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Custom Fit

These stores focus on providing top-notch customer service and helping pet owners find products that are the perfect match for their pet.


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Cheri Zachow, manager at Natural Pet NW in Vancouver, Wash.; second location is Natural Pet Hawaii in Lihue, Hawaii

Type of business: brick-and-mortar

Years in business: Natural Pet NW: 18; Natural Pet Hawaii: 6

Special services: food drives, adoptions, fundraisers, special orders of items not carried on store shelves, and priority mailing to customers who are out of town

Pet Product News: What are the top-selling products in your store right now?
CZ:
Pure Vita Turkey & Sweet Potato Entrée Grain Free formula in the 25-lb. bag and Canidae All Life Stages formula in the 44-lb. bag are our top sellers for the whole store.

PPN: What are your favorite products right now?
CZ:
We try not to have favorites because our goal is to meet the needs of each individual pet parent and their fur kids. You have to be unbiased and go to what you think best suits each customer according to their situation. 

PPN: What trends have you been keeping your eye on most closely?
CZ:
We don’t follow trends. Our store has always been built around offering the best-quality products and customer service. Our goal is to keep learning and evolving to be able to do the best for each customer who walks through our doors. 

PPN: What business challenge are you currently in the process of tackling?
CZ:
Competitors that try to confuse new customers thinking they are at Natural Pet NW when they have gone in the competitor’s store by mistake. We were the first totally all-natural pet supply store in Vancouver, Wash. Others who have followed have tried to mimic us but don’t offer the same high level of customer service and broad knowledge base as we do.

PPN: What business goal are you hoping to achieve this year?
CZ:
To continue to be the best in the business and offer only quality products at affordable prices.

 

This article originally appeared in the March 2016 issue of Pet Product News.

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