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Readers give a shout out to companies that go the extra mile in helping them sell.

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WHO DO YOU LOVE? And why? No, we weren’t nosing around in your personal life with this question from a recent Brain Squad survey. Instead, we wanted to know which pet product companies go above and beyond for independent brick-and-mortar retailers — and how.

You answered! Some in great detail. A few even used heart emojis when discussing the topic in our PETS+ Community on Facebook.

We rounded up your favorites just in time for Global Pet Expo, March 20-22. Pack this issue, and be sure to visit these companies while there. Not attending? Go to the website included with each to learn more online.

One final note: This list does not include every company indies love, nor does it include every pro-indie effort by those included. Retailers, tell us about others via Brain Squad — sign up at petsplusmag.com/brainsquad if you are not already a member. Companies, help us get to know you better — email editor@petsplusmag.com.

Continuing Hemp Education

Every Tuesday, TREATIBLES founder and CEO Julianna Carella leads a training webinar for 10 retailer participants. To date, more than 500 have taken part, learning not just about the company’s hemp products but also about cannabinoid science and government regulations.

Alicia Towkaniuk, director of training for Kahoots Feed and Pet stores in Southern California, appreciates the opportunity to learn directly from Carella.

“She took the time herself to go over the basics of phytocannabinoids and the endocannabinoid system, ways that our customers’ dogs and cats can benefit from the cannabinoid spectrum and terpenes found in whole hemp oil, what goes into making quality hemp oil products and why Treatibles is a great option for our customers.

“[Carella] also taught us the proper verbiage to ensure we are sharing the most accurate information with our customers, and made sure we had the latest information on the legislation of hemp and hemp products. Team members have let me know they feel much more confident in answering customer questions about what hemp products are and how they can be beneficial.”

Jodi Ziskin, director of communications for Treatibles, shares additional resources available.

“We also support our retailers through our ambassadors and sales team, who regularly visit stores, provide in-store product demos, samples and more.”

treatibles.com

Support By Phone, Online & In Person

In addition to providing online training for retailers and in-store education for pet parents, PET RELEAF employees regularly jump on the phone to answer CBD questions.
Nancy Okun of Cats n Dogs in Port Charlotte, FL, calls her area manager, Reid Baker. She did so recently when a customer came in with a dog undergoing chemotherapy. He had lost his appetite, and his vet suggested CBD to stimulate it.

“The customer had many questions, some of which I couldn’t answer, so I got Reid on the phone. He was answering questions, the store got busy, and I had to give the phone to the customer so they could continue the conversation. It must have lasted at least 15 minutes. She was very impressed with Pet Releaf, and so was I.”

Such interactions are all in a day’s work for Baker, he says.

“This is exactly why I love independent retailers, like Nancy! Servicing them and their customer base allows us to have a stronger personal touch, helping them understand how our products can help pet companions is one of my favorite parts of the job.”

Baker also points out that Pet Releaf does not now or will not ever partner with big-box stores.

petreleaf.com

A Share of Online Sales

RAISED RIGHT PETS considers Adam Jacobson of Pet Pantry Warehouse in Connecticut and New York a partner in online as well as in-store sales. The Right Way Retail Alliance allows brick-and-mortar retailers that stock the company’s food to offer home delivery through its direct-to-consumer service. Each store receives a unique referral code and gets a percentage of purchases made with it online.

Jacobson sees the program as an extension of the customer service experience.

“For example, we have a customer who went to Florida for vacation, and her dog has a health issue that Raised Right’s food helps. Through the Right Way Retail Alliance, we were able to work with Raised Right to ship a box of food to her temporary address in Florida so that her dog could remain on her existing diet.” He adds, “Our customers have been extremely thankful for us going the extra mile to put their animal’s well-being first.”

Raised Right co-founder and CEO Braeden Ruud points out, “This is risk-free profit for retailers. Plus, the customer remains loyal to that retailer since the store continues to be part of the equation.”

raisedrightpets.com

Seasonal Offerings

In addition to releasing 20 new collar, harness and lead designs annually to encourage customers to buy several a year, UP COUNTRY offers free point-of-purchase signs and other branded materials, and polices its MAP policy to protect brick-and-mortar stores.

upcountryinc.com

DIY Microsites & Marketing

Where to buy” sections on product company websites typically include only the basics. FROMM FAMILY FOODS goes beyond that by offering each retail partner its own microsite that shows Fromm products sold, as well as a description of the store, its services, photos, videos and event listings.

“Retailers utilize an easy-to-use web portal to update their microsite, including adding events,” Bryan Nieman, brand director for Fromm, says.

The company also helps drive customers to such store events.

“The 2018 holiday season marked the second time we supported events with a special Buy 1, Get 2 Free printable coupon along with email marketing to consumers living near the event (utilizing our consumer email list). We supplied retailers with social media assets and a sign-up webpage to promote the offer with their consumers.”

frommfamily.com

Pet-Specialty Plus

PETCUREAN understands the role independent stores play in educating pet parents about nutrition.

“Shoppers are shifting their priorities to premium products, personalized customer experience and expert nutrition knowledge, giving brick-and-mortar retailers a leg up on the online competition,” says Annabelle Immega, trade marketing manager for the company. “Petcurean offers numerous opportunities for education, business planning, sales promotions and more, all exclusively available to our independent brick-and-mortar partners.”

Bill Greene, general manager and partner of Reber Ranch in Kent, WA, appreciates that Petcurean representatives not only work with employees of his stores, but also of his on-site service providers.

“Within our retail store, we have partnered with Petcurean because their food performs, and their line offers tremendous options when helping meet our customers’ needs.

“Additionally, they have partnered and supported our veterinary hospital and grooming salons with product training and tools, which really no one else is doing in pet specialty.”

petcurean.com

 

Exclusivity for Indies & More

When STELLA & CHEWY’S introduced its Raw Blend and Raw Coated kibbles in 2017, it did so only through independent brick-and-mortar retailers, which continue to have that exclusivity.

“Customers who purchase Stella & Chewy’s shop at a higher frequency,” says Molly Mulcahy, vice president of brand marketing. “With exclusivity, stores do not split visits with online or big-box. We drove over $20 million incremental dollars in independent stores in 2018.”

Other pro-indie efforts include its Red Door Retailer program for retailers above a certain distribution level. The company uses geofencing to drive customers to member stores and prioritizes them for on-site demonstrations and samplings. Members can provide feedback as part of an advisory committee. Stella & Chewy’s also invites team members to join its Stella Squad, an online training program with games and prizes.

This adorable Fetch RI customer dressed up as Fluff & Tuff toy Marge the Cow for the store’s #iamfluff event.

stellaandchewys.com

Creative In-Store Campaigns

For Halloween 2018, pet toy company FLUFF & TUFF created the #iamfluff campaign. It offered stores social media materials and free toys for a costume contest. Johnna Devereaux of Fetch RI in Richmond, RI, was one of 50 retailers who took part. “Fetch RI was having a Halloween photo fundraiser for a local rescue organization, and we were able to promote the event in a unique way because of Fluff & Tuff’s generosity. We had pups come as Fluff & Tuff toys, and when people saw the images we posted online, quite a few came in to check out the line. This company is very supportive of its retailers and has always been willing to help us.”

