Taxidermy Customer Communication Templates: What to Say and When
Most taxidermists are excellent at their craft and terrible at customer communication, not because they don't care, but because there's no time to write a good message when you're elbow-deep in a cape.
The fix isn't writing better messages on the fly. It's having templates ready that you can send with one tap.
These templates are written the way an actual taxidermist would talk, direct, confident, not corporate. Copy them into MountChief's automated message system or your SMS tool of choice. Customize the bracketed sections for your shop.
TL;DR
- SMS messages get read in under 3 minutes on average versus over an hour for email.
- A check-in message around week 8-9 of tannery wait reduces customer anxiety significantly before they reach out to you.
- Abandoned mount follow-up messages sent 90 days past the ready date prevent most long-term storage and legal complications.
- Tannery delay notifications sent proactively before customers call are the single best customer communication habit to build.
- Templates for each major production milestone eliminate the need to compose messages from scratch during busy season.
- Consistent communication throughout the 8-14 month process is the primary driver of repeat customer rates.
Intake Confirmation
SMS (160 characters or less)
> Hi [FIRST NAME], thanks for bringing in your [SPECIES], it's logged in our system. Track your mount anytime: [LINK]. Questions? Reply here.
> Subject: Your [SPECIES] mount is checked in, [SHOP NAME]
>
> Hi [FIRST NAME],
>
> We've got your [SPECIES] [mount type, shoulder mount / European / fish reproduction] checked in and tagged. Here's your tracking link, bookmark it and check it anytime for status updates:
>
> [LINK]
>
> Current estimated turnaround: [X–X months]. This can shift depending on tannery timing, but I'll update you if the estimate changes significantly.
>
> Your deposit of $[AMOUNT] has been received. Remaining balance of $[AMOUNT] is due at pickup.
>
> Any questions, reply to this email or call the shop at [PHONE].
>
> Thanks,
> [YOUR NAME]
> [SHOP NAME]
Specimen Shipped to Tannery
SMS
> [FIRST NAME], your [SPECIES] cape has been shipped to our tannery. This stage typically takes 8-12 weeks. I'll update you when it's back. Check status: [LINK]
> Subject: Your mount is at the tannery, [SHOP NAME]
>
> Hi [FIRST NAME],
>
> Your [SPECIES] cape shipped to our tannery [DATE]. This is a normal part of the process for shoulder mounts, the tannery handles the hide preservation that makes a mount last for decades.
>
> Tannery turnaround typically runs 8-12 weeks, though this can vary. I'll send you an update as soon as it comes back to the shop.
>
> Your tracking link: [LINK]
>
> [YOUR NAME]
Tannery Return / Back in Shop
SMS
> Good news, your [SPECIES] cape is back from the tannery and in the shop. You're in the finishing queue now. I'll update you when work begins. [LINK]
> Subject: Your cape is back from the tannery
>
> Hi [FIRST NAME],
>
> Your [SPECIES] cape is back from the tannery and looking good. You're now in the finishing queue, this is where the actual mount work happens.
>
> Based on my current queue, I expect to begin work on your mount within [X weeks]. I'll reach out again when it's in active production.
>
> [YOUR NAME]
Active Production / Work Started
SMS
> [FIRST NAME], good news. I've started work on your [SPECIES] mount. Check progress photos on your tracking page: [LINK]
> Subject: Work has started on your [SPECIES] mount
>
> Hi [FIRST NAME],
>
> I've officially started work on your [SPECIES] mount. I'll be posting progress photos to your tracking page as the work moves forward, check it here:
>
> [LINK]
>
> Based on my current schedule, I'm expecting to have this ready for pickup in approximately [X weeks].
>
> [YOUR NAME]
Delay Notification (Tannery or Internal)
SMS
> Hi [FIRST NAME], I wanted to give you a heads-up, your mount is running about [X weeks] behind my original estimate. Updated timeline: [DATE RANGE]. I'll keep you posted.
> Subject: Update on your [SPECIES] mount timeline
>
> Hi [FIRST NAME],
>
> I wanted to reach out before you had to ask. Your mount is running approximately [X weeks/months] behind my original estimate. Here's why:
>
> [Choose one:]
> - My tannery had a backlog this season and returned hides later than expected.
