How do I prepare my pet store’s subscription food customers for a change of owner?
Prepare a list of subscribers showing what each receives, how often and how they pay. Decide with your buyer how billing and deliveries continue without a gap. Then tell customers plainly, before the change, that their order, schedule and price commitments are staying as they are.
Subscribers are loyal because the routine is easy. Your task is to keep it that way. Build a clean record of each customer’s food, delivery pattern, payment method and any special note, such as a diet or a pet’s allergy. That list is the heart of the handover, and a buyer will want to verify it.
Think about how payments move. Card details held by a payment provider may need a new arrangement, and customers may have to agree again. Ask your lawyer how customer information can be passed to a buyer, and make sure the buyer can honour the terms you promised. Do not let a billing mix-up be the first thing subscribers notice.
Then communicate. A short, friendly message explaining who the new owner is, that orders will not change, and how to reach someone with questions works better than silence. Where possible, introduce the buyer in the store or in a joint note. Watch the first few deliveries closely, and make a point of contacting anyone whose order is delayed or wrong. Keep the supplier lined up for the foods that subscribers depend on, so shortages do not coincide with the handover.
Key takeaways
- Record each subscriber’s food, schedule, payment method and special notes.
- Settle with the buyer how billing and delivery continue without a gap.
- Tell customers early and plainly that their order is staying the same.
Related reading
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Sources
This answer is checked against primary sources. Links were last confirmed on the dates shown.
- 01Business Development Bank of CanadaGovernmentWhat is succession planning?
- 02Canadian Federation of Independent BusinessResearch dataSuccession Tsunami: Preparing for a decade of small business transitions
- 03Canadian Food Inspection AgencyGovernmentRegulatory oversight of pet food, treats and chews in Canada
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