The toy company regularly sponsors such efforts to increase foot traffic. “Everything we do circles back to providing meaningful offerings to help our independent retail partners,” says Courtney Lawson Rush, director of sales and marketing for Fluff & Tuff. “We understand the importance of keeping things fun and fresh, and work to develop interesting marketing content to engage our retailers and their customer base.” f

luffandtuff.com

Loyalty, Support & Transparency

Because ANSWERS PET FOOD sells only through independent brick-and-mortar retailers, a true partnership exists. The company offers a frequent-buyer program, and its employees stand ready to provide sales and marketing support.

Eric Mack of Purrrfect Bark Market in Columbus, NC, can attest: “They love their retail stores and are protective of those who helped build the brand. They are always willing to help us build our customer base and keep them. They send people to us from social media, email and phone inquiries to their office. They help me with specials, ads, information and advice that only we can provide in our type of store.”

Answers also invited retailers such as Mack to tour its headquarters in 2018 and plans to expand access in 2019, in part with footage of its facilities filmed by Pet Fooled director Kohl Harrington. “We pride ourselves in being transparent,” says Answers creative brand strategist Coco Levitski.

answerspetfood.com

Incentives to Shop Indie

ZIWI has implemented several strategies over the past three years that direct potential customers to indies.

Marketing communications manager Sharon Durham lists them:

“A high-value coupon is included with the thousands of product samples we distribute each year, which can only be redeemed in retail stores. Our customer care team regularly directs consumers to our website’s store locator, and a link to it is provided on our social media sites. We’ve recently started using free product vouchers for giveaways and promotions, instead of shipping actual product.

“We do these things because we know that today’s customers value the personal service they get from independent retailers. When they receive one-on-one attention and talk with someone who is knowledgeable about our products, they are much more likely to become loyal, long-term customers.”

ziwipets.com

Drop-Ship Option

P.L.A.Y. offers easy online ordering, dedicated sales representatives, MAP policing and a wealth of marketing materials, but indies especially love its consideration of their square footage.

Sarah Johnson, sales coordinator at the company, explains:

“While the size of independent retail stores varies widely, many of them work with limited space, particularly when it comes to the bed category. In order to help these retailers compete with the big guys that can offer tons of bedding options, we offer a drop-ship option for special orders.

“Any of our retailers can offer our entire line of beds to their customers without having to physically stock them all. We recommend bringing some popular ones in to have on hand for sale and to show the quality and design in person, but then a customer can look through our showcase sheet and swatch book (provided to the retailer at no cost) to select the bed they want from the available patterns and sizes for each style.

Stores can display one of P.L.A.Y.’s Houndstooth Lounge Beds, and have on hand swatches of others.

“We’ll ship it direct to the store, or even directly to the customer for a small fee. This is another time when our short lead times can also really help our retailers. The retailer keeps the customer happy and local, and the customer gets what they want while supporting an independent retailer — it’s a win all around.”

petplay.com

Independent Exclusivity

RAWZ NATURAL PET FOOD sells only to independent pet retailers, and only those authorized independent retailers can sell its products online.

“We always encourage our consumers to shop locally whenever possible, but some of our consumers live in remote areas and depend on online shopping. It’s also the only way the small independent can compete with big e-commerce,” employee Amy Knox says. “Occasionally we find our products listed for sale on the big third-party sites, but we state on our website that we cannot guarantee the quality or safety of these products and always urge our consumers to refrain from purchasing our products through such avenues. We only place our guarantee on products purchased through authorized independent retailers.”
What the company does with its profits also proves attractive to indies.

“RAWZ donates 100 percent of its profits to service dog training and placement programs, as well as to traumatic brain and spinal cord injury rehabilitation programs. It seems as though every day you hear of a high-quality, feel-good pet food brand being purchased by a large corporation, one that may not have the same standards of quality that the brand’s consumers are drawn to, and that’s concerning for both the retailer and the consumer. As a company that donates all of its profits, RAWZ is of no interest to these large corporations. We consider our 100-percent profit donation an insurance policy against third-party acquisitions.”

rawznaturalpetfood.com

Exclusive Raw Bar

VITAL ESSENTIALS offers only independent brick-and-mortar stores its VE Raw Bar, a merchandise display that holds 10 freeze-dried treats exclusive to indies.

“The display also includes a lighted sign that can be hung anywhere in the store or in the front window capturing shopper attention and interest,” marketing director Melissa Olson says. “The display is truly an interactive experience, giving retailers a competitive advantage. Best of all, most retailers report inventory turns ranging from 2.5 times to 4 times per month along with great profit margins.”

vitalessentialsraw.com

Super Imap

ANNAMAET PETFOODS may let online retailers sell its products, but a strict internet minimum advertised pricing policy requires them to price at about 10 percent higher than brick-and-mortar stores. Its IMAP policy excludes Annamaet from online promotions and coupons.
The company also provides support exclusive to indies, including a frequent-feeder program, customer coupons, and puppy packs to send home with new family members.

annamaet.com

Like Amazon, In A Good Way

RUFFWEAR offers the Latitude program. With it, brick-and-mortar retailers pay $99 for the year and get same-day free shipping with a minimum order of $100. The company also did away with pre-season ordering.

“Responding to challenges from retailers and the ‘right now’ mindset of customers, Ruffwear is encouraging smaller, more frequent orders. This helps retailers more accurately address customer needs and eliminates big spikes in production.

“It takes the risk off the retailer, so that they can order what they need, when they need it,” Susan Strible, director of marketing, says. “For example, if it’s a dry fall/winter, they aren’t stuck with a bunch of snow boots they ordered last January.”

Also a plus, the company’s store locator allows retailers to sync their inventory with the tool so customers can check product availability.

ruffwear.com

Marketing Materials Galore

PURA NATURALS PET understands that independent pet store owners wear many — in some cases, all of the — hats. With that in mind, it offers for easy download a variety of marketing materials: images for print and online use, logos, product data and educational documents, testimonials and digital catalogs. There are also blog posts, social media images and web banners available.

puranaturalspet.com

Stephanie Troxell and Tori Rosay (from left) of Dexter’s Deli in San Diego, CA, won the 2018 contest.

A Trip to Big Sky Country

In addition to providing free educational and marketing materials, policing minimum advertised pricing and offering a 100-percent guarantee on its products, WEST PAW welcomes input from its independent retail partners.

“We are always available to hear their concerns and/or suggestions about what they feel is working and what is not,” public relations lead Amy Schumann says. “We think we’re very approachable and fun, which makes retailers enjoy working with us.”

Each year, one indie in particular more than appreciates working with the company: the winner of its Make It Montana contest. West Paw randomly selects a retail partner to receive a five-day trip for two to Bozeman, MN, where they have five days to explore company headquarters and the state.

westpaw.com

CBD Consumer-Loyalty Program

HOLISTIC HOUND helps independent pet stores reward buyers of its CBD products. According to founder Heidi Hill, her company offers the only Buy 5, Get 1 Free national promotion through Astro Loyalty.

holistichound.com

Map Policing & More

While INCLOVER does sell its products online, the company provides protection for its brick-and-mortar retail partners.

