What do you expect from your local equestrian shop?

B

blueberry

Well-Known Member
Joined
7 September 2007
Messages
609
stores.ebay.co.uk
Hi, two years ago i opened my own equestrian shop (not giving the name as im not trying to plug it).
Its only a small shop but i try to stock it adequately and appropriately and run it professionally.

We have just found out that we have been nominated for the SEIB Equestrian Retailer of the award 2008. I am so pleased as you can imagine.

As i am now coming into our third year of business, i am so aware that next year is extremely important and want to get it right.
I am on a permanent learning curve, your thoughts will be most welcome.
laugh.gif


Please tell me of your hates/loves regarding equestrian shops. What do you expect from you local shop, thats if you have one near to you. Or if you dont have one nearby, if you did, what would you expect.

Best not mention any names though-thanks ever so much.
 
Friendly but not overly pushy shop assistants who know their stuff.
A clear layout.
Stuff reasonably priced
Good selection

That's about it
laugh.gif
 
First of all well done you! I think helpfull knowledgable service, will bring people in time and time again, its all about customer relations, nothing more annoying than having unproffesional help.
 
we did have 1 but the owner was a complete nut job and totally put me of going. the main thing for me is friendly knowledgeable staff. i dont mind so much if u dont have something in stock if it can be ordered etc!
grin.gif
grin.gif
 
A good choice of brands and goods and a shop happy to order anything they don't have.
Friendly, intelligent staff, happy to chat but happy to leave you alone to browse.
Sensible prices for the ranges available.
Good 'customer service'

Well done on the nomination
grin.gif
 
clear prices
grin.gif
i cant stand being in my local tack shop and i cant find a price for something and all the staff seem preoccupied sp?
laugh.gif
 
havent read the replies so sorry if I go over something already said.

Clearly priced stuff.
Stuff easy to find, in sections.
Choice of budget ranges to the more expensive.
Relaxed atmosphere.


In my local saddlery the other day i went up the stairs to get to the department that sold neatsfoot. The lady followed me up and watched me like a hawk whilst I browsed saddles etc. I was actually looking for a new bridle but I felt so uncomfortable I bought the neatsfoot and left. On my way out of the door the lady said "next time you come in, ask for the oil and I'll fetch it for you, to save you all charging up the stairs like a pack of hungry animals". (I had my kids and OH with me).
I was most offended (as was OH). I won't be going back. I will travel the extra 5 miles to the other tackshop.
 
Friendly and helpful staff, who will not push you to buy anything and make you feel welcome even if you only spend £2! Oh and a good selection of products- and if they havent got it, they will try and get it for you!
 
[ QUOTE ]
havent read the replies so sorry if I go over something already said.

Clearly priced stuff.
Stuff easy to find, in sections.
Choice of budget ranges to the more expensive.
Relaxed atmosphere.


In my local saddlery the other day i went up the stairs to get to the department that sold neatsfoot. The lady followed me up and watched me like a hawk whilst I browsed saddles etc. I was actually looking for a new bridle but I felt so uncomfortable I bought the neatsfoot and left. On my way out of the door the lady said "next time you come in, ask for the oil and I'll fetch it for you, to save you all charging up the stairs like a pack of hungry animals". (I had my kids and OH with me).
I was most offended (as was OH). I won't be going back. I will travel the extra 5 miles to the other tackshop.

[/ QUOTE ]


that is really bad and it would put me off going there again.
i love to browse in tack shops(you always think you will stumble on some new labour saving super-duper product)
we have good shops aruond here so are lucky and always bump into someone to chat to and catch up on the latest `who,what,when and where`
 
I know exactly which one you are refering too Kate, one day someone will smack her round the head with one of those rather nice Radley Handbags they sell with any luck!
 
Yep!!!! Thats the one!!!! I'd go in there even more now just to annoy her and if she offers to go upstairs for you, just tell her God gave you legs for a reason and yours are younger than hers!
 
A smile and a hello is what I receive when I got to either of the local tack shops.
When browing through the items such as clothing, I'm asked if everything is okay and if I need any help.
Staff who know what they're talking about.
A wide range of products.
 
Staff that are free to help, friendly and know their stuff and are happy to offer an opinion.
Staff that don't follow you around the shop (eg, i like staff to let you browse etc)
Wide range of products
Alternatives to the 'expensive' products
Happy to order products for you
Therefore, products will arrive within a reasonable amount of time
 
Good wide range of items and prices - not just cheap tat
Ability to order in stuff fairly quickly
A decent changing room to try stuff on (with a proper door and not a tiny curtain!)
Mirror
Friendly helpful staff who don't automatically assume you're about to trash the place!
Good range of sizes (not just Size 8 stuff)
Feed and Supplements as well as tack and clothing
 
Thankyou for all your replies, they have been very helpful.

