Pat and Scott Nell are first-generation pawnbrokers and owners of Utah-based Big Dog Pawn & Jewelry. Together with their daughter, Randi, and son-in-law, Trent, they operate two stores in West Jordan and Murray. The Nells are active members of the NPA and are as passionate about supporting the industry as they are about providing top-shelf service to their customers.
How did you get started in pawn?
Scott was a successful General Contractor and did a small construction job for our nephew’s pawn shop. As soon as he discovered what a pawn shop is all about, he was hooked. He came home and told Pat, “I finally know what I want to be when I grow up.” We found a way to help the community, get Scott out of the fickle construction industry, and get paid while we sleep.
What can other pawn stores learn from the way you do business?
We have the “Cheers” mentality. Sometimes people just want to go “where everybody knows your name, and we’re always glad you came”. We know our customers by name and treat them as part of the Big Dog family.
We also consider our team members part of our family. They spend as much time with us as they do in their own homes, so we want them to be able to joke, laugh, and enjoy being at work. We tell them WHY we do the things we do, and we encourage their input.
What is the strangest thing you’ve ever written a loan for?
We loaned on dirt! Yes, you read that correctly. Two 2” x 4” packets of dirt. We thought it was a joke, but it ended up being from one of the original stores on Main Street in Disneyland. The packets were sealed with dirt from the park’s construction and given away from 1955 to 1960 by Town Square Realty. We sold them for about $200 each.
Tell us about your fondest memory in the business to date.
It would have to be when our daughter Randi was named Young Professional of the Year and elected to serve on the NPA Board of Directors. Proud parents for sure!
What was something you thought was a career setback that actually turned out to be an opportunity?
Being told that we could no longer use eBay. We weren’t sure how we’d be able to sell all that merchandise in the store every month. We realized that eBay had become a crutch for us. After that, our sales actually increased. Now customers know they get first shot at all the best stuff. We do very little shipping, and a ton of local pick-ups that get new customers into the store.
What is the best compliment that you’ve ever received about your business?
Working the counter the other day, I wanted to make sure everyone had been greeted and taken care of. I asked the last person waiting if I could help them.
He said, “No thank you, I have my favorites. I’ll wait.”
It was so awesome. He didn’t know I was the owner. We train all our team members to be the go-to person.
What do you consider your biggest achievement (personal or professional) thus far?
We are proud to have built up a business legacy from scratch that will go on for generations.
