Award-winning Manchester pet retailer Betty & Butch has offered independent shops some timely New Year advice as the pressures continue to mount in 2015.

General manager Angel Moore says: "The challenges facing the pet industry for 2015 will continue to see the closure of pet shops and independents to the increase of supermarkets, department stores and large pet retailers.

"Over the last year I have spoken with many businesses who ask me what should they do as a larger store has opened. My advice to anyone is always the same: view their weak points and specialise on those.

"The main issues are copying. Larger retailers always look to the next big thing but usually the next big thing has been discovered by independents. 

"Some suppliers also cause problems with promises that they will always stay loyal to the independent but as we have seen over the last few years that this is a major factor in independent’s throwing out suppliers as they feel betrayed. From my own experience I have felt that certain suppliers have used the independent to build their business before they are seduced to the big money offers.

"My advice to independents is simple: when you have been copied or a larger store opens down the road, do not panic. Go back to your business plan, which you should update a least every year if not every six months, and see if you are doing what you set out to do. Survey your customers, are you getting it right? Get out and about, talk to other businesses, build up relationships, and find what have they heard about your store.

"Hold events – big stores do this badly. This is where you can excel in creating a buzz about your store – some events work and some flop but keep at them. Customers are always happiest when they feel part of the community that you can create. Customer service is paramount and if you think you’re the best then you are wrong as this area always needs work. Get a secret shopper to see how you have done.

"Social media will help build your community and there are loads of free seminars online now that show you how to get the best from your business page.

"Product knowledge is the key to helping a customer and if they feel that you know what you are talking about and especially if you have helped them with a problem, the next time they need supplies, they will thank you by staying loyal to you."

Angel concludes: "My hopes for the New Year is the roll out of our two new Betty & Butch stores and the launch of our own treat range. I have two books been published in 2015 which will be the most exciting for me personally."