Reading the American Association of Professional Farriers Credentialing Study Guide, I came across a quote that impacted me.

“No one cares about how much you know, until they know how much you care,” wrote Mike Hayward.

I have more than 20 years of customer service experience through various professions and means: on phones, internet/email and retail face-to-face. In addition to these other customer service experiences, I have operated my farrier business for 16 years.

When anyone is genuinely fascinated by their vocation — especially when it tends toward a craft or art — they become focused on advancing, honing and perfecting the knowledge and skill set involved. It’s worth keeping in mind, though, that however passionate you are about what you do, without customers, you have a vocation in a vacuum — effectively a hobby.

Avoid the Negative, Spin the Positive

Through my experiences, I understand that customers never want to hear the phrase “I can’t,” “That won’t work,” or “I don’t have it.” Customers don’t want negative responses. Certainly, the circumstances may dictate you can’t, won’t or don’t have it. The issue may prove that the customer’s request can’t be done. However, it’s possible to avoid the negative and master the art of…