How Fresh Patch Builds Human Customer Service That Dog Parents Trust

Ever wonder what happens when a company actually answers the phone and solves your problem with care? We pull back the curtain on Fresh Patch’s customer service with Tassara, who went from call center burnout to leading a team that pet parents rave about. From scrappy Starbucks interviews to handling 4 a.m. “Where’s my grass?” emails, this conversation shows how real humans, clear training advice, and a non-toxic team culture can turn stressful moments into loyal fans and well-trained dogs.

We dig into the everyday wins and weird surprises that come with supporting dog families—like the memorable DIY “attractant” story—and why having a knowledgeable person on the line beats chatbot loops. You’ll hear practical, field-tested tips for potty training with real grass: short daily sessions, positive reinforcement, setting a routine, and using an attractant spray to speed up success. We also share event stories where dogs make the case themselves, beelining to the XL display and proving how real grass taps their instincts, controls odor, and makes apartment life and bad-weather days easier.

What stands out is the people-first approach: leadership that trusts, teammates who mentor, and a service mindset that listens before it fixes. If you’ve struggled with pee pads, delayed deliveries, or inconsistent training, you’ll walk away with a plan and the reassurance that support is just a call away. Subscribe, share this with a fellow dog parent, and leave a review telling us your best training win or the question you want us to tackle next. Your story might be the one that helps someone else finally get it to click.

Thanks for listening to the Fresh Patch podcast brought to you by Fresh Patch. We hope you enjoyed the show. Give us a like or a follow, or shop all of our real grass supplies at freshpatch.com. Instagram, TikTok, Facebook, Youtube, Reddit

Transcript

Cold Open And Host Intros

SPEAKER_00 0:00

Welcome to the French Patch Podcast, where we talk about everything from double training to honey. It's time to save your remote. Featured on Shark Snake, Oprah, and the today's show. And here are your hosts, Drew and Gabe.

Meet Tassara, Customer Service Lead

SPEAKER_02 0:19

Welcome everybody to the Potty Talk Podcast. My name is Drew with my beautiful co-host, Mr. Gabe, over here. Absolutely.

SPEAKER_03 0:28

Thank you for the kind words. Yes, my name is Gabe. I'm the partnership coordinator, and we do have an amazing, very important uh guest today and a member of the Fresh Patch team. If you if you wouldn't mind introducing yourself.

SPEAKER_01 0:42

Yeah. Hi, everyone. I am Tassara and I am the customer service manager for Fresh Patch.

Subscribe And How To Reach Fresh Patch

Tassara’s Journey To The Team

SPEAKER_02 0:48

Woohoo! Yes, one of our best departments here. Um we really thrive off our customer service. So huge thank you to you, Tasera, for one hopping on with us and getting some more insight on our customer service and just what you do on the daily. We appreciate it. And I know our customers appreciate it too. So thank you very much. Um, and then wanted to take a quick second to let every all the viewers and listeners know to hit that subscribe button. Follow us on all socials at Fresh Patch. Uh check out freshpatch.com for all your grass potty needs. And yeah, we're just gonna dive into it, have a little fun episode, uh, kind of get to know to Sarah, get to know our customer service team and the benefits of that team if you become a Fresh Patch customer. So oh yeah, yeah. So absolutely add on to that.

SPEAKER_03 1:32

Drew mentioned um one of the best parts about Fresh Patch is our customer service. Like we are constantly getting amazing feedback about it, and and you guys do an amazing job. And to my understanding, like you're one of the longest standing members of the customer service team. Um, so tell us a little bit about your background and like how you you know ultimately joined the team.

