As a horse trainer, when another AQHA/APHA Professional Horseman has direct communication with your customer and offers their services, what do you do? What would your reaction be? How would you handle it? Would you approach your client and the other trainer? Just your client? The other trainer? Neither?
An AQHA Professional Horseman asked us to address this question, so we asked several AQHA and APHA Professional Horseman how they would address this matter.
Training horses is often a satisfying but unpredictable occupation. For many, a trainer’s financial and professional success relies solely on attracting, maintaining and satisfying their clientele. With that being said, how would you handle this situation? Let us know on our Facebook page or in the comments section of this article. Without further delay, let’s find out what they had to say.
Christa Baldwin – There are many variables to this situation but there are a lot of trainers that basically don’t care as long as they think they can get a new client and help improve their financial situation out. These are the same trainers that really don’t have much conscientious or morals. When a person approaches me about possibly coming to our program, I tell them they really must communicate with their current trainer first, and I ask also to speak to that trainer myself. I had a client one time that we really wanted to move on down the road. She was difficult and negative about everyone else. I don’t do negative. We knew she was going home for a few months, and we were not going to let her come back in. She told me she was going to go to this open show trainer, because she was cheaper and we were elated. I messaged this trainer as I knew her well and told her even though it was absolutely fine with us, the proper protocol would have been to contact me. I thought this would help her down the road as she was just getting started. She said “Get over it.” Well, needless to say, their business has not been good over the years nor their reputation and their ethics are not going to change. So we cant change the mindset of trainers if they don’t have the scruples, but we can help trainers be more educated on how to handle these sometimes touchy situations.
Jerry Erickson – Always a difficult situation – the few times this has happened to me the client came to me about it. These were customers who were happy in my program and uncomfortable with being approached. I gave them my advice to ignore the other desperate trainer, then, I personally spoke to the other trainer. Both worked out fine. If I learned that a client was having an ongoing conversation with another trainer regardless of who initiated the conversation, I would immediately talk to the client. My comments would be that they should have talked to me sooner, then, I give them the option of leaving with no hard feelings. In my opinion, if they are considering even listening to the other trainer, one foot is already out the door. I have no intention of changing in order to appease one client and strive to keep them. Most times, they are not going to stay, so I invite them to leave. You will notice that my comments mostly involve the conversation between my client and myself. If another trainer feels the need to solicit my client that’s his or her problem. My conversation is with the client.
Missy Thyfault – This is a tough situation. If it did happen to my client, I would hope that my past history with my customer was strong enough to endure it and that there was loyalty involved. I have had clients inform me of some shady “pirate-like” activity and my reaction was casual discussion with said “pirate” or to just rise above it and take the high road. I choose to look at it as a compliment. I believe clients, as in any relationship, exercise free will. If I do my job well, they will have no reason to leave. Go work hard and attract your own clients and remember you are a professional horseman representing our industry and AQHA.
Brent Maxwell – This unfortunately is a tough spot for any professional and circumstances could determine a variety of answers, but, in general, I would act in the following manner: Make absolutely sure that my customer did not inquire about the services of another professional. 2. Investigate the situation thoroughly before acting. 3. Be professional, if I feel the matter needs to be addressed. 4. Rather than go off in a fit of rage and make accusations, I’d make an inquiry to the other party about the matter at hand and let them respond. 5. If they admit to my inquiry, I’d express that I thought that they were out of line and I’d appreciate that they use some professional courtesy in the future. 6. If they don’t admit to my inquiry, then, I’d have to accept it or form my own opinion for future reference. This would totally rely on the answer and the circumstances surrounding the situation. I would like to add that I have been asked by other trainers to help a customer with a specific event or maneuver just as I have asked others to help a customer of mine with the same. There has never been an instance where anyone has solicited customers from the other. These are true professionals who respect the advantages of learning from each other while looking out for the needs of their customers!
Lisa Ligon – This is a very competitive industry we are in with a very small existing customer pool. Things like that happen everyday. Many times, trainers engage in this kind of aggressive behavior and are rewarded by attaining a new customer. However, you cannot steal a happy customer. It is important to keep open lines of communication with your customers and to realize that the customer that stays forever is rare. Changing trainers doesn’t have to be negative, but direct solicitation in my opinion is not an upstanding business practice. I do not generally get involved or respond to the actions or advances made by the other trainer. They are aware they did something inconsiderate or unacceptable. Most of them will avoid eye contact or conversation for a period of time after making an inappropriate advance on one of your customers. However, if they do it more than once, I will ask them to stop bothering my customer and that if they ever feel the need to contract their services they will be in touch. That generally causes the advances to cease.
