Episode 3 The Farm Fixer

Small farms and rural businesses are in crisis.

We've put our life savings into what we're doing.

A tough economic climate and depressed agricultural markets

are bringing the countryside to its knees.

If we get a very bad year, we'll just have to go bankrupt.

'I'm Nick Hewer, and I'm returning to my Northern Irish roots...'

It's my country. What are you doing here?

I'm from Nebraska, I've never heard of Ballyclare.

'..to help these farms and rural businesses diversify.'

I'm no farming expert, but I do know

what it takes for a farming business to survive

in these tough economic times.

You deal with the horse,

shoot the horse yourself.

Every time I come to Northern Ireland, I put on a stone.

-Can I offer you a scone?

-Can we call you Nick?

And every now and again, there must be a reality check.

The Chinese are very good at this sort of thing.

And that's where I come in.

I'm on my way to meet Ian and Karen at their pet crematorium.

They're about to splash out £35,000 on a horse incinerator

but is there really, really a market for that?

Ian set up the pet crematorium 11 years ago,

and currently it operates under the family banner, Craigycor.

Have three brothers, Robert, Alan and John,

and the farm, we let it out to a dairy farmer up the road.

The crematorium opened in 2000.

One of Ian's vets asked him about starting a crematorium.

They said there was a need for it.

Ian worked very much for the family kennel business,

that was always the main business,

so the crematorium was always a sideline,

we worked maybe two days a week at the crematorium

so it was never pushed.

Ian's brother Robert looks after the Craigavon dog pound,

the kennels, the cattery, the pet shop

and the grooming parlour all on the same site.

He's good enough, he would see to customers.

If a private cremation came in through the yard,

he'd see to those people if we're not about.

At the minute, I don't earn a wage. I gave up work.

So, I mean, eventually, I'd like that I could earn a wage

and work for the business part-time or full-time, or whatever's needed.

And with a burgeoning business, a world of wildlife

and a young toddler, they've got their hands full.

I'm very, very involved in animal rescue -

rehomed about 500 dogs and cats and guinea pigs and ferrets

and rabbits and pigs and whatever else needs it.

That would be my passion in life.

I would give everything, Ian will tell you

I'd give my right arm if it saved an animal's life, I wouldn't mind.

But the crematorium's important as well

because I know that I have such a strong bond with my animals

and when they die it kills me. It's totally and utterly devastating.

I feel that for other people. There's times people come in

with their cremations and I cry with them. They cry and I cry too.

So is this emotional couple strong enough for the business of burning?

People have horses 20 years plus

and to see them being taken away in the back of a lorry...

-The knacker's yard.

-..to the knacker's yard, it isn't nice.

And can they make animal death, equine or otherwise, profitable?

Can they turn ash into cash?

Hello. Karen, how are you?

-Hi, Nick.

-I'm Nick. Ian, how are you?

-Nice to meet you.

-So this is it, Craigycor?

-It is.

Many businesses - kennels, cattery,

grooming, pet shop and your business, which is the crematorium.

-Yes.

-You've got big plans, I hear.

-Yes.

-Big enough to take a horse, is that right?

-Yes.

-Indeed.

-Can we go in the warm?

-Yes.

-I'm freezing.

'In pursuit of warmth and facts,

'I enter the Craigycor comfort chamber, the quiet room.'

What happens if you bring in a pet that has died,

we meet you in the yard, and we invite you in here to the quiet room

and spend some time with your pet.

And how do they find their way to you?

Well, off our website. A lot of it comes word of mouth.

Veterinary practices would recommend us.

My dog, my beloved Jasmine, is actually about 11,

so we're beginning to think about death.

So I go to the vet and say, "This poor old thing is at death's door,

"I think it's time to put her down." How would he do it?

A vet would do it through a crematorium as well.

-Would he?

-Yes.

-It's not a local government thing?

No, no. The vets do it through a crematorium as well.

And basically you have two types,

you have communal cremation or a private cremation.

What about the cost?

We have dogs and cats - that's the volume of business, I guess.

-Cats, dogs, parrots, rabbits, guinea pigs...

-Parrots?

Parrots. We've cremated lizards.

Lizards? That can't have taken long to incinerate.

Still takes three-and-a-half hours,

doesn't matter what size the animal is, yeah.

And what would you charge, then, for my dog?

You're talking £65, then, for a basic cremation,

which is a private cremation.

