This time had become problematic. Across the street from the strip mall sat the town’s only middle school.

When the last school bell chimed, the preteen invasion began. Middle school students walking or biking home would cross the street, and many would stop by the strip mall. The majority of Sarah’s young visitors were well behaved and genuinely loved animals, just wanting to check out the kittens or pick up treats for their family pet. On one or two occasions, she had had to shoo kids out of the store, more so out of concern that they get home in a timely manner. Being a parent herself, Sarah felt the students should head home directly and not cause their parents unnecessary worry.

This afternoon’s visitors were ones Sarah had not seen before. Three tween boys parked their bicycles out front and entered the store. Loud and rowdy, they strolled in and headed to the dog toy section. Sarah was back in the freezer aisle discussing raw food options with a pet parent. Her manager was busy checking out a customer at the counter. Voices from the aisle caught both of their attention.

Suddenly a ball flew out of the aisle and past the counter. The boys erupted into peals of laughter as one ran to retrieve it. Sarah’s manager yelled at them from behind the counter to stop. One grabbed the ball and tossed it back to his friend as both the manager and Sarah headed toward the kids. The boys made a run for the door, tossing the ball into a gift display near the entrance and knocking a shelf of mugs to the floor, where they broke into pieces.

After they had gone, Sarah mulled over her options regarding the situation. Her store cameras had clearly captured the boys in action. She contacted the neighboring businesses: a laundromat, dentist office, restaurant and gym. They all had noticed kids in the parking lot after school most days, but none were having problems with them coming inside.

Diane B.
MORRIS, MN

Since my pet store opened, I have had a policy regarding minors. It is for my protection as well as theirs, and I do not discriminate. I ask the younger ones, “Where is your mommy or daddy?” If they say, “They aren’t here,” I tell them that they need to have a mommy or daddy come in with them, then I escort them out. If it’s a middle-aged teen, the same rule applies, and I add, “It’s for liability purposes.” The older teens I watch, as many of them are running errands for their parents or may have their own pets. I talk to them, keeping them occupied. I have had no issues with this, and no one has complained. It truly is for our benefit not to allow in unsupervised kids. I have a sun conure in the store who has been known to bite if people put their fingers in his cage, so that is posted as well to avoid those incidents.

Anna W.
ANKENY, IA

Since she does have the kids on camera, I would go to the school and talk to the principal to see if they could identify them. I would then talk to the parents. Her only other option would be to institute a “no minors unattended” policy, which would be really hard to enforce and would probably leave a bad taste for customers. I think the best option is to address the kids at fault.

Krista S.
ST PETERSBURG, FL

I have a nephew that unfortunately did something similar with his friends to a ski-ball machine at a bowling alley. Shattered the glass and caused a ruckus. The owner of the bowling alley contacted the school, and the school assisted the owner in finding the children and working with their parents and officers to discipline the kids — very fairly, in my opinion. He understood the cost of his actions after that and how that kind of behavior impacts other people. I’d contact the school and show them the video. I would not implement a “no-minors” policy. I would hope that the school would discipline the kids, contact the parents, police or all of the above. Together they can come up with a fair course of action as well as create awareness that this rowdy behavior is occurring.

Brett F.
OWEGO, NY

From the suburbs to the inner city, I’ve been in many stores that are within short walking distance from schools. Almost all of them, regardless of type, have a sign regarding students in the store. Most only allow two students in at a time. I’ve seen a few that require an adult/chaperone. I’d say that Sarah should at least consider the two-at-a-time option, and from there it’s tough to say what else she should do in terms of police involvement. She could turn over footage and photos from her security cameras to local police, and if the damage is significant enough to warrant pressing charges, then maybe she should try to do so. However, a small business in a small town relies on relationships with local clientele, so it could backfire. The kids aren’t regulars, so a follow-up from police could help more than hurt. I’d still start and enforce the limit ASAP.

Michel S.
FLEMINGTON, NJ

We’ve had similar problems with the pre-teen crowd at our store. I’m not afraid to tell the kids that they’re getting too loud or rude. I’ve had to use the mom voice a few times when they’ve gotten out of hand, and I’ve asked them to leave. After a few times of being told the rules about not taking anything off the shelves unless they plan on buying it and that it’s not a playground for them, they usually stop giving me any issues. If I were Sarah, I’d bring the photos of the boys to the school and ask the school to notify the parents of what happened. Ask them to contact me and be done with it.

Stephani R.
CHADDS FORD, PA

It might be necessary to establish a “no unaccompanied minors” rule if the kids are acting that badly. There’s not the same level of respect from kids today as there was before.

Kate T.
MONTPELIER, VT

Sarah should absolutely contact the police and provide the camera footage. Whether or not she pursues monetary reimbursement for the damages via charges against the students is up to her, but the police being involved will definitely make that more likely to happen and will bring the issue to the students’ families. I would 100% follow this same plan if it was to happen in my business. If Sarah is not interested in financial reimbursement for the damaged products, perhaps community service could be a good trade.

Lisa B.
BENTONVILLE, AR

We experience this sometimes in our stores, and I find redirecting gives the best results for us. I go up to them and say, “These products are for sale. You can play with them after you buy them. Come on up to the register, and I will take care of that for you.” They usually put the products down and if they don’t, I politely ask them to leave if they cannot calm down. I wouldn’t make and post a policy about minors in the store because these people could potentially be your customers or employees one day, and you don’t want to give the impression that your store is unwelcoming. I wouldn’t post a minor’s picture on social media, but I would go to the school and see if the principal could identify the students from the video footage and ask them to reach out to the parents about their child’s behavior and destruction of property before having to go to the police.

Diane W.
BINGHAMTON, NY

I would talk to the school and police. Find out who was involved if possible and if they are troublemakers in other ways. The parents may need to be informed that their kids are acting inconsiderately and will not be welcome without parental supervision. Signage should state that roughhousing in the store is not tolerated, and damages will be assessed and activity reported to authorities.

Barbara C.
THORNWOOD, NY

There was vandalism. Sarah should call the police and file a report. This is not a school issue so no need to contact the school. In our previous location, we had many kids come in after school on Friday afternoons. If it got out of hand, I would kick them out. We dreaded Friday afternoons, but banning children may offend parents and this seems to be an isolated incident. I would certainly not allow the vandals back in the store.

The post Do You Have a Minors Policy for Your Pet Business? appeared first on PETSPLUSMAG.COM.

“Trixie died a few days ago, so I wanted to return all of this,” Mrs. Montgomery said.

“I am so sorry to hear that,” Amanda replied. “Trixie was such a sweetheart. Do you want me to find a rescue that might need them?”

Organizations she partnered with didn’t accept opened products, but Amanda always offered to take any items customers wanted to donate. She understood that they could be sad reminders of the pet who had passed.

“Oh no, I want a refund. You know how expensive all of this stuff is,” Mrs. Montgomery stated.

With a sinking heart, Amanda looked at the stack of goods, many of them special order. The few not opened were so old, they had expired by several months.

“We don’t normally take back special orders since we don’t keep them in stock,” Amanda replied. She was trying to be sympathetic and firm at the same time, but was quickly realizing it wasn’t going to work.

“Your return policy is right there on the wall, and it doesn’t say anything about special orders. You also never told me that when I ordered,” Mrs. Montgomery said, not giving an inch.

Amanda knew that her posted refund policy didn’t mention special orders. When she originally wrote it, soon after she opened, special orders were pretty rare. However, Amanda was sure she had stated the no-return policy for special orders when she began taking them from Mrs. Montgomery. Mentally gritting her teeth, she began sorting through the products. Looking at the oldest purchases, Amanda debated pointing out how long ago they were made as several were outside the return window her policy did stipulate.

Mrs. Montgomery was a longtime customer who still had two cats at home and would no doubt get another dog. If she picked through and accepted some and not others during her customer’s time of grief, and during the holiday season, Amanda suspected she would lose her business altogether — especially given the seemingly no-limits and well-publicized return policy of her biggest competitor, a certain online national pet retailer.

Diane B.
Morris, MN

Let’s get real: You’re a small pet store. Word of mouth, both bad and good, travels fast. So offer condolences with a sincere heart and just give her the refund. Donate what you can to rescues or use it for your own pets. Comp it out on your inventory as “expired products,” take the tax write-off and be a hero to this pet owner. Or be the bully, roll your eyes, let her know you’re annoyed. Now she’s annoyed, and you’ll lose not only this client, but the many others she knows, as well as get a bad Google review. Your choice. Me? I’m the hero. And I’d give her a coupon good for a percentage off one product for her next new pet, should she get one.

Chris J.
Antrim, NH

I would explain that I can’t take back the opened or expired product and offer a small refund on the special-order products. In addition, I would further express my condolences on her loss and offer a free item for her cats. For a longtime customer, you’ve made much more on her purchases than what you’d be giving her, and you could display the special-order items with a reduced price (maybe at cost) in the hopes that they might sell. You’d also hopefully be retaining her as a customer. If she responds badly to what you offer, apologize that you can’t do more. She might leave angry, but grief does that to people sometimes. Hopefully she will come around at a later time. If you have her address, you could follow up with a condolence card. Also update your printed return policy for special orders and expired product.

Amber S.
Pittsburgh, PA

I would refund the customer because her previous, current and future lifetime spend well outweighs the cost of the items. While processing the return, I would say, “I typically don’t refund special orders or expired items, but you have been a wonderful, loyal customer and I appreciate you supporting my small business. I’m so sorry for your loss.”

Bill T.
Mobile, AL

We would take back everything that was sold by us and give a refund in the form of a store credit/gift card. If the customer insisted, we would refund in whatever form of payment she used. Most, if not all, of the product could be sent back to our distributors as a “customer not satisfied” return. (I realize that is passing the buck, but manufacturers have it incorporated in their pricing.) Not that there really is ever a time to take a chance in alienating a customer, especially these days, it’s just not worth it. Can you imagine the online outrage that you didn’t take care of this grieving customer?

Ramie G.
Evanston, IL

We don’t offer refunds after a certain period of time and do not accept open packages of food for shelter donations, as open bags can attract critters. I would give my condolences for the loss of their pet and would take the donations of clean bedding, toys, bowls and unopened food in their pet’s name. We work with multiple shelters, and they appreciate these goods and note donations in their newsletters. Perhaps when ready, the customer will look for a new companion at the shelter that received their pet’s donations.

Barbara C.
Thornwood, NY

We have a very specific return policy, which states that any unused product may be returned for a full refund if it is in sellable condition and returned within two weeks. Damaged product can be returned per warranty. No returns on livestock or special orders. Yes, I have made exceptions. This store owner needs to decide whether she wants to keep the customer. Keeping her coming in to buy cat food and supplies for the next five years may make it worthwhile to take the product back. And, of course, she needs to update her written return policy.

Susan N.
Chester, NJ

This has only happened to me three times that I can remember. All three times, I refunded their money. It was just easier, and all were less than $100. Not sure what I would do in this case, but a store credit on the unexpired products may make the customer happy. The customer knows the store can’t resell the expired goods. It’s a tough situation.

Lexi S.
Norwell, MA

This is, no doubt, tough for the customer. If she is a longtime returning customer, offer her store credit for all the items. If that’s not enough for her, maybe money back for the items purchased within 30 days and store credit for the rest. Better to keep her happy and coming back, especially while mourning. I would send her a handwritten “Sorry for your loss” card, too.

Victoria P.
Atlanta, GA

This is an especially sticky situation. I have had this happen to me before, and my compassionate side usually rules in the favor of the customer. If it is unopened product that I can resell, I give store credit. If it is something that can be used by a rescue, I give 50% store credit as a gesture of goodwill and add it to my damage and loss sheet of unsellable products. This sheet includes expired and damaged products I cannot return to the vendor, and I submit it to my accountant for a tax write-off. This situation is definitely cringeworthy since the customer seems to have no awareness of how she is hurting a small business that has gone above and beyond to help her fur baby.

Doug S.
New City, NY

Though policies are there for a reason, our approach is to be the ultimate customer service business. We are fortunate enough to deal with vendors that we have dealt with for over 30 years. We have so few returns that when we do, they honor them with no questions asked. In today’s volatile retail climate, we are being judged on everything we do, good or bad, so we find it easier to do more good than bad. Even if it costs us something in the end, we look at it as keeping a customer a customer and hope that they tell that positive experience to at least 10 of their pet-owning friends.

Kelly H.
Deland, FL

I recently had a similar situation with a customer who purchased a large amount of food for her cat, who subsequently passed. I took back all that wasn’t opened. It was a large amount, but I could resell the product. I put the amount on a gift card so she could buy gifts for others with pets. Two months later, she got a new kitten and has been using the balance to purchase products. Another way we have dealt with an issue like this, has been to reach out to the manufacturer for a credit. We’ve also been able to get credits from our distributor.

Cyndi S.
Longview, WA

We try to be as flexible as possible. If the companies have a return policy that allows for opened goods (non-expired!), we will take them back and work through them. While totally sympathetic to the loss of the customer’s pet, we have to be firm about returning used or expired items. I don’t know of a manufacturer that will refund the retailer on expired items unless they were accidentally shipped that way! Encourage her to find a rescue (offer to help) that could use the items, since they are not re-sellable. Also offer to give her the information for the manufacturers, so she can try to work with them directly.

Danny B

Sarasota, FL

The post Are You Flexible With Refunds When a Customer’s Pet Dies? appeared first on PETSPLUSMAG.COM.

Never knowing what to expect from him, Kelly had begun to dread Mr. B’s visits. Maybe he was just lonely and needed someone to talk to?

She often felt like a prisoner in her own store when unable to break free from the mostly one-sided conversations. If Mr. B started on a rant, it could go on for what seemed like hours — albeit actually only several very long minutes — even after he had paid for his purchases. Politely sending him on his way was becoming more and more difficult.

Kelly’s store existed to serve all customers. They were all welcomed with an open heart. She was never rude to anyone, regardless of their personal opinions or beliefs. Kelly kept her own feelings on controversial topics inside, believing all pet parents should feel comfortable in her business.

Mr. B, on the other hand, did not tolerate anything other than what he believed to be right. He reveled in sharing his thoughts. Kelly would try to be pleasant, making herself busy with tasks. She’d nod, smile, anything to get him to just go. If another customer entered while Mr. B was shopping, Kelly would breathe a sigh of relief. She could help the new arrival. Kelly also worried Mr. B’s loud opinions might alienate other customers if overheard.

On this particular day, Mr. B had come in grumbling to himself, grabbed Petunia’s food and brought it to the counter. Kelly had smiled and welcomed him as usual. She rang up his total. As he paid, Mr. B started griping about the candidates in the upcoming presidential election. The entry door chimed as another customer walked in. “Oh, no,” Kelly thought again. How was she going to move Mr. B along and out the door before he caused a scene?

Krysta F.
GENEVA, IL

Whether it’s politics or any other controversial issue, and whether I agree or not, it doesn’t matter. Being loving and kind to these people in a way that promotes them to do the same is my goal. So in a case like this, I’d say, “Well, we are all pet lovers here, so all we can do is be good to one another just the same way we are to our pets. That’s all that we can do to create a better world,” then send them on their way. Often customers have heated conversations about political issues, and the end result is the same for me: I express the fact that there is little we can do about our political leaders and their actions, but we do have total control over the way we treat other people, and kindness is key. Reminding people of that generally diffuses the situation, without dismissing it.

Keela H.
SIDNEY, MT

This happens often where I am, and I had to learn to be polite but firm. I politely let them know that it has been great to visit with them and look forward to the next time, but I have to get back to work. I try to make it lighthearted. When they don’t respond by leaving, I say “Thank you for coming in! But I must get to it.” And walk to the new customer. Usually they will leave. And I have no issues when they come back in. We pick up where we left off.

Ruth S.
SYRACUSE, NY

I have told a couple of customers that a wise man (my dad) told me when we first opened to avoid talking about politics, religion and personal issues. Most people accept it, or they know it’s just a polite way for me to avoid the conversation. I’ve also used my cell phone and sneaked to dial the store and pretended to help someone on the phone. Or my husband has joked with the next customer (who might have seemed disturbed by the customer) that at a certain age you lose your filter. I hope folks have some good advice, I think we could all use a creative way to tread lightly.

Karen C.
DELAVAN, WI

We learned quickly how to navigate this scenario during Covid. We have a no-tolerance policy for rude, intolerant behavior. We have had exchanges with customers regarding any number of hot-button issues, including rescue, purebred dogs, puppy mills, training methods, proper nutrition, vaccines … We love a lively discussion on most any topic as long as there are no personal attacks on customers or employees. I will personally address a customer in this way: “We respect your opinions and your right to express them, even though we may disagree. We like to keep it light here at The Bark Market.” And change the subject. Not engaging tends to end the conversation, so steering in a different direction can work. We are OK losing a customer who doesn’t fit into our “culture,” and we’ve not lost many!

Jennifer Moore B.
NORTH RIDGEVILLE, OH

I deal with a couple of customers like this, and I have set up a system with my employees that one of us will disappear into the back during the rant and call the store phone. The person listening to the rant can then excuse themselves to answer the phone, and that usually ends it. Or the person in the back will call out to the person in the front to ask for help. Not a perfect system, but it works.

Rebecca N.
MILFORD, DE

We have customers from all political and social views who visit our stores, and we do our best to not discuss politics with anyone. Like Kelly, we just nod and hum along. If anyone does happen to begin to get too aggressive about political views toward us, our go-to one-liner is, “Well, I hope you have a great day and thanks for shopping with us! I hope everything works out, and hopefully we see you soon!” And we will walk away to go “task” or assist another customer. There’s nothing wrong with Kelly excusing herself to help someone else or complete a task (even if there isn’t one) to remove herself from an uncomfortable situation. I don’t think it’s Kelly’s responsibility to tell customers “divisive talk” is not welcome, unless a situation arises where customers are in a verbal confrontation. Keeping the conversations in the store centered around pets at all times naturally creates an environment of non-politics or neutral territory.

Angela P.
STRATFORD, CT

Yikes! Everyone has some version of this customer. It seems as if Kelly is doing so many things right — being friendly, open and keeping busy while the rant goes on. I believe she should always have an exit in mind: an important phone call to make at a certain time or that she’s strategically working on an order that must be submitted by a certain time.

Lisa B.
BENTONVILLE, AR

This happens a lot in our four stores as we have customers with an array of opinions on any given topic. Our company policy is to remain neutral, which means not offering our opinions and outlook on hot topics. We welcome any and all customers, and we do know that we all have one thing in common: We all want the best for our furry companions! We just smile, listen and shift the conversation to more neutral topics. If we notice a team member is entwined in an uncomfortable conversation, we walk up and say they have a phone call or their help is urgently needed, to release them from the situation. Even though these interactions with customers can be uncomfortable, it lets you know that your customers feel comfortable in sharing their opinions and views (and venting) with you and that you have built a good customer relationship with them. It just requires a balance of being a good listener and redirecting the conversation if needed.

Diane B.
MORRIS, MN

I have had the same thing happen. I’m polite, I listen, but offer no solutions. I don’t take sides or offer advice, no matter how I feel either way. The best response is no response — don’t add more fuel to their fire, and it will die out. I will, after a few moments if no one else has come in, edge myself toward the computer and when there’s a break in the conversation, say, “Well, it’s been nice, but I really need to get back to my work!” and then look at the computer. They tend to get the hint … until next time. If there are others in store, I will immediately go to that customer, then tell Mr. Political, “It was good to see you! Have a nice day! How can I help you now?” as I focus my attention on the new customer. You don’t have to take sides or show emotion. Most times, people get it.

Kathy Dannel V.
CLEARBROOK, MN

Kelly should tell Mr. B that her store is now a politically neutral zone. There will be absolutely no conversations, speeches or groaning allowed. Share with him that she truly respects the right for each of us to have strong opinions, but in her store, they must not be voiced. This allows her to maintain a positive, happy vibe in her store, which will imbue the products going to the dogs with positive energy. If it is explained to him that while she does not agree with many of her friends and family members when it comes to politics, she does agree with them being able to shop, visit public places and NOT have to hear political opinions. She may also tell him this is the only way she has been able to stay friends with people who have different political opinions: to agree to disagree and NOT talk about it. P.S. In various business settings, I have put up signs asking customers to leave their politics outside

The post How to Handle a Customer Who Rants About Politics appeared first on PETSPLUSMAG.COM.

A staff handbook covered opening/closing routines, inventory management, POS system support, and directions on stocking, cleaning and other tasks for when the store wasn’t busy. Lisa allowed team members to switch work dates or hours with each other as long as the store was covered.
She also delegated special tasks to interested staff.

In Lisa’s mind, this was a good way to run her team: Set guidelines and expectations, but also encourage staff to invest in the business’s success and to self-manage in certain areas.

Kathy, one of Lisa’s newest team members, was quite vocal about loving her job at the busy pet store. Possessing a vast personal knowledge of raw feeding and an eagerness to learn even more about what to feed her own pack, Kathy had seemed like a perfect hire. Outgoing and friendly, she enjoyed sharing her knowledge with customers.

Already Kathy was expressing an interest in management. She also had vocalized her desire to buy the business one day. While Lisa welcomed enthusiasm and ideas, some of Kathy’s suggestions were overly presumptuous and downright pushy. Lisa was beginning to lose her patience. Kathy was overstepping, and other team members were becoming suspicious and irritated.

