Petsmart 2002 Annual Report Download - page 9

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We’ve developed a thorough
and comprehensive curriculum on
PETsMART, its products and its
services that each associate and
manager completes immediately
after starting with the company.
Our managers also are well
trained to properly run the store
operations, understand the business,
communicate the objectives and
coach their associates.
Speaking to our customers
Our direct marketing functions,
which we integrated into the business
in 2002, play an important role in
speaking to our customers. Our
Web site and catalogs support the
stores and enhance the PETsMART
shopping experience. With more
than 250,000 customers a month
looking on the Web site for store
locations, PETsMART.com®is a
proven traffic driver.
Through direct marketing, we’re
working to gather more and better
information about our customers,
how they shop, and their changing
needs throughout the various
stages of a pet’s life. We’ll use this
information to make decisions about
our business and what we offer.
And ultimately, we’ll communicate
directly with the customer, providing
information and solutions specifically
tailored to their pet’s needs.
Building a better world for pets
Through PETsMART Charities®
Adoption Centers located in every
store, 270,000 once-homeless pets
found families in 2002 and we’ve
saved a total of 1.4million lives to
date. Our associates, our customers
and our company donated more
than $5million to the cause in
2002, totaling $24 million donated
to PETsMART Charities®for
distribution to animal welfare groups
over the last nine years. From the
celebration of each adoption, to
the nearly $1million donated
by PETsMART associates through
payroll deductions, PETsMART
Charities®is moving closer to its
vision of a life-long loving home
for every pet.
”We’re working to gather more and better information
about our customers, how they shop, and their changing
needs. We’ll use this information to make decisions about
our business and what we offer.”