Meet the People Behind Every Call, Click, and Order
At South Texas Tack, we put our customers first. Ever ordered a cowboy hat online? Ever wondered who’s on the other end of it all, answering the phone, replying to emails, and responding to DMs?
As part of our Behind the Brand series, we’re taking a closer look at the people who make it all happen. Our customer service team is made up of real people helping real customers every day, going beyond the order to create a better experience from start to finish.
Meet Shirley, our Customer Service Manager, and get a glimpse into the care, attention, and pride that goes into every interaction — read her story below or watch our Behind the Brand social reel to see it in action.
In Her Words
What do you love most about helping customers at South Texas Tack?
What I love most about helping customers at South Texas Tack is interacting with different people and making sure that I offer the best customer service possible.
What does great customer service mean to you?
Great customer service to me means treating a customer with respect, helping them or trying to help them with the majority of what they are looking for, and treating them as a customer, not a number.
Why is it important that customers can talk to a real person when they call us?
It is very important for customers to know that they are talking to a real person here at South Texas Tack because we want them to feel like they are a customer, not a number. We are not an answering service—we go above and beyond. Customers appreciate that they can speak to someone if they want to, not just place orders online. They can ask questions about their order, check on a product, and not rely only on email. It gives them a sense of security and overall support.
What is your goal every time you answer the phone?
Our goal every time we answer the phone is to make sure the customer leaves happy and that their questions were answered the best way possible. If not, we get help from someone who has the answer. Our priority is making sure the customer feels taken care of.
What do you want every customer to feel after they hang up?
We want customers to feel like they’ve been helped, that they’re happy and satisfied with our service, and that they’ll come back as a repeat customer.
What’s the most rewarding part of your job?
The most rewarding part of my job is making sure that I have helped a customer or all customers to the best of my ability, and that they choose to come back.
How long have you been part of the South Texas Tack family?
I’ve been a part of the South Texas Tack family for going on five years.
Stay Connected
Want more stories like this? Follow along for more Behind the Brand stories and the latest from South Texas Tack on Instagram, Facebook, and TikTok. And next time you call in, know there’s a real person on the other end who truly wants to help!
