UPDATED 1st May 2018 – original post from yesterday remains below
We made an announcement yesterday: we’ve chosen to change our investors, and to take investment from Purina. Your responses have helped us realise we didn’t go far enough to reassure you about what won’t be changing. We know how deeply you care about your dog, and how much trust you’ve put in us to give them the right nutrition – we take this very seriously.
So we wanted to be really clear on a few areas you’ve asked us about: quality, decision-making, investment, and our plans for the future. If there’s anything else, feel free to get in touch at email@example.com.
The quality of your dog’s food won’t change
Only tails.com kibbles have been specially developed to work with our game-changing customised feeding system. So, if you’re wondering whether you’ll find Purina products in your blend, the answer is no. When we created tails.com, there were no kibbles that did what we needed them to do. Our unique, custom-made kibbles are at the absolute core of what we do: they’re the only way we can create truly tailor-made nutrition for dogs across the UK. We will continue to use them exclusively.
The change in investor will not change the quality of our food or the decisions we make – we will always put nutrition first. We guarantee we’ll still hold ourselves to the same standards we’ve always used to create our food. We’ve always made sure your dog’s recipe matches their changing needs, and we’ll continue to do so. And we guarantee the quality of our ingredients will stay the same.
We still make our own decisions
Although we’ve taken investment from Purina, we continue to make our own decisions about our food – your dog’s food. The move is from a group of investors on our board, who helped us get up and running, to one long-term investor on our board that can help us do more of what we do best. We’re still run by our own management team, and the team here at tails.com are all proud shareholders.
We chose this investment to do more of what we do best
Our commitment to providing tailored nutrition is as strong as it was the day we were founded. It doesn’t change with this investment. Purina has recognised what we’ve achieved in four years, see its potential for the future, and wants to nurture it, not change it. We chose this investment to help us do more of what we do best: high-quality nutrition, tailor-made for every tails.com dog.
Our plans: more people, more support, better technology
You and your dog are absolutely essential to tails.com. So, we will be investing in the kinds of things our customers tell us they care about. This investment allows us to hire more people in the team, which means more support for you and your dog (for example on the phones and email), plus improvements to our ground-breaking technology on the website and behind the scenes. We will also invest in marketing and advertising to spread the word about our life-changing nutrition.
We’re here to change the world of pet food for good – it’s our company’s mission, and it guides every decision we make. This new relationship, combined with all our passion and your support, means we’re one step closer to achieving it.
Customer Experience Manager
Original post published 30th April 2018
At tails.com, we’re on a mission to change the world of pet food for good – and to help us do that, we’ve chosen to take a significant investment from Purina PetCare. It’s a cause for celebration here at tails.com HQ: all the office dogs are in party hats today.
I joined tails.com (with my own dog Bardi) as Customer Experience Manager over three years ago. Since then I’ve made sure that you, our customers, are at the heart of what we do.
And for you, very little changes with this investment: our mission stays the same. However, you might have some questions on your mind, so my team and I have put together some answers below.
You can, of course, get in touch at firstname.lastname@example.org.
Customer Experience Manager
(P.S. I now have Nelson under my desk as I write this, here in the office. He’s my very springy little Springer pup, and he looks wonderful in a party hat.)
Will the quality of my dog’s food change?
No, we’ll continue to make the same high quality tailor-made nutrition your dog loves. That means we’ll still use our own range of customised tails.com kibbles, and we’ll continue to blend them according to your dog’s unique recipe, every month.
Should I expect any changes to the packaging?
We are always looking for ways to improve our packaging to serve you better. But we haven’t got any changes planned as part of this new relationship, so you’ll still see the waggy, bushy tail on your box each month.
Will I still be able to buy my dog’s favourite flavours and treats?
Of course! We’re not making any changes to the flavours in our recipes, and our treats will be as irresistible as ever. It’s business as usual in the tails.com blending rooms, and it’s great to have you with us, as always.
Will you still be based in the UK?
Yes, we will. We’ll operate as a standalone company, with the same management team and employees. Our head office, including our customer experience team, will continue to be based in dog-friendly Richmond; our blending rooms will still be in Heathrow, London. So whether you call, email or drop us a message on Facebook, we’re still right here for you.
Will my price change?
The new relationship with Purina PetCare will not change our pricing decisions. It’s always been important to us to bring you a new level of tailored nutrition at high street prices. Over the past year, as our costs, such as delivery, labour and ingredients have gone up, we have increased the price of some of our ranges. Wherever possible we work to avoid passing costs on to our customers, and we’ll continue to do so.