*Another short survey about customer service*
 
 

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*Another short survey about customer service*

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  • What is a short survey on custom service

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    02-16-2013, 10:20 PM
  #1
Green Broke
Exclamation *Another short survey about customer service*

As mentioned in my previous survey post I am creating a fictional tack store business for school. This survey is about the importance of how knowledgeable the employees are about the products the store sells. Thank you for your help!

How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")

How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"

Do you value the advise employees give you when asked? (Do you take their advice)

Do you expect the employees to be well versed on the products?

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?
     
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    02-16-2013, 10:31 PM
  #2
Showing
How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")

Anything that I don't have experience with.. like a shoulder guard, or a new bit or pad.. I always get customer reviews to cross reference before I even CONSIDER buying something.

How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"

Never..

Do you value the advise employees give you when asked? (Do you take their advice)

I do value it, but I don't always take it.

Do you expect the employees to be well versed on the products?

For the most part, yes. I expect that they are rather experienced.

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?

Not pay more... but travel yes.
     
    02-16-2013, 10:31 PM
  #3
Weanling
How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")
The two shops here I like to go in and talk (shoot the bull) I don't ask many quesitons.

How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"
Never

Do you value the advise employees give you when asked? (Do you take their advice)

Do you expect the employees to be well versed on the products?
Not so much its nice but not that important

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?
No not really. Sales people seem a little to pushie, talking to tack shop people about tack is like asking a barrber if you need a hair cut. But their fun to talk to and be friend with never know when you can talk them down on a price
     
    02-16-2013, 10:39 PM
  #4
CCH
Weanling
How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")
Almost never. If I'm dealing with a true artisan like a saddle maker, bit maker, silver smith, then yes, I will listen to all they have to say. If it is the teenager at a tack store or a company rep, then 99% of what they have to say is basically advertising and I take it as such.

How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"
Never. The only advice on equipment I would heed is from those in the industry I consider respected professionals.
I will ask them for measurements or specifications of items when I can't get them myself.
If we are talking about feed, I have asked if certain feeds contain certain ingredients that I could not tell easily from reading the label.

Do you value the advise employees give you when asked? (Do you take their advice)
See the above answers.

Do you expect the employees to be well versed on the products?
I expect them to know where everything is and what the store carries. I expect them to be able to tell me if something is in stock, how many they have and when they will be getting more.

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?
Not really. I don't think twice about dealing the most grumpy curmudgeony person if they have quality stuff at the right price. I will weigh the cost of traveling for/shipping items against the price of something local usually the cheaper option will win over customer service & supporting local.
CowboyBob likes this.
     
    02-16-2013, 10:48 PM
  #5
Banned
How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")

Rarely. I believe they would always say the products they sell are all good.
However I would ask, how is this product, over another. Or for example which boots do you have that you find run the most narrow.

How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"

Never.
Do you value the advise employees give you when asked? (Do you take their advice)

Depends on how good the advise was, how knowledgeable they were. But yes I appreciate it.

Do you expect the employees to be well versed on the products?

Absolutely. That's their job, that's exactly what they should know.

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?

I travel further, and tend to use their stores mainly for selection over staff. For example there is a Dover Saddlery about 90 mins from my house. I tend to go there, figure out what I want, and google it from my phone while in the store. Most of the time, I can get it for less money online, once I know sizing etc, or if I've just wanted to see the product in person. Sometimes if they price compare, I will buy from there.
     
    02-16-2013, 11:14 PM
  #6
Super Moderator
How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")

almost always


How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"



almost never
Do you value the advise employees give you when asked? (Do you take their advice)

Yes, I do value their experience if I know from where they are coming. I.E> I would not ask an employee of a predominantly Western tack store for advice on dressage gear.
Do you expect the employees to be well versed on the products?


Not all products, but at least half. I expect that someone in the store will know about some products, so their collective knowledge will cover most if not all.

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?

yes. Though it depends on how far or how much more.
     
