general unprofessionalism
 
 

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general unprofessionalism

This is a discussion on general unprofessionalism within the General Off Topic Discussion forums, part of the Life Beyond Horses category
  • General unprofessionalism
  • horse industry unprofessionalism

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    04-08-2014, 10:11 AM
  #1
Green Broke
general unprofessionalism

I wonder how people stay in business and it seems to be very common in the horse industry.
Lack of follow up, phone calls unreturned.
I am tired of it.
     
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    04-08-2014, 10:23 AM
  #2
Yearling
You don't have to have any formal training to be in the horse business, therefore most people don't even take a business class. As an administrative professional, I was taught to follow up, answer emails, return phone calls.
     
    04-08-2014, 10:14 PM
  #3
Showing
.

I was a Realtor for 5 years, if I had a Dollar for every Real Estate agent I called and they took more than 3 to 4 days to return my calls..... well I would be very rich.

Customer Service in many professions has become a thing of the past


.
     
    04-08-2014, 10:46 PM
  #4
Weanling
You can apply that same observation to almost any industry or individual. The work ethic has slipped over the pat few years as has basic common courtesy. We text and email far more than we talk and we rarely if ever write a letter.

It is a shame as we take away any type of human exchange.
I fully realize that this Forum is also based upon emails, but it is not a business and yet my questions are almost always answered. It's just the proper thing to do.

My very best to you !
boots likes this.
     
    04-08-2014, 10:57 PM
  #5
Trained
They stay in business because customers want to pay for their services more than the horse people want to sell them, so the customers keep calling.
Posted via Mobile Device
     
    04-09-2014, 12:17 AM
  #6
Trained
Entire companies/corporations have been built on the demand for quality customer service, amazon for example. It isn't a hard formula, but it seems to be hard to find.
     
    04-09-2014, 12:48 AM
  #7
Started
Quote:
Originally Posted by Red Gate Farm    
You don't have to have any formal training to be in the horse business, therefore most people don't even take a business class. As an administrative professional, I was taught to follow up, answer emails, return phone calls.
You don't need a basic business class to know that the best way to run clients/potential clients off is to be unreliable or not follow up on communication. That's just common sense right there

That is one thing that I HATE about the horse industry. In particular, I find this to be the case for farriers. I've been through a few that I didn't like their shoeing job, and even more that were decent but unreliable. I called one guy in early December a couple of years back asking to get my horse shod before I went home for Christmas break since he was due and lost a shoe. Texted him a couple of days later, no reply. Hurried to find someone else to do him before I left. Ran into the unreliable guy at the barn in FEBRUARY and he asked if I still needed my horse done!! I said no thanks, I've found someone else to shoe him

Same thing with another farrier. I tried a new guy when I moved back, and he was awful. Reliable, but did a crud job. Horse pulled a shoe, called a guy whose seen him before and does a great job. Got there the next day, tacked the shoe on for free. Next shoe cycle ran around, no problem. Third time? Took the better part of a week to schedule him, and the guy literally didn't show up. Called, texted, ended up leaving. I would have moved on to someone else right then and there if he didn't do such a great job and was an extremely fun and animated guy while doing his job. He called me back and apologized immensely, saying that his truck broke down coming into town. Came the next day and was extremely flexible with my schedule. Next cycle comes around? Has to cancel because his truck (supposedly) broke down again. Next cycle comes around, horse pulled a shoe right before Christmas this year. I asked when he'd be available, said "Within a week, but I'm busy with the holidays like everyone else".

Finally gave up and moved on to a different guy that came highly recommended. He happened to be the guy's nephew, and he did a great job. He asked who shod him before and I told him that it was his uncle. He asked if I didn't like the job that his uncle did, and I went ahead and told him that his uncle's unreliability was what gave him the boot. He said the reason he was able to make a name in the horse shoeing business in the area was by picking up his uncle's slack and by being infinitely more reliable than him. The uncle didn't really NEED anymore clients, so I figured since I wasn't a priority then it was best to move on.

There's one lady I know that has been desperately trying to make a name for herself for years in the horse industry. She has decent skills from what I've seen, and has had numerous training opportunities handed to her on a silver platter. However, she will be a no-show no-call for lessons, won't return phone calls to people ready to commit to training or lessons, and won't put herself out there. She then complains about how it's impossible to break into the horse industry and that no matter how hard she tries she won't be able to. It's not that her skills and the demand aren't necessarily there, but that she won't treat her business like a business. Heck, I took lessons from my old trainer for 5 or 6 years. On ONE occasion early on she didn't show up for her lesson. I was in about 9th grade and still taking lessons on school horses with my friend. We called her, she dashed over in a heartbeat, and offered to give us a free lesson.

What it boils down to is one of a few things: Too much demand for one trainer/farrier/etc, so THEY can decide whose calls to return and when, but their business won't suffer. Or, if they're not in high demand, then their business will crash when this reputation gets spread around.
     
    04-12-2014, 05:57 PM
  #8
Yearling
I had a farrier that was the best at the actual farrier work. Loved the job he did on my horses. HOWEVER, He was impossible to get on the phone, never returned calls, was late for our scheduled appointments. I talked to him about it but it didn't help. Soooo, I now have a new farrier that is always early, has called me to check on things if I have been out of touch for a bit. Very reliable and it is so much nicer to deal with.

If I am asked about the previous farrier I don't bash the guy I just simply say " he does a great job with the horses, if you can get him to show up or be on time."
     
    04-13-2014, 05:39 PM
  #9
Showing
Being on time doesn't always work for a farrier as sometimes extra time needs to be spent on a horse that wasn't anticipate. What really boiled me was being ready for the vet at the appointed time and waiting two hours. A high school student was assisting and could have called. It turned out to be a no-show. I know things happen but courtesy should prevail.
     
    04-13-2014, 09:51 PM
  #10
Started
Quote:
Originally Posted by Saddlebag    
Being on time doesn't always work for a farrier as sometimes extra time needs to be spent on a horse that wasn't anticipate. What really boiled me was being ready for the vet at the appointed time and waiting two hours. A high school student was assisting and could have called. It turned out to be a no-show. I know things happen but courtesy should prevail.
Exactly. Things DO happen in the horse world, and sometimes one will have to be late or cancel an appointment. What really irritates me is when people are going to be more than a little bit late, or can't make it, and don't call. Or if a person is consistently late.
equinesnfelines likes this.
     

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