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Strong, Steady Growth

A California store rules at raw food.

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Ben’s Barketplace, Roseville, CA

OWNERS: Brad & Sally Romero; OPENED FEATURED LOCATION: 2010;EMPLOYEES: 2 full-time ; AREA: 2,850 square feet; FACEBOOK: /bensbarketplace; INSTAGRAM: /bensbarketplace


A S FORMER LAW ENFORCEMENT PROFESSIONALS, Brad and Sally Romero understand the importance of partnerships. They founded Ben’s Barketplace together in 2005. To determine the best possible diets for pets, the couple work with integrative veterinarians and ask customers to answer detailed questionnaires. Such synergy has helped thousands of dogs and cats, and has grown the Roseville store into the largest independent retailer of raw pet food in California. “We sell an average of 500 pounds a day,” Brad says with pride.

Partners in Pet Nutrition

Brad worked as a K-9 officer and trainer for the California Highway Patrol. Sally also worked for the CHP before serving in the state’s Department of Justice. They point to his first K-9 partner as inspiration for their store. The yellow Labrador Retriever came to them in 1998 on a diet with much room for improvement.

“I knew there had to be higher-quality food available,” Brad recalls.

Thus sparked a passion for pet nutrition that has evolved into a focus on raw. Ben’s Barketplace has one walk-in and 20 stand-up freezers. Brands include Northwest Naturals, Stella and Chewy’s, Small Batch, Bones & Co., Vital Essentials, Instinct, Primal, Raw Bistro, Tucker’s, Bravo and My Perfect Pet.

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“Diet is the foundation for good health. We are now huge advocates of species-correct raw diets,” Brad says.

Area integrative vets regularly refer patients for nutrition consultations, which are available for free on-site and for $50 over the phone.

“It’s something we do every day. We go through the questionnaire, which covers everything from medical and diet history to activity level and grooming. We then formulate a plan,” Sally explains.

Brad adds, “Our recommendations are simple dietary solutions that cleanse the animal naturally, utilizing a proper and laser-focused nutritional protocol and supplements to achieve their optimal health.”

Their success in helping pets with cancer — including his second K-9 Nikita, a Belgian Malinois who developed hemangiosarcoma — as well as diabetes and many other conditions has led to the positive word of mouth that serves as the store’s main advertising.

“Our consultations are really our brand,” Brad says. “It’s not what we have. It’s knowing what to do with what we have. We are a nutritional consultation service surrounded by the highest quality food in North America.”

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Partners in Store Design

Ben’s Barketplace opened in Lincoln, but moved to its current location in Roseville five years later. It wasn’t until then that the couple were able to create the store of their dreams.

“In my previous career, I was a certified welder, so I designed the store and made nearly everything in it,” Brad says. “Sally was the decorator.”

His welding work can be seen in food racks throughout the 2,850-foot space as well as in the “Ben’s Bone Yard,” a standalone chew bar made from wood and steel. An exposed ceiling and concrete floors, plus painted brickwork and interior signage by artist Kristina Letson, complete the industrial aesthetic.

The owners love their design and recreated it, with help from Letson, in their recently opened second store, back in Lincoln. It also serves as the template for franchises.

Partners in Expansion

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Brad and Sally have decided that managing their two corporate stores, along with a third due in 2020, will keep them plenty busy and that all other Ben’s Barketplace locations will been owned and operated by franchisees.

“I want people who will have a vested interest in making the store the best it can be,” Sally says, explaining their decision.

Brad adds, “We’re not looking to grow too fast, though. We don’t want to be the McDonald’s of the pet food world. We want stores that will last and have strong, steady growth.”

The first franchise location, in Citrus Heights, opened in late 2018. To interest and inform potential franchises, they launched ownabens.com.

PHOTO GALLERY (8 IMAGES)

 

Five Cool Things About Ben’s Barketplace

1. FROM FAILED HUNTING DOG TO K-9 CHAMP: Born in England, Ben of Barketplace fame came to the U.S. as a hunting dog. He didn’t do so well, mouthing the ducks a bit too much. Ben went on to train as a drug detection dog. He graduated at the top of his class and partnered with Brad. The pair located more than $27 million in illegal narcotics during their time together. They also competed in K-9 trials, with Ben taking home the narcotics detection championship in 1999.

2. TEXT INSTEAD OF TALK: When customers have a question or need to place an order, they can simply send a text. The message converts via Zipwhip and appears on the store’s point-of-sale system screen, alerting employees and allowing them to instantly respond.