Allie Sparrow, director of business growth for the company, explains: “InClover closely monitors our approved online sellers to be sure that they are adhering to our MAP policy and has limited sellers on Amazon to one exclusive partner so that we may maintain control on the platform. InClover does not and will not offer our supplements for sale on Chewy.com.”

She adds, “The education that we provide to our retail partners allows them to offer a service that the online retailers cannot.” In-store seminars are open to store employees and customers, plus area veterinarians.

inclover.com

Highest Fill Rate & Extensive Selection

JONES NATURAL CHEWS takes pride in its 99 percent complete order fill rate, one of the highest in the industry. Retailers get what they need, when they need it. The company also offers such a wide variety of products that stores can regularly encourage customers to try something new.

jonesnaturalchews.com

In-Store Tools & Free Exchanges

Sure, pet parents can order clothing for their dogs and cats online, but even the best sizing guides can fail. WOODROW WEAR helps brick-and-mortar stores compete by offering tools that ensure a perfect fit. Its Try-On Socks kit includes one of each size, with the size knitted onto the top.

“Customers can try the socks on their dog without opening the store’s inventory or making a mess on the floor or tearing the packaging,” company owner Lorraine Walston explains. “If the dog isn’t with the customer, they can stretch the sock and see how comfortable it is, how much it stretches, and how even though it doesn’t look like the right size, it actually does become the right size.”
Woodrow Wear also offers an inventory exchange program.

“[Retailers] don’t need to store what isn’t selling or keep seasonal items for a year. We exchange sizes and colors that aren’t moving for others that will. Our theory is that we’re both doing better if the indie is moving socks. These trades are done for free with a new order or for a small shipping fee if done alone.”

woodrowwear.com

MORE PET PRODUCT COMPANIES THAT INDIES LOVE

1PUPPY CAKE, maker of dessert mixes for dogs, gets high praise from Sue Hepner of Cool Dog Gear in Roslyn, PA. “Kelly [Costello] and her mom [Sandy] provide us with awesome customer service. I love that Kelly is a working owner — she always answers the phone when I call to place orders.” puppycake.com

2ECO DOG CARE PRODUCTS helps Treats on a Leash in Ames, IA, compete. Barb Morris says, “We wanted a truly natural grooming line, and this filled that void in our store. It’s a high-quality, unique product line that isn’t found in big boxes. That’s what sets us apart. Jane [Bond] offered an ISO and terms to get us started with their products. If we are running low, it’s just a quick email and we have more product headed our way! She also sent a tester so customers could see what the scent was like. When manufacturers go above and beyond to serve us, we can offer an even better shopping experience to our customers.” ecodogcare.com

3When hurricane Florence hit North Carolina last year, HEALTH EXTENSION PET CARE helped Wendy Megyese of Muttigans in Emerald Isle get food to customers and neighbors alike. “Many of our residents lost their homes or were temporarily displaced due to storm damage. Most lost some or all of their possessions. The financial strain placed on these families has been very burdensome. I reached out to Health Extension and asked if the company would be able and willing to provide assistance to pet owners. They promptly sent us cases of 1-pound bags of dog food that we were able to give out to victims who may not have been able to afford quality dog food during that time.” healthextension.com

4KING’S CAGES and Paul Lewis of Birds Unlimited in Webster, NY, go way back, thanks to the company’s excellent customer service. “King’s was my go-to cage company when I opened almost 29 years ago. Every once in a while, a part may be missing for a cage, may be damaged from a shipper, or I’m looking for an odd part for an older cage. They always come through for me with the right answers to my questions, quick shipping and no questions asked.” kingscages.com

5A variety of reasons puts KLN FAMILY BRANDS/TUFFY’S PET FOODS first with Duane Poland of Bones-N-Scones in Palm Springs, CA: “Sells only to independents, is happy to provide samples and free small bags to increase sales. Works hard to protect margins and makes a great, mid-level product that most pets find appealing!” klnfamilybrands.com

6Social media support helps Keefer Dickerson, marketing and outreach manager for Nashville Pet Products in Nashville, TN, do his job. “PRIMAL sends out social media posts to use each month. These come already sized for Facebook and Instagram, and they look great.” primalpetfoods.com

7Brandon Click of Tomlinson’s Feed & Pets in Austin, TX, recommends PETOLOGY for several reasons. “When we evaluate a product line, the two most important aspects it can bring to our product mix are quality and strategy. Petology checks both of those boxes. Their product is superior to any other currently on the market. It’s sulfate-free, ethically produced, and cleans thoroughly while also providing the best shine of any shampoo and conditioner. Petology as a company is also good to do business with. They’ve kept their product exclusive to the independent pet specialty channel, and are strong partners to their retailers. Rather than put all of the sales onus on stores, they are always willing to help grow the line with promotions and other sales initiatives.” petology.net

8Debbie Brookham of Furry Friends Inc. in Colorado Springs, CO, picks NUTRISOURCE as one of her favorite companies. “Proactive in providing sales and on-site training for staff and clients. Provide free samples, which really has converted into sales.” nutrisourcepetfoods.com

9Regular in-store demos and discounts by FARMINA score points with Jan Hopper of Living Pawsitively in Lafayette, NJ. “Just yesterday I had their rep at my store handing out coupons and free cans of their new line of pet foods. Once most of the customers get a coupon, they purchase the food.” farmina.com

10Todd Ruppenthal of Happy Husky Bakery in Evanston, IL, appreciates how ZIGNATURE and FUSSIE CAT involve individual stores in promotions. “They listen to us and work with us to promote their foods in the way we know most often works best. They tailor their promotions for our business specifically, and it works for them — moved their lines from fifth best selling food to second — and us.” zignature.com, fussiecat.com

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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Cover Stories

The Customer Is Not Always Right

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Bottom line: The customer is not always right. And in addition to being wrong, customers also can be unreasonable, unethical or outright offensive — with some checking multiple boxes. We asked you to share stories of when a customer was wrong at your pet business. In some cases, you offered a refund or return even when not warranted to save your sanity and time. In others, you held fast to protect your profits and team. No matter the outcome, you all made it clear that a blanket “The customer is always right” policy does not apply to indies and certainly not in 2019. Take that, coiner of the phrase, Harry Gordon Selfridge!

