Understanding our values is important—but what really matters is how we live them day to day. In this lesson, we’ll look at what our values look like in action, and how they shape the experience for our customers and our team.

Good Service Is the Core of What We Do

You can’t teach someone to care—but you can show them how to serve well. In your store, great service isn’t just about politeness or efficiency. It’s about being present, paying attention, and helping people find something that actually works for them and their pet. Service is not a side effect of our job—it is the job. It’s the part people remember, the reason they return, and what separates us from a big-box store or a website. Anyone can stock shelves. What you offer is much harder to replicate: care, knowledge, and genuine attention.

It Starts with Presence

One of the most common service mistakes is simply being unavailable. Whether you’re tidying, unpacking boxes, or at the till, you must be aware of who’s in the store and make yourself available. That doesn’t mean hovering or pouncing. It means letting people know you’re there if they need help—and then following up if they seem unsure or stuck. The customer should never feel like they’re interrupting us. Helping them is the job. Everything else can wait when someone needs assistance.

Be Curious, Not Pushy

A good interaction starts with a simple question: “How can I help today?” or “Are you looking for anything in particular?” From there, listen more than you talk. Ask follow-up questions. Show that you care about the customer’s goals—not just about making a sale. In fact, don’t focus on the sale at all—focus on the solution. The sale will follow. It’s perfectly okay not to know the answer to something. What matters is how you handle it. Say, “That’s a great question—I’m going to check on that for you.” This builds confidence and shows humility. You’re not here to be a walking encyclopedia. You’re here to be helpful and honest.

Make It Feel Personal

People remember when someone remembers them. A returning customer? Greet them by name if you can. A regular dog? Say hello to the pup and ask how they’re doing. Little touches like that are rare—and powerful. When people feel recognized, they trust you more and stay loyal longer.

Handle Problems with Calm and Care

If a customer is upset or something went wrong, stay calm. Listen. Don’t rush to defend yourself or the store. Show empathy and try to find a solution. Even when you can’t fully fix the issue, how you respond often matters more than the outcome. Customers forgive mistakes more easily than they forgive bad attitudes.