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www.farrierappointmentserviceteam.com
Member of Farrier Industry Association (FIA)

I receive many phone calls from horse owners.
Why would horse owners call me? 

Usually they want me to refer a farrier to them. I always respond that I cannot refer farriers. Without knowledge of the farrier’s work or credentials, it would be unwise of me to refer anyone. However, I do refer the horse owner to the AFA farrier registry or to the farrier association in their area. I advise the horse owner to ask for three references from the farrier[s] that they contact. 

Why would horse owners want me to refer farriers?

Because, they are unhappy with their farriers! I have heard from disgruntled horse owners for years. Some of the farriers they complain about are some of the most successful and knowledgeable farriers in the country! 

They complain that their farrier:

• Is too busy to return calls or is hard to reach.
• Never returns their calls.
• Is always too booked for timely appointments.
• Is not punctual or stands them up for appointments.
• Does not listen to what they want.
• Does not explain why or what is being done to the horse.
• Charges too much.

This list can go on. You probably have an explanation if you are guilty of any of the above complaints. However, explanations don’t cut it if you are upsetting your customers! Explanations coincide with excuses. What the horse owner is asking for is common courtesy and communication (customer service!).

Farriers have complaints, too!

I also know that farriers have legit complaints about horse owners, too. Communicate with your customers! The complaint list above from horse owners can also apply to horse owners. 

Sometimes a farrier needs to “fire” a customer. The customer refuses to comply with the farrier’s specifications in order to work on their horses. If this is the case and there is no hope of compromise, then you must communicate to the horse owner that you will no longer be available to take care of their horses’ feet. Never, just quit showing up for appointments or retuning their calls. This can come back to haunt you.

Farrier to farrier

Farrier to farrier communication is very useful. If you receive a new customer, ask the customer who their previous farrier is. Contact that farrier and make sure that your new customer has not left any outstanding debt with the farrier. If there is an outstanding debt, inform your new customer that you will be happy to make an appointment for their horse as soon as the debt to the previous farrier has been paid.

It is also important to find out from the previous farrier what type of shoeing was done to the horse and if the horse is ever or was in need of therapeutic shoeing. Did the previous farrier work with a veterinarian and for what reason?