Tom-Trosin-Speaking.jpg

Manage Clients with Direct Communication

Oklahoma farrier Tom Trosin finds better client relationships through speaking directly with clients rather than relying on texting and email

Farrier Takeaways

  • Messaging apps give clients greater access to you, which opens you to more frequent and potentially unwelcome client communication.
  • You draw out more information on clients’ horses by directly communicating and asking pertinent questions.
  • Tone can be difficult to read in a client’s text message, so be careful how you interpret it.

Last year, a younger farrier rode in Tom Trosin’s shoeing truck. While chatting between stops, the junior horseshoer identified one aspect of farriery that the Oklahoma farrier excels at — and it has nothing to do with trimming and shoeing.

“He told me, ‘You say goodbye better than anybody I’ve met,’” recalls Trosin, a farrier for more than 35 years. “He said, ‘When we leave a barn, you not only have the check, but they know what you did, they know why you did it. They know when you’re coming back and that you can be counted on if there’s a problem.’”

Trosin appreciates the compliment, but explains his communication with clients isn’t simply about how he leaves a barn. Instead, any time he speaks on the phone or is face-to-face with a client, it is time to gather information that will benefit the client’s horse and Trosin’s business management. When he shared his communication approach at the 2021 American Farrier’s Association (AFA) Annual Convention, Trosin stressed he isn’t dictating how others should operate their businesses. Instead, consider how his communication supports how he wants to operate his farrier practice.

Direct Communication Remains Best

Through innovations…

To view the content, please subscribe or login.
 Premium content is for our Digital-only and Premium subscribers. A Print-only subscription doesn't qualify. Please purchase/upgrade a subscription with the Digital product to get access to all American Farriers Journal content and archives online.

Jeremy mcgovern

Jeremy McGovern

Jeremy McGovern has been a journalist for nearly 20 years. He has been a member of the American Farriers Journal staff for 7 years and serves as the Executive Editor/Publisher. A native of Indiana, he also is a member of the board of directors for the American Horse Publications organization of equine media.

Top Articles

Current Issue

View More

Current Issue

View More

Must Read Free Eguides

Download these helpful knowledge building tools

View More
Top Directory Listings