question:
Some customers treat our bulk cookie bar like a free snack station. I know we’re not supposed to make unfriendly policies due to the actions of “a few,” but I’m wondering how others manage this? — Pattie Zeller, Animal Connection, Charlottesville, VA
Repeat the pricing signage on or around each container, maybe lids on each bin with the pricing, so people can see they are not intended to be free treats. Becci Scott, Fetching Dog, Scottsdale, AZ
Be a little more direct with customers and just tell them it’s not free or maybe put a sign that says NOT FREE and then put the price. We also have a cookie container that our employees use to give treats to all the dogs who come in. The treats are usually any leftover cookies from the treat bar that we replace as we rotate flavors. I understand that it’s hard to be direct, as you don’t want people to be offended, but at the same time you are there to make money. Cynthia Gaspar, The Urban Mutt, Brookfield, IL
1. We package all our bulk biscuits, and they sell better: 10-oz. bags (lowers the price point). 2. We have a snack station behind the counter. Many pups know it and belly up to the bar for treats. 3. We offer Free Pup Cups with a treat on it, which is very popular. Dani Wright, McKenzie Feed & Pet Supply, Springfield, OR
Perhaps subtle signage that reads “Come to the counter for a sample!” Then train staff on how to intervene: “Oh! Those treats are for sale. Let me help you weigh out the selection in your pocket so we can ring you up.” Or “Hi there! Those treats you’re giving Fluffy are actually product for sale. He really liked that one. Would you like to get started with a refillable jar or a clamshell container?” Katherine Ostiguy, Crossbones, Providence, RI
I have always had a bulk bar in two different stores and have never had an issue with people assuming it’s free. Each barrel or jar says what is inside and the price per ounce. We encourage tasting, and when someone brings one or two bones up to the counter to pay, we tell them it’s on the house. Our bulk treats are a bestseller. When I opened a third location, I didn’t put a bulk bar in due to the crazy cost of barrels now, but people want it. In the meantime, we package bulk treats, and they sell out every week. Ashley Lancaster, Hot Diggity Dog Wash & Boutique, Dennis Port, MA
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We have had our biscuit bar for almost 15 years now with no real issues. Yes, people may give a biscuit or two, but the pricing offsets it as we profit very well off the bar. Sherri DeChaine, Woof! Woof! Pet Boutique & Biscuit Bar, Bristol, RI
Editor’s note: All answers run with permission, edited for clarity and length. Independent retailers and service providers, join the PETS+ Facebook community for more helpful insight and advice.
