Line Time

A Surefire Way to Frame Bad News in a New Light

The end result is a much more positive feeling.

Published

5 years ago

August 28, 2019

PETS+ Staff PETS+ September 2019 Issue

You’re in luck! I just happen to have a spot open on Friday.”

say this, instead of telling a client who calls and asks for an immediate grooming appointment for her beloved Poodle: “Sorry, you can’t come in until Friday. We’re booked solid until then.”

why? It’s the same message — delivered in a much different language. And the end result is a much more positive feeling.

Source: Jeffrey Gitomer, author of Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

NASC Media Spotlight

At first it was just an idea: Animal supplements needed the same quality control that human-grade supplements receive. But that was enough to start a movement and an organization —the National Animal Supplement Council — that would be dedicated to establishing a comprehensive path forward for the animal supplements industry. In this Media Spotlight interview, NASC’s president, Bill Bookout, talks to PETS+ interviewer Chloe DiVita about the industry today: Where it’s headed, what’s the latest focus and why it’s vital to gain the involvement of independent pet product retailers.