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Support Group Helps Those Who Have Lost a Pet, Builds Goodwill Among Customers

Pet owner wanted to empathize with others when she grieved the loss of her own pet.

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Those who attend gather around a coffee table with a burning memorial candle

ON THE THIRD THURSDAY night of each month, customers gather at The Natural Pet Enrichment Center to find and offer support for the loss of a beloved dog or cat. Upwards of 20 people attend the Pet Bereavement Meeting, hosted by owner Christine McCoy and facilitator Margaret Coats.

THE IDEA

Help and connect customers. When McCoy lost her heart dog to cancer in 2015, the grief was overwhelming. “When Bing passed, I was devastated.”

She knew not everyone could provide the support needed. “It’s hard for some people to understand. When you lose a human family member, they get that you have to go through the grieving process. But pets are family members, too. To many of us, they are children.”

McCoy turned to longtime customer Coats, a bereavement facilitator who works for a grief center and who previously facilitated a pet loss group at an animal hospital. Their talks led to the idea of hosting a free monthly meeting at the store for those in the same situation.

THE EXECUTION

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Appoint a facilitator and promote wide. Coats stresses the importance of a facilitator, whether a professional like her or a layperson. “Without structure and someone to guide discussion, pet parents tend to rehash and not move through the pain to heal.”

Each meeting takes place at 7 p.m., closing time, in the store’s education area. Coats gives new participants a folder of educational materials and invites them to share their stories. Regulars can as well and do, especially around the anniversary of their pet’s passing.

She then introduces a topic for discussion, such as the individuality of grief. “Many people have expectations of what grief should look like and how they should cope, but that’s not how it works. Everyone has their own way of grieving, and it’s important not to compare. I tell them to move at their own pace and let the relationship with their pet define how they grieve.”

The meeting ends at 8:30 p.m., but McCoy says she often finds Coats talking outside with someone having a particularly tough time. Participants include not only customers but also newcomers who saw the event listing on Facebook or picked up a flyer at the nearby animal hospital.

THE RESULTS

Value the positive word of mouth. The Natural Pet Enrichment Center carries a variety of memorial products. McCoy doesn’t promote them during the meetings, nor does she track their sales on those nights. “I see this as another service we offer our customers. We want them to know we support them all the way through, from puppyhood to passing. That spreads a lot of goodwill and contributes to our strong word of mouth.”

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Do It Yourself: 5 Steps to a Pet Bereavement Group

  • CONSIDER HIRING A PRO. Reach out to area grief centers to find a facilitator trained in pet bereavement. Coats charges $75 per meeting.
  • REACH OUT TO OTHER PET BUSINESSES. Ask vet practices and pet sitters to help promote the meetings. Make it worth their while through referrals or other means.
  • CREATE A COMFORTABLE SPACE. If you don’t have the square footage, consider hosting the meetings off-site.
  • MEMORIALIZE YOUR PETS. Include in the meeting area photos of store pets who have passed. Invite participants to bring pics of their own.
  • CONTINUE THE DISCUSSION ON FACEBOOK. In addition to posting the meetings on your store’s page, create a group where participants can support each other throughout the month.

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