We’re All Ears 2015

South West are the best!!

As a company we have a lot to achieve and in the South West we all work incredibly hard to play our part. Our aim is to be the Best Pet Shop in the World and to achieve this we need to be a Truly Amazing Place To Work.

We firmly believe that it is our colleagues who make us a success. Within the SW we have fantastic colleagues who willingly go the extra mile and we are really proud to have you as part of our region!!

Last year you scored the S.West a phenomenal 97% which made us the best in the whole of Pets at Home! Well done and thank you, that made us incredibly proud of all our fantastic colleagues and amazing region!

In addition to this we have also recently completed the Great Places to work survey and we are super excited to see the results and take the feedback on-board to make us an even better place to work.

The survey will run from 27th February – 15th March 2015

Life at Pets at Home is underpinned by our values, so naturally the survey format reflects this

The survey is run by an external company ‘SMG’ who ensure your feedback remains confidential. The results from this survey will be purely based on the feedback from our colleagues in the S.West region and will be broken down into areas and stores, so that we can gain specific feedback and get better every day.

Why do we use WAE and why are engaged colleagues so important?

• Energised and engaged colleagues make the difference. You make the difference!

• It allows us to recognise the things we do well as a region but also to recognise how we can get better every day

• Engaged colleagues use their huge amount of knowledge and expertise to provide the world class customer service that we offer to our customers

• Pets at Home is a specialist retailer and whilst we are continually developing new areas of the business, we need your help with to make sure we go from good to GREAT!

• We listen to your feedback to understand how we can make the S.West an even better place to work!!

• This year in the SW alone we have completed 233 Pet report with a pass rate of 91%!!!

• When we sell a rabbit we also ensure that they are micro-chipped and give our customer a free vaccination voucher.

• Our Step 1 training is now signed off by an FPM to ensure that all of our colleagues have the confidence and knowledge to promote responsible pet ownership.

• Shortly all of our stores will have special hay feeders in our bunny villages.

• Pet first aid training for all our groomers.

At Pets at Home, we put Pets before

Profit!

• Grooming gold standard – launched and leading the industry in pet care for our customers.

• For the first time in Pets at Home history, in 2014 we held a nutrition conference! We have had fantastic feedback and in light of this we will be holding another conference in October 2015!!!!

• We now have health checkers based at breeders who health check our Pets before they are accepted.

• Strict guidelines on our Pet quantities per box

• Brand new environmentally friendly vans

• Bespoke kit – designed with the support of our Pet Team.

• Van Temperature cooling & heating systems and air suspension in place to ensure the comfort for our Pets on their journey.

• Emergency food and water carried at all times.

• Daily cleaning process. • Getting better every day by

regular feedback from Pet Delivery Drivers and store colleagues.

• Aim to delivery all Pets within a 6 hour window from breeder to store(s)

• Our pet delivery team are all trained in Pet Handling / Basic Health checking, step 1 and 2 and also have annual refresher training!!

Our

Pet

Delive

ry

Driver

s

I am Proud of

the way Pets at

Home looks

after Pets

In addition to all this fantastic training we also provide all our colleagues with;• Step 1 and Step 2 training• Opportunities to ‘Earn as you

Learn’• Step 2 CPD to refresh your pet

knowledge• Variety of training ‘Kibbles’ to

refresh your knowledge and to ensure that our knowledge and ex’PET’ise is kept up to date.

Being

knowledgeable

about Pet care is

a priority in my

store

We are proud to offer world class training for all our colleagues to ensure that you have excellent knowledge and ex’PET’ise;

In the S.West we have;

• 229 colleagues currently studying towards Step 3 and 105 colleagues have already passed. That’s a whopping 334 Step 3’s in our region alone!!!

• 7 colleagues currently studying towards Step 4 and a further 5 colleagues have already passed.

• 279 colleagues trained in Nutrition, 60 colleagues in dental, 322 colleagues SQP trained and 164 of our colleagues have had specific reptile training!!!

• Through Support Adoption for Pets we have awarded £1,925,000 to animal charities!

• As a business we have rehomed 59,183 pets with the S.West rehoming 13,440

• The S.West have raised a staggering £450,000 for Support Adoption this year which is a staggering £250,000 over target!!

• In total Support Adoption has raised £2,191,348 this year!!!

WOW - Well done and a big thank you for all your contributions!!!

Pets at Home

makes a positive

difference to Pets

across the UK

• Our Pet delivery is growing at great pace and now has 16 pet delivery colleagues who deliver to 220 stores, and results in delivering over 22,000 pets per 4 weekly period!

• Manchester dogs home were extremely grateful with the support we gave after their devastating fire this year. We sent more than 10 double decker trailers to deliver our donations to help the animals.

We have Fun!

