Enterprising Entrepreneurs: Benson’s Pet Center

Pioneers in the pet supplies market upstate, the Benson’s Pet Center family is invested in doing the right thing while remaining committed to never taking themselves too seriously.

By his early 20s, Ryan Kramer had a room set aside in his apartment specifically to raise and breed different kinds of freshwater fish. One fateful day, Ryan wandered into Benson’s Pet Shop, in the old Saratoga Mall, and discovered that there was a section of the store dedicated to fish— but there was not a fish tank (with live fish) in sight. He struck up a conversation with the owner and was given the opportunity to start selling his fish in the pet store. His sales would grow quickly, and when his fish venture started making more money than the rest of the pet store, the original owner asked Ryan if he would like to purchase the business. In 1992, Ryan traded his baseball card collection to his father, Frank, for a few thousand dollars to put down on a loan to buy Benson’s Pet Shop. In October of 1992, Ryan officially became the new owner.

Several days after acquiring the business, the first of Ryan’s sons was born. Over the next 10 years, Ryan had two more sons, and became an uncle to several nieces and nephews. Today, they all work in various positions inside the business.

Family businesses are common in our community, but the commitment found in Benson’s personnel seems to be especially strong. Many of their 100+ employees have been with the company for 15 years or more, making Benson’s very unique in the demanding world of retail, and proving loyalty is a bond built on more than just blood. By creating a culture based on connection, understanding, and empathy, Benson’s Pet Center has remained in-sync with their customers’ values while also expanding to areas not just in Saratoga, but in Clifton Park, Colonie, Johnstown, Rotterdam, and Pittsfield, Massachusetts. In 2019, Ryan opened up a fish-only store in Ballston Spa, called Benson’s Fish Room.

CREATING CONNECTIONS

Family businesses like Benson’s Pet Center are the heartbeat of our economy, but maintaining generational success and continued growth requires a unified strategy that protects both business and family relationships.

“Just because this is a family business doesn’t mean business has to intertwine with the family,” said David Kramer, Manager of their second Saratoga store. “We have a good time at work, then go home and have a good time as a family.”

Hanging around Benson’s since they were kids, Ryan Kramer Jr., David Kramer, Sam Kramer, and Frank Whalen grew up in the business. These ‘Benson’s Boys’ laid the foundation for a philosophy of connection, and developed their love of animals, early on in life.

While daily operations in the store continue to include helping customers, stocking products, and caring for the animals, Sam Kramer said one of his favorite memories has to be playing video games with employees in the back room during their lunch breaks when he was a child. These personal interactions inspire a work environment that makes the employees feel like everyone is one big family.

Speaking of family, over the years Benson’s has had many pet family members, including an assortment of dogs and cats, fish, lizards, snakes, birds, ferrets, hedgehogs, and even a tarantula. Before the pandemic, Ryan Sr. would bring his 4-foot python to school visits for presentations.

With all the joy pet ownership brings, Benson’s knows there can be tougher moments as well. This past November, Ryan Sr.’s beloved dog, Dani, a 16-year- old pit bull mix, crossed the rainbow bridge. “Since she passed away, it feels like something is missing. There’s a void in the house,” he said. Many Benson’s customers have been touched to receive a sympathy card after their furry companion passes on.

MAKING A DIFFERENCE BY GIVING BACK

Benson’s Pet Center has thrived providing a huge variety of pet products and services for our furry, feathery, and scaley family members while also remaining devoted to their reputation for honesty and integrity.

In the mid 1990s, Benson’s adopted a state-of-the- art computerized inventory control system utilizing point-of-sale interactions. Benson’s inventiveness and ingenuity allowed them to excel beyond the competition and provide the excellent service their customers have come to expect. It also facilitated their growth on many fronts – since opening their Queensbury location 23 years ago, they have expanded the store twice, nearly doubling their square footage.

The role and reach of Benson’s Pet Center goes well beyond their economic contributions to the community because they are also a family-based business that understands the importance of giving back.

Taking action every day to make a positive difference, their Benson’s Cares, their 501c3 nonprofit organization, has raised over $100,000 in the past two years for local organizations, including the North Shore Animal League, F.A.C.T (Feline Advocates Coming Together), the Lucky Puppy Rescue, and many others.

RICH REWARDS

The environment created at Benson’s Pet Center is so welcoming that it inspires others to take action, as well. While it’s common for the customers who come into their nine locations to share stories of their pets, some are taking the care of animals to the next level. Vincent, a Clifton Park customer, started selling handmade items at the store to raise money to donate to local rescue shelters — when he was just 8 years old. Now, at age 13, he’s still at it.

“People love it. We love it. It’s a really good thing to see people who have the passion to get involved,” said Ryan Jr.

Even those who no longer have pets of their own still return to Benson’s. One customer comes in to buy treats just to hand out to customers in other stores that have their pets with them. This customer has a reserved shelf in the back of the store and has an official non- employee Benson’s Pet Center nametag.

WELCOME TO A WORLD OF PURE IMAGINATION

By ensuring the success of Benson’s Pet Center today, this family business is guaranteeing that even more can be done for pets for years to come.

For more than a decade, Benson’s Frequent Buyer and Benson’s Best Loyalty programs (rewarding a $10 discount with every 500 points customers accrue) have been rewarding savvy shoppers. In addition to exclusive offers and rewards, Benson’s holds adoption and pet care clinics, fundraisers for local rescues, and pet photo opportunities at all of their locations.

Our philosophy has always been to do the right thing. We have a reputation for being honest and knowledgeable. We give customers what they want.

– Frank Kramer

In 2022, Benson’s gave a long-time employee, Jennifer Conklin, a hand in launching Benson’s (now best- selling) Bestie Box and Kitty Crate monthly in-store non-subscription subscription boxes. “Pet food vendors and manufacturers have been lining up to support this venture, which supplies customers with an affordable assortment of items for their dog or cat each month”, said Ryan Jr.

More recently, Benson’s Pet Center launched their Golden Ticket Giveaway, where eight lucky winners could have a chance to find a golden ticket hidden in a Bestie Box or Kitty Crate. The winners get free boxes or crates for a year.

Benson’s Pet Center is more than a pet supplies haven; it’s a tale of passion, family, and a commitment to the community. From Ryan Kramer’s fish-filled apartment to the bustling multi-location enterprise today, Benson’s has not only grown as a business but has cultivated a familial atmosphere where employees and customers alike feel like cherished members of an extended family. The ‘Benson’s Boys,’ raised within the business, have sown the seeds of a unique work environment, blending professionalism with the warmth of shared experiences.

But Benson’s Pet Center goes beyond the register, exemplifying social responsibility through Benson’s Cares. Programs like the Bestie Box, Kitty Crate, and the Benson’s Best Loyalty Program are not just about pet supplies – they’re a testament to Benson’s dedication to strengthening the bond between pets and their owners.

As the business continues to evolve, Benson’s Pet Center stands as a beacon of compassion, creativity, and community engagement in the dynamic landscape of pet care, ensuring a lasting legacy of care and connection for furry, feathery, and scaley family members.

For more information, follow Benson’s Pet Center on Facebook and Instagram, and visit bensonspet.com.

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