During a staff meeting, Kathy volunteered to do all of the ongoing tasks for Facebook, the website and newsletter. Lisa assigned her to only one. On another occasion, Kathy insisted she knew a much better system to reorder products because her husband managed an office-supply store.

While Lisa was on vacation, Kathy switched the store’s music to her own favorite radio station (one that didn’t play the store’s radio advertisements). Kathy also rearranged a seasonal display assigned to another team member because she had a “better” idea.

Believing customers would like them, Kathy added six SKUs of new tripe treats to a distributor order without approval. Deciding the staff work schedule needed revamping, Kathy handed Lisa a new staff work calendar she’d created at home. Kathy also eagerly pointed out to Lisa when daily cleaning and restocking tasks hadn’t been completed by other team members.

On the Saturday before the store’s anniversary event, Lisa walked in to find a team member printing out copies of a coloring page. Lisa asked him about it. Kathy piped up, “He’s making coloring pages for the kids who attend our anniversary event. We’re setting up a coloring table.

Isn’t that fun?” The activity had not been discussed during planning of the event. In fact, with the volume of customers expected, there wouldn’t even be space for a coloring table.

Lisa regularly gave Kathy feedback about gaining approval before implementing her ideas, but Kathy continued to overstep. Lisa had had enough.

Angela V.
Houston, TX

An employee who fails to follow the rules after multiple meetings with management should be let go. Whether the behavior is a lack or excess of any quality that makes for a good worker, it’s a nuisance that can impact everyone’s work morale and productivity.

Mike O.
Columbia, TN

I love to see initiative from any crew member as it doesn’t seem to be a part of many personalities. I’m always open to new ideas! I do ask that any procedural changes be run by management first. I would not promote an individual I’m having issues with, and I would give her a set amount of time to learn to do as I ask!

Brittany S.
Jefferson City, MO

Part of fine-tuning your business involves closely examining the natural leadership and management styles within your team. If a staff member is constantly draining your energy and requires frequent meetings, it’s a clear sign they might not be suited for management. It’s crucial to have managers who are highly compatible with your vision and work style. If someone is causing chaos in your business and you find yourself regularly irritated by them, it’s best to find a replacement sooner rather than later. Letting someone go is never easy, but the success of your business relies on having a strong team and capable leaders.

Krista S.
St. Petersburg, FL

I don’t believe I would fire this person for wanting to go above and beyond. Figuring out a way to reel her in while giving her the creative freedom she wants is key. That said, I do empathize with an employee overstepping. In this case, I would chat with the employee and share my observations, how it affects me and the team, and explain why. I would also thank this person for going above and beyond because it’s extremely rare to have an employee willing to not only think outside the box but execute. Then, I would create a specific project and/or reassign something to this person that is “theirs,” as well as set up a weekly meeting when I can say yes/no to whatever they bring up and explain why.

Lorin G.
Houston, TX

This is actually the problem: Kathy is controlling. She thinks she knows how to do everything better. Many business owners own businesses because they feel the same, but this is not Kathy’s business. Lisa must spell that out plainly. Potentially, Kathy moves on by her own choice should she not like how that meeting goes. At least Lisa is addressing the issues. What she allows will continue. Lisa must set the terms.

Brett F.
Owego, NY

Kathy is overall an employee Lisa should want around her business, in terms of knowledge and enthusiasm. I think a write-up spelling out each time Kathy has overstepped is in order, along with a sit-down to discuss further steps, including dismissal if she doesn’t dial it back. And in that meeting, Lisa sets firm boundaries and gives detailed explanations of expectations for Kathy.

Diane B.
Morris, MN

While being a tad bit pushy, it’s go-getters like Kathy who get things done. I would tell her she could be an assistant manager on a project, assistant meaning she must have everything OK’d by me first. I’d then gather the rest of the employees and update them. If anyone has an idea to add to the project, well, let’s hear it. It makes for a good work environment if employees feel they also “own” the store. Not so much that they change the rules, but that they take pride in its success.

Lisa B.
Bentonville, AR

I would have a meeting with Kathy and lay out boundaries for what her role in the company encompasses and what it does not. I would give Kathy a chance after to see if she can work within those boundaries, and if she cannot then it would be best to part ways. Kathy has the potential to be a good manager with her proactiveness and ability to plan. But not if she cannot respect the chain of command.

Samm A.
Saint George, UT

I’m a Lisa! I love to hire passionate people and foster their creative independence! Lisa sounds like a phenomenal boss. If I were her, I’d have an open conversation with Kathy and not let the situation slide. I would NOT fire Kathy, as she sounds like a wonderful asset. I think these “oversteps” can be worked out with transparency and a genuine conversation.

Paul L.
Mount Dora, FL

Lisa is lucky to have such a motivated staff member! But it sounds like Kathy needs guidance as well as boundaries. Kathy has that go-get-it attitude very few of today’s hires have, and Lisa should embrace it by offering a management internship to see if she can mold Kathy into being her right-hand woman. With someone like-minded in place, it would allow Lisa to take some time for herself. Kathy has great initiative and just needs to be guided in the right direction. Lisa needs to correct the behavior right away and reassure other staff that Kathy is not in charge … yet.

Chris F.
Lee’s Summit, MO

While it’s good to give staff some freedoms, an organizational chart is imperative. Letting staff know what their responsibilities are allows you to hold them accountable and for them to excel. Taking initiative that impedes another employee is detrimental. Lisa needs to set boundaries. If Kathy continues to step outside of them, let her go.

Nicole D.
Cuyahoga Falls, OH

Thinking you can run a store better than the owner and doing things without approval is insubordination. It’s sneaky because it’s disguised as initiative. Doing what you want without permission and/or being concerned with the result, and with an attitude? Bye.

Doug S.
New City, NY

I don’t have all the answers, and many of my younger employees have incredible ideas that are beneficial to the business. But like on any good ship, the captain needs to know what the first mate and crew are planning or they could steer the ship directly into the storm. I always use this analogy so as not to suppress their ideas or have them think I’m like a parent stepping on their thinking, and it seems to really hit home for them in most cases.

Ramie G.
Evanston, IL

Is Kathy competing with Lisa? Or can she be redirected as an asset? I’d try to use Kathy’s enthusiasm to take things off my plate and see how she does with guidelines and supervision. Don’t get territorial — think of how she can benefit you and your own time shortages.

Keela H.
Sidney, MT

That would be so frustrating! But work within her skill set and give her tasks that she can thrive and be creative. As well as give her boundaries to stay within. Then maybe implement a three-strikes policy.

The post What to Do When an Employee Continues to Overstep appeared first on PETSPLUSMAG.COM.

Manufacturers were eager to oblige when Deedee requested samples for her customers, but recently the kitten and cat food bins were emptying much too quickly. During her many years in business, the sample bins had proven to be an excellent way of encouraging customers to venture beyond their normal brand choices. After all, the samples came free to the store and were an easy way for customers to try products before buying, especially without taking up valuable sales associate time when the store was really hopping. Deedee’s food-samples display consisted of simple wooden shelves filled with small galvanized bucket bins. A cute chalkboard sign said, “Try a free sample, but don’t be a .” The offer of free samples had never been abused by the customers — until recently, it seemed.

Deedee scratched her head and decided to ask her crew if they knew what was up with the disappearing kitten and cat food samples. All fingers pointed to Cheryl, a longtime senior on a fixed income who purchased food for her indoor cat. Deedee recalled recently talking with Cheryl about a feral cat with kittens showing up in her yard, and she had tried to connect her customer with a local cat rescue for help with spaying the cat and rehoming the family. Cheryl had expressed interest in rehoming the feral kittens, but refused to share her contact information so the rescue could get in touch. She only wanted help on her terms.

One of Deedee’s staff reported that Cheryl had asked a new staffer to hand her a shopping bag from behind the counter, then had blatantly filled that bag with samples before taking her other items to the checkout counter. Another staffer recalled confronting Cheryl as she exited the staff-only storage room after filling her bag with samples because the bins on the store floor were empty. Pointing to the “Staff Only” sign, the staffer told Cheryl she was not allowed in that area. Cheryl had angrily left the store, taking the samples with her while proclaiming loudly to all in the store how disappointed she was in how she was being treated. Apparently recovering from that disappointment, Cheryl was back a few days later purchasing small amounts of food for her indoor cat while sneaking a few more cat food samples on the side.

Not wanting to punish the customers who utilized the free sample area as intended, Deedee sighed as she struggled to formulate a plan of action. She felt torn. Having too many cats to feed on a tight budget was a huge challenge for a senior on a fixed income. However, Cheryl had refused the effort to get help with the feral cats. Deedee was sympathetic, but she also had a business to run with other paying customers whose picky cats needed to try a sample before buying the product.

Jennifer Moore B.
NORTH RIDGEVILLE, OH

This has been an ongoing problem at my store, people taking massive amounts of samples. We finally had to put samples in the back and only give them out one or a few at a time. It’s annoying and uses valuable employee time, but I had customers feeding their cats or small dogs with samples only.

Becci S.
SCOTTSDALE, AZ

I don’t leave our samples as a free-for-all because they are a talking point for our team to tell a customer about the food and why it’s a good option. It also enhances the customer experience to receive a free sample directly from a team member and perhaps makes them more likely to return to purchase the item. I would tell Cheryl that the samples are in reserve for new customers, but that we would be happy to let her know when we have short-dated or recently expired products to help her out until the kittens are rehomed. I would also remind her of the importance of vetting and finding them homes. Because rescue is in my blood, I would probably go get the mom and kittens and do it myself if I truly felt she wasn’t going to act responsibly.

Janet C.
GEORGETOWN, TX

We implemented changes to curb this issue: 1. No longer are samples on the sales floor. 2. Samples are kept in a stockroom only accessible to employees. Sidebar: With repeat offenders (i.e. the couple whose M.O. was to loudly and proudly exclaim at checkout they used the free samples as treats), we told them there were no more samples, but they were welcome to buy treats. In a sense we fired them, as we also mentioned they should try a nearby store. Sometimes you need to be OK with that. Also, we charge $1 per bag for customers who think samples grow on the backyard sample tree. Any money collected goes into a fund for a local senior dog rescue.

Loree S.
SAN DIEGO, CA

We keep all samples in our backroom. When discussing foods with customers, we offer a sample or two. We enter their info into our POS system along with a note about foods discussed and samples dispersed. We have a high rate of return, and when the customer comes back, we are able to look up the samples and sell them the food their pets enjoyed!

Diane B.
MORRIS, MN

The customer is obviously taking advantage. And having refused to seek help to get the cats spayed, this is a problem she has created for herself. Retail stores are feeling such an economic pinch. I suggest that free samples be handed out from behind the checkout counter. That way it can be a way to converse with customers about their pets, their needs and how we can address them. “Here’s a free sample. Let us know how it works and if you would like us to keep it stocked for you.” I do this, and it’s a real selling point, when you have made that customer feel special, that you would stock something just for them. I know as a customer, I would come back out of a sense of duty, that they were depending on my business, which I would gladly give.

Susan N.
CHESTER, NJ

It’s really a tough call. While you certainly do not want an individual to take all of the samples, I would find it hard to confront this woman. I would try to find a way to get her some cat food. I would ask my distributors for a few free bags a month. If that did not work, I would try to hook her up with a local food pantry. I would also put conditions on whatever help I offered. I would insist that all of the kittens and the mother cat be fixed and that the woman find homes for the kittens.

Ramie G.
EVANSTON, IL

We had a similar issue during the pandemic when we created a pet food pantry. Customers added to it as well. Two people started taking everything, and I had to talk to them nicely about other ways we could help. I have a list of food pantries that offer pet food, shelters that offer assistance, and manufacturers that give to organizations that offer this help. I can’t do everything for everyone, and you have to draw the line where you feel you should. I’d offer expired goods for the feral cats instead and explain to her why. Then remove the bins from her sight and direct staff not to give out bags — we have a bag tax in our town so most people bring their own. You can help without being overburdened and letting a few people ruin your efforts.

Joyce M.
FARIBAULT, MN

Thirty-four years ago this week, we opened our pet store and almost immediately had to put samples in an employees-only room. People see “Free” and take advantage. It was, and still is, easier to talk to customers about what they are feeding and then go get a few options from the backroom. And as I recall, some of the takers were people who had plenty of money, but just couldn’t help themselves.

Tonya C.
GRAND HAVEN, MI

Put them out of her reach. We do not keep samples on the shop floor nor free treats for visitors. They have to be handed out by our staff. Both have been severely taken advantage of previously. It’s not fair to the manufacturer who provides the free samples nor to the customers who need them to decide on the best food for their pets. We must protect the samples and use as intended. You can refer her to a pantry or a rescue to help with her needs.

Victoria P.
ATLANTA, GA

We keep our samples in the storeroom and hand them out at our discretion for the same reason. We set up a donation box instead, and when there is donated cat food, we let people who feed ferals have it on a first-come first-served basis. If I get too many samples or if they expire, I put them in the donation box. It’s a collection box for a pet pantry.

Shane S.
MILL CREEK, WA

Deedee should absolutely (but calmly) confront Cheryl for entering premises off-limits to customers; it’s a major invasion of privacy. She should also let Cheryl know that in addition to trespassing, her behavior after was uncalled for and she is no longer welcome in the store. “Customers” who take advantage and effectively steal from us are not worth trying to placate. If Deedee is nicer than me, she should still confront Cheryl, let her know that her past behavior is unacceptable and that she cannot continue to take samples, but that Deedee can set aside damaged bags of cat food for her. I would suggest adding that further violations should have a consequence of being asked to leave, and this is Cheryl’s “last chance.”

Claudia L.
WASHINGTON, NJ

Offer Cheryl near-expiring bags of cat food at a deep discount or expired bags for free. Not the brand she buys for her indoor cat —let her know you are happy to help, but she will not have a choice of the food. I had a similar situation and made this offer. Instead of being thankful, the customer felt we should give her the brand she feeds and that if not, she didn’t want any “charity.”

Kathleen F.
STOUGHTON, WI

I am sympathetic to both. Rather than confronting Cheryl, Deedee could engage her by asking about the kittens and suggesting that rescues could provide food while working to gather the mother and kittens to get them vetted and into a safe environment. So often, well-meaning people want to help, but many seniors feel their independence and dignity are being taken away. I hope that Cheryl can be an active partner in the welfare of the feral litter.

Stephanie S.
AMARILLO, TX

We kept our samples behind the counter. We always were generous with a newly adopted dog or one having issues. However we had the exact same thing. We posted a policy that said “One free sample per purchase.” Staff were allowed to give extras, but that was their decision. I would post something like “In order to find the right food for your pet, please talk to the staff about the issues you are having and we can send you home with the right samples.”

Barbara C.
THORNWOOD, NY

Put the samples elsewhere so only staff has access. Giving out samples is generally part of a broader conversation about food in our store. Years ago, samples were more readily available and we had a variety of samples near the register, but there were occasionally people abusing this. The customer who is feeding strays could also be offered a large bag at a substantial discount if the owner wants to help her.

Keela H.
SIDNEY, MT

I would move them closer to the counter, helps with accountability. I don’t think I would say anything … you know … she knows. You’ve created a way to oversee the samples.

The post How to Stop Customers Who Take Advantage of Free Samples appeared first on PETSPLUSMAG.COM.

As Sue rushed toward the dogs in an attempt to prevent any mishaps, the first pulled a large basket of peanut butter bones to the floor, scattering the treats, which the second dog saw and joined him to help devour — after looping his leash around the chew rack, overturning it and bringing the rack with him. The owner finally looked up from his phone and began yelling at the dogs as he joined them in the store, but because of the length of the now tangled leashes, was not able to get control of either.

Sue watched in horror as both dogs helped themselves to the treats on the floor. They were standing still at that point, so at least she and the owner could untangle, shorten and lock the leashes, getting them under control.

As Sue was surveying the damage, dozens of treats on the floor near the rack, now on its side, the door chimed again. A new customer entered with her dog, who immediately began pulling toward the other dogs and goodies on the floor. Sue grabbed a bully stick and used it to lead the new dog and customer to the back, away from the others and the mess they had made. The last thing she wanted was a dog fight in her store.

The door chimed a third time, and Sue watched as the owner led his two Golden Retrievers outside. She quickly followed, but he was already loading them into his car. Shouting to be heard, Sue asked the customer to return and pay for the damaged and eaten treats. He ignored her, got into his car and drove away. All she could do was make a note of his license plate number.

Back in her store, Sue explained the situation to the new customer and let her know she needed to close to clean up. Sue locked the front door and thought about whether or not to call the police. She stared at the mess and tried to remember the deductions on her insurance. Between product loss and lost sales, it was going to be an expensive morning.

Brian Rapp
COUNTRYMAX STORES, VICTOR, NY

This is not a “call the police” situation. Some customers are simply more considerate than others. Securing the displays might help — anticipating chaos. Possibly a “one pet per owner” rule and sign. The in-store experience is key to differentiating from online retailers, so dealing with high-energy dogs with a smile is the “real deal.”

Julie Sterling
JULZ ANIMAL HOUZ, MARYSVILLE, WA

This is a tough one! Stolen bulk goodies or accidental damage is part of business; it happens. However, a total disregard for the actions of his dogs adds a new meaning to “accidental” damage. I have a sign on my entrance door stating that all retractable leashes must be locked at 6 feet, as well as one saying that well-behaved dogs are allowed. In this instance, the leashes weren’t locked and the dogs’ owner was the ill-behaved one. Fleeing the store tells me he knew he should be liable for the products. I don’t know that I would call the police, but if this was a known customer, I would be sending an email advising of the damage amount and requesting payment. I would also send video footage, if available, and explain that while I understand he panicked and bolted, his refusal to pay would constitute theft.

Barbara R. Clemmens
AARDVARK PET SUPPLIES, THORNWOOD, NY

I would file a police report. If the damage was so extensive that she had to close the store to clean it up, it could constitute vandalism. She should take lots of photos! The best way to have it not happen again might be to remove all loose treats and chews from doggie reach. Still, two dogs on retractable leashes can take down any display. Those leashes should be set short before entering the store. Some kind of written policy might be helpful, but in my experience anyone coming in the store with any dog on any leash needs to be watched and corrected if they are not in control of their dogs. Accidents can happen fast.

George Beebe
PAWKI’S FOR PETS, EASTSOUND, WA

Things pretty similar have happened in my store. After getting over being angry, I chalk them up to a funny memory. The customer who left isn’t interested in paying for the damage, and it’s not worth my time, energy or money to pursue it.

Brett Foreman
EUPAWRIA HOLISTIC PET CENTER, OWEGO, NY

There are no great answers to what she can change or do to prevent this other than signage and potentially stationing an employee or cash register by the door to stop the situation before it happens. I’ve had it happen. A mess was made, but no product was damaged or eaten. I’ve asked for customers to use a 6-foot or shorter nonretractable leash from that point forward. She could appeal to her audience through social media, explaining the potential dangers and damage that could be caused by even one dog on a retractable leash. I wouldn’t file a report unless the damage was several hundred dollars or more.

Frank Frattini
THE HUNGRY PUPPY, FARMINGDALE, NJ

There’s no crying over spilled milk … or broken dog treats. This is one of those times when you just chalk it up as the cost of doing business. The best you could do is to try and be even more responsive next time (there most surely will be a “next time,” and you still may not be responsive enough). To involve the police would be an overreaction. To close the store because of this “minor” mishap is at best counterproductive. I would gather and use the rest of the unsaleable treats as samples for dogs when they come in. Hopefully, you will gain new customers with those treats. It’s important that as business owners we understand that sometimes you’re the piñata, and sometimes you’re the stick! This was a piñata moment. Accept it, smile and say, “next!”

Helen Bennett
THE GROOMING PLACE PET SHOP CHESTER, MD

Just awful. We’ve had experiences like this, and of course dogs peeing on displays and product. We now have a sign that states, “Wild dogs are welcome. They are required to be heeled while in the store.” If someone ignores the sign, we just let them know that it’s for their pup’s safety.

Rebecca Nicholson
YARN & BONE, MILFORD, DE

Since the customer already left, the best course of action is to ban them from coming back. If they do try to come back in, they must pay for the damaged product. If they don’t pay, they cannot return as a customer. Chasing a customer down for this sort of action could cause some seriously bad PR for the business if the customer wanted to cause a problem. We know that things like this happen in the pet retail business, so you should always have a backup plan such as insurance claims, reaching out to your reps, etc.

Karen Conell
THE BARK MARKET, DELAVAN, WI

Store owners must have policies and procedures, and this is a prime example of why. We have a strict policy on retractable leashes and aren’t afraid to hand pet owners a traditional leash so their dog can come in. One well mannered dog on a retractable leash may be manageable, but two or more unruly ones is chaos. No need to call the police, simply create a policy to ensure the safety of you and your patrons, and enforce it. Don’t risk your livelihood with a potential injury or damages.

Mary Hardin
WOOF GANG BAKERY FLEMING ISLAND, FLEMING ISLAND, FL

Chalk it up as a valuable learning experience and focus on preventative measures. First, I’d put up clear signs around the store and at the entrance, highlighting the need for short leashes and requiring locking retractable leashes. Training staff to politely enforce these rules and asking customers to lock retractable leashes would be key. Reviewing store layout may also be necessary to reorganize certain areas, using sturdier displays for chews instead of freestanding racks, and placing high-value items strategically out of nose reach. Additionally, I’d launch an educational campaign about the risks of retractable leashes and the importance of responsible pet ownership in public. This approach not only educates but also fosters a sense of community around the brand. With these adjustments and a focus on customer education, the likelihood of similar incidents should decrease, making the store a safer, more enjoyable place for all.