Depending what way you want the ashes,

a scatter tube is your cheapest option, they're £5,

and then you can start going for these.

£70 would be your cheapest option.

Your dearest option would be about £105.

'So, Jasmine tubed up - £70,

'popped in a casket - £105. Hmm, bargain.'

I've always rather thought the Ulsterman was quite stern,

slightly mean and has a fairly hard heart.

And yet you've got a thriving business

on people who love their pets so much. Am I wrong?

Ian and I both love our animals an awful lot. Ian will go to a vet

and a vet will say a kitten came in to be put to sleep,

its owner didn't want it, and he'll bring it home and we'll rehome it.

People laugh and say, "You'll never make a fortune," but...

-That's how we started.

-We're happy doing what we do.

I come from a fairly pragmatic animal family.

My father was a vet and his father before him

and so it was that when he retired, he shot his dog.

And my mother said, "Where's the dog?" It's a true story

and he said, "I can't afford a dog now I'm retired," so he shot it.

'And with that tale of rural mortality,

'I leave the confines of the comfort suite

'and step out to explore what Craigycor has to offer.'

Surrounded by shrieking shih-tzus and yapping hounds,

it's no surprise that Ian and Karen lack focus.

They're big on charity but small on profit.

Forget rescue animals. Can I rescue this charitable duo from themselves?

And what of the burning question -

can they cope with the business end of the business?

So you've got two incinerators here,

the horse incinerator will go where, do you reckon?

We're hoping it will go in here

-and we'll take away one of these incinerators.

-This one is for...

This one is for solely private cremations, so there's only one body in this at a time.

-And this is the...?

-And this is for group cremation.

You can fit a good-sized dog, even a small pony, it's quite a big chamber.

-Pony?

-Yes, a small pony or sheep.

And they get up to what sort of temperatures, then?

1,800 degrees.

-A German shepherd...

-Yes.

-..would take how long?

An hour-and-a-half.

Have you calculated the fuel costs per hour-and-a-half?

Yes, it works out about £15 to £20.

-Is it?

-Yes.

-As much as that?

How much are you charging?

50 for the small cremation and...

-50?

-Yes.

-Of which 20 goes on fuel.

-Yeah.

-It's too much.

-And fuel costs are going up all the time?

-All the time.

-So your margin's decreasing?

-Yes.

-You're under pressure.

You can't exist on thin air just because you've got a big heart.

-Yes.

-That's it!

-You've got to put bread on the table for little Adam.

-Yes.

-That's it.

That's lively incentive indeed.

To make the business work,

they're going to have drop the heart and put on the head.

At the moment, there really isn't a business there, it's a charity.

And it's some sort of family enterprise.

If they want to actually turn it into a business

and make a future for themselves and their little boy Adam,

they'll have to start marketing it properly,

and where should they market it?

Straight down the throat of the veterinary practices

because that's where their volume is coming from.

'Can a local vet and a local livery yard

'help them put food on the table?'

We've had no pet crematorium come around soliciting business at all.

-None of them?

-No.

Hmm, somebody is missing a trick.

What sort of service would you expect now?

We kind of see it as an extension of ourselves

because that's what the client thinks.

You want a nice, clean, professional front of house

and above all, you want respect for the owners

because they've been through a hard time

and you want them to spend a bit of time with them

and basically put their minds at ease.

'So that's what the vets require, but what of horse owners?'

-This is sort of the pet end of the equine industry.

-Yes, it would be.

And I guess that from time to time, sadly, you lose one?

Unfortunately, yes.

How do you dispose of the remains?

In 2003, the EU brought in new legislation to say that

all animals had to be taken away.

So they come in a bin lorry type device,

they hoist the animal with a crane into the bin lorry

and take it away then to whatever plant it goes to.

So is there a market for a crematorium for horses?

I would imagine so, yes, I have spoken to some of our clients here

and one of the girls who lost a horse a few years back said

if the facility had been there at the time, she would have used it.

-They'll find the money.

-They'll find the money, I think they will, yes.

'Fuelled by my findings, I speed to Craigycor

'to point Ian and Karen on the pathway to profit.'

What struck me as remarkable

was that this particular veterinary surgeon

is never approached by anybody in the pet crematorium business

saying, "Use us."

There's an opportunity there

for you guys to get together some sort of mailing marketing programme

and make sure they know about you

and that they're going to send you business.

