Doing business in the equestrian market, make sure you have a clear understanding of business including what a profitable customer looks like

[Bonnie Allie]

Reading the thread about leaving a livery yard and also thinking of a couple of experiences I’ve had recently there seems to be a real lack of consumer grade experience in our industry. It’s soooooo transactional.

Covid gave us so many options in our purchasing of goods and services, increasing global reach using quality digital means. However I try wherever possible to support local businesses and small business. But it’s a two way street - I expect you recognise me as a customer and treat me like one.

I purchased a new type of rug from a local lady. Innovative design, twice the price of my normal rug. Great rug except for the fittings which were of such low quality they snapped in the first week. So I let her know - being very clear I was not asking for a refund but the feedback was so she could work with her manufacturer to improve the fittings. (Hubby is a bit handy on the sewing machine and replaced the remaining fittings for me). What I got back was defensive and pretty much accusing me of lying. FFS!

Same with a local clothing company - they sent me a small when I had ordered a medium. Emailed them to let them know and that I was going to give the small as a gift to a friend and order another medium, so could they double check when packing the new one that it was in fact a medium. Done in a nice cheerful way so it was clear it was not a complaint. Got a note back that was terse and bordering on rude about how busy they are and didn’t I know people make mistakes?. FFS again.

Consumer grade experience - in a supposed economic downturn! Is it asking too much?

 

[Kaylum]

I run a charity tack shop as a volunteer. I always solve problems brought to my attention. It's how you keep your reputation and customers happy. Customers pay your bills. It doesn't matter how busy you are, you deal with problems first. We never say we are too busy and welcome feedback suggestions as well, it's how you improve your service.

 

[smiggy]

And you really remember companies that do that little bit extra. Horzehoods , I’m looking at you ! Always a couple of polos or an air freshener in the packing and recently I sent back some jodhpurs as they weren’t quite what I needed and they called to ask before they refunded, did I need a different size or want something thicker and what people who had had similar issues ended up liking. Really excellent customer service.