{"id":505,"date":"2025-03-28T09:52:20","date_gmt":"2025-03-28T08:52:20","guid":{"rendered":"https:\/\/hippharmony.fr\/?p=505"},"modified":"2025-03-28T09:53:12","modified_gmt":"2025-03-28T08:53:12","slug":"cas-concrets-que-se-passe-t-il-en-cas-de-litige-avec-un-client","status":"publish","type":"post","link":"https:\/\/hippharmony.fr\/index.php\/2025\/03\/28\/cas-concrets-que-se-passe-t-il-en-cas-de-litige-avec-un-client\/","title":{"rendered":"Cas concrets : que se passe-t-il en cas de litige avec un client ?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"505\" class=\"elementor elementor-505\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2dc7a8f e-flex e-con-boxed e-con e-parent\" data-id=\"2dc7a8f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-be20dcb e-con-full e-flex e-con e-child\" data-id=\"be20dcb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b355eb5 elementor-widget elementor-widget-text-editor\" data-id=\"b355eb5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pm-slice=\"1 1 []\">Dans le domaine du comportementalisme \u00e9quin, la relation avec les clients repose sur la confiance et la transparence. Toutefois, malgr\u00e9 toutes les pr\u00e9cautions prises, un litige peut survenir. Quelles sont alors les \u00e9tapes \u00e0 suivre ? Comment se prot\u00e9ger en amont ? D\u00e9cryptons ensemble les bonnes pratiques pour g\u00e9rer sereinement une situation conflictuelle.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-44297d5 e-flex e-con-boxed e-con e-parent\" data-id=\"44297d5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-be7ee60 e-con-full e-flex e-con e-child\" data-id=\"be7ee60\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eba0a97 elementor-widget elementor-widget-image\" data-id=\"eba0a97\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/hippharmony.fr\/wp-content\/uploads\/2025\/03\/pexels-sora-shimazaki-5668481-1024x683.jpg\" class=\"attachment-large size-large wp-image-507\" alt=\"litiges : cas pratiques\" srcset=\"https:\/\/hippharmony.fr\/wp-content\/uploads\/2025\/03\/pexels-sora-shimazaki-5668481-1024x683.jpg 1024w, https:\/\/hippharmony.fr\/wp-content\/uploads\/2025\/03\/pexels-sora-shimazaki-5668481-300x200.jpg 300w, https:\/\/hippharmony.fr\/wp-content\/uploads\/2025\/03\/pexels-sora-shimazaki-5668481-768x512.jpg 768w, https:\/\/hippharmony.fr\/wp-content\/uploads\/2025\/03\/pexels-sora-shimazaki-5668481-1536x1024.jpg 1536w, https:\/\/hippharmony.fr\/wp-content\/uploads\/2025\/03\/pexels-sora-shimazaki-5668481-2048x1365.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0b67050 e-con-full e-flex e-con e-child\" data-id=\"0b67050\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-1514ae5 e-con-full e-flex e-con e-child\" data-id=\"1514ae5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-ec0e39e e-con-full e-flex e-con e-child\" data-id=\"ec0e39e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-53e0ef5 e-con-full e-flex e-con e-child\" data-id=\"53e0ef5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5cad59c elementor-widget elementor-widget-heading\" data-id=\"5cad59c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Les causes possibles de litiges\n\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-361f467 elementor-widget elementor-widget-text-editor\" data-id=\"361f467\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pm-slice=\"1 3 []\">Les conflits entre un comportementaliste \u00e9quin et son client peuvent avoir diff\u00e9rentes origines :<\/p><ul data-spread=\"false\"><li><p><strong>R\u00e9sultats non conformes aux attentes<\/strong> : un propri\u00e9taire insatisfait des progr\u00e8s de son cheval.<\/p><\/li><li><p><strong>Probl\u00e8mes de communication<\/strong> : malentendus sur les m\u00e9thodes employ\u00e9es ou le suivi propos\u00e9.<\/p><\/li><li><p><strong>Conditions financi\u00e8res<\/strong> : contestation d\u2019une facture ou d\u2019un tarif.<\/p><\/li><li><p><strong>Accidents ou dommages<\/strong> : blessure du cheval ou du propri\u00e9taire durant une s\u00e9ance.