    02-16-2013, 11:22 PM
  #7
Yearling
How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")

Not very often. If I know someone who works at the store, I'll ask them. I might ask if they've used it on their horses before, if I'm really curious about the product, or if it's really expensive, but that's about it.

How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"

Never. They will likely sell me the most expensive thing, and even if they didn't, I heavily doubt they are veternarians or in any way educated enough to tell me how to treat/handle my horse's problems.

Do you value the advise employees give you when asked? (Do you take their advice)

Depends on how the employee comes off. If they seem personal, and on a same-level basis, definitely!! If they just act like sales people, and try to sell me something (especially if it's costly) then likely not.

Do you expect the employees to be well versed on the products?

Not necessarilly. They are there to work the cash register and show people where things are, not really sell/know the products.

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?

Hmm. More than likely. Let's say something is 200 dollars. If the staff seems standoffish, and barely helps at all, I may not buy the product just so I don't fund their hatred - in fact, I might drive to a friendlier tack store and buy the same product for 25 dollars more, just because I'd rather fund someone who was caring and helpful. So yes, I would. Now, I won't buy something pricey JUST because they are nice. I have to actually want/need the product to begin with :p.
     
    02-17-2013, 12:48 AM
  #8
Showing
How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")

Never. I generally don't buy items if I don't know how they work...and if I do, I would ask my Dad, who is the equivalent of my "trainer" or "instructor".

How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"

Never. That's what trainers are for. The folks in the store might know what they are talking about, but I have no idea what their history is...so I probably wouldn't take their advice. Because of my own experience, the situation in which I would need to ask for help would be relatively dire...and I wouldn't trust anyone but my trainer (Dad) to help or offer advice for those situations.

Do you value the advise employees give you when asked? (Do you take their advice)

If something comes up in conversation, then I'll remember it and consider it, but I generally wouldn't ask for their advice on much of anything.

Do you expect the employees to be well versed on the products?

I think it would be better if they were...not only on the product specs, but in what situations it might need to be used and what level of rider skill would be needed to use it effectively. That way, they wouldn't be telling some random person who's having trouble with a stargazing runaway horse "here, slap this double twisted tom thumb and training fork on there, that'll fix it".

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?

I'll only pay more for a product if the quality is superior, but I would certainly be willing to travel farther to get to a tack store where the staff was helpful, friendly, and knowledgeable.
     
    02-17-2013, 12:56 AM
  #9
Showing
This is quite funny as there's a tack store I town here that I know now to not ask any questions at. If I need something specific and I'm in a rush, I'll go there - otherwise, if I can vote with my $ and avoid it, I will. They seem to hire people who don't have an effing clue. I once went in there asking about a flash noseband and got blank stares back. I simply do not go there for advice.
They put out advice videos every now and again and more than once I've wanted to smack them for their collective ignorance.

---------

I answer the following with a caveat: I know my local tack stores and I know who to go to and who to avoid. I will go to them with questions because they've build up a rapport of offering solid advice. Also, when I ask stores for advice, it's usually for cosmetic/easy problems, like looking for a certain bridle or halter, not "which bit is best?" as that's for my coach. I ask questions about differences between products, I don't ask training advice or the like.

How often do you ask tack store employees advice on a specific product? (EX:"How well does this work?")

Often. I want to know which product is best, and the employees should know each product inside and out.

How often do you ask a tack store advice on a particular equine situation you are in? ( EX:"What would you buy if your horse did this?"

Not as much. I go in with a question about a certain type of product for myself.

Do you value the advise employees give you when asked? (Do you take their advice)

Absolutely. But it will not usurp my coach's advice.

Do you expect the employees to be well versed on the products?

Absolutely without any shadow of a doubt. Inside out and backwards.

Would you be willing to travel farther or pay more for products if the you considered the staff to be friendly and extremely helpful?

Yes, and I do.
     
    02-17-2013, 10:30 AM
  #10
Green Broke
Thanks so much everyone. This information has been more than helpful. Im getting excited about the finished product!
     

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