First Week Training At Cafes

SPEAKER_01 1:54

Sure. So I was born and raised in Guyana, which is in South America. Oh wow. Um moved to the states when I was about 14 years old. I moved to Florida, and I've been in this state the entire time. Went to high school, uh, went to college, um, had my first job here and everything. So this has been pretty much my home away from home. Um and I remembered with Fresh Patch, I remembered working at a call center before applying for this job. And it was just one of those situations where I realized call centers just wasn't something for me. It wasn't a situation I could thrive in at all. And so I very quickly started to look online and started to apply for different jobs. Then I remembered seeing one specific job, and the title of the job specifically said, must love dogs. I thought to myself, oh my god, who doesn't love dogs? Right? So obviously I applied immediately. And um I got the email back from Andrew Feld, the owner of the company, inviting me to interview. The funniest thing about that though was um, because it's in the interview was in Florida, and of course the warehouses in Oxnard, there was not an office space. So we actually did the interview at a local Starbucks, which is really funny to me. That's great. It was it was just a very interesting experience because I remember when he mentioned it in the email that we don't have an office space, so we'll do the interview at a Starbucks. I was like, okay, one of two things might be happening today. I might either be getting kidnapped or stabbed. I don't know. So I was like, what? I've never done an interview in a Starbucks. So but I ended up going, I ended up just like taking that leap of faith and going to do the interview and met Andrew and Karina that day, and they were one of the nicest people I've ever met. And from that day, I remember getting the call. I actually missed the call, unfortunately, but I remember him leaving the voicemail and offering me the position for the customer service job, and that's how I became a member of the Fresh Patch family.

SPEAKER_02 4:13

Wow, so awesome! So, and yeah, like they are the nicest people, owners, CEOs, whatever you want to give their title. They're they're fantastic and glad you took that leap of faith because yeah, you know, they I was gonna say glad you ended up being safe, of course.

SPEAKER_03 4:28

Yeah, you ended up working out, you didn't get kidnapped, all good.

SPEAKER_02 4:32

You're here now, and and and you're thriving now, which is great. I mean, you've really built up the our customer service uh department, which is you know, like we said at the beginning, a huge part of Fresh Patch. So really appreciate you all you've done, and so glad to have you on the team. And Andrew made a great choice. That's all I'm gonna say. Absolutely. Um great. And then you kind of mentioned it, I guess, Starbucks interview. I mean, that is it is a little sketchy, but that's kind of how we do things here at Fresh Patch. You know, we're always just you know, oh yeah, doing some random things. But um, do you remember anything else from your very first week on the job? Any fun or memorable moments that happened? Um anything, yeah.

SPEAKER_01 5:11

Yeah, I mean, I remember continuing training at Starbucks for the first week. And when we decided to shake it up and go to Panera couple of times.

SPEAKER_04 5:22

Wow.

Team Culture And Long Tenure

SPEAKER_01 5:22

Yeah. So it was actually really fun being able to just um sit down with Andrew and pretty much listen to him talk about how he built the company, what started it and everything. It was just that entire first week was just very informational, but it was um, I guess for me, that first week was just telling that I was gonna be in a great company, like the hands of a great company. And that's one thing I really was looking forward to. And of course, I'm still here, so yeah, obviously it worked out.

SPEAKER_02 5:55

Yeah, for sure. I mean, I can attest to you. I've been here nine years, so it's a great company to work for.

SPEAKER_03 6:00

Um, it's and it's cool, it's it's so different than any place I've ever worked. It's so like family oriented almost, and like, you know, yeah.

SPEAKER_02 6:07

I mean, when you come from yeah, a family man like Andrew, I mean, it it it resonates to to his employees, which is awesome. So, yeah, that's that's great. So you were hopping around, Starbucks, Panera's got the got the lowdown of the uh fresh patch. Anything else that stuck out your first week or even in your maybe your first month?

Memorable Customers: The 4 A.M. Bar Video

SPEAKER_01 6:26

I you know, the funniest thing that stuck out for me was when I was introduced to the team of our um our fresh patch team, and one of our um longest standing for uh customer service rep, which is Yvette, she actually one of the things that stood out was when she actually told me that Andrew was in a music video and she played the video for us. That was so funny. Yeah, I didn't know that at all. So, and you know, she really made us um because when I started, she really made us very comfortable. The very first day we started, she was very helpful getting us on board and um just getting us started. So that was one of the greatest memories is knowing that we had a team that was willing to go out of their way to make sure everyone is comfortable.

SPEAKER_03 7:15

Yeah, absolutely. I know Yvette, you know, we talk to her every day, she's always got some some funny little story for us. So that's oh yeah, amazing to hear.

