Bringing Retail to Life: How Live Animals Can Enhance the Customer Experience
Unlock the Power of Live Animals in Pet Retail
Looking for a new way to boost your store’s success? Sandy Moore, WPA board member and president of new business development at Segrest Inc., says live animals could be the answer. Discover how they can help you stand out from online competitors, build lasting customer loyalty and improve sales.
What are the benefits of incorporating live animals into a pet store?
Offering live animals creates a hands-on experience that online retailers can’t replicate. This interaction fosters stronger emotional connections with customers and highlights the value of shopping in person. You’re also positioned to provide expert care advice, establishing your store as a trusted authority. Knowledgeable staff members encourage repeat visits, fostering long-term customer relationships and enhancing customer confidence. Finally, live animals naturally drive demand for related products, making your store a one-stop destination for all pet needs, which boosts sales.
Many retailers are hesitant about selling live animals—what is a common misconception, and how could that be addressed?
Some people believe shelters and rescues can meet all the demand for live animals. However, not all pets are available for adoption, and shelters can’t compete with the range or transparency that retailers provide. Retailers offer clear sourcing practices and consumer protections that many shelters may lack. By offering live animal sales or adoptions, as well as secondary items such as food and supplies, pet stores cater to a wider customer base. Seeing healthy, thriving animals in-store builds trust and reassures customers that your staff understands proper care.
How can live animals help a pet store stand out from competitors and increase customer engagement?
Live animals turn a typical store into a vibrant, immersive space that draws in visitors and keeps them coming back. Customers can interact with the animals, see products in action and visualize how they might set up their own pets’ homes. Sharing photos and videos of the animals in your store on social media can attract even more foot traffic and amplify online engagement.
If a retailer is considering adding live animals for the first time, what first steps should they take to ensure success?
Do your homework. Research local demographics to identify what types of pets are most in demand and ensure that you and your team have the proper knowledge. Secure suitable enclosures and establish relationships with reputable suppliers. It’s also important to invest in staff training programs and develop clear procedures that promote health, welfare and long-term care. Once the animals are in your store, host events like pet care workshops and community gatherings so customers can form deeper connections with your store.
What are the most important compliance and operational factors that retailers need to be aware of?
Regulations for live animal sales vary by region, so contact local and state authorities to ensure compliance. Obtain the necessary licenses and stay informed about all relevant legal requirements. When bringing an animal into your store, do it during off-hours to provide a safe, stress-free environment. Plus, a well-trained staff will be equipped to follow all regulations while ensuring your animals receive proper daily care. WPA partners with FetchFind to offer courses in everything from dog handling to bite prevention.
Can you highlight the resources that help retailers incorporate live animals successfully?
The “Segrest Retailer Playbook for Aquatics” is a great place to start if you’re incorporating fish at your store. It includes protocols for care, feeding and maintenance, as well as customer support tips. The Pet Advocacy Network is another valuable resource for best practices and regulations promoting animal welfare. Additionally, WPA offers a wealth of resources and support for all pet retailers to help their businesses thrive.
Can you share an example of a retailer who successfully introduced live animals into their business? What did they do right?
One retailer saw a gap in the local market and added live fish, small mammals, reptiles and birds to their product range. They focused on proper animal care and staff training. By creating the right environments for each animal and offering expert advice, they built a reputation as a trusted authority in the pet industry. The result? Higher profit margins and more loyal customers, with a significant increase in foot traffic that doubled annual visits from the same customers. Their success came from a commitment to education, transparency and consistently meeting customer needs.