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#1592964 - 01/07/11 11:06 PM Angry Mom
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
Aug 2010:
Everyone in my studio sign a policy saying that tuition will be per month basis but not per lesson anymore. There will be total of 48 lessons in a year with some months 3 lessons and some months 5 lessons and the tuition is a flat fee of X same for every month. They also have a studio calendar that marked all the weeks that studio is close, recital date and other important dates.

Dec 2010:
I sent out newsletter to ALL parents to remind them that there will be no lesson for 2 weeks for Christmas- New Year Holiday. I also gave them a return date for their lesson.

Last week during my vacation:
I missed a call from this mom because I am in vacation, and she also text me saying that she is waiting at my studio and she is not happy that I am not there.

Later when I got back from vacation, I receive an email saying that her husband is not happy that even I only teach 3 weeks in December and 3 weeks in January, she still pay for 4 lessons for each month. In her own words: My husband and I are not happy with this, we want to find a teacher that charges by the hour, so you get paid when you work and if you take vacation, you don’t get paid, that simple.

Does anyone know what I am talking here? I am not getting pay for my vacation but somehow parents thought I am getting pay for vacation and not happy about this. How should I re-word and explain to her?
Thank you!




Edited by Smallpiano (01/07/11 11:10 PM)
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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#1592967 - 01/07/11 11:11 PM Re: Angry Mom [Re: Smallpiano]
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
Add on:
She signed the policy, I wonder if she did not read it or she don't understand?
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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#1592977 - 01/07/11 11:25 PM Re: Angry Mom [Re: Smallpiano]
Kreisler Offline


Registered: 11/27/02
Posts: 13818
Loc: Iowa City, IA
If they're that stupid, you don't want them in your studio.

Let 'em go and don't look back.

Send her an email that simply says:

"Dear Parent,

My tuition policies and lesson schedule were clearly stated on the policy statement you signed in August, and I sent a reminder email regarding Winter break a few weeks ago. Please understand that charging and billing are two different things. I do "charge by the hour", but I bill in 9 equal payments for the sake of convenience. (Much like the "level billing" service that many utility companies provide.) I'm sorry you've decided this arrangement is unacceptable and understand if you choose to seek lessons from another teacher."
_________________________
"If we continually try to force a child to do what he is afraid to do, he will become more timid, and will use his brains and energy, not to explore the unknown, but to find ways to avoid the pressures we put on him." (John Holt)

www.pianoped.com
www.youtube.com/user/UIPianoPed

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#1592981 - 01/07/11 11:32 PM Re: Angry Mom [Re: Smallpiano]
currawong Offline
5000 Post Club Member

Registered: 05/15/07
Posts: 5976
Loc: Down Under
I guess you could send them another copy of the policy with the relevant bits highlighted, but if they've misunderstood this, there will no doubt be other similar situations in the future. It's frustrating, isn't it. I've had the same policy (more or less) in the past, and it's surprising how many times you can explain it and still someone doesn't get it. Maybe Kreisler's solution is the best after all. smile

edit: I've just read Kreisler's PS. Better still. smile
_________________________
Du holde Kunst...

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#1592992 - 01/07/11 11:49 PM Re: Angry Mom [Re: Smallpiano]
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
Yes, I sent her a scanned copy of her signed policy and highlighted the important sections. I try to call her to explain things to her but she has not been picking up my call. Do you think she will be so shame to realize that she either do not read the policy or she misunderstand and no face to see me and decide to stop even she knows it is her mistake but not mine?
Thank you for the suggestions, anyway
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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#1593003 - 01/08/11 12:04 AM Re: Angry Mom [Re: Smallpiano]
liszt85 Offline
3000 Post Club Member

Registered: 08/26/08
Posts: 3159
She might still be pissed off.. which is the other possible reason why she might not be picking up your call. If that's the case and if she does not apologize, you should let them go find another teacher. They are not worth your time.
_________________________
Current:
Beethoven: Sonata Op.31, No.2 ("Tempest")
Debussy: Danseuses de Delphes (Prelude 1, Book 1)
Next in line:
Chopin: Ballade No. 1 in G minor, Op.23
Debussy: Le vent dans la plaine (Prelude 3, Book 1)
Debussy: Les sons et les parfums tournent dans l'air du soir (Prelude 4, Book 1)