SPEAKER_01 7:23

Yeah, she always has something. So shout out to Yvette because she always makes everyone's day.

SPEAKER_02 7:27

Yeah, absolutely. Definitely, and she's a yeah, she's been a great asset. I mean, she's been here about I think she came six months after me, so she's almost been here now. She probably has been nine now, and yeah, she's been a huge help for us. I know for you, like just what you said, the feedback, you know, she's always lending a helping hand, which is great. Uh, she's a huge dog person, so you know it's always a huge benefit and stuff. And yeah, Andrew in that music video, that's a that's a very fun fact. I think only us here at Fresh Patch really knows about that, but his fame on Shark Tank, it was he had fame out elsewhere too.

SPEAKER_01 7:57

So um, yeah, that's I've watched that video so many times, and I never knew it was Andrew until she pointed it out.

SPEAKER_02 8:03

Yeah, I know. Same. I was like, wait, I've seen this music video, and like I was like, wait, okay, yeah, that that that's him. That's our owner. Do you remember what uh music video was? Was it it's um beautiful, right?

SPEAKER_04 8:14

Soul sisters, soul sister, yeah.

SPEAKER_02 8:16

Oh sister, yeah, sister. Okay, don't get us started, don't get us started. We'll keep going. We'll just start singing.

SPEAKER_03 8:24

Uh um, so you know, we've been talking about how you know you've been here for a long time and experienced it all. How has your role kind of evolved through your your tenure at Fresh Batch?

SPEAKER_01 8:38

Um, quite a bit. I started off as a customer service representative, and now I'm the customer service manager, so I have taken on quite a bigger role.

SPEAKER_04 8:49

All right.

SPEAKER_01 8:50

And it is because of the trust that Andrew and of course Jason gave me. Um, so it's definitely taught me a lot. It's taught me how to um basically change any sort of environment that my team is in to make sure that they have a safe and um secure, comfortable environment. Nothing toxic. I know we all hate those toxic work environments, and it's something that I absolutely detested. And so that's that's something that I was taught with Andrew and with Jason, just the way that they treated their employees. It's something that I've tried to um do myself with my team.

SPEAKER_02 9:33

For sure. Yeah, no, they they we get treated very well. I know we wear a lot of hats here and stuff too, but yeah, they treat us very, very well, like Gabe was saying, you know, too. Never I mean, I've only worked for this company, so I can't really give any idea. I've worked for many years.

SPEAKER_01 9:47

Oh, you've never had those experiences then.

SPEAKER_02 9:50

No, no, I've just been luckily and you know had the fresh patch, you know, brand on my side.

SPEAKER_03 9:54

I like you to say, I've done it all. I've worked in call centers, I've I've worked in corporate jobs, yeah. Yeah, this is got a night and day difference. Night and day. It's yeah, it's so unique. It's there's nothing really like it.

SPEAKER_02 10:05

And I I mean I can tell too, but I mean, I like I said, I've never worked that, but just being here, it's like I don't think this is how it works everywhere else. Like they they're very nice, and that's great that you translate that. I mean, I do the same thing on this side in California, you know, just like following their lead and stuff, making sure departments, my team is all always happy and there's no toxicity and stuff. So um, and I think that's why we thrive as a company as well. All department managers are on the same page, and you know, that just creates a fantastic work environment.

SPEAKER_03 10:35

Yeah, that you know, and our our customers like pick up on that, yeah. Exactly. So exactly it's a pretty cool, like full circle thing, very full circle for sure.

SPEAKER_02 10:43

Um, okay, moving on. We have uh uh let's see where I'm at. Here we go. Have any pets or they're humans really stuck in your memory over the years? I know you've talked to a lot of customers, you've heard a lot of pet stories. Um, so is there anything that really has uh stuck with you over the years?

