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Sometimes it helps for farriers to use word images or other ways to help the client remember important things during the rehabilitation process.
“Just having a list of things that begin with the same letter can often make it easier to remember,” says Julie Bullock, an equine veterinarian and farrier from Smith Mountain Lake, Va. “It gets in people’s brain and sticks.”
Often, little tools are necessary to help with clients’ understanding and focus. Knowing the client and what might work to help convince that person is important.
“One of the most frustrating clients is the one who says yes to the plan and you come back and they did none of it,” she says. “Another frustration is the client who tells you he or she can’t do what you ask. You offer some options and they say they can’t do those either. If none of your treatment options are acceptable to the client, you wonder why you are trying to help their horse.”
Patience and a change in tactic are in order. Begin by asking questions.
“That’s when you might have to say, ‘What would you like for me to do? How would you like this to be? What are your expectations? What did you think was going to happen when you called me?’” Bullock recommends.
Put the burden on them to come up with something they can do, especially if they are negating all the options you give them.
“Since this is a situation that we have to…