When Something Goes Wrong With Clients, What Do You Say?

As you know, nothing makes a client madder than having a farrier who shows up late, doesn’t show up at all or creates a shoeing problem. Yet there are many steps you can take to keep your clients happy.

  1. Treat complaints that you get about your shoeing work or scheduling problems as opportunities to do a better job of servicing the needs of your customers. Make sure that you respond immediately as delay only further angers a client. Regardless of what the customer says, show concern and sympathy while staying calm. Tell the customer how you understand the complaint and accept responsibility and figure out how to handle it. Handling problems well leads to increased credibility for you.
  2. When there’s a problem, saying “I’m sorry” simply describes you and not the circumstances. On the other hand, saying “I apologize” explains how you feel about the particular circumstances. But it’s still a weak excuse unless accompanied by a solution.
  3. Since shoeing clients don’t care about your problems or excuses, making lame excuses is self-serving. Instead, develop an action plan that serves the immediate needs of your client.
  4. Learn to agree before you disagree and avoid arguing or trying to match wits with clients. Nobody should try to win an argument with a customer as unhappy customers usually don’t fight back. Instead, they’ll switch to another shoer and tell 30 other horse people about the bad experience they had with you.
  5. When there’s a major shoeing concern, ask your client what you…
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Frank lessiter

Frank Lessiter

Frank Lessiter has spent more than 50 years in the agricultural and equine publishing business. The sixth generation member to live on the family’s Centennial farm in Michigan, he is the Editor/Publisher of American Farriers Journal.

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