LIKE THE PUP. THE PET PARENT? NOT SO MUCH

We had a client with a dog who was fearful and extremely matted for grooming. We used every technique to get out the mats and not hurt the dog or stress her further. Didn’t work. We had to shave her short but fluffy. We did ask Mom first. However, Mom saw the dog on camera playing in the yard and came in pre-angry. In short, I explained it was a case of humanity over vanity, but she was still angry. Said she would never groom with us again. My response: “Please feel free to do whatever you feel is best for you and your pup. My main concern is the happiness of your dog.” She has brought her dog back three times, but I will only let her board or day care. It would be nice if she never came back, but we do like the pup. — Hope Garlick, Little Paws of Hope, Westbury, NY

SMH

A customer returned half a bottle of flea spray, saying it made his dog throw up after he sprayed him in the face. — Ron Keller, Captivating Canines, Westerville, OH

NO SHAME IN THIS CUSTOMER’S GAME

Years ago, we had a customer who bought a small bag of dog food and brought back the bag about two-thirds empty within 10 days or so, saying the dog wouldn’t eat the food. After the fourth or fifth time, we refused to accept the bag. She claimed the manufacturer stated on the bag: “If not satisfied, return bag to store where purchased for a refund or another bag of food.” She said she was going to call the company. And she did.

About a week later, she came into the store with a coupon for a free bag of food from the manufacturer. I honored the coupon and called the manufacturer. I found out the customer told the company I flat out refused to take back the bag of food, but never said anything about the numerous other returned bags. I did have a very nice conversation with the manufacturer to set things straight.

Wouldn’t you know, that customer came back trying to return the bag of food again. I had a talk with her and told her it appeared there was no way we could satisfy her or her dog and it was best if she didn’t shop in the store anymore. As she was leaving, she said she was going to tell all her friends not to shop at the store. I said, “Thank you.” We’ve since changed return policies. — Nancy Okun, Cats N Dogs, Port Charlotte, FL

OR THIS ONE’S

Just recently, a customer received a free bag and argued with my staff because she wanted a bag that was not the one redeemed. She called us names and made a scene, even left and returned to yell at us again. I called the police. I can’t fix crazy! — Jennifer Flanagan, Nature’s Pet Market Sherwood, Sherwood, OR

IT CAME FROM A PET BOUTIQUE

A client recently ordered a dog birthday cake. After the weekend was over, she called complaining that she ordered this cake for her pet and human guests, and the human guests did not appreciate it. It was shaped like a dog bone. After repeatedly trying to reason with her as to why a dog cake is not the same as a human cake, I just refunded her money. Sometimes the refund is worth the valuable time I would have to spend on stupidity. Leel Michelle, Bow Wow Beauty Shoppe, San Diego, CA

TAKE YOUR RACISM ELSEWHERE

It amazes me over the years that people are still racist and very unkind. One pet owner was picking up her Poodle at our grooming salon from one of our fantastic groomers, who was both Hispanic and African American. She said she wasn’t comfortable with that particular staff member working on her dog … even though the fur of the dog was similar to the groomer’s hair (!) so she should be familiar with how to groom it. Needless to say, I was floored. Her Standard Poodle was black. I asked her if she thought it would be fair, reasonable or kind if I told her and all owners of black dogs that they were not allowed in my building or that we weren’t comfortable working on them, just because of their fur color. She threw money at me and walked out. So, I guess I made my point. — Krista Lofquist, Wagging Tails, Wolcott, CT

WHAT DOES DCM STAND FOR AGAIN?

This didn’t happen to me, but a vendor rep told me he was in a store shortly after the FDA’s list of foods [named in reported dilated cardiomyopathy cases] was released. A customer came in to return the dog food she bought. She was angry that the store would sell her a food with DCM in it. (Eyes roll.) — Keefer Dickerson, Nashville Pet Products, Nashville, TN

FLEAS COST EXTRA

We had a client who had two Westies. The first time she came in to get them groomed, we called her within 15 minutes to let her know that her dogs had fleas and would be getting a flea bath. About a month later, she came in again, same thing. This time she did not believe us and wanted proof, to send her photos. She said we must put fleas on dogs to get the extra fee, and she was not paying. We told her that is our policy, and when she came to pick up, she paid and pushed everything off our counter onto the floor and told us we were scamming her, and she would never be back. Bye! — Jessica Cooke, Yuppy Puppy, O’Fallon, MO

CHECK YOUR CALL LOG BEFORE YELPING

I scored a negative Yelp review from a customer who said we don’t answer our phones. She called at noon on a Sunday of a three-day holiday weekend. We were closed the entire weekend. The last time she called, we returned her voicemail eight minutes later. I looked at her other Yelp reviews and saw she had left a similar complaint at another dog day care and at an animal shelter on the same day! So I replied publicly to her Yelp review, pointing this out. She deleted the Yelp reviews on all three businesses and sheepishly apologized to the other dog day-care owner (never to me). Will I see her again? I doubt it! — Katherine Ostiguy, Crossbones, Providence, RI

HE WOULD NEVER!

We had a customer return a Kong, saying it was defective because it had “fallen apart at the seams.” Upon inspection, it was clear that it had been chewed up. When I pointed this out, she was adamant that her 4-month-old puppy was a good boy and would never destroy anything because he knew it would hurt her feelings. Normally, we have a very liberal return policy, but this was one time I could not bring myself to accept the product back. Did it cost me a customer? No doubt. But is she someone I wanted to keep as a customer? Not really because I knew she would be an ongoing issue. Unlike her perfect puppy, I was willing to risk hurting her feelings. — Wendy Megyese, Muttigans, Emerald Isle, NC

STALKING? REALLY?

We had a customer come in right at closing time. My person in charge and clerk both asked if she needed help with anything as we were closing up, and she said no and kept shopping. She ended up angry that she felt rushed and claimed they were stalking her. The customer ended up yelling at our staff member and threatening a lawsuit. We politely disagreed with how it went down, and it never went anywhere. Just quietly went away. We were shocked it never went to a bad review, or anything, but we were glad. — Jennifer Larsen, Firehouse Pet Shop, Wenatchee, WA

MAYBE DON’T LEAVE THE HARNESS ON?

I had a customer who purchased a 2 Hounds Design Freedom Harness. His son left the harness on the dog, and the dog chewed it. The customer came back to my store with the chewed harness and asked what I could do for him. I told him about their repair warranty. He said he needed it right away, so I agreed to give him a courtesy discount on another harness, with the thought he would send the other one back to 2 Hounds Design for repairs. Or at least take it to the local shoemaker for repairs.

The customer came back a month or so later with another chewed harness. This time, he wanted me to take the harness back and give him a new one for free. When I told him no and offered him another courtesy discount, he flipped out, cussing and fussing as loud as he could. I didn’t have to say anything else because several customers came to my rescue and put the guy in his place. I’m not sorry to lose that guy’s business! — Sue Hepner, Cool Dog Gear, Roslyn, PA

LESSON LEARNED

We had a customer tell us that we told them a toy was guaranteed when it was not. They, of course, came in at the busiest time of day and made a stink, raising their voice and trying to make us look bad. Even when the customer is wrong, you still have to think that maybe, just maybe, something was interpreted incorrectly or misunderstood. I ended up taking the toy and replacing it with a toy by the same maker that wasn’t a big mover, and she walked out satisfied. The lesson learned from this was that my staff and I need to be very clear with our words and to make certain customers understand what we are saying. So we have used this situation to practice how we speak about various products. — Johnna Devereaux, Fetch RI, Richmond, RI

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Cover Stories

Big-Box Busters

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PetSmart. Petco. Target. Sam’s Club. Walmart. Costco. Heck, let’s even throw Bed Bath & Beyond, Marshalls, HomeGoods, TJ Maxx and grocery store chains into the mix of big-box stores that compete for pet parents’ dollars.

