In the discussion of tool cases, the topic of tuning versus added repairs came up. I thought I'd share some thoughts on this and invite others to do the same, without discussing fees.
Here's how I explain rates and piano maintenance to clients:
I charge "X" amount for a normal fine tuning, and this fee is the same as the hourly rate for the first hour of a service call. After the first hour, I charge "X" per hour for all additional maintenance. My normal minimum recommendation for a piano in regular use, is:
6-month tunings. And an additional 2-3 hours of yearly maintenance beyond that, for maintenance of hammer shape, regulation, voicing, repairs and dusting and vacuuming. And also cleaning off the damp chaser humidifier bar / sensors if there is calcification, changing pads and clean-sleeve (most use distilled water though).
If a piano needs even more maintenance, then the action has to go to the shop. This would be more likely for the filing of deeply-grooved hammers that will be returned to use, and polishing key frame pins and capstans and applying McLube dry film. Sometimes I do some hammer filing at the customer's house.
My business practices have been formulated by paying close attention to how other successful, more senior technicians in the PTG operate, then thinking about their philosophy and comparing to my thinking, and discussing it with my wife.
I find there are customers who will require the tuning only. But they pay adequately for the simple hour of tuning only, and have to understand that they cannot expect more things than a tuning, if they want to pay for a tuning only. It then becomes my free option and delight to do extra work for an individual, couple or family who I would like to help out a bit, sensing that would be an encouragement to them, to do so.
Some of this might sound harsh and unsympathetic. But I don't think that's the case. I want to feel generous and to enjoy working for my customers. That is what will produce good work. Resenting the technician's life of constant free extras, and conditioning customers to expect extra items or get discounts, may not lead to happiness and quality work. Or quality clients. On the other hand, if a piano technician finds that they can be truly happy, and support themselves by charging for a tuning and making it a practice to include additional maintenance at no added cost, I see no problem with that. I just tend to prefer to clarify that the tuning fee is just that, if that is all a customer wants.
I do generally take care of a 5-minute adjustment or something simple. But that's on a volunteer basis, and I don't condition clients to expect more than a tuning, for the tuning fee.
I have also noticed that some technicians like to be less specific about fees, and include an unspecified quantity of extras inside a tuning fee or some larger block fee that doesn't involve a specific amount of time. Or, some advise the practice of notating that extras have been done at every service visit. However, I have sensed over the years that a lot of the people I work for do not believe that anything is really "free," and that this practice does not, in fact, improve their perception of me as a professional businessman. So I instead prefer accuracy of billing according to my time on-site. This also helps both me and the customer not waste time talking since I'm getting paid by the hour. I have begun to find that I lean more toward being more professional than a "friend" to clients. Whether they realize it or not, most people are best served by a tech who does not get overly involved in conversation, or take time out of their day, but who instead focuses on extremely good work, done quietly and efficiently - and that's it. Then, their music and the piano become the main thing, and their loyalty based almost purely the quality of technical work / tuning accuracy and stability.
Friends, try not to work so much, or in manner that you dislike your job. Arrange your life so that when you wake up in the morning, you WANT to live the way you are living. If that's not the case, make the changes. This career requires this, and no less. You should pursue some degree of happiness in your career and life; this is not a selfish thing to do.
People's values and beliefs will be the basis for their lives and the way they treat other people.
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Tom Wright, RPT
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