I've followed Waggintails for 5 years now. John Gigliotti, the founder, is really passionate about quality foods (read healthy and safe) for pets and has an exceptional online business that satisfies that niche admirably.
So, I was moved to action when I received the email below:
I lost a good customer the other day.
I was out of what the product needed, and she was able to find someone else that had it. “I can’t keep my dogs waiting,” she emailed me.
She had been with me for three years. It hurts.
It hurts because I’ve built my whole business on always going the extra mile for my customers and trying hard to earn your loyalty. And right now, with the economy slumping and with so many of our suppliers hurting, too, it just isn’t possible to always deliver the ship times you’ve come to expect. I know that puts everyone in a difficult situation. You can’t feed your dogs and cats apologies.
I could explain it all, but I’m sure you don’t want to hear it. You may even be hurting, too. In fact, if you’re feeling the slowdown in your own life or business, you definitely have my empathy.
I just hope we can get through this together. I can’t afford to lose another good customer at times like these.
I wish I could promise things will be better next week or next month, but I don’t want to make a promise I can’t keep. All I can say is, I will continue to do everything I my power to serve you, just as I always have.
My values haven’t changed, and I know yours haven’t either. I still sell only products that are good and healthy for pets. And nothing matters more to my than your pets’ health, and your satisfaction.
There is one thing you can do to help. If you can place your orders with some extra lead time during these difficult times, it would be very much appreciated. I don’t want your pets to go hungry or have to switch brands. And I definitely don’t want to lose another good customer.
With sincere thanks for your business — and your patience,
So if you care about quality pet foods and small business in the US, please visit the Waggintails website.
Better yet, visit the Embrace Pet Community website first and get 10% off non-sale items by clicking through the Featured Partner field top right. We get nothing for your click except the satisfaction that a good business is being supported by people who care.
What do you think of John's email above?