The Unusual Training Tip Story

SPEAKER_01 11:06

I'll be honest, the humans are funnier than the pets sometimes. They they they do leave a mark. Um I remembered a couple years ago I was working one morning and um I was doing the emails, and we have an email count, so it lets us know how many emails we have remaining once we go through them, so we know how many more customers need assistance. And I just remember one morning I backed out of one of the emails and I'm looking at the count, and the number keeps going up. It was like two, three, four, four more emails just added out of nowhere. And I looked and I realized it was the same exact customer. All caps, when I looked into the email, all caps, it's like they just look like an irate customer. Just someone who was very, very upset, and it was just where's my grass? What's going on? And they sounded so so upset. It was one of those scary moments, you know, whenever you realize you're about to deal with an I-Rate customer or you're about to um address someone who is very frustrated, that can go in so many different directions. So you're always hoping that you can handle this in the best way possible. But what stuck out with those emails is in one of those emails, they sent a video. Oh no, and the video, the video, so the person was on the west coast, which means it was probably about four o'clock in the morning, and this person sends a video of him in a bar recording himself just saying, Fresh patch, where's my grass? What's going on? Where's my grass? Just in the bar.

SPEAKER_03 12:47

No way, oh my god, that's awesome.

SPEAKER_01 12:50

And I thought to myself, I was like, wow, I didn't know our fresh patch was that important. That this guy at 4 a.m. is at a bar trying to figure out where his order was.

SPEAKER_03 12:59

That's crazy.

SPEAKER_02 13:00

That is hilarious. Oh my god. Oh my gosh.

SPEAKER_01 13:04

Yeah, I'll be honest, my heart sank because probably like a minute later the phone rings. Oh no, it was him. Oh no, no, it was him, but he was one of the nicest guys I ever spoke to when he called in. You can tell he was sort of out of it, to be honest. You can really tell.

SPEAKER_04 13:24

He was still at the bar and he just got the bar. Yeah, adds up, yeah.

SPEAKER_01 13:31

But he was so nice. We were able to figure out that it was just some sort of mix-up with um one of our carriers, and we were able to get out a replacement to him right away. But he was just so happy and satisfied at the end. It was just that video that he sent just made my day. It was one of those things where you expected him to be such a um, he was gonna be maybe a very uh upset or frustrated customer, he was gonna yell at you, yeah. But it was the complete opposite. Wow, and I was just it was just one of the best things ever.

SPEAKER_03 14:01

That's so awesome. Did you did you bring up the video to him? Like, yeah, I saw your video.

Real Solutions: Attractant Spray And Tips

SPEAKER_01 14:06

I I'll be honest, I didn't because I didn't know what to say or what to expect on the call. Um, but I know um Andrew saw the video. Like he saw it because I think he was he was alerted of the whole interaction. I can't remember why, and so he asked me about it. But yeah, it was just a fun interaction.

SPEAKER_02 14:29

That's hilarious. I wonder if he even knows he sent a video. Like, that sounds like one of those situations where, like, if you told him, he'd the customer be like, wait, what? I sent a video to you all the night last night.

SPEAKER_03 14:40

How could I have done that?

SPEAKER_02 14:42

That's so good.

SPEAKER_01 14:44

He'll probably be watching this podcast and be like, wait, what? That was nice of the video.

SPEAKER_03 14:49

Yeah, that's so good. My girl to Sarah was on there. Oh, definitely catching that up.

Why Success Stories Fuel The Team

SPEAKER_02 14:53

Yeah, she helped me out, she got me my batch, man. Like, that's so great. Well, I'm glad he was a nice guy and stuff. And you guys resolved, I mean, that that's a big you guys always seem to resolve issues, which is great. And like we said at the beginning, you know, our customers love that. And we always threw um, you know, say that at events and stuff. That's a big pitch on the marketing side of things is one customer service is great, and two, we're all human. You guys are all human on your team, and like, you know, we have some chatbots and stuff, but like majority of the time you're talking to a real person, you can get on the phone with the real person. I know our competitors don't really have that um with their with their business and stuff. So when we do mention that to people at events, it resonates so well with them, and they're like, you just see their eyes wide, and they're like, Whoa, no way. Like, okay, like this is definitely something I can I can go for, you know. So more support, more human support. I'm the same way. More human support is better.

SPEAKER_03 15:48

I'd rather talk to a I'm always like when I'm getting the robots, I'm like representative, yeah, treat representative, please.

