Transitioning Boarders from Self to Full Care

[Cincinnati]

If you are a boarder or a barn manager, your input is appreciated on this hypothetical scenario:

Current facility has been self care for over 5 years. Incoming management wants to eventually convert to full care.


Suggestions on how to diplomatically inform boarders of this future change and procedures to fully intitiate the change.

Thanks.:)

[RedTahoe]

I am assuming that there would be a price increase as well?

I was a former boarder several years ago. I think if my new barn management said, "hey we're eventually going to switch to full care," one thing I would have had an issue with at that time would be feed. My horses were on a particular feed (Spillers) that was about an hour away from where I lived/boarded.

When does the new management plan on making the change? Are they going to offer an option, at all, to continue with self care? Why are they trying to change to full care?

I know there are some places here that have changed to full care only to make sure horses in their barn were fed, stalls were cleaned, etc.

[bayou_bengal]

I once I had to board my horse for about a year at a boarding barn, so I'm no expert. The cost of stall rent self care was $75 a month, and included two wheelbarrows of shavings -- more cost more. This self care price meant that the horse owner did all feeding and watering and provided their own hay and feed, handled all turn outs, and daily cleaned his/ her own stall(s).
The cost of full care with horse owner doing absolutely nothing but tacking up, riding, washing and putting up his/ her own horse was $300 a month.

Looking at your post, I assume that along with the "full care" the new management wants to implement would come a much higher "full care" monthly board fee.

If this change will amount in a much higher cost for keeping a horse at this barn, I would suggest that the new management give the current boarders lots of warning and plenty of time to arrange to move their horses to another barn that offers lower rates and self care. This is only fair.

Many people cannot afford the higher rates charged by full care barns. I know I would not want to put some boarders in a bind that would cause them to have to sell their horse because they didn't have time to find a barn with self care rates, and could not afford the new higher full care rates. JMHO

[RedTahoe]

I would suggest that the new management give the current boarders lots of warning and plenty of time to arrange to move their horses to another barn that offers lower rates and self care. This is only fair.


I agree. :yes:

[Cincinnati]

Yes, the board cost would increase as it would include feed, hay, shavings, labor. This would be insure that every horse is on a "schedule" in regards to daily care, farrier service and veterinary care (vaccines, deworming, etc.)
This would not be an "overnight" venture, but one that would take several months to implement in order to give those boarders who don't wish to change a chance to make other arrangements.
They are trying to do this in a diplomatic way so to avoid hard feelings and inconvenience and are looking for input from other former self-care boarders and/or barn managers. :)

[BuddyRoo]

I think I would distribute a letter or have a meeting with all and just explain what the business plan is moving forward. Let them know what you plan to do and how much it's going to cost and give them at least 3 mos to get out before the changes affect them. If the barn is not currently full then I would start bringing in new boarders under the new rules effective immediately.

I would make it a point to tell the current boarders that you're letting them know because you want to give them ample information and time to make a decision about how they'd like to proceed.

The danger here is that if you have a full barn right now and no waiting list for full board as the barn has a reputation for being self care, you may find yourself with very few boarders initially....

If I were in a self care/co op barn and it was transitioning, here are the things I'd want to know:

-how much is board going to be?
-what is that going to include?
-will I have any say in the feed?
-what about meds if my horse is on meds? Or blanketing?
-what will I now NOT be able to do? Pick out my stall? Add shavings? Toss more hay? feed? (assuming no to all of those...)

Some people do self care to cut costs. Other of us do self care because we truly ENJOY doing the care and participating in the day to day management of our horses, the facilities, etc... but can't afford our own place. I've done self care, co op and full board. I have to tell you, I liked self-care and co op best because I always had confidence that things were being done the way I wanted when I wanted. For me to enjoy full board, I have to know that my horses are being well cared for. Maybe not exactly how I want, but well.

[ryansgirl]

I would start by giving them a heads-up well in advance - in other words - right now like others have mentioned.

Personally if that were happening to my barn, i'd be looking for a new place right away. A lot of people prefer self-care rough board since it is typically cheaper and you have complete control over your horse. Full care facility is NOT for a lot of people including myself.