3. KNOW THY CUSTOMER: Brad and Sally believe that “Customers are a business’s life blood, but not everyone is your customer.” They understand that not everyone will want to spend more than they are used to for a raw or other high-quality diet. Knowing that allows them to focus their time on those who will.

4. CUSTOMER TESTIMONIALS: To promote their nutrition consultations, Brad and Sally ask pet parents to share their experiences on video for the store’s social media platforms. Viewers can learn how they helped diabetic Tyson, yeasty Rocco and overweight Odin drastically improve their health.

5. NUTRITION SCHOOL: Employees at Ben’s Barketplace take online courses to become certified pet nutritionists — the better to help itchy, fatty and otherwise unhealthy dogs and cats!

ONLINE EXTRA: Q&A for Brad Romero

One gadget

MIG welder

Favorite book

The Bible

Best advice ever given

Not everyone is your customer

Advice for a new storeowner

It’s your child. Keep it healthy through dedication, education and love.

I drive a pickup. If I could choose any car…

It would be a pickup.

What superpower would you like to have?

To save every dog in a shelter or poor living conditions.

What’s the best customer service you’ve ever experienced?

A local heating and air company. The owner gave a bid. They arrived and completed a large job in one day for half the price of competitors. And sent a qualitycontrol employee two weeks later to ensure everything was completed correctly. He found a larger error and had it fixed the next day.

Tell me about your perfect day.

A day on the beach with my dogs!

What’s the toughest thing you’ve ever had to do professionally?

Notify a family of the death of a loved one.

If your store were on fire, what’s the one thing you’d save?

My dogs

If money were no object…

I’d put another walk in freezer in my store.

Favorite job at work that doesn’t involve customers

Training customers how to handle their dog properly without poor training equipment like gentle leaders.

If I weren’t a pet business owner…

I’d be retired.

Current career goal

None

Current life goal

Longevity

Favorite store that’s not my own

The Raw Connection in Carmel Valley, CA

I am most frustrated when …

Customers believe their veterinarian is a nutritional expert.

I am happiest when…

I am with my dogs.

The thing I worry about that I know I shouldn’t

Losing my dogs

Q&A for Sally Romero

One plane ticket

Anywhere, but definitely roundtrip.

Advice for a new store owner

Know that every customer has a choice in where they shop and treat them accordingly.

Tell me about your perfect day.

Wake up without an alarm, enjoy a cup of tea at my local coffee shop, stop by my stores but not have to stay until closing, enjoy a homecooked dinner.

What’s the toughest thing you’ve ever had to do professionally?

Learn to say no to telemarketers. It’s quite easy now.

If your store were on fire, what’s the one thing you’d save?

My dogs. They are at work with me most days.

Advertising campaign I wish I’d thought of.

I’m not creative at all, so I’m quite happy to have creative people around me that can think of these things.

If money were no object, I’d do ———— to my store.

Expand it and add products and employees.

When I meet people, the first thing I notice about them is _____.

Their eyes.

If I weren’t a pet business owner, I’d be …

A volunteer at a rescue.

My hero is …

My dad. He’s my hero and my role model.

Favorite store that’s not my own

The Raw Connection in Carmel Valley, CA

I am most frustrated when …

I cannot get everything done due to time constraints.

Pamela Mitchell is the senior editor at PETS+. She works from her home office in Houston, TX, with Spot the senior Boston Terrier as her assistant.

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This webinar, held on November 7, 2019, is the second in a series from PSC discussing how retailers can establish sustainable practices in their business. Moderated by PSC’s Andrea Czobor, the webinar unveils data behind the increasing consumer demand for sustainable products, what retailers have to gain from connecting with these purpose driven consumers, and a new PSC program that makes finding these products easier for retailers.

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America's Coolest

A Mother-Daughter Duo Brings Southern Hospitality, Design Flair and an Eye For Unique Products to a Pet Boutique

They made their dog boutique an extension of the customers’ homes.

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Southern Barker, Lexington, KY

OWNERS: Leslie Stewart, Sarah Stewart; URL:southernbarker.com; OPENED FEATURED STORE: 2017; EMPLOYEES: 4 part-time; AREA: 1,002 square feet; FACEBOOK: southernbarker; INSTAGRAM: southernbarker


LESLIE AND SARAH Stewart embody the spirit of Southern hospitality. The mother-daughter pair are warm and welcoming, helpful and kind. It comes as no surprise that their dog boutique in Lexington, KY, shares these characteristics.