• We are committed to always ensuring that all our colleagues have a 4 week rota

• Birthday leave• Enhanced paternity

leave• First day of school

leave• An understanding

and approachable Management team.

My work has special

meaning – this is not ‘just a

job’

I am happy with

the balance

between my

home and work

life

I have fun when I am at

work

• Fancy Dress days• Local store events• Charity days• We build great

teams who always live our values and have fun at every opportunity.

• We always hear laughter in our stores and are greeted with happy faces and big

smiles

• We pride ourselves in recruiting colleagues who are as passionate about pets as we are!

We work as a Team!

We hold daily shoals with all member of the team and hold a big shoal every 4 weeks.

My location is free from things

that could be upsetting for my colleagues such

as bullying, harassment,

ageism, sexism, or racial remarks

Our shoals

are informati

ve

I enjoy working with my

team

My Managers

listens and takes

a real interest in

me

My Manager

is approacha

ble

We commit to giving all our colleagues an appraisal on their pet birthday . We also commit to 4/8/12 week reviews with our new colleagues

In the South West we have a firm commitment to equality of opportunity and will not tolerate any form of harassment or bullying!!I would recommen

d my Manager to others

Over the last 12 months I have had an appraisal or

interim review

We have considerable growth and expansion planned offering fantastic career opportunities and progression

I would recommend

Pets at Home as a great

place to work to my friends

and family

New Stores opened this year in our region…

DorchesterBristol Emersons

FalmouthCirencester

Gillingham (Dorset)Barry

Clevedon

Refits this year in our region…

EastleighExeter

TrowbridgeTorquay

Newton AbbottEveshamLlanelli

For 2015 we are continuing with our business growth and in our region we have a number of new stores, vets and groomers on the horizon…..

I would recommend

Pets at Home as a great

place to work to my friends

and familyNew stores on the horizon…

PenzanceNewquay

WellsBathYateAlton

Southampton Hedge endCaerphillyMonmouth

Merthyr Tydfill

Refits on the horizon…

PortisheadCarmarthen

HaverfordwestCardiff Bay

We take Pride in what we do!

• We are a values driven business and our colleagues are at the heart of everything we do.

• We recruit colleagues who have similar values to our own and want to make a real contribution to the team, store and business.

• We have considerable growth and expansion planned offering fantastic career opportunities and progression

I feel personally committed to helping

Pets at home

succeed

I would recommend

Pets at Home as a great

place to work to my friends

and family

I am proud to work for

Pets at Home

• We have a reputation as a leading pet retailer and pet authority . In addition to thiswe have established strong relationships with the RSPCAand Dogs Trust• We always go the extra

whisker and deliver world class service to our customers

• As a business we pledge to help give pets a second chance in a loving home through Support Adoption

• This year we have rehomed a staggering 59,183 pets!!!

We take Pride in what we do!

We have had a number of celebrations over the past 12 months such as;• In March 2014 we floated onto the

stock market and became a PLC, 34 new stores opened, 3 million new VIP members and many more

In addition to this we also recognise our colleague celebrations both inside and outside of work by;• The celebration programme, where

we celebrate births, weddings, birthdays, pet birthdays, colleagues of the month, first day of school etc.

At Pets at Home we are always

celebrating both individual and

business achievements

I feel energised

and empowere

d when doing my

job

We keep you energised by;• Continuous development

of our colleagues through on-going training

• Continuing to reward our colleagues for going the extra whisker

• Your Manager recognising that it’s the little things that make a big difference (Thankyou’s and recognition)

• Appreciation - Our managers recognise that without a great team behind them they are unable to succeed! You are all super stars!!

We get Better Every Day!

It’s the little things that make a big difference, • Recognition for a job well

done. It could be as simple as a kind word or a pat on the back

• We regularly celebrate success via Barkers Bears website whereby you can access each Areas own website.

• This could be from your Manager, your team or your store TIGER!!

• Two intakes of Rising Stars and Moving on Up per year

• Excellent career development opportunities with 30+ new stores opened per year

• Opportunities to study towards Step 3 and 4

• On going commitment to conduct appraisals with every colleague on your pet anniversary.

• Open and honest two way communication between colleagues and Management

• All feedback is golden!!

I have been recognised for

something I have

done/achieved in the last 2

months

There are opportunities for me to

learn and grow at Pets at Home

My Managers gives me

timely feedback that helps

me improve my

performance

WOW fact – 64 of our Store Managers in the South West have graduated through Fast Track!!!!

• Based on your feedback we launched a new and improved uniform

• Launched a Salon Manager toolkit• New shower bath’s have been

designed for no leak. Better for the pet and better for our groomers.

• Launched a new reward scheme through VIP

• New salon POS starring our very own colleagues and pets

• City and Guilds equivalent training for colleagues

What's new in

our Groom

Room’s…?