SPEAKER_02 15:55

Click five. Press five for a new representative.

SPEAKER_01 15:58

You're way too fun fact, and I will say this to all of our other customers. Like, if um, because I've I've gotten that before where I answered the call and they'll they'll say, Um, can I talk to a human? While I, you know, and it's me on the call. So that's it. Just so people know, we do sound a bit robotic, but it is human beings on the other side of the line.

SPEAKER_02 16:19

You're like, you're like pinching yourself as they ask you like, can I talk to a human? You're like debating yourself. You're like, is that I'm a human? No, that you got me. Or you ever see, I don't know, you can't do this, but like TikToks is like angry Karen customers, and they're like, I want to speak to the manager, and like the girl or whoever's behind the counter will just like dip down and then dip back up. They're like, hi, I'm the manager. Oh man, it's so funny. So good.

SPEAKER_01 16:43

Oh man, you kind of already pull that before. I've got I've gotten a couple people who have just been frustrated and they'll say, I need to speak to a manager. I always love being able to say I am the manager.

SPEAKER_02 16:55

Yeah, you got under Yeah, yeah. You're you're already talking to them.

SPEAKER_03 16:59

So great. Um, so you kind of already did one of them, but like did did you have any other calls that were maybe like really funny or maybe like unexpected that that stood out to you as well?

Coaching Impatient Pet Parents

SPEAKER_01 17:11

It is one. Um I'm not sure how I'm I'm not sure if it's a good one to bring up, but I guess we can decide. Um I hope this customer never gets mad at me if they ever come across it. Um, I mean, we do have a lot of training tips on the website, everything tailored to um help our customers alert um trainer dogs to use the fresh patch if they have any sort of difficulties, but we also have um the customer service who they can call into and ask questions if they need it. I do remember one specific customer calling in and asking us if we would maybe we can edit our training um to add something that she tried with her dogs and realized it worked. And that was um I think I know what you're gonna say.

SPEAKER_02 18:07

I think I know what you're gonna say peed on the grass. Yeah, yeah, wow.

SPEAKER_01 18:14

She peed on the grass. Now, now let me let me um full disclosure. She did not just like squat on the grass and pee on it. No, she peed in a cup and then poured it on the grass.

SPEAKER_02 18:24

I don't know, it's worse, huh? That's what is going on and squat down on it.

SPEAKER_01 18:30

I don't know if it makes it any better or not, but yeah, she peed on the grass, and for some reason, I guess her dog was used to her scent and wow, took to the patch immediately. So she called in very, very proud about it and told us that maybe we should add that to our training manual so that customers can give it a try.

SPEAKER_03 18:49

I want to clarify that we are not suggesting to do this, but yes, it seems like it works. Yeah, you never know.

SPEAKER_02 18:57

Full disclosure.

SPEAKER_03 18:58

You're not suggesting it.

Field Stories From Events

SPEAKER_02 18:59

Yeah, this is just totally up to you, totally up to you as a customer. You don't need to call in and let us know if it does work. Yes, you know, probably shouldn't tell anybody at all. But um, another ad break. That's why we offer a go here spray. Check it out, freshcatch.com. We offer an attractant spray that is the replacement, so you don't have to put your attractant scent on the grid. Um, so I'm assuming you suggested that to them, but uh that is that's wild. That is a wild um just to be proud of that. It's like it's like crazy. Like I would be embarrassed. Like, okay, it worked, but I'm like, I'm not gonna tell anybody. Like, I'm not gonna tell anybody for sure.

SPEAKER_03 19:38

I'm taking that to the grave, yeah.

SPEAKER_02 19:40

Exactly.

SPEAKER_01 19:40

It was it was an interesting call to be honest. I know I can't remember how I dealt with it, but I know I was definitely shocked and just silent for a good 30 seconds, wondering how do I respond to this? Yeah, we were not trained on this.

SPEAKER_02 19:54

Yeah, this isn't in our training guide, this isn't on our SOP or customer service SOP.

SPEAKER_03 20:01

You need to put a disclaimer on the on the box, like for dog's use only, dude.