“We want our customers to feel like Southern Barker is an extension of their home,” Leslie says. “We always try to make them feel comfortable, cared for and respected.”

The duo does exactly that with a combination of stylishly rustic decor, inclusive product offerings, and by celebrating the bond between people and their pets — all with a Southern spin, of course.

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Designing Women

When Leslie and Sarah decided to realize their dream of opening a pet store in 2017, they found an unfinished space in a shopping center. It didn’t even have a floor, just gravel. They hired Cathy Burgess Interiors to design and oversee buildout.

Daughter Sarah and mother Leslie Stewart opened Southern Barker based on a business plan Sarah forged in college.

“She helped make the vision in our heads come to life, and really helped us figure out the Southern Barker brand,” Sarah says, with Leslie adding, “We gave her tons of pictures from Pinterest.”

They also shared human stores in Lexington with their desired aesthetic: artist Rebecca Puig’s Sugarboo and actress Reese Witherspoon’s Draper James.

“Sugarboo is eclectic and rustic. Draper James has a very Southern feel to it. Both both have a touch of elegance,” Leslie explains.

Using the above influences, and pulling from Leslie’s own retail merchandising experience and home decor blogging, the three chose for Southern Barker warm flooring that mimics hardwood, a creamy paint palette and plaid wallpaper. Dark metal chandeliers cast a soft glow.

“And we use furniture instead of store fixtures,” Leslie says. “I found myself literally taking pieces from my home.” Her husband had to ask at one point, “Where’s the foyer table?’”

Displays use straw baskets, iron hooks, wooden ladders and crates, with the “Barker Bar” centerpiece offering bulk treats in old-fashioned glass candy jars.

Big Pups & Dog Dads Welcome

The Stewart family Portuguese Water Dog, Lily, served as inspiration for initial product selection — and continues to guide Leslie and Sarah.

“She was our first female puppy and our first larger dog. We wanted to spoil Lily but could not find what met our style as well as fit her large frame,” Leslie says.

Sarah adds, “We don’t deal with vendors that don’t have big sizes available in their clothes. That way, people with larger dogs won’t be disappointed when they come in and see something they like.”

Among their favorite brands are The Worthy Dog and Hotel Doggy, and stocking them has made Southern Barker the go-to store for stylish big dogs.

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“We actually sell more larger coats than ones in smaller sizes,” Sarah says.

And while dog moms certainly make up a significant percentage of their customers, Leslie and Sarah make sure to have something for dog dads, too.

“We have just as much for the dog dad who fishes and hunts as we do for the dog mom who wants rhinestones,” Leslie says.

Camo-print collars and leashes from Finnegan’s Standard Goods, stuffed ducks and pheasants from Fluff & Tuff, plus collapsable bowls and other gear, are good sellers.

Of course, Southern-themed products are scattered throughout the boutique and regularly make up displays, such as one for the Kentucky Derby. It featured horseshoe bandanas and bow ties from Chloe & Max, a stuffed horse from Fluff & Tuff, plus Kentucky-themed T-shirts, glassware and decorative pillows for humans.

At left, all canine visitors are encouraged to pose for a pic in the dog house. At right, Southern Barker Sweet Tea squeaky toys add to the branding.

The Southern Barker Experience

Every canine customer gets a warm welcome, complete with complimentary treats and an invitation to pose in the Southern Barker dog house, after which their photo goes up on the Wall of Southern Barkers. They can enroll in the birthday club to receive a free bone and special discount, which can be used in the party section or anywhere else in the store. A “Barker of the Month” contest encourages engagement on Facebook.

“We want to make shopping with us an experience,” Leslie says. “Not for them to come in and get their dog food and say see you later. We want people to think of us as more than a pet store.”

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Helping them meet that goal are a variety of celebratory events. Breed meetups, yappy hours and a Kentucky Derby Hat Contest, just to name a few, draw pet parents and their pups, while painting parties give the humans an opportunity to socialize solo with like-minded individuals.

The Stewarts also share in the sad times with their customers.

“I got a phone call from a lady asking me about a pawprint keepsake item,” Sarah recalls. “She broke down crying on the phone, telling me about having to put her dog down. I told her, ‘I really just want to give you a hug right now.’

An hour later she walks in the door and says, ‘I came for my hug.’”

PHOTO GALLERY (16 IMAGES)

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Five Cool Things About Southern Barker

1. SCHOOL PROJECT: Sarah was a senior in college, studying marketing, when she and her mother decided to open Southern Barker. A business plan Sarah developed in school served as starting point for the store.

