Wednesday, December 28, 2016

Deer Park, New York Team Member Couldn't Sell Neighbor What She Wanted (and Won Her as a Neighbor For Life)

Sometimes the right supplies for our neighbors and pet parents aren't always the ones we sell!  Alberto in our Deer Park location saw an opportunity to help one of our neighbors with a crate used for item displays, and she wrote to tell us what it meant to her and Lady, her aging Jack Russell terrier:

Several months ago, probably back in March 2016, I visited your store in search of an elevated food bowl(s). My Lady (Jack Russell) was almost 17 years old. She was frail and weak. She would often fall into the bowls. She needed precisely the right height bowls so that she could comfortably feed . I measured and I knew what was needed. None of your products were the right height. I tried building my own stuff at home as well, with no luck. I searched other stores with no luck. It was heart-breaking seeing my Lady like this. We continued to help Lady as best we could. 

Your store did have something that was the correct height. It was the wooden storage bins that you display your products in. I spoke with Alberto and asked if I could purchase it. He was unsure and consulted with his boss. He did several things that morning, trying to find solutions for my Lady. He came back to me after talking with his boss and said that they could not sell me the storage bin, BUT wanted to give it to me in order to help Lady. My heart just filled with gratefulness and joy. I actually cried on the way home, as I felt we had finally found something to help her. It did. She was able to feed and not fall into the bowls. It made her remaining days more comfortable. For that, I am so eternally grateful. Alberto and his boss, that day, showed a simple act of compassion and kindness that I have not forgotten. Lady passed away on May 5. It was a horrible time, as we had lost our other 14 1/2 year old Jack Russell in October, 2015. My heart will never forget his effort and kindness. We recently adopted two Jack Russell puppies and you will have us as customers. Thank you, Alberto! 

Wednesday, December 21, 2016

Sunrise, Florida Team Member Takes Care of a Pesky Itch

Team member Jake at our Sunrise, Florida location received accolades from our neighbor Shelley.  Jake jumped to the rescue of two itchy golden retrievers with his outstanding dog food knowledge...

I am writing to let you know how much I appreciate the outstanding customer service I always receive from Stacey and your staff. Everyone in that store is awesome. I was at a complete loss of what type of dog food to put my golden retrievers on due to itching issues. They were both currently on Nutro Lamb and rice. The employee I interacted with that evening was Jake. I informed him of my concerns. He was very knowledgeable about your store's product line and seemed genuinely interested in helping me find the right dog food, which he recommended Zignature Salmon and Trout. Because of his efforts, I am very satisfied with my purchase. I will always continue to visit your store in future, as well as recommend it to others. Please let Stacey and Jake, as well as the other employees in your store, know that their efforts do not go unnoticed. You have a great team that makes customer feel respected.

Wednesday, December 14, 2016

Galesburg, Illinois Team Members Deliver Outstanding Neighbor Service

The team at our new store in  Galesburg, Illinois is really making an impression on neighbors.  Neighbor Charles took the time to write us a great note about how the magic just kept happening for him each time he came into the store!

Never before have I experienced the outstanding customer service I have received each and every time I have entered your new store location in Galesburg, Illinois. My mother, who is 91 years old, has a King Charles Cavalier, so I do most of her errands including getting all the needed supplies for her dog, Myron. So last week she needed several items for Myron, a new leash, a new collar, and a long length yard leash. The moment I entered the store for the first time, I was greeted by Tracey at the cash register who welcomed me to the store and offered assistance if there was anything I needed. I explained to Tracey I was looking for a certain length of yard leash and a new collar for my Mom's King Charles Cavalier. Tracey immediately guided me toward the correct aisle and she paged Sara who met me there in seconds. Sara described the variety of yard leash lengths you carry. Aury then assisted me with finding a collar, and demonstrated the adjustment features. I purchased the 2 items and took them to my mom's house, and she was very pleased with the quality of both items. But I had a slight problem adjusting the collar for Myron, so I took it back to the store and Stephanie was close by the register and offered to assist me adjust the collar to the right length. I explained to Stephanie that I had purchased the collar for my 91 year old mother's King Charles Cavalier. Stephanie immediately inspected the large metal clip that opens and closes the collar, to insure that it would be easy for my mom to squeeze the two clips in order to open and close the collar. Amazing that she was concerned about the ease of opening and closing the clasp for an elderly woman! I took the collar home after Stephanie adjusted it and it worked perfectly. Mom can operate it just fine. 

Oh, it gets better! Mom's dog Myron is overweight. So a couple of days later I went back to the store to explore lower calorie food options. I asked an associate where the lower calorie dog food was stored, and the Manager Brian was close by, and he said, "Follow me sir, we have a good selection to choose from." I had numerous questions about low calorie dog food products, and Brian was patient, polite, professional, and VERY knowledgeable about each of the products and answered all my questions thoroughly. I know for a fact that Brian spent at least 20 minutes describing the benefits of each product. So, I went back to the store today and purchased the Natural Balance "Fat Dog" product. When I entered the store today, Tracey was at the cash register and asked me how the new collar and yard leash were working. WHERE DID YOU FIND THESE PEOPLE?  You talk about an enjoyable shopping experience! You talk about superb customer service! I know a lot of people in Galesburg, and a lot of my friends have pets. I myself have a cat named Hannah. I assure you I have already highly recommended your store to everyone I know, and will continue to do so. I have been in the hotel industry for years as a front office agent, so I know the importance of quality customer service. It has to be priority one. Customer care is immediately evident at your Pet Supplies Plus Store in Galesburg!! Frankly, I would recommend someone to "shop" there even if they didn't have a pet, just to see what real customer service is all about. Thank-you for coming to Galesburg! 

Brian, Stephanie and Tracey are rockin' the house!

Wednesday, December 7, 2016

Stockton, California Team Member Helps Neighbors Manage Change

Changing our store layouts can cause havoc for our neighbors, and if we're not careful it can impede us in our mission to make it easier to get better products for their pets!  We never want that to happen, even when we're changing things around to ultimately make our products easier to find.  Our neighbor in West Stockton, California, wrote to tell us how a team member helped her navigate the store as it was changed from its original brand to a Pet Supplies Plus store, and how it made all the difference.

Cecilia was acting manager and probably still is in the Stockton store. She oversaw the change to Pet Supplies Plus with the intense re-stacking and placement of inventory, while still maintaining an informed and very comfortable engagement with customers. The transformation of the store into a very intuitive, organized place was even fun for those of us who have been customers for well over a decade. Her staff was equally amiable and comfortable, which says loads about her management style. In any case, I would like credit to go to Cecilia!