Inventory Management 101 for Pet Stores: Maximize Efficiency and Boost Your Bottom Line
Whether it’s tracking expiry dates, rotating seasonal inventory, or keeping up with special orders, inventory management is not easy in a pet shop.
While big box pet retailers have the floor space for larger inventory, you want to be the retailer that pet parents think of the moment the last toy gets ruined or treats run out.
Having a direct line of communication with your customers can completely change the way your store’s inventory flows, how quickly orders get placed and picked up, and strengthen relationships with customers at the same time.
Independent pet retailers can take advantage of conversational text messaging and deliver a level of personalized service that is unmatched by any big box pet retailer.
Let’s deep dive into how text messaging plays a crucial role in optimizing inventory management and look at a real-world example from an Ikeono customer, Dexter’s Deli.
How to Manage Special Orders
Out of the 136.8 billion in sales within the industry in the USA, pet parents spent the most on pet food and treats. With the popularity of natural pet foods, and other specialty foods, pet parents need more information on the availability of specific products and services.
Dexter’s Deli is an independent pet retailer that specializes in natural pet food, here’s what Kelly has to say about special orders:
“We special order very specific foods for some dogs and don’t want to take payment beforehand, and then have to refund it if it isn’t available. So we take the order from the customer, verify with the supplier it is available, and then text them a payment link to close the loop.”
Staying connected with a customer in search of a particular item can be the decisive factor that influences them to do business with you.
In this case, Kelly used text to pay to only collect payment once she got confirmation from the supplier.
Special orders can look different for every customer. The key is to manage the entire journey, from selecting the right products, capturing payments via text, to getting the order in the customer’s hands.
How to Manage Expectations
In today's competitive market, managing customer expectations is crucial for the success of any business, and pet stores are no exception.
Always Available
Managing expectations can vary at each stage of the transaction.
Especially once a new communication channel like text messaging opens between you and customers.
For example, a customer might be looking for a specific type of organic pet food or a rare breed of fish that is not readily available in most pet stores.
Text messaging enables that customer to inquire about the availability of what they’re looking for before visiting the store in a hassle-free and quick manner.
You can then quickly respond, confirm product availability or offer to special order the item for them. Within that same text thread you can then invoice the customer, secure the payment and figure out the best delivery option together.
This proactive approach not only saves the customer's time but also positions your store as one that is always well-stocked and responsive to their needs.
“Being able to text in the Lightspeed Purchase Order has been a game changer. We’re so busy during the day that adding extra steps to our check-in process when we receive a purchase order just didn’t cut it. As soon as we have it we notify the customer to keep things going”
Ikeono’s deep integration with Lightspeed Retail R-Series gives retailers the ability to notify customers when a special order comes in as they are checking-in the products they receive from a purchase order.
No more mental notes to notify the customer later, you can simply do it directly in the purchase order screen without having to leave your POS.
Always Satisfied
Managing expectations does not end once a purchase is made, it’s equally important to manage customer expectations post-sale.
For example, after a customer purchases a new aquarium filter, you can send them a text message to ensure that the installation went smoothly and that they are satisfied with the product.
You can also use Campaigns to send them tips on maintenance or recommend complementary products like water conditioners or aquarium decorations.
This not only shows that you care about their satisfaction after the sale but also helps in managing their expectations regarding the product's performance and maintenance.
Moreover, it provides an opportunity for you to address any concerns or questions they might have, ensuring that they are fully satisfied with their purchase and the services provided by your store.
This proactive approach in managing customer expectations post-sale will not only lead to higher customer satisfaction but also encourage repeat business.
“We have a lot of repeat customers we know really well. So if it’s a busy day and both registers are backed up, we’ll jot down what they have and just text them a payment link later to close the sale. This way they’re not waiting in line.”
The beauty of text messaging is that every Ikeono customer has found ways to connect and create strong relationships with their customers.
A strong enough relationship exists between Kelly and her customers, where they just walk out with products and they simply pay via text when they can!
How to Manage Pickups
Whether an order is placed online or via text message, having a process in place is key to ensuring a positive experience for both the customer and your team handling the day to day tasks at the store.
At Dexter’s Deli curbside pickups are essential to their business. Whether they need to notify the customer that the order is ready or to guide them through the pickup process, they use texting to manage the process from start to finish.
Depending on what works best for your store, you can either designate a specific area in your store for pickups or coordinate with customers and actually bring the order outside. In both cases, you can use message templates to keep the process quick and easy.
Ready to shake things up with texting?
Business text messaging is transforming the dynamics of inventory management and customer relationships, and in a world dominated by big box stores, a personalized, customer-centric approach can be your secret weapon and what sets you apart.