• “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?

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

What tasks do you outsource?

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?

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

What pet-friendly elements does your retail area feature?

The post The Big Survey 2024: Operations appeared first on PETSPLUSMAG.COM.

Looking deeper at the results, D’Agnolo says: “The majority of both Thrivers and Strugglers manage their own socials. This suggests that Thrivers better understand how to use the platforms to drive brand awareness and connect with their followers. If the majority of Strugglers are doing this themselves and not spending much on marketing, imagine the impact these efforts could have with fine-tuning of their social media strategy.”

If someone in your area does a Google search for “pet store,” what page does your store appear on?

What percentage of revenue do you spend on marketing and advertising?

D’Agnolo notes that 53% of Thrivers spend 1-2% on marketing and advertising and 72% of Strugglers spend 0-2% on it. “This tells me that Strugglers either need to spend more on marketing to find new customers and/or they must improve their marketing strategy and/or skills to improve results. Some brands spend $120 per customer acquisition to drive sales online. Some marketing experts recommend you spend up to 10%, which is high for brick-and-mortar retailers. Bumping up to 5% could give Strugglers a significant boost in exposure and revenue,” she says.

What is your Google Reviews rating?

Thrivers edged out Strugglers when it came to 5-star Google Review ratings, with 43% attaining the highest rating compared with only 36% for Strugglers. We’re happy to see so many survey respondents at 4.5 stars and higher! If you need to improve your rating because of negative reviews left by disgruntled former employees and/or competitors, consider adding a review reward to your loyalty program to up your average and/or hiring a reputation manager. But if you earned the low ratings honestly, learn from the experience to improve your customer service.

What is a lesson you learned from a negative review? And what action did you take in response?

• “The need for clear communication. A customer was unhappy that we don’t carry retractable leashes, which we avoid for safety reasons. Instead of explaining why, we directed them to a nearby store that sells them. When they left a 3-star review, it highlighted to us the importance of being transparent about our product choices. Now we explain the reasoning behind our product selections to better inform our customers.”
• “I’ve learned to analyze every bit of what led up to the negative review, listen to the employee involved, watch video footage of the interaction and respond to the review honestly — and without apology for justifiable actions.”
• “When it comes to how they feel they were treated by the staff, we talk about what happened and how to prevent someone else from feeling that way.”
• “We can’t make everyone happy, but we can always respond with grace and our side of the story. Sometimes you even gain that person back!”
• “Don’t be afraid or bullied. I have gotten a tremendous amount of clients for calling out jerks. New customers tell me they saw the review and thanked me for the response.”
• “That sometimes one person’s perception of what happened is not necessarily the same as another’s. We address every negative review and do our best to make it right.”
• “To not read reviews as they are not helpful. Negative reviews are about the people leaving them, not the actual experiences. If something was truly a poor experience, that person should have brought it to our attention and had the problem solved — we can only solve issues in person, and we always do.”
• “That people don’t like to be told no. They don’t understand how businesses run. They asssume owners are wealthy. They lie in reviews. I always respond with the truth. I also send any video of the interaction to the customer.”

• “Have a professional respond to negative reviews. My responses are too emotional and defensive. Hire a company that specializes in review removals.”
• “Most of our negative reviews are regarding unrealistic training expectations or demanding refunds for partially used services, so over the years we’ve tried to make outcomes and policies as straightforward and clear as possible. We implemented a Client Agreement for our Intensive Training Programs, separate from the service contract, that explains in plain language what we expect from owners while they are participating in that service in order for their dogs to make progress. Clients initial each section, then sign and date the bottom. It’s really reduced drama!”
• “To use each as training and transparency opportunities.”
• “From some previous reviews, we have implemented a more thorough check-in process regarding matted pets and we have customers sign releases and confirm their permission to shave severely matted pets.”
• “An owner left us a bad review because we accidentally missed one of the dog’s (non-vital, thankfully) medications due to a glitch in our computer system. I took this as an opportunity to implement a strict three-person sign off on every medication that comes through our doors to ensure it’s in our system correctly.”
• “To wait until the next day to respond so there’s a cooling-off period. And to ask a team member who was not involved to craft the response to keep it more positive.”
• “Negative reviews are the best reviews because they give future readers the ability to see your true character. I’ve actually received a lot of new business from negative reviews, by utilizing them as an opportunity to show my willingness to right a wrong.
• “That you can’t please everyone. We are all human and make mistakes. I always try to respond positively and ask the customer to reach out, but they never actually do. I wish people had more grace and realized that someone might just have other things going on in their lives.”
• “How important our front desk position is. Spoke to employees about positive experiences only and being more welcome even if a customer is wrong.”

Rank the effectiveness of these social media platforms by your ROI, with time included as an investment.

1. Facebook
2. Instagram
3. Google My Business
4. Threads
5. TikTok
6. Yelp
7. Pinterest
8. YouTube
9. NextDoor
10. LinkedIn
11. X

Rank the effectiveness of these marketing and advertising methods by your ROI, with time included as an investment:

1. Free social media posts
2. Email
3. Events and community participation
4. Paid (boosted) social media posts
5. Text
6. Encouraged online reviews
7. Free editorial in local media
8. Paid advertising in local media
9. Referral program
10. Paid search engine ads
11. Direct-mail

How important are loyalty programs to your customers?

Which reward — in your loyalty programs or otherwise — do you give most?

What special information do you collect from your customers?

These “Other” answers stood out: “Any behavioral issues. Weight. We do ‘Weighin Wednesdays,’ where customers can track their pet’s weight.” “Vet info, vaccines, age, breed, grooming history, and a photo of the dog, all in our grooming software.” “Any special discounts due to military service, community partnership, or the folks working in our plaza get a Good Neighbor Discount.”

Which activity do you reward — in your loyalty programs or otherwise — most?

Most “Other” answers were service related: number of nights boarded or prebooked grooms, staying on a grooming schedule. We loved this response: “We reward each visit to the shop, even if it’s just to pet the shop dog!” Only 11% of Strugglers do anything other than purchase-based rewards, while 36% of Thrivers tap into more creative aspects of customer loyalty. D’Agnolo says, “Thrivers likely engage more with their customers, improving their customer’s overall in-store experience.”

What percentage of your customers belong to your loyalty programs?

This stat had us tilting our heads: 14% of Thrivers do not offer loyalty programs, compared to 0% of Strugglers.

The post The Big Survey 2024: Marketing & Promotions appeared first on PETSPLUSMAG.COM.

A closer look at the results shows that compared with Thrivers, many more Strugglers are investing less in their inventory. D’Agnolo points out, “When you choke your inventory, you lack a large or fresh enough assortment to meet the buying desires of customers. So you miss sales. I’m not surprised to see that those carrying less inventory tend to be struggling. When money is tight, it’s challenging to invest in new inventory. My advice for Strugglers: Clearance out any items that are six to nine months or older to generate cash, which you can then invest in more bestsellers.” She adds for Thrivers: “Be careful not to overbuy, as then you’re tying up cash in inventory you may not need.”

How long do you give a new product or line to perform in your store before you mark it down and/or drop it?

What have you found is the best way to get rid of inventory that is not selling?

A few of you pointed out in “Other” answers that the “best way” depends on the type of product. You may do all of the above across your non-selling inventory

Rank these product qualities in order of importance for your customers:

When choosing products, rank the qualities most important to you:

How do you anticipate your participation in pet industry tradeshows evolving in the next three to five years?