Also, move out of that yard with dogs barking, and there's a shop

and there's a grooming parlour and people coming in with bouncy dogs

and your customer is carrying the dead remains.

Not quite right, is it?

Your quiet room is quite small, it's a bit cheerless, isn't it?

It's not very comforting. And that's the face of your business.

You two are great. The room is horrid.

-Yeah.

-You might even think of one of those wooden chalets,

and put it quietly up in the garden.

You should view the cremation as just the beginning of the process.

When you go and get your hair done,

it's not just a question of having a haircut, is it?

They say, "We think really you should this try this particular sort of conditioner,

"and have you tried this shampoo?" That's up-selling, isn't it?

What I urge you to do, cos I did it last night,

is get onto the American site.

You would not believe what's going on in America.

Mind you, they do love death over there,

they make a real meal of it, quite frankly!

Have a crack at it. Horses?

How much more elegant would it be if the horse comes out of the box

and you say to the owner, "Say goodbye,"

you take it around the corner, you can shoot the horse.

I think that's a nicer way to deal with these things.

It is a possibility.

You deal with the horse. Shoot the horse yourself.

Let me just summarise, now, in bullet point form, really.

Attack the vet market, give the owner a choice,

move out of that little quiet room,

maybe a chalet in the garden, with a little path up to it. Horses?

Install the big horse incinerator, but also consider getting a licence

so that you deal with the horse

while you look after the owner. What's wrong with that?

Listen, I'm coming back in the spring.

It's all action from this moment on.

There was a few comments he made, a wee bit to the edge,

-but he was truthful.

-He was justified in everything he said.

It is something... I do need to get my business head on,

stop ruling with my heart.

Are Ian and Karen capable

of dropping, you know, the sentimental side of this

and turning it into a business?

There is a business there, I have no doubt about it.

By autumn, we will be moved fully

-and we'll be completely away from Craigycor, name and everything.

-Yes.

To ignite Ian and Karen's business passion,

I send in brand consultant

Mark Thompson, who is consumer-focused.

Now, what they're buying is your compassion and your care

and the way that you do your business,

not just what the business is.

That's the direction I've tried to take with the naming.

The word is Farewell.

The word that I think we need to put in front of that

and which turns it then into a brand name

is very simply Pets Farewell.

It's simplistic and it really is fantastic, so it is.

In addition to that, what you might also need are tag lines or slogans.

It could be something about treasured moments lasting for ever,

it could be peace for pet lovers in times of sorrow.

Putting it together with those,

I have to say I feel myself welling up reading through those.

I was thinking, "Don't sit here and cry, please,"

but it's lovely, it's so, so nice, it really is.

So, the new brand and the new tag line - what's next?

There are some practical things they now need to do,

secure the web addresses, make sure the trademark is enforceable.

We need to get our log cabin

and get that sorted and instated and ready to go.

I'm making enquiries at the minute about getting a gun

for the purpose of, you know, humanely putting a horse to sleep.

I left Ian and Karen with a long list of things to do

and six weeks later, I'm back to check on progress.

Today's burning issue is the pet crematorium business

and I'm off to Moira to see Ian and Karen.

Have they made caring commercial?

DOGS BARK

You've built the quiet room, the chalet of solace.

I can't hear myself think over those dogs.

-How are they...? Are you going to quieten them down?

-Yes.

You ought to have a tranquiliser on the relevant days, really.

We're going to plant hedgerow all along here,

-so that will cut out...

-Really?

-That will be done in the next two months.

-Along where?

-Right along this side over here.

-Sort of leylandii things?

-Yeah.

-Tall?

-Yes, big and strong

that will block out the kennel view as well.

We're going to plant laurel, I think, along here.

Laurel? That's a good funereal sort of plant,

-yew trees have often favoured in graveyards.

-Yep.

Shall we have a look inside the chalet of solace?

It's an empty canvas, I guess,

-and the floor?

-We have a few different options,

we've had a few guys out the last week giving us quotes and stuff.

We need a very expensive lino

or something like that that's wiped clean and hygienic.

-Because of bodily fluids.

-Bodily fluids would spill from animals, yes.

Where will the loved one - let's call it the loved one - where will that go?

We'll have the table over here, so you'll be able to lay your pet out,

-so they'll be able to see out the window.

-Got a bit of a view.

