An Interview with Missy From Our Customer Service Team

As part of our employee interview series, we sat down with Missy from our customer service team.

We wanted to get the scoop on what life is like in the customer service department at THK.

What is the most common question you’re asked?

Missy: How much do I feed my dog?  How come my dog is pooping so much?  (Answer: High fiber, high moisture diet).  Is your food raw?

What is the weirdest/funniest question you’ve been asked?

Missy: Things that don’t relate to our food, like sometimes people write in asking things like “how do I put on a sensation harness?”  If anything shows we are a company that can be trusted, it’s that people go out of their way to ask us any pet related questions.

What’s your favorite question or call you’ve ever gotten?

Missy: When someone calls that had a dog that was really sick, and I have spent hours on the phone trying to help them, and they call and finally their dog or cat is better.  Those are awesome.  Those make my day.  Also, once I had a woman call, and she was so shy that she was whispering.  She said “I have a question about poop.”  But I had to ask her to repeat the word poop like three times because she was whispering it so quietly.  I thought it was funny that she was so embarrassed because we spend a lot of time talking to customers about poop!  It’s no big deal to us.

What’s your favorite part about your job?

Missy: That I work for a company that cares.  I waited for this job for about two years because I knew this company had the same values as I did.

What’s the hardest part about being in Customer Service?

Missy: I really feel people’s emotions when I ‘m on the phone with them, and if they are really struggling with their dog and their health, I feel their pain.  My dog struggles with health issues too, and I understand.  When you hang up the phone, you keep thinking about them.  It’s emotionally tiring.

Why are you passionate about THK?

Missy:  I’ve been in the pet industry for three years, and I’ve worked for a lot of companies.  To see a company that stands behind their words and practices what they preach is awesome.  I’m passionate about animal nutrition and to work for a company that gets it is great.  And I get to bring my dog to work!

How did you get involved with THK?

Missy: I worked at a boutique store, and our Concierge Extraordinaire Chris Freyer used to come in and do demos, and we developed a friendship and a strong baseball rivalry.  He knew I was waiting for a position at THK, so when one opened up he recommended me.

What are your dogs’ favorite recipes?

Missy: Waylin loves Zeal.  He loves anything with fish.  He’s a big fan of Halcyon.  He has a very dignified palate.

What do you think makes THK unique from other pet food brands and other companies in general?

Missy: The concept of a whole food diet.  We’re taking foods with their natural vitamins and antioxidants.  It’s mirroring a trend in human food where we realize that there are things we put in our bodies aren’t good for us or our animals.

If you were a breed of dog, what would it be?

Missy: Hands down Golden Retriever.  I’m loyal, friendly, and if you throw a piece of candy, I will chase it!

Is there anything else you would want to tell people about your job?

Missy: I have the best job.  I have an amazing work environment with coworkers that support me, and I get to make a difference in peoples’ lives, which is all I’ve ever wanted to do. #beaglesforever

Meet the Author: Lucy Postins

Lucy Postins is founder of The Honest Kitchen as well as its Mother Hen and CEO. She is a companion animal nutritionist who started The Honest Kitchen in her kitchen in 2002. She is passionate about advanced nutrition and holistic health including complementary modalities such as herbalism and homeopathy. Considered an expert in her field, Lucy frequently writes articles for local and national media, conducts radio interviews and educational spots, and occasionally holds educational seminars for pet owners on the importance of good nutrition. She also recently authored Dog Obsessed, a guide to a happier, healthier life for the pup you love.

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