Polo players are often particular and want specific features on a mallet. Mallets are not cheap so excellence is requested! Sometimes customers are not happy with a product and desire to make a return. Some companies return these product right away without questions while others may haggle with the customer. While any business should be aware of misuse of an open return policy we at Escanaba Polo Mallet Company work hard to return products promptly and without customer hassle.
Situation: The customer ordered the product and had a number of expectations when ordering that were not inherent within the product listing. I cannot tell whether or not the person was a beginning polo player or a seasoned player but she was particular. It did appear that she had a perception that the mallet would be identical to the ones that are sold for $200.
Our practice mallet retails currently for around $70 and focused on those who are seeking to practice the game. The mallets can be used in more professional game play but that isn't their target market. Knowing your target market will help in creating greater focus on advertisements and products. Here are some of the differences:
Professional Mallet: We will have a new professional line coming out for $150 where the high polish, perfect straight bamboo poles, and wonderfully made cigar heads.
Practice Mallet: A high quality mallet for around $70 that may not have a perfectly straight bamboo pole and a custom traditional tube type head.
Sometimes customers want specific requirements but purchase the cheaper model with the wrong expectations in mind. When this happens it is important to return the product promptly to raise customer service. In this case, we let her keep the mallet as a good faith gesture because we believe in our products and returned her money. This isn't something we would normally do for everyone (we expect the mallet back) but we wanted her to understand we are a kind company that seeks to do the right thing.
However, we also learned from this situation and are going to update our listing to be sure that customers understand through updated listings that these are practice mallets and not professional mallets with perfectly polished heads and super straight bamboo shafts. Our practice mallets are considered very high quality and have received excellent reviews (100%). Our focus is polo clubs that want multiple affordable mallets and people who want mallets for practice but don't want to pay $200. They are also great for professional game play but that would be more of our future professional mallet line.
Escanaba Polo Mallet Company is a good works company that supports the game of polo and donates much of its money to orphans and children's development.