Start by notifying them and see what their reaction is. :)

[Ponyclubrocks]

Id put together a comprehensive summary of the new care, what it would entail and how much it would cost then send that with a letter to all the current boarders and say the change was going to be implemented in 3 months. I would also require that they would need to declare their intentions to stay or go within 2 months. That should give everyone a reasonable amount of time to make a decision and find alternate care if they want to move....JMO.

[twofatponies]

Definitely have a meeting and distribute a written announcement outlining how things will be beginning on date X. Be clear that beginning on that date things such as feeding, vaccinating, etc. will be done only by BO, BM or whoever will be doing them, and farrier, etc. will be on X schedule (or whatever the rules will be).

I would think a lot of the self-care people won't want to be in a full-service barn, so giving them at least 4-6 weeks notice to find a new place would be kind. Those who want to stay may have some difficulty adjusting to not being able to do things themselves that they used to do, so bear that in mind. Be courteous but very clear about how things will operate under the new system, so there is no confusion about who is feeding, what is being fed, what things are optional and included, or any other care elements.

I've boarded at full-service barns (barely even knew what my horse ate, never even had to groom or clean tack, etc.) and at semi-self-service barns (horses are fed and blanketed, but that's it); The full service places were perfectly nice, very well run. I am at a semi-self-service place now largely because it is much cheaper; I also happen to like the trainer and other boarders very much, so that's worked out well. I've discovered I enjoy taking care of my horse, too! Though it's more complicated when I am away, to make arrangements for someone to help out with any medications or special needs they might have.

[Lucassb]

If you are a boarder or a barn manager, your input is appreciated on this hypothetical scenario:

Current facility has been self care for over 5 years. Incoming management wants to eventually convert to full care.


Suggestions on how to diplomatically inform boarders of this future change and procedures to fully intitiate the change.

Thanks.:)

I agree with the previous posters that you should give 60 days' notice if possible to the current self care boarders (possibly allowing them to stay on after that, but at the new and presumably higher rate.)

Be aware that those who stay on because they are not able to find other situations (rather than because they prefer full care) will be likely to poison the well for new customers - "Oh, this used to be a GREAT place before the new owners got greedy and insisted on full care so they could make more money..." etc.

I would share the new boarding contract and rate sheet with the current boarders along with the letter outlining the changes. I would also plan for less than 10% of them to stay - as most self care boarders will not want full service, either out of inclination or concerns about cost.

Personally the one time I handed out this news at a barn I managed, (many years ago) I added a clause that said that current boarders could apply for spots in the new program, rather than suggesting they were automatically welcome to stay. This accomplished two things: it satisfied the "notice" clause in the previous contract and it helped us manage the transition to ensure we only "kept" those who were really on board with the new model. We did work hard to assist those who left with finding other suitable situations; only one person (with multiple horses) was really difficult - but they sure made life interesting for us for a while.

One thing I would NOT get into would be to try to justify the decision to change. That just invites debate, when it sounds like the decision has already been made. So I would be clear that these boarders' business has been greatly appreciated over the years, but the decision to change the business model has been made, and they are welcome either to partake of the new offering, or find other arrangements elsewhere. If you have a list of potential alternative situations to offer, that may help somewhat, but I would be prepared for some grumbling. Good luck.

[chaltagor]

Suggestions on how to diplomatically inform boarders of this future change and procedures to fully intitiate the change.

You mean procedures to find new boarders. If this was my barn I'd be looking for a new barn. There's nothing wrong with either way, but I'm used to things done my way and there's no way someone's going to have the time to do it right with a barn full of horses. Self care means better feeding and care to me, as I'm the one doing it, not someone making $7 an hour for it.

[LittlePaint]

Our barn did this, they gave 3 mos warning, to let people find new barn if they didn't want to go to full care.
Tara

[greysandbays]

I wouldn't get to complicated with the info. Just a to-the-point-no-wishy-washy letter (with today's word processing programs, it's real easy to do a personalized form letter) something like:

Dear [insert boarder's name]

Thank you for your past patronage of our [insert barn/farm name]. It has been our pleasure to be of service to you and [insert horse's name].

