Petsmart 2003 Annual Report Download - page 10

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A compelling store environment
Our stores communicate with our
customers through nearly all the senses—
what they see, hear, smell and feel tells
them who we are and how we feel about
pets. And, our stores differentiate the
PETsMART brand from the competition.
They’re customer and pet friendly, easy
to shop, clean and designed to enhance
cross-selling between categories. And,
with our products, services and solutions
under one roof, our customers can rely
on us for all their pets’ needs. Educated associates
provide solutions
Our associates are committed to providing
our customers with the services and
solutions they need to take the best care
of their pets. We hire people who love
pets, then educate them to really get to
know our customers and understand
their pets’ needs. It’s this human face of
our brand that builds relationships and
keeps our customers coming back.
We’ve implemented a new hiring program
to encourage the top talent to come work
for PETsMART. Our selection process
is rigorous and we’re committed to only
hiring those with a passion for providing
the best for our customers and their pets.
Pet services drive loyalty
and growth
In 2003, we trained 250,000 dogs and
groomed or bathed 4.4 million dogs. We
hired 1,000 groomers and bathers—and
we’ve expanded capacity at some salons
to handle the growth. Our services business
continues to outpace expectations and
remains one of our engines of profitable
growth, giving us the leverage we need
to continue to test a services adjacency—
the PETsHOTEL.
The PETsHOTEL concept is more than
just boarding, it’s “hoteling” for pets.
It’s a unique concept that provides pet
parents with a new level of boarding,
day care and Doggy Day Camp.
™The
PETsHOTEL gives us another powerful
dimension to the brand by expanding
our ability to provide Total Lifetime
Care for pets. And, it gives us another
opportunity to drive traffic to other
services, such as grooming.
8
Our stores are customer and pet friendly.
They’re organized by category and easy to shop.
Our unique mix of pet services differentiates
PETsMART from the competition and drives
repeat trips.
”
“...I love my dog very much, and am glad that we can enjoy each other without
the stress of a behavioral issue...And, your trainer has been a godsend!Because of
this fantastic service, I have referred six people to the training program offered
at PETsMART, as well as many others to the store for everyday pet needs.
This experience has made me a forever-customer...
An excerpt from an e-mail from C.W., a PETsMART customer
We hire people with a passion for pets. Our associates
are educated in pet care and have the know-how to
help our customers take the best care of their pets.