2. YAPPY HOUR: From 4 to 6 p.m. weekdays, customers get 30 percent off Barker Bar treats. Leslie says, “The margin on bulk treats is pretty good, so we’re not losing money. The discount gets them in the store.”

3. PRIVATE LABEL: Southern Barker has created its own treat and toy lines. Among the offerings are Barker Baked Goods Treats and Sweet Tea Squeaky Toys. The store also has begun making T-shirts, including one that says “Woof Y’all.”

4. EXPANSION: In 2019, a Louisville pet store with two locations went on the market. The Stewarts did an acquisition sale, took over the leases and rebranded the businesses. The new stores had and still have much more of a focus on food. That combined with Leslie and Sarah learning more about nutrition to help their own pets has resulted in the Lexington store now carrying 10 brands of food, including the full Answers line. Leslie says, “We’re really excited to help build the raw community in Lexington.”

5. THE FAMILY THAT WORKS TOGETHER: Leslie and Sarah split their time between the three stores, and dad John, son/brother John and his wife Alex also pitch in as needed. Grandson Elliot is literally growing up in the family business, as he spends weekday mornings with Leslie and Sarah.

 

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America's Coolest

Dog Krazy Marches Across Virginia, with a Fifth Location that Includes a “Barkery”

It started with a Bulldog…

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Dog Krazy, Leesburg, VA

OWNERS: Nancy and Chris Guinn; URL:dogkrazy.com ; FOUNDED: 2006; OPENED FEATURED STORE: 2018; EMPLOYEES: 8 full-time, 4 part-time ; AREA: 2,800 square feet; FACEBOOK: dogkrazy; INSTAGRAM: dogkrazy; TWITTER: dogkrazyva


IT STARTED WITH a Bulldog.”

Nancy Guinn says this whenever sharing the story of how she founded Dog Krazy.

“In 2006, I met my soulmate Piglet. I wanted to spend every day with her, and that’s what I did. The first store opened in 2006 and the second in 2015, the year she left this earth. From the time she was 6 months old to her passing, we spent every day working together.”

The English Bulldog continues to be a guiding force for Nancy.

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“I want to spread my love for her by helping customers provide only the best products for their pets.”

Nancy now meets that goal in partnership with her husband, Chris, who joined the Virginia business full-time in 2015. They have since opened three more Dog Krazys, with the Leesburg location opening in 2018.

Dog Krazy + Lola’s Barkery

Like the other Dog Krazy stores, Leesburg features brand colors red, black, yellow and blue. They combine with exposed brick and ductwork, wooden floors, and pendant and twinkle lights to create a warm industrial vibe. The layout caters to all customers.

“The aisles are set up so that dogs who are selective, timid, overly excitable or fear-aggressive can come in, and the dog and owner can comfortably shop without worrying about another dog approaching too quickly,” Nancy explains. “We purposely added corners and aisles all over the store, so that owners whose dogs need more space can tuck them away from another dog (or owner) who doesn’t have the best manners.”

Leesburg boasts the company’s first on-site bakery, Lola’s Barkery. She chose the name for two reasons: Lola was Piglet’s puppy name, and Lola means “grandma” in Tagalog, a nod to Nancy and her mother’s Filipina heritage.

The couple chose the location, in the open-air center Village at Leesburg, because Nancy’s parents live nearby, and she wanted her mom, Maria Powell, to be involved in the business.

“She runs the barkery, and I do the decorating, so we get to spend more time together.”

Among the menu items are traditional bone-shaped treats and ready-made celebration cakes, but the mother-daughter team surprises and delights with creations such as Doggie Nachos, Ice Cream Sandwich and Hamburger with a Side of Fries. Their custom cakes also impress, with a recent one topped with “fettuccine” for birthday boy Alfredo. Nancy completed a 500-hour program to become a clinical pet nutritionist, so customers know they can trust the ingredients.

The Dog Krazy Way

Nancy handles product purchasing, human resources, bakery operations and marketing. Chris tackles finances, expansion and “everything and anything else the stores need,” she says.

Leesburg carries on the high standards the couple has set for all aspects of their company.

“No matter how much we grow, our values and why I started this business will always come first,” Nancy says.

“It’s not always about the bottom line,” Chris adds. “It has to do with what makes Dog Krazy so special and not losing that as we grow.”

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The couple tests all products with their personal pets before adding them to inventory. Once approved, products are available in a variety of ways to suit all customer preferences: shopping in-store and online, the latter with pickup in-store, curbside, local delivery and free two-day shipping on orders $99 or more.

