A Meowy Great Customer Service Story
Meet Chompers, my new (adopted) furbaby.
He’s 7 years old and has no teeth due to mistreatment from his former owner who relinquished him to a rescue. He’s goofy, energetic and loves a good snuggle. I’m a happy furbaby mama!
It was time to stock up on wet food for Chompers so I took off to my local Petsmart. With the intention of sticking to the brand the rescue was feeding him, I went to the aisle where I could find that food.
And down that aisle I went, greeted by a store associate named Emma who had the biggest, most genuine smile.
She was stocking cans of food on a the shelf near where I stood. She started to ask me about my day and if I had any questions. I told her I’m looking for food for my adopted toothless cat. She pointed to the brand I was going to buy and said that was good brand but they just released a new brand into the market that she really likes because it has less preservatives and more healthy fats. She then went on to say she used to manage an animal rescue. She shared with me some insight on what cats like to eat and some of the important nutritional values in their food. She also told me about the PetSmart return policy, which I was not aware of prior to her telling me. So long as you have the receipt, you can return any open container of food up to 50% used for a full refund.
Emma was friendly and caring with her information. I decided to try the new brand and went on my way.
One thing I love to do is recognize great customer service when I’m out and about. So of course, I went on the PetSmart website and wrote an email to their corporate offices about my interaction with Emma.
In some cases, companies never respond to positive feedback and I am led to believe that my words of praise are hanging somewhere in outer space.
But, I always like to take a gamble.
This time, I was impressed!
Within 24 hours, I had a reply from PetSmart about my experience. Check it out below:
I love a company that takes time to listen to the customer and recognize their great employees.
Thanks for letting me share this story with you!