Kathryn Mcintosh
TOWN & COUNTRY ANIMAL CLINIC, RICHMOND, MO

I would definitely call the police and make a report. Owners are responsible for their pets, period. I don’t know if changing anything would prevent this. I definitely would have a sign on the building or door stating dogs must be leashed and retractable leashes must be locked. Signs inside also. Unfortunately, even if you take every step possible, something at sometime will happen.

Paula Gorman
PET SUPPLIES ‘N’ MORE, MUSKEGO, WI

We have a sign on the door that states all leashes MUST be 6 feet or shorter and retractables MUST be locked at no more than 6 feet. With that said, we do still have people who don’t read. Sue should call the police — it is theft, and I would take pictures of the car and the mess left behind. There is really not much anyone can do to protect themselves except have signage, but that doesn’t always work either. Maybe cameras so you have video of the incident.

Diane Baum
YOU PET’CHA, MORRIS, MN

Best idea: Keep all open treats toward the center of the store. That should help eliminate initial dog-inspired mayhem. She should notify the police. Although the chance of making this person pay is minimal, a paper trail is nice.

Shelly Nicastro
Essex Bird & Pet Supply, Essex, MA

As upsetting as the situation is, I would not call the police over this incident. If it was a repeat offender, perhaps I would or at least ban the dogs, if not the owner, from the store altogether. I would then put a very prominent sign on the front door saying that retractable leashes are strictly prohibited from the store. Hopefully customers would read and actually abide by the rules, but there is no guarantee for that. I would guess that this particular customer would be embarrassed and not come back again, or at least not with the two dogs.

Keela Huotari
YELLOWSTONE KENNELS, SIDNEY, MT

Put items up high and have a section for pet parents to take the pets to go pick out a bone in a different section so that is separated. Like a kid’s corner in some stores. Anchoring displays down. Maybe adding Plexiglass lids with hinges and latches to barrels so that they’re visible, but pet parents have to help dogs pick one out. Letting pet parents in with their dogs and us handling dogs is part of our business. If you have more than one employee working in the store, maybe one should always be walking around, not only assisting customers, but it could prevent someone from letting their dogs in wild. The man who left with his dogs was probably really embarrassed and didn’t know what to do. His response was flight. I would’ve tried to calmly talk to him and see if there was something that he came in specifically for and still try to help him. If given the chance, he probably would’ve done the right thing and paid for the damages.

The post Do You Allow Retractable Leashes in Your Pet Store? appeared first on PETSPLUSMAG.COM.

For the past two years, Cindy had been enrolled in business courses at the local college and was nearing completion of her associate’s degree. Although she had often expressed being unsure about what to do with her life after finishing school, Cindy had seemed eager to learn the ins and outs of running a pet business.

Dealing with customer questions in person and on the phone, scheduling grooming appointments, starting purchase orders, entering new inventory and stocking shelves were skills Cindy had acquired through Lori’s training manual. She had also learned about pet nutrition through educational resources Lori had created and shared with her. Needing more time to finish school projects was the reason Cindy gave for her departure. Lori was disappointed, but understood and wished her well. Training all the skills to a suitable replacement was not something she was looking forward to, so Lori had handled this delivery day alone.

On her way home from work, she noticed the SOLD sign on a property down the street. That place would have made a really cool location for her pet boutique, even though it was on the outskirts of town, Lori mused. The road boasted a high daily traffic count, and the building offered a great deal of space, plenty of parking and curb appeal. Lori pondered the potential of the place … room to expand and grow her business, and maybe add more services. After 12 years of building her brand and getting the word out locally about pet health and nutrition, the small business was now bustling but a little bit cramped for space.

Well, no matter now, Lori thought … something else would be opening in that building soon. It was a done deal, so why wonder about what might have been.

Plus, she wasn’t in a place financially right now to entertain thoughts of moving.

Later that night, as Lori sat down to relax with a glass of wine and her pups on the couch, she received a text message from a friend. Had she heard the news about that building down the road from her store? Cindy’s parents had purchased it. She was going to open a feed store with a focus on healthy food for all animals … both farm and pet. It had never seemed necessary to have a non-compete agreement with an employee before. Now Lori was worried that she’d made a big mistake.

Frank F.
FARMINGDALE, NJ

Lori should talk to Cindy and indicate her disappointment in addition to wishing her the best of luck, knowing how difficult it is starting a business from scratch. This being especially true when you have strong competitors (like Lori) already in the marketplace. I personally don’t believe in non-compete agreements. A piece of paper couldn’t, wouldn’t or shouldn’t insulate my company from competition. If I can’t effectively compete in the marketplace, then maybe my company doesn’t deserve to be in it. I firmly believe we are entitled to nothing other than the opportunity to try. This belief is also extended to former employees. There is no secret formula: Whoever services the customer best will dominate the market. You have to strive to serve the customer from the standpoint of their needs and wants. This includes product education, prices, product mix, experiences, relationships, services offered. If I were Lori, I would just get a replacement and move on!

Maisie F.
SHERWOOD AND WILSONVILLE, OR

We actively prevent this by purposefully limiting knowledge. Cashiers are not provided access to ordering software, distributor websites or merchandising information. They also must sign a non-compete agreement. Lori should absolutely begin planning her defense against the new competitor, without initiating friendly or unfriendly conversation. A non-compete agreement, at the very least, will help her waste less time in the future. Definitely consider it and prohibit/limit communication between cashiers and reps outside of training. Do not keep physical contact lists or comprehensive papers containing sensitive information, which could be easily photographed. Combine eagerness with caution. Also, talk to a lawyer!

Samm A.
SAINT GEORGE, UT

Non-competes and exclusives are never a good idea for retail. Good vibes attract a good tribe; if you are the type of owner people want to learn from, it’s possible they’ll want to do what you’re doing on their own one day! I see that as a compliment as long as they do it respectfully and with transparency. What I do have issues with here is that Cindy did these things in secret. That does not display trust within. Lori should talk to Cindy, set clear boundaries for the professional relationship moving forward, and begin to plan how to make herself special to the customer. I choose to stay in my own lane and don’t focus on what other people are doing.

Jennifer Moore B.
NORTH RIDGEVILLE, OH

A non-compete agreement would have prevented this, and Lori should use one going forward. She spent a lot of time, money and energy training a future competitor, and Lori doesn’t want to have it happen again. I would be planning my defense. Given that Cindy didn’t talk to Lori about her plans, it would be difficult for Lori to trust that they can work together in the future. Years ago, I had to let an employee go. She immediately went to work baking for a competitor 2.3 miles up the road, using my recipes. The competitor is also unpleasant, so they deserved each other.

Cyndi S.
LONGVIEW, WA

Non-compete agreements have very little real “bite,” especially if that is the only competitive field an individual has worked in. If a non-compete is valid, it is limited-mileage radius, a year’s time (if that), “trade secrets” and client lists. Furthermore, the non-compete must be presented prior to or immediately after hiring. Lori knew she had outgrown her space and didn’t pursue other opportunities for growth. As long as Cindy didn’t abscond with client lists and private financial information, Lori doesn’t have much of a leg to stand on — with or without a non-compete agreement in place. Cindy’s parents are the ones who bought the building. More than likely, Cindy’s parents are the business owners. Lori needs to step up her customer service and spruce up what she has to work with and realize she will have to go head-to-head.

Laura A.
PORTLAND, OR

This happened to me. The only difference is I did know my employee was going to open her own store, but at my request and her word, it would not be near another of my stores — only to find out from a document left on a computer, this employee was opening nearby to compete with us. After consulting with my attorney, I began having new employees sign non-compete and non-solicitation agreements as part of their hiring paperwork. Although not impenetrable, I believe it sets a tone for professionalism. I let potential new hires know about this and explain why before hiring. I encourage them to show it to anyone they use for consulting with (family, partners, attorneys). I have not experienced any negativity or anyone wanting to change their mind about being employed because of it. In fact, I even had current employees want to sign the agreements to show their support.

Lisa B.
FAYETTEVILLE, AR

This exact scenario happened to us. We hired a person, and she was with us for two months, and much time and effort went into her training. She studied the ins and outs of our business (pet retail with a focus on nutrition and grooming) and bought a grooming shop a half mile away. She now posts on social media retail items like we carry. We have non-compete agreements (10-mile radius for six months) with our groomers, but it never entered our minds to have one for store personnel. I sent her a cease-and-desist notification after she came into our store to shop and was talking to our customers about her business. Client data is crucial, and the previous owner of our business of 47 years actually had grooming employees from one of his locations steal client data and open their own shop, sending out “we have moved” postcards to all of his clients, which flattened business at that location.

Gary H.
NORFOLK, VA

We have always had employees sign confidentiality and non-compete documents. Depending on the state, the non-compete agreement may not hold up in court and would simply be a scare tactic. However, the confidentiality agreement is a different story. You deem company secrets confidential, and they should be protected as vigorously as you would protect a copyright or trademark. To aid in protection, I would also reach out to all of my vendors and distributors to protect our relationships. Do everything in your power to make the ex-employee start from scratch, just as you did. However, do not speak ill to the customer about the ex-employee. They may have established relationships that may teeter on your behavior. Believe in karma: What goes out will come back.

Diane B.
MORRIS, MN

I’m in a small town, population 5,100, and the only pet store for at least 50 miles, that far also from big-box retailers that sell pet products. A store opened at the east edge of town with a huge pet section. I checked it out and saw many of the same products I have! At first I was angry, but then I decided to think outside the box: I focus more on tropical fish and supplies. That is half of my sales. Plus gift items for pet owners, free delivery within town. I know many of my customers by name. Unless her former employee turns out to be a selfish sneak, there’s no reason to fear. As for the retailer in my town, many people are realizing that what I do is what brings them back.

The post Real Deal: Readers Share Their Thoughts on Non-Compete Agreements appeared first on PETSPLUSMAG.COM.

For the past two years, Cindy had been enrolled in business courses at the local college and was nearing completion of her associate’s degree. Although she had often expressed being unsure about what to do with her life after finishing school, Cindy had seemed eager to learn the ins and outs of running a pet business

Dealing with customer questions in person and on the phone, scheduling grooming appointments, starting purchase orders, entering new inventory and stocking shelves were skills Cindy had acquired through Lori’s training manual. She had also learned about pet nutrition through educational resources Lori had created and shared with her. Needing more time to finish school projects was the reason Cindy gave for her departure. Lori was disappointed, but understood and wished her well. Training all the skills to a suitable replacement was not something she was looking forward to, so Lori had handled this delivery day alone.

On her way home from work, she noticed the SOLD sign on a property down the street. That place would have made a really cool location for her pet boutique, even though it was on the outskirts of town, Lori mused. The road boasted a high daily traffic count, and the building offered a great deal of space, plenty of parking and curb appeal. Lori pondered the potential of the place … room to expand and grow her business, and maybe add more services. After 12 years of building her brand and getting the word out locally about pet health and nutrition, the small business was now bustling but a little bit cramped for space. Well, no matter now, Lori thought … something else would be opening in that building soon. It was a done deal, so why wonder about what might have been. Plus, she wasn’t in a place financially right now to entertain thoughts of moving.

Later that night, as Lori sat down to relax with a glass of wine and her pups on the couch, she received a text message from a friend. Had she heard the news about that building down the road from her store? Cindy’s parents had purchased it. She was going to open a feed store with a focus on healthy food for all animals … both farm and pet. It had never seemed necessary to have a non-compete agreement with an employee before. Now Lori was worried that she’d made a big mistake.

Frank F.
THE HUNGRY PUPPY | FARMINGDALE, NJ

Lori should talk to Cindy and indicate her disappointment in addition to wishing her the best of luck, knowing how difficult it is starting a business from scratch. This being especially true when you have strong competitors (like Lori) already in the marketplace. I personally don’t believe in noncompete agreements. A piece of paper couldn’t, wouldn’t or shouldn’t insulate my company from competition. If I can’t effectively compete in the marketplace, then maybe my company doesn’t deserve to be in it. I firmly believe we are entitled to nothing other than the opportunity to try. This belief is also extended to former employees. There is no secret formula: Whoever services the customer best will dominate the market. You have to strive to serve the customer from the standpoint of their needs and wants. This includes product education, prices, product mix, experiences, relationships, services offered. If I were Lori, I would just get a replacement and move on!

Maisie F.
NATURE’S PET MARKET | SHERWOOD AND WILSONVILLE, OR

We actively prevent this by purposefully limiting knowledge. Cashiers are not provided access to ordering software, distributor websites or merchandising information. They also must sign a non-compete agreement. Lori should absolutely begin planning her defense against the new competitor, without initiating friendly or unfriendly conversation. A non-compete agreement, at the very least, will help her waste less time in the future. Definitely consider it and prohibit/limit communication between cashiers and reps outside of training. Do not keep physical contact lists or comprehensive papers containing sensitive information, which could be easily photographed. Combine eagerness with caution. Also, talk to a lawyer!

Samm A.
WHISKER & BONE | SAINT GEORGE, UT

Non-competes and exclusives are never a good idea for retail. Good vibes attract a good tribe; if you are the type of owner people want to learn from, it’s possible they’ll want to do what you’re doing on their own one day! I see that as a compliment as long as they do it respectfully and with transparency. What I do have issues with here is that Cindy did these things in secret. That does not display trust within. Lori should talk to Cindy, set clear boundaries for the professional relationship moving forward, and begin to plan how to make herself special to the customer. I choose to stay in my own lane and don’t focus on what other people are doing.

Jennifer B.
GRATEFUL DOG BAKERY | NORTH RIDGEVILLE, OH

A non-compete agreement would have prevented this, and Lori should use one going forward. She spent a lot of time, money and energy training a future competitor, and Lori doesn’t want to have it happen again. I would be planning my defense. Given that Cindy didn’t talk to Lori about her plans, it would be difficult for Lori to trust that they can work together in the future. Years ago, I had to let an employee go. She immediately went to work baking for a competitor 2.3 miles up the road, using my recipes. The competitor is also unpleasant, so they deserved each other.

Cyndi S.
THE SAVVY DOG | LONGVIEW, WA

Non-compete agreements have very little real “bite,” especially if that is the only competitive field an individual has worked in. If a non-compete is valid, it is limited-mileage radius, a year’s time (if that), “trade secrets” and client lists. Furthermore, the noncompete must be presented prior to or immediately after hiring. Lori knew she had outgrown her space and didn’t pursue other opportunities for growth. As long as Cindy didn’t abscond with client lists and private financial information, Lori doesn’t have much of a leg to stand on — with or without a non-compete agreement in place. Cindy’s parents are the ones who bought the building. More than likely, Cindy’s parents are the business owners. Lori needs to step up her customer service and spruce up what she has to work with and realize she will have to go head-to-head.

Laura A.
THE FILLING STATION | PORTLAND, OR

This happened to me. The only difference is I did know my employee was going to open her own store, but at my request and her word, it would not be near another of my stores — only to find out from a document left on a computer, this employee was opening nearby to compete with us. After consulting with my attorney, I began having new employees sign non-compete and non-solicitation agreements as part of their hiring paperwork. Although not impenetrable, I believe it sets a tone for professionalism. I let potential new hires know about this and explain why before hiring. I encourage them to show it to anyone they use for consulting with (family, partners, attorneys). I have not experienced any negativity or anyone wanting to change their mind about being employed because of it. In fact, I even had current employees want to sign the agreements to show their support.

Lisa B.
WHOLE PET | FAYETTEVILLE, AR

This exact scenario happened to us. We hired a person, and she was with us for two months, and much time and effort went into her training. She studied the ins and outs of our business (pet retail with a focus on nutrition and grooming) and bought a grooming shop a half mile away. She now posts on social media retail items like we carry. We have non-compete agreements (10-mile radius for six months) with our groomers, but it never entered our minds to have one for store personnel. I sent her a cease-and-desist notification after she came into our store to shop and was talking to our customers about her business. Client data is crucial, and the previous owner of our business of 47 years actually had grooming employees from one of his locations steal client data and open their own shop, sending out “we have moved” postcards to all of his clients, which flattened business at that location.

Gary H.
GANGSTA DOG | NORFOLK, VA

We have always had employees sign confidentiality and noncompete documents. Depending on the state, the non-compete agreement may not hold up in court and would simply be a scare tactic. However, the confidentiality agreement is a different story. You deem company secrets confidential, and they should be protected as vigorously as you would protect a copyright or trademark. To aid in protection, I would also reach out to all of my vendors and distributors to protect our relationships. Do everything in your power to make the ex-employee start from scratch, just as you did. However, do not speak ill to the customer about the ex-employee. They may have established relationships that may teeter on your behavior. Believe in karma: What goes out will come back.

Diane B.
YOU PET’CHA | MORRIS, MN

I’m in a small town, population 5,100, and the only pet store for at least 50 miles, that far also from big-box retailers that sell pet products. A store opened at the east edge of town with a huge pet section. I checked it out and saw many of the same products I have! At first I was angry, but then I decided to think outside the box: I focus more on tropical fish and supplies. That is half of my sales. Plus gift items for pet owners, free delivery within town. I know many of my customers by name. Unless her former employee turns out to be a selfish sneak, there’s no reason to fear. As for the retailer in my town, many people are realizing that what I do is what brings them back.

Rebeca S.
PETS LOVE & HAPPINESS | HUNTSVILLE, AL

The only thing I find wrong with the situation is that Cindy didn’t mention to Lori that she planned to open her own business. Even if it wasn’t her original plan and she fell in love with the industry, she should have mentioned her intention. I believe she gave her best while working and saw opportunities where she thought she could do better, especially having the strong financial backing of her parents. In my 12 years, I have seen other independent stores come and go, and four chain stores open within 10 miles. Employees from those stores come in, and I find myself educating them. The way I look at it is, we are all in the business of getting pets to live healthier happier lives. So we all have the same objective. I look at them as allies. We send customers back and forth. They send people that need more in-depth counseling. Customers shop here for the knowledge I am willing to share. I don’t condemn them if they buy elsewhere. I just welcome them back!

Doug S.
PET PALACE OF NEW CITY | NEW CITY, NY

What makes America great is the fact that in a free-enterprise country, you can open a business even across the street from a competing business. Though most don’t like it when it happens to them, it is what it is. Sure it really hurts if it’s a former employee you taught and mentored, but that should be viewed as you did such a great job teaching them and they saw the passion that you have for the business that they wanted to do it as well. They should remain friendly competitors and maybe even share business ideas and such, since that truly embodies what the independent market is about. Covenants not to compete are rarely enforced and usually are only limited to 5 miles for X number of years.

Rebecca N.
YARN & BONE PET SUPPLY | MILFORD, DE

Lori should continue her focus on her business. A non-compete does not hold up in many situations, so there is no point in having one. The reality is that no employee is forever (very rarely does that happen), so you should simply focus on your business and doing what’s best for you, and what makes you happy, and keep moving. You should help people grow when they are with you, but know that they could leave and take that with them. But you should be proud you helped someone to realize their potential and do better. Lori should continue building her brand, and the costumers who like her brand will continue with her and recommend her to others. If people don’t like her brand, they now have another option in town.

The post The Case of the Employee Turned Competitor appeared first on PETSPLUSMAG.COM.

Jessie walked around the store, making sure all customers had been helped before heading to the back room for more goodie bags. As she returned with them to the checkout counter, Jessie overheard her cashier say “I’m not finding your purchase” to the woman standing in front of her. Jessie looked at the line of people waiting and could see that Carla, her cashier, was getting flustered as the customer was tapping her fingers on the counter and those behind her were getting impatient.

Jessie stepped in and asked Carla how she could help. Carla explained that the woman was there to return all of the items on the counter but didn’t have a receipt for them. Before Carla could continue, the customer raised her voice for all to hear and said, “I bought all of these items last week and paid cash for them. The person who checked me out said everything was guaranteed and that I could return anything I purchased. My dog was hit by a car yesterday and died. I don’t need any of this anymore.”

“I am so sorry for your loss,” Jessie said as she looked over the items on the counter. It was at that moment she realized one product was a new holiday toy that had just come in yesterday. Jessie had checked in the delivery, priced the toys and put them on the floor. There was no way these items were purchased last week, she thought to herself. Did this woman walk in and just grab stuff off the shelf and stand in line to try and return items she never bought?

Jessie looked over to the shelf where she had displayed the new toys and could see that two were missing. She had rung up a customer earlier in the day for one of them, but didn’t remember anyone buying the other toy. But now there was a line of people waiting to check out while this woman was standing in front of them all claiming her dog was hit by a car and died. At that moment, the woman pointed to a sign Jessie had on the counter that said, “No-hassle returns. If your pet doesn’t love it, we will take it back.”

Lexi S.
NORWELL, MA

Unfortunately, not everyone believes in “doing the right thing.” Clearly, this lady is trying to pull a fast one. Unfortunately, Jessie needs to eat the $ from the toy, allow the return and move on with her otherwise profitable day. Politely tell the lady that future returns must include a receipt.