Heating in the winter - I mean, animals die the year round.

-We have ordered a burner for the side.

-A burner, a heater burner?

-A heater burner, yes, a cast iron stove.

-Good.

I'm impressed with the chalet, the relocation and the signage,

so we take the path of no return to branding.

PetsFarewell is great, perfect, says it all.

-What's underneath? "Pets and horse crematorium."

-Yes.

Brilliant, so you've got the branding.

That looks like a leaflet to me. Let's have a look at this.

We've got a hamster, or is that a guinea pig?

-A rabbit.

-A rabbit, is it? OK.

You know these things, they all look the same. No prices?

-We didn't put pricing on these ones.

-No prices.

When we go through a veterinary practice,

-the vets make their mark-up on it as well, obviously.

-Yeah.

And these are the caskets?

Those are made for outside,

so you can keep the ashes outside as garden ornaments

rather than have to keep them in the house.

And the website's up and running, I hear. Let me see.

I do like the name.

"Treasured moments last for ever."

"Same-day crematorium. Contact us. Find us."

So you have a map here.

I think you've made great progress. Are you pleased with yourselves?

Yeah. We are, yeah.

-We talked about the horse, shooting the horse.

-Yes.

I'm still waiting to go and do the course.

-So you're going to do it for real, huh?

-Yes.

That's going to be tricky for you.

-I'm not looking forward to it, but...

-I can imagine,

you'll be uncomfortable but it's all part of the business.

I'd like to see what you're going to do with all your marketing material.

Will you be able to sell it into the public?

Today you're going to deal with the consumer, the pet owner,

in the middle of Belfast,

selling to somebody who will one day have to get rid of the dead body.

I'm sure they'll rise to the challenge,

given what they've achieved so far.

Separating heart from head - that was my concern when I last saw them.

Now Ian is going off to learn how to shoot horses in the head.

That's progress.

In this shopper's paradise,

can Ian and Karen make PetsFarewell the creme de la creme of crematoria?

Girls, have you got a couple of minutes?

We're not selling anything, I promise!

We're called PetsFarewell. We've been going about 14 years.

-Do you have pets yourself?

-I have a cat that I could kill.

They've got to realise this is a joint venture,

they've both got to pull their weight

and at the moment it's Karen that's doing all the chat.

Lily's ashes are in this. She died three months ago. She was 17.

Ian's holding back. That's got to change.

What is so heartening

is that they're prepared to talk about money,

about the cost of their service,

which is excellent because so often people shy away from that.

£80 for a Jack Russell.

And that's in this with your engraving, as well. A cat's 55.

But, and it's a big but,

would Karen stop talking about her pet rescue charity?

That's not what this is about.

We just adopted a 16-year-old yorkie from Carrickfergus dog pound

who's blind and deaf.

-Out of your comfort zone a bit - this is a first.

-Way, way out.

-How are you getting on?

-Considering I like talking so much,

-it's been very, very hard.

-It didn't look difficult, to be honest.

It's a joint business venture,

so you've both got to get in and sell together, it's not just Karen.

-Karen's good at it.

-You've both got to talk.

-Yes.

So what was the general reaction?

A lot of people were surprised that you could cremate an animal.

We spoke to one lady that's got to make a decision to have her dog put to sleep

and she said it's a very hard subject and she took one of the leaflets.

You gave her a leaflet? I'd take her number!

Ring her on a weekly basis, see how the old dog's doing.

A lot of people were saying that

they had paid sort of in excess of just under £200,

they paid double the fee what we would charge directly.

Maybe you're charging too little. And tell me one thing -

why are you spending so much time talking about your charity?

That's not why we're here.

It's just easy to keep chatting.

But sometimes it's a soft lead-in.

Talk about the charity and then bring it round to PetsFarewell.

We did a few times, we sort of tried to say, "We have rescue dogs..."

-She's a chatter, this one.

-Yeah.

-What?

-I am.

-That's why I married her.

Next morning, I rouse the happy couple early

and to make sure the equine business isn't just flogging a dead horse,

I arrange to meet Ian and Karen under the shadow of the Mournes.

-Good to see you.

-You too.

-Good to see you.

You probably wonder what on earth you're doing in a foggy car park.

You're here to saddle up, mount

and take your PetsFarewell equestrian business into a canter.

What does that mean?

It means you've got to get in amongst these people here.

