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Disclosure:
I KNOW I am going to regret this post

The subject of this thread is probably the most oft repeated (read regurgitated) criticism of my shop that I hear/see. It is usually followed by much more vitriolic language than the OP posts here , but generally the complaints center around a perception that I didn't somehow live up to the expectations of the individual who graced my shop with their presence.

I have been in piano retail for over 40 years ( I know, I don't look that old - fat is a great preservative). I take great pride in the pianos on my floor, whether they are new or used and I personally service the majority of the instruments on our floor. I also personally select most of the pianos we have, not just order them over the phone, so I have a personal connection with most of these pianos. My shop does not keep lids or fallboards open on any pianos.

When a merchant opens a shop, it is often for various sub-reasons but always the hard-edge bottom line is to make a profit. For a piano dealer, the only way to make money is to sell pianos. Naturally, each one of us is entitled to have a different idea on how best to do that.

For me, besides the profit, my reward comes in working with a young person in finding a piano that inspires them to start studying or keep up their studies, or in finding that piano for a retiree that they have dreamed of having their entire life. To do that, it takes very personal time with the individual or family, experimenting with various brands and approaches to touch and tone.

Periodically, when working with a client, another will grace my store with their presence. It is my custom to offer coffee or tea to the second customer or suggest they return in 30 to 45 minutes, explaining that we work with one client at a time. Without going into detail, or repeating the names I have been called (for fear of being banned) this does irk a number of self-important individual who feel they should be entitled to walk into my shop and treat it in any fashion they wish, doing as they please. I disagree, and since I have put my money on the line by paying the rent and spending hundreds of thousands on inventory, in my realm I call the shots.

When a customer makes an appointment with me, my policy is to turn away walk-in clients while that customer is in the shop. The reality is that if someone takes the time to make an appointment to try pianos, they are serious and feel that they need quiet time with the instruments. They deserve to have that appointment and request honored. Again, many disagree vehemently with my approach. But it has sustained me for 40 years and while, admittedly, some are offended when I ask them to return later or another day, or insist on them controlling their children and letting staff open instruments, many customers appreciate the care we take with our pianos and the condition each and every instrument is in on our floor.

We have a recital hall as well, that seats 100. I love providing it to the community as a resource and love watching kids get dressed up in holiday regalia to play Fur Elise and eat sugar cookies. However, I only schedule recitals after store hours to avoid conflicts with shoppers. Once again, we have had people come in, even with the closed sign up, wanting to see pianos and are offended when we say we are closed for a private event and ask them to leave.

To me, I don't care if a client is spending $1,000 on a used Yamaha or $100,000 on a new Sauter - they are entitled to my undivided attention and undisturbed listening time to select an instrument. Personally, I love those little girls that have been taking lessons for 2 years that the OP refers to. They are open minded, not brand name prejudiced, and actually use their ears to judge pianos with. I KNOW, weird concept!

I have to admit that the OP's mentioning of the whopping $20k that he/she has to spend got under my skin. It infers that this budget entitles him/her to some sort of extraordinary treatment on the part of the dealer in preference to the young girl looking at used uprights. Well KC, in fact, Valentina Lisitsa has played several times in my store and I can tell you for a fact that she would be appalled if my attention drifted from a young consumer on a console to wait on the guy who just pulled up in the Mercedes looking for the Steingraeber she just played on. After all, at one point, she WAS that little girl!

Disclosure:
I KNOW I am going to regret this post

The subject of this thread is probably the most oft repeated (read regurgitated) criticism of my shop that I hear/see. It is usually followed by much more vitriolic language than the OP posts here , but generally the complaints center around a perception that I didn't somehow live up to the expectations of the individual who graced my shop with their presence.

I have been in piano retail for over 40 years ( I know, I don't look that old - fat is a great preservative). I take great pride in the pianos on my floor, whether they are new or used and I personally service the majority of the instruments on our floor. I also personally select most of the pianos we have, not just order them over the phone, so I have a personal connection with most of these pianos. My shop does not keep lids or fallboards open on any pianos.

When a merchant opens a shop, it is often for various sub-reasons but always the hard-edge bottom line is to make a profit. For a piano dealer, the only way to make money is to sell pianos. Naturally, each one of us is entitled to have a different idea on how best to do that.