Sheila S.
GENEVA, IL

Thankfully, our POS tracks all purchases, giving me the ability to look up every transaction related to an item. On top of that, 99% of purchases are made by loyalty members and their history can be searched by name or email address. We do require a receipt for exchanges or returns for purchases made by non-loyalty members, so this customer would need to produce a receipt. If this customer didn’t have one and started to make a fuss, I’d simply smile REAL BIG and in my sweetest voice politely say, “No worries at all! I’m happy to look up every transaction in my system to find your purchase. This will take me some time, so let’s step to the side so I can get your name and number and call you the second I find proof of purchase.” It’s likely she’ll get hotter, but I won’t budge. I have zero tolerance for liars and stealers, and the other customers will only see that I’m going above and beyond to help. She will look like the ass.

Shelly N.
ESSEX, MA

I would come straight out with the facts as I saw them. She could not have purchased the items last week since we didn’t even have them at that time. Then I would offer to review security footage. This will be enough to back the customer off. Not sure that I would call the police, but I would contact any retailers in the area that I had relationships with and let them know what happened.

Samm A.
SAINT GEORGE, UT

First, connect! I would pull the customer into my office to express how sorry I am for her pet’s passing and to avoid any potential “scene” in front of other customers. After asking about her dog, sharing a personal story of pet loss, asking to see a photo of her dog, I’d let her know that I want to make sure she’s taken care of 100%. I’d ask for her information and tell her that I will find the purchases in my system, then call to confirm that her cash is ready for pickup. I’m confident I’d create enough calmness that she’d agree. Second, Jessie needs to know her worth by putting policies in place that safeguard her time, energy and value. A “No-hassle returns” policy is a way for customers to hold her responsible — when they should be held accountable.

Don W.
SPARTA, NJ

I would let the customer know that without the receipt we cannot provide a refund and that I will check security camera footage to see why the cashier did not provide one. I would say, “In the meantime, let’s step aside and let the customers behind you check out while I look into this further.” I would then point out that the purchase may have been made in another store since the items she has were just received in this store yesterday. This might make her realize she will not be refunded. Difficult issue, but with the proper treatment, the store should not have a damaged reputation.

John H.
CARROLLTON, TX

We use security footage to catch shoplifters quite frequently, many of whom we have had arrested in the store — handcuffed and taken away. It sends a message to other customers and employees that theft will not be tolerated.

Lori J.
RENO, NV

I’d ask the customer to step aside and then tell her that she could not have purchased the items the week before as the toy was just put into stock the previous day. I’d tell her that we will watch security camera footage to confirm. I’d ask her — in earshot of the other customers — to wait while we do this. I’d also say that our system will show all sales. I’d apologize for this inconvenience, but explain that we must abide by our records for the answer. If she doesn’t want to wait, I’d take a photo of the items and ask for her phone number to send her the photo so that she can leave and come back when we have proven this out. I will be stern, but will not give credit without proving a sale.

Sarah T.
FRISCO, CO

I’d ask her to step aside so we could straighten things out and to let the other customers check out. I’d ask her when she purchased the items and then mention how that’s strange since she had an item that wasn’t available at that time. I’d suggest that possibly she had forgotten that she purchased them at another store. If she still insists, I’d tell her that I’d like to check my system and verify that the purchase happened as we do track our sales and it’s important for our inventory. I’d be patient but firm, and when I see that there was no sale for those items all together, I’d give her one more chance to come clean. If she is still insistent, I’d tell her I am going to check my security cameras. My assumption is that she’d leave at that point. If not, I’d ask her to leave. Without the items.

Megan A.
CHANDLER, AZ

Jessie should offer sympathy for the loss of the customer’s pet, then ask her to step aside so Jessie can assist her and the cashier can move onto the next customer. At that point, I would tell the customer: “Our store does stand by everything we sell, and I would like to work with you on your return, however, I don’t believe all the items came from our store. One of the items we just placed on the shelf yesterday. I would be happy to honor your return. I just need to verify it with security footage before I do. I want to be honest and give you the opportunity to come forward.”

Wendy R.
EMERALD ISLE, NC

I would express my condolences, then calmly but firmly explain that there must have been a mixup because the product she was attempting to return had just been put out the day before. I would reiterate that while I am sorry for her loss, I would not issue a refund or credit of any type. If she got loud or belligerent, I would lower my voice accordingly. If it continues, I would offer or actually insist that she stay in the store while we called law enforcement, so we could all review security footage together. At no point would I ever knowingly and willing reward a thief and a bully.

Jodi E.
BRADLEY, IL

We’ve actually had customers try to return items given to them for free or bought at another store. Since the sales associate had already told the customer the sale isn’t in the system, I would reiterate that point. I would offer sympathy and suggest she donate the items to one of our rescue partners. Another option would be to take the items back for store credit. If the woman was belligerent, I’d tell her that is the only option without proof of purchase. My guess is that the customer wouldn’t like that either, but good customers would see that she’s being more than reasonable.

Theresa S.
MONTGOMERY, AL

This happened to us several years ago. A customer said her dog was very sick and per the vet couldn’t eat our food. We couldn’t find her purchase in the computer. The customer said our computer was down the day of purchase so she had a hand-written receipt, but it was in her husband’s truck, he was out of town and unable to text a picture of the receipt. I hesitated issuing a refund, and she became agitated, saying her dog would die without the medicine. I asked which vet she was using; I would contact them and perhaps apply the credit to her vet account. She said she hadn’t decided which vet to use. At that point, I apologized and explained without a receipt or record in our computer we couldn’t give a cash refund. She got mad and walked out, leaving the items. I reviewed the camera footage and found she had taken the items off the shelf, and tried to return them. I am thankful we didn’t give her a refund!

Rebecca N.
MILFORD, DE

I would not issue a refund. I would pull her away from the line and tell her there is no record of her purchase in our POS, so without a receipt to prove her purchase, there is no way a refund could even be issued in our computer system. If she continued causing a scene, I would ask her politely to leave the premises, or I would have to contact police. I would at the same time apologize to other customers and have my employee begin ringing them up. I wouldn’t even worry about mentioning it’s new product, because there’s no rationalizing with a thief. We have a rewards program we have people sign up for (it’s free) for no-hassle returns, so they don’t even need a receipt, and it tracks their full purchase history. Therefore, we could prove that she had never purchased the items and deny her return. They should implement something like that to prevent future issues. Also sounds like she needs another register to ring up people!

Doug S.
NEW CITY, NY

That is always a tough one and unless you have a computerized POS system where you track customers and product movement and know who purchased what and when. Even then unless your store policy states clearly what is required for returns, you will need to bend the rules for good merchantability. Our policy is if we have no receipt or can’t find the purchase in customer history, we will offer store credit so at least we will recoup the loss. If you have security cameras, it never hurts to review them if shoplifting is suspected. At the end of the day, you have to give your client the benefit of the doubt and then reassess where your policies may need improvement.

The post Retailers Share How They Handle Fake Returns appeared first on PETSPLUSMAG.COM.

Samantha walked to the front, unlocked the door and flipped the sign to “Open.” Toby happily followed along, as he loved greeting customers when they walked into the store.

A few minutes later, a new customer came in with her Chihuahua on leash. When she saw that Toby was walking around off leash in the store, the customer bent over and unleashed her dog, allowing him to make his way toward Toby.

Samantha made eye contact with the customer, smiled at her and asked how she was doing. Before the woman could answer, Samantha heard a growl and a snap, and the customer screamed, “Oh my God, your dog bit my dog!” Samantha rushed toward them and saw that the Chihuahua had a small cut on his face from where Toby had supposedly nipped the dog. The customer looked at Samantha and said, “Why would you let your dog run free in the store if he’s going to bite dogs who come in? I’d heard wonderful things about this store, but now I need to get my dog to a vet as your dog bit him in the face!”

Samantha was taken aback and informed the customer that nothing like that had ever happened before. Toby was loose in the store every day and had been for years. She asked the customer if anything had happened to provoke Toby to bite her dog. The customer looked at her and said, “How dare you blame my precious baby for your mean dog biting him.”

Samantha was at a loss for words. Toby had never reacted to any dog in the years her store had been open. She knew something must have happened for him to bite another dog. But she wasn’t paying close attention and didn’t have a leg to stand on.

Diana F.
SAN ANTONIO, TX

I would certainly offer to pay the vet bill and apologize. Whether her dog provoked the bite response or not, arguing with a customer whose animal was hurt by my dog (even though a minor nip) is a losing proposition. It’s why my dogs are never loose in the store. Even my most mellow dog might snap if provoked, so I’m not going to risk it. If the customer pushed it, my dog might end up being quarantined, considered a future bite risk and required to wear a muzzle. Also, my insurance could be either canceled or raised, so overall not worth it.

Colter U.
LARAMIE, WY

I would firmly explain that Toby has been a store dog for years and has had no previous instances of being aggressive and that something happened to provoke him. As the owner of the dog and store, it’s my decision to 1) allow dogs in my store, 2) bring in my own pets, and 3) decide who shops at my store. If the woman continued to be aggressive, I would ask her to leave.

Chace B.
BOYNTON BEACH, FL

Samantha should pay the vet bill. She can stand her ground that something provoked her dog, but it doesn’t take away from the fact that the risk is there anytime Samantha lets her dog roam free — especially having admitted not having an eye on him. Lesson learned the hard way.

Cyndi S.
LONGVIEW, WA

No dogs should be off leash on premises. Not all dogs react the same way, and all owners don’t react the same way. Far too many do not accept responsibility for their dog’s poor behavior. Samantha should pay the vet bill without question. Neither she nor the customer had control of or eyes on the dogs, and the other dog was bleeding. It’s a life lesson — and a valuable business lesson. The unfortunate part will be that no matter what Samantha does, the customer will probably trash her on social media. Immediately post a sign at the door: “All Pets Must Be on Leash.”

Anna W.
ANKENY, IA

Oh boy! No matter what, she should apologize immediately and reiterate that it’s never been an issue before or the dog would not be allowed loose. I would for sure cover the vet bill. Apologize again and ask her if there’s anything else I could help with, like calling the vet for her. Then I would hustle the dog to the back pronto! Having a dog loose is always a risk. I have one but keep a super-close eye on him because this can happen in a flash and not all dogs get along. Reading your dog’s body language is critical for off leash in the store.

Christine D.
WEBSTER, TX

Our store cat Lily was a stray we adopted. We learned that some dogs trigger her, and she becomes confrontational and territorial — total fight mode. After two incidents where very friendly dogs were smacked around by Lily, we now confine her to the back office anytime a customer brings in their dog. However, we always instruct customers to keep their dogs on leash. Samantha was complacent because there had never been an issue. She should have instructed the customer to keep her dog on leash until temperament could be assessed under supervision, especially since the customer was new. Chihuahuas can be very nippy and provoke other dogs, so being more aware of breed-specific behaviors can help prevent this type of situation. It’s like Big Brother: “Always expect the unexpected,” but with animals.

Diane B.
MORRIS, MN

I have my dogs at the store from time to time. I keep them either crated where they can see people and they can see them, or I have them on a lead I keep tied to my desk. That way, I have total control at all times, and only if customers ask do I allow them to pet my dogs. I allow dogs in my store, but they must always be on leads! Because Samantha didn’t know if the Chihuahua already had a cut on his face, she has no way to verify that it didn’t occur in her store. She could apologize, offer store credit to appease the customer, and use this as a (sad) learning experience to keep her dog and others on leads at all times. Having a sign posted upon entry that “All dogs MUST be leashed while here!” takes away some of the liability.

Tasha H.
DICKINSON, ND

Samantha should definitely pay the vet bill, apologize, maybe offer a coupon or free something as well as not allow her own dog off leash anymore. This is so tough but I definitely would not be blaming the customer’s dog, as the store dog should have better tolerance/bite inhibition. We’ve had dogs hang out in our store, but if there are issues, they have to be contained or they can’t be in the store.

Sheena K.
BELLEFONTE, PA

Samantha should take full responsibility for the situation. Her dog was free in the store and is the one who bit. She should absolutely offer to pay for vet expenses. Samantha didn’t say anything to the customer when she let her dog off leash either. In the future, Samantha’s dog shouldn’t be free roaming the store. Our store mascot, Felicity, is kept behind the counter and only comes out to greet people, not dogs. This allows all dogs and humans to feel comfortable entering our store. Not all dogs get along, so I don’t encourage meet-and-greets in the store.

Kathy D.
CLEARBROOK, MN

This one is a no-win, but it can be salvaged. First, Samantha must calm the customer as best she can. Then, close the shop and accompany the client to Samantha’s vet, assuring her she will pay the charges. By accompanying her, hopefully, she can minimize the flack! She also shows the client that she is important, as Samantha is willing to close the store to take care of her and her Chihuahua. By going to her vet, Samantha can take charge of the narrative and keep it calm for everyone. After the vet visit, which will be calm and collected, Samantha can offer to get them both a coffee/tea and snack at Starbucks (or wherever) and exhale. By going the extra mile at every step, Samantha can turn this into a teaching moment. She can tell the client she will be instituting clear-cut guidelines for expectations on all sides. Plus, she will have Toby vet checked for any issues that could have caused the incident. Staying calm and in control is key.

Chip B.
BLACK MOUNTAIN, NC

There is rarely a situation where it is appropriate to have an off-leash dog in a retail store. Samantha put herself in this predicament and must bend over backward to appease the customer, even if that means paying a vet bill for an insignificant bite. It wouldn’t hurt to add a basket of treats and toys and a sincerely written apology card. A shop dog must have an incredibly “long fuse” and shouldn’t be off-leash, nor should customers’ dogs. A percentage of dogs who come into any store will bite another if they feel threatened, and having a free-roaming dog is a recipe for that to happen. It’s also asking for the customer to let go of their own leash. I’m not a fan of too much instructional signage, but “Please hold onto your dog’s leash while inside the store” is on my entry door and plastered on every aisle. If everyone does so, it eliminates the vast majority of dog aggression problems.

Jodi E.
BRADLEY, IL

Samantha should offer to pay vet expenses for the injury to the customer’s dog regardless of whether Toby was provoked or not. A customer’s dog was bitten by
the shop dog. Her store’s reputation is at stake here. To avoid the situation in the future, only leashed dogs (no retractables unless locked) should be allowed in the store. Any staff dogs should also be contained behind the counter/safe area, or be on leash if visiting with customers. Our current location has many four-footed visitors. These rules are for the safety of everyone. In the past, I allowed my personal dogs to be greeters. Customers did love it. It’s fun, but it’s not good practice unless you’re open to a lawsuit.

Nonnie A.
HOUSTON, TX

Apologize to the customer but firmly stand ground that her dog has never bitten anyone in the many years he’s been in the store. I wouldn’t offer to pay for a vet bill, but if the person came back, then we could discuss a bill if it was reasonable and itemized. I definitely wouldn’t change how she has her own dog in her store when it’s never been a problem.

Patty D.
LONG BRANCH, NJ

My dog Jersey is also a shop dog. I always have a leash on him. He walks freely inside and out front. However I keep an eye on who is around. If another dog comes in, regardless if he is “friends” with him, I always grab his leash. Not all dogs get along, and even if they do they should not be left alone.

Kathryn M.
RICHMOND, MO

Samantha should definitely insist the dog go to the vet, and she should pay for it. If she is going to bring her pet to work and have it free roaming, then she has to take responsibility for that. Dogs are dogs, and even if the Chihuahua provoked her dog, she as the owner allowed that to happen. This is an eventuality in the situation she created.

Paula G.
MUSKEGO, WI

This is a hard one since no one saw the incident. Of course Samantha should pay the vet bill, and to avoid anything like this happening again could train her dog to go behind the counter while there are other dogs in the store. I would put up a sign stating that there is an unleashed store dog and to please have your dog leashed. We have had store dogs, but as we have gotten busier and more customers are bringing in their own pets (dogs, cats, rabbits, ponies, chickens, ferrets and small animals), it just seems like the smart thing to do is not have a store dog or to have the dog limited as to where they can go.

Tara N.
EUGENE, OR

We had our store cat break a glass piece that was sitting on top of a terrarium. The glass was there to keep the ample-sized boy from crushing the screen tops. A visiting dog got in his face, our cat reacted, the glass shattered, and a few pieces came off. A customer’s dog had a speck of blood on his nose, either from our cat’s claw or the glass. The neurotic owner threw a fit. She called animal control, who is very familiar with us and tried to assure her we were decent people. She insisted I come in and see the damage to her dog. We’re talking about a tiny speck of blood. I set her up with my vet for the next morning. She couldn’t wait and rushed the dog to the very expensive emergency vet. The vet refused to see her because, as they said, “We only see actual emergencies here.” Luckily they were able to assure her that the dog was fine. She called to let me know how happy I should be. I wanted to say but didn’t, “Lady, don’t let your dog shove his face in front of a sleeping cat.”

Kim W.
CHESAPEAKE, VA

There are a lot of things we don’t know about this case. Even a friendly dog might defend itself if a dog comes at them aggressively. Likely the injured Chihuahua with only a cut shows that the other dog was not out to kill/harm but to stop the dog. We don’t know the breed of the other dog, but it is bigger than the Chihuahua. Surely a for-real bite would have caused a much worse injury. But even still, leash laws and store protocols might come into play here, be it store policy, signage or city/county codes. Video cameras should be in place for moments like this, and a sign stating all visiting dogs must be on leash, both to minimize unknowns in such situations. To truly eliminate moments like this, it is safe to say no dog/cat/bird in a pet shop should be free roaming. There is always a dog who can create problems, and a good dog can still be provoked to defend itself.

Jordan S.
CHAPIN, SC

I would apologize to the customer but stand my ground. I’d offer to pay for the customer’s vet bills to clear my conscience, and going forward I’d keep my dog leashed unless they had met the customer’s dog before. I often keep my pets leashed in the backroom or behind some sort of barrier. When their friends come in, I’ll let them play, but for any stranger, new customer or especially young children, I’d want them secured to prevent this type of situatin from happening. What would we be saying if your dog bit the customer and not the dog?

Paige E.
ERIE, PA

Unfortunately, I don’t think Samantha has any easy way out of this situation. I would be too nervous to have any dog off leash at the shop because it’s just too easy for accidents to happen and for things to get overwhelming. Samantha should apologize and agree to cover a vet visit to have her dog looked at.

Susan N.
CHESTER, NJ

Samantha is obviously responsible for any vet bills. She should not allow off-leash dogs in her store, and if she needs to bring her dog with her to work, she should keep him behind the counter or in the office. I am sure all of this happened fairly quickly, and her dog may have been provoked but in the end it does not really matter.

The post Your Store Dog Bites a Customer’s Dog. What Would You Do? appeared first on PETSPLUSMAG.COM.

As Fiona came back onto the sales floor, she saw a customer standing at the checkout counter, speaking loudly to her employee while trying to hand him a piece of paper. Fiona steered the cart full of chew bins toward them to find out what was going on. The employee immediately introduced her as the store owner.

Fiona asked the customer how she could help, and in response the woman said, “You can help by paying my vet bill.” Fiona looked at the bill with a puzzled expression and asked, “I’m sorry ma’am, but I’m not understanding. What is this vet bill for?”

The customer pointed at the cart and said, “I bought some of those bully sticks you recommended. My dog swallowed one whole, and it got stuck.

Luckily, we were able to get him to the vet’s office quickly so they could pull it out. But considering you sold me the bully stick, you should reimburse me for this bill. My vet said bully sticks can cause choking or a blockage when swallowed whole. My poor Saint Bernard could have died,” she said loudly enough for everyone in the store to hear. “You shouldn’t be selling these chews.”

Fiona calmly put the bill on the counter and asked the customer for her receipt so she could look into the situation further. The woman reached into her purse, pulled out a handful of 6-inch bully sticks and put them on the counter next to the bill. The customer gave Fiona her name and told her to look up the transaction as she did not have the receipt.

Fiona found the transaction and saw that she had sold the bully sticks to the customer, but Fiona did not remember the customer telling her what size dog she had. Fiona would never sell such a small natural chew for such a large breed of dog.

Mary H.
Fleming Island, FL

We make it a point to inform customers about the appropriate size for chews. However, we cannot always be present when they make decisions. That’s why we have a sign that says “Chew Size Matters.” It states that there is no such thing as a chew that is too big, but one that is too small can be a choking hazard. We also recommend supervising pets while they chew. Furthermore, manufacturers provide weight and size recommendations on packaging. We would not cover the vet bill since we take various steps to educate clients.

Laurie M.
Naperville, IL

I would compensate the owner. It appears she was not informed of the inherent risks of this type of chew, nor of the steps she could take to mitigate those risks. Without that information, the customer could not make an informed purchasing decision nor assume responsibility for an adverse event. Considering I have removed an intact 12-inch bully from a 17-pound dog, the length of this chew may be immaterial. Furthermore, it seems owners are not advised to remove chews when they become smaller, making the size-when-purchased concern somewhat moot. Nothing is without risk. It is my duty to inform a client of potential risks and benefits of whatever I recommend. Retailers need to do the same. Manufacturer warnings, if so labeled, should be pointed out and customers informed of the potential for choking, obstructions and tooth damage when offering chews. Fiona can seek compensation from the manufacturer or her insurance carrier.

Michelle M.
Osprey, FL

My initial reaction is no, we do not pay the vet bill. Unless, and this may not sound fair, it is someone who is a longtime customer and we feel the bill is a financial burden to them.

