Submitted by Sam Glaser, EasyCare's Chief Executive Officer
When I traveled to Zappos headquarters with Garrett Ford this past spring, we knew we were opening up the possibility of making big changes at EasyCare. When I started with EasyCare in the spring of 2017, I instantly appreciated this team's commitment to customer education. Now we were out to discover what excellence meant beyond just education – we want the customer experience to be exceptional from the moment you call, email or visit our website, to the time you use product on our ultimate customer – your horses.
One interesting perspective we gained from Zappos is that they treat shipping expenses as the price of good customer service. Amazon, who owns Zappos, does the same thing. We decided that this was an outlook on customer relationships worth adopting, and so beginning in 2018, all US orders over $49 will receive free standard shipping. We hope that this change goes a long way to help create a great buying experience. EasyCare also has many customers in countries outside the US and we continue to work with our carriers on solutions for you.
EasyCare Product Specialist, Kelsey, applies the Easyboot Glue-On with Garrett Ford.
You can see our new pricing and shipping options at our website. In addition to these shipping changes, we have made many changes behind the scenes so that we can continue to provide you the most innovative products (like the Easyboot Glove Soft, Easyboot Stratus, and EasyShoe Flex hitting the market this spring), backed by industry-leading customer education and service. For instance, we spent time in 2017 working on our corporate mission, vision and core values. The goal was to re-create all of our roles so that they added value to the customer experience. Ultimately, we come to work each day because you trust our products to benefit your horse. Our focus on the customer experience helped us decide to move forward with the free shipping model and will continue to help us shape how we interact with you all. As EasyCare enters its 48th year as the leader in hoof boot technology, we are thankful for all of you who have helped shape this industry and we look forward to many more years of providing great products to great people! I'll leave you with our new mission, vision and core values – along with a couple of photos of our team.
Our mission, vision and values guide our actions and, taken together with our actions, reveal who we are.
The mission of our team is to improve the well-being of horses by providing the equestrian community with superior service, education and innovative equine products.
Our vision is to lead the way – through relationships and innovative behavior – to an equine industry revolution in hoof care practice.
Relationships are the lifeblood of our business.
We approach each interaction with empathy and respect.
We act as a corporate family that takes ownership of our life together.
Education for our customers and selves empowers our community.
We build our culture of integrity through honesty, doing what we say, and consistency in our actions.
Having the courage to be innovative moves the needle in our personal and professional lives.
Life is short – have fun! We cultivate an intense culture, but fight against a tense culture.