As of [insert date, at least three months hence], our operation will be converting to full board and discontinuing the self-care care program.

Board rates for the full care program will be as follows:
[insert board rates]

Present customers may upgrade to full care as of [insert date, perhaps 1/15/whatever of next month] at an introductory rate of [insert introductory board rate].

For your convenience, a copy of our new boarding contract is enclosed.

Thank you again for your business. We look forward to continuing to be of service to you and [insert horse's name].

Sincerely,

[Barn Owner]

Then, in the contract, specify that the introductory board rate applies until the full conversion date. And put a little post-it note on the contract with the date by which you would like to have it signed and returned.

Don't quibble, don't beat around the bush, don't make exceptions, and don't make excuses or justify the change.

[Pirateer]

Don't quibble, don't beat around the bush, don't make exceptions, and don't make excuses or justify the change.

^-- This.

[BuddyRoo]

Thinking on it further...question: Do you WANT any of the current boarders to stay or are you trying to clean house? Because I do know that some self care situations quickly degrade into less than stellar care. I was thinking about it from my point of view until I realized that perhaps the whole point is to get them to leave....

[XenophonKnows]

By 'change of management' do you mean change of ownership of the facility? If the property/facility has been purchased by new owners, then the current boarders should know that there could potentially be changes. The boarders had a contract with the former owners and, really, the new owners would be under no obligation to continue to provide anything. If the new owners wish to keep some or all of these clients for their new business, then maximum communication is essential.

But I think the boarding clients need to be realistic and proactive themselves. Waiting around for others to set the process going could potentially leave them unhappy. If the property is under new ownership, they should get going ASAP to find out where they stand with the new owners.

[Chief2]

I think I would distribute a letter or have a meeting with all and just explain what the business plan is moving forward. Let them know what you plan to do and how much it's going to cost and give them at least 3 mos to get out before the changes affect them. If the barn is not currently full then I would start bringing in new boarders under the new rules effective immediately.

I would make it a point to tell the current boarders that you're letting them know because you want to give them ample information and time to make a decision about how they'd like to proceed.

The danger here is that if you have a full barn right now and no waiting list for full board as the barn has a reputation for being self care, you may find yourself with very few boarders initially....

If I were in a self care/co op barn and it was transitioning, here are the things I'd want to know:

-how much is board going to be?
-what is that going to include?
-will I have any say in the feed?
-what about meds if my horse is on meds? Or blanketing?
-what will I now NOT be able to do? Pick out my stall? Add shavings? Toss more hay? feed? (assuming no to all of those...)

Some people do self care to cut costs. Other of us do self care because we truly ENJOY doing the care and participating in the day to day management of our horses, the facilities, etc... but can't afford our own place. I've done self care, co op and full board. I have to tell you, I liked self-care and co op best because I always had confidence that things were being done the way I wanted when I wanted. For me to enjoy full board, I have to know that my horses are being well cared for. Maybe not exactly how I want, but well.

What she said.
I have to add though, you are picking one heck of a time to do this. Foreclosures are rising again, and I'm not hearing that the job situation is any better.

[Pookah]

You've already gotten great advice--plenty of notice is important. You could also give notice that in, say, 6 months, you will be converting to full-care at $x. In the meantime, people have the option of full or self care, each at the appropriate prices. Might help people sort of ease into the new rates.

[tangledweb]

I think the thing to keep in mind, is that it will probably not be a transition. Unless options are very limited in your area, nearly all the current boarders will probably leave and you will need to find new customers. Even if they can financially manage it, doubling or tripling board bills is psychologically tough for people to manage.

[myhorsefaith]

both of buddyroo's posts.

i was at a barn that offered both self and full care. they then decided to discontinue the selfcare program. Mainly because they couldnt keep track of shavings and hay useage. As in, there were accusations that the self-care boarders were taking more than their allotment of shavings, and also borrowing the full care's hay. In any case, the BM couldnt account for usage.

Plenty of notice (4months), list of what full care includes, etc. Some people left because they couldnt afford it. Some people left to cut off their nose to spite their face- ie- it ended up being more expensive at their new barn. Some people stayed and were grumpy sour grapes. Interestingly, the sour grapes who stayed were people who took less than stellar care of their horses.