Doug S.
New City, NY

This is the age-old question: Are we responsible for a pet owner’s irresponsibility? Every manufacturer has wording to the effect that chews should be monitored for the safety of your pet. And if you own a giant breed, why would you even consider a 6-inch treat? That’s like a client who has never tried chews and finally does and lets the dog consume it in one sitting and the dog gets loose stool. They take the dog to the vet and get metronidazole to calm the stomach, and that is $150 for the visit and meds. Is it up to the merchant to reimburse? Don’t think so. I wish common sense was back in style.

Jennifer B.
North Ridgeville, OH

This is a situation where Fiona would be better off paying the bill to avoid ugliness. It would then be a good idea to post a chart with recommended sizes, emphasizing that dogs should be supervised while chewing. Even if Fiona remembered recommending a certain size, it would be she said/she said. I am now going to go type up a size chart for my chew section.

Paul L.
Mount Dora, FL

I would respectfully decline the customer’s request. Fiona was not told the size of the dog. Although she did not inquire, Fiona did not knowingly sell her something potentially harmful. I would, however, offer to give her a refund on the bully sticks. When asked how long will this treat last or if it’s a good one for “my pet,” we say, “We have no idea, but treats and toys are intended to be enjoyed while supervised.”

Laurie R.
Glenwood Springs, CO

All chews should come with a safety caveat about potential choking hazards and the need to supervise. We sell a lot of these, and employees are drilled to emphasise this with every sale. The right size for the dog is important, but even a 36-inch bully, if not removed before chewed down to swallowing size, can be a hazard. I suggest posting obvious signage near chews, and for sales folks to remind purchasers. For this case, I would post the story on social media, minus identifying info, as a cautionary tale. I would pay the vet bill, apologize for not having warned about the appropriate size of chew, and reiterate the need to supervise. I’d also give the customer a couple of the longest bully sticks I carried with information about how to safely get the chew from the dog before it becomes a choking hazard. Finally, I’d explain what chews are good for, and tell her that there are inherent hazards to take into consideration when deciding what to give her dog. This was an expensive lesson but could have been so much worse if the dog had not gotten to the vet in time!

Sarah R.
Bentonville, AR

While this is an unfortunate circumstance, I would kindly tell the customer that we would not be responsible for the bill. Any chew, whether the correct size for the dog or not, should be monitored while the dog is chewing it. Also, as a pet owner, it is very important to know what size treats are appropriate for your size dog. I would say that she might be able to contact the company to see about reimbursement, but that we would not be paying the vet bill.

Stacey Q.
Newton, MA

I would acknowledge that the situation is unfortunate, but all dogs should be supervised with any chew. The bill isn’t the store’s responsibility; it’s up to the pet parent to know what size they need. I would advise my staff to be more vocal about safety and ask more questions of customers shopping for chews.

Wendy R.
Emerald Isle, NC

I would recognize that she is being reactive, which is natural. I would give her time and space to rant while acknowledging that it must have been a very frightening experience and that I am so glad the dog is OK. As gently and sympathetically as possible, but while holding my ground, I would tell her that the chews are not inherently dangerous, but that the wrong size can potentially be a hazard just like small toys around small children, which is why dogs need us to make good choices for them. My goal is to get her to see that we are there to provide information and carry quality products, but that the burden of responsibility for choosing the proper items remains on her. I would in no way, shape or form say or even imply that I am willing to pay the vet bill. I understand that I may lose her as a customer, but I won’t take responsibility for something that was not our fault.

Brett F.
Owego, NY

Fiona is not responsible for the vet bill. Dog owners need to take responsibility for their own pets. I would be willing to refund the entire order and even provide a free appropriately sized chew as an act of good faith. Then I would explain the need to know what size chew is appropriate for her dog to avoid these issues. She can do all this politely and still refuse to pay the vet bill.

Niki P.
Denver, CO

The bill is not her responsibility. If the customer continues to complain, she should give her the manufacturer’s contact info. They carry liability insurance, and they made the product.

Shelly N.
Essex, MA

Fiona should be sympathetic to the owner, but she has no obligation to pay the vet bill. The only way Fiona would be in any way responsible is if she had told the woman that the 6-inch bully was appropriate for the a St. Bernard, which it clearly is not. Since Fiona did no such thing, it is completely on the owner to have knowledge of what her dog can and cannot handle as far as chews, treats and toys are concerned. There was no negligence or malice on Fiona’s part.

Rebecca N.
Milford, DE

I would first state, “I am so sorry to hear that his happened to your dog. I am glad to hear that the vet was able to help and everything is OK now.” I would offer a refund for all of the treats purchased. “I am happy to give you a full refund for all the treats since it seems they are not a good option for your pup.” I would then offer the manufacturer’s information, “Here is the company’s customer service number for you. I would suggest calling them and letting them know what happened to see how they can help.” If they continued to insist we pay, I would continue to redirect them to the manufacturer. I would apologize, letting them know that any chew/toy can be dangerous for any dog, and it is always suggested to keep an eye on your pet with any new chew/toy. I would make recommendations for larger chew/toy options for the future.

Brett S.
Markham, IL

I’m a brand owner. While we do not market any chews, anytime there is an issue with the food from an end customer, it should be forwarded to the brand and they can deal with it from investigation to reimbursement. It should never fall on the retailer. In the issue with the size of the chew vs. the size of the dog, that should be the responsibility of the brand to relay the information with POP displays to help mitigate a situation such as this. The retailer should know what and how tp sell their products with any warning, but that is only to help prevent a situation such as this.

Diane B.
Morris, MN

I always question what breed or size of dog the owner has before I recommend anything, just to be sure we are matching product with the pet. However, the pet store should not be held liable if the dog swallowed the chew whole, as the owner needs to accept responsibility for her pet. However, the store owner could offer a small credit toward another purchase. This shows empathy and, hopefully, will be a show of good faith toward the pet owner. However, if the pet owner refuses that or insists on something more, hold your ground. If the store owner gives in, this may set a precedent for other pet stores to accept responsibility that rightfully only belongs to the pet owner.

Diane M.
Wolfeboro, NH

Acknowledge that the situation was unfortunate, but tell her that dogs must be supervised when they eat any natural chew and that the bill was not Fiona’s responsibility.

Paige E.
Erie, PA

I would apologize and let her know we were so sorry to hear about that unfortunate incident. However, I would go on to tell her that dogs must be supervised when they eat any chew, or even have most toys for that matter, and that the bill was not my responsibility.

Georgia H.
Ferndale, WA

I vote for the second option. The owner, having a giant breed dog, needs to take responsibility for both what she gives her dog and for supervision. Any toy or chew can be potentially dangerous, and one must know their dog and their chewing habits prior to giving.

Cathy D.
Belleville, IL

I did have a client rush her dog to the vet because it swallowed the knotted end of a barbell shaped bully and was choking. I would just say something like, “Oh my goodness. That must have been terrifying! These dogs can sure give us a heart attack. So scary. That’s why we always say, supervise chews and toys! You never know when something like this will happen! I’m glad you were right there with him! We can’t pay your vet bill; there was nothing wrong with the chews that caused him to choke, your dog just loved them too much! (with a smile) We do have a Your Dog Will Love It Guarantee and will be happy to give you a refund for your chews as bully sticks obviously aren’t a fit for your guy. Some dogs just aren’t good chewers, can’t have stuff like bully sticks. I have a dog at home that tries to woof everything down super fast like that, too. If she’s persistent about the bill, I’d give her manufacture contact info.

Jack

I am a dog owner, not a store owner. I have heard this kind of story before. As a pet parent, we need to be responsible for what we give our pets. You can’t blame the store or the manufacturer for your ignorance or lack of responsibility. You would not feed your baby foods that she could choke on, and that applies to your dogs, too!

The post Dog Swallows Chew Whole, Ends up at the Vet. Should the Store Owner Pay the Bill? appeared first on PETSPLUSMAG.COM.

She walked through the store one last time, making sure there were plenty of rainbow bandanas and cookies, and a variety of colorful toys.

When the doors opened the next day, on Jun. 1, Kate would be ready to celebrate Pride with her employees and customers. There were very few Harry Pawtter toys left over, and all of the sorting hat cookies had sold out a week ago, so she knew the time and creativity spent on window and in-store displays were paying off.

Kate locked up for the night and headed to her car for the drive home. She had just climbed in when an alert chimed on her phone, letting her know the store had a new Google review. Kate always got excited when new reviews came in, as she loved getting feedback from customers.

Kate touched the screen to read the review and saw the one star.

She began to read the review, anxious to see what type of negative experience someone had had at her business. It said, “Just passed this store, and the window display is filled with rainbows and Pride items. Pride Month has nothing to do with pets, so maybe the owners should keep their personal opinions to themselves. People want to shop for their pets, not think about sexuality.”

Kate reread the review, thinking to herself, “Wow.” Every few weeks, she created a different theme to highlight in the front window. Her employees were excited about the new display and had helped her with the concept. Kate even made T-shirts for them that said “Love Is Love,” with a pawprint for each “o.” She thought back to the Cinco de Mayo display before Harry Pawtter and how it had also sparked a negative review. That person scolded Kate for appropriating the holiday. It seemed as if any idea she had would offend someone.

Charlsye L.
Fort Worth, TX

We decided when we first opened to stay politically neutral as a company. It has worked very well for us because we simply do not get involved in hot-button issues. You will have customers on all parts of the social and political spectrum. The one thing they have in common is their love for their pets. Why would you intentionally inflame segments of your customer base? Your business is better served staying focused on pets and avoiding controversial topics.

Diane B.
Morris, MN

I use discretion when decorating my store’s window. My college town has a bit of both conservative and liberal views, so I try to meet in the middle and hope for the best. I make sure my store is open and welcoming to ALL, and that is what we should strive for, as word of mouth, bad OR good, goes a long way toward determining how long our business is viable. Although I wouldn’t stress about ONE review, if it becomes more problematic, then I would take a step back and reassess the message I am sending with my display. For Christmas, I have a tree with lights, then decorate it with pet toys. For Easter, I used a blow-up bunny and have flowers all around it. I have received many compliments, and those people told me it is because of my displays that they entered my store. Weigh the compliments vs. complaints and go from there.

Shane S.
Mill Creek, WA

I love doing a Pride display every year! Our community and staff includes many people who identify as LBGTQIA, including myself and my older child, and I think it’s important to show folks that our store is a place that celebrates everyone, and that the queer community is welcome, wanted and fully supported at our shop. I, too, had a former customer make a similar statement to Kate’s customer, and my response was that while she was certainly entitled to her own feelings, if our store’s stance was not aligning with hers, then we wish her well shopping elsewhere and we will not stop standing up for what we believe in when it comes to human rights. Human rights should not be up for debate, and I’m just as happy to have bigots and homophobes go elsewhere. I’d suggest that now is a time when our marginalized communities need support the most, and that Kate can firmly but kindly respond to the review in a way that affirms her commitment to the queer community, and leave her display looking loud and proud! (That said, to be a true ally, she should probably rethink her Harry Pawtter theming.) With regards to cultural celebrations, I do think it can be tricky. We did a fundraiser last year for Dia de los Muertos in honor of an employee who passed away, but I planned it in conjunction with one of my Mexican-American employees to ensure it was respectful and culturally appropriate since I am white/of European descent and do not celebrate the holiday. I would take a more measured approach to cultural traditions, and work to ensure they’re going to be seen as respectful and true to the intent of the holiday itself and the people who celebrate it, and not just seen as a sales technique.

Comora T.
Hendersonville, NC

I would leave the display up and respond to the review, letting them know we celebrate the diversity of our clientele and that each display strives to be inclusive of all the various people we cater to.

Jennifer Moore B.
North Ridgeville, OH

Kate needs to know her customers well enough to know what they support. If she thinks they would support her Pride month display, then by all means, go for it. If her customers tend to be more conservative, than maybe rethink it. I avoid politics and controversy because I am here to do business with everyone.

Stacy D.
Lancaster, PA

Pet stores and other public places are often the target of people who believe that their way is the only right way. I believe any place of business should be supporting what they consider important to support; someone will be offended, and that customer can decide to not shop at a store that supports something that they do not. There is no need to speak offensively to a business owner for showing their support to a group. If only it were that simple, though. Unfortunately, many businesses are trained to not openly show support for any organization other than those related to pets for fear of offending someone. To the owner of the business, I believe you should support what you’d like to support and also make your team members proud to do the same.

Trace M.
Houston, TX

I think one of the best things about being an indie store owner is that we get to make decisions to celebrate things like this. We love Pride month and Black History Month! We refrain from political signs during elections, but we never stray from the social issues that we sell merchandise for. I would let the review roll off my back and celebrate pride … with PRIDE!

Vincent S.
NORTH BRUNSWICK, NJ

Kate should leave the display up and her response should be to the point that many of her customers appreciate these type of displays and it has no bearing on her personal opinions. She could also ignore the review as it does not comment on her store operations. Unfortunately, we live in a time where getting offended seems to be the norm. There is no reason get defensive with this type of review.

Mary S.
Countryside, IL

I would leave the display in place and ignore the rude comments. Everyone is entitled to celebrate what is important to them. If someone is offended by the display, then it is their option to shop elsewhere. I am sure most customers are not bothered by it and probably like seeing products featured in new and exciting ways. No one is able to please everyone; there is always someone who will find something to complain about.

Frank F.
Farmingdale NJ

No, I would NOT take down the display. No, I would NOT ignore the review. I would first thank them for the review and let everyone know that your store is inclusive of EVERYONE. Your store is a celebration of relationships that folks have with their pets, and EVERYONE is included. This is just a store’s way of recognizing that regardless of orientation, we all have that one thing in common … our love for our pets! It’s paramount to keep in mind that it is far more important to the potential reader of the review what YOUR response is then the original complaint itself. On a more personal note, I would simply file it away as another fart in my hurricane as a business owner and continue forward!

Diane M.
Wolfeboro, NH

She should leave the display and ignore the review. Kate should focus on all of her positive reviews and the excitement and support she received from her employees, and accept that no matter what we do, someone will be offended.

Rebecca N.
Milford, DE

Kate should ignore the review and keep her display up. No one can ever please everyone. If Kate wants to make a display for Pride month, then she must accept that it may not be everyone’s cup of tea, which is OK. If this reviewer didn’t even step in Kate’s store and reviewed solely off of seeing the display, it’s not a true review. It’s simply someone spreading their opinion and negativity, trying to get a reaction or attention. There is nothing Kate, or anyone, could respond with that would change the reviewer’s mind. Another reason to respond would be to explain yourself. But there’s no explanation needed. Kate simply had a display that the woman doesn’t like, and it’s that woman’s choice not to shop at Kate’s store. Also, Kate doesn’t need this person as a customer. If the reviewer is that upset by a display, imagine how she would react if she bought a toy that her dog doesn’t like. I think Kate dodged a bullet AND has a beautiful display.

Carie H.
Sarasota, FL

I have had a similar response to Pride decorations — not in the window, but on a bandana we put on a groomed pup. The owner (a very frequent customer) told us to, get that s**t off her dog, and that gave me a huge pause to think over the image we project with our business. I try very hard to keep my store Switzerland in all matters to never alienate anyone. I would advise Kate to take her personal feelings out of the equation, Should anyone be bothered by Pride decorations? Of course not, but obviously some are. I would save the decorations for holidays that are not controversial.

Janice A.
Bakersfield, CA

Take into account the demographic of your area is key. If you are in San Francisco, then Pride is embraced and may be of benefit as a promotion for the business. But if the business is in the bible belt of the South, maybe not so much. At the end of the day, as a business owner you do what you feel best for your business. There may be some naysayers, no matter what you choose to do. If as a business owner, aware of your surroundings and community, are confident that the reach of the promotion is positive to the majority, stick to your guns. Maybe respond in a kind, but careful manner. Pride may not relate to pets, but to some owners, it does.

Paige E.
Erie, PA

I would have a really hard time not getting upset over this. I would certainly leave the display! I would kindly respond to her review with something like “We love and appreciate all of our customers and love dressing up our window for different seasons, holidays, and themes.” At the end of the day, people like that aren’t my people anyway, but those who do matter will see my kind response.

Patricia P.
Hendersonville, NC

“Thank you for your review. We love to hear how we’re doing and where we can make improvements. We love connecting with our community, especially around the holidays! We find it to be a fun and creative way to accept everyone in our community, even those without pets. We will continue to honor our role in the lives of pets and their humans, and we will continue to respect the people who live in our community. We hope that this response finds you well, and we welcome you to visit anytime. You may find that there is more to us than just our window display(s). Happy window shopping!”

Bull H.
Colorado Springs, CO

No response would be a mistake in my opinion. Across several social issues, we have see bullying increase over the last several years. For whatever reason, people feel emboldebed to tell you how and and what to do, think, feel, put in your window display etc. They do this because it has become cool to tell others how they have hurt their feelings … and it goes both ways. Some bullies would tell you that you were wrong if you didn’t put up a display to celebrate Pride month. These bullies continue because they aren’t stood up to. First, I would leave the display up. My response to the review would be: “Thank you for taking the time to write a review/make your worthless opinion known to the world. My shop. My display. If you don’t like it, go somewhere else. Matter of fact, your money is is as valuable in my store as your opinion is in your review. It worth nothing. So don’t bother coming in … ever.”

Elaina S.
Fernley, NV

I think the person who left the review has their own issues/opinions and are pushing them onto someone else and their business. I would leave the window display up, and I would also see if the person who left the review is a current customer (my guess is they are not). Then I would respond to the review. I would respond with something along the lines of: “While we appreciate you sharing your opinion, our store loves and enjoys celebrating and including everyone in our community. One of our favorite ways to do that is by creating fun window displays for everyone to enjoy. We are sorry that you didn’t appreciate our window display, however, our customers and many people in our community do.” By responding in this way, you are showing anyone who reads the 1 star review that it was uncalled for and they really won’t put much thought into it.

Shelley B.
St. John, IN

Leave the display up and ignore the review. You can’t please everyone!

Sherry J.
Cape Girardeau, MO

I would keep the display up and respond to the review that she appreciates the feedback but tries to support all of her customers, without prejudice. Her windows are not necessarily a reflection of her personal opinions and are not meant to offend anyone.

Lisa D.
Rockport, MA and Portsmouth, NH

Honestly, I would leave the display up and ignore the review. It is not calling into question the quality of what you are selling. Plenty of people reading the review are going to disagree with what is said. In the end, it is your store.

Stephanie S.
Amarillo, TX

As soon as you engage with someone, it turns into conflict, so trying to talk sense to a person that isn’t open to other ideas is not going to work. I would probably find a non-confrontational way like an AI-language model. I don’t have personal beliefs or opinions, but here’s a suggestion on how to respond politely to a negative review about a gay pride window display:

“Thank you for taking the time to share your thoughts about our window display. We understand that not everyone may agree with the message we are trying to convey, but we believe in inclusivity and respect for all individuals regardless of their sexual orientation or gender identity. Our goal is to create a safe and welcoming environment for everyone who walks through our doors. We appreciate your feedback and hope to continue to serve our diverse community.”

Michele S.
Flemington, NJ

Leave it up and ignore the review. People that read it will understand that not everyone will be happy with the display. You can’t please everyone all the time.

The post Pride Display Results in a 1-Star Review for Your Pet Business. What Would You Do? appeared first on PETSPLUSMAG.COM.

“Hey, Max,” Joe said, walking to meet him in front of the kibble Max regularly bought through the store’s loyalty program. “Let me take a bag up to the register for you.”

Max looked at the new price and replied, “Actually, I got an email this morning from the company offering the same ‘Buy 12, Get 1 Free’ deal on direct orders, and the price is lower, too.” Max took out his phone to show Joe the email.

Joe said, “That’s interesting. The company just emailed us price increases.” Joe looked at Max’s phone and saw the offer and pricing. “I will match that price, though, if you would like to still buy your food from us.”

Max responded, “I really appreciate that, but the company also offers free shipping, so I’ll save time and gas, too, by buying direct. But don’t worry, I’ll still come here for toys and treats.”

Joe helped Max pick a few other items for his pets and checked him out, all the while wondering just how often Max would be coming into the store going forward without the need to regularly buy food.

“Thank you for being a longtime customer,” Joe said as he bagged the purchases, “and be on the lookout for an email from us with next month’s specials and information about some fun events we have coming up.”

After Max left, Joe searched his inbox for an email about the company’s new direct-to-consumer loyalty program. Nothing. He then went to the brand’s website and signed up just as a customer would. Joe needed more information about how the program worked. No matter what, he was going to take a huge hit on sales of this company’s food.

Jodi E.
Bradley, IL

If offering the same deal severely cuts into my bottom line, I wouldn’t offer it. I would immediately contact my rep. If no rep, then someone in customer service. I would insist on perks, deals or sales that would help me retain these customers. If the company won’t work with me, I would begin phasing out the lines and steering customers toward manufacturers that still care about independent stores. Unfortunately, this has happened way too often lately. I’m not naming names, but a couple of brands have remained and continued to be promoted, while others have been unceremoniously kicked to the curb.

