PetSmart improves grooming game

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PetSmart improves grooming game

By Louisa Hallett - 08/20/2018
The company revamps elements of a previously announced plan to improve service offering.

PetSmart announced a series of updates to bolster the confidence of its in-store grooming program amidst negative publicity.

Actions to further improve the PetSmart grooming experience, announced in February, includes the appointment of an independent Review Board, the launch of nationwide Salon Open House events and the installation of digital video cameras in PetSmart salon locations.

The company’s in-store services, such as grooming, brings customers through store doors and are a form of valuable revenue that cannot be replicated through internet sales. Reassuring pet owners that the safety of their pets is important to the company, is vital to in-store sales and has helped PetSmart be among one of the few brick and mortar retailers that have been increasing its store count instead of lowering them.

The company says that the independent Review Board is in the process of reviewing PetSmart’s current grooming and training standards and will provide an unbiased report of its findings in the fall, including recommendations on any potential areas of improvement. According to the company, the Review Board is comprised of leading veterinarians, accomplished master groomers, recognized industry experts and pet behaviorists.

The company said it would further enhance its service plan by hosting an Open House for customers and their pets at all 1,650 grooming salons on Sept. 23, from 10 a.m. to noon in local time zones. The event will allow pet parents to meet their local groomers, discuss their pet's specific needs, tour all areas of the salon, have all their questions answered, as well as include informative sessions with an overview of safety and training standards. Enhanced salon monitoring will also be implemented within all company salons and are currently being installed. The company plans to have nearly 50 percent of PetSmart salons completed by November, with all remaining installations to be completed by August of next year.

“The progress made against our action plan reflects our deep commitment to be the trusted partner to pet parents and pets,” said Gregg Scanlon, Senior Vice President of Store Operations and Services. “We recognize the responsibility we have every time a pet parent chooses PetSmart, and the actions taken will help to provide pet parents with the peace of mind knowing their pet is receiving the best possible care.”