Brand Tone

Empathetic, responsible, and reassuring

Brand Values

• •Expertise & Knowledge Sharing
• •Quality & Innovation
• •Wide Selection & Accessibility
• •Customer Service
• •Experience/Longevity

Best Practices

• •Prioritize Transparency: Be open about animal sourcing (captive-bred vs. responsibly sourced wild-caught, if applicable, with clear definitions), health checks, and a clear, fair, and extended health guarantee. Vague policies breed distrust.
• •Invest in Empathetic Customer Service Training: Ensure all customer-facing communication is polite, understanding, and solution-oriented, even when addressing complaints. Avoid defensive or accusatory language. The current perception suggests a major gap here.
• •Showcase Animal Welfare Proactively: Beyond just listing animals for sale, regularly share content about your animal care practices, facility standards, and staff expertise. Videos and detailed posts can build confidence.
• •Actively Solicit and Positively Engage with Feedback: Don't just respond to negative reviews defensively. Encourage reviews, highlight positive experiences genuinely, and show appreciation for all feedback, using constructive criticism to demonstrate improvement.
• •Ensure Consistency Across All Channels: The tone used in website copy, social media, email communication, and especially in direct customer service interactions (text, phone) must be aligned. A professional website is undermined by rude text support. The goal should be to make every interaction reflect a brand that is caring, responsible, and expert.

Social Perception

To be perceived as a company that prioritizes animal welfare and customer satisfaction, and is dedicated to responsible and ethical practices.

Copy Examples

• •For over 30 years, Big Apple Herp has been dedicated to connecting enthusiasts with healthy, responsibly sourced reptiles. We believe that a happy pet starts with a healthy beginning and a supportive community. Our commitment is to provide not just a wide selection, but the guidance and assurance you deserve every step of the way.
• •Your new companion's health is our top priority. We stand by the wellness of our animals with a comprehensive arrival and health guarantee. Our experienced team takes meticulous care in raising and shipping, and we're here to offer transparent support and solutions should any concerns arise. Partner with us for a confident adoption.
• •Bringing a reptile into your life is a journey, and we're here to support you. Have questions? Concerns? Our dedicated care team is committed to providing timely, helpful, and understanding assistance. We're listening and continuously working to make your Big Apple Herp experience exceptional.
• •Meet our vibrant [Reptile Name]! Raised with expert care in an optimal environment, this beauty is thriving and ready for a loving home. We provide detailed lineage and care history where available, ensuring you have all the information for a smooth transition. View our detailed care sheets and feel free to text us with any pre-purchase questions!
• •Welcome to the Big Apple Herp family! We're thrilled for you and your new [Reptile Type]. We've enclosed a detailed care guide and a direct line to our support team for any questions as your companion settles in. Your peace of mind and your reptile's well-being are paramount to us.