• Cash 4 Kit - buy the scissors you fancy at a great discount and interest free.

• Blade sharpening in house at the NDC for a better service for YOU!

• Deposit scheme introduced to help protect your bookings

• This year we have launched new products;• Mud Bath• Paw fizz tablets• New bandanas• Hydrating butter

It gives us great pride to see how well our people have developed this year and we have had some pawsitively fantastic achievements over the past 12 months.

This year we have had 26 colleagues pass Rising Stars and 18 colleagues pass Moving On up. In addition to this we have a further 18 colleagues currently on Rising Stars and 11 Assistant Managers currently on Moving on up.For Fast Track, 11 of our managers graduated in 2014 and we have a further 4 Managers on the current intake!!

I have consistent opportunities at work to use my strengths

I am given the training (formal/informal) I need to

do my job well

In the S.West we champion internal promotion wherever possible and this year we have had a number of movers and shakers..

• 29 colleagues enrolled onto the Power to your paws programme.

We have promoted ;• 23 Assistant stylists to

Stylists• 6 stylists to Salon

Managers• 21 colleagues to

Assistant Managers• 12 Assistant Managers to

Deputy Managers• 8 Deputy Manager to

Store Managers!

WOW fact – As a business we have spent 426,798 hours on training this year for our fantastic colleagues!!!!

We do what we say we’ll do

• We offer various routes for career progression within the business whether it be, retail, Distribution, Vets, Grooming, Support Office, Rideaway! The opportunities are endless!!

• To support career progression in 2015 we are continuing with our Internships initiative.

• Support to help you manage work alongside your other commitments – student contracts, dual contracts, study leave, career breaks and flexible working.

• Our people are the heart of our region and we are passionate about supporting and developing our colleagues.

• In the South West we know our colleagues by heart to truly work on your career progression.

• We have been voted the Number 1 Best Company to work for by

our colleagues

I am motivated to do the best job I can for

Pets at Home

Considering everything,

I am satisfied

with the job I do

I want to be a part of the business in a years time

• In the South West we are passionate about knowing our colleagues by heart. In order to do this we hold regular listening groups and development days for Assistant Managers, Deputy Manager and Store Managers. We do this because we want to hear your feedback all year round so that we can make the S.West the Best it can possibly be!

• As a region we give regular business updates and take pride in our culture of open and honest two way communication. Everyone’s opinion matters!!

• The S.West offer a field team who are approachable and really do care!• In addition to this we have a pack of TIGERS who are all working

collectively to make the West a Grrrrrreat place to work! Each store is unique and has a different dynamic and needs. The Tiger is in store to support the whole team, to coach new colleagues, to celebrate and recognise milestones in both your work and home life. The Tiger is in addition to the Management team to ensure that all of our colleagues in the South West enjoy your job and never feel uncomfortable at work!

I trust the leadership of

the organisation

I trust my

Manager

My Managers shares important knowledge/inform

ation with me

Keeping our colleagues satisfied!

Take a look at all the things that they

do for me!

I feel my pay and benefits are fair for the job I do

For our colleagues...

The Pets

Pension

Incentive schemes from the bonus pot through to

incentives (6 of the best, pond league etc.)

All our colleagues received a

2% pay increase in

October 2014

Cycle to

work

scheme

Child care vouchers

Charity days

Opportunity for progression in a successful and growing business

Hardship grants

Industry leading trainingShare Save

opportunitiesEarn as

You Learn

All

colleague

road

shows!

Holidays

Christmas party/night

outLong

service

days

out

For the Family…

Birthday day leave

New baby gift and generous maternity leave

Getting married = 1

week off with pay plus a present!

Treats and

Benefits

package

Death in service

benefit (We hope

no one needs it but a

really good scheme)

First day at school leave

Bereavement leave

Enhanced

paternity

leave for up

to 4 weeks

A few of our rewards and treats…

•Celebration programme – You let us know how you would like to be rewarded for your success and we do it! We celebrate your achievements in and out of work and share your good news.•Area quarterly awards.•Regional Pet report awards.•£1000 top prize in the support adoption for pets lottery• 20% Discount for all our colleagues in Stores, Groom Room, Vets 4 Pets, Companion Care and Rideaway! •20% discount in store for your nominated family member• A team bonus scheme that is available to everyone in store.•Ad Hoc double discount days!!!

Things to Remember…

• Take time to read the questions and ensure you understand them before you answer

• Think of the year and not the day• Give your honest and constructive feedback

to help us to continue to improve • Various questions state ‘Your Manager’ in

these instances please answer honestly in regards to your Store Manager

• The aim of this survey is to gain feedback to understand how we can make the South West even better. Therefore we would ask that you have an opinion and use either strongly agree or strongly disagree.

Thank you for your time….Over to you!!