Every one of these people has got at least one horse.

-And they age and die, and you need their business.

-OK.

And don't leave it all to this young lady either.

-OK.

-Not all down to the missus, you've got to chat too.

I'll be watching you.

Guys, have you got a couple of seconds?

Can I give you one of our wee leaflets?

We've just opened a horse crematorium.

People get very attached to their horses,

they usually keep them to a ripe old age.

As such, I think they would really appreciate

having your facility to have a crematorium for them.

I certainly would have when my horses came to their end.

It's something you don't want to think about

but we always say it's better to be prepared.

Have a wee read through that and see what you think.

I was speaking to a lady down there.

She was saying when you have the horses so long, 20, 25 years plus...

-They are pets.

-They are pets.

-They definitely are pets.

-They are part of the family.

It's almost like losing a member of your family.

Well, this mare's a family pet as such, really,

and we'll have her to the end of her day,

and the idea of sending her away...

-It's the hard bit.

-..isn't really what we want.

-These people are so fond of their animals.

-Yes.

They want to do the very best for them

and I think what you're doing is that.

I've been watching you both, particularly you, Ian,

because initially, of course, you were very shy but you broke through

and when you broke through, actually, you were very, very good.

So what I want you both to do, particularly you, Ian,

is to get around all the veterinary practices selling in PetsFarewell,

because that's where the bulk of your business will come from in the future.

And another thing -

when you've got the chalet of solace painted up and furnished,

you've got the horse incinerator in,

everything's ready, the new brochure too -

then you're going to have a big open day,

and I'm coming back for it, yeah?

While I'm back in London,

Ian and Karen take delivery of their horse incinerator.

We have a guy out today to install the new incinerator

and he's going to show us how to work it and how to use everything.

He's going to plumb it up to oil

and get everything wired up for us and ready to go.

Da!

I'm relieved that it's here.

We're going to move it over there and we'll be more delighted

when the hut is made and enclosed and out of these conditions.

It sort of feels like it's all coming together now, slowly but surely.

It's been really scary. It's been really, really scary.

I kind of think after we've spent the amount of money we've spent,

I hope it's going to work.

We've had quite a nervous couple of weeks.

It's been hard going.

Near tears at times, I'm being serious,

it's just, once we get this into the hut,

then we can just concentrate on getting the customers.

We've put our own life savings into what we're doing.

We've self-funded this ourself.

So it's scary, too, thinking, "Is it going to work?

"Is it going to be viable? Is it going to keep us going?"

You know, what we need it to do.

The thing more stressful is, you think it's going to take two days

and it works out two weeks.

You know, you maybe do a couple of hours here

and a couple of hours there, and it's just...

It's just stressful.

One month later, to help lighten their load,

I arrange for Kevin Spurgeon

of the Association of Private Pet Cemeteries and Crematoria

to pay them a visit to make sure that everything is as it should be.

I mean, one of the things with the association

is the code of practice we have.

That's one of the things I'm here today to go through

is to look at what you're doing here - how you're describing everything,

making sure that the service carried out meets the standard.

The pets are alone in the chamber?

-Yeah.

-All their ash comes out?

-Yeah.

And prior to any other cremation taking place afterwards,

-so all their ashes are collected first?

-Yes.

Effectively, if you can operate as if

the pet owner was standing by your side at every stage of the process

and you would be happy for them to see anything you were doing,

then you can't go too far wrong.

It's quite obvious they care for the pets they look after.

They just need to look at refining the service,

improving the facilities,

which they've got intentions to do, which is brilliant.

So what I'd like to do is invite them over to my crematorium

and they can have a look round.

Three weeks later, they find Kevin Spurgeon's Dignity in Hampshire.

Hello, guys, how are you doing?

-How are you?

-Pleased to see you. Thanks for coming over.

Started 21 years ago by Kevin's parents,

Dignity now cremates 5,500 animals per year

and people spend between £150 and £200 per animal.

This is the cremator room.

We've got two cremations ongoing at the moment in here.

I'll show you inside.

This is a hot half machine,

which is what most of the human machines have.

-Another thing was the cremulator.

-Yes.

-What we tend to do first

is we reduce the remains down a little bit finer.

OK, so all out.

Start.

Makes life a lot easier. The majority will fall straight in.

As ever, adapting,

radiator paintbrush for just getting around into the crevices,

just means you can get all the ashes out in a quite easy way.

