A Little History About Lewis TurnerMy journey in the pet industry began in 1979 with a small, local shop - PetVille USA. Its design was that of a city, with each aisle named after a pet. Example: Dog Drive, Feline Freeway, and Bird Blvd. It declared to be “pro-animal”, which was not your typical store for that time period; the few animals they had were not for sale, but for adoption. Money paid for the pet would act as a donation to PetVille Park USA, a proposed sanctuary where abandoned pets would live out their natural lives.
My initial incentive to venture into this store was a desire to add a parrot to the magic act I performed as a sideline, and PetVille USA happened to house a Mexican Red Head Amazon. Each time I made a payment for newly named, “Frenchie”, I learned more about the owners' goal of educating children to become responsible pet owners. My first love had always been teaching, but I ultimately decided to leave the classroom and join this challenging quest. Going from a credentialed teacher to pet store employee was a bit much for my parents, but they supported me none-the-less.
The owners' insight about reaching children was critical, and there was no better way than to utilize both magic and animals as a medium. I soon became Petville’s Mr. Magic! With our group of “Magicians”, a production was performed in elementary schools throughout the city. The goal was twofold: First, relaying a message regarding the importance of spaying/neutering, in addition to having the kids become educated pet owners. Second was
enticing schools to request a six-week classroom presentation about the proper care of pets (each week a different pet was discussed). Interestingly enough, the guest star of the school program was a young veterinarian named Dr. William Mackie, who was eventually instrumental in founding the Animal Birth Control Clinics in California.
After four years, I moved on to manage The Pet Dept stores which became one of the most successful, privately owned chains in California. Within two years, I had five locations under my administrative direction, and was that much closer to the goal of opening my own store. However on December 1, 1989, those dreams came to a crashing halt. A first-time merger of three independent chains was announced, and The Pet Dept was one of them. This newly- formed enterprise was called... Petco.
After about nine months working with the Petco stores, it was again time to advance to the next level. Dog biscuit manufacturing and product development for a company called LipSmackers (owned by Wendy Nan Rees, a member of Dog-Vocates), next led to rewarding accomplishments in an entirely new and exciting arena.
A Little History About Paula Turner
In
1970, my professional life began in the banking industry. I started in
the New Accounts Department, and worked my way up into administrative
positions with upper management. Those were
the days when banking was actually a fun and solid career
choice! We were a tight-knit group
who loved our job, respected our bosses, and were forever trying to invent innovative techniques to
increase the customer base. It was during these years that I came to appreciate my talent for exhibiting an ability for excellent 'customer service'.
Lewis and I met on a racquetball court in 1988, and married in 1990. This was the same year that presented the two of us with an extraordinary opportunity to open our first pet store, The PetCare Company in Hermosa Beach, Ca. It enabled me to finally break out of corporate America, join a fantastic and meaningful new industry, and have the pleasure of working and learning along side Lewis. Attending the pet trade shows was my favorite. From the moment the doors opened until the time lights were turned off, we walked about 100 miles and purchased new and innovative products for our store. After the day ended, we hauled our samples and paperwork up to the hotel room, called room service, and continued to work through dinner. Then it would start all over again the next day. The shows were absolutely exhausting, but tremendously worthwhile and rewarding. Our customers would always compliment us on our product selections, especially the toys!
Friends took bets that being together 24/7 would never last.
But with all the ups and dramatic downs, we proved them wrong, and have remained a solid, dependable team who still
loves and respects each other! It has been an amazing journey.
Life
Changing Experience: It has always been a
priority for us to give back to the industry in whatever manner possible. Our store was, in countless ways, both
a laboratory and classroom. Different business plans were tested, while customers and staff played the
role of students. Presenting
pets
in their natural habitat and without cages was a welcomed challenge.
Our greatest accomplishment, however, was that we proved a full line
store could ultimately provide
a safe, clean and healthy environment for pets.
Filling A Need. Within a few months of
opening, a long relationship ensued with SPCA’s Mobile Adoption. Once that program ceased, the void was
immediately filled with other rescue organizations.
In
an effort to service customers preferring to own a purebred, we invested 18
months researching, formulating and building a “Free Range Puppy" area . From the moment the new arrivals entered
the store, strict protocols were
followed to ensure their health and welfare. Initially, the goal was to provide both purebreds and
rescues. However, rescue groups
were unwilling to engage a store that promoted puppies. So - sadly after four successful years and thousands of puppy kisses
- we discontinued the selling of purebreds. 
A decision to create an Adoption Headquarters involved nearly as much preparation as the puppy area. One vital element entailed locating a rescue group flexible enough to operate within a store’s environment and not as a separate entity. This cohesiveness would establish a viable cooperative atmosphere between the rescue and our staff.
Our Office Manager, Lisa Holcombe (member of Dog-Vocates) proposed Ken-Mar Rescue . Co-founders Martie Petrie and Ken Guild became completely involved with us in establishing an adoption process that could be initiated in other pet stores.
Customers
were extremely excited about our transition to rescues, and actively
participated in spreading the news.
The number of repeat visits and prolonged duration of stay was clearly noticeable. Those looking to adopt
frequently returned to either bond with an orphan, or to view new
arrivals. Even regular customers
spent more time (and money!) in the store.
Many would return to donate toys, bedding and food.
A press release was distributed to local veterinarians, pet sitters and day cares. In turn, they notified their own clients of our service. Despite the fact the care for the orphans was equal to that of the purebreds, a perception change had taken place. This was enthusiastically demonstrated by the willingness of related services to actively recommend us.
Bridging The Gap: The purpose of this
campaign is to enable other pet stores/rescues to enjoy our same success and
recognition. It is time to move
beyond bickering and name-calling that has been the 'modus operandi' between
these two entities - purebreds and rescues - for far too long.
In the meantime, wonderful loving pets are systematically being killed
in our shelters. Working TOGETHER, embracing a determined resolve, will create a positive impact!
We Are Grateful: With more than three decades of service between us, we have assisted the pet industry in a number of areas. A desire to contribute our experience and knowledge is exemplified through panel participation, seminar presentations, and editorial columns in various periodicals. Our achievements have included: "Retailer of the Year in 2002" and "Runner Up for Staff Training in 2006", presented by Pet Product News; voted "Best Pet Store in the South Bay", and various awards from both SPCA and the pet industry.
