2018 Annual Customer Letter

February 01, 2018 0 Comments

2018 Annual Customer Letter

One of the best things about being an independent company is that we don’t report to shareholders or investors. So we decided to write a letter to our most important stakeholders: you, our customers, to share with you some of the things we did right, what we could to better in 2017, last year and what we’re working on this year.

Looking back on 2017

More retailers now carry Treats Happen

The number one request we hear from our customers is,“We wish you were in more stores!” So we were delighted to team up with Natural Pet distribution to get Treats Happen on more retail stores’ shelves. We were even featured in the Global Pet Foods holiday catalogue.

We proved a little too popular

This was a tough one. Because of a period of unexpected, increased demand, we ran out of stock on two of our best selling treats: beef lung and beef liver. Although we pride ourselves on producing exceptional treats in small batches, as we grow, we’re going to work closely with our suppliers to ensure we have enough stock to keep up with demand.  If you want to make sure you don’t run out of Treats Happen, we recommend stocking up on a five or ten pack.  

The custom pillows blew up!

We started the custom-printed pillows as a small way to say thank you to some of our customers. The pillows were supposed to be available for a limited time, but then they were picked up by Buzzfeed and demand went through the roof!

We donated a portion of our profits to various causes.

In 2017 we donated over $1,000 to various rescue groups and worthwhile causes and we gave away more than that in product. Our goal is to double our giving in 2018.

What we're going to do in 2018

Consolidate our U.S. and Canadian sites.

Two years ago we set up Canadian and American versions of our website. What we didn’t anticipate was how much work it would be. Having a local site made twice the work for us. Twice the apps to install, twice the ads to run, twice the discount codes if we ran a quick promo. With most of our U.S. sales coming from Amazon we’re going to consolidate our websites into one. For our American customers, this means that all of our prices will be in Canadian dollars. This will allow us to spend our time on other initiatives.

Increase our prices - sort of

We decided in early 2017 not to do any more promo codes because we feel they devalue our brand. We always give bonus treats or discounts to our customers who buy more or commit to a subscription. When someone orders only a single bag of treats, we actually lose a small amount of money after all our costs are calculated so we’re going to raise the costs of our bags of treats. Customers who buy our packs price collections, likely won’t notice a difference. We’re also working to get our products into more stores to make it easier to buy an individual bag of Treats Happen.

Focus on our best customers

We’ve always prided ourselves on being a customer-centric company. Because our most loyal customers spend the most with us by a large margin, we want to make sure their experience with us remains first class. We also want to provide a great experience for our new customers to increase their loyalty.

We’d love you to tell us in the comments how we can improve your Treats Happen experience, whether you are a new or returning customer.

Continue to be better

We always say our goal isn’t to be original, or unique. It's to be better. We started Treats Happen because we found a hard time finding treats for our three boxers that didn’t break the bank. We want to keep finding ways to be better.

Let us know what you'd like to see from us in the comments.