Pets at Home chief executive Ian Kellett speaks at Retail Week Live next March. We find out more about him.
What are some of the challenges in your role?
Uniquely in the retail industry we sell living pets as well as the products and services that provide for their safety, health and wellbeing. That’s a huge responsibility and we challenge ourselves daily to get better at how we do it. We will probably never be satisfied we’ve got it totally right.
What are your current priorities?
We have a clear focus on becoming more specialist and most loved by our customers. Everything radiates from that.
Why did you choose retail as a career?
My first job after qualifying as an accountant was at Texas Homecare and that’s where I got the bug for the pace and level of change you get in retail. While I had five great years at JD Wetherspoon in the leisure industry I really wouldn’t want to work in anything other than retail.
Describe your typical day
I can’t remember the last time I had a typical day. The joy of retail is that the challenges change daily and there is never a lack of them.
What is the most important part of your role?
Decisions about our colleagues and prospective colleagues. It’s our colleagues that make things happen, come up with great ideas and who engage daily with our customers. Attracting, nurturing and growing the talent we have to ensure we remain special is of paramount importance.
How do you encourage creative thinking in your organisation?
We have regular listening groups where we visit stores with the sole purpose of listening to the ideas that our colleagues have to improve things. Our culture and values are also vital in maintaining an environment where creative thinking is rewarded and recognised.
What does ‘good’ look like at your company?
One of our core values is about ‘getting better every day’, which creates an environment where the status quo, no matter how good it is, is never good enough.
What is one characteristic that you believe every leader should possess?
Humility.
What will you be talking about at Retail Week Live?
I’ll be talking about the importance of colleague engagement in creating a corporate culture. As a specialist retailer this is fundamental to our success.
What gets you out of bed in the morning?
My dogs – they need to be fed and don’t hesitate to let me know when they’re ready to start the day.
What did you want to be when you grew up?
The honest answer to that was an HGV lorry driver. I fancied the romance of life on the open road.
What advice would you give your 18-year-old self?
Not much gets achieved without a large dose of hardwork.
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