Petsmart 2011 Annual Report Download - page 4

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Please find page 4 of the 2011 Petsmart annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

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What is “Happiness in Store”?
It’s being greeted by friendly associates who know your name and your pet’s name. Or seeing your dog light up when
he sees his favorite PetSmart trainer or groomer. It’s those special moments when you know our associates care about
your pet as much as you do.
PetSmart associates create these moments every day. Last year, we asked Pet Parents to describe how store
associates delivered a great customer experience for them. To our delight, we received over 7,000 stories of how
our associates have reached out and created personal, emotional connections with them and their pet.
Here are the three Grand Prize-winning entries:
Happiness
in Store
Harley’s Birthday
Harley was a wonderful dog with a terminal illness. He went to PetSmart
every day to see the vet and visit all the wonderful PetSmart employees.
They knew he was sick and made sure every day was a
fun day for Harley. The fact that Harley was getting
close to two years of age was a minor miracle and all
the folks at PetSmart agreed. One morning we walked
into the PetSmart as usual only all the employees had
gotten together and threw a surprise party for Harley’s
second birthday!! They bought him treats, gave him
dog ice cream, he got to open gifts, we took tons of photos. They even brought
out a kitten for him to play with. I swear it was the best day of his short happy
life! I will forever be grateful to PetSmart, and their kind and loving staff.
“ They knew he was sick and made sure
every day was a fun day for Harley.”
PetSmart customer Toni Monti,
with a photo of Harley