Farriers and Clients Have Expectations Each Should Meet

Horse owners have many expectations of a farrier. Recognizing and positively acting upon horse owner expectations are critical aspects of building a successful farrier business. Ignoring those expectations will negatively affect a farrier’s ability to build a successful business.

Horse owners expect to hire a well-trained and experienced professional to care for their valuable horses. Unfortunately, some farriers short-change their clients by not acquiring a firm foundation in their craft. Even those who make the sacrifice to enroll in a school might not use that time wisely in study and practice to get the most out of their educational experience.

Schools vary in quality, length and emphasis. Sometimes a farrier’s lack of knowledge and skill can be the result of his or her school choice, but most likely it’s the individual student’s fault for underestimating the complexity of the subject and the dedication required to learn and master the farrier’s craft. A mentally lazy attitude and distractions, including random internet surfing, cheat the student and prevent him or her from using their study time well.

You can usually tell the kind of farrier a student will become by his or her attitude toward learning. Those who enthusiastically show interest in learning all they can are preferred. Students should be encouraged not to waste their opportunities to learn while at school so they will have no regrets later. Regardless of course length, more experience and continuing education are needed after school training to be competent.

Even if one works diligently, it takes a long time to perfect farrier skills. It takes about 10,000 hours to master any skill, according to Daniel Coyle, author of The Talent Code. He writes, “Deep practice causes layering of myelin sheath wraps around nerve pathways, increasing their signal strength, speed and accuracy. The more one practices, or ‘fires the circuits,’ the more accurate and fluent actions become.”

Don’t be discouraged when you discover that most clients do not fully appreciate your farrier skill.

Since horse owners are paying for farrier services, they feel they have a right to expect excellence. Horse owners hope their farrier is learning and improving every day. He or she should be learning from every horse and be more skilled today than he or she was yesterday. Valuable clients will seek out a farrier who is humble enough to be constantly learning.

Horse owners appreciate a price estimate before work begins — giving them a choice to accept or reject the proposed treatment option. For difficult problems, their veterinarian’s advice will be weighed along with their farrier’s advice. When these professionals don’t see things the same way, it’s the owner’s responsibility to decide what is best for the horse. Often the decision comes down to whom they most trust and what seems to be most practical.

Horse owners expect their farrier to act with integrity and honesty. They expect to be able to trust him or her. Showing up when promised is a measure of one’s integrity.

Horse owners expect the farrier to arrive at the appointed time ready to work. If there is a problem that causes the farrier to be unavoidably detained, owners expect to be notified in a timely manner.

When they ask a question about horse care, owners expect their farrier to know the answer, or be willing to refer them to an equine professional who does. A prompt answer by phone, text or email — ideally, within 24 hours — is appreciated. They expect their farrier to plan ahead — to have the supplies and tools needed to shoe their horse — at the appointed hour.

Competent farriers do their best to meet expectations because they believe that the customer is the sole judge of their performance. Since farriers know horse owners expect them to be on time for appointments, they might have to limit discussions to assure their other clients of prompt arrival time. If more work needs to be done than was previously scheduled, horse owners should expect to make another appointment.

Horse owners expect a farrier to treat their horse(s) and property with respect. If work becomes unsafe for the horse or the farrier, the horse owner should be advised of possible options by the farrier and then be expected to decide how to proceed. Physical restraint measures should not be applied by the farrier without the owner’s consent, and then only in a safe area. If chemical restraint is decided upon, the horse owner should expect to reschedule at a time when their vet is available. It is the owner’s responsibility to present a horse that is trained to accept farrier work.

A companion horse will help a nervous horse stand better.
Photo: Butler Professional Farrier School

Horse owners have the right to expect farriers to clean up before they leave. Nail stubs should be picked up, floors should be swept, and manure and hoof clippings should be deposited in refuse containers.

Farriers also have expectations of horse owners. Farriers expect to be treated as professionals. As such, they are expected by owners to dress, speak, act, and conduct business in a professional manner. First impressions last a long time.

Farriers expect horse owners to honor appointments. They expect to be notified in a timely manner if something in the horse owner’s schedule changes.

Farriers expect the horse owner to provide information that will allow him or her to do the best job for the horse. Farriers expect horse owners to advise them of their concerns and convey an accurate assessment of the horse’s past behavior.

Owners should be expected to catch their horses and clean their legs and feet, if necessary, before asking the farrier to work on them. Either the owner or their authorized representative should be present to catch and hold the horse(s), inform the farrier of any unusual foot concerns and witness the work. Owners can expect farriers to carry a certificate of liability insurance.

The farrier expects the horse owner to provide a well-mannered horse that has been trained to stand for trimming and shoeing. A companion horse nearby will help a nervous horse stand better. It should be mutually understood that work will stop when conditions are judged to be unsafe.

Farriers expect horse owners to provide safe working conditions. Unfavorable conditions do not allow farriers to do their best work. Ideally, the work area should be level, shaded, free from hazards and well-lit.

Unless arrangements are made in advance, owners should expect to pay for services when they are rendered. Farrier work is physically hard, mentally challenging and dirty. As independent small business owners, they depend upon timely payments to operate. Farriers expect owners to be committed to their horse’s welfare and to care for it in a humane manner. In rare instances, horses might need to be rescued from bad conditions.

Farriers expect horse owners to refer business to them if they are pleased with their work. The best recommendation is, “He or she is my farrier.”

When expectations are met, business is good and life is enjoyable. When expectations are violated, sooner or later, relationships and businesses go downhill. Everyone is better off when they try to exceed expectations.

2019 Getting Started in Hoof Care