Do You Or Don't You

Do You Send Holiday Cards to Customers?

Most of you don’t …

Published

2 months ago

November 13, 2019

PETS+ Staff PETS+ December 2019 Issue Online Extra

Yes: 33%

We handmake for our top clients. For the rest, we typically send out printed ones from Shutterfly with some of our client photos. — Melissa Wiltse, Happy Pooch Styling and Spa, Lynden, WA
I don’t customize them, I address and sign every single one, I like the personal touch. To all active customers. — Kelly Catlett, Waggs 2 Whiskers, Bagdad, KY
In the past we have done a holiday card, and we turned it into a contest to boost our social media presence. We asked pet parents to post the cutest photo of their dog on our Facebook page and whoever collected the most likes at the end of the contest won a professional photo shoot and was featured on our holiday card. People went NUTS getting friends and family to like their dog’s photo every day. It was really fun to watch! — Amy Zounes, CaNine to Five, Clifton Park, NY
We customize our cards, custom print them and send them to all of our clients. — Asha Olivia, Hoby Dogy Pet Care, Hoboken, NJ
We try to send personallized cards from the store manager to the top 20 or 30 customers at each location. We’ve done custom-printed in the past, but last year and this year just used boxed cards with a handwritten message. — Keefer Dickerson, Nashville Pet Products, Nashville, TN
We send out a post card to everyone that has purchased from us over the past year. The post card is simply “Our Gift to You” — a $5 gift certificiate, no minimum purchase. We have them created and printed by a local business. — Michell Nelson, The Pet Authority, Albert Lea, MN
I send post cards out with a $5 coupon good from January to March, which is my slow time. I had pictures of my dogs running in the snow last year. — Corey Heenan, Corey’s Canine Creations, Altamont, NY
We send customized cards featuring one or both of my dogs, a Pug and a Presa, to our top clients. I handwrite a note to them. While it takes more time than using a preprinted greeting, I feel that it is more genuine and would be more likely to be kept rather than tossed. — Wendy Megyese, Muttigans, Emerald Isle, NC
We send dog-themed holiday cards to our long-term (6-plus months) training/daycare customers every December. It’s very time consuming and we’re thinking about going to preprinted cards this year. — Katherine Ostiguy, Crossbones, Providence, RI
We send them out in several tiers: A custom emailholiday card sent out to our entire client list (thousands), a custom-printed card with calendar enclosed, and a custom-printed card with calendar and framed printed holiday photo of their dog. — Krista Lofquist, Wagging Tails, Wolcott, CT
Ours are Thanksgiving cards, and they are customized. We send to our top 250 customers. — Claudia Loomis, Cherrybrook Premium Pet Supplies, Phillipsburg, NJ

No: 67%

We send out holiday wishes to our customers via email. — Doung Staley, Pet Palace of New City, New City, NY
No time! Christmas is always so chaotic that we can barely breathe let alone send cards. But it would be a nice touch! — Shane Somerville, Paddywack, Mill Creek, WA
I used to and it would kill me when so many would come back in the mail because they had moved, or whatever the reason. So we do an email blast, facebook posts, and hand them a holiday card from us by a staff member when they come in a few days before the holiday that has a coupon to use in January. — Jessica Cooke, Yuppy Puppy, O’Fallon, MO
No … but we are thinking of doing a calendar this year as a gift for the holiday. — Angela Pantalone, Wag Central, Stratford, CT

What’s the Brain Squad?

If you’re the owner or top manager of a U.S. pet business serving the public, you’re invited to join the PETS+ Brain Squad. Take one five-minute quiz a month, and you’ll get a free t-shirt, be featured prominently in this magazine, and make your voice heard on key issues affecting the pet industry. Sign up here.

Pet Sustainability Coalition

Pet Sustainability Coalition Presents: Critical Sustainability Strategies for Retailers

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.

Do You Or Don't You

Do You Eat Lunch Regularly with Team Members?

More than half of you do not.

