Horse at training livery but treated a bit rudely by staff- moan!!!

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I would be unhappy with the customer service you received, but as you and someone else say, if you think they are doing a good job with the horse then I would also stay.

It is a hell of a big deal to move a horse part way through his/her backing, as many are very quick to suggest.
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Thanks for all your replies maybe they were having a bad day!

I wouldn't move my horse at this crucial stage; he's a sharp horse and it could really upset his training. However I don't think I will be returning for lessons and clinics as they suggest unless things drasticly improve......!
 
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imo the horse is the customer and as long as his training is going well that would be my main concern.



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Ah - but the horse isn't paying. Of course the owner is the customer and to be kept waiting for hours after an appointment has been made is terrible customer service, whatever the industry.

For your next appointment I would arrange a time and make it clear that you onlt have that 'window', so cannot afford to be held up. Then, iy they keep you waiting, you can remind them that you have another appointment, so cannot wait. Although, when you are paying a good price, that really shouldn't be necessary.

I would guess you won't be recommending them now, however well they do your horse. Bad customer skills will do their business no good at all.
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i know the horse isn't paying
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but tbh, particularly with a sharp horse, my main and really only concern would be the care and training the horse is receiving- everything else to me would be secondary.

there are so many people who advertise as 'breakers' but hand them a horse thats a little sharper than usual and you can have a totally ruined horse handed back- and all the cups of tea in the world aren't going to sort that out.

i would be annoyed at being kept waiting (as i said before) but i would lump the yard girls not chit chatting with me while their boss kept me waiting.
 
Thing is I'd really like to recommend them because they are doing a very good job with my horse...........

Perhaps I will reserve judgement till next weeks visit
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Quote there are so many people who advertise as 'breakers' but hand them a horse thats a little sharper than usual and you can have a totally ruined horse handed back- and all the cups of tea in the world aren't going to sort that out. Quote

I couldn't agree more; if he was going to be easy I would have done him myself
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A shame they aren't more owner friendly though
 
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I can't imagine they have any interest in what level or rider you are.

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Well that's abundantly clear Lol!!

How will they know when the horse is at a suitable level to send home?

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What have you asked them to do exactly?

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Get the horse 'started'
The horse is the client, but so am I

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Then that is what they will do. Walk, trot, canter - and over to you.
 
I haven't read other posts but I understand what you are feeling as I had a similar experience. My horse was sent away to be backed and the yard was about 2 hrs away, so I only went up once a month. My horse was treated well and the job was done but it was with a pro and one of the opening things he said was he didn't like owners
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( presumably liked their money though ).

Anyway the staff were lovely but too busy and it felt like they didn't want to chat incase they said the wrong thing. It was a production line operation and I felt in the way. There was also a bad atmosphere on occasions and his wife would come out red eyed from crying but the biggest issue though for me was that in the whole 14 months he was there I didn't get one progress call to say how my horse was doing. All the contact had to be initiated by me
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Looking back I can't believe I stayed there so long but my horse was tricky and I think I was happy to absolve responsibility to people who knew what they were doing.

I was paying £ 1000 per month exc shoes, wormers etc

In your shoes and with the benefit of hindsight I would deffo not put up with this, you should be a valued client and treated with courteously and kindness. If you are happy with what they are doing with your horse I would speak to them about the other issues and your trainer should at least know how you ride imo.
 
My friend is having her horse schooled at a well respected yard close to us. The horse is on full livery (excluding shoes), is being worked most days and my friend has lessons on the horse about 3 times a week. She is on week 3 now.
In the first week, she wanted to watch the horse being schooled, but when she turned up was told the trainer was running late and would phone her later when she could make it. She didn't turn up at all. My friend was furious, so basically tore a strip of them, saying she had saved hard to send her horse there and was angry that on the only day off she has per week, she waited around only for nothing to happen with her horse.
Since then, the yard and trainer have fallen over backwards to tell her exactly what is going on and when. My friend is more than happy now and her horse is looking fab!
Oh, and she pays £110 per week!
 
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