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#1593006 - 01/08/11 12:14 AM Re: Angry Mom [Re: Smallpiano]
david_a Offline
2000 Post Club Member

Registered: 11/11/09
Posts: 2913
Parents who fight with you about this are going to fight with you about everything, simply because they enjoy fighting. Nothing you do will change that. You can either let them go, or decide to live with the fighting. For me, the fighting isn't worth it, so I am not unhappy to see such people leave.
_________________________
(I'm a piano teacher.)

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#1593062 - 01/08/11 03:07 AM Re: Angry Mom [Re: Smallpiano]
Ben Crosland Offline
Full Member

Registered: 03/11/10
Posts: 421
Loc: Worcester, UK
This is exactly why I ended up charging by the term and not the month - it seems that there is always a certain percentage who just can't get their heads around the fixed monthly fee. I also get much better holidays now.
_________________________
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#1593172 - 01/08/11 09:40 AM Re: Angry Mom [Re: Smallpiano]
lilylady Offline
4000 Post Club Member

Registered: 03/17/05
Posts: 4981
Loc: boston north
The easy explanation is right back at them...
On those months with 5 lessons, you also just get charged for the 4. It all works out in the end, doesn't it?

I think she is gone. She already explained that she does not like this type of payment. I think that is her way of saying goodbye and why.

You have done nothing wrong. I am sure that the void of the student(s) will be filled in short order even though it is sad to lose a student that you care for.
_________________________
"Music gives a soul to the universe, wings to the mind, flight to the imagination, and life to everything."

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#1593185 - 01/08/11 10:00 AM Re: Angry Mom [Re: Kreisler]
John v.d.Brook Online   content
7000 Post Club Member

Registered: 03/18/06
Posts: 7418
Loc: Olympia, Washington, USA
Originally Posted By: Kreisler
Send her an email that simply says:

"Dear Parent,

My tuition policies and lesson schedule were clearly stated on the policy statement you signed in August, and I sent a reminder email regarding Winter break a few weeks ago. Please understand that charging and billing are two different things. I do "charge by the hour", but I bill in 9 equal payments for the sake of convenience. (Much like the "level billing" service that many utility companies provide.) I'm sorry you've decided this arrangement is unacceptable and understand if you choose to seek lessons from another teacher."

+1

You're dealing with a parent mentality which isn't easy to change. As the family lives here longer, and encounters similar payment plans from other services, it will finally dawn on them.

FWIW, I had this difficulty with fairly recently. I basically had to tell them precisely what Kreisler said. It's all part of the teaching business, unfortunately.
_________________________
"Those who dare to teach must never cease to learn." -- Richard Henry Dann
Full-time Private Piano Teacher offering Piano Lessons in Olympia, WA. www.mypianoteacher.com
Certified by the American College of Musicians; member NGPT, MTNA, WSMTA, OMTA

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#1593197 - 01/08/11 10:16 AM Re: Angry Mom [Re: Smallpiano]
Jeff Clef Offline
4000 Post Club Member

Registered: 10/05/08
Posts: 4441
Loc: San Jose, CA
Kreisler's suggestion is just about perfect.

Console yourself with the thought that if you had scheduled lessons during the vacation, there would have been even more dissatisfaction and complaints, and demands for make-ups.

I can only think that a reminder postcard sent the month before the holidays might help, but some will disregard any communication. Just possibly, they may have trouble reading.

So, are you going to remind these guys that they owe you for 30-days notice?
_________________________
Clef


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#1593200 - 01/08/11 10:18 AM Re: Angry Mom [Re: Jeff Clef]
ll Offline
1000 Post Club Member

Registered: 11/14/08
Posts: 1101
Originally Posted By: Jeff Clef
So, are you going to remind these guys that they owe you for 30-days notice?