Diane B.
MORRIS, MN

Keep the food, but think outside the box: What else can you do to bring in foot traffic? I offer grooming. I make barkday cakes for pets’ birthdays. I have a boutique with cute trendy pet clothes. I offer a discount if folks adopt a pet from the humane society. I offer a discount to college students in town. The online retailers will eventually kill off small pet stores, but until then, I won’t go down without a fight.

Frank F.
FARMINGDALE, NJ

We simply respond to the manufacturer that we understand their wish to offer as many channels for the consumer to buy their product as possible. We also recognize that there are areas that don’t have brick-and-mortar retail coverage for a particular brand, thereby necessitating this alternative channel. That being said, we request that they sell their product online at MSRP and not at a discounted price. We also let them know that they cannot be both a partner and a competitor in their relationship with us. We request that they pick one … and choose wisely! Their response … or sometimes nonresponse … will determine our next move.

Keith R.
SEABROOK, TX

These practices take a bite out of our business, with each bite adding to a total devastating to our profitability. The question is not, “Do we stop selling a food?” That is what we used to do. Look at how many good companies we no longer consider. Instead, reconsider which products you carry from these companies. I will sell bestsellers, but why support losing lines?

Brett B.
ERIE, MI

As a manufacturer, I believe I understand. Covid, the price of gas and online megastores have forced a change in the market. As such, people now are less inclined to “go out shopping.” They want and have become more accustomed to having necessities shipped to their door. As well, distributors are becoming fewer, their overhead higher, and they’re being replaced by the online megastores. The result is that some manufacturers are forced to find ways to maintain their margins, by selling online and skipping the middlemen. However, a smart manufacturer should realize their highly valuable partnerships with their brick-and-mortar stores and not undercut them. Talk to the manufacturer and inform them that if you can’t make an equal value proposition to your customer (and still keep your profit), you’ll need to drop their brand.

Shari W.
EUFAULA, OK

If a company offers direct-to-customer programs or takes my client info, I will change brands. It is so hard to launch and promote new brands, the companies should view us as partners.

Doug S.
NEW CITY, NY

I get that manufacturers go omnichannel in today’s world, but if they undercut us as a partner, they would have to get to MSRP or MAP or be gone. As someone who has sold pet foods for over three decades, I will no longer support brands that erode my margins or steal my customers. We consider that a toxic relationship, and our core values don’t align with that mindset. We prefer to partner with vendors who support us as we support them, and neither party tries to leverage up. In relation to the customer here, if Joe offers to price match and even deliver for free, and he still balks at the offer, then Joe must ask how loyal was that customer? Life’s a two-way street.

Alexis B.
SALT LAKE CITY, UT

I would call the manufacturer rep and find out what the heck is going on and if their loyalty to small retailers is shifting and they no longer plan on supporting our efforts. If that is the case, I would phase out the line. I would hope they would make us an offer that would compete with their direct-to-consumer program and pricing. Another thing I would think about is whether we really do well with this brand and even need to carry it.

Diana H.
ROCHESTER, WA

Manufacturers have forgotten how they got to where they are. It’s so frustrating, as indies are being backed into corners. More manufacturers are going direct. Navigating it all is exhausting.

Julia B.
CROFTON, MD

I would transition. Price matching only leads to lower margins. You can end up taking a loss without careful consideration. Some lines are not worth offering when you come into direct competition with the manufacturer.

Tim H.
SILVERDALE, WA

I would definitely start switching all customers and drop them like a hot potato. When customers ask why, I would tell them that the company is no longer trustworthy and doesn’t meet our vetting process. They are undercutting the channel and stabbing their retailers in the back by not communicating or being transparent.

Brett S.
MARKHAM, IL

As a brand owner, first that should never happen, and second, assuming you have a brand rep, let them know — there should be a mutual resolution. Prices on a brand’s website should never be lower than the MSRP of the food.

Rebecca M.
CLARKS SUMMIT, PA

Unfortunately if the company is hammering the consumer with offer after offer, Joe is ultimately a walking commercial for this food company. He’s taking up precious time and shelf space for a company that’s just looking to cut him out of the relationship in the end. I wouldn’t reward that maneuver with further sales of their items.

Kristi M.
SURPRISE, AZ

I’d keep it only online for special orders.

Ramie G.
EVANSTON, IL

I can’t drop every brand that has decided to compete directly, but I can see what the rep can offer so we can match their direct-to-consumer offers. If the rep won’t help, then I would seriously reconsider how much space the brand gets in my store. Indies have built demand for most brands, so manufacturers need to rethink the direct-to-consumer model. When their customer needs something else, they will come to my store and I won’t carry or recommend their products.

Jennifer Moore B.
NORTH RIDGEVILLE, OH

This is a no-win situation. Price matching will cut the profit margins, and you would have to offer free delivery, too. I would start changing every customer over to another brand and kick the company out the door.

Susan N.
CHESTER, NJ

It’s difficult to say without additional information, but I do not necessarily think he should drop the brand for this reason only. I think many of his customers will continue to buy the food in his store unless there really is a dramatic difference in price. I do not think he should try to transition customers away from the food for just this reason. It’s just self-serving, and as a customer that would bother me. He certainly could start moving away from the brand. I think he really has to protect his margins, so he should not offer to price match and should not offer free shipping. Brick-and-mortar stores have a value greater than the price of one dog food brand.

Jodi M.
CORAL SPRINGS, FL

I think what these companies are doing is truly hurting us. I don’t understand. If we stopped selling all the foods that these companies are doing this with, we would have no food.

Lorin G.
SPRING, TX

First, see how many of your clients this affects over the next few months. If it’s barely impactive, continue as usual. But also, light the brand up, see what they’ll do for you to be able to compete. If it’s less than satisfactory, start transitioning clients to something else for your own protection, even if you continue to sell the brand. Twenty years ago, I implemented an in-house loyalty program to be utilized simultaneously with brand programs, allowing for double dipping of rewards. Then over time, I proceeded to get off-tier/contract pricing. This was long before all the direct-to-consumer crap started, but I rarely lost a customer when it did. While many view an in-house program paid for by the retailer as a cut in profits, the referrals and constantly increased traffic make it worth it. You can put your advertising budget towards it as well as potentially other budgetary line items.

Theresa S.
MONTGOMERY, AL

We are facing this same problem with some of our brands. I am trying to find foods to replace the brands that are poaching our customers. We indies work too hard to promote brands only to be burned by them. I haven’t stopped selling the foods completely as we have a couple of customers who choose to support us in spite of what the brands are offering directly to them. We love and appreciate when our customers are able to continue supporting us, but if they are open to transitioning to another brand we do start moving them over.

Stephanie S.
AMARILLO, TX

I would be contacting my sales rep at the company and either ask them to buy the food back and or figure out a way for people to come in. If they didn’t want to support us any longer, I would discount the food and stop carrying it and look for a better option. I would also look at what that customer had bought from me besides dog food for the past few years. If it was just kibble, I wouldn’t put effort into it. If they bought toys treats, etc., I would start sending emails offering a treat of the month or something else and mail the food to them for a small flat fee. I realize it’s easier to keep a customer. I might also remind them that supply chain issues haven’t resolved.

The post Kick to the Curb, Cut a Deal and More Responses to the Case of the Direct-to-Consumer Deal appeared first on PETSPLUSMAG.COM.

It did, with some customers coming back several times to earn multiple coupons. And Beth’s e-commerce store had its highest sales week ever thanks to the deal also being available online.

She walked to the front door to open and found one of her regular customers waiting. “Good morning,” Beth said as she unlocked the door. Joy, her sales lead, walked with him toward the food department, where he grabbed a large bag of kibble. The customer also grabbed one of the holiday toys left over, placing both on the counter.

“Will this be enough to use the $25 coupon,” he asked Joy. It certainly was, Beth thought, as she knew the bag of food alone was $79.99. The customer snapped a photo of the coupon before tearing it off the original receipt and handing it to Joy.

Beth smiled as he left the store and turned to Joy and said, “Do you know why he took a photo of the coupon?” She responded, “Yes. He said he was going to use the online coupon code as well.” Joy looked at the coupon and added, “It doesn’t say that’s not allowed.”

Beth panicked, taking the coupon from Joy. It said, “Good for in-store and online purchases.” The coupon didn’t specify one-time use, though, nor did it specify “in January only.”

Beth closed her eyes to hide the tears. If they wanted to, customers could use the coupon in-store and then multiple times online, or just multiple times online. She could invalidate the coupon code in her online store, but not until Feb. 1 or else there would be unhappy customers because they couldn’t even use it once.

Dog food margins were slim to begin with, and Beth knew customers were going to use the coupon on food purchases. What was she going to do?

Frank F.
FARMINGDALE, NJ

Sucks to be Beth … but she if she is smart, she would happily honor all coupons redeemed during the month of January, whether the same coupon was redeemed once or 30 times … doesn’t matter! Experience is sometimes a tough teacher, learn from it and move on. On a good note, Beth will be creating quite the stir in the marketplace by offering such a lucrative promotion. Hopefully it will promote plenty of goodwill toward her store in the future.

Diana F.
SAN ANTONIO, TX

Yikes! I would probably fess up to customers via email, social media, etc. Something like, “This idea is so new to us, and we were so happy to find a way to reward our loyal customers for shopping with us that we forgot to state the coupon is good only for one-time use, either in-store or online. We’re so sorry for the confusion!” or something similar.

Christine F.
ST. CLOUD, FL

I would remove the online coupon and tell them to contact the store for a new one. Then I would print some sort of disclaimer to post in store and online. Something like, “We apologize for the printing error, but our coupons are good for one use only either online or in store.”

Susan N.
CHESTER, NJ

She should email her customers and let them know it can only be used one time. They probably all know that, and the vast majority would only use it once, but there are always some who behave unethically

Michelle M.
OSPREY, FL

This is a tough one. I am a very small store, so I don’t know that our customers would try to double dip so to speak. But there is a big potential for loss, especially if food is allowed, as the markup on food is lower. I think options A and B should be implemented, and in the future lots of specifics should be on said coupon. And I would limit the deal to one offer per household not one offer per $100 spent. We also have a customer rewards program internally that we give customers dollars off with points based on purchases, and do Astro offers so I feel we offer programs already to build store loyalty.

Rachel M.
PARRISH, FL

I have had this happen to us in the past. I proofed the coupon, my marketing gal proofed the coupon, and we both missed it. We ate the loss … it’s not the customer’s fault for wanting to double or triple dip. Beth would have it worse by upsetting her customers and risk losing their business altogether. Sometimes you just have to take your punches and get back up to do it better the next time!

Beth K.
IRWIN, PA

Unfortunately, this is a lesson learned the hard way. We’ve probably all made mistakes like this at some point, but you sure don’t do it twice. I think most people would be reasonable and not overuse the coupon, but you generally have a few that will take advantage. I think you just need to suck it up with those few and move on. Better that than to alienate customers. Besides, for those that take advantage, they’ll always remember the great deal they got at your store.

Jennifer  B.
NORTH RIDGEVILLE, OH

Beth could try to change the rules on the coupon after the fact, but she is likely to have some very unhappy customers. Legally speaking, that could fall into the category of bait and switch, and could cause legal problems, too. Beth may not have a choice except to honor the coupon and hope not too many people abuse it.

Jennifer S.
SPRINGFIELD, MO

That made my heart hurt just reading the scenario! If it was a small mistake, like a $5 coupon, I would say just eat it, but a mistake that large would have to be addressed. I would contact my customers and put up a post just being honest and explaining the situation, along with the new coupon stipulations. I can’t imaging my customers not being understanding for a mistake like that.

Pattie Z.
CHARLOTTESVILLE, VA

In the words of retail coach, Bob Negen, “What would my customer want?” Well, they’d want Beth to honor her offer, even though she made a mistake. It’s not worth losing a customer for a policy. Next year, the offer could be more thought out, but you wouldn’t want so many disclaimers that the customers wouldn’t use it. If it’s a gift certificate, make it a real gift and your customers will appreciate your generosity and come back again and again.

Sal S.
WEBSTER, NY

The scenario is a frustrating one with only one possible answer in my opinion. You honor that coupon and count it as marketing budget. There is no better thing you can do as a business owner today than to get a customer acclimated with your website. Though an initial loss will be felt we run our businesses for the long run. Life has a way of balancing itself out and customers want to do good by company’s that gave them good value for the long haul. When we put out a coupon or make a mistake in a sale it’s our policy to honor it and learn from our mistakes. In the long run if you did something where a customer won, it won’t be a mistake or a loss- it’s going to pay you back down the line!

Alexis B.
SALT LAKE CITY, UT

We have done the bounce-back coupon in the past. We didn’t offer it for online purchases, and they were numbered so once used in store they could no longer be used again. With that said, Beth’s oversight may cost her, but will every customer take advantage of her? If the coupon said “or” to me, that means one or the other. I would make up a sign that indicates it can be used once, either in house or online, and make sure her staff knows. Not sure how to track that on her online purchase if people are taking pictures of the coupon. This might be one of those learning experiences and next year it can be more spelled out.

Theresa S.
MONTGOMERY, AL

Beth should email her customers with an apology that in the holiday rush to get the coupon to the printer, she’d forgotten to include the stipulation that the coupon could be used only once, in-store or online. She might honor a second use only once for this one particular customer since she didn’t address it while he was in the store and if she does, make it clear that this is the last time to use the coupon. The majority of coupons everywhere have a one-time use stipulation, so I think most customers would understand. If they don’t understand, then they apparently have no problem abusing the system and I wouldn’t want them as a customer anyway. Going forward Beth should be sure to include the one-time use stipulation and an expiration date.

The post ‘Sucks to Be Beth’ and Other Responses to Real Deal: The Case of the Bounce-Back Coupons appeared first on PETSPLUSMAG.COM.

Cindy had taken advantage of some great deals on holiday merchandise earlier in the year, so she knew sales were going to blow 2021 numbers out of the water! It was time to start working on the staffing schedule for the next four weeks.

Black Friday, Small Business Saturday and the two weeks leading up to Christmas were her store’s busiest times. In previous years, Cindy had set blackout dates on those days. Now fully staffed, she had decided to allow employees to put in time-off requests in advance of the holidays. Cindy thought she would be able to approve certain days when she knew her employees would want to spend time with their families.

Cindy pulled up the time-off requests for November and saw that all three of her employees had requested off Small Business Saturday as well as the three days leading up to Christmas. Porsche requested off as it’s her first Thanksgiving and Christmas with her new husband’s family, Kendra requested off as it’s her first Thanksgiving and Christmas with her new baby girl, and Betty requested off because her family bought her tickets to visit them for both holidays.

I can’t work all those days alone, she thought, and there’s no way I can quickly hire someone so close to the holidays and train them to learn all the ins and outs of not only the store but grooming appointment scheduling. To make matters worse, Cindy noticed that all three of her employees put in for paid time off as they all had saved up their hours to cover holiday vacation time. So not only were they all asking for the same days off, per her employee manual they had to use their PTO before year-end!

She put her head in her hands, remembering the promise she made to her own family that they would finally have a Christmas together. Cindy had worked every holiday week for the last seven years, and this was the first year she had enough staff to even consider being able to spend more time at home baking cookies, wrapping gifts, and cooking a holiday feast for her family.

Cindy could get by with one less person on those days, but how does she choose who gets to have the time off without possibly losing some of the best employees she’s ever had? She didn’t want to have to close the store completely.

Diane B.
MORRIS, MN

Cindy should have added this to her schedule in October. Staff members with the most longevity can have just one of the two holidays off, and staff needed to have been told way back in June that they had to use their PTO before the holidays. She should remind them of the importance holidays have on business. Another alternative is to have a part-time employee trained and ready to go so that if staffing becomes an issue, she has another person who could step in. Work is a fact of life, and people need to realize this and make their own holiday plans accordingly.

Heidi D.
WARWICK, RI

This situation stresses the importance of having an employee handbook that outlines how time-off requests are handled and if there are blackout dates where time off will not be granted. In the absence of the handbook, I would grant one time-off request per date based on seniority.

Ramie G.
EVANSTON, IL

We are service providers as well as retailers so we wrestle with slightly different issues: We provide services on holidays, which means everyone works including my husband and me. It’s the only fair way to do it. When staff are hired, they are told up front the expectation to work holidays and weekends; there are no exceptions. Store staff get the same policy, except that the store is closed on major holidays. Staff can request the time of day they prefer to work on the holiday, and we have had no issues with that.

We are happy to give time off for everyone immediately after Christmas or in January or February, off-peak times always. Spring Break (March-April), summer vacations (July-August) and all other holidays are blacked out. We host the holidays at our home as we can’t travel then. We take our own vacations in off-peak times, January or February. The reality is it’s the business we are in so we have to work with it.

Paul L.
MOUNT DORA, FL

In our new-hire handbook given to each employee when hired, it states, “We have vacation-request blackout dates for the following holidays:” But we are a four-in-one shop: boarding, day care, grooming and retail. We never officially close as a 24-7-365 facility. We have one person in the facility at all times. What we will do is allow the staff to work out a holiday time-off schedule that is fair for all. Some will want to work Thanksgiving and want Christmas off or vice versa. Black Friday and Small Business Saturday would have to be worked out between staff to provide coverage. The owner should be there on those busiest days to help out and guide the staff. If they are that busy, Cindy should include them in her blackout dates.

Becci S.
SCOTTSDALE, AZ

My husband and I have always had careers with heavy schedules around the holidays, so we expect to cover those days at our store. However, with our staff growing, I will mention in the October staff meeting that we want at least one employee to be working with us on the days we are open leading up to each holiday. We will create a sign-up sheet and let the employees sort out who will cover if anyone needs time away from their usual schedule.

Brett F.
OWEGO, NY

Cindy should hire at least one person who can be trained to run the register for the day, freeing herself up to work the floor, handle questions, concerns, etc. She can decide later if the new employee will replace one of her current batch or stay on as a floater. Change can be good, and that amazing employee (best she ever had) maybe isn’t as good as she thinks. As far as taking time off for herself, if she can’t convince at least one other current employee to stick around, that option is off the table. Sometimes we’re owner, manager and chief bottle washer all in one, and we have to sacrifice our own wants for our business. If she doesn’t have a policy in place already, she ought to consider a “first-come, first-served” policy regarding requested time off. This way, she can give that day to the first requester, but not the others. After that, that person goes to the back of the request rotation.

Shane S.
MILL CREEK, WA

Cindy needs to remember that a request doesn’t guarantee time off. She needs to look at the timing on this (who put in requests first?) and also consider who has had time off most recently, and who her MVP staff member is. Those factors may all influence how she chooses to move forward. If I were Cindy, I would let each team member know they can each get one day off between Thanksgiving, Christmas Eve and New Year’s Eve, and each should pick which one they want the most, with time-and-a-half pay on the other two days. I would suggest seeing if she can try to hire someone at least temporarily for stocking and greeting if nothing else, and she might find a great new permanent person, too! To avoid this in the future, go back to the old blackout rules and expect to work herself all those days too. This is retail ownership — it’s part of the job. Don’t ask your staff to do anything you wouldn’t do yourself!

Sylvia G.
ADAMSVILLE, TN

I used to think it was necessary to oblige customers for the holiday rush. After all, people are spending and the revenue is the boom before the bust that follows in January. It seems like celebrating a day or two early or later would not be such a sacrifice to ask of employees. Most do so only when it benefits themselves, certainly not for their employer’s benefit. I have come to the conclusion that it is better to inform customers well in advance that the business will be closed to allow staff time to enjoy themselves as well. That way they will not be expecting last-minute services or goods. We have boarders who require the same care no matter what day it is. Schedules require forethought to be sure their needs are met and employees are not abused.

Rachael C.
MANDEVILLE, LA

This is a tough spot, made worse because it shouldn’t have been allowed to happen. But since it has, what I would do is tell everybody that only one person at a time can have off so work together to see who gets which day off. If they can’t decide on their own, then I would make an executive decision. I would also allow the PTO to be carried over at least for this time. For myself, I would never schedule myself off over my employees unless there was a special reason. It’s my business, and that’s part of owning a business. To avoid these issues, our policy is no PTO during December unless you are a student living at home and must travel with your family. We are generally pretty flexible at other times. It has worked well for 21-plus years.

Cindy Michelle M.
OSPREY, FL

That’s a tough call. I’m assuming Cindy’s store is closed on Thanksgiving and Christmas, so the actual days can be spent with family. We have often had more than one person request a holiday off, and myself and the other store owner fill in. We try to discuss things amongst ourselves and find a suitable solution. The other owner and I usually volunteer for Christmas and New Year’s Eve and let the staff off if they want. We have treats and refreshments for the customers, and it’s fun.

Paula G.
MUSKEGO, WI

I think there really isn’t anything you can do except hire a temp service to cashier for you so you can be the floor person. If you insist that any of them work, with the problems of staffing going on today they could just quit and not have a problem getting another job when the holidays are over. If they are good employees, then I would get temps and work. Then change the policy for next year.

Danielle W.
GRANVILLE, OH

We have a policy in place that states no time off from Thanksgiving week through Christmas. New employees are made aware of the policy from day one — we’re extremely flexible with time-off requests throughout the rest of the year. We also close Christmas Eve to give our employees at least two days off with family. For this scenario, Cindy should let the most senior employee have Black Friday/Small Business Saturday off, with the other two working a split shift with Cindy on those days. As for the Christmas requests, Cindy could approve one day off for each of them leaving her with two employees each of the three days leading up to Christmas.

