Field Technician Scripts

Good communication is a difficult aspect of any job, and for the field technician, communication can make or break a career. It takes practice to efficiently articulate technical details in layman’s terms to people from all walks of life. Over time, you’ll find the right phrases and analogies to share information accurately with your clients. This script is one I’ve developed over my years of fieldwork. Use it as a template or customize it to suit your personality.

Business

Need to Communicate:

I am uncomfortable working for you and don’t want to keep you as a client.

What to Say:

Sorry, I’m unavailable to service your piano. (To avoid directly passing a problematic client to another technician, I follow up by sending them to a searchable database, either Piano Buyer’s or PTG’s so they can find someone else. Familiarize yourself with online directories available in your area if you are not in the U.S.)

Need to Communicate:

Your invoice is overdue.

What to Say:

Just wanted to make sure you received my invoice on ____. My records indicate that I have not yet received payment. Could you verify this information?

Need to Communicate:

My prices have increased.

What to Say:

To support a competitive market, I’ve had to increase my prices.

Technical Information

Need to Communicate:

Your piano is dead.

What to Say:

Your piano has exceeded its lifespan and will no longer respond to service.

Need to Communicate:

This problem is over my head and I don’t know how to fix it.

What to Say:

I’m going to outsource this particular issue to another technician with more expertise in this area.

Need to Communicate:

Your piano needs a regulation.

What to Say:

Your piano is not performing at the level it was designed to fulfill. I’m going to recommend some routine maintenance to get it back to its full potential.

Need to Communicate:

Your piano has no market value.

What to Say:

Due to the age, quality, and availability of parts, your piano has no value in the current retail market.

In-Home Awkwardness

Need to Communicate:

Make the dog go away.

What to Say:

I have lots of sharp tools and chemicals in my bag that aren’t pet-friendly. Could we keep him away for his safety?

Need to Communicate:

I need it quieter so I can work.

What to Say:

I’m able to achieve my best work in a more quiet environment. Do you mind waiting until I finish to resume _____ (insert laundry, washing machine, dishes, lawn mower, tv in the background etc…)

Need to Communicate:

Can you take the items off the piano so I can open the lid? (I always prefer having my clients do this from a liability standpoint. Many people enjoy displaying “valuable” items on the lid and it’s a good Do No Harm method to steer clear of responsibility for them.)

What to Say:

Do you mind clearing off the piano so I can access the inside? (I then fumble around with my bag getting “set up” for the appointment.)

Need to Communicate:

Please don’t alter the home temperature for my comfort.

What to Say:

Pianos thrive in consistent environments, so I’m happy to work in whatever temperature is normal for this room.

Do you have any go-to phrases or language that you use with your clients in difficult situations? Share them with us in the comments below!