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Woof 'n Hoof owner Donna Willis doesn't just know her customers by name: She knows their kids' and pets' names, too. That kind of personal service has helped keep business strong at her Mint Hill feed and pet store even during a recession that's left many retailers reeling.
“I've always felt kind of guilty, because it seems not to have affected this particular business,” Willis said. “As far as a small business goes, I'm just blessed.”
The store, located in a building that dates to the 1940s, has a country feel and a sign in front reading “Big & small, we feed em all.” Sure enough, it sells food and accessories for cats, dogs, horses, chickens and small pets such as chinchillas. It also sells more specialized items such as a 50 pound bag of Game Fish Chow and, yes, squirrel food.
Revenue so far this year is up about 20 percent over the same time last year, Willis said. That's partially because the store passed along price increases from suppliers. In addition, more people are buying.
The only area in which Willis has noticed a sales decline is in horse feed, because some customers have sold off horses to save money. The drop is just enough to be noticeable – about 5 percent compared with last year, she said.
Even in hard times, Willis says, pets are one of the last things that people will cut spending on. And though she works to keep her prices competitive, she says those interested in price alone probably weren't shopping at her store in the first place; they could instead head to Wal-Mart for a big bag of store-brand kibble.
A magazine clipping showing a dog leaning out a window at a gas station hangs on the wall near the register. “Will there be any money left to feed me?” it reads. “Give your customers the value they need.”
That can come in many forms. While Willis is helping a woman with some feed, another customer calls and leaves a message saying that she'll be by in a few minutes to pick up three cases of all-natural canned dog food. When Willis hears it, she heads to the back and returns pushing the cases on a dolly, so they'll be ready when the customer arrives.
“That's what helps me compete with the big guys,” she said.
