Dear Cari,
Thanks you for your nice comment. I agree with you that the business side of the horse business is is something that bears more discussion. It is so multi facetted but basic principles apply. On the Chronicle forum mentioned by Lauren http://www.chronofhorse.com/forum/showthread.php?473873-Why-stall-boarding-rates-need-to-at-least-double-across-the-Midwest , there is much discussion about the function and what should be considered parts of a business. I think in the realms of relationships with people and integrity is a favorite topic of mine. Integrity can flow a little bit into customer service – doing what you say you will do- giving the full hour- being on time. I always hear about people who have called stables and have difficulty having their calls returned. It frustrates people and turns them away from doing business with you. We don’t have a lot of examples of customer service any more. When I was a little kid and my Mom pulled into a gas station, the attendants were all over checking tires and gas, washing wind shields- she didn’t even have to get out of the car! It’s a bit different today. One of the grocery stores here has the sacker put a small card with a thank you and their name in the sack at check out. I like to know the person that helped me and so I look forward to going back to that store. My favorite veterinarian has sent me several sympathy cards when a horse or dog has died. They are signed by everyone in the office. These are little things that go beyond basic customer service, making things seem more personal and caring. Thank you so much for bringing up the need for basic business principles. I wish you success in your life in the horse business. Barbara

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