What is expected of a professional farrier? Members of the horse-owning public have the right to expect their chosen farrier to act in a professional manner.
Webster’s dictionary describes a professional as “someone who has specialized knowledge and academic training, exhibits a courteous, conscientious businesslike attitude and adheres to ethical standards for their chosen field.” Basically, he or she is professional in appearance, behavior and competence or skill. We call these the ABC’s of success. All three have a character component as well as require some degree of skill.
Here are several questions to ask yourself to determine if you are presenting a professional image to your clients. Remember, your image creates their perception of you, and their perception of you determines your value to them.
First impressions are formed when contact is made with the “face” of your business. This can be when potential clients see you, your ad, your card or your truck. You can make a positive impression with good grooming, clean clothes, a clean truck and smart business practices.
But making a good impression takes even more than that. It’s your voice on the phone, your expression and appearance when they meet you and the respect you show for them. How do your clients perceive you? Do they look forward to their experience with you?
Try to answer all calls personally. If you cannot, make your voice mail message short, clear and courteous. Answer all calls enthusiastically. Make…