Esco Buff

Laying Out Your Ground Rules

A respective responsibilites list sets guidelines


Esco Buff

A Respective Responsibilities List documents the general operating procedures for your farrier business, as well as your responsibilities to your client and their horses. The list provides clear and concise rules, procedures, expectations and responsibilities that you have established for yourself and your clients.

To establish the best working relationship, your Respective Responsibilities List should include any information you want every client to know about scheduling, work conditions, horse misbehavior policy, missed appointments, billing procedures, etc.

Every client should receive a new copy of your list every year. This provides them with clear expectations of how you operate and what you expect from them and their horses. Keep the list posted in your truck or trailer, as well.

The importance of defining respective responsibilities cannot be overstated. Make sure all your clients read the document and urge them to discuss any questions or concerns they have with you. The list also tells your clients that you are concerned about providing a quality and professional farrier service.

How To Compose Your List

Write down all the things you want every client to know. Draw on communication problems and issues that you’ve had with clients in the past. Write an expectation for that problem so it will be less likely to occur again.

When completed, put each item under one of several broad topics in order to make locating them easier for your client. Some good broad topics would be:

  • Scheduling.
  • Farrier Work Conditions.
  • Horse Behavior.
  • Fees and Billing Procedures.

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Esco Buff

Esco Buff, CF, APF, of Webster, N.Y., holds a PhD in business administration and is a member of the International Horseshoeing Hall Of Fame.

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