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The Customer Is Not Always Right

Here's proof.

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Bottom line: The customer is not always right. And in addition to being wrong, customers also can be unreasonable, unethical or outright offensive — with some checking multiple boxes. We asked you to share stories of when a customer was wrong at your pet business. In some cases, you offered a refund or return even when not warranted to save your sanity and time. In others, you held fast to protect your profits and team. No matter the outcome, you all made it clear that a blanket “The customer is always right” policy does not apply to indies and certainly not in 2019. Take that, coiner of the phrase, Harry Gordon Selfridge!

LIKE THE PUP. THE PET PARENT? NOT SO MUCH

We had a client with a dog who was fearful and extremely matted for grooming. We used every technique to get out the mats and not hurt the dog or stress her further. Didn’t work. We had to shave her short but fluffy. We did ask Mom first. However, Mom saw the dog on camera playing in the yard and came in pre-angry. In short, I explained it was a case of humanity over vanity, but she was still angry. Said she would never groom with us again. My response: “Please feel free to do whatever you feel is best for you and your pup. My main concern is the happiness of your dog.” She has brought her dog back three times, but I will only let her board or day care. It would be nice if she never came back, but we do like the pup. — Hope Garlick, Little Paws of Hope, Westbury, NY

SMH

A customer returned half a bottle of flea spray, saying it made his dog throw up after he sprayed him in the face. — Ron Keller, Captivating Canines, Westerville, OH

NO SHAME IN THIS CUSTOMER’S GAME

Years ago, we had a customer who bought a small bag of dog food and brought back the bag about two-thirds empty within 10 days or so, saying the dog wouldn’t eat the food. After the fourth or fifth time, we refused to accept the bag. She claimed the manufacturer stated on the bag: “If not satisfied, return bag to store where purchased for a refund or another bag of food.” She said she was going to call the company. And she did.

About a week later, she came into the store with a coupon for a free bag of food from the manufacturer. I honored the coupon and called the manufacturer. I found out the customer told the company I flat out refused to take back the bag of food, but never said anything about the numerous other returned bags. I did have a very nice conversation with the manufacturer to set things straight.

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Wouldn’t you know, that customer came back trying to return the bag of food again. I had a talk with her and told her it appeared there was no way we could satisfy her or her dog and it was best if she didn’t shop in the store anymore. As she was leaving, she said she was going to tell all her friends not to shop at the store. I said, “Thank you.” We’ve since changed return policies. — Nancy Okun, Cats N Dogs, Port Charlotte, FL

OR THIS ONE’S

Just recently, a customer received a free bag and argued with my staff because she wanted a bag that was not the one redeemed. She called us names and made a scene, even left and returned to yell at us again. I called the police. I can’t fix crazy! — Jennifer Flanagan, Nature’s Pet Market Sherwood, Sherwood, OR

IT CAME FROM A PET BOUTIQUE

A client recently ordered a dog birthday cake. After the weekend was over, she called complaining that she ordered this cake for her pet and human guests, and the human guests did not appreciate it. It was shaped like a dog bone. After repeatedly trying to reason with her as to why a dog cake is not the same as a human cake, I just refunded her money. Sometimes the refund is worth the valuable time I would have to spend on stupidity. Leel Michelle, Bow Wow Beauty Shoppe, San Diego, CA

TAKE YOUR RACISM ELSEWHERE

It amazes me over the years that people are still racist and very unkind. One pet owner was picking up her Poodle at our grooming salon from one of our fantastic groomers, who was both Hispanic and African American. She said she wasn’t comfortable with that particular staff member working on her dog … even though the fur of the dog was similar to the groomer’s hair (!) so she should be familiar with how to groom it. Needless to say, I was floored. Her Standard Poodle was black. I asked her if she thought it would be fair, reasonable or kind if I told her and all owners of black dogs that they were not allowed in my building or that we weren’t comfortable working on them, just because of their fur color. She threw money at me and walked out. So, I guess I made my point. — Krista Lofquist, Wagging Tails, Wolcott, CT

WHAT DOES DCM STAND FOR AGAIN?

This didn’t happen to me, but a vendor rep told me he was in a store shortly after the FDA’s list of foods [named in reported dilated cardiomyopathy cases] was released. A customer came in to return the dog food she bought. She was angry that the store would sell her a food with DCM in it. (Eyes roll.) — Keefer Dickerson, Nashville Pet Products, Nashville, TN

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FLEAS COST EXTRA

We had a client who had two Westies. The first time she came in to get them groomed, we called her within 15 minutes to let her know that her dogs had fleas and would be getting a flea bath. About a month later, she came in again, same thing. This time she did not believe us and wanted proof, to send her photos. She said we must put fleas on dogs to get the extra fee, and she was not paying. We told her that is our policy, and when she came to pick up, she paid and pushed everything off our counter onto the floor and told us we were scamming her, and she would never be back. Bye! — Jessica Cooke, Yuppy Puppy, O’Fallon, MO

CHECK YOUR CALL LOG BEFORE YELPING

I scored a negative Yelp review from a customer who said we don’t answer our phones. She called at noon on a Sunday of a three-day holiday weekend. We were closed the entire weekend. The last time she called, we returned her voicemail eight minutes later. I looked at her other Yelp reviews and saw she had left a similar complaint at another dog day care and at an animal shelter on the same day! So I replied publicly to her Yelp review, pointing this out. She deleted the Yelp reviews on all three businesses and sheepishly apologized to the other dog day-care owner (never to me). Will I see her again? I doubt it! — Katherine Ostiguy, Crossbones, Providence, RI

HE WOULD NEVER!

We had a customer return a Kong, saying it was defective because it had “fallen apart at the seams.” Upon inspection, it was clear that it had been chewed up. When I pointed this out, she was adamant that her 4-month-old puppy was a good boy and would never destroy anything because he knew it would hurt her feelings. Normally, we have a very liberal return policy, but this was one time I could not bring myself to accept the product back. Did it cost me a customer? No doubt. But is she someone I wanted to keep as a customer? Not really because I knew she would be an ongoing issue. Unlike her perfect puppy, I was willing to risk hurting her feelings. — Wendy Megyese, Muttigans, Emerald Isle, NC

STALKING? REALLY?