Attending tradeshows remains the best way to see the most new — and new-to-you — pet products in the shortest amount of time. SUPERZOO and Global Pet Expo feature more than 1,100 exhibitors each!

Rank these challenges for you in attending pet industry tradeshows:

Rank these reasons for why you attend pet industry tradeshows:

Are your customers mostly?

Are your customers mostly?

What do you think will be the next big breakout in pet products or services?

Respondents expect to see more innovation and expansion in the cat and enrichment categories. They also anticipate continued growth in raw, gently cooked and other kibble alternatives. Plus more focus on functional, “Adding targeted ingredients to chews, toys, etc.” Tech was another common theme. We loved these answers: “Technology integration such as AI-based interactive toys” and “Amazon will send drones to pick up your pets for grooming. LOL.”

When a trend takes off, how quickly do you respond?

Which product categories do you private label for your store?

What’s the main way you compete with online pricing?

The post The Big Survey 2024: Buying & Selling appeared first on PETSPLUSMAG.COM.

In 2023, only 19% of Big Survey respondents were younger than 40. This year, that grew to 29%. Let’s hear it for the Gen Z and Millennials joining the industry and our readership!

Gender: How do you identify?

Race or ethnicity: How do you identify?

What about your business keeps you up at night?

Before getting to these answers, we’d like to note a response that made us laugh out loud and relate: “Nothing! I’m too darn tired!”

FINANCES

This was a common response, with general concerns about the economy, lower sales and higher expenses. While some of you strategize expansion instead of sleeping, more than a few are looking for the exit. One respondent said, “Financially being able to turn enough profit to eventually sell this business” keeps her up, while another shared “Wanting a younger person to buy my place to keep it going in my small town. Started my business at the age of 22, and now I am 60 and would love to focus on my dogs, showing my Chihuahuas.”

COMPETITION

Many indies lose sleep over losing customers to big-box and online retailers. One respondent noted, “With the changing tides of where people go for information and products, sometimes I feel obsolete due to the ease with which consumers can buy through influencers, who might not be fully educated in pet health, as well as direct from manufacturers.”

THE PETS

42% of you said that “helping pets live healthy lives” gives you the most satisfaction as a pet pro (full results on p. 42), so it’s no surprise that you toss and turn over those in your care: “matted/pelted Doodles,” “customer’s pet health issues and how to give guidance,” and “doing right by the animals we sell.” The owner of a boarding facility shared, “Old or sickly dogs staying with us, I worry about them being OK overnight.”

STAFFING

Not surprisingly, hiring and managing and retaining employees, especially groomers, topped this list of responses. One answer stood out because of its more positive spin: “I stay up at night thinking about ways to grow my business so that I can continually offer my staff a better life outside of work. I’d love for my full-time employees to be able to afford to buy their own home or to take advantage of travel opportunities, based on their salaries. It’s very important to me that my staff lead an enriched life outside of work.”

On a scale of 1 to 5, rate your strengths in these areas: 1 being you have very little of a quality, 5 being you have a lot of it

Strugglers rated themselves higher in creativity and lower in finances, the opposite of Thrivers. A store brimming with creativity might not be profitable, though. D’Agnolo says, “It’s like the art and science of retail. The right side of the brain and the left. As a former Struggler and creative, I know how hard it can be to gain financial traction. I’ve learned to hire out or delegate what I don’t like doing, so I can stay in my ‘zone of genius.’” While D’Agnolo doesn’t recommend doing that completely with the numbers side of your business, working with a consultant can help you grow stronger in this area, which she says is “critical to your financial health and business legacy.”

On a scale of 1 to 5, rate yourself for these entrepreneurial qualities: 1 being you have very little of a quality, 5 being you have a lot of it.

To the Strugglers, who reported lower confidence than the Thrivers did, D’Agnolo reminds, “At one point, you were very confident! You were willing to take a risk, to have your own business, but then choices you made (or didn’t make) put you in the position you’re in now, which impacts your confidence and makes you believe you aren’t good enough. The great thing is, you can fix this. Pick one area of improvement from this list and commit to it like a boss. It takes time, but with consistent effort, you can turn it around!”

What has been the highlight of your career?

• “Expanding day care to include sensory play areas, agility courses and calming rooms, resulting in a 30% increase in customer satisfaction.”
• “$3 million in sales.”
• “My dad bought the store in 1997 and is set to retire soon. I have big shoes to fill, and I’m honored he thinks I can do it.”
• “Bringing a whole new level of attention to cats and the people who love and care for them.”
• “After a fire destroyed my first store, I had to start over in a completely different area. Rebuilding the business and gaining the trust of a new community was a monumental challenge. Overcoming that adversity has been incredibly rewarding.”
• “Becoming a top-ranked franchisee.”
• “Buying the property I operate my business out of one year after COVID.”
• “Our 35th Anniversary Event had 30 people waiting to get in and did $36,000. Customers expressed their deepest gratitude for our presence in the market and attention to their needs.”
• “Having had my managers as long as I’ve had the shop: 15 years.”
• “Opening a brick-and-mortar location after 3.5 years of being mobile.”
• “Our fundraising events have created a sense of community, bringing together pet lovers who share a passion for helping animals. Many friendships have formed between our customers, making us more than just a pet store.”
• “The joy when a customer comes in and tells us how we saved their pet.”
• “Offering health benefits.”
• “Expanding to three locations.”
•  “Watching our employees grow and witnessing the love and respect they develop for customers and their pets.”
• “Being able to purchase the stores I have been running for more than 13 years so I can continue to build on the success.”

If you are the owner, what did you earn (salary + share of profit) in 2023?

Further analysis shows that the largest portion of respondents who earned $100k+ in 2023 was the owners of brick-and-mortar pet-supply stores that offer services, with 30% who took home six figures. Owners of brick-and-mortar pet-supply stores that don’t offer services tended to earn less, with only 23% in the $100k+ bracket. At the other end of the scale were pet sitters and dog trainers; only 8% of these pet pros reported incomes of $100k+ in 2023. (Note: Veterinary clinics and hospitals were excluded from this analysis due to their low participation in our survey.)

Some other highlights:

• Men who took the Big Survey tended to make more, with 31% earning $100k+ in 2023 compared to just 22% of the women who responded.
• Geographically, stores in the West led the nation in generating incomes for their owners, with two-thirds of indies in that region earning 55k+ last year, while in the Northeast only one-half earned 55k+.
• Years in business appeared to have a muted benefit on earnings power, with the sweet spot being around the 20-year mark (24% of owners of stores in business 21-30 years reported earning 100k+ in 2023), although there were plenty of businesses that have been open just 1-5 years doing well (20% earning 100k+).
• 44% of franchisees earned 100k+ compared to just 22% of independent owners, possibly reflecting that franchise stores may be bigger operations that receive central support from the franchise, helping to improve efficiencies and therefor profit shares.

What gives you the most satisfaction as a pet business owner or top manager?

“All of the above” or various combinations of the options were the top “Other” answers. Contributing to their community was also mentioned multiple times. And we loved hearing that the ability to be independent as a small-business owner drives some respondents. Go indies!

The post The Big Survey 2024: You, the Pet Pro appeared first on PETSPLUSMAG.COM.

