Transcript Document

We’re All Ears 2015
South West are the best!!
As a company we have a lot to achieve and in the South West we all work
incredibly hard to play our part. Our aim is to be the Best Pet Shop in the World
and to achieve this we need to be a Truly Amazing Place To Work.
We firmly believe that it is our colleagues who make us a success. Within the SW
we have fantastic colleagues who willingly go the extra mile and we are really
proud to have you as part of our region!!
Last year you scored the S.West a phenomenal 97% which made us the best in the
whole of Pets at Home! Well done and thank you, that made us incredibly proud
of all our fantastic colleagues and amazing region!
In addition to this we have also recently completed the Great Places to work
survey and we are super excited to see the results and take the feedback onboard to make us an even better place to work.
The survey will run from 27th February – 15th March 2015
Life at Pets at Home is underpinned by our values, so naturally the survey format
reflects this 
The survey is run by an external company ‘SMG’ who ensure your feedback
remains confidential. The results from this survey will be purely based on the
feedback from our colleagues in the S.West region and will be broken down into
areas and stores, so that we can gain specific feedback and get better every day.
Why do we use WAE and why are engaged colleagues so
important?
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Energised and engaged colleagues make the
difference. You make the difference!
It allows us to recognise the things we do well
as a region but also to recognise how we can
get better every day
Engaged colleagues use their huge amount of
knowledge and expertise to provide the world
class customer service that we offer to our
customers
Pets at Home is a specialist retailer and whilst
we are continually developing new areas of
the business, we need your help with to make
sure we go from good to GREAT!
We listen to your feedback to understand how
we can make the S.West an even better place
to work!!
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This year in the SW alone we have
completed 233 Pet report with a pass
rate of 91%!!!
When we sell a rabbit we also ensure
that they are micro-chipped and give
our customer a free vaccination
voucher.
Our Step 1 training is now signed off
by an FPM to ensure that all of our
colleagues have the confidence and
knowledge to promote responsible
pet ownership.
Shortly all of our stores will have
special hay feeders in our bunny
villages.
Pet first aid training for all our
groomers.
At Pets at Home,
we put Pets before
Profit!
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Grooming gold standard – launched and
leading the industry in pet care for our
customers.
For the first time in Pets at Home history,
in 2014 we held a nutrition conference!
We have had fantastic feedback and in
light of this we will be holding another
conference in October 2015!!!!
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We now have health checkers based
at breeders who health check our Pets
before they are accepted.
Strict guidelines on our Pet quantities
per box
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Brand new environmentally friendly
vans
Bespoke kit – designed with the
support of our Pet Team.
Van Temperature cooling & heating
systems and air suspension in place to
ensure the comfort for our Pets on
their journey.
Emergency food and water carried at
all times.
Daily cleaning process.
Getting better every day by regular
feedback from Pet Delivery Drivers
and store colleagues.
Aim to delivery all Pets within a 6 hour
window from breeder to store(s)
Our pet delivery team are all trained in
Pet Handling / Basic Health checking,
step 1 and 2 and also have annual
refresher training!!
We are proud to offer world class training
for all our colleagues to ensure that you have
excellent knowledge and ex’PET’ise;
In the S.West we have;
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229 colleagues currently studying towards
Step 3 and 105 colleagues have already
passed. That’s a whopping 334 Step 3’s in our
region alone!!!
7 colleagues currently studying towards Step
4 and a further 5 colleagues have already
passed.
279 colleagues trained in Nutrition, 60
colleagues in dental, 322 colleagues SQP
trained and 164 of our colleagues have had
specific reptile training!!!
In addition to all this fantastic training we
also provide all our colleagues with;
• Step 1 and Step 2 training
• Opportunities to ‘Earn as you Learn’
• Step 2 CPD to refresh your pet
knowledge
• Variety of training ‘Kibbles’ to refresh
your knowledge and to ensure that our
knowledge and ex’PET’ise is kept up to
date.
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Through Support Adoption for Pets we
have awarded £1,925,000 to animal
charities!
As a business we have rehomed 59,183
pets with the S.West rehoming 13,440
The S.West have raised a staggering
£450,000 for Support Adoption this year
which is a staggering £250,000 over
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target!!
In total Support Adoption has raised
£2,191,348 this year!!!
WOW - Well done and a big thank
you for all your contributions!!!
Our Pet delivery is growing at great pace and
now has 16 pet delivery colleagues who deliver
to 220 stores, and results in delivering over
22,000 pets per 4 weekly period!
Pets at Home
makes a
positive
difference to
Pets across the
UK
Manchester dogs home were
extremely grateful with the
support we gave after their
devastating fire this year. We
sent more than 10 double
decker trailers to deliver our
donations to help the animals.
