Best suggestion worth R500-00

I recieved the following comment:
"Moolis,
I am unfortunately a very blunt person So please bear with me and take from my comment what I am trying to say. There is a pet store in fairy glen I am sure you know about it. It’s overstocked with products, the animal does look to be very lively, and looked after and the shop is dirty.
I guess my point is that the Pet products and pets should be kept separate, and the animals should be looked after and cared for. Even if it is a Pet Shop I like it when it is neat and clean like in a restaurant. Clean floors and clean shelves.
I will pop in at your shop soon and hope to meet you in person.
Good luck and thanks for opening your mind to all suggestions."

This is what we need to know. Just for interest sake, I tend to believe that Pet Stop are "neat & clean" and if any customer think differently I would love to know about it!!!
My personal pet-hate of Pet Shops is that they tend to have a "Pet Smell" and I associate that with a dirty no-maintained shop.
 
Moolis said:
Ares - I think every marine customer of Pet Stop would testify that Shawn know their aquariums and would only give advice he honestly believe is the correct one for that customer :) But Yes how can we give advise if we do not know the system, we would be waisting you HARD EARNED MONEY and loose your future business, both a NO, NO!!!
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I agree . Guess that Pet stores should teach the assistants to ask clients about the tanks , some basic questions such as size , flow , lighting and should insure that the assistants know the product that they sell . I personally believe that clients will appriciate it if the guy helping them actually knows what he is talking about and shows us as clients that he actually cares about the livestock rather than the money .

Thanks
 
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100% correct Ares - knowledge is power and that is one of the reasons I believe Pet Stop is doing so well! We do 3 hours dedicated, intensive staff training every week, PLUS during the day as we go along. So my staff know their stuff when they talk to my customers;)
 
Hi ALL

The suggestions are slowing down!!

If any one ells have a suggestion, comment or something they can add please do so ASAP. I intend to close this on Friday and start evaluating it all.

A winner will be announced by the following weekend.
 
Hi guys

The ideas ran over 100, so I am busy sifting through them every spare moment I have!!!!

But I am dedicated to announce the winner before the end of this week.

THANK YOU ALL -
1. from this forum
2. other forums
3. emails
4. personal discussions
AND even those guys that used multiple sources to inform me.

This was an eye opener!!!!!!!!!!!!!!!!!!!
 
It was difficult to decide a winner out of the mountain load of ideas, suggestions and comments. I was hoping one guys input would stand out, but a lot of them was great and there was so many!!!! But a winner had to be decided on and by elimination and breaking it down to what we thought would assist our customers the most over the next weeks/months , My suggestion was to make the short list out of The technology suggestions and the species description cards as they stood out for me personally.

This morning the staff (without knowing who the possible individual involved are) decided that we should look at the person that gave the most points as they must have sat down and actually think wider than 1 or 2 points and cover multiple bases.

Pet Stop staff’s input are worth much more than my opinion so I had to go back and find the post, PM, email, personal conversation and / or combination of this, with the most points indicated / discussed by an individual. Here Barry’s list of pointers out of our discussions the last few weeks and Charles’s pointers (although we differ in opinion on some) stood out. But Charles added to this by posting some additional ones on TASA

So congratulations TASA your member Charles won, Charles come and see me for your prize!!

I will post a long post with a bit of detailed feedback on some posts that evoked the most comments and discussion By Pet Stop Staff, with some personal observations on them.
 
