Hoofcare business focus is critical to success

Where is the focus of your hoofcare business?

On the client, the horse or both?

Where you place the focus of your hoofcare business is crucial to your business success, reputation and income.

The reason a client calls us is to provide hoofcare for their horses but, if you think that’s where the primary focus of our service lies, you’re in for a rude awakening.  Your reputation and income will be like entering a room with a low ceiling, you may have to duck to avoid hitting your head.

We definitely must pay attention to and provide the service the horse needs, but it also has to be done in a way the client appreciates and respects.

The client is the one who hires us, schedules hoofcare appointments and pays the bill.  If for any reason they dislike our service or us, we’re at risk of being fired.

So, focusing attention on the client becomes equally important as focusing on the horse.

Rather than leaving things to chance, not knowing what the client expects, hoping to meet their standard … We can design a customer experience to highlight our strong suits and the way we want our hoofcare business to run.

Realize the client won’t know if you’ve done a good job or not unless the horse limps away after you’ve finished.  They don’t have the background to judge our work.  So they judge our abilities on things they know.  How the feet look? … Whether the horse likes us or not … Does this job look like others they’ve seen? … What their friends say about us and our hoofcare business … Do they feel comfortable with you? … Did they enjoy their time with you? … Do they feel respected and valued or not? … Have you created another problem for them to deal with?  Do they think you’re confident and competent?

Not paying attention to the customer experience is a limiting proposition!

Offering a quality service for the horse and taking time to plan a customer experience can go a long way to building a solid reputation for your hoofcare business.

People like the familiar.  They want to know what to expect … feeling very insecure when they don’t.  Planing a routine or a sequence of events you follow with every client and horse offers a sense of confidence and being in good hands.

This brands you and provides a feeling of the familiar … it gives your client something to talk and brag about.  When they recommend your hoofcare business, the people who call already have a sense of what to expect and a sense of the familiar.

Best of all, this will differentiate your hoofcare business from all the rest, clients will self select and it won’t be based on price alone.

Here’s to the success of your hoofcare business!