Lyssa McGowan

And I think we have a real role given the expertise of our colleagues, given, you know, the advice of both of our vets and our retail colleagues and our grooming colleagues to really help educate consumers. They already come to us for advice. That's one of the big reasons that, you know, 40% of puppies and kittens in the UK will become a Pets Club member. Did you just say 40%? Mm-hmm. Wow.

Amazing. Because they come because a lot of first time pet owners or they, you know, they just want that advice. They can talk to them about nutrition, about grooming. You know, I've done, I obviously do shifts from time to time in the retail side. People ask me all these questions.

Amazing. Because they come because a lot of first time pet owners or they, you know, they just want that advice. They can talk to them about nutrition, about grooming. You know, I've done, I obviously do shifts from time to time in the retail side. People ask me all these questions.

Amazing. Because they come because a lot of first time pet owners or they, you know, they just want that advice. They can talk to them about nutrition, about grooming. You know, I've done, I obviously do shifts from time to time in the retail side. People ask me all these questions.

got a clue and every time like everyone else is like oh yeah you need this or that and i'm like it's it's crazy the depth of knowledge we have so actually environmental is no different our colleagues care greatly about the environment and so we're we're um footprinting all of our food or fingerprinting i can't quite remember which one you do one or the other poor printing poor print that's it poor printing all our food

got a clue and every time like everyone else is like oh yeah you need this or that and i'm like it's it's crazy the depth of knowledge we have so actually environmental is no different our colleagues care greatly about the environment and so we're we're um footprinting all of our food or fingerprinting i can't quite remember which one you do one or the other poor printing poor print that's it poor printing all our food

got a clue and every time like everyone else is like oh yeah you need this or that and i'm like it's it's crazy the depth of knowledge we have so actually environmental is no different our colleagues care greatly about the environment and so we're we're um footprinting all of our food or fingerprinting i can't quite remember which one you do one or the other poor printing poor print that's it poor printing all our food

to figure out very, we'll be talking to our colleagues about that over the coming months so that they in turn can say to customers, you know, if you switch from this to this, then it halves your carbon emissions, for example.

to figure out very, we'll be talking to our colleagues about that over the coming months so that they in turn can say to customers, you know, if you switch from this to this, then it halves your carbon emissions, for example.

to figure out very, we'll be talking to our colleagues about that over the coming months so that they in turn can say to customers, you know, if you switch from this to this, then it halves your carbon emissions, for example.

Yeah, we did some research actually before we launched our All for Pets campaign and we are seven times more trusted than our nearest competitor. So it's an enormous bank of trust. I mean, we've both got older pets now, but I remember when we first had Freddie, I mean, we were in all the time asking because we had no idea, right?

Yeah, we did some research actually before we launched our All for Pets campaign and we are seven times more trusted than our nearest competitor. So it's an enormous bank of trust. I mean, we've both got older pets now, but I remember when we first had Freddie, I mean, we were in all the time asking because we had no idea, right?

Yeah, we did some research actually before we launched our All for Pets campaign and we are seven times more trusted than our nearest competitor. So it's an enormous bank of trust. I mean, we've both got older pets now, but I remember when we first had Freddie, I mean, we were in all the time asking because we had no idea, right?

Yeah, exactly. And then we had Barney. We're still in all the time. We're like, really? What have we done wrong with this one?

Yeah, exactly. And then we had Barney. We're still in all the time. We're like, really? What have we done wrong with this one?

Yeah, exactly. And then we had Barney. We're still in all the time. We're like, really? What have we done wrong with this one?

Yeah, no, exactly. And, you know, it takes decades to build and it's very easy to destroy. So it's really important. And part of what I want to do is bring that to life online as well. So when you turn up onto our online experience or app experience, it should feel as advisory and warm as when you walk into our store and our colleague says hello to your dog and then to you.

Yeah, no, exactly. And, you know, it takes decades to build and it's very easy to destroy. So it's really important. And part of what I want to do is bring that to life online as well. So when you turn up onto our online experience or app experience, it should feel as advisory and warm as when you walk into our store and our colleague says hello to your dog and then to you.

Yeah, no, exactly. And, you know, it takes decades to build and it's very easy to destroy. So it's really important. And part of what I want to do is bring that to life online as well. So when you turn up onto our online experience or app experience, it should feel as advisory and warm as when you walk into our store and our colleague says hello to your dog and then to you.

Yeah, no, I have a great board, actually. I'm very lucky. And I sat down before I joined with my chairman, Ian, and Ian's coached a number of first-time CEOs into CEO positions, really experienced. And he actually had like a five-page document that talked about his role versus my role. And we worked through it.