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What are we to think when companies don’t practice what they preach on a business level? Petsmart has part of their messaging to bring your dog to the store and an extension of its experience. I have gone into the store with staff who have brought their dog to work. A dog trainer was doing his manager a favor by picking up an extra shift late at night. He was fired for bringing his dog to work. I really think managers need to think about what the implications are to say one thing and to do another from a brand perspective. What messaging are you saying to your employees who are also your customers. They are you brand cheer a leaders. Later this man was relocated and rehired without incident. I get it’s tough to run a business and to keep structure with your employees. I wish the brand extended though the ranks to a store manager level. Any break in that chain will damage the brand in ways that will take much longer to recover. Not only will it hurt employee moral it also generated bad press nationally. I hope they will instill better training and management support for store managers to help them deal and communicate better. Everyone will benefit from it in the long run.



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