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Here in Québec, we’ve been locked down for over 6 weeks. For businesses outside of Montreal that have an outside entrance, we are permitted this week to reopen. I’ve decided to wait another week in case the public health officials change their mind and will reopen my doors on May 11.

We are not going back to “normal” — far from it. During the “déconfinement”, we are encouraged to maintain 2 m distancing at all times. I plan to go further, as I’m myself “of an age”:
1. Entry to the shop is strictly by appointment and only one client at a time.
2. Prior to entry, wash hands (outside sink provided) and wear a mask (some for sale at 2 bucks for those who forget).

My own routine will be to wash hands just prior to receiving the guitar, and after any work.

I had a waiting list, so already booked for the first week or so, but I have no idea how long that initial flood will last. I suspect that clients will return when they get used to the idea of being outside their homes again.

I made an announcement on my FB page about a 7-week “string give away” — book a “full service” setup, you can choose any set of strings on my shelf, any make/model.

It will be nice to have some cashflow again, but the client contact will feel somewhat less personal, I expect, but I don’t know how to make the experience feel more “normal”. Also not sure how to handle cash safely, as not everyone uses plastic.

Instrument repair in the era of COVID-19! It’s even affected build commissions, as people are less certain about their income.


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Hey Tim,

I'm in Québec, too. We do get some pretty erratic guidelines, but that's to be expected given the situation. Given my age (62) and the fact that the shop in in the family house, I will not be opening for... I still don't know how long. I have been subjected to pneumonia two times in my life so I'm not taking any risks. Moreover, my significant other is all of 68.

I get the washing routine, but it seems to me there's more to it to insure safety from contamination. Have you given any thought to the fact that the virus lives for a certain length of time on surfaces? That includes guitars, obviously. You can't clean lacquer with alcool, and even if you could the little buggers can easily hide in any nook or cranny.

I've been thinking about customers leaving guitars outside the door, without contact, then clean cases and storing them as is without touching them for any number of days the specialists will decide is enough for the virus to die. In the meantime I'd call the customer to discuss what's needed before making a final assessment when the wait period is over. Finally delivering the instrument outside my door while the customer drives up my alley and calls. No cash handled, just Interac payments. Nearly all my customers are already using plastic money anyway.

Not exactly a great customer experience, but that’d be no more frustrating than dropping it at any music store where you never get to met the tech.

I would sure like to hear what others are planning to do to keep safe.

P.S. not planning on offering any freebies... the phone keeps ringing all the time.


Pierre

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Pierre Castonguay

Bonjour Pierre,

Thanks for your thoughts on this -- I see you've been agonizing about the same issues as me. I guess from a public health perspective, we can now be a little less extreme in our isolation because (1) the virus load is now much lower in "cool" zones (outside of Montreal) so that transmission risk is reduced and (2) there are sufficient hospital beds ready for those who are unlucky. Of course, none of us want to be the guy needing the bed!

It's a real concern for us old geezers -- my wife is 64, I'm 67, although both healthy from a respiratory POV. I think it will be just as much a concern in 6 months, so part of my thought process was to find a routine that can work with greatly reduced risk of infection until such time as we are vaccinated -- probably 12-18 months away unless we get really lucky. The same goes for pretty much everything we do, who we interact with, and how we go about our daily routine.

The experts tell us that the keys to avoiding infection are distancing and hygiene -- washing hands so that virus particles don't come in contact with our respiratory system. Contaminated surfaces don't cause infection merely by skin contact -- the virus needs to find its way into our lungs. And as you point out, it's bloody hard to disinfect a guitar, so our routine needs to consider a client's guitar as "hot" all the time. So, that's why my routine of hand washing after any contact and before my hands touch my face. Those are the survival habits we all need to master until a vaccine gives us immunity.

I agree, I think during the summer many of our customer interactions can take place outdoors, although there are times we really need to see the client play (particularly a new one) to understand their issues. "Please, show me how the guitar buzzes when you play." Clients access my shop directly from an outside entrance.

You've brought my mind back to plastic payment. I had succeeded to avoid cards for 12 years -- just cash and Interac email bank transfers (about 50:50 for me pre-COVID). But now is probably the right time to make the change. Any advice there? Are you using Square?

Au plaisir, T

Hello Tim,

I'm only using Interac transfers. This works great 95% of the time. I’ll tell customers about it being the only way to pay when we schedule an appointment so they’ll be ready.

I guess I’ll have to get used to outdoors concerts from my customers should they have to demonstrate the exact problem... Thanks for pointing this out, I glossed over that fact. I’m making a check list of all this situation entails so I don't forget anything, and this one is a biggie.

I'm in Québec, where are you?


Pierre

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Pierre Castonguay

I doubt I could ever convince 95% of clients to use Interac payments -- I doubt more than two-thirds even know what it is. We seem to be a cash society out here in the Townships!


I'm on Mont Shefford, north of Aut 10 and looking back toward Bromont. I met my wife in the early 90s and lived for a while inside the walls of Vieux Québec. We then we did a lengthy world tour on 4 continents, returning to Canada 2015.

First day receiving clients post-lockdown. Total intake of 8 instruments, evaluations on 2 more. Half of the clients were new, and that always requires more time. Everyone appeared at their allotted time, with no client seeing anyone else. Everyone dutifully wore a mask, washed hands, and respected distance. Each guitar was treated as “hot” — I’ve never washed my hands so much. It was exhausting.

The only bench work completed was a Schatten PUP install and half a setup. With all client contact, I was too tired to do anything else and my bad back flared up.

Guitar repairs and especially setups are the lucrative parts of my business. It’s nice to have that work coming in again, but it sure increases the stress level. Meanwhile, I have two builds still on the bench (a third was put on hold due to client’s cancelled shows). At least the builds are relaxing.


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