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True Tales

True Tales: From Client to Suing to Client Again




MY BUSINESS PARTNER, Natalie, and I were away from the shop for the weekend when we received an urgent phone call. One of my loyal customers had tripped and fallen through our glass door and had broken her clavicle. She admitted it was her fault. Was rushing back in to show my receptionist some photos, tripped over the step up (which has a “Watch Your Step” notice on it) and flew through the door. Well, her husband comes in a few weeks later to tell us that “it’s nothing personal” (when is it ever?), but she will be out of work 16 weeks, so they are suing us. The insurance company comes out and finds us not at fault. However, it turns out that the insurance company would rather settle than fight. So, the aftermath is that these clients come back and rebook their dog! They still have us groom their dog! People ask how I can handle that. I tell them I need to get my money back somehow! — Melissa Ripple, Paws & Effects, Eustis, FL



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At P.L.A.Y. — Pet Lifestyle & You — toy design is definitely a team effort! Watch PETS+ interviewer Chloe DiVita and P.L.A.Y.’s Director of Sales Lisa Hisamune as they talk about the toy design process, the fine-tuning that makes each toy so special and why every P.L.A.Y. collection is made with independent retailers top of mind.

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