Tolerating bad behavior from a customer is like wearing wet gloves on a cold day. You can only take so much before a change becomes necessary.
You put up with a lot of discomfort and pain as you run your business. You do the best job possible with the resources you have. Toleration of a problem customer is fueled by fear that you need the money and don’t have anyone to replace the income that would be lost.
Working in pain when it’s not necessary is silly. A customer with chronic bad behavior who is not capable of reforming serves you best as a former customer. A new customer with better manners will show up only when you make room.
Most horse business budgets include labor expense. If your part-time employee is paid at the rate of $10.00 per hour and you expect to have that employee work 600 hours per year, you do the simple math of 600 x $10.00 =$6000. Then, plug in $6000 for part-time labor expense and you’re done.
Wrong. Not done.
Here’s why. As an employer, you are required to pay a FICA contribution, workers compensation insurance, federal and state unemployment insurance, disability insurance and payroll service fees, if you use one. To make things easy for budgeting, add 20% to the rate per hour. In this example the budgeted rate per hour would be $12.00 ($10.00 plus 20% of $10.00) per hour for the part-time help. Though it’s not perfect, 20% as a quick rule of thumb works well for estimating payroll taxes and insurances,
Back in 1965, Intel founder Gordon Moore introduced the concept that computer technology doubles in scope every two years. It has become known as Moore’s Law. It’s been an accurate observation. Most of us struggle to keep up with “the latest” in tech. And worse yet, others who are challenged with sending an email with an attachment, view tech advances as constant frustration and ego crushing.
In contrast, the horse industry is founded on fundamentals of horsemanship thousands of years old. Your customers can revel in the fact that once they learn the principles of sound horsemanship, they have that knowledge to use for a life time. That is value and peace of mind worth selling. Bring this up in your next conversation with customers and prospects particularly for your lesson program.
A 2015 business goal stated: ” Make more money” is as worthless as a weight loss plan stated, “Eat less.” They are both vague, lacking commitment and offer no means of measuring progress. Why not spend time today working on making your goals written, specific and measurable?
You can’t hit a target you cannot see.
And please, your goals should be written for two reasons. Writing forces you to think about them in more depth and allows for reading them daily. Okay, reading goals every day might seem to be a waste of time, but just like a display advertisement, you need to see them at least 7 times before you begin to notice. Then you need to be reminded another 7 times before you buy. After a period of daily goal reading, you’ll be singing them like a TV or radio jingle. Or better yet they become a song stuck in your head until achieved.
If your mind works like mine and most people, it has to be sold on ideas and thoughts before you take action. And a big sale is closed only after the salesperson works diligently with follow up after follow up. Sell yourself on your goals. No one else can.