But as you prove on a daily basis, bigger does not always mean better. As small-business owners, you offer more personalized customer service, including a deeper knowledge of the pet products and services you sell. You are invested in your communities. And you quickly adapt in an ever-changing industry.

All of this allows you to stay competitive.

But if you are having trouble in this area, or you want to find different ways to beat big-box stores, we invite you to find inspiration from your fellow indies.

EMBRACE BEING SMALL

1 Bark on Mulford in Rockford, IL, measures just under 1,000 square feet, and that suits Kaye Busse-Kleber just fine. The size of the store keeps customers where she can see them — and they can see her.

With that in mind, Busse-Kleber shares the story a pet parent told her about shopping at a big-box store.

“She was at [a big-box pet retailer] looking for a collar, had to track down an employee to ask the price. He had no idea and asked what section it came from. She had to show him, and then he told her the price, but said it looked used. She put it back and came to see us.”

Customers never have to search for Busse-Kleber or a member of her team. Nor do they feel like they are not valued.

“We have a smaller selection of collars, but she came in telling me about the lack of customer service and that her experience with them ‘not caring if they sold something’ would keep her from going back.”

Limiting staff to just herself and two part-timers allows for a personal connection also not found at big-box stores.

“I can guarantee, that employee didn’t ask about her dogs. The customer has only been in my store twice, and I already know she has two dogs: a Rat Terrier named Theodore and a Jack Russell Terrier named Angel.”

Another way Busse-Kleber touts the benefits of shopping small are by bragging about unique items on social media with the hashtag #YouCantFindThisAtTarget.

Toni Shelaske of Healthy Pet Products in Pittsburgh, PA, also uses her store’s small size as a selling point.

“We convey it in as much of our advertising and social media as possible. Small Business Saturday is our second-highest volume day of the year. We ask our vendors for support and offer a basket raffle, and we debut new holiday items and discounts on most of our products. Food and beverages for humans — our customers really enjoy the day!”

Support other small businesses

2Woof Woof Pet Boutique & Biscuit Bar in New Bedford, MA, and Bristol, RI, gives shelf space to several local small businesses. Among them, Dylan Giampaolo says, are “Quincy & Co. We have a seamstress that handmakes all of our bandanas and bowties for different seasons and sports teams. She also makes leashes and collars. Matisse Jeans is a cat toy handmade from recycled jeans that have a custom catnip blend from Cape Cod, and 100 percent of the proceeds ben- efit Bristol Animal Shelter.
“We truly are a small business trying to carve out a place for ourselves, and we believe in supporting other small businesses!”

Tout locally owned & operated

3 Toni Shelaske of Healthy Pet Products in Pittsburgh, PA, spends as much time as she possibly can on the sales floor working with customers.
“I want people to know that I am the owner and that I greatly appreciate their business,” she says. “So the funny thing that has happened because of that is that customers come in asking for me and say ‘I know Toni.’ When it was time for me to have my own personal Instagram page, my employees decided @IKnowToni had to be my handle.”

EARn IN (EXCLAMATION) POINTS WITH IN-depth knOWLEDGE

4Shane Somerville of Paddywack in Mill Creek, WA, was more than prepared when a customer emailed her about canine dilated cardiomyopathy (DCM).“I sent her a fairly long response with some info, attached the document I wrote for our customers (including an FAQ and links to resources from vets) and talked about the different options she could check out. She wrote back very quickly and said, ‘Shane, This is why we love you!!!!! Thank you so much!!!!’”

SURPRISE WITH PERSONAL SHOPPING

5 Annabell Bivens orders for The Dog Store in Alexandria, VA, with specific customers in mind.

“We have an all-black Basset Labrador (Bassador), and he rocks his clothes, but his parents wanted something super visible since they spend a lot of time in the mountains at their cabin. So, in addition to the regular colors of the new line of RC Pets Polaris sweater, we ordered him the red sweater in his size and showed them the photos of the reflective stitching. They were so excited! (His color is red). I mentioned it to them when I ordered it, and it came in about four months later. They even asked when they saw winter stuff coming out because they remembered our conversation.”

Such personal shopping does not happen when big boxes do their ordering.

TAKE PRICE-MATCHING TO THE NEXT LEVEL

6How does Fetch RI compete on price with the big-box stores? Johnna Devereaux does not advertise price-matching, but she does it when possible and sees the practice as an opportunity on multiple fronts. She shares what happens when a regular customer alerts her to lower prices elsewhere:

“First, it allows me to look at the specific item and provide a lower price to this customer, who is clearly showing loyalty by bringing this to our attention. Second, it allows me to reach out to my brand rep and discuss how I can buy better at a discount, which then allows me to reduce the price of those items for all of my customers. I do advertise that to my customers, letting them know that we pass on the savings to them from our purchase bargaining, and so they now have a lower price! Win-win!”

The Store at Paws ’N Effect in Hamden, CT, also price-matches, but Sandy House simply makes the adjustment.

“We price-compare about every six to eight weeks by both physically going into the stores and then checking online, if they sell that way as well. If I find a local brick-and-mortar store is selling something for less than us, I check what our wholesale price is, and then I make the adjustment before a customer asks.”

DIVERSIFY COMMUNITY SUPPORT

7 The national pet stores in Delavan, WI, donate to local animal-welfare organizations, but Karen Conell of The Bark Market in Delvan, WI, sees the importance of investing in her community as a whole.

“We support many local not-for-profits, such as a therapeutic riding program, school for the handicapped, vocational school for adults with disabilities, wildlife rehab center, child advocacy center, playground for children with disabilities, and multiple animal rescues and shelters. We are local, and our customers are involved and reach out to us often.”

While altruistic, these efforts create positive word of mouth, giving her an advantage against big-box competitors.

“We don’t do it for recognition, but it happens and we are grateful!”

PROVIDE FREEBIES

8 When converting customers to frozen raw — still an excellent way to compete with big-box stores — Conell of The Bark Market makes it hard to resist.

“We have manufacturers who encourage us to give away a free small bag to get them started,” she says. “Let’s just say folks are stunned by the free offerings and the gentle shove in a new direction.”

Freebies can also be fun activities to draw in customers. Sue Hepner hosts a variety of events at Cool Dog Gear in Roslyn, PA.

“We just had a Winter Fashion Show: Dogs on the Cat Walk. We used customers’ dogs as our models. These awesome dogs strutted their stuff in front of the crowds, highlighting all of our winter fashions while their people modeled our human line of gifts and clothing. We also offer free pet and family picture-taking opportunities with our fall and winter backdrops. And for the first time we will be having storytime for kids. Our first story will be all about teaching children about dog safety and, of course, we’ll have a special visit from our mascot Cool Dog — always a crowd favorite!”

And Southern Barker in Lexington and Louisville, KY, has begun hosting breed meetups in its stores.