Digging deeper into the results, grooming salons appear to be the most bullish, with 64% expecting sales growth in 2024 and almost 25% anticipating sales to increase by an impressive 20% or more. Boarding and day-care facilities expect the least growth, with only 30% looking forward to sales gains this year. Pet Boss Nation’s Candace D’Agnolo offers this advice to those businesses: “There’s still time left to see a revenue boost in 2024. Consider encouraging customers to buy gift cards or packages at current rates before you raise them in 2025.”

And for any “down” business wanting to spur sales growth, take a look at your marketing, she says: “What marketing campaigns did you implement this year? Were they effective? Did you execute enough of them? Can you win back lost business? Now is not the time to hide. Be confident and start digital conversations with your customers daily!”

What were your total sales in 2023?

Broken down by percentage, what were your product sales by department in 2023?

In which product category did you see the biggest sales growth in 2023?

Cat category growth for Thrivers and Strugglers stands out here. Only 17% of Thrivers reported that cat was their fastest-growing category, while 33% of the Strugglers saw their growth being led by cat. Did the Strugglers focus less on dog and more on cat to see that sales increase, but because these customers are harder to attract and sell to, and therefore require more investment, did those results came at the expense of the overall business?

Strugglers should continue to chase cat customers — after all, the potential for growth surpasses other categories — but understand that it may be slow going and follow D’Agnolo’s advice on fine-tuning your inventory: “Your assortment is critical. Perhaps you are over-assorted, meaning you have too many brands or options. Streamline. Decrease suppliers and sell more from a set of core product lines.”

Over the last 20 months, in what cat food category have you seen the most growth in sales?

Wet food will likely always reign in the cat food category, but like in dog food we’re seeing frozen raw as a differentiator between Thrivers and Strugglers. Among the Thrivers, 19% saw the most growth in frozen raw, while for the Strugglers it was just 10% for that category. Could an increased focus on selling raw to cat customers not only have more of an impact in that category’s growth, but also overall competition with big-box and national chains that do not carry the many raw brands indies do?

Over the last 20 months, in what dog food category have you seen the most growth in sales?

Strugglers, consider adjusting the product mix in your freezers to better align with that of Thrivers — but don’t take away too much space from gently cooked foods. After all, the direct-to-consumer brands continue to spend, spend, spend on marketing, which benefits you by increasing awareness of the category. Be ready to offer local solutions when those pet parents realize the actual monthly cost when brands no longe b d e shipping with introductory discounts.

Do you have “bad profits”?

Certain products bring in “bad profits,” meaning they require too much effort, but remain in your stores for a valid reason. One respondent said, “Kibble doesn’t have a decent profit for the space it takes up. Although without it, sales would be slim.” And many who champion fresh feeding pointed out, “Frozen dog and cat food require freezers, which use additional power, and employees who are knowledgeable and believe in it.”

D’Agnolo responds: “You have the power to change your profit. Consider how to increase purchase volume, like by building a bulk-buying group with your customers, or offer auto-subscription to increase their buying frequency.”

Grooming was mentioned most as a service with “bad profits.” One indie said, “Just with staff management and time investment, it is grooming. Groomers are notoriously difficult to manage. They are profitable, but very disruptive to the overall operation of stores.” Self-wash proves problematic for some. “It does bring profit, but we are still paying off our tub,” one retailer said. “The customers who use it are rude and demanding, and never purchase any other items in the store.”

D’Agnolo advises: “Know your worth. Could you raise prices on self-wash and grooming by $5-$20. Minimal to the average customer’s annual spend, but across all will make a huge difference in profit. For example, at eight dogs a day, five days a week this increase brings in an extra $10,400-$41,600 a year!”

Other “bad profits” with good reasons:

• “Supplements require a lot of time, and margins aren’t the highest, but we believe and excel in them. We must serve in the areas most needed.”
• “Harnesses take so much time to fit. However, customers appreciate the individualized attention. It builds repeat business.”
• “Chicken and horse feed and bedding. Very slim margin, lots of heavy lifting. Having them keeps the customers. Otherwise they might buy their pet supplies elsewhere.”
• “Feeders for reptiles and fish.” And “Our small-animal boarding. The care required takes a lot of time for what we charge.” Indies say these are a must if they sell these pets.

What was your average retail sale per transaction in 2023?

Further analysis finds that 42% of Thrivers managed an average retail sale per transaction of more than $60. That compares with the lower 34% for Strugglers and 35% for All Pet Pros in our survey. At the other end of the scale, 27% of the Strugglers reported an average transaction value of $40 or less. In contrast, only 15% of the Thrivers reported the lower average transaction value.

What area of your business’s performance do you most need to improve?

Only 3% of Strugglers answered “Profit margin,” compared with 14% of Thrivers. Strugglers, to become a Thriver, reassess your margins — you actually may need to improve them.

How frequently do you look at your finances, including cash flow? Check all that apply.

More Strugglers look at their finances daily than do Thrivers and the overall All Pet Pros group. D’Agnolo says, “Keeping an eye on your sales goal daily is great, but stressing about your bank account daily is soul sucking! I encourage you to monitor your accounts weekly, transferring money to savings or tax accounts and paying a little down on debt. Then look at your profit and loss every month once it’s reconciled.” Those who never look at your finances, really?

Rank your services mix, from highest generator of profit to lowest (rank lowest those you do not offer):

How many months of operating costs do you have in your business savings account?

D’Agnolo offers this praise to the 32%: “This is exciting! Wow!”

What % of your overall retail sales was from e-commerce in 2023?

Well, these results raise eyebrows. A surprising 50% of Thrivers and 48% of All Pet Pros in our survey do not offer heir inventory online. D’Agnolo points out that this remains a growth opportunity for Thrivers, Strugglers and All Pet Pros, but recommends advertising to new customers who will shop online rather than encouraging your in-store customers to shop there.

What were your average retail items per transaction in 2023?

Thrivers appear to be following D’Agnolo’s regularly repeated advice of “Show, show, show until they say no. Connect the dots along the entire purchase. Adding just one more item to every customer’s basket will make a massive impact over time.”

The post The Big Survey 2024: Performance appeared first on PETSPLUSMAG.COM.

The U.S. Bureau of Labor Statistics reports that about 45% of small businesses fail within the first five years. Congrats to the 79% of Big Survey respondents who have been going for more than six years! Those are inspiring results for businesses working toward that goal.

Where is your business located by market size?

Where is your business located/headquartered?

More than 500 owners and top managers of independent brick-and-mortar pet stores and service providers in the U.S., Canada, Bermuda and Mexico took the 2024 Big Survey. The biggest respondent group came from California this year with 43 responses! The survey launched in September on SurveyMonkey and ran for five weeks.

How many locations or mobile units do you have?

Are you a franchisee?

The percentage of franchisee respondents grew again this year, from 6% in 2023 to 12% in 2024.

Which best describes your independent pet business by top revenue category?

Most of the “Other” answers were proud indies touting services such as in-house bakeries and raw-food kitchens. We had animal shelters and humane societies with on-site retail operations take the survey, too.

If you own a brick-and-mortar pet supply store with services, please check the services you offer:

While most categories were little changed from last year, dog walking and/or pet sitting grew from 7% in 2023 to 13% in 2024. Indies are giving the apps a run for their money! Among the “Other” answers: titer testing, nutritional and other pet health counseling, dog sports, and sessions for rehabilitation, massage, reiki, chiropractic, hydrotherapy.