SPEAKER_02 20:05

I don't know, maybe for yeah, that's crazy. Oh my gosh. Well, that's a perfect answer to our question, I would say. Yeah, that is that might be one of the wildest ones I've ever heard.

SPEAKER_03 20:17

That is funny, both funny and unexpected.

SPEAKER_02 20:19

What do you love most about helping pet parents through your job here at Fresh Patch?

SPEAKER_01 20:25

Biggest thing is the satisfaction you get from customers whenever they receive their patches, um, and also when they are finally able to train their dogs on the patch whenever they call in. Not the not the not that that case, but whenever other customers call in just to let us know that their dogs use in the grass and they're so excited to um be a part of the fresh patch family. That is just one of the best things um to hear from them, especially. We we get that a lot. I think we get that at least once or twice a day where customers don't miss a moment to tell us how much they love Fresh Patch and how excited they are to use our products.

SPEAKER_02 21:05

Yeah, that's so yeah, we definitely hear it from Yvette and stuff here, like when she gets good phone calls like that. I know you guys get those often, which is yeah, it's definitely reassuring in your position. And it just yeah, I mean, it's a feel-good call. I I experienced the same thing just looking at our reviews on the website when I'm going in and stuff and making sure you know, pulling some. I know we post some and stuff, and to see the people very stoked that it worked is just like, yes, like that that is so great.

SPEAKER_03 21:31

Oh, Clay. Do you get like follow-up? Do people come to you and say, Hey, I'm having trouble training, and maybe you give them some tips? And then the same person will call back in and be like, It worked, like that kind of stuff.

What Sets Fresh Patch Apart

SPEAKER_01 21:44

We do. So sometimes the uh you know, sometimes customers they get a little bit um impatient, yes, where they immediately after one day or two days and their dog's not using the grass, they're like, It's not working, this is not gonna work out for us. We need to try an alternative. So, in those cases, we um we do try to find out anything that their dogs are doing with the grass patch, if they're laying, playing on it, or just how they react to it. That way we can kind of tailor the training a little bit more to what their dog's doing and redirect them to using the patch. So we've done that a couple times. I know Yvette, because she's worked with dogs so many times, she um has uh almost like an encyclopedia in her head on the exact response to give to customers on when to use the ground or how to use the grass. And we've had so many success stories where they reach back out and let us know that yep, the patch worked, we're able to set up a subscription. Let's go ahead and get this started.

SPEAKER_03 22:45

Man, that's so awesome! That's so cool. I know, like you mentioned Yvette. Like, I know for me, like whenever I get like a question like that and I don't know how to answer, I'm like, I bet you Yvette knows exactly how to answer this. So I'll always go to her.

SPEAKER_01 22:59

So that's to this day. I still message her. I'll I'll see a question. I'm like, let me ask you that. Yeah, he probably knows, yeah, for sure.

SPEAKER_02 23:07

Yeah, and she with her being here, you know, so long too. She's heard, I mean, you guys have all heard the stories, but she's definitely gotten a few more, you know, over the years of just like specific scenarios and stuff. Even us on the marketing side will get DMs, you know. It's like, my dog Pete, it's lifting its leg and you know, it's just missing the patch. What do you suggest? You know, and you guys are always really on point with that stuff. So another um, you know, benefit to having humans on the on the lines and stuff, and you know, really getting that personal experience with the owner and the pet as well.

SPEAKER_03 23:39

So absolutely, and we love hearing about fresh patch success stories. So please share them with us if you can. And if you are having trouble, please reach out to our customer service. Um, you know, as you've kind of heard, if you've been listening, they do a great job of you know guiding you through the process if you have any sort of problems.

Core Advice: Patience And Consistency

SPEAKER_02 23:58

Yeah, so yeah, take that time, you know, check out freshpatch.com, sign up for subscription. We have auxiliary products like our little ad break with the treats. Here they come. You get their attention every time. So check it out. And then, like I said earlier, hit that subscribe button to our YouTube if you're listening on Apple Podcasts, Spotify Podcast. Um, and yeah, just get to know the brand a little more. Um, and like like Gabe was saying, great customer service. So if you have any questions, feel free. Don't hesitate to reach out, give us a call, chat. Um, we're here to support you with any questions you have. If you're new or you're an existing customer, fresh patch.

