This morning, my husband and I were having coffee and a late breakfast when we heard a siren. We listened and were surprised to find it stop across from our house. When we looked out the window, we could see the fire-department pickup truck zooming up our neighbor’s driveway.

We hustled across the street, praying that the wooden barn wasn’t on fire, with its full load of hay in the loft. Moments later, an ambulance arrived.

When we got to the barn, we saw an older gentleman lying on the floor being attended by paramedics from the fire department. Pam, the trainer and barn owner, said that the man had been bridling his horse when something scared her. She knocked him over, pulled free, and sort-of stepped on him as she exited the barn. They had been preparing to go on a trail ride lesson.

The paramedics were suggesting to him that going to the hospital was a good idea. He wasn’t having any part of it. He said he was okay, and a trip to the hospital would cost money.

Pam — who is also a nurse — went to talk with him. She explained that he had cut his head and probably needed stitches. And given his other health problems, he should get checked out. He wasn’t buying it. Finally, she told him in no uncertain terms that he was headed to the hospital. He gave in.

As the ambulance drove off, Pam’s husband commented that she was pretty adamant with her advice. Pam just smiled and said, “We have history. I can talk with him like he’s my brother.”

As it turned out, he only needed stitches, but I still give Pam credit for encouraging him to go. Not every accident requires a trip to the emergency room, but of course, head injuries should be taken seriously.

The point I want to make isn’t about going to the hospital or not. It’s that Pam had a good enough relationship with her client to be able to talk turkey with him when required. Some might think that trainers should maintain a “professional” distance. But while they don’t have to be bosom buddies, it’s important to develop a relationship of trust. That comes from truly caring about the client. It’s not something you can fake.

We know it’s not always about the horse or training. Most often, it’s about the people and the relationships we build with them. So kudos to Pam and the trainers like her who have taken the effort to “have history” with their clients.