<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1e8c5f0 e-flex e-con-boxed e-con e-parent\" data-id=\"1e8c5f0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1e295db e-con-full e-flex e-con e-child\" data-id=\"1e295db\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-7bc6b57 e-con-full e-flex e-con e-child\" data-id=\"7bc6b57\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-5c4f6e7 e-con-full e-flex e-con e-child\" data-id=\"5c4f6e7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-58676af e-con-full e-flex e-con e-child\" data-id=\"58676af\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-03b05e0 elementor-widget elementor-widget-heading\" data-id=\"03b05e0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. L\u2019importance des pr\u00e9cautions en amont<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1000ae9 elementor-widget elementor-widget-text-editor\" data-id=\"1000ae9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pm-slice=\"1 3 []\">Pour \u00e9viter les litiges, il est essentiel de mettre en place des mesures pr\u00e9ventives :<\/p><ul data-spread=\"false\"><li><p><strong>\u00c9tablir un contrat \u00e9crit<\/strong> : il doit d\u00e9tailler les services propos\u00e9s, les obligations de chaque partie et les tarifs.<\/p><\/li><li><p><strong>Utiliser des CGV (Conditions G\u00e9n\u00e9rales de Vente)<\/strong> : elles pr\u00e9cisent les modalit\u00e9s de r\u00e8glement, d\u2019annulation et de responsabilit\u00e9.<\/p><\/li><li><p><strong>Communiquer clairement<\/strong> : expliquer chaque \u00e9tape du travail et ajuster les attentes du client.<\/p><\/li><li><p><strong>Souscrire une assurance RC Pro<\/strong> : indispensable pour couvrir d\u2019\u00e9ventuels dommages.<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-89d51dc e-flex e-con-boxed e-con e-parent\" data-id=\"89d51dc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-c59c729 e-con-full e-flex e-con e-child\" data-id=\"c59c729\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-215adfc e-con-full e-flex e-con e-child\" data-id=\"215adfc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-ce4bee5 e-con-full e-flex e-con e-child\" data-id=\"ce4bee5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-323d37b e-con-full e-flex e-con e-child\" data-id=\"323d37b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-03a3f7f elementor-widget elementor-widget-heading\" data-id=\"03a3f7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Comment r\u00e9agir face \u00e0 un litige ?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9a7fa55 elementor-widget elementor-widget-text-editor\" data-id=\"9a7fa55\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pm-slice=\"1 1 []\">Si un diff\u00e9rend survient, voici les \u00e9tapes \u00e0 suivre :<\/p><h3>A) Tenter une r\u00e9solution \u00e0 l\u2019amiable\u00a0<\/h3><p>La premi\u00e8re d\u00e9marche consiste \u00e0 discuter avec le client pour comprendre son m\u00e9contentement et trouver une solution. Une m\u00e9diation peut \u00eatre envisag\u00e9e si n\u00e9cessaire.<\/p><h3>B) Faire appel \u00e0 un m\u00e9diateur\u00a0<\/h3><p>Depuis 2016, les professionnels ont l&rsquo;obligation de proposer une m\u00e9diation en cas de litige avec un particulier. Un m\u00e9diateur peut \u00eatre contact\u00e9 pour faciliter la discussion et \u00e9viter une proc\u00e9dure judiciaire.<\/p><h3>C) Recourir \u00e0 une mise en demeure\u00a0<\/h3><p>Si le d\u00e9saccord persiste, une mise en demeure peut \u00eatre envoy\u00e9e par courrier recommand\u00e9 avec accus\u00e9 de r\u00e9ception. Ce document officiel demande \u00e0 l&rsquo;autre partie de respecter ses engagements sous peine de poursuites.<\/p><h3>D) Engager une action en justice\u00a0<\/h3><p>En dernier recours, si aucun accord n&rsquo;est trouv\u00e9, une proc\u00e9dure judiciaire peut \u00eatre entam\u00e9e. Selon le montant du litige, l&rsquo;affaire peut \u00eatre port\u00e9e devant le tribunal de proximit\u00e9, le tribunal judiciaire ou un tribunal de commerce.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f157348 e-flex e-con-boxed e-con e-parent\" data-id=\"f157348\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-de78027 e-con-full e-flex e-con e-child\" data-id=\"de78027\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-f040347 e-con-full e-flex e-con e-child\" data-id=\"f040347\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-17c3f87 e-con-full e-flex e-con e-child\" data-id=\"17c3f87\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ae4cfa9 elementor-widget elementor-widget-heading\" data-id=\"ae4cfa9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. Cas pratiques<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9e015e4 elementor-widget elementor-widget-text-editor\" data-id=\"9e015e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3 data-pm-slice=\"1 1 []\">\u00a0Cas n\u00b01 : Un propri\u00e9taire insatisfait des r\u00e9sultats<\/h3><p><strong>Probl\u00e8me<\/strong> : Apr\u00e8s plusieurs s\u00e9ances, le client estime que le comportement de son cheval ne s\u2019est pas am\u00e9lior\u00e9.