People are going to do what is in their (and hopefully horse's) best interest.

[Char]

If you don't want to have a potential wave of boarders leave, then why not continue to offer the self-care board in a more "managed" way?

For instance, if right now the boarders have to provide EVERY aspect of the horses care, including showing up to feed everyday, why not raise the rates by a smaller amount (say, 25%), and just change the schedule? Still require them to provide thier own feed and hay, but say the barn would feed it for them? That way all of the horses would be on the same feeding schedules. If there is turnout, why not go ahead and turn the self-care horses out when the full-care are going out?

Also, where I used to board we had self-care. Boarders were expected to keep the horses stalls clean. The policy was that if the stall was not cleaned at LEAST weekly, the barn would do it for them, and charge them $20.00 per time that it had to be done. That cut WAY back on boarders who couldn't be bothered to keep thier stall maintenance up to snuff.

Just some thoughts.

[VCT]

If you don't want to have a potential wave of boarders leave, then why not continue to offer the self-care board in a more "managed" way?

For instance, if right now the boarders have to provide EVERY aspect of the horses care, including showing up to feed everyday, why not raise the rates by a smaller amount (say, 25%), and just change the schedule? Still require them to provide thier own feed and hay, but say the barn would feed it for them? That way all of the horses would be on the same feeding schedules. If there is turnout, why not go ahead and turn the self-care horses out when the full-care are going out?

Also, where I used to board we had self-care. Boarders were expected to keep the horses stalls clean. The policy was that if the stall was not cleaned at LEAST weekly, the barn would do it for them, and charge them $20.00 per time that it had to be done. That cut WAY back on boarders who couldn't be bothered to keep thier stall maintenance up to snuff.

Just some thoughts.

Thats disgusting.

And... I don't know who in their right mind would want to deal with the headache that offering all these options would entail.

[twofatponies]

What's guaranteed to give you a headache is "transitioning" by having some people on self and some (new) people on full care. I'd set a date and make it a full transition. There's nothing worse than having some people doing this, others doing that, and all sorts of exceptions to the rules.

I also like the idea that if you are hoping to get rid of any problem clients, now is a good time to do that, by having existing clients "apply" to be accepted to the new full-care system. And also a good time to not burn any bridges by helping self-care clients who want to leave find other places in the area to consider, if you have a useful network to offer a list of recommendations...

[Chief2]

Our barn went to allowing self care last year for some of the boarders and the owners are very happy with how this has worked out. The trick to it is to prevent the boarders from using the barn grain, hay and bedding.

Boarders are rented a dry stall. They are responsible for providing all feed and hay, must clean the stalls daily using their own wheelbarrows or muck tubs, bed them with their own bedding and stall powder, sweep up behind themselves each day, take care of all of their own watering and buckets, bring in their horses at night and feed out their own evening hay and grain. The barn will grain the horses in the morning for the owners and turn them out for them while turning out the full care horses. Grain provided for the morning feed is kept in a wooden box on the front of each self care stall. If you want to have your horse hayed in the morning, they leave him in for you to do that. Otherwise, you can simply over-hay at night so there is plenty left over for the morning as well, which is what we do and it works out very well. This system keeps the boarders out of the barn's grain and the barn's hay, and they are not allowed to use the barn's shavings. It is a lot less work for the barn workers than what is needed for the full care boarders, as there is less grain, hay and bedding to pay for, there are no fancy supplements to keep track of, no different grains to store, less stalls to clean, less indoor haying and watering to pay the workers to do, and less horses to retrieve from the field each day, making it is easier for the BO to focus more on the lesson program, shows, camp, etc.

In the winter you save about $100 or so per month over full care, depending on your hay costs. In the summer, you save much more. All amenities are available to the self care boarders. All services are also available, but each comes at an additional cost. If you need full care for a day or more, it is priced per day and collected at the end of the month. Most of the boarders have moved over to this system and are very happy with it as well.

[Linny]

Chief, I would find that kind of situation annoying. If there are (say) 10 horses and five are on self care then there are 5 extra sets of everything from hay to grain to wheelbarrows and pitchforks around. Does a self care person have their own storage area for all this stuff?

