Now celebrating their 20th year, the Keane brothers know the ingredients for success in the pet industry.
It’s really no secret, Greg Keane said, just concentrate on service to the customer and commitment to the community.
From one store in Grand Rapids, brothers Greg and Tyson have continually seized on opportunities and have now built their business into six retail stores and one wholesale distributor business.
Five stores, including one just opened in September, are in Grand Rapids. The sixth is just down the road on Chicago Drive in Holland.
They walk the talk when it comes to service to the community. Chow Hound supports Harbor Humane Society, the Humane Society of Kent County, Mackenzie’s Animal Sanctuary and Paws with a Cause, an organization that trains service dogs for people with disabilities.
They also sponsor cat and kitten adoptions at store locations. It’s all part of their strong belief in becoming part of the fabric of the community in which they live.
The first Chow Hound opened in 1989. A visit to a feed store in Columbus, Ohio helped provide the blueprint the brothers needed as they were searching for a business to go into, said Greg, a former truck driver and manager of a trucking company.
“Wow, this is really cool,” Greg remembers saying, as they looked over the operation. They ended their search at that point. Not long after, they opened their first store.
The rapid growth that followed Greg attributes to customer focus. The company concentrates in two areas—finding new products and bringing value to the customer.
For instance, Chow Hound managers were quick to latch on to Coastal’s Shed Magic De-Shedding tool as a new product with potential. It combines the features of more expensive brands that the stores could offer at a much lower price. It’s a great example of value for the customer that they’re always on the lookout for.
Greg cited another example with dog crates. “We found some good, solid functional crates that we could sell $30 to $40 below the premium models, and it’s a big success,” he said.
Customers have also enjoyed their self-serve dog wash, now available at all locations. A typical layout is 3 bays with stainless steel tubs. Deluxe Four-Star canine accommodations include blow dryers, shampoo, combs, brushes, deodorant, and ribbons and bows for that Just-So look.
For not-so-little dogs, “You can take an 80lb. Lab, wash him in 20 minutes and leave the mess behind,” Greg said, explaining the appeal.
Chow Hound also offers Dog Training classes, where they teach necessary skills to pet lovers. They also manage to promote Coastal products at the same time.
“We give a discount on collars and leads, and the customers buy ‘em up,” he said.
Nobis Sales Rep Amy Sanford visits Chow Hound regularly and keeps the large Coastal display looking tidy. It’s tops on her list of favorite stores to visit, she said.
Greg is happy to have chosen the pet trade as his life’s work.
“We’ve been very fortunate,” he said.
We feel the same way in knowing Greg, his brother and their staff.