Check all pets that you sell products and/or offer services
for:

“Wild bird” and “Livestock” were the most common “Other” answers this year.

The post The Big Survey 2024: The Basics appeared first on PETSPLUSMAG.COM.

BY PAMELA MITCHELL & CHRIS BURSLEM

In our 2024 Big Survey, the PETS+ team asked 75 questions of more than 500 independent pet retailers and service providers. We wanted to find out what separates the most successful of these businesses from the least. The key question: “Looking at your overall performance in 2023, was it among the ‘best’ or ‘worst’ ever in your business’s history?” Using those answers, our number crunchers identified and compared three groups in the results: Thrivers, Strugglers and All Pet Pros. We then used those findings to see where the Thrivers find great success and the Strugglers fall short, plus how each compares to the respondent group as a whole. There are also plenty of the usual Big Survey stats. And Pet Boss Nation’s Candace D’Agnolo joined us again this year to analyze results and offer her insightful and invaluable advice.

Thank you to the business owners and top managers who took time out of their busy schedules to answer our questions, and thank you to 2024 Big Survey sponsor SUPERZOO. Each year, we hear from our readership — indies and brands alike — how much the results help to not only shape business decisions but also strengthen the deep sense of community in our industry.

One last thing, below you’ll find the answers to a question we included just for fun: “Which dog show breed group best describes your business? We thought using the world of conformation shows as a visual arena for our survey results would make you smile. You’ll find illustrations by our amazingly talented design director Victor Cantal on the cover and here. Not surprisingly, the largest group of you identified with the Herding dogs, and the Working group came in just behind. We see you, “None of the above” — we bet you are the small but mighty collection of cat-centric business owners who took the survey.

Looking at your overall performance in 2023, was it among the “best” or “worst” ever in terms of your business’s history?

8 Things That Set Thrivers Apart

• Offer groomingservices.
• Frozen raw leads sales growth in dog food.
• Look at their finances weekly.
• Have more self-discipline.
• Focus most on in-store experience to compete with online pricing.
• Are more likely to have a 5-star Google rating.
• Better use socials to drive brand awareness.
• Get more creative with their loyalty programs.

8 Things That Set strugglers Apart

• Have significant sales growth in cat products.
• More have an average transaction value of $40 or less.
• Are less likely to see profit margin as a needed area of improvement.
• Have less confidence.
• Carry less inventory than in previous years.
• Plan to attend fewer tradeshows in the next few years.
• Spend less on marketing and advertising.
• Are more likely to outsource bookkeeping and payroll.

WHAT’S INSIDE

• Performance
• You, the Pet Pro
• Buying & Selling
• Marketing & Promotions
• Operations
• The Basics

Which dog show breed group best describes your business?

22% Working
Powerfully built and smart, offering top-notch services for our customers.

9% Sporting

Skilled hunter, we excel ian finding what individual customers want and need.

13% Terrier
Determined, courageous and self-confident in all we do.

6% Hound
Also a skilled hunter, but focused on finding the most innovative products and services.

8% Toy
An excellent companion for pet parents, purposefully smaller in size.

24% Herding
Instinctually, we excel at customer service and experience.

15% Non-Sporting
We don’t fit into any of those groups, instead standing out from other pet businesses.

3% None of the above
We’ll wait for the competition based on cat shows.

The post The Big Survey2024: Best In Show appeared first on PETSPLUSMAG.COM.

What’s your favorite interview question for teasing out whether a candidate may be a good fit for your business?

So many of these responses made us stop and think about the answers we’d offer during an interview. Here are just a few of the atypical questions and prompts you shared.

What do you think is the main reason many businesses are struggling to hire and/ or retain staff in 2023?

How would you rate the overall quality of your applicants in 2023 compared to the five years before the pandemic?

How difficult do you find hiring in 2023?

If you have trouble hiring and/or retaining staff, how are you making your business more attractive as an employer? Check all that apply:

How do you find your best employees?

Do you do any of these? Check all that apply:

If you have trouble hiring and/or retaining staff, how are you changing operationally? Check all that apply:

The post The Big Survey 2023: Hiring & Retention appeared first on PETSPLUSMAG.COM.

Check the benefits you provide:

How much above minimum wage do you pay starting non-managerial employees (with the exception of groomers)?

How much do you pay salaried managerial employees (with the exception of groomers and minus bonuses or commissions)?

Do you offer bonuses to employees (with the exception of groomers)?

What is your commission structure for groomers?

What is one unusual-for-the-industry perk you offer employees to motivate and retain them?

Discounts on products and services, as well as brand feeding programs, are common perks in the pet industry, but some of you go above and beyond and also offer a set store credit each month for staff to use. One respondent said, “I give them a $100 every month. Half must be used in freezer products or supplements.” Check out these other atypical perks that help keep employees feeling valued and appreciated.

THE WAY TO THEIR HEART

• A kitchen stocked with tea, chocolate, sodas and snacks. Kids need snacks.
• We offer lunch freshly made several times a week, or we order something in. That way they don’t have to go “off campus,” and it’s something fairly healthy. We started this during COVID because we knew that staying healthy was going to be really important, and now it’s just become a part of our company culture. Some of our staff have had jobs as cooks and chefs, and everybody likes to help out planning menus and giving their opinions on what we should make. It’s also a great way to share a meal in the middle of the day when we are switching shifts.
• One of my customers works at a bakery and brings us fresh bread loaves, and we get to pick out of her trunk. One of my employess said, “This is the best job ever!!!”

MORE HEALTHY PERKS

• Discounted gym memberships.
• Yoga! We have an agreement with a local yoga studio, and I pay for yoga for the whole gang. It’s within walking distance, and my employees love it.
• We offer life and healthier eating habits coaching — for the humans!
• Believe it or not, set schedules for the staff is one thing I have found that they love. We try very hard to provide consistency with their schedules.
• I don’t limit time requested off or sick days. As long as we all work together and no one is taking advantage, they get what you need/want. They don’t take advantage. We support each other 100% for mental and physical health needs.

FUN, FUN, FUN

• We close up both locations for the day and go to Disney World, then out for a nice dinner.
• Summer party on the lake!
• We close all the locations once a year and do a full staff and family party that we have with a food truck, games, swimming pools and lots of fun! Everyone loves this day!

COOL!

• Two times a year, I pay to have the staff’s cars detailed and waxed professionally while they are working.
• Health insurance for their pet.
• Free self-defense and concealed-carry classes.
• We pay for volunteer days.
• We encourage non corporate attitudes! Look the way you want (non-traditional hair color, comfortable clothing from your own closet, etc.).

The post The Big Survey 2023: Benefits, Pay & Perks appeared first on PETSPLUSMAG.COM.

How would you describe your “driving” style at trade/distributor shows?

Rank your reasons for attending trade/ distributor shows:

Tell us about your most memorable moment at a trade/distributor show. It can involve a great deal, a good time or even a tough lesson learned.

