Having Heart Keeps Fort Lee Pet Shop Going

Noticing that has been here ever since I have, perked my interest. Upon entering the shop I found Tom Piper, owner, pet lover and advocate, tending to the fish.

Finding time with Piper, who appears to be totally engrossed with the shop, explained how the business started:

"Fort Lee Pet Shop first opened in 1967. Heinz and Richard Riedl, brothers, bought the store in 1968. Richie Riedl passed away in 1995 and Heinz became sole owner. l started hanging out in the store and learning about the animals when I was 12 years old six months prior to Richie passing away. Heinz quickly became one of my best friends and allowed me to play with the animals and learn how to take care of them all. I always loved animals, and would often find injured animals on the street and would take them in to bring them back to good health. Some of the rescues I’ve done in the past have included kittens, pigeons, sparrows, a chicken and a chipmunk."

Motivation came easy for Piper.

“When I first started out, it was simple," he said. "I loved animals and wanted to be around them all the time. I have a huge soft spot in my heart for the sick, injured and abandoned animals, and I have always tried doing right by them. I was at the Fort Lee Pet Shop for 13 years before Heinz decided it was time for him to take a step back and look into retirement. The pet shop along with Heinz became such a big part of my life and growing up, that I wasn’t ready to walk away from it. Realizing that, Heinz and I sat down and talked it over and worked out a deal whereas I could buy the store from him. Three and a half years later Heinz still comes in two days a week to assist me and keep me company.”

Piper added that Heinz has been a great help.

“Although I have been there for over 16 years now, I still don’t know everything," he said. "His 43 years experience can’t be matched by anyone else in this area, and every day I am still learning new things."

The economy has greatly affected business, according to Piper.

"A large number of people have been giving up their pets to shelters simply because they can’t afford them anymore," he said. "A large number of customers have also been forced to move away to seek jobs elsewhere since they were not able to find work in this area. Although the volume of customers has increased in the last couple of years, the amount of merchandise they are purchasing to care for their pets is at a bare minimum. The quality of pet you give to your animal is a key factor to their health and our customers are sticking to the high quality foods that we carry, but they are limiting on the treats, toys and other accessories until the economy improves."

Asked what advice he’d have for other business owners going through the tough economic times, Piper said, “Just hang in there."

"Everyone is doing what they can to just get by, and if you’re able to just barely pay your bills and stay in business, then you are doing a lot better than a lot of other stores in town," he said. "It seems like every day another store is going out of business, or a new store that just opened up has a rent sign on it. One must listen to their customers, whether it is about a new product on the market or if they’re complaining. It’s also very important to know what products you’re carrying in the store and how to use them. Nothing takes the trust out of a customer when you hand them a product and they ask how to use it an your response is a blank stare. If you don’t know the answer, tell them you don’t know and you will do your best to find the answer for them or direct them somewhere else where they can find the answer. Leading them in the right direction is better than giving them a wrong answer. Your customers will respect you more for that. Perhaps the most important thing in customer loyalty is not treat them like a customer, treat them like a friend. I’ve had several customers over the years come into the store to inform me of a pet that has passed - their friend - and they just need someone to talk to. I’m always ready with a box of tissues behind the counter and an ear to listen. Many customers have become good friends over the years. Since I live in town I often see them walking down the street. It always makes me feel good when they wave and say hi to me, and they’ll remember you when you do the same."

The Pet Shop is small and chock full of all-natural, holistic and human grade pet foods along with freshwater fish and aquarium supplies, some bird supplies, cat food, dog food and other small animal supplies. The Pet Shop doesn’t carry everything but does try to cater to its customers' needs and are often able to order special items.

Asked about fitting into such a diverse community, Piper said, "Our business is doing O.K."

"Language barriers do make it more difficult, but we always try our best to communicate," he said. "Whether its by simple words, hand jestures, or pointing at pictures, we try to  understand the customer and give them the best help we can."

Piper’s heart extends beyond the Pet Shop. At 28 years old, he is going on six years as a  volunteer EMT, is a volunteer firefighter and is part of the Fire Protection Association Company No. 1, all in the borough. He joined the fire department as a junior auxiliary member when he was 16. He is in his 10th year as an actual member and is currently serving his fourth year as a Lieutenant. One of the highlights of volunteering, Piper added, is when “I assisted a home delivery of a baby boy whole working the ambulance several years ago."

Aside from staying attuned to business, Piper donates a large amount of food, at least twice a year, to the Bergen Ramapo Animal Refuge in Oakland.

"My friend and I also adopted three ferrets from Father Nature's Ferret Rescue in Wood-Ridge run by Keith and Evelyn Kryst who run the shelter out of their home," he said.

Three years ago they had a devastating fire that burned the shelter down and numerous ferrets died. Being good hearted with a business sense, they vowed that once they rebuilt, "any food they needed that we had access to we would donate to the shelter for a year."

"We also started donation boxes in several local businesses to assist in raising money for the shelter to purchase new supplies," Piper said. "The shelter was rebuilt and they started rescuing ferrets again. Three years later we are still donating all the food the shelter needs to keep going."

Asked about personal sacrifices, Piper said, “Thankfully, I haven’t had to make too many sacrifices because of the Pet Shop."

"I work six days a week so family gatherings usually take place on a Sunday when I have the entire day off with the exception of about an hour when I come in to feed the animals and make sure everything is working properly," Piper said. "Once in a great while I must close the store for a few hours and I find our customers have always been understanding of that. I am truly grateful and fortunate that I have such understanding customers."

The future? That's pretty clear in Piper's mind.

"Over the past 43 years the Fort Lee Pet Shop has become a staple in the community, as it has become to be known as the Pet Shop," he said. "The Pet Shop is still in business with no plans on going anywhere anytime soon."

Need something for your pet? Visit Fort Lee Pet Shop at 200 Main St. or call 201-947-4456 - Tom or Heinz will be glad to help.