I often wonder what the percentage of lost customers, is in a shoeing business?

[vthorseshoe]

I was going over my customer base and while doing so, found myself pondering on this topic.
I can think of some I lost due to;
Negligence, lack of knowledge/lack of ability
lack of good people skills
lack of good business skills<showing up on time-calling when late<here in Vt. cell phones quit working in the mtns>

New shoeing Fads;
The new guy on the block
Everyone wants to have an instant cure with this amazing new method

Prices; No one wants to pay for mileage
Who cares about insurance-gas prices-steel increases- what knowledge is worth

I have tried to address these problems by;

Attending 3 or more clinics a yr.
Listening to and learning from different farriers and different idea's/concepts
Starting a farrier Assoc. to promote education and better relations between farriers in this state
Attending a class put on by the small business/retired businessmen in my town
Trying to work on a closer and more open basis with the many local vets
Testing with the BWFA and preparing to test with the AFA this spring
Books/Video's - Farrier publications
Working on my forging skills
Riding with other farriers and having other farriers ride with me

I have invested a lot of my money/time/and effort right back into my business.

5 yrs. now have passed since opening my doors, and I have had the privalage of meeting many great and knowledgable folks in this industry.

I am still in business and happy with my income.
"But still can't figure out the why's and what 4's of a customers mind."

Will I ever ? Does any shoer ever really make a customer content ?


Just some thoughts as I sit here and read all the posts.

vthorseshoer

[Dave Purves]

I think we all ask ourselves this question at some point in time and I don't think that there is a good answer. I've had the opportunity to ride and work with some great farriers and in every case I was impressed with thier shoeing skills I was even more impressed with the relationship they have with there clients. My mentor, has clients that he couldn't get rid of if he wanted to. They all greatly respect is knowledge and ability but he doesn't over power them with knowledge by bragging or talking to them in greek. But even he loses clients do to any one of the reasons you stated. Here are a few things that I think are important in client farrier relationships that don't have anything to do with your actual farrier skills
1. Look professional, where a collared shirt and pants without holes.
2. Show up on time, I'm usually 15 min. early to my appointments, I schedule for this. If I am running late I make sure I have a number that I can call ahead and let the client know. I usually call before the appointment time. If I have an appointment at 1 o'clock, and it takes me 30 min to get there I know that if I'm still under a horse or talking to a client or vet at 12:30, I'm gonna be late and I will interupt or stop what I'm doing to make that 5 min. call.
3. I assure my clients that they will not miss anything because of me, that means that if there is a show on Sat. and they call me Fri. night with a shoe off, I will do anything in my power to get the shoe on before they leave. And that goes for my high level show horse and my backyard trail horses. My clients pay me to keep their horse sound and fit to perform and that is what I try to deliver.
4. Price yourself as a professional, don't undercut or drop your prices in order to get business. This will lead to a reputation you will never be able to outgrow. When you talk to an accountant or lawyer, they charge what they charge cause they are professionals. Owning a horse is a privelage, not a necessity and owners should know that. You continue to strive to make yourself better and deserve to make a good living. Don't let your clients tell you how much you can charge. When someone calls and asks how much you charge and if you could give them a break you say no. They may not use you right away, but they will respect you for believing in your ability.
5. Never be afraid to bring in another farrier for a second opinion, your clients will respect you for using all of your resources. And if something is out of your league pass them on to someone than can handle it and try to be involved also. Everybody wins and your reputation stays in tact.
6. Return all phone calls, even if you know you don't want to work for certain people call them back. Keep a list of farriers by the phone that are taking on clients, it reflects good upon you if you can pass on another number.
7. Be honest with everyone, clients, vets and horsepeople in general. The horse world is small. If you tell someone something that is a little white lie, it will get back. Trying to make yourself sound better than you are is a fatal mistake. Let your work speak for itself.

These are just a few things that I work on very hard, to keep my clients faith. Respect is earned, and you must respect yourself before your clients will.
Good luck
Dave Purves CF :)

[vthorseshoe]

Hi Dave; Your suggestions have proven themselves to be right on the mark, thru time tested results.

I posted this question because ;"for all the many other questions we read, day in and day out, I have found few on the question of "keeping customers".

I hoped it might be a thought provocking question, even if few responded.

I have learned my self<and am still learning everyday> that working for-working with-and keeping the customer happy can be and usually is a bigger job than working on the horse.

There are soooo many horseowners out there who are motivated to switch farriers for the slightest reason.
If I had every customer I have worked for, my base list would triple.
I am glad I don't because;
I know I can't work for certain personalities of horsefolks.

I am not hesitant to pick and choose anymore.

I would come home and literally be sick worrying over the loss of a customer.
I had given it my best effort, been open and honest and gave good service.
Still lost them.

Now, "in my mind", I am able to say; If I shoe or work on only 5 horses I can help, it gives me more enjoyment and peace of mind, than working on 300 and not feeling a sense of satisfaction.<I have a large business, because I try to specialize doing drafts, I find the enjoyment, and the inner need to make a difference by working in a certain area of animals>.

I am 55, just my wife and myself and not many bills. It is a good stage in my life.
Like most when starting out I felt I had to shoe the world and never turn away anyone. The money was the motivating factor to survive.
Now enjoying my trade, having an opportunity to make a difference, having time to learn from others. This is what motivates me today.