<\/p><p><strong>Solution<\/strong> : Lui rappeler que les progr\u00e8s d\u00e9pendent de nombreux facteurs et qu\u2019aucune garantie de r\u00e9sultat ne peut \u00eatre donn\u00e9e. Une discussion transparente permet souvent de d\u00e9samorcer la situation.<\/p><h3>\u00a0Cas n\u00b02 : Un client refuse de payer une s\u00e9ance annul\u00e9e tardivement<\/h3><p><strong>Probl\u00e8me<\/strong> : Le comportementaliste a bloqu\u00e9 un cr\u00e9neau, mais le client annule au dernier moment et refuse de payer.<\/p><p><strong>Solution<\/strong> : Si les conditions g\u00e9n\u00e9rales de vente pr\u00e9cisent les conditions d\u2019annulation, rappeler cette clause au client. En cas de refus persistant, une mise en demeure peut \u00eatre envoy\u00e9e.<\/p><h3>\u00a0Cas n\u00b03 : Un cheval se blesse pendant une s\u00e9ance<\/h3><p><strong>Probl\u00e8me<\/strong> : Lors d\u2019un exercice, le cheval se blesse et le propri\u00e9taire en tient le professionnel responsable.<\/p><p><strong>Solution<\/strong> : Si une assurance RC Pro a \u00e9t\u00e9 souscrite, elle pourra intervenir selon les circonstances. Un rapport d\u00e9taill\u00e9 de l\u2019incident et des explications claires permettent souvent d\u2019\u00e9viter l\u2019escalade du conflit.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8ab1257 e-flex e-con-boxed e-con e-parent\" data-id=\"8ab1257\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d41bc08 e-con-full e-flex e-con e-child\" data-id=\"d41bc08\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-5c4a7f2 e-con-full e-flex e-con e-child\" data-id=\"5c4a7f2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-69a625c e-con-full e-flex e-con e-child\" data-id=\"69a625c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-603a9ca elementor-widget elementor-widget-heading\" data-id=\"603a9ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">En conclusion<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a495c35 elementor-widget elementor-widget-text-editor\" data-id=\"a495c35\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pm-slice=\"1 1 []\">Bien que les litiges restent rares, il est essentiel d\u2019anticiper ces situations et de conna\u00eetre ses droits et obligations. Une bonne communication, des documents contractuels solides et une assurance adapt\u00e9e sont les cl\u00e9s pour exercer en toute s\u00e9r\u00e9nit\u00e9.<\/p><p>Vous souhaitez s\u00e9curiser votre activit\u00e9 et \u00eatre bien prot\u00e9g\u00e9 en cas de litige ? D\u00e9couvrez notre offre d\u2019assurance professionnelle Hipp\u2019Harmony et assurez votre tranquillit\u00e9 d\u2019esprit d\u00e8s aujourd\u2019hui !\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f61c446 e-con-full e-flex e-con e-child\" data-id=\"f61c446\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-747b304 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"747b304\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/calendly.com\/rcp-comportementaliste-equin\/rc-pro-comportementaliste?month=2024-08\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">M'assurer en tant que comportementaliste \u00e9quin<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a6eb076 elementor-widget elementor-widget-text-editor\" data-id=\"a6eb076\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"font-weight: 400;\">Envie d\u2019en savoir plus sur notre contrat ? Contactez-nous ou demandez votre devis personnalis\u00e9 directement sur notre site. Ensemble, construisons une \u00e9quitation harmonieuse et s\u00e9curis\u00e9e.<\/p><p style=\"font-weight: 400;\">Visitez <a href=\"https:\/\/hippharmony.fr\/index.php\/blog-hipp-harmony\/\">notre blog<\/a> pour d\u00e9couvrir d&rsquo;autres articles !<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Dans le domaine du comportementalisme \u00e9quin, la relation avec les clients repose sur la confiance et la transparence. Toutefois, malgr\u00e9 toutes les pr\u00e9cautions prises, un litige peut survenir. Quelles sont alors les \u00e9tapes \u00e0 suivre ? Comment se prot\u00e9ger en amont ? D\u00e9cryptons ensemble les bonnes pratiques pour g\u00e9rer sereinement une situation conflictuelle. 1. 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Toutefois, malgr\u00e9 toutes les pr\u00e9cautions prises, un litige peut survenir. Quelles sont alors les \u00e9tapes \u00e0 suivre ? Comment se prot\u00e9ger en amont ? D\u00e9cryptons ensemble les bonnes pratiques pour g\u00e9rer sereinement une situation conflictuelle. 1. 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