This policy guides music store owners on managing instrument repairs by outlining clear steps for accepting, completing, and communicating repairs. A smooth, professional process builds trust, encourages repeat business, and boosts referrals.

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How to Manage Repairs

Step 1: Intake Process

What to Do: Accept the instrument and gather important details.

How to Do It:

• Inspect the instrument with the customer present.
• Write down what needs to be repaired or maintained.
• Give the customer a receipt with the instrument’s details and an estimate.

Why It Works: A clear intake process helps avoid misunderstandings and ensures everyone knows what to expect.

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Step 2: Provide a Repair Timeline

What to Do: Tell the customer when their instrument will be ready.

How to Do It:

• Estimate how long the repair will take based on the problem.
• If parts need to be ordered, explain how this might affect the timeline.
• Give updates if the repair takes longer than expected.

Why It Works: Customers appreciate knowing when they can get their instrument back, and good communication builds trust.

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Step 3: Offer a Repair Estimate

What to Do: Tell the customer how much the repair will cost.

How to Do It:

• Check the instrument carefully to see what repairs are needed.
• Explain the costs for parts and labor.
• Get the customer’s approval before starting any work.

Why It Works: Clear pricing helps customers feel confident and avoids surprises.

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Step 4: Provide Warranties

What to Do: Guarantee your work with a warranty.

How to Do It:

• Offer a set time period (e.g., 30 or 60 days) for customers to bring the instrument back if the repair doesn’t hold up.
• Explain what the warranty covers, like redoing the repair if needed.
• Give the customer a written copy of the warranty.

Why It Works: Warranties show that you stand by your work, giving customers peace of mind.

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Step 5: Keep Customers Informed

What to Do: Communicate with the customer during the repair process.

How to Do It:

• Call, text, or email when the repair is finished.
• Let the customer know if there are delays or changes to the estimate.
• Ask if they are happy with the repair when they pick up the instrument.

Why It Works: Good communication helps build strong relationships and shows customers you care about their satisfaction.

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Example: Repair Process in Action

The Scenario: A customer, Emily, brings in her trumpet with sticky valves. She needs it fixed before her next band practice.

What You Did: 

• You inspect the trumpet with Emily, write down the issue, and give her an estimate of $50. 
• You promise to have it ready in three days. 
• On the second day, you call Emily to let her know the repair is finished early. 
• When Emily picks up the trumpet, you explain the warranty and thank her for trusting you with her instrument.

The Result: Emily is thrilled with the quick repair and plans to bring her trumpet back for regular maintenance.

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Next Steps

• How to Start: Train your team to follow these steps and practice the intake process.
• Stay Clear: Post repair timelines, costs, and warranty details in your store so customers know what to expect.
• Keep Improving: Ask customers for feedback about their repair experience and use it to make your process even better.

By following these steps, you can build trust with your customers and become their go-to place for repairs and maintenance!