I enjoy reading from all the boards. There are so many talented, interesting folks who contribute their experience to others.
I have read Patty Stiller's posts for a long time and had the privalage to meet her at a clinic.
Phil Armitage has a way of posting that allows me to see a different point of view.
All of the participants make this a wonderful source to come to.
Baron Taylor has been a moving force not once, but twice now by providing a place to come and offer help/learn from others/ and just get involved by reading all the different info.
His online classes I took advantage of twice and still refer back to the cd's.

Got to go to work
vthorseshoe

[Dances with Hooves]

Bruce,

If even you have this issue considering the shoeing expertise, horsemanship skills and customer service skills that I obseved when I visited with you than so must everybody else.
I have been pondering this as well of late as I feel that the commitment I have to doing the work well, customer service, and horsemanship that I am providing should please the majority of customers. But like others have stated even if you do everthing right sometimes its easy to get fired.

This has been a good thread as it can be frustrating to have a customer leave for seemingly no reason. My wife sees the same thing in the dog obediance training/grooming/and boarding world and it just may be that dealing with the pet owning public (most horses are just big pets to the typical horseowner) is more challanging than dealing with the public in general.

George

P.S. I've been thinking of coming to some of the VT association meetings. Especially if any forging is going on during the winter slow season. Can a guy from maine join the VT group?

[vthorseshoe]

Hi George, Longtime no see.

I have read about navicular and balance and founder and so many otrher topics, but only a few times does the question of business come up.

I know one of my goals of being the Vt. Farrier Assoc. President, is to see things like this are brought to the forefront and perhaps some of the pitfalls most of us have made can be avoided<to some degree> for the new comer.

I use this board as a guide to come to when I have an issue I am not sure about. I can usually find where someone has covered it with a question and so many wonderful helpful suggestions.

I will e-mail you about membership and yes we are holding a clinic in Oct.

vthorseshoe

[Red Amor]

Mate
Do your best always and always be honest with yourself and those about you , this seems to be working for me
YOU CANT PLEASE EVERYONE , but still theres not halm in trying yeah?
mind how ya go son;)

[vthorseshoe]

Morning Red;

I had this discussion with a client of mine yesterday while shoeing her belgian mare.
Peg and her husband have a large snowmachine business in the northeast kingdom of Vermont.
Peg said, woman seem to have a better time setting prices, where men want to be your friend.
I related to this statement.
I was always trying to be "the good ole boy" and give people breaks.
I have learned to have a business, it needs to be handled like a business. Set your prices and forget about being a "good Ole Boy".
These are my prices and if you need to dicker or try to get me to drop them then here is the name of someone else.
Peg said you need to have respect for yourself and your abilities. Stick to your prices.

This goes in line with your statement of believing in yourself and being honest with yourself.

I know that some of this stuff seem trivial to some farriers, but to the new ones I hope they are reading the posts.
You folks have made suggestions to live by.

A shoeing business is on its way to being successfull when three things are studied-practiced- and followed.

1. Be a real businessman/woman. All the posts give every suggestion I can think of.
2. Know and study horse behavior. If you can't work with a horse-calm a horse-read a horse, then you won't be able to shoe a horse.
3.Learn your trade.
Whether your a new age farrier who uses factory shaped products,<man there really is a shoe for every situation-almost->
or an ole timer like me who uses the new stuff, but still relies on the forge and making shoes/modifications etc.<I just like to work in a forge.>
Learn your trade !

knowledge is learned through effort and try.

the difference between a master craftsman and an apprentice, is the master has learned how to hide his mistakes.

Sure would love to visit down under someday.

take care and watch where you step
vthorseshoe

[NYBelgians]

Bruce,
I would be interested in finding out more information about joining your Assoc. and attending the clinics. I am sure that the farrier I am apprenticing with will also be interested. We had planned on attending the clinic you were to do this spring at Country Dreams Farm in Plattsburgh. If you could send the information to me I would be grateful.

Neal Burgoyne

[Red Amor]

Aya Mate

Understand just what your saying vthoresehorse, Ive worked out what it cost me one year to give folks a break , a few bucks here a discount there
Many time it wasnt appreaciated anyway

One of the best things you can give this is your respect and loyalty this in the end is ofen enough
you,ll get those that dont appreaciate your bent over backwards stance and it will take the young blokes a few hard years to work out whos worth the effort and who,LL let them down

I saw your post on why you like to do drafts
down here there arent enough that are well trained and youve got a job to get a Farrier willing to do them

no one has stock , Ive never seen one
we all just pick em up and get it done
I like to do the good ones and there hard work but the others are just to hard on my body and I cant/ wont do them , Ineed to be doing this for many years to come yet OR win a big lottery of some kind :)

Id sure like to visit you neck O the woods some day too digger

mind how ya go now ;)

[Jack Flynn]

I leaned to shoe from a Welshman. He gave me four rules to be successful and put a $ in your jeans:
#1be where ya should whe ya should.
#2never struggle a' the fire
#3 shoe every horse was it your first or last'n that God gave ye' the honor that ye have
and #4................................................ ....................................Marry up!