We had a customer come in right at closing time. My person in charge and clerk both asked if she needed help with anything as we were closing up, and she said no and kept shopping. She ended up angry that she felt rushed and claimed they were stalking her. The customer ended up yelling at our staff member and threatening a lawsuit. We politely disagreed with how it went down, and it never went anywhere. Just quietly went away. We were shocked it never went to a bad review, or anything, but we were glad. — Jennifer Larsen, Firehouse Pet Shop, Wenatchee, WA

MAYBE DON’T LEAVE THE HARNESS ON?

I had a customer who purchased a 2 Hounds Design Freedom Harness. His son left the harness on the dog, and the dog chewed it. The customer came back to my store with the chewed harness and asked what I could do for him. I told him about their repair warranty. He said he needed it right away, so I agreed to give him a courtesy discount on another harness, with the thought he would send the other one back to 2 Hounds Design for repairs. Or at least take it to the local shoemaker for repairs.

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The customer came back a month or so later with another chewed harness. This time, he wanted me to take the harness back and give him a new one for free. When I told him no and offered him another courtesy discount, he flipped out, cussing and fussing as loud as he could. I didn’t have to say anything else because several customers came to my rescue and put the guy in his place. I’m not sorry to lose that guy’s business! — Sue Hepner, Cool Dog Gear, Roslyn, PA

LESSON LEARNED

We had a customer tell us that we told them a toy was guaranteed when it was not. They, of course, came in at the busiest time of day and made a stink, raising their voice and trying to make us look bad. Even when the customer is wrong, you still have to think that maybe, just maybe, something was interpreted incorrectly or misunderstood. I ended up taking the toy and replacing it with a toy by the same maker that wasn’t a big mover, and she walked out satisfied. The lesson learned from this was that my staff and I need to be very clear with our words and to make certain customers understand what we are saying. So we have used this situation to practice how we speak about various products. — Johnna Devereaux, Fetch RI, Richmond, RI

Pamela Mitchell is the senior editor at PETS+. She works from her home office in Houston, TX, with Spot the senior Boston Terrier as her assistant.

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Close the Gap Between Knowing & Doing

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There’s a chance you’ve stood here before: pledging to yourself that this year things will be different. You’ll implement those best practices you’ve read in business books or heard at trade show seminars. You’ll get your inventory into shape, bring your marketing up to date and fire up your staff. Come the end of 2020, you’ll be sitting atop a thriving business that will not only ensure your financial future but showcase your business acumen. Only, the odds suggest it’s not going to happen. Research suggests you’ve got about a 30 percent chance of succeeding in implementing such change. It’s more likely that in 365 days you’ll find yourself about where you are now, doing things much the same way as you always have. Let’s change that, shall we?

The inability of most businesses to implement change effectively — even when they know what needs to be done — is one of the more curious and frustrating aspects of business management. Jeffrey Pfeffer and Robert Sutton, two Stanford Graduate School of Business professors, famously coined the term “the knowing-doing gap” to encapsulate the divergence between what managers do and what corporate best practices and management science say they should do.

The knowing-doing gap afflicts businesses of all sizes and in all sectors. And despite increasing awareness of the issue, companies are getting no better at closing it.

Behind the seductive lure of “New Year, New You, New Business” often lies a misunderstanding: the idea that what we require, in order finally to change, is one last push of effort or willpower.

The assumption is that your business is like a heavy rock poised on a hill above the Valley of Productivity, Profitability and Success. All you need is a concerted push to get the thing rolling. But the real reason that transformation is hard — as Robert Kegan and Lisa Laskow Lahey make clear in their book Immunity to Change — is that people and organizations have powerful “competing commitments” or reasons not to change.

To blame lack of effort to explain why your staff is unwilling to implement your new sales practices, to chase new markets, or embrace new technology, is to neglect the fact that those habits are what underpin their feelings of competence or distract them from issues they’d rather not address. As with the rock, there are countervailing forces that keep it stuck, beyond the mere absence of an impetus to move.

To be sure, change is hard. It’s difficult to get other people, meaning your staff, to do what you want. It’s often as tough to get yourself to follow through on a commitment you’ve made on Dec. 31. But that doesn’t mean it’s impossible.

Hollywood movies are often about change and redemption, and often the trigger is a rousing speech by a dying uncle, wounded comrade, aging sports star.

In the real world, influencing people’s behaviors requires a lot more than words.

You need to make what is often perceived as undesirable desirable; you need to harness team spirit; you need to offer rewards and make it structurally easy for the person to carry out the changes through routines and skills training.

You need to hold people accountable to the new ways on a day-to-day basis, and you need to be prepared to pivot and change approaches when something is not working.

Finally, you need to be ready to communicate your message over and over again.

In the pages that follow, we will provide a few tips and ideas to set you in motion on your year of change. There’s a good chance you will know many of them. That’s the thing about the knowing-doing gap. The secret is to invest in as many as possible, celebrate any progress that you make and keep moving forward.

18 tips on closing the knowing-doing gap

1. Get Buy-In

To succeed, a change strategy must at least in part be shaped by the people who will execute it. They are the ones doing the work, implementing the rules, so they need to be involved from the beginning. Moreover, they are best positioned to codify experience into usable rules, which they can phrase in a language that resonates for them. (Creating such in-house terminology is often one of the first steps in building a successful company culture.) And besides, they may actually have some good ideas to share. “Often the best strategies don’t come from the top of the organization. The frontline can be a well of ideas. New ideas pop up from the pressure of trying to solve a problem for the customer,” says Robert Simons, author of Seven Strategy Questions: A Simple Approach for Better Execution.

2. Play Planning Poker

One of the main drivers of resistance to a change program is when staff don’t feel they have been heard or the amount of additional work they may be asked to do is not acknowledged. A fun way to show you’re interested in your employees’ perspectives is Planning Poker. It goes like this: Each staff member gets a set of numbered cards, and the manager describes the new task or role they will be asked to do under Program Revamp. The employees then choose the numbered card that represents the amount of effort that they believe will be required to achieve the outcome. As the cards are revealed — some with high values, others with lower values — it quickly becomes apparent who’s not on the same page. “Planning Poker sparks productive discussion and speeds up clarification of what’s expected,” says Dave Bailey, a business coach and tech entrepreneur.

3. Be a Little Less Positive

Positive thinking has its place, especially when it comes to conceiving goals, but when it comes to achieving them, it can actually be a hindrance, says Gabriele Oettigen, a New York University psychology professor who has been studying the effects of positive thinking for over 20 years. “When people only think about a positive future, they’ve already attained this future in their minds, so they have little motivation to actually act on it,” Oettigen recently told The Atlantic. In her book, Rethinking Positive Thinking, she recommends a procedure called mental contrasting — that is, examine the barriers that stand in the way of us actually attaining that goal and map out detailed strategies to deal with them. “Visualizing the desired future and then imagining the obstacles can actually help us be more successful than positive thinking alone,” she says.

