Michael Baker | Owner, Rumford Pet Express
1. What impact has the pandemic had on the independent pet supply business? The American Pet Products Association reported a record-breaking year in 2020 with sales topping $100 billion, with more than 3 million pets either purchased or adopted. Locally, Rumford Pet Express experienced a similar spike attributed to a significant increase in pet ownership and the growing trend to support small businesses. The pandemic also accelerated our digital transformation efforts, rapidly launching an omni-channel shopping experience powered by eTailPet, which afforded customers the flexibility to shop online and pick up curbside or in-store.
2. You chose to expand the retail store footprint this year. What do you see as the future for retail in this industry? Pets and people have been the heart of Rumford for over 85 years. Supporting our neighborhoods and driving growth in the pet industry is something we have been active and passionate about for decades. The expanded presence in Barrington, Cumberland, Middletown and Wakefield [in South Kingstown] provides pet parents with a one-stop shopping experience, a broad selection of natural pet foods, treats and toys, along with trusted nutritional advice.
3. What trends do you see in pet food and supply? Will new pet owners follow established patterns? With younger generations shifting to fresh, natural and holistic diets for themselves, they are embracing it for their four-legged friends. As a result, year over year we continue to see growth in categories like CBD [cannabidiol], alternative diets and frozen food. Additionally, the shift to shop online has been growing exponentially, especially since the start of the pandemic.
4. How difficult is it to run a fourth-generation business? Like any business, there are lessons, but spending most of my childhood growing up in the back of a pet store has made me well-equipped to handle the challenges of operating nine retail pet locations. At the heart of Rumford is a dedicated team of devoted pet lovers who are passionate about the well-being of pets and the community. It’s heartwarming that, together, we are continuing to carry our rich history forward.
5. How are you adapting to pressure from online competitors? Currently, all nine Rumford Pet Express locations offer online ordering for in-store or curbside pickup, with plans to offer home delivery and subscription services in the near future. While online competition continues to grow, we are finding pet parents are eager to shop and support local.