Marketing efforts also involve the Guinn family pets.

“All photos I use are of our pets, and I invite customers into our lives,” Nancy says. “I’ve been told multiple times that my marketing techniques show the heart and soul of our business, our pets.”

To announce the Leesburg opening, dogs Stirfry Fatguy, Pork Wonton, Sushi and Tala each wore a chalkboard sign around their neck with an existing Dog Krazy location name, with pig Jimmy Dean wearing a sign that said “Dog Krazy 5 Coming Soon!”

Grooming appointments at all five Dog Krazy stores are by two-hour appointment only.

“We groom our customers’ pets from start to finish so that they are not sitting in a kennel all day and so that they can get back to their owners as quickly as possible.”

All employees go through Whizbang Retail Sales Academy, and the couple recently created a training manager position and promoted from within.

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“Her job will be to teach all new employees the Dog Krazy way, to make every customer feel like they are a part of our family,” Nancy says. “Because they are.”

Building on the Success of Leesburg

Lola’s Barkery and a recently added on-site bakery at the Stafford location provide treats and cakes to all Dog Krazys. When considering their next expansion, Chris looks to the newest store.

“It’s been successful, and our customers love it. When we open our next location, we’ll make sure that there’s enough space for a bakery in there as well.”

PHOTO GALLERY (8 IMAGES)

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Five Cool Things About Dog Krazy

1. VIPP FB: Dog Krazy has one Facebook page for all of its locations, but it also invites customers to join the Very Important Pet Parents private group for their home store. Nancy says, “It helps us offer different specials at each location, to help with items that may sell well at one but not another, along with featuring items that we may have at one store but not another.”

2. 49 PERCENT: Nancy made her business relationship with Chris as official as their personal one earlier this year. “Dog Krazy had always been 100 percent owned by me. For his 40th birthday, I had a cake made that said ‘Happy 49.’ When he asked why, I told him I was signing over 49 percent of the company to him — my accountant said one of us had to keep 1 percent more.”

3. AWARDS GALORE: Dog Krazy won 2019 Best Multi-Unit Retailer at the Retailer Excellence Awards at Global Pet Expo and 2018-19 Retailer of the Year in the Marketing category at SuperZoo. The stores have also won multiple local “Best of” awards.

4. HAPPY STAFF: Nancy says, “I recently had an email from another business owner who said my store is one of the few places he frequents where every employee is genuinely happy to be there. It is the best compliment I have ever gotten.”

5. EXPANSION BEYOND DOG KRAZY: Look for Lola’s Barkery treats and cakes to be available wholesale in 2020.

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America's Coolest

Partnering and Pop-Ups: A Downtown Store Extends Its Customer Base Through Creative Outreach

Owners Ben and Lisa Prakobkit balance their slick store with warm smiles and genuine sit-down friendliness.

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The Modern Paws, Tampa, FL

OPENED FEATURED STORE: Dec. 26, 2018; FOUNDED: 2014, ran an e-commerce store from home; 2015, expanded to sublease 200 square feet of a neighborhood grocery store; 2018, opened brick-and-mortar storefront; EMPLOYEES: 1 full-time, 2 part-time ; AREA: 1,628 square feet ; FACEBOOK: themodern4paws; INSTAGRAM: themodernpaws


Midwesterners Lisa and Ben Prakobkit brought their heartland ethos to Florida’s Gulf Coast.

TO UNDERSTAND WHY TWO Midwesterners thrive at The Modern Dog in Tampa, FL, you’ve first got to get a feel for the Channel District, where you’ll catch an occasional celebrity sighting in the midst of wild dolphin cruises, maritime oddities and the Amalie Arena. It’s a small community inside a busy district of young renters, out-of-towners and business professionals.

Tucked in the highrises of Florida’s Gulf Coast, The Modern Paws is a warm and friendly surprise, with bright lights and soft pastel accents. Owners Ben and Lisa Prakobkit balance their slick store with warm smiles and genuine sit-down friendliness.

“People come visit us very often,” Ben says. Customers come through every other day to pick up a quick treat or say hi. “It gives us a chance to ask, ‘How is his foot doing?’ and ‘How long did the treat last?’ I think it makes a big difference. When you can have a great conversation, just hearing about their day, it shows more of a family and friend community versus just a store.”

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To beat the big-box stores and online competition, they offer free weekday delivery and get out into the community every chance they get. “In this day and age, it’s about who you work with,” says Ben, who is originally from Chicago. “It’s not work, it’s connections. The community, at the end of the day, will support.”