4. Be Outright Negative

Postmortems are useful, but even better is if you can take action before the “patient” — your dear project dies. Hence the increasing popularity of pre-mortems. The process is simple: “Unlike a typical critiquing session, in which project team members are asked what might go wrong, the premortem operates on the assumption that it’s already over. You’re screwed. Everything went as badly as you could have feared. Now: Why? Asking the question this way, explains the psychologist Gary Klein, who came up with the concept, has an almost magical effect. It removes the pressure from those who are worried about seeming disloyal by voicing concerns; indeed, it turns things into a competition to find ever more convincing reasons for failure. “It’s a sneaky way to get people to do contrarian, devil’s-advocate thinking without encountering resistance,” Klein says. According to Klein, suggesting that using prospective hindsight can improve people’s ability to predict the reasons for future outcomes by 30 percent. At the very least it should help you come up with a good contingency plan.

5. Try a Brainwriting Session

Traditional brainstorming sessions have a rather spotty record. This is because only one person can speak at any one time, and it is easy for some personalities — and their ideas — to dominate, so few good ideas are actually generated. A new study suggests something called “asynchronous brainwriting,” whereby participants rotate between eight-minute individual writing sessions and three-minute group sessions to read over each other’s ideas. The researchers from the University of Texas found that participants thought of an idea every two minutes on average, a much higher rate than more traditional brainstorming sessions.

6. Skin in the Game

There’s another reason you want to involve your staff: When people feel the ideas were partly theirs, they have skin in the game and feel accountable for the plan’s success. It wasn’t just the boss’s idea. “People do not change their minds through being told, however open and inclusive the communication may be. It is an oft-forgotten feature of human nature that if you want to influence someone, a good start is to show they have influenced you. If you are open to others, others tend to be open to you. Influence comes through interaction,” write Alison Reynolds and David Lewis in What Philosophy Can Teach You About Being a Better Leader.

7. Aim, Fire, Do

The traditional top-down approach to business strategy has been “Plan-then-Do”: The organization would invest heavily in creating a detailed plan that specified roles for all employees based on how the market was expected to react. Should the plan falter, employees would invariably be faulted for failing to execute, leading to demands the plan be followed even more closely with ever greater micromanaging. The results were rarely pretty. The problem, of course, is that no Gantt chart survives contact with reality. An alternative approach popularized by Tom Peters and Bob Waterman in their bestseller In Search of Excellence was a “ready-fire-aim” go-to-market strategy. This agile, test-and-learn approach, which has become the standard in Silicon Valley, is better suited to today’s volatile environment. Instead of thinking of strategy as a linear process, consider it as inherently iterative — a loop instead of a line in which the situation is constantly reassessed: Plan do, assess, replan-redo. “Success requires identifying the next few steps along a broadly defined strategic path and then learning and refining as you go. This approach makes execution easier and increases the odds of delivering great results,” says Michael Mankins a Bain & Co. partner and coauthor of Time, Talent, Energy: Unleash Your Team’s Productive Power.

8. Identify your WIGs

To win any war, you need to pick the right battles. In their book The 4 Disciplines of Execution, Chris McChesney, Jim Huling and Sean Covey call these targets “WIGs,” short for Wildly Important Goals. A WIG can make all the difference, but will require you to commit a disproportionate amount of energy to it. “In determining your WIG, don’t ask ‘What’s most important?’ Instead, begin by asking ‘If every other area of our operation remained at its current level of performance, what is the one area where change would have the greatest impact?’” they write.
The truth is that it is hard to do more than two or three big things at a time, no matter how large your organization. “Saying no to things that you really want to do is the telltale sign of a good planning process. Saying yes to too many things is the telltale sign of a poor planning process,” the investor Fred Wilson recently told a recent INC founder conference.
The final benefit of a WIG is clarity. According to some studies, only 15 percent of employees at corporations actually know their organization’s most important goals — either because there are no goals or they have too many goals. A WIG will ensure everyone is clear on what critical activities provide the greatest leverage to achieving that goal.

9. A WIG is not a BHAG

One of the standard invocations of business planning is to set “big hairy audacious goals,” also known as BHAGs, that will be achieved sometime in your lifetime. But there’s probably no easier way to sabotage your efforts to get something done than to think of it as a “long-term” goal, which implies it’s going to be tricky and time-consuming. Yes, set big, ambitious goals. Just be sure to add deadlines for the small concrete steps that will get you there. In his book One Small Step Can Change Your Life: The Kaizen Way, Robert Maurer suggests taking almost absurdly tiny steps, day after day. It enables you, in Maurer’s words, to “tiptoe past fear”: Our brain, it seems, is fooled when we tell it we’re embarking only on something minuscule, and it stops putting up resistance. By making your steps too small to fail, you and your staff can make those initial, small changes on which to build a new way of working and doing business.

10. Be Clear about Everyone’s Role and Place

Gary Neilson, a consultant with Strategy&, which over the last decade has surveyed more than 1,000 companies for a strategy study, says failures can almost always be fixed by ensuring that employees fully understand what they are responsible for and who makes which decisions — and then giving them the information they need to fulfill their responsibilities. With these two building blocks in place, structural and motivational elements will follow.

11. Don’t Substitute Talk for Action

Many corporate teams spend so much time creating strategies and setting goals, they don’t actually implement anything. Systems can help. One popular system goes by the name “No Zero Days”: The idea is simply not to let a single day pass without doing something, however tiny, toward some important project.

12. Keep a Compelling Scoreboard

People play differently when keeping score. “Great teams know, at every moment, whether or not they’re winning. They must know, otherwise, they don’t know what they have to do to win the game, say McChesney, Huling and Covey in 4 Disciplines. The four characteristics of a well-designed scoreboard are that it be simple, easily visible by everyone, show lead and lag measures, and allow employees to tell within five seconds whether they’re winning or losing, they say.