“We do get a sales boost during our meetups,” says Leslie Stewart. “They are socializing, but also shopping because they are right in the middle of the store, so they can’t help but look around! We also offer 10 percent off during the meetup. Our first meetup was for Doodles, and we had over 30 dogs!”

Finally, be sure to take advantage of manufacturer loyalty programs not available to big-box stores.

HUMBLE BRAG ON SOCIAL MEDIA

9 Big-box stores don’t share customer pet pics on social media, at least not on a regular basis or from a local store’s page. Independents do, and Bubbly Paws stores in the Minneapolis, MN, area takes it a step further.

Keith Miller says, “We regram posts from many of our customers on Instagram. Social media is the best way to brag without looking like we are bragging. We just post happy customer pictures or quotes from reviews.”

OPT FOR THIRD-PARTY SAFETY TRAINING

10 Big-box stores have in-house training programs for their groomers. Third-party training and testing can provide a competitive advantage for independent salons. Knotty Dog in Chelsea, AL, staff go through PetTech First Aid and CPR training. BowMeow Regency in Sheffield, MA, is an American Kennel Club S.A.F.E. (Safety, Assurance, Fundamentals, Education) Certified Salon, and grooming staff are AKC S.A.F.E.-certified groomers. Both salons tout their status.

pARTNER WITH VETERINARIANS

11 With more and more big box locations offering veterinary services, it only makes sense to consider doing the same. Mike Murray has created multiple partnerships for Bonnie’s Barkery in Phoenix, AZ.

“We partner with a holistic vet to do a monthly anesthesia-free teeth-cleaning clinic, in conjunction with dental hygienists,” he says, sharing that the store gets a percentage of fees. “We also created an office in our last remodel that our vet partners utilize to see patients.”

And after the Food and Drug Administration released its report on canine dilated cardiomyopathy (DCM) and related foods, Murray invited a holistic vet to give a seminar on the topic.

“It went very well!” Murray says. “We had 30-plus customers attend. It was very interactive, with lots of questions asked and answered.

“Most who attended had a much better understanding of the potential risks of their dog getting DCM and learned ways to mitigate that potential risk.”

Some customers did ask about changing foods, Murray says, “but a lot of the discussion was around using toppers that can provide additional nutrients and taurine to the pet’s diet,” resulting in new regular sales of the products.

Mark Vitt has also created such partnerships for his six Mutts & Co. stores in Ohio.

“We have a mobile vaccination clinic, coordinated by a local vet office, at our stores every other Friday to provide low cost vaccination and wellness checks.”

TAKE A RISK ON UNIQUE, HIGH-END PRODUCTS

12 “You find unique products in our store,” says Connie Roller of The Feed Bag Pet Supply in Grafton, WI. “Department stores and big-box pet stores all have the same old, same old.”

Roller says her staff works hard at trade shows, looking for unique, fun or even quirky products.

“We are willing to gamble with slightly more high-end products because although our customers can squeeze a nickel to death, they won’t hesitate on a $195 ortho dog bed that matches their décor perfectly,” she says.

“We also have some handcrafted wood products like pet steps and diners, along with handcrafted cat trees that we drive a few hours to pick up. These are definitely on the higher-end of retail, but they actually look and feel more like furniture than what you can get at [big-box stores].”

The store carries most of these higher-end products year-round, but, Roller says, “we sell more during the holidays because people can justify splurging when they can call it a gift.”

The Hermitage, TN, location of Nashville Pet Products is a former convenience store and doesn’t try to hide it.

DON’T DO COOKIE-CUTTER WHEN DESIGNING YOUR STORE(S)

13 Nashville Pet Products has six stores. While signage provides brand consistency, each location has a different look and layout — partly because of commercial space availability, but also by design. Perhaps the most unusual is the Hermitage, TN, location, which is a former convenience store.

“We keep each store unique to avoid a cookie-cutter, big-box feel,” Keefer Dickerson says.

This advice also applies to stores with one location: Don’t try to look like a mini-big box.

Danielle Wilson of Bath & Biscuits in Granville, OH, explains.

“I had a vision in my head of how I wanted my store and salon to look. I didn’t want to look cookie-cutter. I wanted to decorate with vintage items and displays, to have real hardwood floors and inviting rooms to explore. I had been watching for my building to become available for a while and jumped on it as soon as I saw the ‘for rent’ sign.”

TREAT YOUR CUSTOMERS LIKE EXTENDED FAMILY

14 Customers at The Wagging Tail in Las Vegas, NV, get asked about their pets, but Kimberly Gatto also asks about the people.

“With our loyal repeat customers, we get to know them and their family. When their two-legged kids come in with them, we engage the kids (How was school? What did you learn? How’s the team going? etc.). If customers have brought up issues, we try our best to remember and ask how it is going (How’s your mom doing after her surgery? How’s the job hunt going? How was the Stones concert you saw last week?).

Gatto is not afraid to tell folks that she doesn’t think of them as customers, but as an extension of her family.

“We care about their entire family (human and animal). We mourn when they mourn. We feel joy when they feel joy. It’s all about community. Being a part of a community and being totally vested in it.”

Nancy Okun of Cats n Dogs in Port Charlotte, FL, shares that sentiment.

“One customer shared that she doesn’t have the best home situation, so when she comes into the store, we give her a big hug and let her know how great it is to see her. She talks. We listen. She leaves feeling better. It’s not about selling dog food.”

Nor is it all about selling with Charlsye Lewis of Metro Animals in Fort Worth, TX. Among the many practices at her store are “introducing them and their kids to our shop macaws, Baby and Blueberry; genuinely complimenting something about their dogs; and offering the Southern hospitality of greeting them when they come in, and as they leave.”

And Jack Carey of Food for Pets in Manchester, NH, has gone so far as to loan his car and money, in a sense, to customers.

“A few years ago, a customer locked her keys in her car. She had a second set at home, so I let her borrow my vehicle to go home and get the spare set. We’ve had a few cases of customers forgetting their credit card at work or home, and we tell them to take the product with them and call us with the credit card info. We appreciate our customers’ trust and want to return the favor.”

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Cover Stories

Best Day Ever: Readers Share Their Most Memorable Days in the Business

A few responses even had us reaching for the tissues.

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Best day ever. It’s a phrase used often. But what if you had to pick just one? A day above all others in your pet business. Could you? We asked you to do exactly that in a recent Brain Squad survey. And you didn’t disappoint.

Your answers moved us, as they all revolved around helping the dogs, cats and other pets in your communities. A few responses even had us reaching for the tissues.

Like this one from Charlotte Petrey of You Lucky Dog in Houston, TX: “The day we flooded and saved all the dogs.”

Digging deeper, we learned that during the unexpected Memorial Day Flood of 2015, water rose to 2-1/2 feet inside this family-owned boarding facility. Overnight staff moved all 23 guests to safety in higher areas of the building, continuing in the dark after power went out. Pet parents and the community were so grateful that they contributed more than $25,000 via gofundme to help Petrey rebuild.

Now that most certainly counts as a best day ever. Read on for more.


