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Managing Clients

Here are answers to several frequently asked client concerns

During last winter’s 4th International Hoof-Care Summit in Cincinnati, a pair of veteran farriers tackled some of the most frequently asked questions about the footcare industry. 

The unrehearsed, fast-paced session sparked a number of highly interesting views for Summit attendees to evaluate back home in their own footcare operations.

In the second in a series of articles, Russ Vanderlei of North Woods, Ill., and Mike DeLeonardo of Salinas, Calif., share their views on client management strategies.

Q: A prospective client asks you to take over her horses because she doesn’t like the work being done by her current farrier. You know this farrier does good work. How do you handle this situation?

DeLeonardo: Ask why he left or why she wants to get another shoer. If there’s a good reason, then I’ll give her my prices and tell her I want a good clean work area. I’ll let her know that we don’t handle bad-mannered horses and that’s the job of the veterinarian, trainer and owner. I’ll tell her that we expect to be alerted to any appointment cancellations in plenty of time to change our schedules.

I’ll let her know that the previous farrier does work that I respect and that my work may not be any better. If she owes the previous farrier money, I won’t work until the entire bill is paid.

Vanderlei: I want to learn why the other farrier left, especially if I know the shoer. If he or she is a decent farrier and…

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