Published

3 weeks ago

December 29, 2019

PETS+ Staff

Yes: 31%

Lunches at our staff meetings always improve morale and participation. — Robert Feller, Verona Veterinary Medical Service, Verona, WI
Although I don’t eat lunch that often as I lack the time, I always enjoy the opportunity to spend time with team members eating lunch because it creates great camaraderie between the entire store staff. — Leel Michelle, Bow Wow Beauty Shoppe, San Diego, CA
It allows for informal and casual conversations, which help solidify the team-building process. — Frank Frattini, The Hungry Puppy, Farmingdale, NJ
We celebrate five-star reviews with pizza parties! It really keeps the entire team, from management to cleaning crew, invested in our clients’ satisfaction. — Katherine Ostigy, Crossbones, Providence, RI
It gives us time to refresh and finish the day, I only have done this off site with my managers, but I purchase lunch for my staff on a weekly basis. — Jessica Cooke, Yuppy Puppy, O’Fallon, MO
I put a new couch in our large grooming room, and everyone congregates there for lunch or short breaks every day. We catch up with each other, talk about the business and laugh about weird clients. — Danielle Wilson, Bath & Biscuits, Granville, OH
It’s just me and one team member, so we eat together every day. We eat the same food, treats and cookies for dessert. Our dogs are best friends. Effects? We smile a lot. — Nancy Okun, Cats n Dogs, Port Charlotte, FL
A lot of non-work conversation happens when we eat together. Our team is its own little family, and I am blessed and grateful for the opportunity to work with these great individuals who care so deeply about animals and what we are trying to do at Fetch RI. — Johnna Devereaux, Fetch RI, Richmond, RI
Everyone likes their voice heard, and sitting with staff at lunch makes me a real part of the hands-on team and keeps the conversation from getting gossipy. Also, it’s good to hear about dogs and clients from the vantage point of the staffers who spend more time with them. It helps me as an owner be able to strike up conversations with clients, as well as get good ideas from my staff about things that are going well and things that are not going well. They still know I’m the boss, but it makes me seem approachable, knowledgeable, and receptive to input from staff. — Angela antalone, Wag Central, Stratford, CT
Every Wednesday is our truck day and it gets kinda crazy in here. I have started buying my team lunch every week. We hang out talk and it gives us time to connect. Yes, it does cost me, but the payoff is worth it. I highly recommend it! — Anna Woodcock, Brown Dog Bakery, Ankeny, IA

No: 69%

Who has time for lunch when you own the place? — Tammy Vasquez, Bark Life, Seminole, FL
I feel like it’s their time to get away from it all and watch videos, relax and do what they want. Several usually sit together in our common kitchen, so I do walk around them quite a lot, interacting in a fun way at that time. — Suzanne Locker, ABC Pet Resport & Spa, Willis, TX
My husband and I eat out every day for lunch at a local downtown business. It’s our time together and away from the store. It helps us catch up, think clearer, communicate the day/week/etc. It also supports small local businesses like ours. — Jennifer Larsen, Firehouse Pet Shop, Wenatchee, WA

What’s the Brain Squad?

Do You Or Don't You

Do You Give Holiday Bonuses to Staff?

More than half of you do.

