12 questions. 2 minutes. See — in dollars — how many of your regulars are quietly slipping away to Chewy every month. The number your POS will never show you.
0 / 12 answered
Can you name your top 20 customers by first name, pet name, AND approximate monthly spend — without opening your POS?
Do you know which regulars haven't walked in during the last 45 days?
Can you tell — in under 60 seconds — which customers haven't reordered their usual food or flea/tick product on schedule?
When a loyal customer stops coming in for 60+ days, do you or your staff notice BEFORE the next quarter ends?
Do you know, with a number, how many once-a-month regulars you had 12 months ago vs. today?
Can you tell the difference between a customer who churned (left for good) and one who's just overdue (forgot/busy/got distracted by Chewy)?
Do you have a system that flags a customer THE MOMENT their reorder window closes — not 3 months later?
When a customer buys a puppy starter pack or senior-dog food, do you know when they SHOULD be coming back — and have a plan if they don't?
Do you send a personal message (text, email, card, or call) to a lapsed regular within 30 days of them going quiet — BY NAME, not a blast?
When you run a promotion, do you EXCLUDE people who bought that exact product in the last 7 days?
Do you have a written, dollar-based number for what one lost regular actually costs you — a real figure ($800? $1,200? $2,400?)
Can you point to any specific customer in the last 90 days who almost stopped coming in — and you brought them back — and you know it wasn't an accident?
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