+1
_________________________
II. As in, second best.
Only lowercase. So not even that.
I teach piano and violin.
BM, Violin & Percussion Performance 2009, Piano Pedagogy 2011.

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#1593271 - 01/08/11 12:08 PM Re: Angry Mom [Re: Smallpiano]
John v.d.Brook Online   content
7000 Post Club Member

Registered: 03/18/06
Posts: 7418
Loc: Olympia, Washington, USA
Just send them the statement with the last month's tuition listed as "Early Termination Fee per signed parental agreement."
_________________________
"Those who dare to teach must never cease to learn." -- Richard Henry Dann
Full-time Private Piano Teacher offering Piano Lessons in Olympia, WA. www.mypianoteacher.com
Certified by the American College of Musicians; member NGPT, MTNA, WSMTA, OMTA

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#1593274 - 01/08/11 12:17 PM Re: Angry Mom [Re: Smallpiano]
keystring Offline
Yikes! 10000 Post Club Member

Registered: 12/11/07
Posts: 11858
Loc: Canada
It is possible that the wording still is not clear enough yet, and even if this particular mom is dense, misunderstandings could arise again. Just from the intro, I was not clear that installments were being charged. Saying you are going from per hour fees to per month fees can give the impression that a month = 4 - 5 lessons. It does NOT give the impression of installments in paying equally for a semester.

Would it be wise to post the wording of that part in case it's not clear, to make it clearer?

If you are in a field, things in the area of your profession will be clear to you. Obvious things will not necessarily be clear to your customer. Regardless of whether this parent is out of line, you still don't want confusion from other families in the future, because that is aggravating and time consuming for you.

People can be incredibly dense.

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#1593332 - 01/08/11 01:58 PM Re: Angry Mom [Re: Smallpiano]
John v.d.Brook Online   content
7000 Post Club Member

Registered: 03/18/06
Posts: 7418
Loc: Olympia, Washington, USA
Or intransigent.
_________________________
"Those who dare to teach must never cease to learn." -- Richard Henry Dann
Full-time Private Piano Teacher offering Piano Lessons in Olympia, WA. www.mypianoteacher.com
Certified by the American College of Musicians; member NGPT, MTNA, WSMTA, OMTA

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#1593361 - 01/08/11 02:48 PM Re: Angry Mom [Re: Smallpiano]
Pedagogia Offline
Full Member

Registered: 02/14/09
Posts: 53
Loc: Australia
Originally Posted By: Smallpiano
Aug 2010:
Everyone in my studio sign a policy saying that tuition will be per month basis but not per lesson anymore.


I just find it amazing how many people sign documents that they don't really spend the time to read or understand properly.

Anyway, like others have said, it sound like this parent will just continue to cause problems and in the end probably best to let them go.

BBBB

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#1593365 - 01/08/11 02:55 PM Re: Angry Mom [Re: Smallpiano]
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
Below is my policy word by word:

Monthly Tuition Rate is X. Tuition is NOT based on the number of lessons per month
Tuition rates are based on 48 lessons per year: 42 Individual Lessons, 5 Piano Party, 1 Recital. Please note that tuition rate is “per month” and not “per lesson”
Studio Calendar: The studio closes on the RED DAYS on the calendar. No tuition due for those days. RED DAYS include major holiday such as Labor Day, Thanksgiving, Christmas, New Year, Spring Break, July 4th, and Summer Break
Total Lessons:
From 9/1/10 to 6/30/11: 36 individual lessons + 3 Piano Party + 1 Recital =40 lessons
From 7/1/11 to 8/31/11: 6 individual lessons + 2 Piano Party = 8 lessons
Total lessons in one year: 48 lessons


Edited by Smallpiano (01/08/11 05:21 PM)
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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#1593386 - 01/08/11 03:20 PM Re: Angry Mom [Re: Smallpiano]
keystring Offline
Yikes! 10000 Post Club Member

Registered: 12/11/07
Posts: 11858
Loc: Canada
Quote:
Monthly Tuition Rate is X. Tuition is NOT based on the number of lessons per month Tuition rates are based on 48 lessons per year: 42 Individual Lessons, 5 Piano Party, 1 Recital. Please note that tuition rate is “per month” and not “per lesson”.


