Petsmart 2002 Annual Report Download - page 8

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Please find page 8 of the 2002 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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“We’re aligning everything we do—from how we recruit,
hire and educate our people to how we manage our
operations and finances—with our goal of delighting
customers every time they visit.”
Building the
bond.
Listening to our customers
PETsMART is building a company
unsurpassed in providing the
highest quality service and shopping
experience. We’re aligning
everything we do—from how we
recruit, hire and educate our
people to how we manage our
operations and finances—with
our goal of delighting customers
every time they visit.
Our associates, who we call Pet
Detectives, talk to customers about
their pets, their needs and their
questions. Using their strong product
knowledge, and by sharing pet
stories or similar experiences, our
associates build relationships, and
can transform one-time visitors into
loyal, life-long PETsMART customers.
Educating our associates People
come to work for PETsMART
because of their passion for pets.
Through education and training,
we turn that passion into expertise.
We use role-playing to give associates
hands-on experience in approaching
customers, developing a rapport,
understanding issues and providing
solutions. We also teach our people
to be knowledgeable about pet
care and products, so no customer
is left with unanswered questions.
6
PETsMART knows how
customers feel about their
pets. Understanding that
relationship, nurturing
it, and helping it grow is
the backbone of our
business, and an important
competitive strength.