Leads & Walking
Lead Length, Handles and the Questions Buyers Actually Ask
Lead buying has three numbers that matter and about five questions that decide everything else. Here is how I walk customers through it every day.
Nina Caruso
Customer Experience Lead · Newcastle, NSW · 4 posts
Nina runs customer service for a pet gear store and has answered thousands of sizing, fitting and returns questions from real buyers. Her guides start where the reviews stop: the questions people actually email in, the sizing charts that mislead, and the returns that were nobody's fault. If a guide answers it, somebody bought it, asked it, and got a straight answer.
Credentials & experience
- Customer experience lead for an Australian pet gear store
- Thousands of sizing, fitting and returns conversations on record
- Writes the buyer-question and sizing-troubleshooting series
Writes about
sizing and fit troubleshootingcustomer questionsreturns and warrantyorder and delivery questionsPosts by Nina
Leads & Walking
The Lead Returns That Weren't the Dog's Fault
Clips that opened, ropes that frayed and retractables we quietly refund: the lead failures that come back to us, and the maintenance list that prevents them.
Harnesses
The Five Harness Sizing Questions I Answer Every Week at Work
Sizing goes wrong more than anything else we sell. Here are the five questions I answer every week, and the measurements that settle each of them.
Harnesses
What Ends Up on Our Returns Shelf, and What It Taught Me About Buying
Five return reasons, ranked by how often they land on my desk, with the pre-purchase check that would have avoided each one.