“In January 2018, my then 9-year-old daughter was sitting with me in a snowstorm here in Connecticut with our chocolate Lab, Harley, and we were discussing sports we would like to participate in with our Lab in the spring. She said she couldn’t throw a Frisbee and wanted to try agility. Then she asked if she could do swimming with Harley.

So we researched sports involving dogs and swimming, and found dock diving! We soon learned that there were no dock-diving pools for dogs in our state. And a pet resort and spaw we own is on 6 acres with plenty of room to add a pool. And what’s a resort without a pool? Right?

From my daughter’s desire to spend time with our loving Lab, an idea was born, and we spent the winter designing, planning and ordering 13,000 square feet of artificial turf, pool, dock, etc. while learning all about the sport.

In June 2018, we opened Connecticut’s only Ultimate Air Dogs dock diving pool, a 45-foot saltwater pool at one of my resorts. I have added a 40-foot dock to it and offer the pool as a Dock Diving facility — with swimming lessons, hydrotherapy, daily swims for guests, private pool rentals and pool pawties. We recently had our first-ever competition weekend. Fox 61 News came to cover it. People couldn’t believe how beautiful the facility and location are, and compliments flowed all day.

It was a dream come true to see my children participate as youth handlers in dock diving events that weekend. Watching my now 9- and 10-year-old daughters participate in a sport with their dog, on my property, while observing so many other competitors enjoying quality time with their families and dogs in such a fun sport, definitely qualified as a Best Day Ever.

Daycare and boarding guests enjoyed their stay, and veteran dock-diving competitors, who traveled to Connecticut from Delaware, Massachusetts, New York and Rhode Island for the event, were blown away by the beautiful facility and pool, welcoming staff, cleanliness of the place, smooth registration process and professional atmosphere. It was over 100 degrees, and the event went on without a bump or complaint. It is always a lot of work putting on events. And we do have many. But this was our first dock diving event. To see it come to fruition July 2019, after a child’s idea was offered in January 2018, is a dream come true and best day ever for me! — Krista Lofquist Wagging Tails, Wolcott, CT

“One Christmas, a little girl came in with $100 to spend on our favorite dog charity. She couldn’t have a dog, so her mom told her she could do this. We loaded her up and gave her all kinds of things. The warmth in this little girl’s heart was so overwhelming. All of us were crying of happiness. That’s a good day!” — Debbie Brookham, Furry Friends Inc., Colorado Springs, CO

“Best day ever was when I looked out onto my doggy day-care floor and realized that all 50-plus pup clients were not any of my family or friend’s dogs. My ‘field of dreams’ really had become a profitable biz without any help from my loved ones. Cool stuff!” — Angela Pantalone, Wag Central, Stratford, CT

“I had a client who brought her two Gordon Setters and one Miniature Poodle in for grooming regularly. The dogs were so tuned into the process and pickup. One night, the parking lot was full and the owner parked her big SUV in another spot. I checked the dogs out and helped her take them to the truck. Both big dogs jumped on the top of the car hood that was parked in their usual spot. I laughed so hard, but the mom was clearly mortified. Nobody saw. Just made the end of the day fantastic for me. I’ll never forget that day or the dogs.” — Rachel Diller, The Poodle Shop, Littleton, CO

“The best day ever was when I came to the conclusion that I had too many customers. For the last year, I have had to stop taking on new customers due to a full schedule. Just a few months ago, I ordered my second van to convert (should be on the road by end of the year) and am working on expanding!” — Amanda Bowman, Fairy Tails Mobile Grooming, Cherry Hill, NJ

“When a family had to move away and told me I was the one who changed their kid’s life — an autistic kid who no matter what they tried, nothing helped. When they came to my store, everything came together when they picked out a bird, realized not all dogs were bad, (we had a store Mastiff at the time) and life seemed better. I had no idea until they thanked me and told me how it has changed “Nick.” — Paul Lewis, Birds Unlimited, Webster, NY

“When I hosted my first Backyard Luau for the dogs. Not only did each and every one of them wear leis, but they were all so calm and happy. I was such a proud ‘earth mother’ that day.” — Vanessa Cruz, Dawgs All Day, Brooklyn, NY

“We shut down our location to pamper over 40 shelter dogs, and the staff morale was so strong.” — Jessica Cooke, Yuppy Puppy, O’Fallon, MO

“We had a customer in tears. His daughter’s dog was failing and suffering from cancer. His daughter was still away at school, and this was the love of her life. He asked if we could recommend something that would help. After much discussion of the circumstances, we recommended Pet Releaf and Allprovide Gently Cooked. He followed our advice and came in with his daughter the following Saturday, and with “Root Beer” the Jack Russell Terrier. He was jumping around and full of life, and his daughter thanked us with a big hug. Root Beer lived for almost 9 more months and was comfortable and pain free. We were so thrilled to be able to offer this as an option.” — Christine McCoy, The Natural Pet Enrichment Center, North Royalton, OH

“Our best day ever was during one of our breed meetups. During Doodle Day, there were approximately 50 dogs and their owners in the store. Thankfully, it was a beautiful day and many of them hung out outside on the porch or in the parking lot. It was not only our best sales day, the general vibe in the store was happy, as people got to meet other owners. I saw many of them exchanging contact information. Connecting people through their pets always brings me joy.” — Wendy Megyese, Muttigans, Emerald Isle, NC

“There are many ‘best day evers’ in the independent pet food retailer industry. I’ve been lucky to be surrounded by the things that I love and motivate me for 34 years, not to mention the customers who share the same passions and interests. There are now second-generation customers who have parents who have shopped in the store for many years. I always remind myself to focus on those things when the occasional stressful situation arises.” — Jack Carey, Food For Pets, Manchester, NH

“Every Black Friday! We love the excitement of the shoppers. It’s truly the official kick-off to the holiday season.” Tammy Vasquez, Bark Life, Seminole, FL

“We are fortunate to be in Salem, MA, which gets very good tourist traffic most of the year, especially in October. It is so rewarding to hear from customers who visit the city yearly and make it a point to visit us, to both say hello and purchase our hand-made treats and cookies. With all the things to do and see, to know they make our shop a destination makes us feel very proud. Kimberly Barnes, New England Dog Biscuit, Salem, MA

“Probably receiving a pile of magazines with Mumsie and me on the front cover winning first place in PETS+ America’s Coolest Pet Store 2018!” Leel Michelle, Bow Wow Beauty Shoppe, San Diego, CA

“We just had our best sales day ever this July. It topped the previous best day ever by more than 12 percent! We discount our whole store by the same percentage as number of years old we are. This year it was 14 percent off since our store is 14 years old. We have VIP swag bags — customers can pre-order to guarantee their bag — and a prize wheel for when they spend certain amounts, and we host multiple nonprofits/rescues as well as demo reps with freebies. It’s a big festive atmosphere, and our customers love it! Next year we’ll have to come up with something else to make it even more special to celebrate 15 years! — Shane Somerville, Paddywack, Mill Creek, WA