> - I took on more volume than I anticipated this season and my finishing queue is backed up.
> - [Other specific reason]
>
> Updated estimated completion: [DATE RANGE]
>
> I apologize for the extended wait. I'd rather give you an honest update now than have you wondering. I'll reach out as soon as your mount is in active production.
>
> [YOUR NAME]
Ready for Pickup
SMS
> Great news, [FIRST NAME], your [SPECIES] mount is finished and ready for pickup! Shop hours: [HOURS]. Want to schedule a time? Reply here.
> Subject: Your [SPECIES] mount is ready for pickup!
>
> Hi [FIRST NAME],
>
> Your [SPECIES] mount is done and ready to come home. I'm really happy with how it turned out.
>
> Shop hours for pickup: [HOURS]
> Address: [ADDRESS]
>
> If you'd like to schedule a specific time, just reply to this email or call [PHONE]. Remaining balance of $[AMOUNT] is due at pickup, we accept [payment methods].
>
> Looking forward to seeing your reaction.
>
> [YOUR NAME]
Abandoned / No-Contact Follow-Up (After 90 Days Past Ready Date)
SMS
> Hi [FIRST NAME], this is [NAME] from [SHOP NAME]. Your [SPECIES] mount has been ready for [X weeks]. Please contact us at [PHONE] to arrange pickup. Storage fees may apply after [DATE].
> Subject: Your mount is waiting for pickup, [SHOP NAME]
>
> Hi [FIRST NAME],
>
> Your [SPECIES] mount has been completed and ready for pickup since [DATE], that's [X weeks] ago. We haven't been able to reach you.
>
> Please contact us at [PHONE] or reply to this email to arrange pickup. Per our intake agreement, storage fees of $[AMOUNT]/month apply after [X days] past completion. After [DATE], unclaimed mounts are subject to our abandoned property policy.
>
> We'd love to get this to you, it came out great.
>
> [YOUR NAME]
Response to a Status Call (When You're Too Busy to Explain)
This one's for when you pick up the phone during a hectic day and don't have time for a long conversation.
> "Hey [Name], I've got your file pulled up. Your mount is currently [STAGE]. I'm going to send you the tracking link right now so you can check it anytime, it updates automatically. [Send link via text while on the call.] Did you get that? Bookmark it. That's always going to have the most current status. Any other questions while I have you?"
Setting Up These Templates in MountChief
Go to Settings > Message Templates in MountChief. Create a template for each stage transition:
- Job Created (sends intake confirmation)
- Sent to Tannery
- Returned from Tannery
- In Production
- Ready for Pickup
Map each template to its stage. When you move a job from one stage to the next, MountChief sends the corresponding message automatically. You don't write anything, it happens in the background while you work.
For the delay notification, you send that manually when needed. Keep the template in your Notes app or pinned in MountChief so you're not writing from scratch when you need it.
Related Articles
- Taxidermy Shop Deer Season Customer Communication Hub
- How to Track My Taxidermy Order: A Customer Guide
- Taxidermy Customer Portal Without an App Download
- Can Customers Track Their Taxidermy Without Downloading an App?
FAQ
How often should I update customers if nothing has changed?
If a mount is sitting at the tannery for 10+ weeks with no change, a check-in message around week 8-9 is worth sending: "Still at the tannery, no concerns, just normal timing. I'll update you when it's back." That prevents the anxiety call you'd otherwise get at week ten. MountChief can send these timed check-ins automatically so you don't have to remember.
Should SMS or email be my primary communication channel?
SMS gets read faster, average open time under 3 minutes versus hours for email. For time-sensitive messages like "ready for pickup," SMS is better. For detailed messages like delay explanations or pickup instructions, email works well because customers can refer back to it. MountChief sends both simultaneously if you configure it that way.
What if a customer opts out of automated texts?
Honor it. MountChief tracks opt-outs automatically. Those customers will need manual communication, either email or calls. Flag them in MountChief with a note so you remember to update them the old-fashioned way when their status changes.
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 taxidermy customer communication templates?
The most common mistake is treating taxidermy customer communication templates 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
- Small Business Administration (SBA)
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.