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| - I work at a pet store. I would like to offer some advice, since pointing out these problems alone won't directly improve your store. I don't want to come off as rude, but I genuinely hope that a manager takes this advice to heart.
Problem 1: Your employees are not educated about the animals or products that they are selling. This is a broad statement, but all too often have I encountered terrible misinformation at this store. I understand that your pet care pamphlets likely come from corporate, and you've probably instructed your employees to follow the guidelines set by that pamphlet if they don't know about the animal. Unfortunately, too many of your pamphlets are incorrect. That's no fault of your own! However, there is a wealth of reputable information online. I would love it if the employees were encouraged to research the animals they're selling! For example, I might not like hamsters personally, but I know pretty much everything about them in the event that someone needs my assistance.
If your employees aren't knowledgeable in a certain field, let them feel free to seek advice from another, instead of giving out incorrect information. A ten gallon tank is okay for an oscar "of this size"? That's insane!
Problem 2: Animals aren't properly maintenanced. There is absolutely no reason for your fish tanks to look that disgusting - especially not as often as I've seen. Even if the water quality boasts perfect marks, you must make it a priority to scrub algae from the tanks. How you present your fish matters. If a common customer sees murky water and algae all over the walls, do you think that they will be inclined to buy a fish from you? It gives off the impression that your fish are sickly. I quite like your cichlids, myself, and I come to your store to purchase them sometimes. Too many times have I had to turn away due to this very issue.
Your small mammals, birds, and reptiles seem okay for the most part. However, I have noticed that chameleons almost always suffer symptoms of MBD after a couple of months of being in your store, presumably from a lack of proper UVB. When is the last time that you changed the UVB bulb? Just because it turns on doesn't mean that it's going to work well after eight months of constant use. Please allow the UVB's light to penetrate through to the chameleon, and don't block it with glass. If the glass has no holes for the light to directly go through, the effects of the UVB are lost.
Problem 3: Don't speak to your customers like they're stupid. I understand that some customers can be quite stubborn. I understand that a mom with her kids might want to put that beautiful angelfish in a three gallon tank, and there's nothing on God's green earth that could convince her of something bigger. But the least you could do is inform her. You can upsell while still empathizing with the customer.
"The last betta fish I had lived to be a year old, and I only had him in a (unheated, unfiltered) bowl!"
"I understand, but bettas can actually live to be 3-5 years old in captivity. Would you like to consider a ten gallon tank to start? The filter and heater for that size would be inexpensive, and it would give your fish a much longer life. I can also show you the chemicals you need."
Don't adamantly push the customer to buy things that they don't really need! Buying decorations for a fish tank is a logical upselling point after the bare necessities, but don't say, "well, your fish is going to be depressed if you don't". That's just condescending, not to mention it could ruin your entire sale.
Problem 4: Your employees aren't personal with the customers! This is a huge problem! If a kid says that they have a guinea pig, show your enthusiasm! Ask them about it. Make pet parents feel welcomed to your establishment. While they may not be perfect at all times, they're still your customers. And chances are, most of them want to learn if they're wrong! Instead of an iffy grocery brand like Purina, what do you think about transitioning them to a better food, like Wellness Core? Your dog will thank you.
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