“One of my best days ever was when after months of step-by-step encouragement (and courage building), one of the dogs in our workout program finally went across the balance beam on his own! The pet parents and the dog were both elated! I know that dog was happy because he kept circling around and doing it over and over again with ‘Look Mom, No Hands’ excitement! Everybody in the store came over to watch him run through the course like a kid in a candy store!” — Sue Hepner, Cool Dog Gear, Roslyn, PA

“I have adoptions most Saturdays, and the best day is when the shelter leaves empty-handed.” — Ron Keller, Captivating Canines, Westerville, OH

“The day our Boston store really lifted off/went into the black. We opened during the recession in 2010, and it took way longer to get up on its legs than I expected.” — Kathy Palmer, The Fish & Bone, Boston, MA

“Having multiple customers come in and be so happy they were crying, based on proper nutritional guidance from my team. We had five customers in one day!” — Jennifer Flanagan, Nature’s Pet Market Sherwood, Sherwood, OR

“When my little Chihuahua, Cocomo Joe, went into the Burke & Herbert Bank, located in Old Town, Alexandria, VA, and helped me convince them that a dog bakery and boutique was just what Old Town needed. Cocomo Joe gave a few little looks with his Burberry shirt, and they were sold. Cocomo Joe was asked to sign the loan with me, and he eagerly did for a treat.” — Kristina Robertson, Barkley Square Pets, Falls Church, VA

COCOMO JOE

“The first day my pet facility opened for business and earned the first $5 bill in cash. I still have it taped in my check-in desk. — Tammi Bui, Wishbone Pet Care, Missouri City, TX

“Any day that I get a customer coming back to tell me that their dog or cat has changed drastically for the better simply because we suggested a different food, or suggested trying CBD for whatever ails them, is a fabulous day! Knowing that our experience and knowledge was able to help another pet parent find their way and change their fur baby’s life for an astounding better is always our best day! For us, it’s about community that drives us to do what we do, and of course, for the love of all fur kids out there in the world.” — Kimberly Gatto, The Wagging Tail, Las Vegas, NV

“Any day that I have helped an animal and its person live their best life.” — Honor Blume, BowMeow Regency, Sheffield, MA

“Grand opening day is what stands out to me. The adrenaline, the positive vibes, meeting the community, seeing the team and how excited they were. And how even under extreme stress, we all made it through with smiles. (Nothing would scan, our POS didn’t sync with inventory and was a disaster!) — Jennifer Larsen, Firehouse Pet Shop, Wenatchee, WA

“Our best day ever in business was just before the Fourth of July this year, when people were out and about taking their dog to the dog park, then coming over to our shop next door to give a self-serve bath and buy treats. We were staffed up for it, and everyone was moving and grooving, keeping customers engaged and served all day long. We provided pizza for the staff as a thank you for their hard work that day. We made a few hundred more dollars than we normally make, but more importantly, made new and existing customers happy to do business with us.” — Charlsye Lewis, Metro Animals, Fort Worth, TX

“We’ve done a couple on-site fundraiser meet-and-greets with local rescues. The Greyhound rescue is my favorite group. They come in numbers and they shop, tell stories, encourage meeting the dogs and are generally great people to be around, and the rescued Greyhounds are amazing.” — Brett Foreman, Eupawria Holistic Pet Center, Owego, NY

“The day that we opened up our second location! Greatest thing ever knowing that you are doing well enough and helping enough people out and they are recommending people to you, that you then have the capability of opening up another location to make you reach even farther and help out even more people.” — Dylan Giampaolo, Woof Woof Pet Boutique & Biscuit Bar, New Bedford, MA

“Pretty much any day that I get to spend outdoors at a community event. I do a lot of event marketing, and I love setting up the booth early in the morning, talking to new, potential customers and playing with their dogs.” — Keefer Dickerson, Nashville Pet Products, Nashville, TN

“The Saturday before Christmas. Everyone is in shopping mode, but in a pleasant, not ‘mall-crushing-crowd’ way. And it’s great to know that their pets are being treated just like family. You can almost imagine the puppy stockings hanging on the mantle and wrapped gifts under the trees. It doesn’t hurt that it’s one of the busiest revenue days of the year, either.” — Mark Vitt, Mutts & Co., Delaware, OH

“Every day is great, but nothing beats the day we opened and realized our dreams had come to fruition. Ten years going strong now with loyal staff and awesome customers.” — Rosi Ladouceur, Barrkhaven Pet Boutique And Spaw, Ottawa, Ontario, Canada

“The best days I have are when clients rave about our services or when we get any sort of recognition. For instance, winning the Best of the Best in pet care award for our county, which is a voting-based award.” — Ashley Cook,Viva La Pet, Dover, NJ

“We are fortunate to be in Salem, MA, which gets very good tourist traffic most of the year, especially in October. It is so rewarding to hear from customers who visit the city yearly and make it a point to visit us, to both say hello and purchase our hand-made treats and cookies. With all the things to do and see, to know they make our shop a destination makes us feel very proud. — Kimberly Barnes, New England Dog Biscuit, Salem, MA

“Probably receiving a pile of magazines with Mumsie and me on the front cover winning first place in PETS+ America’s Coolest Pet Store 2018!” — Leel Michelle, Bow Wow Beauty Shoppe, San Diego, CA

“When a client told me that a friend she had referred to me told her that they found someplace that was way cheaper. My client told her that [her dog] Daisy likes likes Corey. I’m not changing.” — Corey Heenan, Corey’s Canine Creations, Altamont, NY

“I feel every day is our best day in business, and every day stands on its own for different reasons!” — Johnna Devereaux, Fetch Ri, Richmond RI

“Every anniversary. Feels awesome to make it another year.” — Lisa Vella, South Bark Dog Wash, San Diego, CA

“My best day ever is when I ring a lot of sales, which is usually around the Christmas holiday season and everyone is generally happy!” — Laura Haupt, Bark & Meow Inc, Tarrytown, NY

“I could say the day Judi walked into the store and told me I needed her. But, the all-time best day ever was when Judi adopted Buddy and brought him to the store with his e-collar on to meet my dog Taylor. The two dogs became besties right away. Why not? Judi and I are! — Nancy Okun, Cats N Dogs, Port Charlotte, FL

“I’d have to say the best for me was the day my husband was able to quit his job and join me full-time.” — Nancy Guinn, Dog Krazy, Fredericksburg, VA

“One day that stands out above others are our customer appreciation days. They are a lot of work, but we serve lunch — deep-fried cheese curds, ice cream — and offer store discounts, a discount dartboard customers can throw at to get a larger discount, free items and more! It is fun watching customers enjoy themselves, and all flock to the store. — Lisa Keppers, Sauk Centre Country Store, Sauk Centre, MN

“Most of the best days ever are when customers come in and treat us like family, and tell us happy and sad things that are happening in their lives. Because they consider us family, they want us to know. — Paula Gorman, Pet Supplies ‘N’ More, Muskego, WI

“Whenever we get to welcome families who rescue dogs is our best day ever.” — Asha Olivia, Hoby Dogy Pet Care, Boca Raton, FL

“The day I won second place in America’s Coolest Pet Stores” contest in 2017.” — Patricia Boden, Animal Connection, Charlottesville, VA

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