How about (for the first part):

Tuition in the amount of X is paid the first of every month. Your tuition has been calculated on a basis of 48 lessons per year which are paid in equal monthly installments. There may be more or less lessons in a given month but your fee remains the same since these are equal payments of the annual cost of all lessons.

A breakdown of the 48 lessons is as follows: 42 individual lessons, 5 Piano Parties, 1 Recital.


This uses the language people are used to seeing on their hydro bills and colleges.

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#1593391 - 01/08/11 03:25 PM Re: Angry Mom [Re: Smallpiano]
currawong Offline
5000 Post Club Member

Registered: 05/15/07
Posts: 5976
Loc: Down Under
Originally Posted By: Smallpiano
Below is my policy word by word:
I actually think your policy is very clear, Smallpiano. But then I don't think I'm anything like the parent who is giving you the problems! smile
_________________________
Du holde Kunst...

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#1593392 - 01/08/11 03:27 PM Re: Angry Mom [Re: Smallpiano]
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
Thank you KS
This actually sound better! English is not my first languages, in order to write my policy for last year, I actually hire an English teacher in helping me to make it in a way that common people would understand.
I will use your wording for next year, it is too late for this year since parents already signed the policy.
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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#1593415 - 01/08/11 04:05 PM Re: Angry Mom [Re: Smallpiano]
John v.d.Brook Online   content
7000 Post Club Member

Registered: 03/18/06
Posts: 7418
Loc: Olympia, Washington, USA
Smallpiano, I really like what you've come up with. It's simple, clear, strait-forward. KS, I like your wording, too. I am now giving serious thought to changing to year around tuition based on your formula. I still have to give some thought on dealing with parents who wish to pay in advance to receive a discount.
_________________________
"Those who dare to teach must never cease to learn." -- Richard Henry Dann
Full-time Private Piano Teacher offering Piano Lessons in Olympia, WA. www.mypianoteacher.com
Certified by the American College of Musicians; member NGPT, MTNA, WSMTA, OMTA

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#1593418 - 01/08/11 04:11 PM Re: Angry Mom [Re: Smallpiano]
Jeff Clef Offline
4000 Post Club Member

Registered: 10/05/08
Posts: 4441
Loc: San Jose, CA
If you find a change of wording that you like better, it couldn't hurt to send out an update to the parents, explaining that it simply re-states the existing policy more clearly but does not change anything.

I used to write a website and a printed directory for a group that went for hikes in our local backcountry parks. So, road directions, parking at trailhead directions, and backcountry trail directions. And description. So, I understand how truly difficult it is to write accurately and concisely, in an interesting way, and with things in the right order. You just have to keep trying until you get it just right, for people who are too lazy to put a road map in their car will rediscover their energies when it comes time to complain and criticize.

Luckily, you will not be changing your written policy that often, nor that much. So, your efforts will benefit you for a long time.

I still think it's funny that they as much as told you that nothing would please them except you come back from your vacation right this minute, so they could scold you on your own doorstep.

It's better to laugh than to scream.[i][/i]
_________________________
Clef


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#1593437 - 01/08/11 04:54 PM Re: Angry Mom [Re: Smallpiano]
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
I agree that some people just don't read or they just can't understand direction line by line. For example: my previous studio is in a community that doesn't yet shown in google map because it is a new community that means if you type my address in google map or GPS, you cannot find my studio. With this disadvantage, when I have new interviews, I have to send an email with details direction to the parents who never been here. In my email, I started with 'please follow my directions and do not use google map!' then followed by step by step how to get to my place.
There will be only two types of parents
Type One
Print out the email and follow the directions and praise me right away when they arrive saying that I am a very detailed person.
Type Two
Did not print out the email, drive according to what they recall or remember about the direction and get lost and have to call me to find out further instruction.