Published

4 months ago

October 1, 2019

PETS+ Staff

Yes: 53%

I take the entire staff out for dinner pizza and beer. Depending on length of employment, and their performance, I give groomers $50-$100, bathers $25-$50. I put cash in a Christmas card. — Rachel Malmfeldt, Pampered Pups, Joliet, IL
It is included in their paycheck, they get an extra $20-$30 bonus per shift they work on a holiday based on their employee pay agreement. — Deana Deitchler, Dog Paw, Park Rapids, MN
We have monthly sales goals which are established by our inventory planning partner (Management One). I take that goal and add 10 percent. Then, all sales above that goal, employees are bonused 25 percent of anything above that. In 2018, our staff rocked it, and each received a $2.77/hour bonus for the month of December. — Michelle Nelson, The Pet Authority, Albert Lea, MN
Cash. Based on time with us and average hours, plus their dedication to our business. — Dani Edgerton, Paws on Main, Columbiana, OH
We give the employees cash in an envelope. We do not do paid vacations, so we try and base it on an average week’s pay for each employee. If we don’t think it’s enough, we add a little more to the envelope. They really appreciate it. — Diane Marcin, Benny’s Pet Depot, Mechanicsburg, PA
I give all employees 12 months and under $50, 1 year $100, and each year they increase by $100. I write personal cards and then give company logo jackets. — Julie Grounds, Central Pet, Tucson, AZ
I give my dog walkers a $25 gas card and a small gift that would mean something special just to them. My groomers get a $100 Visa card and a pizza dinner with all their families. — Kristina Robertson, The Pet Spa at Barkley Square, Falls Church, VA
We usually offer a shopping day where more items are available at our employee feeding prices. We do incentives all year long for cash, gift cards and paid time off, so allowing them to shop hard-core for themselves and as gifts for family is kinda cool. — Michelle Pelletier, Bentley’s Pet Stuff, Green Bay, WI
For my key staff, they get a bonus check based on a predetermined increase in sales from the previous year. — Mike Murray, Bonnie’s Barkery, Phoenix, AZ
I mailed them a holiday/thank you card last year with a $50 gift card Everyone got the same amount. They were all thrilled! — Kelly Catlett, Waggs 2 Whiskers, Bagdad, KY
Cash, plus we all go out to dinner. These past few months, I had some health issues, and they really stepped up to the plate. So in September, I planned to take them all to the gun range to shoot some machine guns. Different bonus? Yep! But I appreciate all they do! — Greg Gorski, Cody Pet Depot, Cody, WY
Our staff gets bonus gifts: gift cards for movies, grocery stores and a HUGE gift card for our store so they can spoil their pets on our dime. — Connie Roller, The Feed Bag Pet Supply, Grafton, WI
We give out gift cards to the luxury movie theater. We want our people to go out and treat themselves after spending all year caring for dogs and customers. We think of our bonus as more of a gift, because it comes with no judgement on performance. — Charlsye Lewis, Metro Animals, Fort Worth, TX
I give my staff a check. I base the amount on their hours put in, their reliability, their client base and ability to keep clients, their communication, and the length of time they have been with me. — Ashley Cook, Viva La Pet, Dover, NJ
The week before Christmas, my team gets a cash bonus. The amount is based on tenure. My team members get a holiday party in January to celebrate making it through the busy holiday season. — Theresa Hogge, Belly Rubs N Suds, Ashburn, VA

No: 47%

I typically host a staff appreciation dinner in late January or early February. — Marcia Cram, Just Fur Pets, Springfield, VA
We’ve never given bonuses but do pay good wages, and employees get products at cost. Since we don’t focus on the holidays, we prefer to be on our “A game” all year, the once-a-year bonus seems disingenuous. — Karen Conell, The Bark Market, Delevan, WI
Whereas we don’t give monetary bonuses, we do take the entire staff out for a fun night of dinner, drinks and a fun activity prior to the season to get them pumped up. We also have performance goals, and those who hit their goals get gift certificates throughout the season. — Sue Hepner, Cool Dog Gear, Roslyn, PA

What’s the Brain Squad?

Do You Or Don't You

59% of Businesses Fire Aggravating Customers

Do you fire aggravating customers?

