Let me just take that a bit further, I think it's vitally important to educate our customers, or potential customers, even, maybe especially, when the information is not in our best interest but in theirs. For example, when I talk someone out of rebuilding their family piano by telling them that sentimental reasons are valid but you should know that the cost will far exceed the value of the piano when it's done. Or, when it's not a family heirloom, that they'd be better off just getting rid of it and buying something else when I could easily talk them into work that would provide only modest benefit due to the nature of the instrument. Or when I could do a repair but it really calls for replacement and I suggest they hold out and consider the proper way to do it, wait until they can if possible, so they aren't spending on something that will just be discarded. Those discussions, and more like it, happen all the time. I have, no doubt, talked myself out of putting money directly into my pocket but people are always grateful for the honesty, and it often leads to a longer term relationship that yields benefits down the road.
When it comes to servicing, I have frank discussions with them about their goals and expectations for the piano and what it will take to get it there and advise the proper order for things to be done and why or why not. Sometimes that also means laying aside work that is not in line with their current needs even if the piano might benefit from it. I dispense a lot of information (meaning time) on the phone, often for people who are just calling around to figure out what or what not to do. My attitude about "sales" (vulgar word to me) is that your job is to give people the information they need to make an informed decision that is best for their needs, not for yours. If the product you are "selling" has value commensurate with the cost, even if it's on the high side, you will benefit in the long run.
When customers feel that you have their best interest in mind and not your own, then, and only then, will they trust you and, assuming your work is actually any good, hire and refer you. That's how I've built the business I have and, not to toot my own horn, it's worked out very well. Of course, it requires that you know what you're talking about. Skill sets are important, but the development of a knowledge base and the "skill" of being able to communicate that effectively is equally important. Not enough of that, IMO.
Competing for bottom feeders provides no benefits in my experience, in fact, it's quite the contrary.
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David Love RPT
www.davidlovepianos.comdavidlovepianos@comcast.net415 407 8320
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Original Message:
Sent: 09-17-2024 10:07
From: David Love
Subject: price shoppers
These are all good points and I certainly have no problem with people asking what the fees are, what it covers, or having the opportunity to describe why only tuning their piano might not be sufficient to keep the piano operating at its optimum level. I do that all the time and it is the basis for advocating for full service appointments, which, by their nature, are more expensive.
But that's not what I'm referring to. In this case, I'm talking about a person who just calls around for the lowest price period. In that case, I'm not really interested in competing for that customer, regardless of what their connections might be. It's likely the information they provide to those who rely on them for advice, is who they found to do it for the least cost. The same types of customers tend to be those who service the piano once every 10 years and while they've waited 10 years, tend to expect you to be available the same day.
I realize that through most of our careers we develop a mindset of being grateful for any opportunity to gain a new customer and, especially in the earlier part of our careers, tend to take anything that comes our way. I'm over that.
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David Love RPT
www.davidlovepianos.com
davidlovepianos@comcast.net
415 407 8320
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Original Message:
Sent: 09-16-2024 20:12
From: Peter Grey
Subject: price shoppers
Agreed...it all depends on when in the conversation the subject comes up, and then how they react to it. If the reaction is: "oh okay, that's fine" then all is well. If its: "oh, I wasn't expecting that...the last time I had it done I think I paid $75..." that's different and not a good sign. 😕
Peter Grey Piano Doctor
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Peter Grey
Stratham NH
(603) 686-2395
pianodoctor57@gmail.com
Original Message:
Sent: 09-16-2024 17:04
From: Geoff Sykes
Subject: price shoppers
I think the main point here is the difference between people that contact us and immediately ask for the price, and people that are calling about piano service and price is one of their concerns. In the former, I tell them, they usually say thank you and then end the conversation. If, on the other hand, they allow me to ask, in return, where they are located, what kind of piano they have and when it was last serviced then we have started a conversation. I now have enough information about them, and their piano, to let them know about possible needs, why should be considered, and possible costs. They now understand what I charge and how I do business. For example, I tell them I won't do any work that could result in additional billing without discussing it with them first. These are people I want to have as customers because they care about their piano and the service they are paying me to provide. The others may just be short on funds and price could therefore be a primary concern. Or they could just be cheap. I'm simply not available to those who can't, or won't, pay for my services. And I'm OK with that because there are enough other techs out there who charge less that can provide them with the services they need and can afford. Price shoppers eventually get the tech they need and deserve.
