Tom Trosin shared his thoughts on communicating with clients at the 2021 American Farrier’s Association Annual Convention in Arlington, Texas.

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…

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Jeremy mcgovern

Jeremy McGovern

Jeremy McGovern is the former Executive Editor/Publisher. A native of Indiana, he also is president of American Horse Publications.

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