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Take a look at the nuts and bolts of your fellow indies here, plus see where Thrivers thrive and Strugglers struggle.

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What is one piece of business advice that has had a direct impact on your bottom line?

  • “Don’t focus on what other businesses do, focus on what works for you.” — Aundra Hedges, Stella & Chewy’s
  • “If I haven’t re-ordered a product within six months, clearance it out and discontinue it or only special order.” — Candace D’Agnolo, Pet Boss Nation
  • “Sometimes the deal you don’t make is the best deal you could have made, meaning that some people are very difficult to please and doing business with them isn’t worth it. Instead be your best for those who appreciate what you offer.” — My dad
  • First, raise your prices.” — Bob Negan, WhizBang! Retail Training
  • “You don’t need a bigger store, you just need to continue curating products to carry.” — Steven Triedman, Corky’s Reflective Wear
  • “Put your staff first.” — My first boss, the owner of a local pet store. “When she hired me and I gasped at the hourly wage (almost double minimum wage!), she said: You deserve to live a thriving life outside of work. I’m happy to go on fewer vacations each year if it means you’re taken care of when you go home at night. That conversation shaped many things in my career!”
  • “Stay true to yourself and what you do.” — My mama
  • “Standards are great, but always remember that you’re not rich enough to let too many people walk out the door empty-handed.” — My grandpa
  • “Maintain a solid work-life balance, otherwise you’ll likely fail in one or the other — or both.” — My mentor
  • “Be honest and ethical with clients.” — My grooming instructor
  • “People trust people, not brands.” — A store regular. “This has helped me focus on bringing in brands based on their integrity and ingredients, not just because I think they’ll sell.”
  • “Buy your building so you can be our own landlord.” — My dad
  • “Never be without grooming services.” — Previous owner. “He was so wrong. Eliminating grooming was the best move we ever made; it rid us of that never-ending drama.”

If you were to bring in one business consultant, what would they be an expert in?

Human resources
8%
Inventory management/buying
13%
Finances/money management
19%
Merchandising/organization
7%
Sale of business
11%
I don’t need a consultant
7%
Marketing/social media
31%
Other
4%

Mental health specialist and an expert in generational succession planning were mentioned as “Other” answers.

What tasks do you outsource?

Bookkeeping
51%
Human resources
8%
Social media
10%
Cleaning
12%
Payroll
46%
Administrative Tasks
4%
Other
22%

Further analysis shows that Strugglers were more likely to outsource bookkeeping and payroll than Thrivers by about 10 percentage points. Repeating the advice D’Agnolo offered in the You, the Pet Pro section, outsourcing makes sense in areas you lack strength, but again be careful not to completely disconnect. One weakness we fully get behind outsourcing altogether came in as an “Other” answer: “I pay a window washer. Does that count? LOL!” Yes, it does!

How often do you hold staff meetings?

What’s your return policy for products?

No returns
5%
Case by case
31%
All Items — replacement or store credit without receipt, full refund with receipt
31%
Unused product — store credit only
5%
Unused product — full return within a certain number of days
15%
Used product with manufacturer guarantee — per their guidelines
13%

How do you pass on credit card-processing fees to customers?

Add and clearly state it as a fee
8%
Offer a cash discount
4%
Build it into my pricing
24%
I don’t. I assume them as a cost of doing business.
64%

What pet-friendly elements does your retail area feature?

Wide aisles in circular patterns
39%
Shelving units top just below eye level
30%
Low-gloss, non-slip flooring
40%
Color palette of blues and whites more visually understandable to animals
19%
Acoustic ceilings, sound-proofing wall insulation, calming music
17%
Separate entrance for fearful/reactive dogs
13%
Private shopping by appointment
16%
None
29%

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