Taxidermy Customer Onboarding Template: From First Call to First Mount

By MountChief Editorial Team|Updated Mar 2026

Shops with standardized onboarding convert 30% more inquiries into paying customers than shops without a defined process. The difference isn't the quality of the taxidermy work - it's the clarity and professionalism of every interaction from first contact through intake. Hunters who feel confident they're dealing with an organized, professional shop commit faster and refer more.

This template covers every step from initial inquiry to portal activation. Copy it, adapt it to your shop's voice, and train anyone who answers your phone or processes intake to follow it consistently.

TL;DR

Our pricing for a shoulder mount is $[price], and we require a 50% deposit at intake.
Shops with standardized onboarding convert 30% more inquiries into paying customers than shops without a defined process.
When a hunter calls or submits an online form asking about your services, your response in the first 60 seconds sets the tone for the entire relationship.
Avoid vague responses that require the hunter to ask follow-up questions - answer what they need to decide to book.
I'll take a few photos at intake and get you a tracking link so you can follow your mount's progress without having to call us - you'll always know where it stands."
If you need to reschedule, call [phone] or reply to this email.

Step 1: Inquiry Response (Phone or Online)

When a hunter calls or submits an online form asking about your services, your response in the first 60 seconds sets the tone for the entire relationship.

Phone inquiry script:

"Thanks for calling [Shop Name], this is [your name]. Are you looking to get something mounted from this season?"

Listen for their answer, then:

"We're accepting deer [or whatever species] through [date]. Our pricing for a shoulder mount is $[price], and we require a 50% deposit at intake. What were you thinking about having done?"

After discussing their needs:

"If you want to bring it in, we're open [hours] at [address]. I'll take a few photos at intake and get you a tracking link so you can follow your mount's progress without having to call us - you'll always know where it stands."

Close with a specific next step: "What day works for you to bring it in?"

Online inquiry response template:

Subject: Re: Your Taxidermy Inquiry - [Shop Name]

Thanks for reaching out. We're accepting [species] mounts this season.

Shoulder mount pricing: $[price]

Estimated completion: [timeframe]

Deposit required at intake: 50% of total

We're located at [address] and available for intake [hours]. When you bring your specimen in, we'll document everything and send you a tracking link so you can follow your mount through every stage - tannery, production, and completion - without needing to call.

Ready to schedule? Reply here or call us at [phone].

[Your name]

[Shop Name]

Step 2: Pre-Intake Confirmation

If a hunter schedules an intake appointment, send a brief confirmation. This reduces no-shows and sets expectations about what to bring.

Appointment confirmation text:

"Hi [first name], confirming your intake appointment at [Shop Name] on [day] at [time]. Please bring your deer cape/[specimen] and your hunting license. If you have questions, call [phone]. See you then."

Confirmation email (for online bookings):

Subject: Your Taxidermy Intake Appointment - [Date]

You're all set for intake at [Shop Name] on [date] at [time].

Please bring:

Your deer cape/[specimen]
Your hunting license (required for our records)
Your preferred payment method for the deposit

We're at [address]. If you need to reschedule, call [phone] or reply to this email.

See you then.

Step 3: Intake - The Critical Moment

Intake is the highest-stakes moment in the customer relationship. It's when you collect the specimen, document its condition, set expectations, and make the first impression that determines whether this customer refers others.

Intake checklist:

Greet by name if they have an appointment
Examine the specimen and note any condition issues before accepting
Complete the digital intake form: customer name, phone, email, species, mount type, license number, any condition notes
Take intake photos: front, both sides, close-up of face and cape area
Print or attach QR tag to the specimen before it moves
Confirm pricing and collect the deposit
Give the customer their intake receipt
Send the tracking link

What to say at intake about condition issues:

If there's cape damage, skin slip, or other condition concerns: "I want to show you something before we proceed. [Point to issue.] I'm noting this in our records so we both know what condition the cape was in when it arrived. This may affect the finished mount, and I'll update you if it becomes a concern during production. Any questions before we proceed?"

Document condition issues specifically and attach the photos. This protects you from disputes about quality later.