We have Fun!
I have fun when I
am at work
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We are committed to
always ensuring that all our
colleagues have a 4 week
rota
Birthday leave
Enhanced paternity leave
First day of school leave
An understanding and
approachable Management
team.
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We pride ourselves in
recruiting colleagues
who are as passionate
about pets as we are!
My work has special
meaning – this is not
‘just a job’
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Fancy Dress days
Local store events
Charity days
We build great teams who
always live our values and
have fun at every
opportunity.
We always hear laughter
in our stores and are
greeted with happy faces
and big smiles 
We work as a Team!
My location is free
from things that could
be upsetting for my
colleagues such as
bullying, harassment,
ageism, sexism, or
racial remarks
In the South West we have a
firm commitment to equality of
opportunity and will not
tolerate any form of
harassment or bullying!!
I would
recommend
my Manager
to others
My Manager
is
approachable
I enjoy
working with
my team
My Managers
listens and
takes a real
interest in me
Our shoals
are
informative
We hold daily shoals
with all member of the
team and hold a big
shoal every 4 weeks.
We commit to giving all our
colleagues an appraisal on
their pet birthday . We also
commit to 4/8/12 week
reviews with our new
colleagues
Over the last 12
months I have
had an appraisal
or interim review
We have considerable growth and expansion
planned offering fantastic career opportunities and
progression
I would recommend
Pets at Home as a
great place to work
to my friends and
family
New Stores opened this year in
our region…
Refits this year in our region…
Dorchester
Bristol Emersons
Falmouth
Cirencester
Gillingham (Dorset)
Barry
Clevedon
Eastleigh
Exeter
Trowbridge
Torquay
Newton Abbott
Evesham
Llanelli
For 2015 we are continuing with our business
growth and in our region we have a number of new
stores, vets and groomers on the horizon…..
I would recommend
Pets at Home as a
great place to work
to my friends and
family
New stores on the horizon…
Penzance
Newquay
Wells
Bath
Yate
Alton
Southampton Hedge end
Caerphilly
Monmouth
Merthyr Tydfill
Refits on the horizon…
Portishead
Carmarthen
Haverfordwest
Cardiff Bay
We take Pride in what we do!
I would recommend
Pets at Home as a
great place to work
to my friends and
family
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• We have a reputation as a
leading pet retailer and pet
authority . In addition to this
we have established strong
relationships with the RSPCA
and Dogs Trust
We are a values driven business and our
• We always go the extra whisker
colleagues are at the heart of everything
and deliver world class service
we do.
to our customers
We recruit colleagues who have similar
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values to our own and want to make a real
help give pets a second chance
contribution to the team, store and
in a loving home through
business.
Support Adoption
We have considerable growth and
• This year we have rehomed a
expansion planned offering fantastic career
I feel personally staggering 59,183 pets!!!
opportunities and progression
committed to
helping Pets at
home succeed
I am proud to
work for Pets at
Home
We take Pride in what we do!
At Pets at Home we are
always celebrating both
individual and business
achievements
We have had a number of
celebrations over the past 12 months
such as;
• In March 2014 we floated onto the
stock market and became a PLC,
34 new stores opened, 3 million
new VIP members and many more
In addition to this we also recognise
our colleague celebrations both
inside and outside of work by;
• The celebration programme,
where we celebrate births,
weddings, birthdays, pet birthdays,
colleagues of the month, first day
of school etc.
I feel
energised
and
empowered
when doing
my job
We keep you energised by;
• Continuous development of our
colleagues through on-going
training
• Continuing to reward our
colleagues for going the extra
whisker
• Your Manager recognising that
it’s the little things that make a
big difference (Thankyou’s and
recognition)
• Appreciation - Our managers
recognise that without a great
team behind them they are
unable to succeed! You are all
super stars!!
We get Better Every Day!
I have been
recognised for
something I have
done/achieved in
the last 2 months
It’s the little things that make a
big difference,
• Recognition for a job well
done. It could be as simple
as a kind word or a pat on
the back
• We regularly celebrate
success via Barkers Bears
website whereby you can
access each Areas own
website.
• This could be from your
Manager, your team or your
store TIGER!!
There are
opportunities
for me to learn
and grow at
Pets at Home
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My Managers
gives me timely
feedback that
helps me
improve my
performance
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Two intakes of Rising Stars
and Moving on Up per year
Excellent career
development opportunities
with 30+ new stores opened
per year
Opportunities to study
towards Step 3 and 4
On going commitment to
conduct appraisals with every
colleague on your pet
anniversary.
Open and honest two way
communication between
colleagues and Management
All feedback is golden!!
WOW fact – 64 of our Store Managers in
the South West have graduated through Fast
Track!!!!