Published

5 months ago

August 28, 2019

PETS+ Staff

Yes: 59%

We have only fired three customers in our 30 years of business. The last one was making false accusations about one of our groomers and told us she didn’t feel safe in our store with the groomer here. — Richie Powell, All American Pet “Supplies & Grooming,” Springfield, OR
Clients who continually disregard our policies or take advantage of the kindness of our employees are given a warning (verbal/email) that we may no longer accept their appointment request. And dogs that are overtly aggressive or have severe medical issues are declined services without warning. — Sarah Cordes, Knotty Dog, Chelsea, AL
If any of my employees feel threatened or if any customer crosses the insubordination line, I give power to my employees to ask the customer to leave. It hasn’t happened in a while, though. Thank DOG! — Jennifer Flanagan, Nature’s Pet Market Sherwood, Sherwood, OR
I tell my aggravating clients that we do our best to give great service, but perhaps another business may be able to meet their needs. — Marcia Cram, Just Fur Pets, Springfield, VA
We’ve had some longtime clients that get on our “C” list. These are people that continue to take advantage of you. We simply drop them from a list or start saying no to their requests. I had one client get my cellphone number and totally abuse it. She would call on Sundays, any time she would think of something she needed for her dogs. She would want my advice and then tell me my products are too expensive and would buy from somewhere else. I just stopped returning her calls. Even having a store, there are good times and bad times in a relationship. I think knowing when the relationship cannot move forward is key to your sanity, and bottom line profits. — Debbie Brookham, Furry Friends Inc., Colorado Springs, CO
We don’t have any specific guidelines for this, but I know there have been unique occasions where a manager has had to make it clear to a customer that we wouldn’t be able to serve them in the future. — Keefer Dickerson, Nashville Pets Products, Nashville, TN
If they miss two consecutive appointments without notice, if they have an aggressive pet and they refuse to acknowledge the bad behavior and seek help from a vet for meds before the next groom. I just told a client she was no longer welcome in my store and salon with her Husky who kept trying to bite us. I even have his dangerous behavior on video and the owner insisted he “is such a good boy.” I refuse to put my staff in danger. One bad bite can end a career and cause permanent damage. — Danielle Wilson, Bath & Biscuits, Granville, OH
I fire clients when they consistently do not pay on time, if they are rude to my staff repeatedly, or if their pets are a liability to care for. — Ashley Cook, Viva La Pet, Dover, NJ
The breaking point for us is customers who routinely want us to change our rules to accommodate them, with little upside for our business. — Charlsye Lewis, Metro Animals, Fort Worth, TX
Above all, communication is key. If I have a client that is difficult and refuses to listen or compromise…. it’s a done deal. I don’t push, but I am clear. Clarity through communication is best. — Rachel Diller, The Poodle Shop, Littleton, CO
The relationship must be mutually positive. We are happy to help customers find another company to better fit their needs if we aren’t the right fit. — Sherry Shupe, Fur Baby, Milford, DE
I hate using the term “fire,” but I’d say more along the lines of “ending the relationship.” In the years that I’ve dealt with the public, I’ve learned some people will just never be happy. I go above and beyond to try and right every situation, but if I see you’re just a miserable human being, that’s that. No need for the two of us to be miserable. — Amanda Bowman, Fairy Tales Mobile Grooming, Cherry Hill, NJ

No: 41%

We did have a customer with repeated issues of rudeness, and finally one day she snapped and swore at a new employee. (The customer thought she was due for her free bag, and she’d been clearly told her previous visit how many more she had to buy.) We sent her a strongly worded email that her behavior was unacceptable, and that if she wanted to continue to shop she could NOT behave that way. She was very contrite, apologized repeatedly, and has been nice ever since. Luckily, this was a rare issue and we have not had other issues like this! — Shane Somerville, Paddywack, Mill Creek, WA
I handle them in the best possible way. Never be rude to them, never raise my voice, and never make them feel attacked or intimidated or humiliated. I just give them all the best possible information that I can. — Dylan Giampaolo, Woof Woof Pet Boutique & Biscuit Bar, New Bedford, MA
We are a kill-’em-with-kindness store. We never stop smiling; we never stop trying. As long as it doesn’t get nasty, we send them them on their way knowing we didn’t take bait. Brett Foreman, euPAWria Holistic Pet Center, Owego, NY
I do not allow customers to aggravate me. I generally will listen and then either agree or delicately let them know that I am in control of the situation. — Laura Haupt, Bark & Meow, Tarry Town, NY
We do our best to work through the most difficult customer, I, as the owner, deal with them directly. We talk over our policies and work through the issues. It often put the team members in a tough situation to deal with them, so we find if they hear it from me it is better handled. — Christine McCoy, The Natural Pet Enrichment Center, North Royalton, OH