And guess what, Type Two parents usually come with Type Two children who doesn't like to follow my instruction during lesson.
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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#1593446 - 01/08/11 05:01 PM Re: Angry Mom [Re: Smallpiano]
Ben Crosland Offline
Full Member

Registered: 03/11/10
Posts: 421
Loc: Worcester, UK
May I ask how long this particular client has been coming for lessons? The reason I ask is that if they are relatively new to your studio, it may appear to them that they have paid for more time than you've given them so far, as one of the problems inherent in the [pay monthly for x amount of lessons per year] type of scheme is that it sometimes only fully balances out if the students start at the right time of year, and continue with lessons for the full year.
_________________________
Teacher, Composer, Sound Designer

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#1593450 - 01/08/11 05:07 PM Re: Angry Mom [Re: Smallpiano]
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
Yes, Ben.
She started two years ago. In Aug 2010 she signed the policy that will start in Sep 2010. Actually she has been very good in attendance, she never miss a class since then. She only request a reschedule one time so far since Sep 2010. So to answer your question, she start at the perfect time of the year with this new policy. Before this policy, I bill by hourly at the end of the month.
Do I answer your question?
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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#1593466 - 01/08/11 05:52 PM Re: Angry Mom [Re: Smallpiano]
Minniemay Offline
1000 Post Club Member

Registered: 06/07/09
Posts: 1702
Loc: CA
My tuition form (separate from my studio policy) states at the top: Tuition for 2010-2011 year is $X. Please choose your payment plan. I then have a box for them to check next to Annual, Semester or Monthly Installments with the amounts and due dates next to each.

The studio policy then states what is included in the program.

I also issue the calendar separately.
_________________________
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M.M., Piano

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#1593557 - 01/08/11 08:17 PM Re: Angry Mom [Re: Smallpiano]
Chopinmaniac Offline
Full Member

Registered: 01/09/10
Posts: 65
The mom may appear angry with the contract, but really she may be not happy with something else. From the perspective of the parent's, we know the teachers will structure the policy and contract in such a way that give the teachers the best protection.

So if the parents are happy with the progress their kids are making, they could care less about the policies and contracts; When they start complaining, it is a sign they are not happy with kids' progress, it is usually a precursor to the student's switching or quiting.
_________________________
http://www.youtube.com/user/tyj1020

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#1593758 - 01/09/11 05:29 AM Re: Angry Mom [Re: Chopinmaniac]
Ben Crosland Offline
Full Member

Registered: 03/11/10
Posts: 421
Loc: Worcester, UK
Originally Posted By: Chopinmaniac

So if the parents are happy with the progress their kids are making, they could care less about the policies and contracts; When they start complaining, it is a sign they are not happy with kids' progress, it is usually a precursor to the student's switching or quiting.


This can be one explanation, another is that they are not really that passionate about their kids' musical education, and don't understand or care about maintaining a good parent/teacher/student relationship triangle - rather, they see music as just another 'activity', and the lessons as a commodity.


Edited by Ben Crosland (01/09/11 05:32 AM)
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#1594136 - 01/09/11 05:56 PM Re: Angry Mom [Re: Smallpiano]
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
Just finish talking to the mom.
She started with that she went home and checked the studio calendar and it was clear that there was no lesson for the week. She said that it is a misunderstanding. I use Keisler’s line about “Charging by hour” but “Billing by month” and she understand. However, she said that she like the way I was in the past. I then explain to her that I am “billing” this way to keep myself and parents convenient. She said she has not come up with her decision but her daughter will come to lesson until her husband and herself make a decision. I later gave her a list of piano teacher phone number in town and say that if you like to find new teacher, I have no problem, but promise me that you will not put a gap between myself and the new teacher because I want your daughter keep playing and going to lesson without a gap. She agreed to that and also agree to give me one month notice if she found a new teacher. She also ask if new teacher “Bill by hour or by month”. I say I do not know and tell her to find out herself.
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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#1594139 - 01/09/11 05:58 PM Re: Angry Mom [Re: Smallpiano]
Smallpiano Offline
Full Member

Registered: 04/14/10
Posts: 270
Loc: California
To Chopin and Ben
The mom is very happy with her daughter's progress with me, she mentioned so in her phone call.
_________________________
English is my 4th languages, please excuse my grammar. Thanks

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