13. Six-Week Sprints

This “agile planning” should be viewed as a series of box sprints with the objective of moving forward, testing the waters, learning, and refining the strategy based on the results, says Bailey, who recommends six-week stretches. Business consultants Brian Moran and Michael Lennington, authors of the 12-Week Year, recommend a longer period, as the title of their book suggests. The exact number isn’t important just so long as the stretch is long enough to allow your team to make significant progress on a key front, yet short enough to stay focused. The problem with thinking of life in annualized 365-day units is that a year’s too big to get your head around, Moran and Lennington argue, and there’s too much unpredictability involved in planning for 10 or 11 months in the future.

14. Praise More

Many managers act as if praise is a finite resource. It’s not, and lack of recognition is usually the No. 1 complaint among staff.

15. Use Fear Judiciously

Few industries are being “disrupted” as drastically as the retail industry. Andy Grove, the former Intel chairman, liked to say that fear — fear of the competitor, fear of failure — was essential to fueling a desire to win in the marketplace. But fear is often counterproductive. Stanford’s Pfeffer and Sutton suggest that managers who try to lead through fear cause paralysis more often than action. And trying to motivate yourself with fear is like screaming at a child, “Do something, dammit!” You’ll either freeze up or act in an impetuous way that makes things worse.

16. Take Care of the High and the Low

Humans typically don’t like change. And the two groups most resistant tend to be the lower performers and — surprisingly — high performers, says Neilson. The low performers because they fear they will struggle and the high performers because they have found a way to succeed in the existing system, so they tend to see the problem as other people needing to get it together and be effective. As a result, change seems like unnecessary overhead that is liable to get in the way of their actual work.
“Before you try to introduce any kind of performance management to a team, the first step is to bring in standards, support, and accountability. Once you have that, you can clearly communicate where people need to develop, give low performers the help they need, set them up to be successful, and if it still doesn’t work out … let them go. This is not an easy process, but it is a relatively straightforward,” Neilson writes in Results: Keep What’s Good, Fix What’s Wrong, and Unlock Great Performance.
For high performers, it will be hard, but it will be extremely effective, so take the time, he counsels. Hone your explanations on them, hear them out and work to earn their trust. They usually wield outsize influence in the workplace. Once you have their support, other employees will quickly get on board.

17. Deal with Dissent

5 It’s possible, and even likely, that some of your frontline employees will voice objections to your strategy. They may think the leaders have chosen the wrong approach or have decided to play in the wrong space. If this happens, listen carefully and sincerely. “Every failed strategy had people on the frontline who expressed concerns,” says Simons. It’s a manager’s job to allow bad news to bubble up to the top of the organization. Simons urges, though, that once those concerns have been heard and dealt with, then people need to fall in line with the agreed strategy regardless of their opinion. For those who seem determined to play the game of “Yes, but” (offer a solution, and they’ll find a reason to reject it), the right response is to refuse to play along, because their real motive is to prove the situation is irresolvable. Break the cycle by agreeing sympathetically. Or ask: “What do you plan to do about it?” says the entrepreneur Trevor Blake in his book Three Simple Steps.

18. There Is No Finish Line

Lurking behind most schemes for transformation is the unspoken notion that change is something you achieve, once and for all. But it doesn’t work that way because a day when everything is “sorted out” never arrives. If you continuously stare at the gap between where you are and where you think we should be, you’ll exist in a space of debilitating discouragement. Instead, observe and appreciate how far you’ve come. Sure, you aren’t where you want to be, but you aren’t where you were, either. “Treat strategy as evergreen. The best companies see strategy less as a plan and more as a direction and agenda of decisions, says Michael Mankins in a paper titled “5 Ways the Best Companies Close the Strategy-Execution Gap” in the Harvard Business Review. Focus on getting better, rather than being good. and before too long, you might find that you’re actually pretty great. Not only does this encourage you to focus on developing and acquiring new skills, it allows you to take difficulties in your stride and appreciate the journey as much as the destination.

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Cover Stories

Big-Box Busters

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PetSmart. Petco. Target. Sam’s Club. Walmart. Costco. Heck, let’s even throw Bed Bath & Beyond, Marshalls, HomeGoods, TJ Maxx and grocery store chains into the mix of big-box stores that compete for pet parents’ dollars.

But as you prove on a daily basis, bigger does not always mean better. As small-business owners, you offer more personalized customer service, including a deeper knowledge of the pet products and services you sell. You are invested in your communities. And you quickly adapt in an ever-changing industry.

All of this allows you to stay competitive.

But if you are having trouble in this area, or you want to find different ways to beat big-box stores, we invite you to find inspiration from your fellow indies.

EMBRACE BEING SMALL

1 Bark on Mulford in Rockford, IL, measures just under 1,000 square feet, and that suits Kaye Busse-Kleber just fine. The size of the store keeps customers where she can see them — and they can see her.

With that in mind, Busse-Kleber shares the story a pet parent told her about shopping at a big-box store.

“She was at [a big-box pet retailer] looking for a collar, had to track down an employee to ask the price. He had no idea and asked what section it came from. She had to show him, and then he told her the price, but said it looked used. She put it back and came to see us.”

Customers never have to search for Busse-Kleber or a member of her team. Nor do they feel like they are not valued.

“We have a smaller selection of collars, but she came in telling me about the lack of customer service and that her experience with them ‘not caring if they sold something’ would keep her from going back.”

Limiting staff to just herself and two part-timers allows for a personal connection also not found at big-box stores.

“I can guarantee, that employee didn’t ask about her dogs. The customer has only been in my store twice, and I already know she has two dogs: a Rat Terrier named Theodore and a Jack Russell Terrier named Angel.”

Another way Busse-Kleber touts the benefits of shopping small are by bragging about unique items on social media with the hashtag #YouCantFindThisAtTarget.

Toni Shelaske of Healthy Pet Products in Pittsburgh, PA, also uses her store’s small size as a selling point.

“We convey it in as much of our advertising and social media as possible. Small Business Saturday is our second-highest volume day of the year. We ask our vendors for support and offer a basket raffle, and we debut new holiday items and discounts on most of our products. Food and beverages for humans — our customers really enjoy the day!”

Support other small businesses

2Woof Woof Pet Boutique & Biscuit Bar in New Bedford, MA, and Bristol, RI, gives shelf space to several local small businesses. Among them, Dylan Giampaolo says, are “Quincy & Co. We have a seamstress that handmakes all of our bandanas and bowties for different seasons and sports teams. She also makes leashes and collars. Matisse Jeans is a cat toy handmade from recycled jeans that have a custom catnip blend from Cape Cod, and 100 percent of the proceeds ben- efit Bristol Animal Shelter.
“We truly are a small business trying to carve out a place for ourselves, and we believe in supporting other small businesses!”

