How to Tell a Customer Their Specimen Was Damaged

By MountChief Editorial Team|Updated Mar 2026

Intake documentation photos are the only protection when damage origin is disputed. Proactive damage disclosure within 24 hours of discovery retains 60 percent more customers than delayed or avoided disclosure.

Neither of those facts makes the conversation easy. But how you handle this moment (when you've discovered damage to a customer's trophy) is one of the defining tests of professionalism in the taxidermy business.

Here's the exact process.

TL;DR

Proactive damage disclosure within 24 hours of discovery retains 60 percent more customers than delayed or avoided disclosure.
Proactive disclosure within 24 hours retains 60 percent more customers than delayed disclosure.
Call them directly within 24 hours of discovery.
You need to understand whether the tannery will acknowledge the damage and what remedy they're offering.
Damage at intake: Your condition photos from intake should show whether damage was pre-existing.
If the slippage is visible in your intake photos, the damage was present before the cape entered your shop.

Step 1: Determine Where the Damage Occurred

Before you contact the customer, understand what happened as clearly as possible.

Damage at intake: Your condition photos from intake should show whether damage was pre-existing. If the slippage is visible in your intake photos, the damage was present before the cape entered your shop. This protects you but doesn't change your obligation to communicate proactively.

Tannery damage: A hide that returned from the tannery in worse condition than it shipped is potentially the tannery's liability. Document the condition when the hide returns and compare it to your condition at shipment. Photograph the damage immediately. Contact the tannery before contacting the customer. You need to understand whether the tannery will acknowledge the damage and what remedy they're offering.

Production damage: If damage occurred in your shop during production (a tear during cape fitting, an ear cartilage break) you own this completely. Have your remedy ready before you call.

Transit damage (for shipped finished mounts): Document with photos. File a claim with the carrier. Contact the customer with a clear update on where things stand with the claim.

Step 2: Contact the Customer Within 24 Hours

The customer should hear about damage from you, not by arriving at pickup and discovering it themselves.

Proactive disclosure within 24 hours retains 60 percent more customers than delayed disclosure. That number reflects a simple truth: customers can handle bad news. What they can't handle gracefully is the feeling of being deceived or avoided.

Call, don't text or email for this conversation. A phone call communicates seriousness and respect. It's also a two-way communication where you can read the customer's response and adjust.

What to Say: The Exact Framework

Opening:

"Hi [name], this is [your name] from [shop name]. I wanted to call you directly about your [deer/elk/turkey] because I found something during [production/tannery return/inspection] that I want to be upfront with you about."

The disclosure:

Be specific. "I found some slippage on the right ear tip: it's about the size of a quarter. I believe this started before the hide came to us [if supported by intake photos], but regardless, I want you to know about it and discuss your options."

Or: "When your hide came back from the tannery, I found a small area on the brisket that has some damage. I've already contacted the tannery, and [update on tannery response]."

Your proposed resolution:

Don't call without having a resolution to offer:

"I can repair the area and the result should be nearly invisible: I'd like to do this at no additional charge."
"Depending on how the repair looks, we may want to discuss alternative options."
"The tannery is acknowledging the damage and has offered [specific remedy]. I want to make sure you're satisfied regardless."

The ask:

"I wanted to call you before we went any further so you could weigh in. How would you like to proceed?"

Documenting the Conversation

After the call, send a brief written follow-up:

"[Name], thanks for talking through this today. To confirm what we discussed: [summary of damage found and agreed resolution]. We'll proceed with [agreed approach]. Please let me know if you have any questions."

This creates a written record of the communication and the customer's acknowledgment of the resolution. If the situation is later disputed, you have documentation that the disclosure happened and was addressed.

Who Is Liable If a Tannery Damaged the Specimen

From the customer's perspective, the taxidermist is the responsible party. They delivered their trophy to you. You sent it to the tannery. You are responsible for the outcome.

From a practical standpoint, tannery damage creates a claim against the tannery on your behalf, not the customer's. The customer's relationship is with you. Yours is with the tannery.

This means you may need to cover repair costs or make the customer whole before you've resolved your claim with the tannery. That's the professional standard.

Document all tannery damage communications. Your receipts, photos at return, and tannery correspondence are the foundation of any claim.

When the Customer Is Upset

Some customers will be upset. That's fair, they have a damaged trophy that represents a meaningful hunting experience.

What to do:

Let them express their frustration without interruption
Acknowledge it: "I understand this is upsetting, and I'm sorry this happened."
Stay on your resolution: "I want to make this right for you. Here's what I'd like to do."
Avoid blame-shifting: Don't spend the call explaining whose fault it was. Focus on resolution.

What not to do:

Don't minimize the damage: "It's not that bad" is condescending
Don't become defensive: "This wasn't our fault" before you've offered a resolution is tone-deaf
Don't avoid the call: Voicemail is not an acceptable channel for this conversation

Frequently Asked Questions

How should I communicate specimen damage to a customer?

Call them directly within 24 hours of discovery. Be specific about what damage was found and where in the process it occurred. Have a resolution ready before you call. Whether it's a repair, an alternative mount option, or a coordination with the tannery on their claim. Get written confirmation of the agreed resolution after the call.

When is the right time to tell a customer about damage to their specimen?

Within 24 hours of discovering it. Not at pickup. Not when you think you can fix it before anyone notices. Proactive disclosure within 24 hours retains 60 percent more customers than delayed disclosure. Customers handle difficult news far better when it comes proactively from a taxidermist who is clearly communicating in good faith.

Who is liable if a taxidermy specimen is damaged at the tannery?

From the customer's perspective, the taxidermist is the responsible party. The customer's relationship is with you, not with the tannery. You sent the hide to the tannery; you're responsible for what happens to it. You may have a claim against the tannery, but that's your issue to pursue separately. Make the customer whole first, then pursue the tannery claim. Document all tannery communications and your condition-at-receipt photos to support the claim.

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 how to tell customer specimen damaged?

The most common mistake is treating how to tell customer specimen damaged 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.

Try These Free Tools

Put these insights into practice with our free calculators and planners:

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.