Ann: FY18 Full Year Results - Investor Presentation, page-14

Focus for FY19 • Employ further 40 graduate vets • 1st National symposium, bringing vet & retail teams together for 6 days structured education • Rebalance retail store rosters to better match customer traffic. Increase permanent staff from ~65% to ~85% • Real time UP scores used to manage customer engagement in retail stores1 • Implement UP program in vet1 • Commence training on consultative selling in Retail •
Develop and roll out structured career paths for nurses • Develop new LTI for vet business

Focus for FY19 • Rollout extended hours, mobile vet and team-based consulting – driving increased customer visits and lift in business performance • Initiate telemedicine program • Introduce Healthy Pets Plus membership to retail customers to drive cross referrals • Launch tactical vet boost marketing plan to drive vet traffic and cross referrals • Introduce new long term vet incentive plan


I like increasing rebalancing of retail store rosters...and also I like the increase in store hours...I like telemedicine program...with more pet owners buying pet insurance, the visits to vets will increase...