The Five Questions Pet Industry Profile: PetSmart, Petsense Founder Jim Dougherty

Jim Dougherty is the founder of PetSmart and Petsense by Tractor Supply. He also is a U.S. Marine veteran, winner of the World Pet Association’s Pet Industry Lifetime Achievement Award and Amazon.com best-selling author of  “Pet Project: How a simple idea transformed the pet industry forever.”

Pet Age recently posed five questions to Dougherty to learn how the entrepreneur and visionary transformed the pet industry and created a brand that celebrates the bond between people and their pets.

What inspired you in 1980 to open Petfood Supermart in Las Vegas, ultimately leading to the launch of PetSmart? 

Petfood Supermart was a work in progress. Before moving to Las Vegas, I owned several bicycle shops in El Cajon, California. Although the stores were doing quite well, my health wasn’t good, resulting in the closure of the stores and eventually filing for bankruptcy. Although my illness took its toll, I ultimately found a remedy and was on the road to recovery. My wife and I decided we needed a fresh start and moved to Las Vegas. I answered an ad from a huge feed company, Universal Feeds, owned by the Tetreault family. Jim Tetreault was the mayor of Del Mar, California. They were looking for someone to open a discount animal supply store. Although I knew nothing about pet food, I applied and got the job. They had rented a huge warehouse on a dead-end street behind a lumber yard. My job was to fill it with products and somehow entice customers to buy animal supplies in an out-of-the-way building. It was undoubtedly a challenge, especially since I had no prior experience with animal products. With a lot of advertising, Petfood Supermart became the go-to place. Customers loved the variety of products and didn’t seem to mind that the store was on a dead-end street and most likely not on their way. Parking was not ideal either, but it did not deter our customers. 

Did you have a mentor who gave you valuable advice over the years? 

The most valuable mentor I’ve ever had was the customer. Listen to what they say, understand their needs, and then deliver. This failsafe plan has worked for me throughout my career. 

There wasn’t a business model or mentor to assist with starting PetSmart. The supersized pet retail store didn’t exist before I opened Petfood Supermart in Las Vegas and Phoenix. I felt a big box concept was an opportunity to tap into an underserved market; research indicated that the pet owner population was growing while the availability of retail products was limited. My only retail experience was with a bicycle shop. However, I had a vision of a gigantic store just for pets. Although many thought the supersize store plan wouldn’t work, I was willing to take the risk. 

How would you describe the evolution of pet care over the past 40+ years?

It’s hard to describe pet care and the pet industry in general in a few words; Pet owners wanted pet food, a collar, a lead, and maybe a dog bed. Today, customers are constantly looking for new and improved pet products and services. The pet retail and service area options are endless. 

The pet industry was an $8 billion industry in the 1980s and is projected to be worth approximately $140 billion by the end of 2024. Pets that used to be kept in the backyard are now family members—where the family goes, in many cases, the pet goes. There has been 40+ years of phenomenal innovation and an ever-present passion for pets. The pet industry shows no signs of slowing down; pets are now featured in advertising for pet products and as part of the family dynamics. Honestly, pets get attention in any situation, and the pet industry has capitalized on the fact that people love their pets.  

Which of your accomplishments or innovations are you most proud of?  

PetSmart stands out as the benchmark. It was the first supersized pet retail store, followed years later by Petsense by Tractor Supply, a scaled-down version of the supersized model — neither of which many thought would survive. I’d be remiss if I didn’t include the dedication and passion of the associates who helped build the confidence of our customers to keep coming to our stores. They were the face of PetSmart and Petsense by Tractor Supply.  

The introduction of in-store pet adoptions is one of my proudest moments. In the early days, pet stores sold pets; there were no adoption events. To adopt a pet meant going to the local animal shelter. The idea of inviting animal rescues to our stores to boost the adoption of pets and reduce the rate of euthanasia of pets was our goal. We achieved that goal, and today, pet adoptions through PetSmart charities exceed 11 million. The look on the faces of a family with a newly adopted pet as they left the store was priceless. 

What is something that most people in the pet industry don’t know about you? 

My time in the Marine Corps taught me everything I needed to know to survive. I have utilized that knowledge and skills in my career and continue to do so today. As an entrepreneur, applying the Marine Corps basics of teamwork, commitment, dedication, adaptability, and trust is crucial to starting a business. 

PetSmart is a success story; however, it wasn’t always easy; we often wondered if we would have to close the doors forever. The PetSmart team had a mindset of “we will survive” and adapted to change when failure presented itself. Motivation and passion to keep moving forward are part of the Marine training; conveying this mindset to business was fundamental to whether I would survive or fail. I have always believed that failure, although humbling, is an opportunity. It provides a gateway to a new beginning. It’s how we grow as an individual or a business. 

Beyond the success of PetSmart and Petsense by Tractor Supply, another passion emerged years ago: to give back to an industry that gave me so much. I began sharing my pet industry experiences with individuals searching for support in getting their pet products or services noticed. The personal fulfillment from mentoring, the thrill of hearing the excitement in their voices when they talk about what they are doing, always reminds me of the passion I had when the doors of PetSmart first opened. In the early days up to and including today, I marvel at what customers will do for their pets. Perhaps that’s why I stayed in the pet industry; I’ve wondered if the momentum would ever slow. The answer is a “No!” 

How do you explain the impact pets have had on our personal lives, families and the business world? I can’t. I believe pets profoundly influence our emotional well-being; they bring families together and can even boost productivity in the workplace. Their impact is immeasurable.