Robin Frid – If it was the first time a trainer approached my client, I probably wouldn’t say anything but keep it in the back of my mind. I wouldn’t react off emotion and make sure I have all the facts. I would sleep on it and then make a decision. If they approach my client again, I would go talk to them and have them explain their intentions. I also might go talk to the AQHA Chair of the Professional Horseman’s Committee, Steve Meadows about the issue and make him aware of the situation.
Lynne Puthoff – There are many “trainers” of all levels in this industry, with many levels of integrity. We as professionals need to act with the meaning of this word in mind. However, as in any public business, behind the scenes soliciting and schmoozing does happen. You strive for your own hard work and dedication to your clients, and their horses to speak for itself. Most dedicated and loyal clients understand that there are ups and downs in any “relationship”, as well as knowing when their horse, rider, money, etc. are well looked after by their trainer and both work at keeping the lines of communication open. Most often, I feel that a good customer/trainer relationship will always win out and have years of fun, learning and successes together. If another trainer gets out of hand with trying to soliciting clients, then it needs to be addressed between the two professionals. Many times, we can spot the unethical actions of others and can stay aware of the happenings, rise above it, and keep on doing your best for your customers. I am an AQHA Professional Horseman member, have been a trainer since 1990, having many youth in my “care” and amateurs that have ridden with us since their youth career, and now an IEA riding team coach, I take my position seriously and hope to be a good role model and representation of AQHA.
Brad Kearns – If the customer tells you directly that the other trainer approached them and offered their services, then, the question becomes situational. Was the customer having trouble at that moment and just needed a word of encouragement in your absence while you were possibly showing or busy? If so, then friendly advice and words of encouragement are always welcomed. If the on the other hand, the other trainer was trying to poach your customer, then what are the motives of the customer in telling you about the incident. Were your customers motives: a) informational-so you will know that the other trainer was either helpful in a bad situation or was improperly approaching them, b) self serving-because your customer feels they are missing attention from you and want to push you to pay more attention to them by making themselves look desirable to other trainers, c) advantageous-because your customer feels that possibly the other trainer can offer them something you can not, or d) pot stirring-because these kind of people are out there and they will only be trouble in the long run, so encourage them to pursue a new relationship with the poaching trainer by telling them the door is always open for them to come back as you are escorting them out.
As for the other trainer, first of all, take time to calm down. Flying off the handle doesn’t gain anything. Don’t jump to conclusions because the other trainer may have said something that may have misconstrued or exaggerated. Don’t assume they had malicious intent. If you choose to talk to the other trainer about the situation, don’t be accusatory. Ask questions calmly about what prompted him/her to offer their services? What did he/she hope to gain from it? Shifting the burden to them to explain their actions rather than accusing them will serve you better in understanding the situation, and how you should go about remedying it. In other words, thank them for their words of encouragement for your customer in their time of need, or realize that the trainer is not your friend and that you won’t do business with them in the future, or congratulate them on their new, obviously disloyal, customer. The key is to provide a quality service with a positive attitude. Honesty concerning your customers’ respective talents and the talents of their equine partners is paramount. If you provide valuable services, your customers should never look outside of your relationship. Understand some customers are bad for your business and should be let go. Focus on attracting customers that value you and the quality services you provide.
Nancy Sue Ryan – Thankfully, my customers are very loyal to our program. If a customer wants to stray I guess they were not truly a team player. Over the years, I have some leave but the majority have returned. Most of my customers appreciate the care their horses receive and the respect we have for the horse. I would not confront the trainer. If customer is that easily derailed then they are probably already on a wobbly track.
Jodie Moore – If you mean they are actively soliciting my client, I would deal with that “equine professional” directly, either by phone or in person. This is been a long-standing issue within this industry, and it really separates who has ethics and who doesn’t. I have always felt that long after a client has left the industry; we as trainers and judges are still here and we have to have a good working relationship with each other, as well as being able to look ourselves in the mirror at the end of the day.
