The Reinvention of a Marine Taxidermist - How to turn Zero into a Positive Number

Re establishing ourselves as the industry leader through innovative strategies, continued production of quality products and improved customer support

. The greatest reward a company can have is a repeat customer. Striving for 100% customer satisfaction, producing a quality product combined with supreme customer service should not only be a company policy, but also a motto. This may seem obvious to most organizations, but no matter how great a reputation may be, the same reputation can very easily be negatively affected by a few customer complaints. One may ask, how many complaints are "acceptable"? - At Gray Taxidermy the answer is zero.

Gray Taxidermy is the largest marine Taxidermy company in the world. We have now produced over 500,000 of the finest fish mounts, fish replicas and tournament trophies, and delivered them all over the globe. The company has been in the business for over 50 years and there is no sight of slowing down.

However, as reputable the name Gray Taxidermy has been, we found ourselves in a situation where a few customer complaints started to affect our onlone presence negatively, resulting in a decrease in positive exposure. This criticism is rooted online and may have steered a number of potential fishing enthusiasts and customers in different directions. However instead of waiting for better days or for the national economy to turn, we have decided to tackle these issue head-on. We set out a plan to reinvent ourselves. After all, we are still the largest company in the marine Taxidermy industry, as we mentioned 500,000 fish mounts produced. That equals to a half a million happy customers! So besides from a handful of unsatisfied customers in the past, who posted their disappointment online we as an organization must be doing something right.

Excited to move forward, the new management at Gray's has implemented innovative strategies and new policies to manage our PR, and to improve the overall customer service experience. These changes will immediately result in products of even higher quality, and improved and more personalized customer service. Some of the strategies implemented are;

New and faster follow up procedures to customer inquiries

Improved and additional inspections throughout the production of the fish mounts and trophies

More clear and easy to understand payment, deposit and return policy

Increased promotion of "Gray University" where Captains will better understand and convey our company principles

Redesigned website providing more in-depth information and allowing increased customer interaction

Re organized website Blog where customers can read about past and current customer experiences

 

Emphasized is also the continued relationship between our company and the charter boat owners and/or captains. They provide a vital part in the education of the customer, teaching them about fishing in general and the overall Taxidermy process. To ensure that all principles are consistently followed, captains and their crews will be informed through the "Gray University". This monthly event will ensure that the customer will always receive up-to-date and consistent information regardless who they speak to, the Captains, their mates or with any Gray Taxidermy representative directly. These are all procedures that we are hoping will result in a future containing zero customer complaints.

At Gray Taxidermy we understand a customers is looking for useful and relative information, and to ensure that the company they are prospecting is trustworthy. Therefore we recently redesigned our company website. By improving the navigation, the addition of social media and videos, and by offering more in-depth information to the customer, we believe the online presence will help the consumer to better understand the marine Taxidermy process from start to finish.

We recognize that even though the new strategies are effective immediately, it may take some time for the negative press to diminish. This is due to the fact how internet search engines such as Google, Bing and Yahoo structures their search result pages and listings. The non positive listings about Gray Taxidermy are dating back as far as 2002, but the search robots still find them relative and therefore keep them on the search result pages. Noteworthy is the fact that in many cases the complaint or dispute is resolved in a positive manner. However as we know positive results are rarely reported and the search engine robots will not know if a dispute is pending or resolved.

By combining the mentioned strategies with additional improvements we are set for a brighter future. Expectations are set high, and the bottom line is to provide a product and service that will turn a customer to a repeat customer... again, the greatest reward any company can wish for.

 

If there is anything you like to know about Gray Taxidermy, just let us know. Matter-of-fact, you should always ask your taxidermist a few important questions before making your investment. Did Yo Know?