Tout locally owned & operated

3 Toni Shelaske of Healthy Pet Products in Pittsburgh, PA, spends as much time as she possibly can on the sales floor working with customers.
“I want people to know that I am the owner and that I greatly appreciate their business,” she says. “So the funny thing that has happened because of that is that customers come in asking for me and say ‘I know Toni.’ When it was time for me to have my own personal Instagram page, my employees decided @IKnowToni had to be my handle.”

EARn IN (EXCLAMATION) POINTS WITH IN-depth knOWLEDGE

4Shane Somerville of Paddywack in Mill Creek, WA, was more than prepared when a customer emailed her about canine dilated cardiomyopathy (DCM).“I sent her a fairly long response with some info, attached the document I wrote for our customers (including an FAQ and links to resources from vets) and talked about the different options she could check out. She wrote back very quickly and said, ‘Shane, This is why we love you!!!!! Thank you so much!!!!’”

SURPRISE WITH PERSONAL SHOPPING

5 Annabell Bivens orders for The Dog Store in Alexandria, VA, with specific customers in mind.

“We have an all-black Basset Labrador (Bassador), and he rocks his clothes, but his parents wanted something super visible since they spend a lot of time in the mountains at their cabin. So, in addition to the regular colors of the new line of RC Pets Polaris sweater, we ordered him the red sweater in his size and showed them the photos of the reflective stitching. They were so excited! (His color is red). I mentioned it to them when I ordered it, and it came in about four months later. They even asked when they saw winter stuff coming out because they remembered our conversation.”

Such personal shopping does not happen when big boxes do their ordering.

TAKE PRICE-MATCHING TO THE NEXT LEVEL

6How does Fetch RI compete on price with the big-box stores? Johnna Devereaux does not advertise price-matching, but she does it when possible and sees the practice as an opportunity on multiple fronts. She shares what happens when a regular customer alerts her to lower prices elsewhere:

“First, it allows me to look at the specific item and provide a lower price to this customer, who is clearly showing loyalty by bringing this to our attention. Second, it allows me to reach out to my brand rep and discuss how I can buy better at a discount, which then allows me to reduce the price of those items for all of my customers. I do advertise that to my customers, letting them know that we pass on the savings to them from our purchase bargaining, and so they now have a lower price! Win-win!”

The Store at Paws ’N Effect in Hamden, CT, also price-matches, but Sandy House simply makes the adjustment.

“We price-compare about every six to eight weeks by both physically going into the stores and then checking online, if they sell that way as well. If I find a local brick-and-mortar store is selling something for less than us, I check what our wholesale price is, and then I make the adjustment before a customer asks.”

DIVERSIFY COMMUNITY SUPPORT

7 The national pet stores in Delavan, WI, donate to local animal-welfare organizations, but Karen Conell of The Bark Market in Delvan, WI, sees the importance of investing in her community as a whole.

“We support many local not-for-profits, such as a therapeutic riding program, school for the handicapped, vocational school for adults with disabilities, wildlife rehab center, child advocacy center, playground for children with disabilities, and multiple animal rescues and shelters. We are local, and our customers are involved and reach out to us often.”

While altruistic, these efforts create positive word of mouth, giving her an advantage against big-box competitors.

“We don’t do it for recognition, but it happens and we are grateful!”

PROVIDE FREEBIES

8 When converting customers to frozen raw — still an excellent way to compete with big-box stores — Conell of The Bark Market makes it hard to resist.

“We have manufacturers who encourage us to give away a free small bag to get them started,” she says. “Let’s just say folks are stunned by the free offerings and the gentle shove in a new direction.”

Freebies can also be fun activities to draw in customers. Sue Hepner hosts a variety of events at Cool Dog Gear in Roslyn, PA.

“We just had a Winter Fashion Show: Dogs on the Cat Walk. We used customers’ dogs as our models. These awesome dogs strutted their stuff in front of the crowds, highlighting all of our winter fashions while their people modeled our human line of gifts and clothing. We also offer free pet and family picture-taking opportunities with our fall and winter backdrops. And for the first time we will be having storytime for kids. Our first story will be all about teaching children about dog safety and, of course, we’ll have a special visit from our mascot Cool Dog — always a crowd favorite!”

And Southern Barker in Lexington and Louisville, KY, has begun hosting breed meetups in its stores.

“We do get a sales boost during our meetups,” says Leslie Stewart. “They are socializing, but also shopping because they are right in the middle of the store, so they can’t help but look around! We also offer 10 percent off during the meetup. Our first meetup was for Doodles, and we had over 30 dogs!”

Finally, be sure to take advantage of manufacturer loyalty programs not available to big-box stores.

HUMBLE BRAG ON SOCIAL MEDIA

9 Big-box stores don’t share customer pet pics on social media, at least not on a regular basis or from a local store’s page. Independents do, and Bubbly Paws stores in the Minneapolis, MN, area takes it a step further.

Keith Miller says, “We regram posts from many of our customers on Instagram. Social media is the best way to brag without looking like we are bragging. We just post happy customer pictures or quotes from reviews.”

OPT FOR THIRD-PARTY SAFETY TRAINING

10 Big-box stores have in-house training programs for their groomers. Third-party training and testing can provide a competitive advantage for independent salons. Knotty Dog in Chelsea, AL, staff go through PetTech First Aid and CPR training. BowMeow Regency in Sheffield, MA, is an American Kennel Club S.A.F.E. (Safety, Assurance, Fundamentals, Education) Certified Salon, and grooming staff are AKC S.A.F.E.-certified groomers. Both salons tout their status.

pARTNER WITH VETERINARIANS

11 With more and more big box locations offering veterinary services, it only makes sense to consider doing the same. Mike Murray has created multiple partnerships for Bonnie’s Barkery in Phoenix, AZ.

“We partner with a holistic vet to do a monthly anesthesia-free teeth-cleaning clinic, in conjunction with dental hygienists,” he says, sharing that the store gets a percentage of fees. “We also created an office in our last remodel that our vet partners utilize to see patients.”

And after the Food and Drug Administration released its report on canine dilated cardiomyopathy (DCM) and related foods, Murray invited a holistic vet to give a seminar on the topic.

“It went very well!” Murray says. “We had 30-plus customers attend. It was very interactive, with lots of questions asked and answered.

“Most who attended had a much better understanding of the potential risks of their dog getting DCM and learned ways to mitigate that potential risk.”

