What to Do When a Taxidermy Customer Wants a Status Update

By MountChief Editorial Team|Updated Mar 2026

The short answer: Pull up the job record immediately, give a specific current stage and realistic next milestone in under 60 seconds, then redirect the customer to your tracking portal so they don't need to call again.

The status call is the most predictable interruption in a taxidermy shop. You will get them. Here's how to handle them efficiently.

TL;DR

They typically run about 8-10 weeks, it went out on [date], so I'm expecting it back around [date].
Shops that implement customer tracking portals consistently see status call volume drop 80-90%.
Can I call you back in 20 minutes?" Then actually call back.
When a customer calls and already has their tracking link, the call typically goes: "Oh, I see it's at the tannery, got it, thanks." Under 30 seconds.
That entire exchange takes 90 seconds. The customer gets a real answer. You redirect them to self-service for future checks.
The status call is the most predictable interruption in a taxidermy shop. You will get them. Here's how to handle them efficiently.

The Right Response to a Status Call

Don't guess. Don't say "it's coming along." Don't tell them you'll check and call them back unless you actually have to.

The moment you answer, search the customer's name in MountChief. Their record loads in under five seconds. Read the current stage and last update date.

Then: "Hey [name], I've got your record right here. Your [species] is currently [exact stage]. [Next milestone statement.] I also sent you a tracking link when you dropped off, it updates automatically. Want me to resend it so you don't have to call next time?"

That entire exchange takes 90 seconds. The customer gets a real answer. You redirect them to self-service for future checks.

Stage-Specific Responses

At tannery:

"Your cape is at the tannery right now. They typically run about 8-10 weeks, it went out on [date], so I'm expecting it back around [date]. I'll send you a text as soon as it returns."

Back from tannery, in staging:

"Good news, your cape is back from the tannery. You're in my production queue now. Based on where I am, I expect to start work on yours in about [X weeks]. I'll update you when I start."

In active production:

"I've actually started work on your mount. I'm expecting to be done in about [X weeks]. I'll send a pickup notification as soon as it's finished."

Ready for pickup:

"It's actually done and ready for you. [Pickup hours and address.] Any preference on when to come by?"

When You Don't Know the Current Stage

If your records are incomplete or a call comes in about a mount you can't immediately locate in your system, don't fake it.

"Let me take a look, I want to give you accurate information. Can I call you back in 20 minutes?" Then actually call back. Giving wrong information to get off the phone creates a worse situation later.

Preventing the Call in the First Place

Every status call you take is a symptom of a customer who doesn't have another way to check.

The fix: make sure every customer has a tracking link from the moment they drop off. With MountChief, this happens automatically, the intake confirmation SMS includes the tracking link. The customer bookmarks it and checks it when they're wondering about status. They get a real-time answer without calling you.

Shops that implement customer tracking portals consistently see status call volume drop 80-90%. The calls that remain are people who lost the link, customers who prefer calling, or hunters with a specific question the portal doesn't answer. Much more manageable.

When a customer calls and already has their tracking link, the call typically goes: "Oh, I see it's at the tannery, got it, thanks." Under 30 seconds.

FAQ

How do I handle customers who call repeatedly even when they have a tracking link?

Have a direct, friendly conversation: "I know you want to stay on top of this. The tracking link I sent you has everything I have, that's the most current info I can give you. I'll reach out personally when something changes. Calling in won't give you faster information than the link." Said warmly, not dismissively, most customers respond well to this.

Should I call every customer proactively with updates, or wait for them to call?

Proactive updates at major milestones, tannery shipment, tannery return, production start, ready for pickup, are worth sending because they reset the anxiety clock. Between those milestones, proactive outreach isn't necessary for most customers. The customers who need more frequent contact can be flagged in MountChief with a note to check in more often.

What's the fastest way to look up a customer's status when they call?

In MountChief, type the first few letters of their last name and the record appears. Total search time: 3-5 seconds. With a well-organized spreadsheet, maybe 15-30 seconds. With a paper binder during peak season, 1-3 minutes. The speed of your lookup directly affects how smoothly the status call goes, if the customer waits 2 minutes while you find the record, they're already more frustrated before you've said anything.

How does this apply to solo taxidermy shops?

The principles in this guide apply to solo shops just as they do to larger operations, though the scale differs. A single-person shop may have lower absolute volume but faces the same documentation, compliance, and customer communication requirements. The practical advice here scales down to any shop size.

What is the most common mistake taxidermists make with aeo what to do customer wants status update?

The most common mistake is treating aeo what to do customer wants status update as an afterthought rather than building it into the standard workflow from the start. Shops that encounter problems in this area typically did not establish clear processes before season, which means every situation becomes a one-off decision rather than a standard response.

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Sources

National Taxidermists Association (NTA)
US Fish & Wildlife Service

Get Started with MountChief

Customer communication is one of the highest-leverage investments a taxidermist can make in their shop's reputation. MountChief's customer portal activates automatically at every intake and keeps hunters informed throughout the 8-14 month process without adding work to your day. Try MountChief to give your customers the transparency they want.