PetSmart Case Study: Analysis of the Lobby Issues

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Case Background PetSmart is a retail chain headquartered in Phoenix, Arizona, with approximately 1,200 locations in the United States, Canada, and Puerto Rico. The chain specializes in pet supplies, dog training and grooming, day care for pets, and often has a Banfield Vet Clinic attached. It was founded in 1986, and by 2000 remodeled most of its stores, then in August 2005 changed its name from PetSmart to PetSmart, designed to de-emphasize its mission from a pet supply store to a companion animal and pet solution store (PetSmart - Our Vision) The store is divided into four major project lines: dog, cat, bird, fish and small animal and horse: Dog The number one branded product, typically a step up from Grocery Store brands with some distinction between this and other gourmet brands. Beds, toys, foods, and supplies make up the majority of sales. Cat Again, upgraded foods, litters, toys, and supplies. Bird, Fish and Small Animal Live birds, small mammals and reptiles, tropical fish and supplies. The company is active, though, in ensuring that all animals are bred legally and are healthy prior to being displayed in the store. Horse Depending on the location, supplies (grooming) and some riding gear. One unique part of PetSmart is their commitment to helping stray pets find homes. Rather than selling dogs and cats, they donate space in the stores to rescue groups. These groups are also provided donations of food, supplies and litter. In fact, at the end of 2009, over 4

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