The Modern Paws grew from an e-commerce site that delivered pet food throughout the Tampa Bay area to a grocery-store partnership.

“The owner of the grocery knew what we were doing with the e-commerce side of things and said, ‘What if I sublease some square footage to you from our store and you could sell your product out of the store?’” he says. “And we were like ‘Yeah, that’s wonderful.’”

The day after Christmas 2018 they opened their first storefront — 1,628 square feet — and it’s become a popular pet store and grooming spot for Tampa Bay’s young and mostly childless crowd.

Friends and Neighbors

The couple is from “up North,” and Lisa’s Michigan friendliness is warm even in Hillsborough County, a neighborly area often voted one of the best places to live in the bay. “Even here people are like, ‘Wow, you’re so nice,’” she says. “We’re Midwest people, and we are definitely different, even though we’ve been down here eight years now.”

Their dedication to community outreach has helped them develop good relationships in the neighborhood, where they both live and work. Even though it’s a young crowd that loves to shop online, they get repeat customers because people want to support a local business.

Their store is in a downtown location, so they take their show on the road, working with rescues and showing up at apartment complex popups and dog park grand openings to share food and treat samples, chat with friends and let people know The

Modern Paws is out there, offering free delivery to anyone in the county.

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“That’s how we let them know we’re located here, and that we do grooming, have self-dog wash and do delivery,” he says. “It’s just getting to talk to the residents.”

In December, a miniature of The Modern Paws opens in a PODS moving container at a holiday festival.

POD People

Every year in December, around the anniversary of their store opening, the Prakobkits pack up a best-selling selection and set up a tiny pop-up at Tampa Bay’s popular Winter Village festival.

As the temperature hangs around 70 degrees, the city gives this palm tree paradise a snowfall feel with an outdoor ice skating rink, holiday concerts and Christmas-themed movies. Handpicked by festival planners to represent boutique shopping in downtown Tampa, The Modern Paws is one of the select vendors to get an 8-by-8-foot moving container to build out as a satellite store. From Day One of the festival, they drew a line around the block.

“The moving company that supplies these moving containers ended up doing an article about us and the success we’ve had using the PODS. Out of majority of the PODS pop-ups, we’re probably one of the busiest,” Prakobkit said. The tiny space can fit about two dozen shelves and a few standing displays, but not much else. It’s 1/25 the size of their brick-and-mortar store. “It’s 64 square feet. We’ve mastered the small space.”

Owning the Phone Tech

People who live in the area are younger professionals who more often have pets instead of kids. “They’re tech-savvy. They shop online,” Ben says. “We’re that type of customer, too, and when we price things out we keep that in mind.”

They counter the one-click ease of Amazon with their own perks, like same-day delivery Monday through Friday. “It’s hard to beat. However we do actually beat it — we have a lot of our customers take advantage of that,” he says. They also offer frequent-buyer programs, rotating discounts and buy-one-get-one sales.

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“Our big thing is nutrition. When we’re able to help pet owners get their dogs healthy or keep them healthy, it’s a rewarding feeling,” he says. “When people say, ‘The new food really took care of all the skin allergies’ and things like that, it’s definitely a good feeling.”

PHOTO GALLERY (11 IMAGES)

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Five Cool Things About The Modern Paws

1. Stories as a Secret Weapon: A silly skit or a quick talk on nutrition in an Instagram Story brings in a ripple of business. “We try to spice it up and do a few different things,” Lisa Prakobkit says. “We don’t want to bombard them with dog pictures.”

2. Four-Legged Foot Traffic: Located in the bottom of a residential building, The Modern Paws draws in almost every dog in the building. “We have dogs that will literally pull their owners to the store,” Ben Prakobkit says.

3. Phone-Friendly Tech: In a nod to clientele who rarely put their phones aside, customers can instantly book grooming appointments with a swipe up on the store’s Instagram Stories. Because their customers prefer to text, they’ve developed communication streams through text rather than calls.

4. A Tiny Staff: The small but mighty staff includes just two part-timers outside the groomer and two owners. Everybody has a specialty, like training or creating great social media content, and the size gives shoppers consistency in staff. “Customers get accustomed to seeing familiar faces when they walk in,” Ben says. “You can refer back to something you talked about in a previous visit, and it makes them feel like, ‘Wow, they remember me.’”

5. Huge Online: The store’s website is clean, fast and easy to navigate. Customers also check out products online before shopping in-store, or opt for same-day delivery in the area. For those farther away, The Modern Paws offers free nationwide shipping.

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