Tim Tritch and Matthew Gillis often found themselves repeating things to different clients about the care of horses. Gillis came up with an idea to address that problem and Tritch enthusiastically went along.

Do the words “customer service” make you cringe? Most farriers probably associate the term with a bad customer experience.

So you've got the horse balanced, trimmed up properly and shod and you’d like to keep him that way. You ask the horse owner about scheduling the next appointment and you get an answer just about as firm as the sky you’re standing under.

I had a few minutes between clients and was engaged in a conversation with one of the vets at the clinic where I’m a resident farrier. I was profoundly struck by what I observed during a momentary break in our discussion. Another vet walked up to us, excused himself and proceeded to ask the vet I was talking to for some suggestions on a case involving a foal with breathing problems. The clinic had already sent someone out to see this foal, but this was to be this vet’s first trip.