Some customers did ask about changing foods, Murray says, “but a lot of the discussion was around using toppers that can provide additional nutrients and taurine to the pet’s diet,” resulting in new regular sales of the products.

Mark Vitt has also created such partnerships for his six Mutts & Co. stores in Ohio.

“We have a mobile vaccination clinic, coordinated by a local vet office, at our stores every other Friday to provide low cost vaccination and wellness checks.”

TAKE A RISK ON UNIQUE, HIGH-END PRODUCTS

12 “You find unique products in our store,” says Connie Roller of The Feed Bag Pet Supply in Grafton, WI. “Department stores and big-box pet stores all have the same old, same old.”

Roller says her staff works hard at trade shows, looking for unique, fun or even quirky products.

“We are willing to gamble with slightly more high-end products because although our customers can squeeze a nickel to death, they won’t hesitate on a $195 ortho dog bed that matches their décor perfectly,” she says.

“We also have some handcrafted wood products like pet steps and diners, along with handcrafted cat trees that we drive a few hours to pick up. These are definitely on the higher-end of retail, but they actually look and feel more like furniture than what you can get at [big-box stores].”

The store carries most of these higher-end products year-round, but, Roller says, “we sell more during the holidays because people can justify splurging when they can call it a gift.”

The Hermitage, TN, location of Nashville Pet Products is a former convenience store and doesn’t try to hide it.

DON’T DO COOKIE-CUTTER WHEN DESIGNING YOUR STORE(S)

13 Nashville Pet Products has six stores. While signage provides brand consistency, each location has a different look and layout — partly because of commercial space availability, but also by design. Perhaps the most unusual is the Hermitage, TN, location, which is a former convenience store.

“We keep each store unique to avoid a cookie-cutter, big-box feel,” Keefer Dickerson says.

This advice also applies to stores with one location: Don’t try to look like a mini-big box.

Danielle Wilson of Bath & Biscuits in Granville, OH, explains.

“I had a vision in my head of how I wanted my store and salon to look. I didn’t want to look cookie-cutter. I wanted to decorate with vintage items and displays, to have real hardwood floors and inviting rooms to explore. I had been watching for my building to become available for a while and jumped on it as soon as I saw the ‘for rent’ sign.”

TREAT YOUR CUSTOMERS LIKE EXTENDED FAMILY

14 Customers at The Wagging Tail in Las Vegas, NV, get asked about their pets, but Kimberly Gatto also asks about the people.

“With our loyal repeat customers, we get to know them and their family. When their two-legged kids come in with them, we engage the kids (How was school? What did you learn? How’s the team going? etc.). If customers have brought up issues, we try our best to remember and ask how it is going (How’s your mom doing after her surgery? How’s the job hunt going? How was the Stones concert you saw last week?).

Gatto is not afraid to tell folks that she doesn’t think of them as customers, but as an extension of her family.

“We care about their entire family (human and animal). We mourn when they mourn. We feel joy when they feel joy. It’s all about community. Being a part of a community and being totally vested in it.”

Nancy Okun of Cats n Dogs in Port Charlotte, FL, shares that sentiment.

“One customer shared that she doesn’t have the best home situation, so when she comes into the store, we give her a big hug and let her know how great it is to see her. She talks. We listen. She leaves feeling better. It’s not about selling dog food.”

Nor is it all about selling with Charlsye Lewis of Metro Animals in Fort Worth, TX. Among the many practices at her store are “introducing them and their kids to our shop macaws, Baby and Blueberry; genuinely complimenting something about their dogs; and offering the Southern hospitality of greeting them when they come in, and as they leave.”

And Jack Carey of Food for Pets in Manchester, NH, has gone so far as to loan his car and money, in a sense, to customers.

“A few years ago, a customer locked her keys in her car. She had a second set at home, so I let her borrow my vehicle to go home and get the spare set. We’ve had a few cases of customers forgetting their credit card at work or home, and we tell them to take the product with them and call us with the credit card info. We appreciate our customers’ trust and want to return the favor.”

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Cover Stories

Best Day Ever: Readers Share Their Most Memorable Days in the Business

A few responses even had us reaching for the tissues.

mm

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Best day ever. It’s a phrase used often. But what if you had to pick just one? A day above all others in your pet business. Could you? We asked you to do exactly that in a recent Brain Squad survey. And you didn’t disappoint.

Your answers moved us, as they all revolved around helping the dogs, cats and other pets in your communities. A few responses even had us reaching for the tissues.

Like this one from Charlotte Petrey of You Lucky Dog in Houston, TX: “The day we flooded and saved all the dogs.”

Digging deeper, we learned that during the unexpected Memorial Day Flood of 2015, water rose to 2-1/2 feet inside this family-owned boarding facility. Overnight staff moved all 23 guests to safety in higher areas of the building, continuing in the dark after power went out. Pet parents and the community were so grateful that they contributed more than $25,000 via gofundme to help Petrey rebuild.

Now that most certainly counts as a best day ever. Read on for more.


“In January 2018, my then 9-year-old daughter was sitting with me in a snowstorm here in Connecticut with our chocolate Lab, Harley, and we were discussing sports we would like to participate in with our Lab in the spring. She said she couldn’t throw a Frisbee and wanted to try agility. Then she asked if she could do swimming with Harley.

So we researched sports involving dogs and swimming, and found dock diving! We soon learned that there were no dock-diving pools for dogs in our state. And a pet resort and spaw we own is on 6 acres with plenty of room to add a pool. And what’s a resort without a pool? Right?

From my daughter’s desire to spend time with our loving Lab, an idea was born, and we spent the winter designing, planning and ordering 13,000 square feet of artificial turf, pool, dock, etc. while learning all about the sport.

In June 2018, we opened Connecticut’s only Ultimate Air Dogs dock diving pool, a 45-foot saltwater pool at one of my resorts. I have added a 40-foot dock to it and offer the pool as a Dock Diving facility — with swimming lessons, hydrotherapy, daily swims for guests, private pool rentals and pool pawties. We recently had our first-ever competition weekend. Fox 61 News came to cover it. People couldn’t believe how beautiful the facility and location are, and compliments flowed all day.

It was a dream come true to see my children participate as youth handlers in dock diving events that weekend. Watching my now 9- and 10-year-old daughters participate in a sport with their dog, on my property, while observing so many other competitors enjoying quality time with their families and dogs in such a fun sport, definitely qualified as a Best Day Ever.