Step 4: Portal Activation and Tracking Link Delivery

Immediately after intake - ideally while the customer is still in your shop - send them their tracking link via text.

Tracking link text message:

"Hi [first name], here's your MountChief tracking link for your [species] mount: [link]. You can check status anytime. We'll update it as it moves through the process. Thanks for choosing [Shop Name]."

If you send it while they're still there, show them how to open it and what they'll see. Customers who understand the portal use it - which means they don't call.

Portal follow-up email (same day):

Subject: Your Mount Is In - Here's How to Track It

Your [species] shoulder mount is in the system at [Shop Name].

Use this link anytime to check where it stands:

[tracking link]

You'll see updates when:

Your cape ships to our tannery
The cape returns from tanning
Your mount enters production
Your mount is complete and ready for pickup

Questions? You can always reach us at [phone] or [email]. But honestly, the tracker will tell you everything you need to know.

We'll be in touch when it's ready.

[Your name]

[Shop Name]

Step 5: Milestone Notifications

After intake, your communication should be triggered by production events - not by a schedule of regular check-ins. Each milestone notification below assumes the customer has a portal link and is using it.

Tannery submission notification:

"Hi [first name], your [species] cape shipped to the tannery today. You'll see this reflected in your tracker. Tannery turnaround is typically [timeframe]. We'll update you when it returns. [Shop Name]"

Tannery return notification:

"Good news - your cape is back from the tannery and looking good. We'll begin production scheduling shortly. Check your tracker for the latest status. [Shop Name]"

Production start notification:

"Your mount is in active production now. You'll see the status update in your tracker. Estimated completion: [date range]. We'll reach out when it's ready for pickup. [Shop Name]"

Completion notification:

"Your [species] mount is complete and ready for pickup. We're open [hours] at [address]. Please call [phone] to schedule a pickup time. Balance due at pickup: $[amount]. [Shop Name]"

Using This System in MountChief

The onboarding process above is designed to work with MountChief's intake workflow, customer portal, and automated notifications. The intake form captures all required fields, photos attach to the job record, and portal links generate automatically at intake.

For the complete onboarding and customer communication system, see MountChief taxidermy shop management software. For the customer portal that powers this onboarding process, see the taxidermy customer portal guide.

Frequently Asked Questions

How do I respond to a new taxidermy inquiry?

Respond within the same business day - hunters who inquire with multiple taxidermists give the work to the first one who responds clearly and confidently. Your response should cover pricing, deposit requirements, and an invitation to schedule intake. Distinguish your shop by mentioning the customer portal or tracking system - "you'll get a tracking link so you can always see where your mount stands" is a concrete differentiator that most paper-based shops can't offer. Phone responses should end with a specific next step: "What day works for you to bring it in?" Online responses should include your address, hours, and a call to action. Avoid vague responses that require the hunter to ask follow-up questions - answer what they need to decide to book.

What should the onboarding process look like for a new taxidermy customer?

The onboarding process runs from inquiry response through first milestone notification. It includes: a clear inquiry response with pricing and next steps, an intake appointment confirmation (if applicable), a professional intake experience with documentation and QR tagging, immediate tracking link delivery by text at intake, and a follow-up email explaining how to use the portal. Each step reinforces the impression that you're organized and professional. Customers who experience a smooth onboarding process are significantly more likely to refer friends - the intake experience is the moment of highest referral potential in the customer relationship.

What information should I give new customers at their first intake?

At intake, give customers four things: a receipt confirming their specimen is in your possession with the deposit amount paid, a pricing confirmation showing the total they'll owe at pickup, their tracking link by text so they can follow the mount's progress, and a clear timeline expectation - when you expect production to be complete and when you'll contact them for pickup. If there are condition issues with the specimen, note them explicitly and explain what they may mean for the finished mount. Customers who leave intake knowing exactly what they paid, what they'll owe, how to check status, and when to expect completion rarely call to check in - and they refer more than customers who leave uncertain about any of those things.

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 shop customer onboarding template?

The most common mistake is treating taxidermy shop customer onboarding template 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.