Brian Chan

Petland Store Manager of the Year Brian Chan

Motivation2005 Store Manager of the Year uses people skills to empower staff

Brian Chan was "thrilled" to be at this year's Petland Trade Show.He didn't know how expansive the Petland family was or how many distinguished store managers were among the attendees until he sat down at the annual awards banquet.

"I was wowed by the whole presentation," said the 25-year-old from Petland Carriage Place in Columbus, Ohio.

Little did Chan know he would be named Petland Store Manager of the Year later that night during the 2005 Petland Trade Show held in July at Disney World near Orlando, Fla.

"It's probably the most prestigious thing I've every personally achieved.I equate it to being like the valedictorian of my class," said Chan, adding, "There are a lot of great managers out there at this distinguished company."

After winning the award, Chan called his mother, Eileen, to share his pride.

"She started crying.It was a good moment.She wished she could have been there with me," Chan said.

Chan, who comes to Petland as a college senior, studying organizational business at Miami University in Ohio, manages Petland Carriage Place for the Donovan family made up of Franchisees Tom and Patty Donovan and their children, Matt, John, and Julie.
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Chan has worked for Petland since June 2003, starting in the fish department.Today, he has his eye on a managerial career with the company.
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At first, Chan said, he thought his job with Petland might just be a "stepping stone," but then he started intense training and learning about the Petland system and culture.

"It's all about the culture you develop and how you promote the company's systems," Chan said, noting that he uses Petland's resources everyday to fulfill the Petland Mission Statement.

Chan's staff is using Petland's five-step sale techniques and going over each pet's four basic needs before they are placed with new families.Puppies are out of their display windows constantly, socializing with customers, young and old.

"At Petland Carriage Place, we're all part of the same team.I can't achieve my goals without my pet counselors achieving their goals," Chan said.
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Chan has driven sales to record levels in the last year and a half at a mature Petland store that is part of a shopping center in the midst of transition, losing several anchors and thus having reduced customer counts.The average ticket at the store is now more than $60 and Chan's gross profit margins are at record levels as well.

Chan realizes that in a perfect world a manager would train and delegate and "not do a thing."

"I train and I delegate, but I have a very hands-on management style.I'm there encouraging," Chan said, indicating his people skills most likely create his managerial successes."Motivation is the most vital thing you have in your store."

Coaching strengths

Having instructed youth in baseball for years, Chan likens his managerial style at Petland to that of a coach.Of his Petland Pet Counselors, he said, "I can teach them everything to do, but I can't swing the bat or, in this case, sell the pets and support supplies.They need to be motivated to do that."

Rewards and commissions are key.Overall, Chan said he enjoys teaching, delegating and making Petland Carriage Place not only a profitable store, but also an enjoyable place to work.

"I can't tell you how much fun I'm having here," he said.