Farrier-client relationships are not always perfect. While no one wants to lose business or risk damaging relationships, sometimes the best decision is one to let a client go from your books. Hall of Fame farrier and owner of Pacific Coast Horseshoeing School Bob Smith outlines situations in which he would recommend discharging a client.

• Farrier safety. When a client would rather see the farrier injured than their horse controlled, it’s time to immediately fire them for cause.
• Physical abuse. These are clients throw and kick things when they perceive a disagreement or when they are complaining about you or your work.
• Verbal abuse. This client speaks poorly about you or others. For example, they often use descriptions that are directed at gender, race, nationality or other attributes.
• Potential for legal issues. Following trimming or shoeing instructions that you know may be harmful to the horse is not a defense in legal action.
• They are never satisfied. Regardless of your efforts to provide exceptional service, these clients are never satisfied. There is always a complaint about your work, pricing or behavior — always something.
• Unreasonable demands. This client likes to exploit the ambiguity in the farrier/horse-owner relationship. They know that the rules for this relationship are subjective and vary from farrier to farrier. Decide what you will and won’t do in your client relationships and stick to these decisions. Explain to the client the boundaries of your service and ask what their expectations are of a farrier.
• Looking for freebies. One act of kindness becomes the demanded norm and then they need something else. Avoid this problem by having a fee schedule for every service you provide.
• Slow to pay. Clients who don’t pay on time are more than just annoying. They consume valuable time chasing your money.
• They don’t listen. This is the client who does not follow your advice and then expects you to pick up the pieces and fix things.

While this is not an exhaustive list of all reasons someone might fire a client, it offers a firm foundation for how to evaluate clients going forward. The tricky part can be knowing exactly how to go about letting someone go.

American Farriers Journal asked an anonymous group of hoof-care professionals how they fire their clients. The majority said that they do so with minimal explanation, while the remaining 20% opted to have a detailed conversation.

“I like to educate them the best I know how and share the reasons I can’t work on their horse,” one respondent says. “I like to help the horse, but I also like to help the owner, who may not know any better out of pure ignorance.”

A defining theme in many responses was that by the time it gets to the point that the farrier is considering firing the client, it’s likely this isn’t the first time an issue has arisen.

“It’s simply easier and better for us both if we just part ways,” one respondent says to clients. “I’ve already explained in multiple appointments what needed to change. I’m not going to keep repeating myself.”

Many responses also attempt to leave the business relationship as amicable as possible to avoid future conflict.

“I send a text to the effect of: ‘After careful consideration and evaluation of our interactions and the circumstances surrounding our work together, I have come to the conclusion that it is in both of our best interests to terminate our business association. I have to recommend that you seek another farrier who may better suit your expectations.”

Regardless of why farriers, vets or other equine professionals choose to let go of clients, ultimately their goal is to protect themselves and the horse. Share in the comments why and how you fire clients.