Posted by K Bar R on June 03, 2003 at 22:33:00:
In Reply to: Beginner Owner Behavior posted by Scott Chaney (CF) on May 28, 2003 at 01:55:48:
: Got a new client, new in the business.
: They were scheduled for a return on their 3 horses tomorow (Wed. the 28th).
: I got a call last Friday (the 23rd) saying the horse tossed a shoe. Unfortunately, I was out of town for the holiday and did not get the call until Monday (the 26th).
: Upon returning their call, I was told they couldn't get me to reurn their message (over a holiday weekend... duh...) so they called another shoer who came out on Sunday (the 25th) and not only replaced the shoe, but shod the horse and the other two as well, leaving me with a 3 1/2 hour hole in my schedule on one day's notice.
: Call it even, figuring they'll probably never call again anyways?
: Drop them a line explaining owner/farrier releations?
: How would you handle it?
: (And I'm curious because the other farrier knew I was coming Wednesday for the shoeing).
: I mean... dropping what you're doing to come to a client's place to renail a shoe on Memorial Day Sunday?!?! c'mon...knowing the appointment is in 4 days?... Knowing I was out of town...
I agree with everyone. We have a hard time with new or semi-new customers not caring about anything except: price, how long, how soon. Hopefully those folks turn into good customers. But we want people who keep us because we are good. I like it that our customers will wait, or care enough to ask " what was wrong" instead of " why didn't you call?" I'd much rather have a few really loyal customers than all the: how much, how long, how soon people out there. The only good I have to say is this. New owners can realize this or if they do not realize this and they call back, you have raised your rates. This at least makes up for them not appreciating your work. Apologize for THEIR misunderstanding too, it makes you look good. Thanks for the interesting discussion.