Customer Service IS Marketing

tackshop_experienceA few years back, I was working for a company that had a reputation as being difficult to work with. They did produced high-end, phenomenal work, but the sales team didn’t follow up with people, there was a bit of an attitude when they did, and it lost them quite a bit of work. And it took several years for that group to overcome that perception after the issues had been corrected.

A few weeks ago, I had set up an appointment with a group to take some friends to play.  The place called an hour before and said they were swamped with walk-ins and they weren’t sure we could do our thing. Really? Since when do walk-ins bump appointments?

Customers that have been burned often stay burned. You don’t get a second chance to repair the damage. Make sure the details have been checked off on someone’s order, your staff is properly trained to handle things that come up.

Today I went to a local tack shop to get measured for new half chaps. They helped me sort out my hard-to-fit size, and gave me advice on where to find what I was looking for since they didn’t have what I was after in stock. I left happy, and even bought a couple things while I was there.

Make sure your return process is easy, and your phone tree doesn’t loop people around for five minutes.  Dealing with your business should be a joy at all times, whether it’s problem solving or a regular sale.


Amanda MacDonaldHi, I’m Amanda!  As a life-long equestrian, I understand the importance of keeping our horses healthy, happy and well-appointed. And with over 15 years of experience in marketing, I can help you to translate that shared goal into a brand that drives sales. I’ve mastered marketing strategy, branding, website production and digital media marketing, and led successful teams to bring it all together.  So it’s a pleasure to offer my services and knowledge to those who make my life more enjoyable, and to bring new products and services to others to keep our horses happy and healthy. Connect with me on Twitter, Instagram, Facebook and LinkedIn!