I’m constantly reminded what a blessing GaZi and Alle continue to be… the endurance horse with a motor and a very well trained calmer demeanor of a western pleasure horse. I have the “yin” and “yan” of horses. Amen

A self proclaimed John Denver fan from college days, I was reminded also of followup and the example here of our vet, Dr. Layne apropos of horses.

Because he called the forest brother
Because he called the earth his mother
They drove him out into the rain

Because he spoke with fish in the creek
He tried to tell us that the animals could speak
Who knows, perhaps they do
How do you know they dont
Just because theyve never spoken to you
John Denver

Not just following up in hot pursuit of another transaction, but following up because you really care.

I saw the power of this first hand last year in a most unexpected way, but I’ll never forget it.

My first encounter with Dr Layne was two years when we were getting the standard “vet check” that folks do prior to final purchase of a horse to make sure they’re healthy. Vet checks can range from a very casual affair to full on x-rays. Depends on your point of view, cost of the horse, and your budget. While Dr Layne’s well known in these parts, for his equine expertise, he also does alot of work with cattle and other assorted critters.

He seemed a kind but distant sort and the fact that he wanted to do an x-ray on Great Picken ’s right foot thinking there might be a navicular syndrome in the making didnt leave me the best first impression. Of course we got the x-rays and fortunately she was footloose and fancy free. On subsequent visits and calls to him regarding our horses, he just got friendlier and friendlier and he really has quite the way with the animal kingdom. He’s become more like an uncle ;somewhat typical of folks here, once they know you a bit, you’re like family . I’ve also consulted him regarding another horse I was thinking of purchasing which he (fortunately in retrospect) kaiboshed and now I have my Alle.

He did the ultra sound on Whistler when we ‘d bred her last year When Whistler foaled, her filly was the spitten image of her complete with the markings, we so named her “Whistler’s Image”. but she was nt walking quite right even after two days and seemed frail. Dr. Layne immediately came out to check things out and upon putting a splint on her foot to correct and strengthen, noticed more discharge. Further examination revealed an autoimmune dysfunction typically appearing in cattle; rare in horses. Dr Layne said when it does occur in horses; it’s virtually a death sentence.

And so it was, while we ‘d thought about bringing her to an equine hospital Dr. L recommended; we couldnt really even move her although she did try to get up and move on her own. She didnt make it through the night.

The vet’s phone calls to follow up were what made me a devotee. He really, really cared. And he didn’t just follow up after her emergency. He came and sat with us and was genuinely compassionate. It’s a matter again of doing what you love and understanding the folks you come in contact with and do business with. Really “listening” to their hearts .

I’m guessing if you are doing what you love, from home no less, that you are pretty enthusiastic about your company. Carry that enthusiasm through after the sale to genuinely show that you value your customers. If you’re providing a great service, and something of value, it’s also a good way to hear some nice words. But even in the (hopefully) rare situation where you have an unhappy customer, it’s a way to make things right. It’s often said that a happy customer will tell a friend and an unhappy one will tell 10.
I’m finding that the including the ingredients of “country”, compassion and of course in our case, good cooking are key ingredients in the recipe for success.