Points raised in feedback:

General:

1. be honest and don't rip the customer off – We believe honesty build customers
2. if you see me entering your store on a weekly basis try remember my name and show some interest in my tank such as asking what livestock I have in the tank , what size tank I have and what my plans for my tank is etc . Then show me the appropriate stock not stuff I could not add to my system. – Our customers become friends and it is natural to know what is happening in your friends hobby. Furthermore if we sell you something it is based on our believe that this is the best for you and your Tank, animal or pet and not what might be the best for us. THE BEST FOR US IS THAT YOU ARE HAPPY and return with your friends
3. if the face of the store ( I.E. The shop assistants ) are friendly and knowledgeable you are more likely to retain customers and thus allows us as the customer to be happy when we go home and add our fish in without any problems – My feeling as well
4. Don’t spend all your time with the customer you know, help me as well. You might not know me but that does not mean I do not need your assistance. – “I would like to get to know you as well as I know the other customer, so yes I would love to spend time with you” Staff comment
5. What about a TV somewhere playing videos of some usual pet shop animals in the wild doing their thing. You can also use this to show some videos or something when the guys want to arrange a get together. suppliers can even provide you of a video demonstrating their products – Been doing that since we open again on 2 TV’s
6. Not sure if everybody shares my love for books and I know not all people know how to handle books but it would be great to have a book or two on a small table or wall cabinet with books you can page through while waiting for your fish, snake or parrot being caught or pampered. Just something nice like fish ID book or one with planted tanks etc – If possible we would love to have a large space for this, but as you know space cost lots of money and this must be financed from somewhere so space for this is limited.
7. A place to sit down and have a cup of coffee to talk about deals ect. – see above
8. Offer R500 or R1000 vouchers for sale, with a 10% discount. So you sell a R500 voucher for R450 and a R1000 voucher for R900. Your mark-up is (for want of a number) say 30% usually, so you still make a profit on all your sales, but you gain the following:
a. Boosted cashflow, paid for stock only leaving the shelves in a week or a month.
b. Saving on bank charges. You know how bank charges (especially when people by card for small items) eat away at your margin.
c. Increased turnover: Many people will now spend that R500 voucher in half the time they would normally, just because they know it is sitting there....
d. Great gift idea: many girlfriends/boyfriends and husbands/wifes who are not into the hobby can now offer a useful gift without buying something crap because they don't have a clue....
e. Interest.....
Your customers obviously saves 10%, so they smile, and for those with self-control, it makes plenty sense!! – this idea or variation of it is coming soon, but for now see 18 bellow
9. "supplier" days, or evenings – Most of my staff know 100% more than the rep selling the product (with only 2 exceptions out of 40+ reps regularly visiting us) but perhaps a Pet Stop information day?
10. Waiting for a specific sales assistant for over 45 minutes while he chat away with the customer is not on, rather help me in between than let me hang….. – Like point 4 and we are looking into ways to make your trip faster as we understand your time is precious
11. Staff, should not follow you every second and stand behind you constantly looking over your shoulder. While you are trying to decide what to buy and making expensive decisions –WE second this
12. A free leaflet of some sort regarding the proper care and maintenance of whatever it is the client is buying.
13. How about compiling and selling a small booklet with basic 'need to know' info? such as the nitrogen cycle, tank maintenance etc? Not only do you make a bit of money but you educate joe public too – Looking into both free leaflets (when you buy a fish, etc) and booklets (if you need to know more) we charge for.
14. group 'likely' purchases (or the 'oh yes! I'll need that!' purchase) together. for instance, stack the right food for the fish in a certain tank next to that tank. The customer is more likely to buy the food. – having a detailed likely additional (add-on) list for you to look at when buying a specific product. Something along the line of “other products you might be interested in – products other customers looked at when they purchased this product”
15. Match the product selection to the needs of the customers (do a market survey) – we are doing this on an on-going basis – Our product on our shelves cover 99% of possible customer needs
16. Ensure sales people are knowledgeable on all product areas (become the go to pet specialist) – We have been doing this since the day we opened and constantly striving to be even better
17. Make the store a fun destination – fun as in great for a hobbyist to visit
18. Loyalty program,
a. example: for every purchase of R50 you get R1 off your next purchase, something in that line...
b. Loyalty card" where you get a card with blocks worth whatever in rands and when you finished with all your blocks you get a discount or a freebie or something.
c. Reward customer loyalty.
- the customer purchase cards based on b. are coming back!!!
19. Define a clear mission and vision statement –
20. Encourage regular customers to subscribe on your website. Registered customers can specify their pet interests – we have got a very successful email notification list running with over 2000 emails on the lists
