About the interviewee
Kelly Petersen is the owner of several small businesses in Las Vegas, including Shaggy Chic, a luxury and eco-friendly dog boutique and salon.
She began Shaggy Chic as an online business offering affordable salon-quality, all-natural grooming products free of harmful chemicals for dogs. She expanded the business into a storefront operation in Dec. 2012 when she opened Shaggy Chic providing professional grooming services as well as a diverse menu of healthy, all-natural and delicious gourmet dog treats.
Petersen also currently owns four UPS stores, but she has owned and operated as many as 12 UPS stores at a single time over the past 13 years. She was awarded Domestic Rookie of the Year in 2001 by UPS; she is the recipient of many awards from UPS for her outstanding commitment to corporate services; and she continues to operate the #1 ranked UPS store in Clark County.
Tell me about your firm (number of employees, location, type of companies you work with, etc.).
Shaggy Chic is a luxury and eco-friendly dog boutique and salon at Tivoli Village in Las Vegas, Nev. It has 4 employees who all are trained to the highest standards of pet grooming and care as provided by professional dog show groomers.
To create our all-natural Shaggy Chic handcrafted jerky and Shaggy Chic Cookie Jar biscuits, which have no added hormones, artificial flavors, preservatives or antibiotics, I work with a butcher to use only human grade meat and natural ingredients. All of the products come from only the highest quality sources, and I personally tested all of salon products. So, while they are made to meet the needs of pooches, they are all safe for humans too. As a result, Shaggy Chic has become the destination for discerning dog owners offering high-quality products and services modeled after those used by professional dog show handlers and groomers – but at affordable prices.
Tell us about what it means to you to “put customers first”?
My successful track record in business stems in part from my commitment to putting customers first; the care and consideration my staff give customers mirrors the care I give to each and every customer. That approach is evident in the longevity of my stores. I know that customers have a lot of options, but I believe that bending over backwards for people makes all the difference.
What mistake do businesses make when it comes to taking care of customers?
I think many businesses take customers for granted. In this day and age, customers have seemingly a million options for services and products. If they don’t feel taken care of, they may not come back.
What is your firm doing to demonstrate your beliefs in this principle?
We cater to their needs and take time to serve them.
At Shaggy Chic, we don’t run a grooming mill. Dogs are pampered and beloved by their owners, and we provide the same quality treatment and love. We never cage dry our dogs, and we take the time to comfort dogs that might be scared or timid before ever beginning any grooming.
Similarly, at my UPS stores, if a customer’s baby is sleeping, my staff will take the mail to their car. If a customer has the flu, I will have the packages delivered to their house.
I believe that old-fashioned customer service matters today more than ever and is the secret to success.