Mar. 29-Apr. 4
OPERATIONS If you haven’t already, start knocking out spring cleaning tasks. Kimberly Gatto of The Wagging Tail in Las Vegas, NV, says, “We do a deep clean of where customers are not allowed: behind our counters, storage closets, back-stock areas, etc. We go through everything, clear out junk and wipe down shelves.” Taylor England of Earthwise Pet Lake Nona in Orlando, FL, adds, “I get the AC serviced so it’s ready to go for the summer and clean the air and dryer filters extra well for de-shedding season.” And Jennifer Flanagan of Pacific NW Pets in Sherwood, OR, says that in April, “I get myself that fancy new mop bucket I’ve been eyeing.”
Apr. 5-11
EVENT PREP It’s also time to assess and resupply for event season if you haven’t yet. Sherry Cassin of Meow Mini Mart in Jersey City, NJ, shares, “We do a lot of pop-up off-site events from May through early December, so we take inventory of all fixtures and supplies, see what needs to be replaced, and purchase a few new display accessories.”
STAFF Speaking of event prep, Annabell Bivens of The Dog Store in Alexandria, VA, says, “We go through and black out days for time-off requests and confirm event assignments” in April. It’s also a good time to ask for summer vacation requests and to check in with any returning seasonal team members.
Apr. 12-18
INVENTORY Check on your Global Pet Expo orders and follow up as needed. If you scanned or took photos of orders at the show, print them for easier access.
STAFF Apr. 16 is National High Five Day. To reward your team for their hard work, give surprise “high-fives” in the form of gift certificates to their favorite coffee shop or other treat supplier.
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Apr. 19-25
LEADERSHIP Block two hours this week to think about where your business should be in two years. No interruptions. Just thinking.
Apr. 26-May 2
COMMUNICATION Is there a customer you simply cannot please? After multiple attempts? Next time they return a product that “doesn’t work” or that their pet “won’t eat,” follow this advice from Eric Mack of Purrrfect Bark in Columbus, NC: “I’d pick a brand a competitor has and recommend it,” he says, adding that he’d explain it cannot be special ordered because the other store has exclusivity with it. It’s a softer way to break up with a customer — but an effective one!
COMMUNITY During May, also Chip Your Pet Month, remind locals that you keep a scanner at your business to help reunite lost pets with their people. Don’t have one? Get one!
May 3-9
TECHNOLOGY On May 7, also World Password Day, embrace keychain software if you’re still using your pet’s name and birthday as a password. You’ll get back time lost to resetting passwords you can’t remember.
May 10-16
MANAGEMENT Book time with your top two employees. Ask them what’s working and what’s broken. No agenda — just listen.
INVENTORY Get ready for the summer rush if you have one. Penny Murano of Unleashed in New London, NH, says, “I review last year’s sales to make sure I account for the increase in summer customers who come up every weekend — our population triples when the summer residents come, and I want to make sure we have enough food in store!”
May 17-23
CUSTOMER EXPERIENCE Train your staff to give first-time customers a tour of your business. It’s a good way to break the ice and make newcomers feel welcome.
May 24-30
STAFF Run a 10-minute “cool head” drill with your team. One member plays the angry customer, the other practices calm posture and slow voice. Better to sweat in practice than freeze in battle.
MERCHANDISING If you pair canned food with dry food by brand, consider creating a canned food section. Jennifer Flanagan of Pacific Northwest Pets in Sherwood, OR, says, “We teach customers to rotate and not become brand loyal. When I bought my first store, cans were all together. As soon as I moved the cans to their own section, sales immediately increased and people became more open minded. The biggest benefit: If you have to dump a manufacturer, you have customers who are grateful they didn’t worship a particular line and instead opted for rotational feeding.”
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