Annabell B.
ALEXANDRIA, VA

We always require time-off requests to be submitted at least one month in advance for anything “personal or fun.” Anything that comes in closer to the date is usually just dismissed. Occasional exceptions are made, obviously. We also offer switching shifts; if you can get someone to cover your time, take it off, but they better show up! I would use that metric and see who submitted their requests earliest. And taking into consideration plans that would not be able to be moved. As for accumulated PTO, if that needs to be used by the end of the year, you probably will just have to pay that out. Ours rolls over for the following three months after the end of the year to avoid this exact issue.

Susan N.
CHESTER, NJ

In today’s climate, employers have to deal with the very real possibility of employees leaving if they cannot get time off at the holidays. For me, it’s just easier to work more myself than to try to force someone else to. That being said, individuals who work in retail should expect to work more hours around the holidays. In this case, I would try to add a few new people for holiday coverage — many retail stores do this.

Elaina S.
FERNLEY, NV

First of all, I would never open those dates up for time-off requests (that will prevent this from happening in the future). Those are black-out dates for everyone, including myself. If it works out for time off to be given later, then it can be approved at that time. However, since she did open it up, she could allow one of two things: 1. The first person who submitted their time-off request is approved. Or 2. Person with seniority gets their time-off request approved. Let everyone know that everyone asked for it off and that’s why it has to be that way. I would also consider hiring a person to at least learn how to ring customers up at POS and to help with stuff like cleaning, stocking, putting freight away. They may not be able to answer all the questions, but that would at least help keep the one trained person available to sell on the floor and answer customer questions.

The post How Pet Businesses Handle Time-Off Requests During the Holidays appeared first on PETSPLUSMAG.COM.

They had arrived that morning, and Shelby had put one gold kit and two silver kits on the counter. The gold kit was a bit pricier than the silver, but she knew there would be customers for both, pet parents who would love and cherish such a personal pendant, too.

A few minutes later, the doorbell jingled and longtime customers Kaitlyn and Snowball walked into the store.

“Good morning, Kaitlyn. Good morning, Snowball,” Shelby said as she did one fi nal adjustment to the display. “Hi Shelby,” Kaitlyn replied as she and Snowball walked toward the canned food to grab their regular assortment. Shelby followed to show them the new cans that had just come in — she knew how picky Snowball was when it came to the texture of her meals and wanted to suggest the new options.

Cans selected, they all headed to the checkout counter, with Kaitlyn and Snowball grabbing an enrichment mat and some treats along the way. Shelby began ringing up the items and pointed to the new pendant kits on display. “For if you want a lasting memory of Snowball’s nose print,” she said, adding “Or if you have a friend who would love one, it makes a great gift.” Shelby then turned to grab a shopping bag for the purchases.

All packed up, Shelby offered to help Kaitlyn to her car. Kaitlyn declined, and they left with the bag of goodies.

Another customer walked in, and Shelby greeted him and asked what kind of pet he was shopping for that day. After helping the customer pick out a cat collar, she walked him to the checkout counter. Shelby immediately noticed the gold nose print kit was missing. She finished checking out the customer and scanned the counter for the kit.

Shelby knew she had put the gold kit in the display, and it was there when she began checking out Kaitlyn and Snowball. Shelby had been with the other customer the entire time, not turning her back because he declined a bag. No one else had come in.

There was no other explanation: Kaitlyn had taken the kit. How could her longtime customer steal from her, Shelby asked herself? She regretted not installing security cameras but never thought she’d need them for her small store.

Julia B.
CROFTON, MD

I had this happen 20-plus years ago. I did nothing. It has haunted me since. Now older and wiser, I would call Kaitlyn and say, “I’m so sorry I didn’t ring up your nose print kit. Do you want to give me a card number over the phone?” Act as if it was my fault for not ringing it up and let her save face. That way there is no question if she has it, just how she wants to pay for it. Then I would not mention it again, but keep an eye on her. I did get cameras put in not too long after my incident.

Audree B.
FORT LAUDERDALE, FL

If Shelby doesn’t have cameras, she needs to get them installed immediately and make sure that all areas she’s concerned about are covered. Without seeing the theft with her own eyes, she can’t accuse anyone of anything. Shelby may believe she put out the display with one gold and two silvers, but did she? We owners have a million things going through our heads and might really believe we did something only to find out we didn’t. How awful it would be to accuse someone of stealing without proof. If she can confirm that Kaitlyn did in fact steal, then Shelby needs to decide if she is indeed a customer worth having. Chances are if Kaitlyn did steal, then this might not have been her first time. Sometimes it’s OK to fire a customer.

Kelly B.
UKIAH, CA

I would call Kaitlyn and say, “Hey. The other day when you were in, I remember you looking at the nose print kits. Later I noticed one was missing. Did I accidentally put it in your bag while we were talking? When you get a moment, would you check? I’d appreciate it.” This will let Kaitlyn know you follow your inventory and have a pretty good idea she took it, but it gives a plausible reason for the item to be in her possession without outright accusing her of theft and gives her a gracious way of returning it. She might say, “Oh, I don’t know. I haven’t unpacked all of the bags yet. Let me check and see if it’s in there.” Or maybe Kaitlyn will miraculously find it in the trunk or under the seat where the bags spilled. After that, I would let it drop because I don’t have any proof. And get cameras.

Cindy Michelle M.
OSPREY, FL

This is a tough one. I wouldn’t call the police, and I’m not sure if I would call Kaitlyn and ask. I wouldn’t want to offend a longtime customer. The cost of the kit may not be worth the potential lost business. Definitely a learning experience. It may help to not have to turn one’s back on the customer for a bag. Ours are under and to the side of our register. Also, would the manufacturer have the ability to determine in which store the kit was sold if it was sent back to them?

Joyce M.
FARIBAULT, MN

I think Shelby should chalk it up to a tuition payment in the school of retail business. Not sure cameras would help, but I am sure she will be more observant now.

Diana F.
SAN ANTONIO, TX

I would call Kaitlyn and say something like “OMG, I’m so sorry. We were so busy talking that I completely forgot to ring up that gold nose print kit for you!” Then I’d shut up and see what her response is. If it’s denial, I’d push a bit further and ask her to check her bag, explaining that I’d just put them out right before she came in, so it may have simply fallen into her bag accidentally. If she denies it again, I’d make sure to keep a sharp eye on her next visit, and chalk it up to lesson sadly learned. I’d also make darned sure to have cameras installed as soon as possible, with signage about how theft hurts small businesses.

Alexis B.
SALT LAKE CITY, UT

Even though Shelby’s hunch was probably accurate, without the camera to review and confirm what actually happened to the kit, she has to write it off to a loss and a learning experience. Cameras are your friend. Small and large stores benefit from them. We have been ripped off many times, sometimes right in front of staff’s noses because they aren’t paying attention. We have cameras, and they don’t necessarily deter but they do let you see who and what actually happened.

Pattie Z.
CHARLOTTESVILLE, VA

I would not confront Kaitlyn unless I wanted to lose her as a customer for good. Anything of high-dollar value like jewelry would be best kept in a locked acrylic case, preferably close to the checkout area, so the customer can see them and you have the opportunity to “show, tell and sell.” Take the incident as an opportunity to make sure expensive items are secure or to re-evaluate whether your store should be carrying something of this price point in the first place.

Dawn T.
PUG RESCUE, FL

Yes, I think Shelby should call Kaitlyn and ask if she remembers seeing the kit. This way she is not accusing her, but just inquiring with her. Hopefully because she is a longtime customer, her conscience will get the better of her and she will apologize for taking it or offer to pay for it. No, she shouldn’t call the police and report Kaitlyn for theft because she has no real proof that she stole it. If she has inquired with Kaitlyn and she has not confirmed or admitted anything, weighing the positives versus the negative she should just chalk it up as a learning experience. Yes, she should install cameras as well as get a locked display box for expensive items. With her store offering new items and growing, it would be a good investment.

Penny M.
NEW LONDON, NH

I would call Kaitlyn and ask if I accidentally put this product in her bag. At that point, most likely Kaitlyn will realize that she has been caught and bring it back. I would try taking the “responsibility” even though I knew she was responsible. And I would never turn my back on her again!

Tasha H.
DICKINSON, ND

Although I have cameras pointed at the back and front side of the counter, without having cameras she could call and ask if she accidentally bagged that item when she was showing her or something similarly nonaccusing, or she could post on social media asking if any customers found the item in their bags and hadn’t purchased it.

Paula G.
MUSKEGO, WI

If she was a longtime customer, I would call right away and say, “Kaitlyn, I’m missing a gold kit, and I think I might have accidentally put it in your bag. Could you check for me? That way, Kaitlyn will know but not feel defensive and might bring it back saying, “Oh my. It was in my bag.” At that point, I would know.

Paige E.
ERIE, PA

I think I would call the customer and phrase it as such: “Hi, Kaitlyn! Oh my gosh, this is so embarrassing, but I realized after you left that I completely forgot to ring up the pendant kit we talked about. I realized when I walked back up after helping another customer and the gold one was missing. We can get that taken care of the next time you’re in, and you can show me how cute it came out!” She may deny taking it and if so, it is what it is, but phrasing it so casually may help. From there out, just being extra watchful when said customer is in. And get those cameras installed.

The post Pet Retailers Share How They Would Handle a Long-Time Customer Stealing appeared first on PETSPLUSMAG.COM.

Tonia had a long list of vendors to see as well as the latest issue of PETS+, which featured new products debuting at the show.

After placing several orders that morning, she came upon a large booth for a toy brand new to her and was greeted almost immediately by a friendly sales rep. Jon introduced himself and told Tonia about the company and its highly durable toys. Interested, she asked about pricing for ordering in sets of 40 each for all of her stores. He quickly pulled out a form, and they began discussing which toys would be in her initial order.

A woman approached them and asked how many stores Tonia owned. Jon responded that she had four doors and would be ordering directly to get better pricing. The woman rolled her eyes and pulled Jon aside. She whispered loudly enough for Tonia to hear that four stores were not worth offering bulk discounts and shipping direct, and to tell her to use their distributor instead.

Tonia stepped toward them and asked, “Is there a problem?” The woman responded, “I’m sorry, but Jon was confused. To buy direct, you have to order in quantities of 400 or more. He missed that other zero.

You will have to buy through our distributor.”

With a quick look at the order form, Tonia saw that distributor pricing was 20% higher than what Jon had quoted her. The woman walked away toward another customer in the booth.

Tonia stepped back and began to reevaluate the toy line. They would sell well in her stores, but the woman who interrupted Jon was very rude and handled the mistake poorly. He apologized for the error and asked if she would still like to place the order.

Tonia thanked him for the apology and asked, “Who was that woman?” To which Jon replied, looking down, “That was the owner of the company.”

Ramie G.
EVANSTON, IL

We would move on to another brand immediately. There are too many options available to waste time on such a short-sighted manufacturer. I would not start by telling the rep I have four stores, though. Let them come up with good options on pricing and quantities first. Let’s look at who else is carrying it in my area, big-box stores, their online presence, Amazon? I prefer to study up and place orders at the end of or after a show before I commit to any brand or product.

Susan N.
CHESTER, NJ

A manufacturer is not obligated to honor a misquoted price. Maybe they could meet in the middle this one time. And she could order direct this one time or through the distributor at the discounted price. If the manufacturer will not do this, then Tonia will have to decide how badly she wants the toys. Completely walking away when she liked the product would not be a prudent business decision.

Melissa S.
KNOXVILLE, TN

People make mistakes. If the toys are interesting enough to add, buy them through distribution. At least you won’t be tying up as much money. It’s nice to have a product with extra margin, but if that isn’t your sole criteria, make sure the toys are something you want to stock for other reasons. If not, walk away.

Sylvia Glee T.
ADAMSVILLE, TN

Of course there would be disappointment that the “real deal” wasn’t going to happen. Anyone speaking in an annoyed voice adds to the negative vibes. However, if that is the worst thing that happened, what is the big deal? Communication gaps happen all the time. All day long misunderstandings occur in our little business amongst staff as well as with customers. I sometimes wonder if we are speaking the same language. If I thought the product would be good in our location, I would sign with a smile and say thanks.

Carolyn B.
MCHENRY, IL

I would ask the owner to honor the price quoted. I would also inform her why I think the product would work for my business and that it would lead to many future purchases. If she says no, I would ask her to split the difference. She assumes 10% of the additional cost, and I would pay the additional 10%. Surely she would not turn this down. If she did, I would evaluate if the income is worth doing business with her. Bottom line: I’m running a business so I need to think about what sells versus a rude person. I would continue to shop. If nothing matches that product, I could always order later.

Kristina R.
Falls Church, VA

That’s a big mistake, 40 to 400. I think it would be really hard to honor that misquote. If Tonia really liked the line, I would suggest she talk to the distributor and see what they can do. It was a shame that the owner didn’t value Tonia and her four stores. If it was me, I would have just said, I’ll find another vendor that will appreciate me as a customer.

Pattie Z.
CHARLOTTESVILLE, VA

I’m surprised that an owner of a company would be so ungracious when trying to gain a new client. Even if the customer making the inquiry brought the attitude, a good salesperson would try to make it a positive experience. If that had been my company, I’d honor the price the sales rep quoted and take a look at my sales presentation and pricing materials in case they needed to be more clear to the sales team. That customer might have made many return orders that far outweigh the initial stocking order. The supplier will never get the chance to find out.

Carol W.
ST. LOUIS, MO

I would ask the owner to honor the pricing initially offered. If she continues to say no, then ask for something between distributor and direct. You are in a booth in front of everyone who walks by, so I’m betting she will concede.

Matthew O.
SPRINGFIELD, VA

Walk away. There are so many decent companies out there fighting for our dollar, it’s easy to find something better. We have one store, and when the reps at the shows aren’t interested in helping our fanatical clients, it’s the company’s loss, not mine. We only work with companies that want to help every pet parent, and understand that every sale is potentially a lifelong customer for that brand. My customers will most likely be able to pick up their items in PetSmart soon anyway!

Carrie C.
MILAN, MI

She should ask for the pricing to be honored, and if the owner will not, walk away. There are too many brands out there with much better customer service. This owner does not seem like an easy person to work with. What will she be like if a customer has an issue with a toy? Or if Tonia receives her shipment and there are issues?

Errin J.
ST. HELENS, OR

In my stores, if a price tag says one thing and it comes up as a higher price at the register, I always discount the product to what the tag says. It’s my responsibility to have the correct cost on all of the products, my bad if I missed updating a price tag. Also, with this woman being so rude, I would take that into consideration. The toys may be awesome, but do I want to support someone who doesn’t have the same integrity I do? I guess it would depend on how badly I want the toys in my store.

Diana F.
SAN ANTONIO, TX

If the owner hadn’t been rude, but had calmly explained her program (and her employee’s mistake), I might have considered purchasing. But if she’s that rude to a potential customer before the purchase, how customer focused will she be AFTER the sale if there are problems? Strong nope for me. There are plenty of other toy manufacturers out there who want my business. Plus, she seems to have training issues with her employees. That is NOT a small mistake, and she tops it off by berating the poor guy in front of a customer. Praise publicly, counsel privately. Sheesh.

Paige E.
ERIE, PA

Nope, I’d be done. Red flags galore! To start, 20% is a huge pricing difference. Pricing aside, the company is clearly a bit unorganized and not on the same page. I totally understand how that can happen, especially if it’s a new company, but that doesn’t excuse the lack of professionalism. It would be one thing if that were just an employee, but since it’s the owner, that’s a no go.

Stephanie R.
CHADDS FORD, PA

I would not place an order for this company’s products. I might tell Jon that he should look for a job with a nicer owner.

Margo T.
BROOKLYN, NY

If it’s a brand I really must have, I’d ask if they would honor the same deal through the distributor. The company may not have the capability of fulfilling smaller orders, but that should be made clear to staff and to buyers. Also, another promo should be available for indies through the distributor, especially at a trade show. If they won’t honor it or offer a promo, then it’s a deal breaker. I don’t care how well it would sell, there is always another brand willing to work with smaller independent shops with integrity and respect.

Chuck T.
CHICAGO, IL

Tonia should leave and not place an order

Dawn T.
VERO BEACH, FL

No, Tonia should not just leave and not place an order because that would be unprofessional and unfair to her customers if she is really interested in the toys. Yes, Tonia should inquire with the owner to honor the original pricing Jon offered because she is a store owner and a growing store owner, so if she could speak and explain to the owner why she would like the original pricing to be honored, and the growth potential. If the owner won’t honor the pricing, Tonia should walk away and not place an order through the distributor at the higher price because apparently, the company does not need the business that badly.

Karen C.
DELAVAN WI

If I thought the product was a great fit, I would likely fight for the pricing. It’s a trade show, where deals are made! If the owner refuses, I’d walk away and express my disappointment directly. First impressions are important, and if this is the company attitude toward potential customers, that’s a big “HMMM?!” If I love the product, I’d buy from a distributor and not have to deal with an owner with a chip on their shoulder.

Jennifer L.
WENATCHEE, WA

I would just move on, bringing my business elsewhere. Mistakes happen, and though she didn’t handle it professionally or how I would expect, I wouldn’t be doing business with them anyway so I would just let it go. It isn’t worth worrying about. Plenty of vendors and options out there and I don’t want to work with vendors that don’t work with indies anyway.

Stephanie S.
AMARILLO, TX

I would go back and talk to the owner. Ask her if she does support small businesses and ask why she would want to work with a distributor that has nothing to gain promoting her products, whereas if buying directly from her that she would be getting free promotion and marketing at stores with a proven track record. Then if the owner refused to work with her, walk away because there is no point in working with a company that doesn’t believe in servant leadership and wants a mutually beneficial relationship.

Jennifer Moore B.
NORTH RIDGEVILLE, OH

I don’t deal well with rudeness, and I think I would have walked away regardless of whether she would honor the original price quoted. There are a lot of great toys available. Tonia could have found something comparable from a company that didn’t belittle her.

Brett F.
OWEGO, NY

The manufacturer needs to train their reps better and honor the initial quoted pricing, at least a one-time ISO if they want to establish any integrity and credibility at this point. The owner should approach Tonia and quietly apologize for the confusion, then state the policy but be willing to make that deal. Or Tonia should walk away. I wouldn’t buy it from the distributor if the manufacturer won’t own up to the mistake and honor even a one-time deal. There are lots of alternatives for durable toys. No need to kill yourself to help them grow their business if they can’t make it right.

The post Pricing Mistake + Rude Vendor. How Would You Handle? appeared first on PETSPLUSMAG.COM.

Kaitlin had even brought in more gifty items to build that part of her business. New coffee mugs and picture frames showed well on the shelves surrounding her checkout desk. It all made for a complete buying experience for people and their beloved pets.

The doorbell chimed, letting Kaitlin know a customer had walked into her store. She went to the front and said to the person, “Good afternoon. How can I help you today?” The doorbell chimed again. Kaitlin looked to greet the new arrival, too, but noticed the woman was deep in conversation on her cell phone and had a young boy at her side. As soon as the door closed behind them, he ran to the toy area.

Squeaking soon started. Once Kaitlin finished ringing up the first customer’s purchase, she headed toward the noise, finding dozens of toys on the ground and the child reaching for her store cat, Ghost. The woman stood nearby, still talking on her phone and ignoring the boy’s actions.

Before Kaitlin could ask his name to redirect the child’s attention, he ran to another display, grabbed a long ball launcher and began running toward the checkout counter, hitting shelving and products along the way. She waved at the woman and said, “Excuse me.” They made eye contact, the woman pointed to her phone as if to say, “I’m on a call,” and then turned her back on Kaitlin and the boy.

Kaitlin rushed toward the checkout counter and put herself between the boy and the breakables, yelling over to the woman, “Ma’am, I am going to need you to get your child before he hurts himself.” The woman covered her phone and said, “He’s just playing. I’m letting him pick out a toy for our dog while I finish this call. I’ll be done in a few minutes.” She then continued her conversation. Kaitlin was at a loss for words.

Amber H.
Weatherford, OK

I would ask the mother to remove her child from my store until she is done with her call and willing to supervise the child.

Jennifer L.
Wenatchee, Wa

This happens, but I wouldn’t say enough to warrant overreacting and potentially losing a customer. We have a lot of staff on at all times, so one of us will generally step in and distract the child until the parent is done “shopping” or whatever they are doing. We might show them the cat room or politely explain that they need to slow down, be careful. But we like to make all kids feel welcome and have fun. We offer them popcorn, a free fire hat, and even a kids shopping cart to fill up. They will be pet parents themselves soon enough, and we want them back as customers. As for the parent, hopefully it gives them a needed break and they appreciate our help and don’t make it a habit! I don’t see it as much different than people who don’t watch their dogs and they pee on things. That happens much more often.

Michelle M.
Osprey, FL

What I would want to do and what I would do are two separate things. I would want to put the leash we have behind the counter for loose dogs around the kid’s neck — then fill one of our Nina Ottosson puzzles with M&Ms to keep him occupied. What I would probably do would be to interrupt the woman’s call and say she is responsible for anything he damages. And could she please take him outside to finish her call if it’s that important. She also needs to be reminded about child safety around unknown pets and that you don’t reach for cats who do not know you (and some that do).

Stephanie S.
Amarillo, TX

I have a box of color-changing pencils. I immediately engage the kids and tell them that if they hold the pencil in both hands really tight and warm it up, magic happens. It helps most of the time!