21. I just hate out of stock's! With a passion. Do not tell me, we are waiting for the delivery, the supplier takes his time to deliver, or any of those feeble excuses to hide your inefficiency to order in time. If I must wait, I want a better deal than what anyone else gives me. It means you are saving on carrying enough stock, keep your money in the bank, earning interest and therefore do not deserve to charge the same price as the store who do carry the stock. – The pet trades wholesalers are notorious for the regularity they are out of stock. At present there is one with less than 50% of their listed products in stock. So your shop might not be lying when they say they ordered but did not receive it. Only to get it the next week you say. Well remember they receive new stock very regularly some of them even on a daily basis so what was out of stock yesterday might be in stock today.
22. Each item needs a price be it hardware, fish or coral - no price, and you need to walk after someone just to hear, I don’t know, I will find out, NOT COOL. – Marine livestock are guilty as charged and made the undertaking to rectify this ASAP
23. don’t try and sell me your No name brand that the snails don’t even want to touch – Only do this when the no name brand is actually as good or even better than the branded stock. We sometimes buy good branded stock in bulk and repack them TO SAVE YOU MONEY
24. maybe also monthly or whenever to have clearance sales. – Clearance sales sound like a shop that is either getting rid of some stock that are sub-standard, closing down, are in financial need, are getting rid of stock that they cannot sell or the product is discontinued and future service on that product might not be available. We do our best to ensure we or our products do not fall into any of these categories so this kind of sale is not for us.
25. trading hours,
a. I tend to visit stores on weekends, and would prefer a LFS to be open on Saturday and Sunday. This could be possible if you close your store on one weekday, say Monday and you still comply with the LRA.
b. maybe you could be open longer hours on the weekends to accommodate the poor working stiffs who can only get their shopping done on weekends.
c. Give one guy per day off during the week so then you can open on Sundays
d. Not to do business on a Sunday unless its a medical emergency. (Yes, I'm a Christian)
e. And more
-What a toffee this is – Yes, we want to be available for our customers but NO, we do not want to work 7 days a week. Let me explain. We cannot close on any week days as per our lease agreement, you guys want the knowledgeable staff member to be present at all times we are open (see 45 below) so they cannot get a day of as then you are inconvenienced. We have never been open on Sundays and without the weekend break my staff will not be able to continue giving the great service they have been giving up to now. My personal opinion = I know we are losing thousands of rands sales by not opening on a Sunday, BUT money is not everything! Furthermore we are open till 18H00 on weekdays for our customers convenience (the current times was decided on by opening 08H00 till 20H00 Monday to Saturday and then slowly change the times to get to a 45 hour week during hours that suite 99% of our customers) , I know my customers respect my decision not to open on Sundays and understand my religious believes behind it and you would understand as well if you talk to me. So NO, we will still be closed on Sundays BUT will look at special Sundays or Saturdays for the hobbyists that want to make a special trip to us.
26. A "second hand policy"
a. I don't see the second hand option working very easily - besides, there are plenty on-line options for offloading second hand goods. Perhaps you could have a classifieds section in your webpage for customers to sell their second hand goods, then you don't have to hold stock, etc.
b. And more likes sell in the shop etc.
Another toffee but easier to manage. Selling second hand goods in SA have got strict rules that we (shop) must adhere to PLUS the cost of floor space and a extra employee to manage it would make it non-viable = not profitable. So selling it online or junk mail etc. are still the only option L To give you guys an idea of how much research went into this we calculated 10 Hours of meeting time spent on this subject only + I spent the best part of a week confirming legal and statutory compliance, doing costing and compare that with selling new stock. Second hand goods did not even stand a change in the end.
27. Staff that know how to say, "I don't know, let me find out for you." Instead of trying to BS. –If they do not know how to say “I do not know” then they will definitely not last in Pet Stop
28. Your staff are very knowledgeable but DO THEY TAKE THEIR TIME to get to me L BUT then at least they spend time with me. What I am saying is – time management – PLEASE – I know Didi is gulty of this and he promised to work faster if at all possible
29. having staff that actually KNOW what is what about the things in the store whether it is a fish, a filter, a dog or a bird, or at least have one staff member in each department that is experienced in what he/she is selling – we do have a specialist on each subject in our service J
30. The cashier person must be brought up to speed with products, prices and have a sound knowledge of everything in the shop that's for sale. – Not a fair request, she must know where each type of product is kept BUT to expect from her to be up to speed on the specific products, prices and have a sound knowledge and then work behind the till is wrong. I would rather have her on the floor with that knowledge. Her work is to ensure that customers do not pay more than they should for products they purchase and get the correct change. We do train them with the intension to get them on the floor and then get a new cashier but this take time and do not always materialise.
31. Negotiate better deals with importers on the customers behalf. – Speak to any supplier of Pet Stop and they would tell you we do press for the best possible price ALL THE TIME!
32. Not to rip customers off by selling anything to them at a huge profit. Some LFS's I've been to added a 400% mark-up on their goods. I mean, I imported stock for less over-sea's than I bought it in my own country.- with mark-ups of 400% that shop would not get or keep customers and close down FAST. But remember mark-ups must pay for that knowledgeable staff member ( it can not be peanuts as then you get a monkey) plus the shop, lighting&water, support staff, telephone, internet and still give me a return on my massive investment in time and money. BUT MARKUPS ARE KEPT AS LOW AS POSSIBLE
