Way back in the paper era (2000) American Farriers Journal conducted its first ever survey on how horse owners viewed their farriers. Back then, we mailed a paper survey to horse owners that we asked them to fill out and return in an envelope.

We thought it was about time to ask a new group of horse owners the same questions, but times have changed. This time, we used email and Survey Monkey, but we asked horse owners to respond to the same questions.

While not scientific, the results from both surveys provide fascinating insights into the people you do business with and what they think about you. Comparing the results from 2000 to those from 2011 also allows the drawing of some general conclusions about how you’re doing now vs. then.

Here are some general conclusions based on comparisons of the results of both surveys.

• Most horse owners think you are doing a terrific job.
• Most horse owners consider you the best source of information on horse’s feet.
• Horse owners place a high value on good communications with their farrier.
• You’re showing improvement in some areas that are very important to horse owners.
• You’re doing better in the area of punctuality — but not showing up on time and failing to let an owner know remains…