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Geoff Sykes, RPT
Los Angeles CA
Original Message:
Sent: 09-16-2024 11:10
From: Wim Blees
Subject: price shoppers
There is a difference between customers asking your fee for tuning and price shopping. When a new customer calls and ask what I charge, the first thing I ask is how long it has been and if there are any key sticking. Based on their answer I will give them my basic fee and full service fee, which includes a pitch raise and minor repairs. But I also explain that if, in my opinion, the repairs are more than what I consider minor, I will tell them ahead of time what the charge will be and get their permission to do the work.
This eliminates a lot of price shoppers, which is fine, because I probably don't want to work on their piano anyway. But I also do get a lot of work based on that because they know I will be honest and up front with them. People want to know how much it's going to cost so that they can budget the work. If not then, but maybe a little later.
Wim
Original Message:
Sent: 9/16/2024 11:02:00 AM
From: Nathan Monteleone
Subject: RE: price shoppers
Yeah, personally I don't hold anybody that they asked, or wanted to call around and get other quotes. That's totally their business. In a way it's a good strategy when hiring any contractor for a job you aren't really familiar with the usual rates for. If they're sharp, they may be discarding outliers in either direction and asking questions about whether they do more than just tune. To Scott's point people like that tend to be known by their friends and family as a good source of advice...
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Nathan Monteleone RPT
Fort Worth TX
(817) 675-9494
nbmont@gmail.com
Original Message:
Sent: 09-16-2024 10:29
From: Scott Cole
Subject: price shoppers
Here's an opposing view to turning down price shoppers: If they communicate price resistance but still eventually want to hire me, I won't turn them down. Why? Because you never know who they know and where that job will lead.
They might be cheap and won't get their piano tuned for another five years after I tune it-but maybe they have a friend with a nice piano that isn't cheap. Or maybe they know a teacher that's looking for a technician, or another family member gets a piano at some point.
Maybe their kid's school teacher just got a budget approved to tune a bunch of school pianos. Often, the piano gets sold, the new owner sees my tuning record card; who do you think they call?
Original Message:
Sent: 9/15/2024 12:58:00 PM
From: Peter Grey
Subject: RE: price shoppers
It's actually better in the long run to simply let them go their way. Price shoppers are a long standing habit, and in some cases actually a game (to be won). I don't play the game. In fact I do the opposite by saying: "FYI, my fees are in fact the highest in the area so if you can get it good and cheaper that's a no brainer to me".
Peter Grey Piano Doctor
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Peter Grey
Stratham NH
(603) 686-2395
pianodoctor57@gmail.com
Original Message:
Sent: 09-15-2024 12:21
From: Nathan Monteleone
Subject: price shoppers
I often suspect that many of these price shoppy types are hired by services like Thumbtack to survey the going rates. The ones that hit me via email will sometimes say stuff like "thanks but the piano has already been tuned by someone else." Really, less than 24 hours from the inquiry?
Personally I don't waste any time arguing about it. If they ask for a discount I just say "No, my prices are firm". If they say they went with someone cheaper, "Thanks for following up, let me know if I can help you in the future."
My sense is that there's no sense in me trying to convince someone I'm worth what I charge. It's just going to come across as a sales pitch. They'll either find out the hard way, or not if they don't care about quality.
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Nathan Monteleone RPT
Fort Worth TX
(817) 675-9494
nbmont@gmail.com