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% |