How to Answer 5 Common New Client Questions

This article was originally published Nov. 4, 2019 and has been updated.

Farrier Takeaways

  • Answer client questions in a positive tone vs. with indifference or negativity.
  • Be careful to not badmouth other farriers when responding to client questions about the previous practitioner.
  • A customer who feels defensive or less valued is difficult to recover in a farrier-client relationship.

Reading the American Association of Professional Farriers Credentialing Study Guide, I came across a quote that impacted me.

“No one cares about how much you know, until they know how much you care,” wrote Mike Hayward.

I have more than 20 years of customer service experience through various professions and means: on phones, internet/email and retail face-to-face. In addition to these other customer service experiences, I have operated my farrier business for 16 years.

When anyone is genuinely fascinated by their vocation — especially when it tends toward a craft or art — they become focused on advancing, honing and perfecting the knowledge and skill set involved. It’s worth keeping in mind, though, that however passionate you are about what you do, without customers, you have a vocation in a vacuum — effectively a hobby.

Avoid the Negative, Spin the Positive

Through my experiences, I understand that customers never want to hear the phrase “I can’t,” “That won’t work,” or “I don’t have it.” Customers don’t want negative responses. Certainly, the circumstances may dictate you can’t, won’t or don’t have it. The issue may…

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Eva clark

Eva Clark

Eva Clark, APF, is Owner/Operator of Reliable Farrier Services, LLC, based in Springfield, Oregon. She has been a farrier since 2004. She also serves in the United States Navy in the active reserves.

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