Rachael C.
Mandeville, LA

Distraction is usually the key. We have a koi pond. I distract wild children by offering to let them feed the koi, which they usually love to do. I tell them they have to feed one pellet at a time. That generally keeps them busy until their parents can pay attention. It usually thrills the parents, too, so it’s a win-win. If they’re being wild around or to our animals, I very firmly explain that we do not allow anyone to mistreat our animals, and I had better not see it again. I get right up in their face so I have their attention and it doesn’t cause a scene. I’m not mean, but they know I mean business. I have yet to have that fail.

Sylvia Glee T.
Adamsville, TN

There is an old saying, “Mind your children or don’t mind if I do.” We had the same scenario a few years ago with a very competent manager, Jean. An out-of-control child was pillaging the shop while his mother ignored his antics. Jean, an excellent dog and horse trainer with a firm but pleasant voice, told him he couldn’t behave that way in our store. His mother left with her son in a huff. Jean apologetically told me she thought she had run off a customer. I told her that I didn’t need that kind of customer and that she had handled the situation entirely to my satisfaction.

Kathryn M.
Richmond, MO

I would ask the kid his name, then ask what kind of toys his dog likes. Hopefully that will direct him back to the toys. Next I would help him pick out the perfect one and have him take it to his mother. Hopefully this ends the craziness and gets them out of the store. But demanding she get off the phone or chastising the child will most likely end in losing a client or getting a bad review. Which sometimes you have to accept when putting your foot down because someone is being unreasonable.

Becci S.
Scottsdale, AZ

If I was free, I would help him select a toy, while keeping disarray to a minimum, and then require mom to pay and move them out the door. If busy, I would interrupt the phone call to let the mother know that her child needed supervision and politely remind them that they are dog toys, not toys made for children. I wish I could post a “No Children Allowed” sign in my store as so many venues have such signs against dogs. Ha ha.

Doug S.
New City, NY

Children as well as pets are always welcome in our store. But the golden rule, that all entering see on a sign, is that they must be well behaved and owners must be in control of them. This person’s behavior was quite rude but so typical of today’s “new age” parent. We are not a babysitting service, and you cannot abuse staff or merchandise because of your lack of monitoring. Put the phone down. Social media or your call is not important. Being a good parent and good citizen is.

Karen C.
Delavan, WI

This is certainly a real deal! We are faced with this often. We do address the parents and, if needed, the children directly. We explain that safety is a priority! Many people come in with dogs and kids, so we have to have everyone on their best behavior. Our liability is real! In this case, I would have persisted with the client until she got off her call and addressed her child. If it costs us a customer, we will take that chance. We want our store to be a safe, friendly place for adults, kids and dogs!

Jennifer Moore B.
North Ridgeville, OH

Treat the child like an untrained puppy. Take the ball launcher out of his hand, redirect his attention to a nonbreakable toy, enlist his help to rehang the toys, talking about his dog and what toy the dog might like. Ask lots of questions. Keep redirecting to nonbreakables. Once mom is off the phone, make sure you add any broken items to her bill.

Barbara C.
Thornwood, NY

I definitely would not let the child continue to wreak havoc. Typically, an inattentive parent will not want to pay for damages. I would try to redirect the child, ask him to come look at the animals or ask if he wants to feed the dogs (or in this case the cat) a treat. I would ask him about his dog. If all that fails, the parent must get off the phone for the child’s and the store’s safety, even if this means sadly losing a customer.

Brett F.
Owego, NY

Kaitlin should follow the child around the store, pick up every broken item and add it to the mom’s tab. I won’t police your kid, and you’ll pay for what he breaks. Same as if a dog marked items.

Beth K.
Irwin, PA

I have told children that they can’t touch breakable items (even bagged bakery treats) because I can’t sell them if they’re broken. So far, it’s been enough to get the attention of the parent, who then addresses the child. In this case, I don’t know that I’d be so nice as the potential for the child or another customer to get hurt isn’t worth the risk. I would take away the toy, telling him that we don’t allow that kind of behavior and that I don’t want him to get hurt. If that didn’t stop the child, I would tell the mom to get her child under control before he gets hurt. I’d rather lose a sale than have a child get injured or lose tons of merchandise. Mom is probably going to be angry no matter how you handle it, so do whatever it takes to stop the behavior.

Dawn T.
Vero Beach, FL

No, it is not her job to chase the boy through the store, and even if she did tell him not to touch anything, he probably would not pay attention. It is best for her to kindly tell the woman that her child is wreaking havoc while she is on the phone, then strongly suggest that she and her child exit the store until she is off the phone and able to pay attention to him. In the meantime, yes, for every item he breaks, place it on the counter for the mother to pay for. This enables her to clean the products up and pay attention to the customers who are there to really shop.

Jonathan
Mars, PA

Kaitlin should help the kid pick out a LARGE pile of appropriate toys for his dog while his mom is on the phone. In the future, she should keep in mind that pets often come with families, which often include kids. She should arrange her displays accordingly if she wants to run a family-friendly pet store. Otherwise, open an antiques shop.

Kristina R.
Falls Church, Va

With today being so fragile in the way you can act, talk or look at a child, I would face the client head on: “Ma’am, I know this call must be important, but so is my store. I’ll need to ask you to leave if you cannot help your child clean up the mess he’s made in my store. I’m happy to help you both pick our a toy for your puppy.”

Penny M.
New London, NH

I would take the child by the hand, walk him over to his mother and place his hand in hers. Then I would inform her that she needs to hold his hand until she gets off of the phone, that my store is not an amusement park. If she cannot do that, please go back to her car until she can pay attention to her child.

The post Creative Ways to Handle Out-of-Control Kids in Your Pet Store appeared first on PETSPLUSMAG.COM.

Melanie greeted customers and made sure her employees were promoting the “Fifth Saturday” sales and taking dogs to the back for their grooming appointments. There was a line of customers at each register waiting to check out.

As she was talking to a new customer about food for their puppy, one of her groomers, Amy, came running through the retail area crying, with a towel held up to her face. Melanie asked one of her sales associates to finish helping the customer and excused herself to follow Amy.

She caught up to her groomer in the bathroom, where she found Amy splashing water on her face. When Amy looked up at Melanie, she burst into tears. Melanie looked at her face and saw blood seeping from her mouth and nose. “What happened?” Melanie asked while reaching into the bathroom cabinet for the first aid kit.

Through her tears, Amy said the dog she was bathing turned and bit her in the face. Melanie moved closer and saw that the wound on her lip was bleeding nonstop. She grabbed her keys and took Amy straight to the ER.

After checking her in and waiting until Amy was taken to a bay, Melanie pulled out her phone to watch the replay of what happened on her store cameras. She saw that Amy was not paying attention to the dog in the tub and didn’t see the signs of stress he was exhibiting. Amy was rinsing the dog with one hand and looking at her phone with the other. Melanie watched the dog stiffen and curl his lip up again and again while Amy was on her phone.

When Amy put the phone down to turn off the water, the dog turned and bit her when her face got close to his. This could have been avoided 100%, Melanie thought as she put away her phone.

She looked over and saw an animal control officer at the ER check-in desk. This is a huge mess, Melanie thought as she slowly walked toward the officer. She was worried about what would happen to the dog, and she was worried about Amy having permanent damage to her face.

Sheila R.
ARLINGTON, VA

Absolutely share the video with animal control and give your professional opinion. Make sure the officer knows that the dog gave many warnings that were missed because the employee was on her phone. Tell them that you are not assigning blame, but that this was not an “attack.” Use the video as a training tool for all staff to show what could have been done to avoid the incident. (After you black out the employee’s face and stop before the bite).

Vincent S.
NORTH BRUNSWICK, NJ

The owner should ensure her groomer is fully taken care of, then determine vaccination status of the dog. Assuming the dog is fully vaccinated, she should tell the dog owner about the bite so she is aware that the dog can bite when anxious. I would not involve animal control, nor mention the video at this time. The groomer needs to be counseled that it is never OK to lose concentration on a dog in grooming, as that is when accidents happen.

Jacqueline L.
WILLIAMSTOWN, NJ

Melanie should contact her commercial insurance company first. There may be workers’ compensation for her employee’s injuries. When animal control inquires about the bite circumstances, they will ask for any video available. When the lawyers get involved, they will request video and the employee’s phone records, which will show she was distracted. Change and clearly post employer policies regarding the usage of personal communications devices at work, especially when handling any animals.

Beth K.
IRWIN, PA

I believe in being truthful so, yes, I would tell the officer as well as the owner that Amy was at fault. That being said, I always ask at check-in with a new client if the dog has ever bitten anyone, including the owner. Then everyone knows to be extra careful. Even so, Amy should not have been on her phone. I don’t know that I’d mention the video right away. I may take a wait–and-see approach based on the fact that I was truthful about what happened. I would have a no cell phone rule during work. They can check their phone on breaks or after hours. Any emergency calls for employees can come to the salon.

Marcia C.
SPRINGFIELD, VA

The existence of a video of the incident doesn’t change the situation. Animal control still had to be called. The animal, depending on the jurisdiction where the bite occurs, will need to be quarantined. And the grooming salon’s workers’ comp still has to pay for medical needs and lost time — even though the groomer wasn’t paying attention and didn’t see the dog’s warning signals. The groomer definitely needs to be reprimanded and a policy of “no cell phones” in the grooming area needs to be put into place to ensure staff are paying attention to doing their jobs and not their phones.”

Christine F.
SAINT CLOUD, FL

She should definitely be truthful with the officer and share the video. The outcome is going to be the same no matter what the story. She can teach her staff how to read dog body language and have a no-phone policy when dealing with animals. She should also offer solutions if negative behavior is being observed. This should be taught before anyone is even allowed to handle an animal.

Penny M.
NEW LONDON, NH

They should let animal control know what happened, but be sure to let them know the dog gave plenty of warnings. You can solve this by making sure your groomers NEVER have their phone in their hand during any portion of the groom. Eyes and hands on the dog. I would also put a note in the employee’s file listing exactly what happened with how many times the dog warned and note that she was on her phone.

Doug S.
NEW CITY, NEW YORK

Though any dog can bite at any time, a professionally run grooming salon operates in a way to avoid it at all costs. With that said, here’s my read as a groomer for three decades: First, did that groomer bother to temperament test the dog before it even was groomed? Second, there is absolutely no cell phone use of any kind during grooming. Any distraction can be lethal to the animal as well as the groomer. You are taught this from day one if you attended the right grooming academy. Third, this is the groomer’s fault, 100%, period. They need to own it and correct their ways or be gone. If you showed that video to me and it was my dog, I would see the ineptness of the groomer and not return as well as tell my friends about the lack of attention of the groomer in relation to what should be the proper handling and care of my dog. They are lucky nothing worse happened.

Brett F.
OWEGO, NY

She should tell the truth, but not throw Amy under the bus that it’s 100 percent her fault. Yes, if she’d been doing her job correctly, it could have (most likely) been avoided. At least in the sense that she would have been aware not to get her face near the dog. However, this dog has trust issues and maybe isn’t the best client for grooming. Melanie should mention the video. The officer and owner should be notified of the dog’s behavior. Melanie also needs to put a cell phone policy in place and enforce it. Pull Amy aside, show her the video, and have the conversation. Tell her she’s a valuable employee but not irreplaceable. Remind her that ignoring the signs created as much trauma for the dog as it did for her.

Heidi N.
ROCKLAND, ME

This one is totally on Amy, and Melanie should share that information. I would be curious if they have a no-phone policy, because she clearly violated that, but also, as a groomer, her job is to care for and be aware of the dog, not scrolling through her phone. I would never be OK with myself if something happened to that dog — it was definitely not the dog’s fault in this situation.

Cindy Michelle M.
OSPREY, FL

OMG Amy is so FIRED. There is no way being on one’s phone while actively having a dog in the tub should be allowed. It seems the dog was trying to warn and shouldn’t be punished or worse yet be euthanized for biting someone who was not paying attention. The staff needs to be counseled and retrained if necessary. Rules need to be in place regarding phone use if they aren’t already.

Dawn T.
VERO BEACH, FL

Yes, Melanie should surely tell the dog’s owner about the incident and that she has the incident on video, see if the owner would like to view the incident but also tell the owner the incident was Amy’s fault. As for the animal control officer, in some states she has no choice but to report it, considering she already knows who is at fault and that the dog was in distress it is clear that the dog was not the aggressor. It does show negligence on her employee’s part though. However, she should contact the owner first. Yes, she should most certainly mention the video. There is no reason to hide it. Melanie helps prevent this from happening again by making sure employees do not have their phones on them while at work for their safety, the dog’s safety and the store’s reputation.

Ramie G.
EVANSTON IL

This is why you should have insurance. There are several issues: Where we are, in Illinois, the customer is always responsible for their dog biting anyone, anywhere. You will need to discuss this with your attorney, and you will also have to address the groomer’s responsibility when it comes to workers’ comp. There should be something in writing that spells out groomer behavior: no watching tv or on phone, no texting, etc. when they are with a client’s dog; when the dog is in the tub or on the table, the dog cannot be left alone, etc. The shop has cameras, and they should be spot checking them because this was probably not a new behavior and should have been addressed before something bad happened. This happens when things become lax and the store owner or manager should be checking in all the time. Thankfully another client’s dog was not injured. They need to talk to the animal control officer so they understand the events.

Trace M.
HOUSTON, TX

Melanie should not only throw Amy under the bus, but she should also jump in the driver’s seat and run her over a few times! I think she should reveal EVERYTHING … for the dog’s sake, for Melanie’s own growth, the business owner, and so that the dog’s owner will know the truth!

Carol W.
ST. LOUIS, MO

We take employees to Urgent Care and have left the decision on reporting the dog bite to the tending doctors. To date, we’ve never had a doctor refer a bite to animal control. Fortunately we’ve never had a severe bite. But this is a good reminder to ensure our newbies keep their cell phone in the drawer while grooming.

Jennifer Moore B.
NORTH RIDGEVILLE, OH

I think honesty is the best policy here. If the groomer wasn’t paying attention to the signals the dog was sending and got bitten, the dog should not be blamed for an unprovoked bite. Not sharing the video would really look bad if it came out later that there was video. Emphasis on bite prevention, paying attention to body language and signals and most important PUTTING YOUR PHONE AWAY AND DOING YOUR JOB should be part of employee training.

Tasha H.
DICKINSON, ND

I would share that upon investigation, it was found out that the staff was distracted and not picking up on stress signals from the dog, that the owner will be having a safety course for employees and that there will be disciplinary actions for the employee. I would not show the video unless necessary. I would pay Amy’s medical bill and fire her.

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Scrolling through the videos, Cindy quickly saw why this platform was so popular. She started making a list of videos to make and popular hashtags to use. I wonder if anyone has used my store as a hashtag, she thought, while typing in #darbysdoggiehouse.

To Cindy’s surprise, there were several videos with her business tagged.

She smiled at dogs shopping in the store, products sold to her customers, and silly videos of pups running to her front door. As Cindy continued scrolling, an unusual video popped up.

At the time, she didn’t know what a “duet” was, but the video showed one of her employees dancing in an inappropriate manner, then in the second half, a person was laughing and telling him not to quit his day job. She watched the video over and over, wondering why her business was tagged, then saw it: Her employee was wearing a Darby’s Doggie House shirt. Cindy watched the video again and realized it was taken in her store.

She could see the checkout counter behind him.

Cindy paused for a moment to understand what she was watching. After clicking a few more buttons, Cindy found her employee’s account and started looking at the other videos. More than a dozen had been taken inside her business
while he was wearing its uniform.

She scrolled the comments and saw her store tagged a few more times, with captions saying, “Wow, I’m surprised Darby’s Doggie House allows this!” There were also comments that read, “That store looks awesome. I’ll have to stop by!”

Cindy put her phone down and sat back. She thought, “What am I going to do? I don’t want my employees thinking I was snooping, but making videos on the clock and while in uniform is against company policy.”
Some of the comments were great, but others were not. Her employee manual sets parameters around social media, but it lists Instagram and Facebook only. Cindy shook her head wondering what her next step would be.

Carol W.
st. LOUIS, MO

Let the employee know you really enjoyed some of his TikTok content with the store hashtag. Then tell him that posting videos to his personal account during working hours is prohibited and that some of the content could be offensive to customers, so please refrain from wearing the store uniform, in general, when filming for personal content. Have a nice, calm, cool discussion.

Catrina N.
HOUSTON, TX

Be direct with the employee on how his choices could impact the brand and ultimately his paycheck if they were to hurt the business. I would then give a healthy alternative, offering to let him help manage the store account and come up with content. This approach does three things: It addresses the problem in a constructive way without condoning the negative behavior, shows interest in the employee while encouraging creativity, and protects the store’s reputation and integrity.

Janelle P.
PLAINFIELD, IL

Absolutely speak with the employee and ask him to take down the videos. Next, amend the social media agreement to include all social media — not eliminating any options by using “social media” as all inclusive. Also, I assume the employee was being paid for the time the videos were recorded on company property, and that is “stealing time.” Explain that neither of these choices is acceptable. If there’s arguing back, discipline based on stealing time (as again, I assume he was paid for this “work”). If videos are removed, move on. Also I would hope that there is a “professional representation code of conduct” in Cindy’s employee manual. If so, this could be used for discipline, as well, since he was in uniform and on the property. Being that TikTok is newer than the employee manual, it doesn’t eliminate it from a social media policy, but there is a loophole for the employee to claim “he didn’t know.” However, stealing time/professional misconduct, seems rather clear.

Jess C.
STANDALE, WALKER, MI

As an employee in uniform he has the responsibility of acting in a professional manner and representing the store positively. If the employee would like to continue filming videos in uniform and/or in the store, they must be approved by the manager first. If he does not get approval beforehand, it could result in termination. You have to control your brand image.

Brett F.
OWEGO, NY

First, Cindy needs to modify her manual to include all social media platforms. Then a conversation with the employee with a request to delete the videos she is not happy about. If he refuses to delete, he’s fired. If the employee deletes the inappropriate content, seems contrite and continues to do the right thing, she should encourage him to use his influence on the platform to make appropriate, yet fun and even silly videos to draw folks to her store. After that, work on creating informative videos about products as well. If she can direct the employee’s energy toward a positive message about her store, it’s a win for everyone.

Jennifer M.
NORTH RIDGEVILLE, OH

Looking at posts that tag her store isn’t snooping, it’s keeping track of her online presence. I would ask the employee to take down the inappropriate videos, and then explain that the social media policy has expanded to include TikTok.

Ben H.
PITTSBURGH PA

I would ask the employee to keep social media in the store about the store. I would let them know that I am not against it, as long as it is in line with the store’s values. If they are good at social media, they could use their skills to help out and do some of the store’s social media.

Tasha H.
DICKINSON, ND

I would visit with the employee about the inappropriateness and making personal TikToks at work, but also flip to the positive side and talk to them about participating with store-related TikToks. If the employee is acting appropriately and positive in videos, and maybe incorporating customer pets (with approval), I don’t see a huge deal with TikToks at work as long as it’s not a lot, customers are handled and not upset, work like stocking and cleaning is managed and getting completed. If not, that’s a different conversation.

Paula G.
MUSKEGO, WI

I have seen videos similar to this on TikTok, and most of the people blur out the name of the store/business. I think this could be a positive thing for Darby’s. Right now, TikTok appeals to all age groups. I would ask the employee if he would like the “job” of doing TikTok videos for the store, then give stipulations, such as that if he puts a video on his personal page, it cannot have the store logo on it. Give guidelines as to what is appropriate for store videos. Keep an eye on what he is doing. Social media is a great way to get new customers, and TikTok and Instagram are the younger people’s social media. I have found that social media, whether Facebook, Instagram, TikTok, Twitter, newsletters, emails, Google business, are wonderful tools to help grow your business without spending a bunch, but they take up so much time.

Trace M.
HOUSTON, TX

I would totally tell the employee to take them down and remind him that no videos in the store like that can be posted without prior approval. I’d write the employee up so that it’s documented.

Diedra G.
MCHENRY, IL

I think she should update her employee handbook to include all social media. She should also collaborate with her team to create content that is current yet appropriate.

Ramie G.
EVANSTON, IL

Cindy can make her own decision to try TikTok for marketing her store, but what the employee is doing is wrong. He is supposed to be working. I would fire him immediately and demand that the videos of the business be taken down as he has no authorization to use her location. We had someone doing this (posting on social media) while working. She was complaining about customers and generally whining about having to work. She was also a part-time teacher at a parochial school. We fired her for cause, and I sent a note to the school — she was doing the same thing there, only her complaints were about the students and staff. They also fired her. Our attorney wrote a letter indicating that she needed to delete the posts or we would sue, and she did delete them. I never understand what people are thinking when they choose to document their own bad behavior on social media, except that they must want to get caught.

Shelly N.
ESSEX, MA

Unfortunately on social media, you will always get mixed reviews no matter the content. There will always be haters. That being said, I do think that Cindy should bring it up with her employees. I would not consider her finding the videos of her employee as snooping. They were the ones encouraging her to get a TikTok account, and those videos are public. Cindy should have a group meeting and go over social media expectations and rules, and discuss what she finds appropriate and not. Then she should start making videos of her store and include her employees if they wish to take part.

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