Kelly McDowall – I would definitely have a conversation with that trainer about getting their own customers and the ethical way of doing that – hard work, successful clients, good barn environment, etc. Now having said that, I would not worry about one of my clients leaving to go to a person who does business like that, because if they do go, they deserve what they get.
Melissa Henry-Shetler – That’s a good one. This is a tough subject and I know it does happen. I personally would contact that professional horseman/trainer. I would let them know that I was aware they contacted my customer and it wasn’t acceptable to try to gain a customer that way. In this industry, trainers have to have each other’s backs. We deal with each other day in and day out. This type of behavior only creates tension and animosity. This is something we need to strive to eliminate. If a customer chooses to leave on their own and go elsewhere…so be it. That is their choose as a paying customer, but it is never acceptable for another trainer to seek out clients that are already involved in a training program. No exceptions.
Lori Gordon – I think that if the other professional horseman wishes to do business in this unscrupulous manner it speaks more to their manner of professionalism and is a poor reflection of their business ethics. When a client is talking to other professionals or shopping around, a phone call from the new prospective trainers to the current trainer is in order. Sometimes the current trainer may want the client to move on anyway or at least have a discussion with the client, but should be notified. A courtesy call among professionals is in order in respect to each other. If another trainer is actively vying for my customers business and the customers leaves without either party speaking to me about it, I opt not to do future business with either party. Clients come and go, but we will all be here still doing business together and making a living at what we love best. We need to have mutual respect for the other professionals in the horse industry and work in a positive manner.
Chris Gray – I have had this happen in the past. I personally feel that only unhappy, or dissatisfied customers will stray. Be it for valid reasons, or just a bad fit, I say let them go, and end the relationship on good terms. Keeping a customer that is unhappy is only going to cause stress and unrest within a barn. As far as the other “professional” , I just hold that information in the back of my mind. Business is business, and as the old saying goes, keep your friends close and your enemies closer.
Colton Smith – As a Professional Horseman, I feel if a fellow professional is approaching your customer, offering their services to them, it is unprofessional. This is a controversial topic because as professional horsemen we work in a free market place. We cannot tell our customers who they can and cannot talk to. I believe as professional horsemen, in a prestigious association, we should be held to a higher standard of ethics. I would consider it a common courtesy to not steal other people’s customers, even if they approach you for advice. In this industry, customers will come and go, but we will see these professionals week in and week out at different shows throughout the country. This industry is a small community – we are all in this together, and we should be looking out for one another. We need to have professional relationships as horsemen; put yourself in another’s position and try to follow the golden rule – Do unto others as you would have them do unto you.
Katie Mitchell – It’s all about respect….on both sides of the coin. Respect the other professional should give to us, and respect the client should have for us. If someone approaches our client about “services”, they obviously have no respect for us. We represent that person as a professional, an agent and that client should have the respect to say we are his agents and to direct the business in question to us. Now, myself, I am a communicator. If I have a problem, I go communicate it directly to the person. If that person gets defensive, which I consider a guilty conscience, and they get nasty, chances are I am going to get nasty back. But if we can talk about it and communicate calm and friendly, I’m sure we can resolve the problem. Now on the flip side, if our client goes to another professional asking for “services”, we expect that professional to say something to us. For no other reason than they don’t know the situation. Is there money owed? Are we invested in the horses in question? Clients come and go; no one is “disallowed” to do so, but there are some that make it a habit, and professionals must stick together and stay united to preserve our business.
Teresa Sullivan – This is how I would handle it…Maybe take that professional aside and directly chat with them in a calm and professional manner and walk away with no grudges. Stay on the high road and maybe look more professional to that certain client. But the thing I would not do is throw a big stink to either party. Stay calm and positive, but definitely make sure that they know you know.
Stephanie McAlexander – I think you have to trust in your own abilities and the relationship you have built with your client. If that relationship is strong, there is nothing to worry about. We cannot control what other people say; we can only strive to do the best job we are capable of. There will always be outside influences, be it other trainers, clinicians, or social media that may lead our clients to question the way we train or teach. I think you have to trust in your program, believe in yourself, and hope your clients do not fall prey to the old adage about the other side of the fence.
GoHorseShow would like to thank these trainers for taking the time to give their opinion and advice on this difficult topic. Have an opinion? Let us know!
