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Marlon was a wonderful farrier. He came every 6 weeks or soto trim the horses' feet and make special shoes for one ofthem. A good farrier is critical to a horse's overallhealth because foot disorders can disable a horse to thepoint that he may have to be destroyed. After all, whenthere is over 1,000 pounds to support, everything has to bein good working order.We weren't the only ones who loved Marlon. He had a loyalfollowing of regular customers and was busy all the time.Not only did he do a terrific job, he was personable and funto have around.When he decided to retire, he trained Trish, his daughter,to take over his business. She was also fun and personable,so there was a smooth transition. Unfortunately, we startedhaving trouble as soon as she took over. It started withsnow pads, which are rubber inserts that go between the hoofand shoe and which are supposed to prevent snow frombuilding up in the shoe. The snow was building up in spiteof the snow pads, and our horse was walking on chunks of icethe size of tennis balls. A farrier problem.In the spring, we noticed both of the horses were trippingon the trail for no apparent reason. Our vet said thattheir feet were not trimmed properly, which was not onlycausing them to trip but which was also stressing some ofthe bones and muscles in their legs. Another farrierproblem.We tried to get her to find out what needed to be done, butshe got defensive and was difficult to deal with. Afterabout six months of problems, it became too much; we had tofind another farrier. When we told her we were switching,she got snotty."Don't you want to know why?" we asked her."No", she said bluntly, and hung up.We know that many of Marlon's other customers also switched.Trish has ruined her father's business of over 30 years,which is a tragedy. But another tragedy is that Trishbought the business from him and is making payments. Theyare both going to lose.There are two lessons here having to do with learning. Thefirst one is this: if you are delivering a flawed orotherwise inferior product, you must learn how to fix it!What do you think will happen if you do a poor job and don'teven try to make it right? If she had shown a willingnessto "do whatever it takes" to fix the problems she wascausing, we would have been more patient.The other lesson is this: if you lose a customer it isimperative that you find out why and learn from thesituation. If it's because of something that you did, youmay be able to fix it and save the customer, but even if youcan't save this one, you may be able to prevent losinganyone else.
Learn,Marlon,was,wonderful,far