SPEAKER_03 24:33

If you could give one piece of advice to new pet parents, what would it be?

SPEAKER_01 24:39

Uh patience. Your pets are like your kids, they're going to make mistakes. You're gonna have a lot of accidents. So just have patience with them. That is the main thing I always tell customers you can't expect any sort of training to take overnight. It sometimes is gonna take a couple of days, maybe even up to a month, which is something that we do see sometimes with Fresh Patch. So just have that patience and um just be consistent with your training and everything will be okay.

SPEAKER_03 25:10

Absolutely definitely.

Open Q&A With The Hosts

SPEAKER_02 25:11

Yeah, we always advise we always resonate that to people at events too. It's like, especially on the puppy side of things, like you definitely need that patience with the puppy. Yeah, oh yeah. Um, overall, and then when it comes to our product too, and we always tell people, I mean, it will be better than pee pads in the sense that it is real grass, so they will be naturally attracted to it, so it makes your life a little easier, but still a lot of patience. We know we get those puppies that like to chew up the grass, you know, maybe chew up the box. So reinforcement, once again, chicken trainer treats for those rewards and reinforcing the training. Um, and then obviously hitting up our wonderful customer service for any training tips you need. But um, I think that's the best way to put it to Sarah's patience, patience, patience, patience. We even get consistency, yes, exactly. And like we have our training guides and stuff, but that is something we notice at events. It's like, ah, like they you kind of just like I don't want to say people are lazy, but like they just don't want to put in that extra effort, you know, to really get their dog trained. And it's like, no, like you're gonna have a very good dog if you just take a little extra time, you know. And and it's not, I don't know what you guys say, but I we tell them it's not that much time, like it's not like you gotta spend hours a day, you know, it's not like an eight-hour shift every day training your dog, it's consistency, 15-30 minutes a day, like they're gonna get it.

SPEAKER_03 26:28

Give it a try once or twice a day. Um, like you said, it can take a couple days, it can take a couple weeks, a month. Yeah, but if you're doing it every day and you're reinforcing the positive behavior and all that sort of stuff, like yeah, you know it's gonna happen eventually.

SPEAKER_02 26:42

Exactly. Yeah, and don't don't be scared too. If you got start getting you know a little discouraged, yes, call that customer service hotline. We got you covered.

SPEAKER_03 26:51

Absolutely, absolutely cool.

SPEAKER_02 26:53

Um, all right, we're gonna do something different here. I just thought of this, and you know, might as well try it here with you to Sarah. We want you to ask us any questions coming from since we all work together and stuff. Usually we have guests on, you know, that are partners and stuff, but not to put you on the spot, but if there's any questions that, you know, maybe funny stories or anything, I know you are in Florida, we're on the California side, so um, just to give the viewers a little bit more context of operations here and stuff and how we work at Fresh Patch. Yeah.

SPEAKER_01 27:25

Yeah, sure. So I guess I have a question. Well, for both of you, I guess. Um, since you guys do a lot of our pop-ups where you're out and engaging with customers in real time, um, what are some fun moments that you guys have had with our customers?

SPEAKER_02 27:44

The look between the two of you. Yeah. Oh man, I don't even know where to start. We've had some fun ones. Yeah. Um, first, I'll start with just saying like when we are at events and customers do find our booth, it's instant like come to our booth and just like how you were saying when they're when you get really excited that like the fresh patch is working and they love to call you and just say, Hey, it's working, and thank you. Same thing at events, like they come and like this is the best product ever. They always compliment customer service, like customer service is always they answer our calls, they answer our questions, best service around. Like the grass is always on time, delivery-wise. So, just a lot of like positive feedback um right off the bat from customers. Um funny-wise, I don't know. We get some definitely some crazy stories, or just like I used your grass and I didn't get the tray, and like I just had it on my balcony, or like, yeah, I just had it inside. Like, I don't know, just some I can't even think of any right really off the top of my head.

