Retailer Peeves

We have all sat through lectures, usually from young men and women with little practical experience, on the value of customer service. With out a doubt service is a valuable tool in building business, and rightly distinguishes the independant pet supply retailer from the big box chains.
We have all heard horror stories about the level of knowledge and the quality of service provided by the chains. At the store that I managed for the last five years a week rarely went by that I wasn't a sounding board for irate people who went first of all to the chain for product or grooming, and were not happy with the results.
Having said that I find that I have also been disappointed and frustrated in watching good service go down the drain. I would venture a view that in London. Ontario, price trumps service.
How many have had to listen to usually a man complain after buying six cans of Fancy Feast at $.50 ea that his cat is eating better that he is. How do you explain to this man without insulting him that a steady diet of this food might well result in vet bills down the road. How do you explain to a customer that the purchase of a Gentle Leader will not turn his or her dog into a fully trained animal overnight. How many have had the customer return an emply bottle of stain remover which she says does not work and wants a full refund. Does it take the full bottle before you realize that it does not work? Or is that customer trying to get your store to pay for her cleaning?
How about the WalMart customer who wants you to give his kid a job? He is quite insulted when you don't.
Clothing I have found is a money loser in the London market. People simply do not know their pet's size. Returns are often unsaleable, and can only be written off. Besides they can get it cheaper at WalMart.
There is the grooming customer who has no intention of paying. They will throw a fit, and demand that you not charge them because of shoddy work. I have been around groomers for 40 odd years, and groomed myself for a number of years. I know a bad groom when I see one. I also know what they are trying to do.
I could go on and on. The saving grace is the customer who treats you like a human being, and truly regards their pet like a family member, and wants to do the best that they can with the money that they have to spend.
I have found that at the end of the day going to the back entrance of the store and screaming helps.
Bruce

Sizing For Collars And Harnesses

Sizing for collars for your dog is relatively easy. Use a cloth or another flexible measuring tape. Measure around the dog's neck to get the size in inches or metric. I like to add one inch for my dogs. Puppies like children are more of a problem. I find that I am going to go through two or three collars before my dogs are grown(just like the kids). In the last few yearsI have favoured using cloth choke collars with the puppies not because I want to choke the little buggers; but because they seem to last me longer.
For harness and clothing you need to do a bit more. I work in a pet store, and managed one for several years, and yet I am continually taken back by the number of people who do not know their pet's sizes. Usually they will tell me the breed, and expect me to know exactly. Dogs are individual. Even in one breed there are differences in length or chest size which can make a difference. Also there does not seem to be a consistent agreement between manufacturers over size.
Measure the neck, chest just around the legs, and length. Go by those measurements not S, M, L.

For Bling Dog collars check out http://www.petmansemporium.com/

Those Little White Striped Devils

The day your dog gets nailed by a skunk, it will be after-hours at your local pet store or veterinary clinic. You will probably then resort to using tomato juice or some other home remedy and end up smelling like a skunk yourself for the next two weeks!
Years ago I hade a male Scottie that never seemed to learn. I can attest to the fact that tomato juice alone does not work. Many attest to the following receipe:

1 quart or 3% hydrogen Peroxide 1/4 cup of baking soda 2 tbsp of a dish detergent. Mix all of the above and work into your dog's coat.

I have found that bathing immediately after being sprayed is a mistake. Don't if possible let the dog into the house before you start working on the smell. I found out that that was a big mistake later in November when the heat in the house came on with a distincly skunky aroma.
I prefer using Nok Out. It works on the skunk odour, and is versitile in that I can use it on urine odour, mold or anything else that stinks. If you want more info check the link to Nok Out on www.petmansemporium.com