I am aware that many saddle fitters are perceived as not
returning messages as quickly as the client would like. This can be very
annoying and frustrating. You’ve decided that you want to buy a new saddle or
have your saddle and its fit checked, you have the money ready and you want a response.
Now.
Master Saddler and Master Saddle Fitter Kay Hastilow
(pictured left with a client's horse) shares an interesting insight from the other side
of the equation...
Unfortunately, much as we would like to get back to you
instantly, it really isn’t possible. If it’s a larger company you've been in
touch with, they may well have someone that deals with messages on behalf of a
few fitters, but many are ‘one - man bands’, and must deal with all messages,
as well as doing all of the fittings and administration work. I very much doubt
that many clients have any idea of the amount of time taken by contacting
clients, ordering up saddles and the like and making bookings. It was the one
part of the job that I was happy to be rid of once I retired, much as I enjoyed
speaking with my clients.
The fitter must make a choice. Be out fitting for clients at
weekends and evenings, as well as during the week, or returning all clients
messages within an hour or so. You can’t do both. The problem is made worse by
the number of methods of contact available these days. In the early days, I
used to return home, listen to the messages on my answer-phone, eat supper
(which my husband had prepared) then ring my clients back to arrange bookings.
Usually all sorted within a day or so. Nowadays, you have mobile and landline
where you can leave voicemail, texts, emails and Facebook. Unfortunately, many
people leave messages on all 5 mediums, adding a great deal of work just to
lift the messages! Added to that, many voicemail messages are spoken so quickly
that it’s hard to follow them, and the number left is often gobbledygook!
So, whilst you might find it hard to sympathise,
please can I ask the following of you when contacting a saddle fitter?
Please use only one medium to contact the fitter. They will
get back to you.
Please state where your horse is, and why you want a visit.
If leaving a message on the 'phone, please speak slowly,
make sure that the number you leave is said clearly and repeat it. Often, it is
impossible to decipher the number, in which case you won’t get a return call.
Please expect a couple of days' delay before the fitter
contacts you. If they are working into the evening, they might have set times a
couple of times a week to contact clients.
Occasionally, a message won’t get through, so, if you
haven’t had a reply after 4 days, please use just one means to contact the
fitter again.
We really do value our clients and want to help you to the
best of our ability, but are only able to do so much in a day.
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