People are paying for your attention to detail.

And for Dignity, detail is key.

We're able to get all the remains out with relatively little fuss.

Very simply, we just have an ashes container

and then we're going to remove the remains using a half rake,

so very much like humans do.

A lot of human crematoriums use that half rake, that would be it.

What we have is a wetted brush,

which we can remove the rest of the remains,

so we know that chamber is pristine.

Kevin continues his tour

and shows Ian and Karen the customised hearses, the cool room

and the garden of remembrance, where pets' ashes can be scattered

before offering some vital advice to the pet crematorium couple.

You've got your customers and you've got your clients.

You've got veterinary clients

and you've got your physical pet owner customers.

Connect with the pet owners.

I have thoroughly enjoyed myself.

It's been one of the best days I've ever had.

Joyous junkets are one thing,

but I need Ian and Karen to sell their business to the local vets.

Hi, I'm Karen Matthews from PetsFarewell.

-Thanks for taking the time.

-How are you doing?

-I'm Karen Matthews from PetsFarewell.

-Nice to meet you.

-I'm Karen.

-Welcome to City Vets.

-Thanks for taking the time to see us.

This is our standard range. Then our deluxe range as well.

There's cast iron figures and they're about between £10 and £15 extra.

There's no fee for either us to come and collect bodies,

if you need us six times in a week, we'll be here

and there's no fee for that, and there's no fee for clinical waste.

We also offer the service that if a customer leaves the body

and want the ashes back quicker, they can come and collect them

directly from us and we still bill you for it.

This is our price list. We've recently just rebranded.

We've been running for 15 years.

Brought some of the newer pieces. These are the wee Eden caskets.

The Eden casket? I like that.

-Aren't they really nice?

-That is very nice.

And that's the dark wood there as well.

We offer complimentary fur clippings.

We're also now able to do paw prints,

which is amazing and has gone down really well.

Those come in black or white

and again, all different sizes depending on your needs.

It seems the complete package.

I'll have a little look at the prices and see

if we can maybe do some business.

Thank you so much for your time.

Ian's right. Karen can talk.

Somebody's got to.

I'm on my final journey to Moira to see Ian and Karen.

Today they launch PetsFarewell, their crematorium business,

and I hope they've got everything ready.

One of my horses is a 24-year-old gelding,

so I may well be in the market for

a place like this in the coming years.

Things have certainly changed.

Look at this path here, trees, a little statue. Very good.

Oh, my word. Wonderful.

Big change. I could take my holidays here.

And these are all the products.

Then we've got the caskets.

When do you actually start talking about money?

We usually take payment after everything's been sorted

-when they come back to collect the ashes.

-Really?

They don't get the ashes until they've paid, I guess.

I'm not going to hold you up

because this afternoon PetsFarewell gets its official launch

and you've got a lot to do. Go on, off you go.

No problem. Thank you.

It's just so nice to have somebody who understands

what the devastation is when you lose your pet.

You put every bit as much into each pet as you would put into any child.

It's devastating when you lose one. You maybe have them 15 years.

You wipe over the paw, put the paw onto shiny paper and blow on it

and it comes up with a perfect paw print.

We've tried it with a few of my cats and dogs

but it's not as easy when they're alive.

It's hard to get them to sit still.

I don't know whether they'll consider it,

maybe bereavement counselling or something in the future

would probably be a wonderful thing too.

So here she is - the horse incinerator.

Is this the permanent place for it?

No, it'll be installed over in the yard.

And there'll be a building fabricated round it.

But you need to get this thing fed,

and how many horses can you turn to ashes in a day?

-One.

-One a day?

At the minute, one a day by the time it cools down.

-And that's maybe £600 a day.

-Yes.

Do five of those a week, you'd be all right, wouldn't you?

-£3,000 a week...

-It would be good if we could.

-Yeah.

-You're in business.

-Yep.

I'd just like to thank you all for coming today.

This is our official opening today for PetsFarewell.

It's been a busy few months for Ian and I,

so we're just hoping things continue to go good

and thank you all for being here.

Well, here we are at the end of a very successful launch day

due to all the energy that Karen and Ian put into it.

Their newly branded PetsFarewell is up and running.

They've ignited a new business,

but now they've got to sell and sell and sell again

every day of the week.

Subtitles by Red Bee Media Ltd