Operations

The products that PetLovers will sell include the following:

New pet gift baskets - Dogs

Party Goody Bags

Welcome Pet Baskets

Sympathy Gift Baskets

Birthday Hats

Customized Pet Frames

Matching PJs

production

PRODUCTION

These products will be created mostly in East Asia to lower costs to then sell in the North American market. The team has worked hard to develop good deals with a range of suppliers. The team will do its best to make sure that the production and supply chain is consistent and reliable. This is something that needs to be tracked and automated. A disruption in the supply chain would not be good, so the team will employ a service like Flexport to help with the supply chain, especially if the product is coming from overseas. The team aims to buy the product for an X amount, and sell the product for 3X the amount to make a profit and sustain the business. The team would like to ensure that the customers are happy paying for the product, and so will do everything to deliver products on time.

Quality

Quality control measures will be placed to ensure the best products and customer service. Products will be sampled by the founders and the founders will go to the warehouse to check on the products first. If the supplier is in the U.S. the founders will go to the supplier and talk with the owner to see how the product is made. If the product is made internationally (i.e. East Asia), the founders will go to the country and inspect the product. This is very important because if the team is going to buy products in bulk, the founders must do their due diligence to make sure the products are high quality and that the suppliers are trustworthy.

On the customer service side, the team will make sure that customer service is timely, consistent, and respectful. The team is aiming to achieve an average handle time of ~5-7 minutes and an average call time as <20 minutes for customers with complaints or problems. Ongoing quality is achieved by evaluating customer feedback, continually testing to capture the overall customer value, and pivot or persevere based on validated learning using the Build-Measure-Model. Customers are our number one obsession and we will do whatever it takes to satisfy customer needs.

Inventory/Suppliers

To get these products and sell them at scale, the PetLovers team has developed partnerships and deals with suppliers and merchants: Alibaba, Amazon, LeeMarPet, and Wholesalepet. Items will be bought in bulk and delivered to PetLover’s Arlington, VA office. Specifically, PetLover’s has negotiated deals with Alibaba to supply New pet gift baskets - Dogs and Party Goody Bags, Amazon to supply Welcome Pet Baskets, and Sympathy Gift Baskets, LeeMarPet is going to supply Birthday Hats and Customized Pet Frames and Wholesalepet is going to supply Matching PJs. Items will be bought in bulk and inventory will be stored at the start in an office but will be expanded beyond an office as demand scales (think warehouse). The deals struck include the following:

Alibaba will supply New pet gift baskets - Dogs at $5.00 to $15.00 per basket
Alibaba will supply Party Goody Bags at $5.00 to $12.00 per goody bag
Amazon will supply Welcome Pet Baskets at $7.00 to $15.00 per Welcome Pet Basket
Amazon will supply Sympathy Gift Baskets at $7.00 to $15.00 per Sympathy Gift Basket
LeeMarPet will supply Birthday Hats at $2.00 per Birthday Hat
LeeMarPet will supply Customized Pet Frames at $3.00 per Pet Frame
Wholesalepet will supply Matching PJs at $4.00 to $14.00 per Matching PJ