33. The email address of the owner of the shop for comments or complaints. And then Email address of the shop "foreman", the second in command for any other queries. – Available to all
34. Free delivery on a certain amount of purchases. – We would love customers to rather come in as then they could enjoy our magnificent shop J We are not really geared towards deliveries as that would entail an extra bakkie and driver, again more overheads that need to be paid out of the (already high) mark-ups.
35. Answer all forum related stuff on a daily basis. – We set a 24 hour deadline for all staff now, but remember customers on the floor ALWAYS get attention first. So you are guaranteed a response when you are in the shop J
36. Discounted prices to regular and loyal customers, especially those of us that drives quite far to your place. – See point 18 above
37. It must be cooler inside the store than outside store. – so you enjoy or evaporative cooler
38. It must be very clean and pleasant smelling inside. – without a doubt
39. Friendly and competent staff, they must have sound knowledge of all the products and livestock inside the store. – test them and tell me what you think
40. Make the hobby more INSTANT for newbies but still keep it safe for them – Yes instant gratification is the trend today and we did overlook it, thanks for the reminder
41. a bigger range always goes down well whether it be livestock or hardware – our problem is SPACE the existing 240 m² is FULL
42. small freebie A bio ball, one guppy fry or other non-expensive thingy or sample – we do have giveaway’s for customers that support us that we do not advertise, it is to thank our customers that do visit us on that specific day and is not planed in advance.
43. a freebie or discount is ALWAYS welcome, but I only expect that when I am a regular customer – now you will get that with the card in 18 above
44. info posters on responsible pet keeping. You know things like dyed fish, captive bred programs – always something we like to put up space allowing
45. There must always be someone present who is knowledgeable, who I do not have to correct when he is wrong and can tell me anything of any fish available – Again our reasoning in 25 above
46. That they will be willing to help me get anything I would need, rare livestock, custom aquarium etc.- My staff pride themselves on getting what customers want when and where it is possible
47. That the person helping me always be professional, have the passion for what he is doing and be dependable – or they do not last long in Pet Stop
48. That the basic livestock and hardware will always be available, ie:guppies, goldfish, cories, java fern, amazon swords, all main flourish products(prime excel etc),all tetra products, all standard tanks, lids, stands etc – This is what we strive for
49. you can add a QR code to a link on something like the Aquarium Wiki. I generated one as example: http://qrcode.kaywa.com/img.php?s=6&d=http%3A%2F%2Fwww.theaquariumwiki.com%2FPterophyllum_altum – a point Shawn is doing his homework on now
50. A PC connected to the internet with access – already available
51. Gifts special. So say if you buy a chromis you get a chocolate for the wife free. And if you walk out with a clam, anenome 5 chromis and a couple of goldies then maybe a bunch flowers to keep the misses happy. – busy liaising with other shops in our centre for this idea
52. give the ladies a manicure so we can shop for hours in peace –see above
53. I think LFS shops should be all about the wellbeing of the animals in their care. Its not how they make me feel welcome and pampered... its how the animals are kept and cared for while in their care. Be it a fish, Coral, birds, cats, dogs or many other animals being sold in our petshops – well stated!! I am known in the trade for my disgust with shop owners that do not treat animals, reptiles, fish etc. with the utmost respect and do not supply them with adequate quarters. Why do you think I do not sell dogs, I do not have the space and setup to keep them correctly.
54. a guy who earns 500 bucks per month and a guy who earns 5000 bucks, to them both the money has the same value – I strongly believe do not judge a book by its cover, If you meet me you will understand
55. proper product knowledge – Always, otherwise do not put it on your shelve
56. you as store owner might have a lot of knowledge, but the guys/girls working for you sometimes dont realy know.- this in not Pet Stop! Some of my staff know more than I do
57. Keep us up to date, I stay in Benoni and for me petstop is quite a drive – A new communication officer (big word for Moolis’s assistant) is starting 1 April
58. Service – without service and knowledge Pet Stop would never have been able to grow as fast and as efficient as we did the past few years.
59. Sell me healthy stock – Shawn & Didi’s motto as well
60. Give me your time – Are you a customer of Pet Stop?
61. Don’t be afraid to say let’s finds out, - handled above
62. If you say you will call me back please do - handled above
63. Give me the correct information - handled above
64. Give me service even if you are busy chatting to another hobbyist, please take some time out to give me some time as well. I waited nearly an hour and they were still chatting - handled above, staff will make an effort to either help you first and then continue their discussion with the other customer or finish faster and help you sooner. Just having a chat while a customer is waiting will be dealt with !
65. Give me individual experience. – what do you think of your experience in Pet Stop?
66. 24 hour emergency service – This was misused and abused in the past L - we are looking into a service where the customer need to pay to be able to use it. Perhaps the 02h00 call’s “my fish do not look nice” will be limited to actual problems
67. Keep livestock and hardware separate – separate building? We do separate hardware and fish/corals but totally separate is not viable or practical
68. Look after your pets like I would keep them at my home after I bought them – Very well stated!!

