The pet store experience
BY ROCHELLE HAWTHORN
Towards the end of last year I changed jobs, from doing research into veterinary marketing and product development to becoming the assistant manager for a new combined pet store and veterinary clinic. My previous experience has been as a veterinary nurse at a few clinics throughout Wellington and the new job was an opportunity to combine my passions for animal health and client education.
Being that the store is both a pet store – which is a concept everyone understands – and a veterinary clinic, which we are still finding we need to point out to our customers, has created both challenges and opportunities. Offering pets for sale certainly brings customers into the store, I think mostly because of a curiosity to see what we have more than anything else. But we do have some wonderful pets, who we look after well while they're under our care – of course, that makes up a large part of our jobs.
Having a veterinary clinic on-site provides benefits too, being that we have a full-time veterinarian who can check on our shop animals at any time, we have surgical facilities on site, consultation facilities, and a cattery upstairs as well. It definitely makes for a busy (and as mentioned before, challenging) workplace!
Over 70% of the staff are qualified veterinary nurses, which means we're passionate about our jobs and the animals we care for in store as well as our client's pets. It's great to meet customers who have brought their pets in to see us. We see plenty of dogs and cats, and often rabbits, rats and guinea pigs, as well as cage birds and the occasional cockatoo. There's always a collection of treats behind the counter for our new friends to snack on.
We're lucky in that we're in an area with lots of parking (nothing worse than trying to find parking at your vet clinic or city pet store!), and we're open a little longer than most pet-only stores because of the veterinary side of things. We often have special promotions and sometimes giveaways, which are always well received.
I often hear stories about people's experiences in pet stores, both positive and negative. I suppose for the most part it's like any shopping experience really – you make judgments based on the service, atmosphere and overall experience you have while in store. At our store we try to make people feel at ease and welcome as soon as they walk through the door, without being overbearing or pushy. I know I don't enjoy those sorts of shopping experiences myself.
Even if you don't normally visit pet stores, check one out next time you're near one and tell me what you think. How was your experience? What do pet stores do well? What can they improve on?
Veterinary nurse Rochelle Hawthorn is a co-director of The Pet Hub, a website created as a first stop for New Zealand pet owners looking for animal articles and product reviews, and to share ideas and experiences. It's also on Facebook.
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Where is this clinic/shop? If it's in Wellington I would be interested to know.
Personally my favourite is the new Pet/Vet shop in Porirua-by Bond & Bond in the Megacentre. I always go there now.
Does anyone know if there are any butchers around Chch East that sell dog bones? I know the mad butcher does but dont know of anyone else.
I go into pet shops a lot. My favourite feature is where you can interact with the animals. So the animates glass fronted puppy cubes are utterly unappealing. I can understand that the animals need to be protected from idiocy though.
One thing I find interesting about Pet Stores, is the different level of pet smells. I went into a wonderful Animates pet store in Tauranga, nicely laid out, clean, happy animals in nice light bright large areas with no awful smells at all.
I understand that some odour will always be present in most pet stores but when the smells "hit you" as soon as you walk in the door, one does ask them self, how often are the pets tended to by staff.
I wonder if others notice this or do I just have an overly sensitive nose!!
@Jason #4, it's not Chch East, but Westmeat in Hornby does dog bones/meat. Easiest though if you call them the day before & order some, they can free flow freeze them for you. They do big boxes of lamb flaps/ribs too.
Most butchers will put aside bones if they know they have a customer for them, so probably best to find one in your area & call/talk to them. Even supermarket butcheries will do it if you talk nicely to the manager & organise a regular pickup date/amount.
The worst pet store i ever went in was somewhere on the North Shore in Auckland when i was on holiday. It had a huge half that was dedicated for birds which consisted of cages upon cages lined up on benches with all sorts of parrots in cages that were obviously far too small for the size of the bird. They had a pet macaw that wasn't for sale which was kept in a cage the size of what my lorikeet is in now (so far too tiny), he was never let out to fly and all his tail and wing feathers were half gone coz there wasn't even enough room to stretch without hitting the bars. I see so many birds cramped up like that looking thoroughly depressed :(
I've always wanted to know where the animals go at night.
Kittens and puppies that spend weeks in those tiny glass cells don't spend the night there. Do staff take them home? If so how can you not keep them?
I would much rather see pet stores with a free range layout for animals - let the cats and dogs spend more time in an open environment. Of course given the cost of retail space - its uneconomic.
Purely out of interest, what sort of vetting (pun intended) do you do on prospective owners? If someone has the cash right there and says, I'd like to buy this puppy, what kind of power do you have to make sure this puppy is getting a good home? Presumably it isn't like a shelter situation, where property is inspected etc.
It's something that's always made me uneasy about pet shops, what checks and balances are put into place to make sure that the 'sale' is in the animal's best interest, rather than the store's profit margins. I'm sure that the staff usually do have a genuine love for animals, but have always wondered about stores turning away a sale.
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I love pet stores but preferably the ones that aren't so cluttered you can't move without falling over. Favourite one would have to be the one by Nosh in Glen Innes Auckland. Always makes me a bit sad when its hot and stuffy and the poor wee puppies and kittens are all by themselves in a little room or box.
The whole Vet Clinic/Pet Store thing sounds like a brilliant idea you start to form bonds with the owner as soon as they get their pet especially if you have some way of recording their details on purchase and remembering them when they come back for vaccinations and teeth cleaning etc.