Need to raise client charges?

Having the conversation

Here are our top tips for handling those difficult conversations:

• Explain to your clients that you need to make sure that your business is viable, with horse welfare at the absolute heart of any decisions that are made.

• Talk to your clients about the challenges that face your business over the coming year and how that impacts both you, and them. Be clear on the impact of not making any changes, too.

• Be transparent about what things cost. Show the increase to your annual salary bill and the price of materials such as feed and bedding. Talk about any other costs that you feel comfortable doing so, and what it means to run your own yard - Anything that supports your need to increase your client fees.

• Engage in a two-way conversation with your clients. Perhaps invite them to an evening event where they can come and have their say. Ask them what is important to them and what is less so. It may be that certain services or duties can be removed without having much impact on the satisfaction of clients. You could also ask them for any suggestions they might have.

• Be clear in your final communications to clients. Thank them for their input and explain why certain decisions have been made. Where you have considered their suggestions and put them in place - highlight this so that they feel listened to. Ensure you give a consistent message to all your clients and be available for them to come to you if needed.