• The first time I attended Global Pet Expo, I was floored when I walked in! It was overwhelming and awesome!
• I once attended the Backer show on crutches and painkillers, with stitches everywhere only five days after a serious motorcycle accident. Fifteen years later, I still have some of the “I am tired and my arms hurt and why is this thing on two levels and &%$^# crutches and I just took another painkiller” items I bought. Like the fuschia cropped eyelash sweaters that never sold, even at 90% off. They remind me that I need to recognize when I am not up for something, even if it’s a fun trade show that happens only once a year.
• Took home a Harley!
• I stopped by a booth for treats we already stocked. There were three people running it, and not a single one acknowledged me. They were talking amongst themselves. I left and came back with my buyer, and we even touched and discussed the products. Still, no one came over to us, so we left and didn’t buy anything. It really blew my mind that a company that supports independent pet stores would ignore their booth visitors.
• A session about doggie day-care standards. It was well put together and super informative; I still reference it.
• Earth Animal parties!
• We tossed our name into a raffle at the very end of a show. Just about to leave, and they announced we had won an expensive BBQ. It was a pleasant surprise!
• I recently went to my first PFX Expo. The amount of learning and networking I did was insanely helpful. I came back inspired and motivated. It will make a big difference in the growth of my business.
• My first SuperZoo, I stayed up until midnight working on deal sheets. The time I spent working those deals far outweighed any savings! I now focus more on learning and connecting at trade shows.
• I learned from a vendor that you can bring well-known and educated groomers to your salon to give tips and tricks to your staff! I’m so excited to start bringing certain groomers to our salon to elevate the skills we currently have.
• Getting sucked into trends, buying all the things for the trend. Temporary tattoos on dogs didn’t sell in the Midwest.
• Many years ago when my shop was growing, a fish importer only agreed to sell to me because I was in a suit.
• When I first started attending SuperZoo and Global, I took all of the flyers and had to drag them all around the show, then home. Now I take a picture and send it to myself!
• First trade show, I sampled every Natural Balance dog food for a T-shirt.
• I’m always looking for virtually indestructible dog toys. Bionic had demos with a blender and blade!
• Free booze on the show floor. Next morning, many of us had to backtrack and delete “brainless” large orders.
• I got into a fist fight with my thieving ex-partner, and the show came to a halt and the vendors rooted for me.
• One of my most memorable moments was attending a Dr. Karen Becker and Rodney Habib seminar at SuperZoo.
• The Independent Pet Supply show where I won Seahawks tickets, a TV and multiple vendor booths.
• Buying a booth at Global and then struggling to get it all to the car — dragging a rolling cart piled with Huggle Hounds through the convention center grounds.
• One SuperZoo I lost my voice by day three. I couldn’t speak at all, so I clipped a note to my lanyard that said, “Lost voice, can’t talk. Sorry!” It was a great way to avoid talking to vendors who are trying to drag you into their booths on the last day.

By what month do you prefer to have ordered most of your holiday-themed products for fourth-quarter holidays?

Rank these product qualities in order of importance for your customers:

How important are show specials in your decision to place an order?

How important are loyalty programs to your customers?

What percentage of your product retail/shelf space is dedicated to the following categories?

If you offer grooming, rank how you learn about professional grooming products, tools and equipment?

Rank these show specials by preference:

Rank how you prefer to buy products for your store:

If you sell live animals, which do you carry? Check all that apply.

If you sell live animals, what do you find your biggest challenge to be?

Tell us briefly about when a customer or client left you speechless.

THE GOOD

• A customer who enjoys woodworking in his spare time handmade a box in the shape of a heart, complete with a lid with our logo carved into it. It is absolutely beautiful and displayed on our front counter.
• Client moved to Singapore and will only order from us.
• We held our 4th Annual Blessing of the Animals. The next night, at our City Council meeting (I am a council member), a customer sat through the two-hour meeting until public comments to thank me for the event.
• Customer told us we are feeding people’s souls, that our purpose is so much more than selling pet food.
• A customer comes in every two weeks, pays cash, doesn’t want to use Astro nor my rewards program. I insisted until she said, “I know how hard it is to own a small business. I’m happy to support you. No free stuff needed.”

THE BAD

• When I was new to petsitting, a client’s girlfriend called me to let me know she did not appreciate me texting her boyfriend. This was before I had software to text updates.
• Husband and wife arguing about whether to trim their dog’s eyelashes, started cursing loudly at reception desk.
• A visitor screamed at me about how many animals were killed to fill the products I sold, and how could I sleep at night knowing how many animals were murdered, and I should sell only vegan items if I loved animals. They left, and I just stood there waiting for a video crew to come in and say I was being punked.

THE WEIRD

• A customer came in asking for dog food made of squirrel so their dog would get a taste for it and start hunting the squirrels on their property.
• A customer wanted to buy an owl. I explained that doing so was illegal. Then they said, “What if I stole an egg and raised it.” Also illegal. They then went on to explain that their daughter was obsessed with owls. I suggested that she volunteer at the wildlife center. He responded with, “Do they let 3-year-olds volunteer?”
• Nothing makes me laugh more than the lady who was upset we were out of elephant ears (cow ears). Elephant was one of the only treats her dog wasn’t allergic to.
• When a customer told me she couldn’t feed her dog a food with chickpeas because her dog is allergic to chicken.

What do you think will be the next big breakout category in pet products or services?

The post The Big Survey 2023: Buying and Selling appeared first on PETSPLUSMAG.COM.

Based on the first six months of this year, how do you expect your total sales for 2023 to compare with 2022?

What were your total sales in 2022?

What was your average retail sale per transaction in 2022?

What were your average retail items per transaction in 2022?

If you are the owner, what did you earn (salary + share of profit) in 2022?

If you are the full-time top manager, what did you earn (salary + bonus) in 2022?

What was your average sales per square foot in 2022? (Total sales / total square footage)

What was your average labor (excluding owner salary) to sales percentage in 2022? (Labor cost / sales x 100)

What was your overall margin on food in 2022?

What was your overall margin on products other than food in 2022?

What % of your overall retail sales was from e-commerce in 2022?

Rank your services mix, from biggest generator of revenue to smallest:

What make, model and year of automobile does your business most resemble — and why?

The answers to this question did not disappoint! They ranged from older cars and trucks that represent reliability to convertibles and vans that offer stylish fun to electric and hybrid vehicles that show a commitment to the environment. Some even crossed over! Here are a few of our favorite answers from vehicles mentioned most:

• ‘57 Chevy pickup, fully remodeled but rusted around the edges, with current-tech radio and navigation. We’re old school, but stay up on things.
• A 1999 Toyota 4Runner someone has painted, shined and replaced parts. We’ve withstood a lot, but we’re making updates and are always reliable. Community staple!
• Our flagship store resembles an older redone Volkswagen convertible that is whimsical and fun, both outside and inside! We have the longevity of 31 years, but the fun of the present day and the staying power of a vintage car!
• 1972 Volkswagen T2. This van was made for community! The friends, the dogs, the adventures. Totally us.
• Jeep Rubicon with the top off. Sometimes things get out of control, and sometimes money flies out, but we are reliable and have fun. + Restored and hybridized 1960’s Ford F-150. We are a back-to-basics kind of store that sells mostly single-ingredient treats in bulk bins, the necessary ingredients in complete meals, and the essentials for pets — but in a cool vibe atmosphere that focuses on sustainability.
• 2019 Mazda CX9. Reliable, a feeling of luxury without the price tag, safe/trustworthy with good ratings.
• 2023 Ram. Solid as a rock and always current.
• 2022 F-150 Tremor. We move through anything with effort and class.
• Toyota RAV4 Hybrid because we are thrifty and very efficient. + 2023 Chevrolet Colorado AT4. We are smaller than a lot of the “big trucks” out there, but we are strong, rugged, “fancy” and resilient!
• 2023 Subaru Outback. A little more expensive (still affordable) but fully functional, versatile and dependable!
• 2022 Toyota Tundra. Sleek looking and convenient. We make work look like it’s no big deal, though you will be hard pressed to find a vehicle that can give you as much bang for your buck. We do, however, cost a bunch to operate!
• 2023 Cadillac. Made in the USA, classy and safe.
• 2008 Porsche 911. We are compact but have a great selection, we are merchandised well, and our people are friendly and knowledgeable. We have been around a while and have some milage on us.
• Toyota Avalon. Reliable, utilitarian, but very dressed up. People always think that we will be pricey, but often comment about our great prices.
• Any 10-year-old SUV with third-row seating. We can take in quite a few boarding pets at one time (hence the size of an SUV), we have multiple kennel sizes to choose from (hence the varying seat sizes with a third-row seat option), and we’re working out of a building that was built in the ‘80s, but are continuously upgrading.
• 2020 Mercedes S class. Finely tuned, only have the best, not outrageously priced.

Broken down by percentage, what were your product sales by department in 2022?

Other than dog and cat products, in which product category did you see the biggest sales growth in 2022?

The post The Big Survey 2023: Performance appeared first on PETSPLUSMAG.COM.

What was your overall margin on food in 2022?

The high percentage of you selling at the lower margins indicates an attempt to compete on price with ecommerce, which D’Agnolo advises against: “You’ll never be the cheapest place to get something and shouldn’t be. There are lots of opportunities to play with your margins within the food category. One big one is to increase the margin on smaller bags or hard-to-find lines and go down gradually as the weight goes up. It may not work on every line of food you sell, but certainly worth a try!”

What was your overall margin on products other than food in 2022?

D’Agnolo says, “I recommend pet stores who carry food to try for a 50/50 revenue split between food and non-food sales. This is so the retailer has the opportunity to have at least half of their revenue coming from higher-margin items to bring in more profit. What these survey results show is that half of the respondents may sell a lot of non-food, but they are missing the opportunity for more profit to be made.”

She offers this advice: “Play around with your pricing strategy within your bestselling department or choose a few vendors to start with. See if any customers notice the price increase. A $1 increase is likely to go unnoticed by your customer, but across all your SKUs and customers, it will make a huge impact on your bottom line over time.”

About the 2023 PETS+ Big Survey: Nearly 500 independent pet retailers and service providers from across the U.S. and Canada answered 68 questions across five categories. They shared everything from how their businesses are performing to their preferred “driving” styles at trade shows to how they are finding and keeping top team members. Speaking of teams, the 2023 Big Survey was a group effort. Editor-in-Chief Pamela Mitchell, Group Managing Editor Chris Burslem, Group Design Editor Victor Cantal and Contributing Editor Candace D’Agnolo took it over the finish line together. The American Pet Products Association also played an important part, fueling the survey as sponsor for a second year in a row.

The post PETS+ Big Survey: What Your Margins Say About How You Run Your Pet Business appeared first on PETSPLUSMAG.COM.

What is your age range?

RACE OR ETHNICITY: How do you identify?

Breaking your work week into percentages, how do you split your time as a business owner or fulltime top manager?

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What is something you believe about running a pet business that nearly no one else in the industry agrees with you on?

More than a few of you answered this question with “The customer is always right,” but just as many said, “The customer is not always right.” Only selling products you believe in also was mentioned multiple times, as was that it’s OK to compromise standards to meet customer demand. So we’ll call all of those commonly held beliefs, just by different groups of pet pros. Here are a few answers, though, that spark debate most of the time.

• That Amazon, big-box stores and Chewy are not the worst things to happen to the pet industry, and they are not a reason to discontinue a brand — a brand being in one of those channels does not mean it’s inherently bad.
• Paying a living wage is vital.
• If you offer an amazing customer experience and a dynamic product selection, you don’t have to sell online.
• The pet industry is not recession proof.
• There is no such thing as Positive Reinforcement-only training.
• It’s OK to not automate bookings and invoicing.
• People spend just as much money on their cats as they do their dogs. Stores fail to cater to cats equally, and as such the self-fulfilling prophecy of “people spend less on cats” comes true. People won’t spend as much on cats if they don’t have as much to choose from — it’s that simple.
• I enjoy helping my customers’ pets live a long and healthy life, even if that means discounting products so they can afford them.

• In a small town, location is overrated. We’re the only ones selling certain brands, and customers seek us out. I’m skeptical that there would be enough walk-in traffic to offset the difference in rent to move.
• Most supplements are wasteful.
• We pay our groomers 50% commission. Most people say it’s impossible to be a profitable business doing that.
• A POS system is nice but not crucial to running my business.
• Owners need to be in the store.

• That the love of animals is a small part of it. If that is all you have, get a job elsewhere and keep all the pets you desire. You need to have a wide set of business skills to succeed in this industry.
• We don’t use social media. We are organically grown with referrals.
• Pet is one of the easiest industries to excel in for a local brick-and-mortar store.
• I believe it is not only OK but necessary to have some polarizing opinions. Yes, you may lose some customers, but you can also gain raving fans that align with your beliefs.

What have you found hardest to balance in 2023?

How many hours per week do you work from home?

In general, how many full days do you take off each week?

If you are the business owner, what is your exit strategy?

If you take off two or more days each week, how many years were you in business before you could?

If you are a parent with school-age or younger children, what is your best advice for achieving balance between work and family? Even if you don’t always follow it yourself.

Among the answersto this question were to rely on extended family and/or a nanny for support and to be fully staffed with competent employees. Easier said than done at times, we’re sure all business owners with kids would agree — even those who offered such advice. Here are other examples of what respondents said works now or has worked for them in the past.

RETHINK & STICK TO YOUR SCHEDULE

• Carve out time in your day to “unplug” and make sure employees know that at that time, you are unavailable unless it’s an emergency. For example, I am unavailable from 5 to 8 p.m. so I can have family time, dinner and bedtime.
• Last year, I switched to a 4/10 schedule. It has made a world of a difference in my relationship with my 4-yearold daughter.
• Opening a little later to spend the morning with my kids and closing early enough to spend time with them before bed.
• Being organized about dinner prep on the weekend helped clear up a lot of extra time each night because I knew what we were eating and had already prepped or had it in the slow cooker. Every Sunday, I shop and prep.
• If you’re not going to be with your kids when they get out of school, catch up as soon as possible. One of the favorite parts of my workday is when my son calls me on his way home from the bus stop.
• I decided to be closed on Sundays because it is the only day I can be with them, fully present, and enjoy a mental break from business.

UNPLUG & ENGAGE

• The best thing I did when fighting for balance in my life was taking all work email off my phone. If it happens outside of business hours, it will be fine to wait until the next day. Those who need to reach me if something is on fire and can’t wait, know my number.
• Give yourself a quitting time. When I simply allow my brain to know that work is over for the day, it helps me be more present with my kids. Otherwise, I could find stuff to do all night long.
• When you walk out the shop door to pick up the kids, leave it behind. When the kids go to bed, have that glass of wine, and then open the laptop to work.

