December 23, 2024 (press release) –
Shawn McGhee is president of Hollywood Feed. Prior to purchasing Memphis-based Hollywood Feed, he was an executive vice president at AutoZone, another Memphis-based brand that has ultimately grown from a single store to 5,000+ locations.
Pet Age recently spoke with McGhee to learn more about his background and interests inside and outside of the pet industry.
What was the transition to Hollywood Feed like when you acquired Hollywood Feed in 2006?
The transition was well-aligned and well-timed. Throughout my career, I have been fortunate to hold several leadership roles, gaining new knowledge, skills and experience with each position. At AutoZone, I served as executive vice president of merchandising, marketing and supply chain. At Office Depot, I served as president of North America. At the Dobbs family office, I served in leadership roles in business development and acquisitions before purchasing Hollywood Feed in 2006. As we’ve grown and scaled Hollywood Feed, I’ve leveraged many of the lessons I learned during my tenure at each organization I’ve had the honor of serving.
How would you describe the legacy of Hollywood Feed?
I have always said I wanted the company to last for centuries, which is exceedingly rare in this era. But I want our longevity to be meaningful both internally and externally. I want Hollywood Feed to be admired by employees, customers and communities alike. This mutually beneficial mindset is what differentiates us, makes our “pack” of team members feel like family, creates customers that are lifelong brand ambassadors, and strengthens community partnerships that support the livelihood of pets in all the markets we serve.
What are the keys to a successful pet store blueprint?
First and foremost, it starts with hiring the right people that have a passion for pets, ongoing learning, and superior customer service. Every Hollywood Feed team member gets more than 40 hours of training each year from veterinarians, manufacturers, pet behavioralists and more – all in an effort to provide sound guidance to our valued customers. Offering the right products at the right price is also key to a successful pet store blueprint. The math has to work and allow you to be dominant in the industry. Our price-match guarantee helps and having our Hollywood Feed promise posted in every store (“If your pet doesn’t love it, or if you don’t love it, we will gladly replace or refund it.”) lets our customers know we’ve got their backs. Technology that streamlines the shopping experience matters. Humans can do a lot to make a store visit pleasant, but if our team member or the customer are fighting technology, the whole experience can be derailed. We pride ourselves on in-store visits being a treat for pet owners and their furry family members alike. Convenience for the customer is key and that is why offering services such as in-store pick up, curbside service, and same day delivery were so important to the business. We launched our own fleet of same day delivery vehicles and therefore are able to deliver orders to our customers in about an hour (free for orders over $49)! It’s been an incredibly valuable extension of our shopping experience for our team members and customers.
Why is it important for Hollywood Feed to have its own line of treats and beds?
Having our private label products allows us increased quality control, enhanced brand recognition and simply helps us to make better products at better prices. We are proud to have our own line of Hollywood Feed pet beds, blankets, crates, dog apparel, stain and odor products, supplements, treats and toys. Creating our own line of offerings allows us to provide solutions to the customer’s problems in ways that aren’t being done in the larger marketplace.
What was your dream career that you pursued when you were in your teens?
I have always been hyper-competitive and enjoyed pushing the limits until things break. This is why racing always appealed to me. At the same time, I have always been kind of nerdy. When I was younger, I actually had a race car. At the end of the day, racing allows you to explore things such as thermodynamics, chemistry, metallurgy, aerodynamics and physics. It taught me there are a lot of ways to win and that’s very applicable to our business. Being creative with our business goals and finding opportunities to shift and adapt have enhanced our position in the marketplace. It is my personality to push things to the point of success and then look for the next goal for which to aim. In that way, we’re always growing and adding value to our team members and customers alike.
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