Daycare and boarding guests enjoyed their stay, and veteran dock-diving competitors, who traveled to Connecticut from Delaware, Massachusetts, New York and Rhode Island for the event, were blown away by the beautiful facility and pool, welcoming staff, cleanliness of the place, smooth registration process and professional atmosphere. It was over 100 degrees, and the event went on without a bump or complaint. It is always a lot of work putting on events. And we do have many. But this was our first dock diving event. To see it come to fruition July 2019, after a child’s idea was offered in January 2018, is a dream come true and best day ever for me! — Krista Lofquist Wagging Tails, Wolcott, CT

“One Christmas, a little girl came in with $100 to spend on our favorite dog charity. She couldn’t have a dog, so her mom told her she could do this. We loaded her up and gave her all kinds of things. The warmth in this little girl’s heart was so overwhelming. All of us were crying of happiness. That’s a good day!” — Debbie Brookham, Furry Friends Inc., Colorado Springs, CO

“Best day ever was when I looked out onto my doggy day-care floor and realized that all 50-plus pup clients were not any of my family or friend’s dogs. My ‘field of dreams’ really had become a profitable biz without any help from my loved ones. Cool stuff!” — Angela Pantalone, Wag Central, Stratford, CT

“I had a client who brought her two Gordon Setters and one Miniature Poodle in for grooming regularly. The dogs were so tuned into the process and pickup. One night, the parking lot was full and the owner parked her big SUV in another spot. I checked the dogs out and helped her take them to the truck. Both big dogs jumped on the top of the car hood that was parked in their usual spot. I laughed so hard, but the mom was clearly mortified. Nobody saw. Just made the end of the day fantastic for me. I’ll never forget that day or the dogs.” — Rachel Diller, The Poodle Shop, Littleton, CO

“The best day ever was when I came to the conclusion that I had too many customers. For the last year, I have had to stop taking on new customers due to a full schedule. Just a few months ago, I ordered my second van to convert (should be on the road by end of the year) and am working on expanding!” — Amanda Bowman, Fairy Tails Mobile Grooming, Cherry Hill, NJ

“When a family had to move away and told me I was the one who changed their kid’s life — an autistic kid who no matter what they tried, nothing helped. When they came to my store, everything came together when they picked out a bird, realized not all dogs were bad, (we had a store Mastiff at the time) and life seemed better. I had no idea until they thanked me and told me how it has changed “Nick.” — Paul Lewis, Birds Unlimited, Webster, NY

“When I hosted my first Backyard Luau for the dogs. Not only did each and every one of them wear leis, but they were all so calm and happy. I was such a proud ‘earth mother’ that day.” — Vanessa Cruz, Dawgs All Day, Brooklyn, NY

“We shut down our location to pamper over 40 shelter dogs, and the staff morale was so strong.” — Jessica Cooke, Yuppy Puppy, O’Fallon, MO

“We had a customer in tears. His daughter’s dog was failing and suffering from cancer. His daughter was still away at school, and this was the love of her life. He asked if we could recommend something that would help. After much discussion of the circumstances, we recommended Pet Releaf and Allprovide Gently Cooked. He followed our advice and came in with his daughter the following Saturday, and with “Root Beer” the Jack Russell Terrier. He was jumping around and full of life, and his daughter thanked us with a big hug. Root Beer lived for almost 9 more months and was comfortable and pain free. We were so thrilled to be able to offer this as an option.” — Christine McCoy, The Natural Pet Enrichment Center, North Royalton, OH

“Our best day ever was during one of our breed meetups. During Doodle Day, there were approximately 50 dogs and their owners in the store. Thankfully, it was a beautiful day and many of them hung out outside on the porch or in the parking lot. It was not only our best sales day, the general vibe in the store was happy, as people got to meet other owners. I saw many of them exchanging contact information. Connecting people through their pets always brings me joy.” — Wendy Megyese, Muttigans, Emerald Isle, NC

“There are many ‘best day evers’ in the independent pet food retailer industry. I’ve been lucky to be surrounded by the things that I love and motivate me for 34 years, not to mention the customers who share the same passions and interests. There are now second-generation customers who have parents who have shopped in the store for many years. I always remind myself to focus on those things when the occasional stressful situation arises.” — Jack Carey, Food For Pets, Manchester, NH

“Every Black Friday! We love the excitement of the shoppers. It’s truly the official kick-off to the holiday season.” Tammy Vasquez, Bark Life, Seminole, FL

“We are fortunate to be in Salem, MA, which gets very good tourist traffic most of the year, especially in October. It is so rewarding to hear from customers who visit the city yearly and make it a point to visit us, to both say hello and purchase our hand-made treats and cookies. With all the things to do and see, to know they make our shop a destination makes us feel very proud. Kimberly Barnes, New England Dog Biscuit, Salem, MA

“Probably receiving a pile of magazines with Mumsie and me on the front cover winning first place in PETS+ America’s Coolest Pet Store 2018!” Leel Michelle, Bow Wow Beauty Shoppe, San Diego, CA

“We just had our best sales day ever this July. It topped the previous best day ever by more than 12 percent! We discount our whole store by the same percentage as number of years old we are. This year it was 14 percent off since our store is 14 years old. We have VIP swag bags — customers can pre-order to guarantee their bag — and a prize wheel for when they spend certain amounts, and we host multiple nonprofits/rescues as well as demo reps with freebies. It’s a big festive atmosphere, and our customers love it! Next year we’ll have to come up with something else to make it even more special to celebrate 15 years! — Shane Somerville, Paddywack, Mill Creek, WA

“One of my best days ever was when after months of step-by-step encouragement (and courage building), one of the dogs in our workout program finally went across the balance beam on his own! The pet parents and the dog were both elated! I know that dog was happy because he kept circling around and doing it over and over again with ‘Look Mom, No Hands’ excitement! Everybody in the store came over to watch him run through the course like a kid in a candy store!” — Sue Hepner, Cool Dog Gear, Roslyn, PA

“I have adoptions most Saturdays, and the best day is when the shelter leaves empty-handed.” — Ron Keller, Captivating Canines, Westerville, OH

“The day our Boston store really lifted off/went into the black. We opened during the recession in 2010, and it took way longer to get up on its legs than I expected.” — Kathy Palmer, The Fish & Bone, Boston, MA

