How to Answer the Phone at a Taxidermy Shop

By MountChief Editorial Team|Updated Mar 2026

Every call your shop receives is either an opportunity or a problem in the making. During deer season, taxidermists who route status callers to their customer portal reduce repeat calls by 80%. That number isn't theoretical. It's what happens when your phone handling script is built around giving callers what they actually need: information, not a promise to call back.

This guide gives you the exact framework for handling inbound calls professionally, converting status callers to self-service users, and turning first-time callers into customers.

TL;DR

It went out on [date] and we typically see returns in 6-8 weeks.
For timeline questions, give ranges: "Deer shoulder mounts typically take 6-12 months.
What should I say when answering the phone at my taxidermy shop?
During deer season, taxidermists who route status callers to their customer portal reduce repeat calls by 80%.
This is where most taxidermists lose 5-10 minutes per call.
Almost every caller says yes. You send the link in under 60 seconds. The call ends. They don't call back.

Why Phone Handling Matters More Than You Think

Your phone greeting is the first impression for every new customer. If it sounds rushed, distracted, or informal, you've already lost a portion of callers before the conversation starts.

For existing customers, the phone call is usually a status check. They want to know where their mount is. If you can answer that question in 30 seconds by directing them to their taxidermy customer portal link, you've saved yourself 7 minutes of searching through records and satisfied the customer in the process.

For new callers, the phone call is a sales conversation. You're being evaluated on professionalism, clarity, and how much you know about what you're doing.

The Standard Phone Greeting

Keep it simple and consistent:

"Thank you for calling [Shop Name], this is [Your Name]. How can I help you?"

That's it. You don't need a long recording. You don't need seasonal variations. You need a clean, professional opening that says you're present and ready.

If you're unavailable, your voicemail should follow the same tone. But when you are available, pick up and use the script above every single time.

Collecting Customer Information at the Start of Every Call

Before you discuss anything, get the caller's name and why they're calling. For new customers:

Full name
Phone number (confirm it if calling from a different number)
What species they're looking to have mounted
When they plan to harvest (this helps you project intake timing)

For existing customers calling about a status update:

Full name
The species or description of the mount

Once you have their name, you can pull up the record or route them to the portal.

Handling Status Calls Without Searching Through Paper Records

This is where most taxidermists lose 5-10 minutes per call. A customer asks "where's my deer?" and you put them on hold while you dig through intake sheets.

The better approach: before deer season, set up a customer portal and give every customer their tracking link at intake. When they call for a status update, your response is:

"I can text or email you your tracking link right now. It shows the current stage of your mount, the tannery status, and your estimated completion window. Would you like me to send that to you?"

Almost every caller says yes. You send the link in under 60 seconds. The call ends. They don't call back.

Redirecting Status Callers to the Portal

Some callers resist the portal redirect. Here's the script for that:

Caller: "I'd just rather you tell me where it is."

You: "Of course. Let me pull up your record. [Pause while you look.] Your cape is currently at the tannery. It went out on [date] and we typically see returns in 6-8 weeks. I'll send you the tracking link so you can check without having to call."

You've answered the question and still gotten them on the portal. Most customers appreciate having the link once they've used it.

For the caller who is genuinely frustrated or escalating, skip the portal redirect and address the problem directly. The portal is a tool for satisfied customers, not a deflection for angry ones.

Handling New Customer Calls

New callers are usually asking one of three things:

How much does it cost?
How long does it take?
Can you handle [species]?

Have your answers ready. Don't quote exact prices from memory if your pricing varies. Tell them your price sheet is available on your website and walk them through the basics verbally.

For timeline questions, give ranges: "Deer shoulder mounts typically take 6-12 months. That includes tannery time."

Don't overpromise a faster turnaround to secure the business. It creates problems later.

Ending the Call Professionally

Close every call with a clear next step:

For new callers: direct them to your website for pricing and hours, and confirm when they can drop off
For status callers: confirm you've sent the portal link and ask if they have any other questions
For any caller with a complaint: give them a specific follow-up action and timeline

"I'll look into that and call you back by [time/day]. Is [phone number] the best number?"

Always state a specific callback window. "I'll get back to you soon" is not a commitment. A specific time is.

Building the Habit

None of this works if you don't use it consistently. Post the greeting and the key redirect script near every phone in your shop. Train anyone else who answers calls to follow the same structure.

Phone professionalism is a system, not a personality trait. You can build it regardless of how naturally it comes to you.

Frequently Asked Questions

What should I say when answering the phone at my taxidermy shop?

Use a simple, consistent greeting: "Thank you for calling [Shop Name], this is [Your Name]. How can I help you?" Collect the caller's name immediately before getting into the conversation. Avoid rushed or casual greetings. Professional phone handling creates the first impression that determines whether a new caller becomes a customer. Consistency matters more than perfection. The same greeting every time signals professionalism.

How do I handle a status call without being in front of the job record?

The best answer is to have a customer portal already set up so you can offer to send the tracking link instead of searching for paper records. If you don't have that yet, keep a simple log nearby so you can look up the customer's intake date and current stage quickly. If you're genuinely unable to find the record in 30 seconds, take the caller's number and call back with a specific timeline. Never guess on a status call.

How do I redirect status callers to the customer portal?

Offer the redirect as a service, not a dismissal. Say: "I can send you a tracking link right now that shows exactly where your mount is, including tannery status and estimated completion. Want me to text it to you?" Frame it as giving them 24/7 access rather than avoiding the conversation. Most callers accept. For those who prefer a verbal update, give it, and still send the link as a follow-up resource.

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 phone answering guide?

The most common mistake is treating taxidermy shop phone answering guide 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
Small Business Administration (SBA)

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