TAKE YOUR KIDS TO WORK

• Homeschool your kids. Bring them to work as often as possible. They will learn a ton at the store, and there is plenty of time for them to do school work (in the office, where it’s quiet).
• Get them involved. Sometimes kids are the best at bouncing ideas off of!
• Teach your children the importance of patience. People approach me everywhere to ask about store-related things. My kids have learned to wait patiently. This lesson has proven to be a good one in their lives!

The post The Big Survey 2023: You, The Pet Pro appeared first on PETSPLUSMAG.COM.

Where is your business located by region?

Where is your business located/headquartered?

How long has your business been in operation?

Where is your business located by market size?

How many locations or mobile units do you have?

Are you a franchise owner?

Check all pets that you sell products and/or offer services for:

If you own a brick-and-mortar pet supply store with services, please check the services you offer:

Which best describes your independent pet business, brick-andmortar or mobile, by top revenue category?

The post The Big Survey 2023: The Basics appeared first on PETSPLUSMAG.COM.

BEING A BUSINESS owner is always challenging. But on top of the usual issues thrown up by the need to satisfy customers, ward off threats from competitors, and manage economic fluctuations, 2022 introduced some new ones – labor participation is down, productivity is down, consumer confidence is down, while inflation is at a 40-year high. At the same time, most independent pet business owners have never been more prosperous. In short, it’s been a little weird since the end of the pandemic. In such an environment, we asked the 550-plus pet pros who took our inaugural 2022 Big Survey what was the most serious challenge they were facing. The answer? “Hiring and retaining staff,” followed ever so closely by “Supply issues with vendors.” Those two challenges accounted for almost three-quarters of the answers, followed by “Managing cash flow” (14%), “Increasing online competition” (2%), “Keeping customers happy” and “Others” (9%).

Asked how they were dealing with the tight labor market, the owners and managers who took the survey responded with the kind of creativity we have come to expect from the PETS+ community. Here are some of the answers:

To deal with the tight labor market:

• “Pulling in workers from different industries, who have strong work ethic but want more money. We hired an auto mechanic. He loves grooming cats.
• “Taking my staff on continuing education retreats so they know they’re valued.”
• “Continuing to be a satellite location for the grooming school so we can train our own groomers.
• “Taking advantage of a state worker training grant to increase the continuing education stipend for all employees, which my full-time dog trainers love.”
• “One of our nicest, best customers wanted to start helping people, so we put her on the payroll. If she is gonna be here all the time, she might as well get paid.
• “We created a structure so that our staff feels motivated to ‘climb the ladder’ and work their way up to better pay and benefits.”
• “The biggest thing in all of the stress is keeping my staff happy, because that keeps the customers happy. So I am doing extra stuff for our groomers like free tool sharpening, and stuff for our retail like a fun Halloween competition for whoever gives away the most free dog food samples wins Halloween décor, lots of free coffees and lunches, etc.”
• “We’ve increased pay drastically but also are expecting more managerial roles from them as we step back a bit and let them run the business.”
• “We bumped up our training program and made it a weekly task for all employees.”
• “We switched from traditional interviews to an open house hiring format and it’s proven to be very successful!”
• “We’ve tried changing up our hiring ads, we’ve continued to increase wages and we offer a raise after 90 days because we had so many new hires start and not even stay three months. We’ve actually hired several people who work other jobs and we try to co-ordinate schedules which makes scheduling much harder and a lot less flexibility when someone needs off but allows us to find some reliable staff that’s motivated to work.”
• “Not expecting the same work ethic as 10 years ago. Allowing par performance and understanding that things that used to take one to three months now take six to nine months. Overall, lowering the bar has reduced manager stress.”

To deal with supply shortages:

• “We have learned how to ‘buy sideways.’ We go straight to the brand and tell them our issue (and usually we are big accounts for the brands), and they find product for us from stores that aren’t selling it.”
• “We still order items from our distributor even if it shows zero availability, rather than waiting for the item to show as available. This lets them know that their fill-rate isn’t as high as they think!”
• “We’ve become experts at transitioning customers to different foods if we have out of stock issues with suppliers/distributors. We’ve always preached rotation, but we’ve upped our game now.
• “Previously we tried to avoid bringing in pet foods that directly competed against one another but recently changed our motivation and brought in foods that might serve our customers in the absence of other lines that we carry.
• “Buying heavy. I am keeping heavier back stock than we generally have before to try and ride out the OOS waves, and we have brought it some alternative options for customers.”
• “I have really just been trying to think of out-of-the-box ideas and bring in new products. We have added new services including our hydrotherapy, pet chiropractic and canine massage which has helped cash flow increase.”

The very first PETS+ Big Survey was conducted via an anonymous online form from late September through October and attracted more than 550 responses from American pet-store owners and managers. The full results will be published in the Nov-Dec edition of PETS+.

The post Pet Pros Reveal their Biggest Challenges in 2022 and What They are Doing to Address Them appeared first on PETSPLUSMAG.COM.

When indies love a brand and it expands into big e-commerce sites and/or big-box and grocery stores, some retailers express their displeasure — loudly. We always wondered if they represented the majority of independent pet retailers or if they were just the most vocal about the issue. So we asked about it in our 2022 Big Survey.

The majority of indies surveyed don’t see product availability on Chewy and Amazon as a black-and-white issue when evaluating brands. Instead, 55% of you look at a variety of factors.

• It would depend on the retail, my cost and the company. Do they enforce MAP, and do they support indies in another way like with Astro or frequent-buyer programs not available on those sites? Basically, it comes down to whether we can compete.
• If it sells better in a demo-type situation, I will bring it in.
• Depends on the item and how much traffic it drives to our store. If it drives a ton of traffic, we’re OK with it being on Chewy as long as the prices are comparable to our desired margin.
• We are in a small town, and often people come in and ask about products sold online. I don’t want to send customers away, so I stock some things you can get online.

Some respondents — 28% of you — said they don’t see brands being on big e-commerce sites as a dealbreaker at all.

• I don’t consider the sites to be competitors. Their advertising, in fact, helps me sell products because then they’re recognizable. I can’t match their price point, but we make up for it in other ways.
• If I didn’t carry a good product in my store because it was on other e-commerce, I wouldn’t have many things to sell.

But 15% of you give a hard pass to such products.

• It can often cheapen the perceived value because low cost is often associated with low quality, and many people think of Amazon and Chewy as low-price leaders.
• If I am deciding between two similar products, and one is on Amazon or Chewy and the other isn’t, I will definitely choose the one that isn’t.

As for availability in big-box and grocery stores being a dealbreaker, “Maybe” still led the results with 45%, but more respondents — 25% — answered “Yes” than to the same question about big e-commerce.

• If I see a product that I carry in Home Goods, Marshalls, TJ Maxx stores, I won’t carry that brand.

Finally, many said they also won’t necessarily kick to the curb a brand that starts in independent pet retailers and then expands.

• If a brand is sticking to their MSRP/MAP on Chewy, we can stay friends.
• If the manufacturer continues to actively support and promote the indie/neighbor- hood pet channel, we won’t discontinue a product unless the sales tank.

See the answers to all 69 questions in our November-December issue, mailing out Nov. 15. A big thank you to the American Pet Products Association for sponsoring our inaugural survey!