I'd think that it would be bothersome to the horses as (self care) feeding could be going on all day but his food doesn't get there til X o'clock. I guess if it was a transition period, but over the long haul, yikes.

As for the OP. As a boarder, I'd want ample notice in case I didn't want to stay. (It would be nice if the current management would offer some suggestions as to some nice alternatives.) I'd hope to get a smooth transition if I opt to stay, with the new management speaking to me about my horse and what we do now. I'd hope that they'd listen to me about my horse and also (possibly) nicely offer suggestions for improvement.
I would expect that the new management would be respectful of my friends who opted out, not bad mouthing them as "back yarders" or cheapskates.

[Char]

I should add, that the self-care was in a separate barn from the full-care, and each self-care boarder had thier own supply storage area right next to thier stalls.

By the way, I don't feel that allowing one week in between cleanings for horses that are turned out 12 hours per day is disgusting. Some of us work and have families and many other responsibilities and do not have the time to clean stalls every single day. I strip once per week, and bed deep. It works for us and trust me, I've never yet had it turn septic on me.

[Woodland]

If you are a boarder or a barn manager, your input is appreciated on this hypothetical scenario:

Current facility has been self care for over 5 years. Incoming management wants to eventually convert to full care.


Suggestions on how to diplomatically inform boarders of this future change and procedures to fully intitiate the change.

Thanks.:)

I would send a letter out to each boarder telling them that the switch will take place on this date. Enclose a new boarding contract they will need to sign and return. Allow at least 60 days to the switch. Firm direct professional.

It's business!

Pussy footing around will cause doubt in your abilities to manage the change. You will have major upheaval. minimize it by maintaining professionalism! And by being direct. It shows leadership that can be trusted. And DO NOT try to please everyone it will lead to your failure. Do what you do best and stick to it!

[VCT]

I should add, that the self-care was in a separate barn from the full-care, and each self-care boarder had thier own supply storage area right next to thier stalls.

By the way, I don't feel that allowing one week in between cleanings for horses that are turned out 12 hours per day is disgusting. Some of us work and have families and many other responsibilities and do not have the time to clean stalls every single day. I strip once per week, and bed deep. It works for us and trust me, I've never yet had it turn septic on me.

To each their own I guess.

My horses are out 12 hours per day as well, if not more. I'd still never ever even think about letting it go a week, not even a couple days. The odor would be awful and I would not put my horses, or clients horses, in a box to stand in that stench for all the other hours in the day when they are not outside.

Whatever works for you, it's your horse and obviously allowed at your barn.

[Char]

To each their own I guess.

My horses are out 12 hours per day as well, if not more. I'd still never ever even think about letting it go a week, not even a couple days. The odor would be awful and I would not put my horses, or clients horses, in a box to stand in that stench for all the other hours in the day when they are not outside.

Whatever works for you, it's your horse and obviously allowed at your barn.

Well, it's my barn, so I guess. I've never had a stench problem, or fly problem for that matter. They go out directly after thier morning grain, and don't come in until dusk at "bed-time". I don't have staff, and I have a life. My horses are comfortable and happy, and that's my goal. :)

Eddited to add: If you don't bed deep enough, you WILL have a stench problem. Cleaning everyday allows you to use a much more sparse bed of shavings that just won't cut it for controlling urine spread and odor. I use the equivelent of about 3-4 wheelbarrows of shavings everytime I clean, plus all of the left-over clean, dry shavings. I also have excellent drainage in my stalls, and I always have to remove dry shavings from the tops of any wet spots to find them. The horses are not laying in thier own filth this way.

[Giddy-up]

I would send a letter out to each boarder telling them that the switch will take place on this date. Enclose a new boarding contract they will need to sign and return. Allow at least 60 days to the switch. Firm direct professional.

It's business!

Pussy footing around will cause doubt in your abilities to manage the change. You will have major upheaval. minimize it by maintaining professionalism! And by being direct. It shows leadership that can be trusted. And DO NOT try to please everyone it will lead to your failure. Do what you do best and stick to it!

Exactly. :yes: Just by bringing in new managment (are there new owners too?) the current boarders have to realize some kind of change is happening.

