Best Practices: Boarding Facility Part 2

I am continuing on with my best practices for a boarding facility.

Here are things I would like to hear your comments on as an owner:

  • Do you agree with this list?
  • Do you currently have practices in place like these?
  • Do you need to update your practices?
  • Do you find this list helpful?

As a boarder I would like you to answer these questions:

  • When you visited the boarding facility the first time, were you given a business card, brochure, or welcome package?
  • Did you have an orientation?
  • Were you introduced to the employees and other people on the facility’s team?
  • Did you ever reffer someone to your boarding facility? Did you get a “Thank You” reward for the referral?

Website Contact Form

  1. Contact the client within a few hours of them submitting their information online.
  2. Follow the same steps as Contact by Phone.


One of our best ways to acquire a new client is through the referral of a current or previous client. If the referral is from a current client then we should reward that client for the referral. (Ex. A free bale of shavings or a free stall cleaning)

  1. Set up an appointment for a meet and greet.
  2. Follow the same steps as Contact by Phone.

After the New Horse Arrives – Orientation

Schedule an orientation and ask the other team members to be there so they can be introduced to the new boarder and offer their services.

During the orientation the boarder will learn the following:

  • Feeding times
  • Where the manure is put when they clean their pen
  • Pen and water bucket cleaning schedule
  • Use of riding areas
  • Payment box
  • Suggestion box
  • Cleaning up after you and your horse


If perspective client chooses not to board with you, send them a thank-you note.

If the perspective client becomes a boarder, send a thank-you note for choosing your facility, within two days of their horse being brought into the property.

Boarder Leaves

If a client leaves, send out a thank you note and wish them well.


Have pre-printed invoices ready to go. You can have generic ones ready that are for 1, 2, or 3 weeks if the new boarder is coming in after the first of the month. Only keep a few on hand at a time.

Click here to download: Boarding Checklist





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