I dont want to become tunnelled visioned from my own perspective.

I am certainly going to do make some changes in the new year.
Our changing room is at the back of the shop where the foal/shetland pony range is displayed, with i am afraid to say a curtain for privacy. Will definitely get a door on now.

I always try to keep everything priced but it is probably the shop's worst fault that not everything is priced, again will def improve on that.

I do sell supplements but not feed, we have a feed merchant 2 miles away and i am conscious not to upset the apple cart-so to speak.

I think our shop is certainly friendly and i do (i like to think i do) and other staff, offer good knowledgeable advice but as we are a family from a showing backgrounnd, i know i need to improve my understanding on products/ clothing etc that are popular for the competition rider.

I like the idea of texting customers with info of when ordered products are in as it may be more efficient, i do spend a lot of time phoning customers and leaving messages and then customers phoning back.
That is if the customer would not find a text too much of a personal medium of contact.

I have taken on board all your comments, they are much appreciated.
Please continue to post with anything else you think of.
smile.gif
 
Could you become an agent for the feed merchant you talk about? This may be a great way of improving life for both of you.

The feed merchant gets another point of sale where their products are seen by people coming into your shop who may not have previously considered their brand. Also people pick up an extra bag of chaff when they are in the tack shop as it is there.

From your point of view you get an extra selling point for the shop, it may only be 2 miles to the feed merchant but in the horse world thats 10 minutes that could be spent on the horse!!!

This would all depend on pricings, profit margins and willingness of feed merchant but maybe a point for discussion.

With regards the texting give the customer an option, I think most would accept and appreciate the text option.

I like the fact that my tack shop has a space for local shows to display their schedules etc, I also like tack shops to have notice boards with clinics/livery yards/horses for sale/instructors etc on but the local shops is VERY messy and disorganised with adverts from months and months ago which is frustrating and untidy.

Another suggestion is to have a small selection of snacks and drinks for people, near/on the payment counter. It is good for 'impulse buys' and many people appreciate being able to pick up a coke, a choccie bar and some polos for pony even if they haven't fpund what they were looking for.
 
[ QUOTE ]
we did have 1 but the owner was a complete nut job and totally put me of going. the main thing for me is friendly knowledgeable staff. i dont mind so much if u dont have something in stock if it can be ordered etc!
grin.gif
grin.gif


[/ QUOTE ]

I reckon I know the one you mean! I only went in there once!
 
I've given up going into tack shops as they all sell the same things!
They tend to all be geared to the hunting dressage and eventing owner and never look sideways at anything
smile.gif

Just occasionally I'd like to see a treeless saddle,coloured tack,bitless bridles,western gear (Not necceserally the expensive highly decorated leather stuff either)and endurance tack.---but then I do own a mule so I guess I'm differant anyway
grin.gif
 
I think most people have answered well...but from a business point of view, perhaps you could consider these ideas too (I have an online business that I continually try to improve on so know where you are coming from)...
Design a simple ratings questionnaire slip for customers to complete with their purchase and hand in...that can be done continually so you are always aware of what your customers think. Leave space for further comments or areas for improvement too!
Capture your customers name and addresses in a little book for a monthly prize draw or small gift. You then have valuable information and can write to them with offers, new products, customer surveys etc.
Do you have an online shop too? This is a worthwhile investment as you will capture new customers and give current customers more choice

Its a tough old game but it is the little tricks that will keep you going and in business when others have failed. Good luck!
 
Staff who are not only knowledgeable but have a good idea of customer service. I once phoned a local equestrian store to find if they had a certain brand of feed, and the chap at the other end of the phone (who I think might have been the owner) said, 'Yes we do, but I can't be bothered to fetch some across for you ...'. Needless to say, I went elsewhere.

Someone else mentioned stocking a range aimed at the minority disciplines - Western, endurance, driving etc. I would echo that. Also a loyalty card and/or discounts for regular customers.

And few things are more offputting than having to rake through a heap of stuff on the floor, such as rugs, to find the size you want.

Finally, if staff say they will phone a customer when whatever they've ordered comes in - make sure they do it ...

Well done with the nomination!
 
So much of going into an equestrian shop is about browsing and dreaming. For instance I probably only have £40 to spend on breeches but does not stop me looking at cavallos etc because I always tell myself one day! I think being allowed to dream about a new dressage saddle while picking up mundane stuff is part of it and being allowed to browse is great.
What about a product of the week? clearly labelled and explained what it does maybe with a good offer on it? I am a sucker for reading labels and information and quite often fall for spiel. By having it highlighted more likely to pick it up and look even if its just horse shampoo.

The other thing I hate in tack shops is different products which are similar. For instance on tack cleaning what about a clear guide on the best way to clean tack and the products you can use? Maybe just a A4 printed card detailing the best way to clean tack and highly recommended products?
 
You must log in or register to reply here.
Top