What's new
in our
Groom
Room’s…?
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Based on your feedback we launched a
new and improved uniform
Launched a Salon Manager toolkit
New shower bath’s have been designed
for no leak. Better for the pet and
better for our groomers.
Launched a new reward scheme
through VIP
New salon POS starring our very own
colleagues and pets
City and Guilds equivalent training for
colleagues
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Cash 4 Kit - buy the scissors you
fancy at a great discount and interest
free.
Blade sharpening in house at the NDC
for a better service for YOU!
Deposit scheme introduced to help
protect your bookings
This year we have launched new
products;
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Mud Bath
Paw fizz tablets
New bandanas
Hydrating butter
It gives us great pride to see how well our people have developed this year and we
have had some pawsitively fantastic achievements over the past 12 months.
This year we have had 26
colleagues pass Rising Stars
and 18 colleagues pass
Moving On up. In addition to
this we have a further 18
colleagues currently on
Rising Stars and 11 Assistant
Managers currently on
Moving on up.
For Fast Track, 11 of our
managers graduated in 2014
and we have a further 4
Managers on the current
intake!!
I am given the
training
(formal/informal)
I need to do my
job well
I have
consistent
opportunities
at work to use
my strengths
In the S.West we champion internal
promotion wherever possible and
this year we have had a number of
movers and shakers..
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29 colleagues enrolled onto the
Power to your paws programme.
We have promoted ;
• 23 Assistant stylists to Stylists
• 6 stylists to Salon Managers
• 21 colleagues to Assistant
Managers
• 12 Assistant Managers to Deputy
Managers
• 8 Deputy Manager to Store
Managers!
WOW fact – As a business we have spent
426,798 hours on training this year for our
fantastic colleagues!!!!
We do what we say we’ll do
I want to be a
part of the
business in a
years time
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Considering
everything, I am
satisfied with
the job I do
We offer various routes for career progression within the business whether it be, retail,
Distribution, Vets, Grooming, Support Office, Rideaway! The opportunities are endless!!
To support career progression in 2015 we are continuing with our Internships initiative.
Support to help you manage work alongside your other commitments – student
contracts, dual contracts, study leave, career breaks and flexible working.
Our people are the heart of our region and we are passionate about supporting and
developing our colleagues.
In the South West we know our colleagues by heart to truly work on your career
progression.
We have been voted the Number 1 Best Company to work for by our colleagues 
I am motivated to
do the best job I
can for Pets at
Home
I trust the
leadership of the
organisation
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I trust my
Manager
My Managers shares
important
knowledge/information
with me
In the South West we are passionate about knowing our colleagues by heart. In order to do
this we hold regular listening groups and development days for Assistant Managers,
Deputy Manager and Store Managers. We do this because we want to hear your feedback
all year round so that we can make the S.West the Best it can possibly be!
As a region we give regular business updates and take pride in our culture of open and
honest two way communication. Everyone’s opinion matters!!
The S.West offer a field team who are approachable and really do care!
• In addition to this we have a pack of TIGERS who are all working
collectively to make the West a Grrrrrreat place to work! Each store is
unique and has a different dynamic and needs. The Tiger is in store to
support the whole team, to coach new colleagues, to celebrate and
recognise milestones in both your work and home life. The Tiger is in
addition to the Management team to ensure that all of our colleagues in the
South West enjoy your job and never feel uncomfortable at work! 
Keeping our colleagues satisfied!
Take a look at all the
things that they do for
me!
I feel my pay
and benefits
are fair for
the job I do
For our colleagues...
Share Save
opportunities
Industry
leading
training
Hardship
grants
Charity
days
All our colleagues
received a 2% pay
increase in
October 2014
Christmas
party/night out
For the Family…
Getting married = 1
week off with pay
plus a present!
A few of our rewards and treats…
•Celebration programme – You let us know how you would
like to be rewarded for your success and we do it! We
celebrate your achievements in and out of work and share
your good news.
•Area quarterly awards.
•Regional Pet report awards.
•£1000 top prize in the support adoption for pets lottery
• 20% Discount for all our colleagues in Stores, Groom Room,
Vets 4 Pets, Companion Care and Rideaway!
•20% discount in store for your nominated family member
• A team bonus scheme that is available to everyone in store.
•Ad Hoc double discount days!!!
Things to Remember…
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Take time to read the questions and ensure you understand
them before you answer
Think of the year and not the day
Give your honest and constructive feedback to help us to
continue to improve
Various questions state ‘Your Manager’ in these instances
please answer honestly in regards to your Store Manager
The aim of this survey is to gain feedback to understand
how we can make the South West even better. Therefore
we would ask that you have an opinion and use either
strongly agree or strongly disagree.
Thank you for your time….
Over to you!!