Will people be unhappy? Yes. There are changes & nobody likes those. But at least you can tell them what the new barn operations will be like & they have the option of staying or going.

[Kigercat]

I'm assuming from this that the boarders will no longer be able to use their own/current Vet and Farrier?
For me that is a total deal breaker.
I've worked hard building a good working relationship with my current vet (just got a new farrier). They know me, my horses etc. There are to many "professionals" out there that are over priced and do crappy jobs for me to change just because that's who the barn uses.
If it's to ensure that horses have certain immunizations make that part of the contract, with proof of being done. But I cringe at the thought of being forced to use X Vet and Y Farrier just because that's who the barn says I have to.

[Jo]

Similiar, sort of. We had a change in management a few years ago.

Handled poorly - the E-mail that was sent as a group saying we all had 45 days to find a new place for our horses. It left a really bad taste in the boarders' mouths the way it was handled. Facility was remaining - the BM wanted out.

The boarders got together and found new management who took over the facility lease.

Handled very well - an E-mail/letter announcing the new management AND a follow-up meeting. The meeting was fabu - it allowed everyone to express their concerns and hear the answers and be reassured without word-of-mouth, false gossip, etc. I'd highly recommend that route for any change such as the one in the OP.

ETA: We do also appreciate the ability to use our own vets and farriers. Our BM keeps track of all vet work, schedules the appointment, will hold our horse - we just have to tell her who we use!

[Chief2]

[quote=Linny;4106768]"Chief, I would find that kind of situation annoying. If there are (say) 10 horses and five are on self care then there are 5 extra sets of everything from hay to grain to wheelbarrows and pitchforks around. Does a self care person have their own storage area for all this stuff?

I'd think that it would be bothersome to the horses as (self care) feeding could be going on all day but his food doesn't get there til X o'clock. I guess if it was a transition period, but over the long haul, yikes."

We thought it would be a problem too, but really, it has worked out great. There are 60 horses in this barn. Twelve or thirteen horses are on self care. There is a separate area for wheelbarrow/tub storage not far from the stalls, and an area upstairs for hay/bedding/grain storage. The self care boarders have their own separate aisle of stalls in the barn, and are in the stalls out behind the barn as well. The horses are all grained at the same time in the morning, and the self care folks arrive to grain in the evening usually around 6-6:30pm when all horses are hayed anyways, so there's no one getting put out about grain hitting someone else's bucket, etc. There's a lot of activity going on in that aisle, as folks are grooming, tacking up for lessons and riding, and outside boarders also are around for grooming and riding as well. There's plenty to keep the horses occupied so they're not getting upset about grain being fed at slightly different times.

Really, when this was first floated I wasn't sure it would last the winter. It has really been run quite well, and we are all enjoying it, including the BO.

[Linny]

It sounds like it would be chaotic. I've never been at a place like that. If it works for you and your horse, that's good with me. I guess you also have to have trust in your fellow self care boarders.

[Whistlejacket]

Cincinnati -

At different times, I have done full care board and self care board. At the respective times, I had very specific reasons for doing one over the other. I suspect that the self care boarders currently at your facility also have very specific reasons for doing self care over full care. Because of this, when the facility changes to full care only, the current self care boarders may not choose to become full care boarders. As such, as the new management goes into this, it might be useful to keep in mind that maybe only a minority (if any) of the current self care boarders would be interested in becoming full care boarders - i.e. the new management may be starting out with a completely empty barn.

Also, in my experience, full care and self care are entirely different entities (apples and oranges). It's either one or the other. So I am not quite sure what you mean by "transition" in this situation. Do you perhaps mean setting up "partial full care" board situation - defined however the new management choose to define it?

In any case, it sounds like this decision to change to full care is simply a business decision and is not directed personally against any of the boarders. (Of course, that does not prevent people from taking things personally ;)). And the new management does not need to justify their decision - it is what is it. Of course, just because something is "simply business" does not mean that it cannot be enacted with respect and empathy - meaning giving the current self care boarders plenty of advanced notice and the option of becoming a full care boarder, if they so choose and it's okay with the new management.

Let us know how it goes!

WJ