DIY Fundamentals
A current DIY customer reaches out to update their phone number. How should we support them?
Go into CRM and update their phone number in their customer details. BONUS: If they're open to it, educate them on how to update this through the customer portal for next time!
How long does a bag of Instant Fresh last in the pantry?
For an unopend bag, stored in a cool, dry place, customers can reference the expiration date printed on the bottom right corner of the bag. If the bag is opened, the customer should use it up within 3 months.
How many packets are in a DIY box?
Each package contains 8 packets of DIY Nutrient Mix
A current Fresh Frozen customer is has questions about pricing of Instant Fresh, but when you go to their CRM the "Instant Fresh" option is greyed out. How can we support this customer?
Enable Instant Fresh! Navigate to the Overview tab in CRM and select "Enable Instant Fresh"
Where can you find the Batch Code for Instant Fresh?
The batch code and best-by date appear on the back of each Instant Fresh bag, in the lower right corner.
A customer reaches out asking about what tools they need to cook their pup's food and whether they can cook all of the ingredients at the same time. Should they drain the excess liquid? How do we support this customer?
Educate them on the necessary cookware, stovetop, food thermometer, etc they'll need to make tehir recipes. Unless the recipe says differently, they can cook all ingredients together for the best results. Let them know they should retain all the liquid (it contains important nutrients and moisture).
How do you prepare and serve Instant Fresh? How long can it sit out? Can you put it in the fridge if a batch is made in the morning?
After you scoop your personalized portion of Instant Fresh, add equal parts water and stir! Once you've served your pup their meal, if they haven't eaten within 30 minutes, remaining food should be placed back in the fridge. Once meal is made it can last in the fridge up two days.
What is a Batch? How long does it last?
The amount of food cooked using 1 packet. How long a batch lasts depends on a pup's portion size!
What's in an Instant Fresh trial, and how is it priced? Who is eligible for a trial box?
Trial orders are limited to one bag and contain the same bag size as the customer's regular plan as well as step-by-step transition guide. Because each trial only has one bag, there will not be a volume discount applied. New customers receive a 50% discount on their trial order of Instant Fresh when signing up for a TFD subscription for the first time
A DIY customer calls in, letting us know their pup isn't eating the recipes. What are your next steps, and how can we support them?
We DON'T create an issue report in CRM!
But we can absolutely help. Share the same tips we use on the Fresh side:
A current DIY customer would like to update their pup's weight and ensure they're getting enough to eat. How can we support this customer?
Warm transfer to DIY! This is something DIY specialists will handle and provide insight on. BONUS: if you are in a chat, make sure to use the [LIVE CHAT] answer to ensure the customer understand next steps.
A current Fresh Frozen customer reaches out, wondering how our Instant Fresh food is different from the freeze-dried and other dehydrated foods they've tried in the past. What should we tell them?
Our Instant Fresh Recipe is made witht he same human-grade standards and ingredients as our Fresh Frozen food. Instant Fresh is gently cooked to retain natural nutrients and to protect more nutrients compared to traditional dry food. After cooking, we apply a proprietary Low-Heat Drying Technology™ designed to avoid the high-heat ultra-processing used in most traditional shelf-stable foods!
How long can customer keep a box? If it's past a certain date wil it harm their pup?
Shelf life is 180 days from the date of manufacture, but the time between delivery and the Best By date can vary. The Best By date is an indicator of efficacy, not safety — feeding past it is not a health risk, but vitamins and minerals may no longer be at full potency. Packets should be discarded past this date.
A current Fresh Frozen customer is wondering if ur Instant Fresh plans have the same bulk discount system where the more food they get in a box, the lower their daily price is. What can we tell them?
Instant Fresh pricing is based on the price of each bag, with a volume savings discount applied. Customers who spend more per month receive a larger discount.
You are filling out an issue report for an Instant Fresh problem. What information should you ask for from the customer?
The batch code is located on the bottom of the bag and a photo of the prepared food or a photo of the issue.
A new DIY customer reaches out asking what their dog's current portion is and how many portions one batch will create. How can we support this customer?
Direct and educate the customer on how to access their Recipe Helper through their customer portal! They can see their pup's current portion and how much food one batch should make. If they would like to make changes or have more specific portioning questions, warm transfer to DIY inbox.
A current Fresh Frozen customer is wondering what recipes we offer on Instant Fresh and was hoping for a Beef & grain option (that's their pup's favorite). How can we support them?
Let them know that at the moment we only have our Chicken & Grain Instant Fresh recipe, but we'll definitely pass their interest along! Log their information in the " Additional Instant Fresh Recipes Waitlist" so we can gauge interest in other recipes.
Whats ON a box?
Every DIY box includes:
An Instant Fresh customer is concerned because their pup is running out of food before their next order. They are wondering if they can increase the number of bags to 2 in their next order. How can we support them?
Frequency changes are prioritized over bag quantity changes when recommending plan adjustments. A bag quantity change is only recommended when a frequency change isn't possible. BONUS Q: Why is this the case?
A DIY customer is calling in to report an issue. What are your next steps and is there anything you should ask for?
Unlike with Fresh, we do not need to gather the lot code when reporting an issue. This will auto-populate in the issue report. If appropriate for the issue, ask for photos of the problem!
A Fresh Frozen customer reaches out wanting to know what a DIY subscription is, what comes in a box and how it is different from Instant Fresh. They would also be interested in receiving both Instant Fresh and DIY boxes from their account. How can we support them?
Introduce DIY and Instant Fresh! Tell them how the DIY subscription works what comes in a box and the difference between home cooking and whipping up fresh meals with Instant Fresh mix. Once their general questions are answered, warm transfer to DIY so a specialist can provide insight on simultaneous Instant Fresh and DIY boxes.
A prospective Instant Fresh customer is wondering how long a bag will last their pup. How can we support them?
Ask them for their pup's current weight and use the chart in the "Explain how long an Instant Fresh bag will last" Guru card to provide an approximate idea of how long either 2lbs or 6lbs bag will last.
A prospective DIY customer is concerned that the food they make won't meet all of their pup's nutritional needs. What can we tell them?
DIY recipes and Nutrient Mixes are formulated by on-staff board-certified veterinary nutritionists to create complete and balanced meals when used directed. Vitamins and minerals are 100% human grade, sourced from an FDA-regulated manufacturer
A current Fresh Frozen Customer would like to try Instant Fresh but keep their current Fresh Frozen plan in case their pup doesn't like it. They're also concerned about the price of a one-time order of Instant since they can get a trial box. How can we support them?
We can place an Instant Fresh one-off order! To get the best price on a one-time order of Instant, change the # of bags to 1 and then reduce the weeks to 1. Be sure to mention that the recommended plan would be the best long-term pricing for them since the cost of this 1 bag is based on a weekly basis.
You've just finished an issue report for a DIY customer, what should be your next steps?
Every DIY issue gets a make-right. Your two options are a refund or a replacement. Use the DIY Refund Rubric (located in the main Refund Rubric sheet linked in Guru) to determine the right action for each scenario.