For me, besides the profit, my reward comes in working with a young person in finding a piano that inspires them to start studying or keep up their studies, or in finding that piano for a retiree that they have dreamed of having their entire life. To do that, it takes very personal time with the individual or family, experimenting with various brands and approaches to touch and tone.

Periodically, when working with a client, another will grace my store with their presence. It is my custom to offer coffee or tea to the second customer or suggest they return in 30 to 45 minutes, explaining that we work with one client at a time. Without going into detail, or repeating the names I have been called (for fear of being banned) this does irk a number of self-important individual who feel they should be entitled to walk into my shop and treat it in any fashion they wish, doing as they please. I disagree, and since I have put my money on the line by paying the rent and spending hundreds of thousands on inventory, in my realm I call the shots.

When a customer makes an appointment with me, my policy is to turn away walk-in clients while that customer is in the shop. The reality is that if someone takes the time to make an appointment to try pianos, they are serious and feel that they need quiet time with the instruments. They deserve to have that appointment and request honored. Again, many disagree vehemently with my approach. But it has sustained me for 40 years and while, admittedly, some are offended when I ask them to return later or another day, or insist on them controlling their children and letting staff open instruments, many customers appreciate the care we take with our pianos and the condition each and every instrument is in on our floor.

We have a recital hall as well, that seats 100. I love providing it to the community as a resource and love watching kids get dressed up in holiday regalia to play Fur Elise and eat sugar cookies. However, I only schedule recitals after store hours to avoid conflicts with shoppers. Once again, we have had people come in, even with the closed sign up, wanting to see pianos and are offended when we say we are closed for a private event and ask them to leave.

To me, I don't care if a client is spending $1,000 on a used Yamaha or $100,000 on a new Sauter - they are entitled to my undivided attention and undisturbed listening time to select an instrument. Personally, I love those little girls that have been taking lessons for 2 years that the OP refers to. They are open minded, not brand name prejudiced, and actually use their ears to judge pianos with. I KNOW, weird concept!

I have to admit that the OP's mentioning of the whopping $20k that he/she has to spend got under my skin. It infers that this budget entitles him/her to some sort of extraordinary treatment on the part of the dealer in preference to the young girl looking at used uprights. Well KC, in fact, Valentina Lisitsa has played several times in my store and I can tell you for a fact that she would be appalled if my attention drifted from a young consumer on a console to wait on the guy who just pulled up in the Mercedes looking for the Steingraeber she just played on. After all, at one point, she WAS that little girl!

When a customer makes an appointment with me, my policy is to turn away walk-in clients while that customer is in the shop.

I believe Master88er has a very positive approach. I would not be offended if I just wandered in and was told politely that someone had made an appointment and could I please come back later. Seems reasonable.

Wow.

I've always been made to feel welcome at every store I've entered. What would be the incentive to return to one that had told me to get lost, even when asked as nicely as master88er must do?

Wow.

I've always been made to feel welcome at every store I've entered. What would be the incentive to return to one that had told me to get lost, even when asked as nicely as master88er must do?

I have only been to Russell's premises once, at an event, not as a shopper. I was snapped at on the way in the door, but not turned away; perhaps he is not as smooth as he believes. Still, I think he is realistic and reasonable in knowing how much he can handle properly. The best of us can only juggle so many balls in the air.

If a person shopping for such an important purchase cannot hold his horses for a few minutes so that he can be served with the attention the occasion deserves, I have to wonder about the outcome for him.

I'm assuming that Russell gives the option to come back in a half hour or to wait in the store (but not trying out pianos until it is their turn). If I wasn't given the option of waiting in the store, I wouldn't be so happy. What if I had no particular place to go?

I'm assuming that Russell gives the option to come back in a half hour or to wait in the store (but not trying out pianos until it is their turn). If I wasn't given the option of waiting in the store, I wouldn't be so happy. What if I had no particular place to go?

Periodically, when working with a client, another will grace my store with their presence. It is my custom to offer coffee or tea to the second customer or suggest they return in 30 to 45 minutes, explaining that we work with one client at a time.

and yes, customers who make appointments often do have an expectation of privacy and we honor that by asking walk-ins to make themselves comfortable in our waiting area. Most people do not like others lurking over them as they play.