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Why this matters:there are about eight questions that make up most of what you'll ever be asked. Once you can answer these without hesitating, you can handle almost any conversation at the freezer — and hesitation is what loses the sale, more than any wrong answer.
The most common question, and usually a nervous one. Two halves, and give both.
For the dog. Dogs are built for this. Saliva kills bacteria on the way in, and stomach acid sits at a pH of 1 to 2 — hostile enough to deal with Salmonella and E. coli. That acid is doing three jobs at once: killing pathogens, activating pepsin to break down protein, and dissolving bone fragments before they travel further.
For the human. Treat it exactly like raw chicken for your own dinner. Wash hands, bowl, utensils, surface.
"Their stomach acid sits at pH 1 to 2 — far more acidic than ours, and it's designed for exactly this. On your side, just handle it like the raw chicken you'd cook for yourself."
Don't be dismissive. "It's totally fine" is far less reassuring than explaining why.
No — and that's the point. No single protein is complete or balanced. Ours or anyone's.
"No single protein is complete or balanced by itself — ours or anyone's. Balance comes from rotating proteins over time, plus the right supplements for the line you're feeding. That's how a dog would eat in nature, and it's how the range is designed."
Never use "complete and balanced" about an individual product, and never let a customer leave thinking one protein is a finished diet.
We don't. HPP is high-pressure pasteurisation, used by some raw brands to kill bacteria. The problem is that it doesn't discriminate — it destroys the beneficial bacteria along with the harmful, and takes the enzymes and nutrients with them. Most Canadian raw companies don't use it either.
The follow-up is always "then how is it safe?" — and the answer is the dog, plus sourcing and production protocols. Back to the first question.
Made in-house in Niagara, Ontario. Proteins from local Ontario farms; salmon is wild-caught BC. Human grade, from government-inspected facilities. Hormone and antibiotic free. No fillers, no preservatives.
That's a strong answer and most brands can't give it. Say it with some confidence.
Yes. The concern people have heard about is trichinella, which is essentially a non-issue in inspected Canadian pork. Our Gourmet Pork is fed exactly like any other protein.
No — and this one is a safety answer, not a preference.
Our food contains ground bone. Raw bone is soft and safe. Cooked bone dries out, hardens and splinters into sharp fragments. Even a light sear can do it. Cooking also destroys the enzymes and nutrients that are the whole reason for feeding raw.
Say the bone part first. "It loses nutrients" sounds like marketing; "the bone splinters" is a reason.
We don't recommend it. Raw and kibble digest at different rates, and mixing them in one bowl tends to cause the digestive upset people then blame on the raw food.
If someone genuinely can't afford full raw, separate meals — raw in the morning, kibble at night — is a far better compromise than mixing, and it keeps them feeding raw at all. That's a better outcome than losing them entirely.
Don't dodge this. Work it out with them: an 80 lb dog at 2.5% eats about 2 lb a day. Point them at the Feeding Calculator so they can see real numbers rather than guessing high.
Then give the honest levers: chicken is the cheapest protein, cases are cheaper per pound, and partial raw is still better than none. There's a blog on feeding raw on a budget worth sending them.
On the floor
The single most useful habit in this whole module:
Answer the question they asked, then stop. Over-answering a nervous customer makes them more nervous, not less. Give the two-part safety answer and let them come back with the next one.
