This document provides an agenda for a storewide meeting that will discuss improving customer satisfaction metrics, executing the store's vision through its service departments, and measuring success going forward. It begins with recapping current year customer satisfaction scores compared to the previous year's results, then outlines the store's service vision and unleashed behaviors expected of employees. The meeting will focus on accurately serving customers with attention to detail and accountability, and will measure success through daily customer feedback, department reviews, and rewards for exemplary service.

1. An Incredible Journey
Store Wide Meeting
Sunday Oct 18th

2. Our Journey Tonight
• Where are we?
• Where are we going?
• WISE Execution
• 4th
Quarter…
Christmas is Here!
• Break Out Work
• Final Thoughts

3. Where have we been?
• 2008 Overall Satisfaction 63% #1 in
District.
• 2009 YTD Overall Satisfaction 59% tied
for 3rd
– Availability for Assistance 47% (53%)
– Items wanted in Stock 55% (60%)
– Check out Speed 54% (66%)
– Greeted 83% (not rated last year)
– Thanked 85% (86%)

4. Services Customer Satisfaction
• Overall Satisfaction 72% (68%)
• Return 77% (73%)
• Recommend 69% (64%)
• Greeted (Y/N) 85% (92%)
• Thanked (Y/N) 84% (89%)
• Pet’s Appearance 65% (71%)
– Beginning to measure: assessed pet, & asked
to schedule next appointment

5. First Steps on the Journey
• Our Service Vision
– Why Training, Salon
and Adoptions are
important
– Building our Smart
with Heart Customers
– Expectations for our
store

6. Our Journey Begins
• Approach Versus
Engage
• 5 Unleashed
Behaviours
• Accuracy in our work
• Have Fun!!!!!!!!!!

7. WISE Execution
• Spinning our wheels
– Code 13’s Code 14’s
• What needs to
change?
– Accuracy in work
– Attention to Detail
– Accountability

8. How will we measure Success?
• Voice of Our
Customer (morning
huddle)
• DOG Review (posted
on bulletin board)
• “Pop” Cards (reward
unleashed service)
• Smart with Heart
(salon, training and
adoptions)