There are more but due to time and other restraints we only got these together under GENERAL for now.

Marines, tropical and Other ideas to follow
 
Just to give you a sneak preview of what we decided to do out of all the feedback!
1. Reinstate our “customer loyalty card system”
2. Employ a fulltime competent person to manage our “email notification lists” emails and daily quarries and enquiries – leaving more time for me to post on TASA & MASA, talk to customers visiting Pet Stop & get some of my “pet” project of the ground.
3. Have 2 chairs and a table (somewhere) for you to sit and chat, read or for lovey to chill while you shop.
4. Not to stop training but to rather bump it up a bit
5. Have customer information sessions for those that want to know more
6. Then we plan …………… end of sneak preview
 
News

Moolis said:
Just to give you a sneak preview of what we decided to do out of all the feedback!
1. Reinstate our “customer loyalty card system”
2. Employ a fulltime competent person to manage our “email notification lists” emails and daily quarries and enquiries – leaving more time for me to post on TASA & MASA, talk to customers visiting Pet Stop & get some of my “pet” project of the ground.
3. Have 2 chairs and a table (somewhere) for you to sit and chat, read or for lovey to chill while you shop.
4. Not to stop training but to rather bump it up a bit
5. Have customer information sessions for those that want to know more
6. Then we plan …………… end of sneak preview
Click to expand...

Well point 2 - she is starting tomorrow morning :thumbup:

Point 1 + 4 + 5 are all in their final phase for implementation ;)
 
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