Round table Discussion
The Panel:
Tia Wishart, Business & Marketing Manager, Indepet
Tim Scotcher, General Manager, Cenversa, Central Pet Division
Todd Clarkson, CEO, Indepet
Darren Dempsey, Director of Sales and Marketing, Royal Canin
The future of
independent retailers Growth in the sector means more players in the game, but where does this leave independent retailers? Words Thomas Oakley-Newell
THE GROWTH in pet ownership, jumping from 61 per cent to 69 per cent over the
past few years, has led to an increase in corporate interest and an influx of online retailers Barry Codling, President, PIAA
Andrew Baker, Owner and Founder, Pet Superstore Group
moving into the pet space, leaving many independent retailers questioning how they can compete and stay relevant.
John Grima, Owner and Founder of Kellyville Pets, believes two of the biggest
challenges facing independent retailers are the ability to create theatre within their stores and the retention of quality staff.
“Obviously online has changed the way we do business, and a lot of shops feel
threatened about what’s happening. To them, I say you’ve got to really differentiate yourself from online by having a different range of products and creating that theatre and that buzz John Grima, Owner and Founder, Kellyville Pets
Fernando Villalon, National Business Manager, Boehringer Ingelheim
within the store, while also creating those relationships with customers to make them want to come to your store.”
Talking about creating theatre, Grima says at Kellyville Pets it all starts when you’re
driving past the store, which has large dinosaur statues out the front.
“Some businesses find it hard to create theatre as not everyone has the luxury of space.
But you can still create theatre, even in a smaller environment, only that theatre needs to be consistent through everything you do, right down to your website.”
Grima emphasised the importance of giving great customer service to drive repeat business.
Anneke van den Broek, Founder, Rufus & Coco
Brian Walker, Founder and CEO, The Retail Doctor Group
58 Pet Industry News | May/Jun/Jul 2022
“It’s a little bit of a cliche now, but in our store, we call it ‘day-making service’ and if you
haven’t ‘day-made’ a customer or another staff member or the delivery truck driver coming out the back, then you’re not going to stand out.”
