A Turn in the Pet Retail Industry: How to Provide Maximum Service to Customers?

In recent years, we have witnessed accelerated growth in the pet industry. Pets are no longer just pets – they have become part of our business and private lives, members of our families. With the change in societal awareness, pet store owners are taking on significant responsibility.

Pet Home Shop is the first boutique pet store in Croatia. It is a specialized pet store with professional staff who will guide you with advice. Their offerings include food for your pet, dietary supplements, cosmetics, high-quality equipment, and veterinary-medical products, i.e., ectoparasiticides.

For the pet and the owner

The purpose of the #ClanObitelji initiative, carried out by Pet Home Shop since the opening of its first store, is to raise awareness about proper and quality pet care, starting from the best food and suitable diet to lifestyle and living style, as all these are important factors to consider.

Now the focus is on the flea and tick season. At Pet Home Shop, they proudly highlight Frontline as a brand they want to bring closer to every household. Retail manager of Pet Home Shop Hrvoje Habulin emphasizes that a lot of effort and energy has been invested in educating both their store staff and pet owners.

Every customer is treated with special attention in all stores because, as Habulin points out, 'a customer will return only if both he and his pet are satisfied.' Frontline is a brand that owners have trusted for over twenty years, and Pet Home Shop plans to continue working on the recognition of the quality and effectiveness of its products.

Support and donations

In addition to offering expertise and quality, Pet Home Shop strives to support every aspect of our society. For example, they are the sponsors of the training of Jupi, a therapy dog for children and youth. For a year, they provided this super dog with food and protection against fleas and ticks with Frontline Combo.

– The opportunity to make a change in our own industry and to show by our own example that retail can influence various aspects of society prompted us to sponsor Jupi as soon as we received a request from her owner Iva – says Habulin.

They also help the local community: each store collects donations for local associations that care for abandoned animals in their area, and every product from their shelves that you decide to donate is purchased at a 15 percent discount. In addition to the loyalty club 'Family Member' where customers achieve significant savings by collecting points, they also thought of retirees. In all stores, retirees can receive a 10 percent discount on every purchase.

– Unfortunately, not many retirees take advantage of this opportunity, but we certainly plan to change that. Retirees are often pet owners, and our desire is to ease their monthly shopping basket – says Habulin.

Award for the online store

In the midst of the pandemic, an online store was born. Physical stores had to move to the internet as quickly as possible. They succeeded brilliantly, considering that in their first year they won an award in their category, the Web Retailer Award 2020, and repeated their success the following year. Retail manager Hrvoje Habulin emphasizes that the development of the online store is worked on daily and that they do not intend to slow down this pace. If judged by them, relying on a winning formula for success is not enough; it needs to be enhanced with new content.

In addition to all of the above, they are very attracted to design. According to the interior of the stores, we notice that beautiful things are their passion, which is why the business collaboration with the recognizable Croatian brand Mustra was a logical next step in their development. Mustra is the creator of the work uniforms for their employees and eco-friendly cotton bags for reusable use.

In addition to supporting Croatian design, Pet Home Shop also supports Croatian manufacturers. Namely, six manufacturers of food, equipment, treats, and beds are part of the offerings of these boutique pet shops and webshop that connects them.

Times are changing, but Pet Home Shop is always two steps ahead of the others.