In April 2010, the Hailun USA technical team visited the Hailun Piano factory in Ningbo, China. The goal was to train the factory to meet the specific needs of the North American market. How do consumers make a purchase selection? How do piano dealers prepare instruments for sale? What do service technicians expect? When the factory better understands the needs of consumers, dealers, technicians – everyone benefits. The centerpiece of this “sensitivity training” was a demonstration of how American and Canadian piano dealers prepare new instruments for sale. Hailun technical consultants Mike Carraher and Keith Bowman presented the training with the assistance of Hailun Service Manager Eric Zehr. Beginning with an upright piano in the shipping box – the piano was unboxed, set up, and carefully inspected for cosmetic issues. Next, structural components were examined: key and action parts were checked for alignment, action regulation was checked, and damper system, pedal system and hardware were all inspected for proper function. This procedure was then repeated on a grand piano. Each piano was subjected to a complete checklist. Through interpreters, they explained what they were doing, and why. When appropriate, additional comments were made to emphasize important points.
All department heads and assistants, in all about 30 people, attended the presentation, which was videotaped for training purposes. It gave the Hailun employees an opportunity to see the piano after it leaves their factory, from the perspective of North American technicians and dealers. As a result of this visit, factory supervisors have a better appreciation of the North American markets and the needs of the dealers. They now understand how to prepare a piano and what the ideal “look”, “feel” and “sound” are to be in our showrooms.