Featured Business — Pet Supplies Plus, August 2024
Pet Lover’s Paradise
- Are you an animal lover?
- Do you consider your pet a member of the family?
- Do you care about the plight of animals that need a home?
A Boon for OV Pet Lovers
OV’s newest retailer, Pet Supplies Plus (PSP), offers birds, reptiles and hamsters, a complete dog-grooming suite, and all-natural pet products (including toys and treats) largely made in the USA. Click here to see the original press release.
The store will offer special products for our hot summers, like paw-protecting dog booties and pool-ready life preservers.
The owner-operator, Michael “Mich” Bayley, is an Arizona native with a proven track record of supporting animal rescue, children’s activities, and educational programs at the two PSP locations he launched in Phoenix in recent years.
Welcome to the Family
“At our stores, we talk about ‘humanization’ and ‘personalization’ of one’s pet, so it’s really a member of the family. This is one of the things that originally interested me in this business.”
Mich is the proud owner of a Mini Golden Doodle (“Barkely”) and a rescue Maltipoo (“Zyggy”). A U of A graduate, Mich is a “serial entrepreneur” with a track record of successfully launching two international logistics company after earning his stripes in the trenches of Wall Street.
The Philanthropic Entrepreneur
While his extensive business experience explains his success in launching two PSP locations in Phoenix, what is remarkable (and refreshing) is his consistent commitment to philanthropy and the humane treatment of animals — even in the context of running a successful pet supplies business.
In an industry that has been widely criticized by animal rights groups (the use of “puppy mills”, for example) Mich dedicates store resources to animals in ways that don’t support his bottom line. This, in turn, helps make his stores the favorite of animal lovers in the community.
Finding Animals a “Forever Home”
Mich’s PSP stores in Phoenix offer regular pet adoption-a-thons in the parking lot in conjunction with the Phoenix Animal Care Coalition (PACC911). These feature a festive environment with food trucks and ready-to-take-home animals that all have been spayed/neutered and immunized.
One particular four-hour adopt-a-thon found “forever homes” for 77 rescue animals!
Amazingly, PSP even tracks successful adoptions as one of its Key Performance Indicators! This is counted as one form of community outreach. PSP staff also post available rescue animals on social media.
Antidote to the Big Box
In roughly half the space of a typical big box store, PSP maintains a locally-oriented culture where customers are all referred to as “neighbors”. About 2-300 “neighbors” will walk in on a typical day.
The stores also include a common space that children can be reserved – free-of-charge – for everything from children’s birthdays to animal education.
While PSP prides itself on all-natural, high-quality products (virtually all food is from the USA), it has to keep its prices competitive with larger retailers.
Neighbor-centric
One of the ways that Mich distinguishes the PSP experience is by having staff that are trained to be knowledgeable and ultra-helpful and attentive. They pride themselves on offering a “neighbor-centric” culture. This high standard of staff helpfulness in another Key Performance Indicator used to evaluate operations.
“My team creates a memorable experience,” says Mich. “We like for our ‘neighbors’ to have a lot of fun in our stores while shopping.”
Staff will happily carry heavy bags out to your car. The larger bags generally range from 28-40 lbs., with a maximum of 50 lbs.
Birds of a Feather
Most of the 10-15 employees that work at a PSP location are drawn to the work because they are animal lovers. One staff member has 9 cats, and another has 7 dogs (including many rescues). All of the staff are committed to the humane treatment of animals.
Floor staff include a “live animal care person” who is highly knowledgeable and can answer all questions about animals. This employee also writes up helpful information placards about the species and specific needs of each animal.
From Surf to Turf
PSP sells fresh and saltwater fish, as well as reptiles such as corn snakes, bearded dragons (a lizard), leopard geckos, and bald pythons. The new Tucson store will also be the first in the state to offer birds, guinea pigs and hamsters.
While PSP offers products and services for dogs and cats, these particular pets are not sold at Mich’s stores. Animal rights groups consistently criticize retail pet “mills” (high-volume breeding of certain species for profit), pointing out that there are already too many orphaned dogs and cats that need an owner.
Shave and a Haircut
PSP does offer a highly-professional dog grooming service on-site. The washing and grooming areas are separated from the sales floor by large windows, which allow everyone in the store to watch the sudsy fun.
PSP only hires professional groomers with a portfolio of their work. Each potential groomer needs to pass a technical skills assessment. Each dog that comes to the washing and grooming service is vetted (pun unintended) with a careful “noes to toes” inspection of the animal for age, health, signs of stress, etc.
Dog owners can also use the self-washing stations. Leashed pets are always welcome in the store.
Popularity Contest
Based on sheer volume, the most popular animals are the Leopard Gecko and the Bearded Dragon. These are small, friendly, easy to care for animals that are great starter pets for kids.
Mich says that the exotics in his stores are popular with the younger generation. These are often apartment-renters without a lot of space for larger pets.
During Covid, his store in Moon Valley, Phoenix offered ferrets, which turned out to be so popular that there was a waiting list.
“Leave The Hassle Behind”
The tagline “Leave the Hassle Behind” is part of PSP’s mission to help “neighbors” quickly and painlessly find what they need. 1-hour curbside delivery is the fastest option. PSP also offers same-day home delivery.
Parents who bring younger children into the store can spin a prize wheel for free animal toys and coupons.
Staff are trained to go the extra mile for “neighbors”. Mich shares the example of one “neighbor” who was mistaken about the price of a certain product. To make things right for the disappointed customer, the staff offered a coupon worth the value of the price difference.
The One that Got Away
One of the more interesting animals to grace one of Mich’s stores was a monitor – sort of like a 15 lb. version of a Komodo Dragon.
Apparently, the monitor had gotten loose on the 101 freeway in Phoenix, and the story was on the local TV news. The owner finally captured the monitor, and brought it into one of Mich’s PSP stores. The staff was quite thrilled to meet, and take photos with, this rare pet.
Pet Supplies Plus Arrives in Tucson
Pet Supplies Plus has approximately 750 stores across the U.S. Roughly two-thirds are independently owned and operated.
Mich opened the first two PSP stores in Arizona: the first in North Scottsdale, and the second in Moon Valley, Phoenix.
The OV Store – the first PSP in Tucson — will open on August 23 on N. La Canada Dr next to Fry’s.
“Being able to build community partnerships and make philanthropic contributions continue to be motivators as I open my third Pet Supplies Plus location,” Mich says. “At Pet Supplies Plus, we want to help all the animals in the community be safe, comfortable, and find their forever home.”
Grand Opening Weekend
The grand opening of the new OV Store will take place the weekend of September 14-15 and include 4x rewards points for on all purchases, special prize giveaways, huge discounts and more.
- Saturday, September 14 – Sunday, September 15 – Complimentary nail trims for dogs (proof of rabies vaccination is required) and free pet washes along with a prize wheel and other fun games.
- Saturday, September 14 – Free food and treats along with goodie bags and giveaways will be provided to neighbors throughout the day.
- Sunday, September 15 – The first 100 people will receive one free small bag of dog or cat food. In addition, there will be a raffle basket and more for neighbors visiting the store.
Store Hours
OV’s new PSP store will be open Monday through Friday, from 8 a.m. – 9 p.m., Saturday, from 8 a.m. – 8 p.m. and Sunday, from 9 a.m. – 6 p.m. To contact Pet Supplies Plus of Tucson, call (520) 476-3494. Pet Supplies Plus.
