Petsmart 2004 Annual Report Download - page 4

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“From the moment I walked into PETsMART that Friday night,
I felt like each employee I dealt with viewed my predicament
as theirs and did everything possible to try to help
me solve it.”
PETSMART PETSHOTELSM
“…it is no longer just a place I go to buy products for
my dog. It is a full-service business where
I know my dog will be well taken care of and cared
for…even down to his toenails!”
• In 2004, we announced plans
to roll out our hotels chain
wide, believing the market
can support up to 270
PETsHOTELs. We will add
12 new hotels in 2005 and
expect to add 20 more in 2006
as we grow this business.
• We initiated testing in late
2004 on a 2,400 square-foot,
stand-alone Doggie Day
Camp™inside our Pasadena,
Calif., store. We’ll test up to
five more locations in 2005.
• PETsHOTEL and Doggie Day
Camp give added dimension
to our brand by expanding
our ability to provide Total
Lifetime Care™for pets.
And they drive traffic to other
services, such as grooming.
Karen Washburn was just hours away from leaving for
an extended business trip when she learned her plans
to have a friend watch Noah, her 4-year-old Basset
Hound, had disintegrated. Fortunately, a PETsMART
PETsHOTELSM had just opened nearby. She gathered up
Noah, his shot records and toys and drove to the hotel.
Unfortunately, Noah lacked a Bordatella shot and couldn’t
be accepted that night. That’s when PETsMART
associates took Karen’s problem into their own hands.
One associate arranged for an immediate shot from the
in-store Banfield hospital. PETsMART trainer Sharon
Moll referred Karen and Noah to a private petsitter
who cared for Noah until the required 48-hour waiting
period for the shot was completed. The sitter then
delivered Noah back to the PETsHOTEL for the
balance of the time. In a letter to PETsMART, Karen
noted that her calls to the hotel throughout the week
to check up on Noah were always answered by friendly
associates. Noah’s stay was capped off with a full
shampoo and grooming treatment.
2
(At right) Karen Washburn was
floored by the service she and
Noah received at the PETsMART
PETsHOTEL from accredited
PETsMART Training Instructor
Sharon Moll and fellow associates
at Store 594 in Raleigh, N.C.
KAREN WASHBURN, RALEIGH, N.C.
KAREN WASHBURN, RALEIGH, N.C.
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