech, especially when I have been called in to substitute for that tech. However I still want to provide the best service possible.

When called in to substitute tune for a fellow piano tech, and I find that several simple services that I normally attend to would benefit the customer, should I ignore those simple tasks in favor of their regular tech or should I do attend to those simple tasks and possibly alienate the customer away from their usual tech, and my friend. 

???

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Geoff Sykes, RPT
Los Angeles CA
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I would love to hear what LaRoy Edwards has to say on this subject. 

We each have unique service styles. So some conflict of approach will always be there.

In the case of the cleaning, I might try to do it without the customer knowing if possible. Or if that's not feasible, something along the lines of saying: "(their Techs name)  told me they noted on your future service file it is time for some cleaning. And they asked me to do that if possible, so if you don't mind?"

If any regulation touch up could be done in a few minutes, I would do that while the action was out for the cleaning.

The situations are so complex one must think on their feet well.

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Edward McMorrow
Edmonds WA
425-299-3431
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Original Message:
Sent: 02-12-2020 22:22
From: Geoff Sykes
Subject: Fair and ethical treatment

I have several tuner/tech friends that I occasionally provide substitute tuning services for when they are not available in a crunch. I occasionally refer some of my customers to those same tuner friends when I am in a crunch. I'm sure I am not alone in this practice, and I am grateful that I have those trusted resources, in both directions, when needed. (- whew -)

Sometimes I come upon a piano that I am providing a substitute tuning for and find that it is in need of several simple things that I consider part of my standard service. Things like cleaning the keys. Dusting the soundboard under the strings. Polishing the fallboard brass. Little things that make the customer happy that are so easy I never charge for.

Today's question concerns what to do when I am called upon to service a piano, for a fellow friend tuner, and find that these simple things have not been considered in past tuning's.

The last thing I want to do is steal a customer away from a fellow piano tech, especially when I have been called in to substitute for that tech. However I still want to provide the best service possible.

When called in to substitute tune for a fellow piano tech, and I find that several simple services that I normally attend to would benefit the customer, should I ignore those simple tasks in favor of their regular tech or should I do attend to those simple tasks and possibly alienate the customer away from their usual tech, and my friend.

???

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Geoff Sykes, RPT
Los Angeles CA
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I usually approach this subject with "I notice it's time for XYZ..." This approach doesn't put down their previous tech, it just lets them know that it's time for whatever XYZ is. 

Obviously this doesn't work quite as well for major stuff (like rebuilding), but it does seem to be a good way to handle the little stuff - at least for me that is. 

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Benjamin Sanchez, RPT
Piano Technician / Artisan
(805) 315-8050
www.professional-piano-services.com
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Original Message:
Sent: 02-12-2020 22:22
From: Geoff Sykes
Subject: Fair and ethical treatment

I have several tuner/tech friends that I occasionally provide substitute tuning services for when they are not available in a crunch. I occasionally refer some of my customers to those same tuner friends when I am in a crunch. I'm sure I am not alone in this practice, and I am grateful that I have those trusted resources, in both directions, when needed. (- whew -)

Sometimes I come upon a piano that I am providing a substitute tuning for and find that it is in need of several simple things that I consider part of my standard service. Things like cleaning the keys. Dusting the soundboard under the strings. Polishing the fallboard brass. Little things that make the customer happy that are so easy I never charge for.

Today's question concerns what to do when I am called upon to service a piano, for a fellow friend tuner, and find that these simple things have not been considered in past tuning's.

The last thing I want to do is steal a customer away from a fellow piano tech, especially when I have been called in to substitute for that tech. However I still want to provide the best service possible.

When called in to substitute tune for a fellow piano tech, and I find that several simple services that I normally attend to would benefit the customer, should I ignore those simple tasks in favor of their regular tech or should I do attend to those simple tasks and possibly alienate the customer away from their usual tech, and my friend.

???

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Geoff Sykes, RPT
Los Angeles CA
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