PETsMART Tries for a New Leash on Life

Can a new service-oriented strategy get the pet-supply retailer out of the dog house?

On CEO Philip L. Francis' first day on the job in 1998, PETsMART faced a crisis: Rocky the hamster was missing. But the next morning, Francis found Rocky -- a member of PETsMART's product-selection team -- waiting outside his office door. He scooped up the rodent and returned him to his cage. "I came back to my office and found an e-mail to the staff that said: 'Phil saved Rocky!'" Francis recalls.

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