pet store loyalty

[Kyle@theHeathertoft]

You know, its funny reading all these posts and actually seeing the reality of what people think about chain pet stores. I personally work at one and i'll tell you i do have co-workers that have NO idea about some things and will try and bs just to sell you something, these are the people I (keyword) usually end up helping with their return or animal not eating. I feel i can actually help people with most of their concerns because i KNOW Iguanas and Chinese Water Dragons are difficult to keep as adults and you need some good responsibility to care for them. I know a Burmese is going to possibly get 20 feet and eat pigs, its very true and most people are suprised by this when i tell them. I tell people the truth, don't buy those dial thermometers, they DON'T WORK! Or i have to tell them that they can get 1000 crickets for the price they pay for 150. Do you want a Hamster to hold for a while? Do not get a Roborovski Dwarf Hamster. Want to know a lot about Saltwater aquariums? Sorry thats not really my area, so i can suggest somewhere to find information. I feel that if your as honest as possible to people and can sell them what they actually need, rather than what we think they need, they appreciate it. I'll tell you I've only worked there for about 4 months and i get more compliments than ANYONE ELSE in the store, customers WAIT to talk to a manager about me and its only because i'm honest with people. Its a very unfortunate thing that many of the other stores in the world are filled with unqualified people who are just trying to make a buck or two.

I firmly believe that honesty is the best policy...customer loyalty is driven by it. Due to allergies I can no longer work in the small animal department (though being crosstrained I help out over there when needed) and now work in the salon (don't say it. seriously.) but I do go out into the store to offer customer service.

I can't tell you how many people I've talked out of crap like the "pedi-paws" (THEY DO NOT WORK!!! For the same price, go buy a cheap dremel at Lowes or the Home Depot.) and whom I've told to look elsewhere. People appreciate the honesty...I take my job seriously: I am paid to help our customers find solutions to their problems, and if that means telling them to look elsewhere I do so.

These same customers will drive out to our store to buy dog food or cat litter or herp supplies, even though the local Wal-Mart is closer and cheaper.

This is I think what is hurting large chain stores...they ALL need to emphasize honesty to their people. We've got it at our store, and we don't pull the crap some stores do (I talk people the hell out of buying herps from us, and reccomend the local exotic animal expos). In the short term, it reduces sales...

...but long term it drives loyalty and helps people keep their pets happy and healthy. Repeat customers are where our revenue is, dangit...and if talking someone out of a piece of crap makes them want to come back, so be it!

Must brag a moment. There's a reason I was voted this month's "Associate of the Month," LOL. First time in the like...two+ years I've worked there...totally took me by suprise.

But like I said, we had a nightmare-store that was mom-and-pop, chain stores are not the only ones that have the potential to suck. Some are better than others.