Business Love Stories - The Pet Shed
Hannah James, pet lover, entrepreneur and owner of The Pet Shed based near Fiveways in Brighton has a passion for animal health & wellbeing.
Assisted by her wonderful team, Ellie, Emma, Sarah and Nonna, her desire for promoting and selling natural products, pet food, healthy treats, and everything the stylish pooch about town could need has enabled her independent business to flourish.
After 23 years working in the NHS, Hannah’s dream of running an independent pet shop was made true with the belief and financial help of a neighbour. Together, they took the leap of faith and Hannah left the stability that comes with working for a large organisation and began her exciting journey to something new.
I spent time with Hannah, and her adorable dozing dachshund, Bourbon to talk everything to do with her business, the successes, challenges and why she loves being an independent business owner.
What made you set up on your own?
“I had 23 years of service working for the NHS within finance and one day I sat there and thought, do I want to do this for the rest of my working career, and the answer was no. I had always loved animals, even with my first flat I had 2 cats and over time things grew. I had a great relationship with my local pet shop and one day it went up for sale and it got me thinking, I could buy it. I created a business plan and met with my bank but unfortunately, they decided the investment was not for them, so for now, my dream of owning a pet shop and working for myself was put on hold”.
Can you remember the moment you decided?
“5th August 2013, the day my neighbour changed my life. Our neighbour lived in Wales and my husband and I were keeping a caring eye on her brother who lived next door. During a catch up over a cup of tea and slice of birthday cake, we discussed the next few weeks care plan as my neighbour had always assumed I was a nurse working for the NHS. I explained I was actually a cost accountant whose dream was to open a pet shop, but my dreams had been dashed by the bank. Without hesitation my neighbour said, “I will lend you the money, put a new business plan together and I will discuss with my Financial Advisor”.It was lovely to feel that she trusted me and believed in me and that was the moment that changed my life.”
How would you describe your relationship with your business right now?
“I am always a glass half full optimist, its hard work but I don’t feel I have missed out on things, even when I am pouring over the books on a Sunday evening, I make sure I have a day off in the week to compensate and catch up on life admin. Working for myself is fun, I love playing shops. I still get to work with spreadsheets, I get to go to trade shows, I meet the most incredible people, but the best part of the job is meeting my customers, their pets and being able to share my knowledge and advice. Pet owners are genuinely nice people, they have made the conscious decision to put the wants and needs of their animals before themselves, it’s just a pleasure to talk and help, what’s not to like?”
When was it at its worst? What was happening for you then?
“To be honest the more worry time is now with the cost-of-living crisis. Covid-19 meant I had to juggle working in the shop 6 days a week while splitting my time to completing home deliveries for customers not wanting to venture out. However, with the increase in demand for deliveries and pet supplies in general during lockdown, it enabled the business to accumulate a financial buffer.”
What advice would you give to another owner who’s feeling disillusioned?
“Go right back to basics and remember why you did it in the first place. Re-find your passion, what’s your motivation and what are your goals? Go back to your ‘why?’ What’s the worst that can happen, what does the alternative look like, and would that be better? Don’t be scared to ask people for help, something we tend not be good at. It’s helpful to have a mentor or life coach in your corner, especially if you run your business on your own. Someone to offer advice and ask the difficult questions you have been avoiding.
What keeps you connected to why you started your business in the first place?
“My customers keep me going and the love for what I do, making a difference, helping and supporting them with any problems their pets may have, and importantly working for myself.”
Would you say you love your business? Tell us about something you’ve done to show your business love and nurture your relationship with it.
“Yes, I love my business, my customers, and their pets. I love talking to people and sharing the advice and knowledge I have gained over the years. I love contributing to editorials, sharing the success, the pitfalls and generally supporting the industry I am proud to be in. I love being part of the community and often have volunteers helping in the shop, from the local senior schools doing their work experience week, to the local charity Team Domenica who help young adults with learning difficulties find paid work.
I am active on social channels and am more than happy to mentor people looking to establish their own pet shop business. It’s all about supporting each other and being proud of the industry we are in, but also being realistic as it’s not all puppies and rainbows.”
Who or what keeps you going in tough times?
“The knowledge I have created an amazing business, my team, the love for what I do, my customers, my family and the fact I work for myself.
What do you love about working for yourself?
“The feeling of achieving my dream of owning a successful pet shop, identifying a gap in the market and going for it. The great feeling I get when my advice helps my customers and their pets live a happy and healthy life.”
How seasonal is your business?
“Christmas and its run up have a huge positive impact; our business tends to take a bit of a dip in the summer holidays. My location is not a tourist hot spot, however we do get passers by stopping to get a doggy ice cream for their dogs to enjoy.”
We’re living in interesting times, what steps are you taking to ensure your future?
“To keep moving forward, always look at ways to stay up to date with industry trends and keep moving forward. Modernising does not mean losing traditions, it means making the most of the tools available. For example, social media channels, a must for any business in the world of today, Instagram, Facebook, TikTok you have to go out and grab your customers attention.”