SPEAKER_03 28:41

I would say, kind of going off your funny call story. Um, we get a lot of people coming by and being like, Oh, this is cool, and then they'll always throw in that joke, like, is this for humans too?

SPEAKER_02 28:52

And we're like, No, no, we don't condone any human your money. If you want to buy it for yourself, go for it. But um, yeah, that's definitely a a question that has been um asked before. Yeah, another one, too, kind of on the grosser side of things. So we usually always have display patches, so like we'll have like the mini standard and large, like on our table, yes, and then we'll put XLs on the ground, and like that's to one to show off the XL, but two to have a designated potty spot for anybody that's come to our booth. And first off, dogs like will be dragging their owners to the XL. Like, and the owners are always like, What is like what and they look at us like, what's on this grass? Like, like just real grass. Nobody ever believes us. One, they think it's artificial turf, and then two, people will come up, see dogs actively peeing on it. Yeah, we have displays, and they'll go down and touch the XL to like see if it's real grass or like lift it up, and we're like why I it's like you don't see these displays on a table, like no dogs on them. That dog's just actively. It was yeah, it's just kind of crazy to us. And we tell people like, don't touch that, you know. And some people like don't even bat an eye at it. They're just like, Oh, okay, sorry.

Closing Shoutouts And Links

SPEAKER_03 30:08

It's hard to like with kids sometimes. Like you just like can't keep a close eye on them in a certain moment, and they'll come up and start touching the grass, and we're like, Oh no, no, no, like or just sit on it or something, they start playing.

SPEAKER_02 30:21

It's it's so yeah, that's kind of uh fun. Not I wouldn't even necessarily that's funny, yeah.

SPEAKER_03 30:28

Yeah, no, it's a little funny and like an absurd situation.

SPEAKER_01 30:31

It's just the PSA for the next time. Like just so anyone watches, they know next time don't go touching the grass.

SPEAKER_03 30:37

Yeah, that's the one the table ones.

SPEAKER_02 30:40

Table ones are good to touch.

SPEAKER_01 30:41

Yeah, touch the table ones, yeah, yeah.

SPEAKER_02 30:43

Yeah, that's an and um another thing too. With uh cut they'll just come and like they don't think that they can pee on the especially some events where we lay out like a lot of XLs and it's like an obvious potty spot, and like dogs will pull their owners, and then they're just like tugging them off the grass thinking it's a display, and then we're over there like, no, no, no, like that's what it's there for, like real grass potty. Like, let them have at it. Let him cook. Yeah, let him cook. So, yeah, that that's big, funny kind of stories from events. We always get rant. I mean, some of these events, there's thousands of people, so like it's just our booth is flowing, um, and we just kind of get it from all over. But yeah, biggest thing is I would say what I first started with is just shout out to you guys. I mean, we get compliments on the customer service department every event. There's it doesn't it doesn't have here, yeah. So we we really appreciate you guys. Um, you know, every department appreciates you, it's a huge benefit to a business, and I think we you guys run it very well.

SPEAKER_03 31:48

Um it's like what sets Fresh Batch apart, you know, for other companies.

SPEAKER_02 31:52

For sure, for sure. And that that is a big one too. Like when we meet at events competitors and they've are purchasing our competitor, or they have purchased our competitor, number one thing, customer service. That's what they say every time. We came we switched because of customer service, or we couldn't even get a hold of the competitor, so we switched. And it's just like there we go, boom. Shout out, shout out to Sarah and her department because they're killing it. Oh yeah. Just want to give one more shout out. Subscribe, follow Fresh Patch, check out freshpatch.com. If you want to just talk to Sarah, I mean she's busy, but like get on the phone, give her a call. Shout her up, come on, and check it out, freshpatch.com. Thank you again, to Sarah. Really appreciate you.

SPEAKER_03 32:35

Thank you so much.

SPEAKER_02 32:36

Yeah, no problem. Cool, and thanks for everybody listening, and we will catch you on the next Potty Talk Podcast.

SPEAKER_00 32:43

Thanks for listening to the Potty Time Podcast brought to you by Crush Patch. We hope you enjoyed the show. Give us a like or a follow, or show all of our real grass supplies at crushpatch.com.