“Having multiple customers come in and be so happy they were crying, based on proper nutritional guidance from my team. We had five customers in one day!” — Jennifer Flanagan, Nature’s Pet Market Sherwood, Sherwood, OR

“When my little Chihuahua, Cocomo Joe, went into the Burke & Herbert Bank, located in Old Town, Alexandria, VA, and helped me convince them that a dog bakery and boutique was just what Old Town needed. Cocomo Joe gave a few little looks with his Burberry shirt, and they were sold. Cocomo Joe was asked to sign the loan with me, and he eagerly did for a treat.” — Kristina Robertson, Barkley Square Pets, Falls Church, VA

COCOMO JOE

“The first day my pet facility opened for business and earned the first $5 bill in cash. I still have it taped in my check-in desk. — Tammi Bui, Wishbone Pet Care, Missouri City, TX

“Any day that I get a customer coming back to tell me that their dog or cat has changed drastically for the better simply because we suggested a different food, or suggested trying CBD for whatever ails them, is a fabulous day! Knowing that our experience and knowledge was able to help another pet parent find their way and change their fur baby’s life for an astounding better is always our best day! For us, it’s about community that drives us to do what we do, and of course, for the love of all fur kids out there in the world.” — Kimberly Gatto, The Wagging Tail, Las Vegas, NV

“Any day that I have helped an animal and its person live their best life.” — Honor Blume, BowMeow Regency, Sheffield, MA

“Grand opening day is what stands out to me. The adrenaline, the positive vibes, meeting the community, seeing the team and how excited they were. And how even under extreme stress, we all made it through with smiles. (Nothing would scan, our POS didn’t sync with inventory and was a disaster!) — Jennifer Larsen, Firehouse Pet Shop, Wenatchee, WA

“Our best day ever in business was just before the Fourth of July this year, when people were out and about taking their dog to the dog park, then coming over to our shop next door to give a self-serve bath and buy treats. We were staffed up for it, and everyone was moving and grooving, keeping customers engaged and served all day long. We provided pizza for the staff as a thank you for their hard work that day. We made a few hundred more dollars than we normally make, but more importantly, made new and existing customers happy to do business with us.” — Charlsye Lewis, Metro Animals, Fort Worth, TX

“We’ve done a couple on-site fundraiser meet-and-greets with local rescues. The Greyhound rescue is my favorite group. They come in numbers and they shop, tell stories, encourage meeting the dogs and are generally great people to be around, and the rescued Greyhounds are amazing.” — Brett Foreman, Eupawria Holistic Pet Center, Owego, NY

“The day that we opened up our second location! Greatest thing ever knowing that you are doing well enough and helping enough people out and they are recommending people to you, that you then have the capability of opening up another location to make you reach even farther and help out even more people.” — Dylan Giampaolo, Woof Woof Pet Boutique & Biscuit Bar, New Bedford, MA

“Pretty much any day that I get to spend outdoors at a community event. I do a lot of event marketing, and I love setting up the booth early in the morning, talking to new, potential customers and playing with their dogs.” — Keefer Dickerson, Nashville Pet Products, Nashville, TN

“The Saturday before Christmas. Everyone is in shopping mode, but in a pleasant, not ‘mall-crushing-crowd’ way. And it’s great to know that their pets are being treated just like family. You can almost imagine the puppy stockings hanging on the mantle and wrapped gifts under the trees. It doesn’t hurt that it’s one of the busiest revenue days of the year, either.” — Mark Vitt, Mutts & Co., Delaware, OH

“Every day is great, but nothing beats the day we opened and realized our dreams had come to fruition. Ten years going strong now with loyal staff and awesome customers.” — Rosi Ladouceur, Barrkhaven Pet Boutique And Spaw, Ottawa, Ontario, Canada

“The best days I have are when clients rave about our services or when we get any sort of recognition. For instance, winning the Best of the Best in pet care award for our county, which is a voting-based award.” — Ashley Cook,Viva La Pet, Dover, NJ

“We are fortunate to be in Salem, MA, which gets very good tourist traffic most of the year, especially in October. It is so rewarding to hear from customers who visit the city yearly and make it a point to visit us, to both say hello and purchase our hand-made treats and cookies. With all the things to do and see, to know they make our shop a destination makes us feel very proud. — Kimberly Barnes, New England Dog Biscuit, Salem, MA

“Probably receiving a pile of magazines with Mumsie and me on the front cover winning first place in PETS+ America’s Coolest Pet Store 2018!” — Leel Michelle, Bow Wow Beauty Shoppe, San Diego, CA

“When a client told me that a friend she had referred to me told her that they found someplace that was way cheaper. My client told her that [her dog] Daisy likes likes Corey. I’m not changing.” — Corey Heenan, Corey’s Canine Creations, Altamont, NY

“I feel every day is our best day in business, and every day stands on its own for different reasons!” — Johnna Devereaux, Fetch Ri, Richmond RI

“Every anniversary. Feels awesome to make it another year.” — Lisa Vella, South Bark Dog Wash, San Diego, CA

“My best day ever is when I ring a lot of sales, which is usually around the Christmas holiday season and everyone is generally happy!” — Laura Haupt, Bark & Meow Inc, Tarrytown, NY

“I could say the day Judi walked into the store and told me I needed her. But, the all-time best day ever was when Judi adopted Buddy and brought him to the store with his e-collar on to meet my dog Taylor. The two dogs became besties right away. Why not? Judi and I are! — Nancy Okun, Cats N Dogs, Port Charlotte, FL

“I’d have to say the best for me was the day my husband was able to quit his job and join me full-time.” — Nancy Guinn, Dog Krazy, Fredericksburg, VA

“One day that stands out above others are our customer appreciation days. They are a lot of work, but we serve lunch — deep-fried cheese curds, ice cream — and offer store discounts, a discount dartboard customers can throw at to get a larger discount, free items and more! It is fun watching customers enjoy themselves, and all flock to the store. — Lisa Keppers, Sauk Centre Country Store, Sauk Centre, MN

“Most of the best days ever are when customers come in and treat us like family, and tell us happy and sad things that are happening in their lives. Because they consider us family, they want us to know. — Paula Gorman, Pet Supplies ‘N’ More, Muskego, WI

“Whenever we get to welcome families who rescue dogs is our best day ever.” — Asha Olivia, Hoby Dogy Pet Care, Boca Raton, FL

“The day I won second place in America’s Coolest Pet Stores” contest in 2017.” — Patricia Boden, Animal Connection, Charlottesville, VA

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