The post PETS+ Big Survey: Retailers Reveal What Is — and Isn’t — a Dealbreaker with Brands appeared first on PETSPLUSMAG.COM.

Our inaugural, soon-to-be-annual Big Survey didn’t just ask for stats and figures. We asked respondents a variety of open-ended questions to learn more about their day to day. Some of the answers to this particular query also left us speechless!

60. Tell us about when an employee left you speechless. In a good, bad or weird way!

STEPPING UP

My manager had to take over running the store when I was out with a fractured leg. I told him I’d give him weekly bonus pay for the duration. He 1) called me to ask if I could give his bonus to another employee who’d just lost her grandmother and needed extra money, then 2) told me he realized that his overtime was eating into payroll costs, and he trained both employees to close so he could take some time off and lessen the cost for me. I literally cried both times.

When we first opened and didn’t have managers yet, a twentysomething employee making $12 an hour surprised me with an entire handbook for front desk operations. She wrote it in her spare time without telling me. I was beyond impressed. She has since moved on to becoming a groomer.

Recently, I sat down with two of our receptionists to review incidents that occurred with one of our managers. One told me that the days she gets to work with me are some of her best. The second quickly agreed. While we give reviews every three
to six months to our employees, it’s rare that I ever get any feedback for myself as a business owner. This was absolutely wonderful to hear, and possibly made my entire year.

Caught an employee with booze in his cup. Confronted him, and he said he had no idea how it got there. Let him go. Was a great employee otherwise, and I told him if he ever got his act together and got help, I would happily hire him back. He came back six months sober and had turned his life around! Hired him on the spot.

SMH

Delivery driver that took a 12-foot truck under a 10-foot bridge … clearly marked with all kinds of warnings, but he thought he could make it.

During day care, policies are very clear that hands should be free and ready to pet dogs or pull them apart. A staff member decided to read a book, in a room of 50 dogs. She was reprimanded. Said it didn’t specifically say, “No reading of books” in our manual. So we changed the manual. She then brought in knitting needles and began knitting in day care. She said, “It doesn’t say I can’t in the rule book. And oh by the way, I wasn’t knitting; I was doing needlepoint.” As if small, sharp needles aren’t even more dangerous to pets! She was terminated, and then sent her mommy to our location to fight for her job back.

Had two leave, no notice — then ask why we took away their discount.

When they couldn’t figure out how to work a mop. Claimed to never have used one. Never saw one being used. Never apparently watched a movie or even a cartoon with one in it. Held it outstretched, dry and pulled it between their legs. Speechless.

A newer employee was not scanning all of the items being purchased. I corrected him to get through the sale. Later he said, “But they were all the same thing.”

WAIT, WHAT?

A female Asian employee filed a claim that we were racist against female Asian employees. When the Department of Labor called, I took the call and made sure that the first words out of my mouth were that I was the female Filipino owner of the business and the person we fired was let go because of endless mistakes
with cash. The call lasted two min- utes. We were found not guilty.

An employee who wasn’t perform- ing told me she didn’t need me to tell her how to do her job.

Had a model employee — bright, great smile, eager to help, custom- ers loved him. One morning, he was arrested for pulling armed robberies on his way to work.

Hired a new employee. Everything went great in the interview. Her first day I told her our standing rule was to greet the dog before the person. She wasn’t doing what I had showed her.

I asked her to practice on the next customer, and she said, “I would, but I don’t like dogs.” Guess I forgot to ask that question during her interview.

Employee took us to small claims court over small personal items (fork, spoon, toothbrush) they supposedly left when terminated.

I had a groomer walk away from a man who was telling her that his wife had died. Literally walked away mid-sentence. After I listened to him finish his story, I asked if she realized she walked away and her reply was, “Yes. I don’t want to hear that shit, I’m just here to groom his dog!”

I recently had an employee tell me that my business partners (my family) shouldn’t be partners if they didn’t plan on stepping up more.

See the answers to all 69 questions in our November-December issue, mailing out Nov. 15. A big thank you to the American Pet Products Association for sponsoring our inaugural survey!

The post An Employee Did Needlepoint in Doggie Day Care Plus 15 Other Times Staff Left Their Bosses Speechless appeared first on PETSPLUSMAG.COM.

Unlike with our monthly Brain Squad survey, those who took the 2022 Big Survey answered anonymously. This gave them the freedom to disclose financial information they might not typically share “in public.” Here’s how they answered this question about earnings:

Only 3% of survey respondents said “the money” was what you love most about being a pet pro, which is probably a good thing considering that the returns on all of your hard work and long hours aren’t, let’s say, overwhelming for most. The mid-point for earnings in our survey was $60,000 a year.

That’s not to say some pet pros aren’t doing quite well financially. About a quarter of you reported earning more than $100,000 a year. How do these pet pros do it?

The six-figure business owners and top managers were more likely to operate pet supply stores without services, accounting for 42% of the 100K+ earners. Pet supply store operators with services accounted for 35% of the 100K+ group. Boarding facility operators who sold pet supplies were also well represented, accounting for 10% of 100k+ earners. Grooming salon operators represented 5-6% of the 100k+ group.

Also, the bigger earners tended to cater to a wider range of animals rather than just cats and dogs, possibly implying they are bigger businesses, and also generate a higher average ticket — three-quarters of the 100k+ earners reported an average retail sale of above $40, compared to about 60% for those earning less.

Some other interesting findings:

• Despite pet care being a predominantly female occupation, the gender pay gap still exists. While men accounted for only 16% of our survey respondents, they made up 25% of those in the 100k+ club.
• There is more racial diversity at the lower end. Whites accounted for 91% of the survey-takers, but 88% of those earning less than 30K and 93% of those earning six figures.
• Economic uncertainty and downturns tend to favor the strong: 79% of those earning more than $100,000 expected to see sales growth this year, versus 55% for those earning less than $40,000.

See the answers to all 69 questions in our November-December issue, mailing out Nov. 15. A big thank you to the American Pet Products Association for sponsoring our inaugural survey!

The post PETS+ Big Survey: The Average Independent Pet Business Owner Earned This Much in 2021 appeared first on PETSPLUSMAG.COM.

Kong took the No. 1 spot in answers to this Big Survey question: What was your top-selling toy brand in 2021? Nearly 25% of all respondents named the ubiquitous rubber toys as their sales leader, with Fluff & Tuff coming in just behind at No. 2 with 21% and VIP at No. 3 with 9%. A mix of widely available and indie-focused brands split the remainder of the top 10 list.

See the answers to all 69 questions in our November-December issue, mailing out Nov. 15. A big thank you to the American Pet Products Association for sponsoring our inaugural survey!

The post See the 2021 Top-Selling Toy Brands According to the PETS+ Big Survey appeared first on PETSPLUSMAG.COM.

When asked to name their top-selling treat brand in 2021, the majority of pet retailers who took our Big Survey said, “Store brand.” That doesn’t surprise us, as indies excel at creating bulk biscuit bars that keep customers coming in week after week, sometimes daily! Falling into that answer were treats baked in-house, produced through private label, and purchased from a bulk treat provider.

Bocce’s, Stella & Chewy’s and Redbarn completed the top four. Check out the rest of the top 10 list, which covers a total of 14 brands thanks to multiple ties.

See the answers to all 69 questions in our November-December issue, mailing out Nov. 15. A big thank you to the American Pet Products Association for sponsoring our inaugural survey!

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