COVER STORY

Family owned and operated since 1953 - third and fourth generations proudly run the business.

on the cover

Heritage, Community, Quality, and Hardware!

By Kristie Darling | Photos by Shane Greene Photography

Over the years brick and mortar stores have felt the impact of online sales; however, Killians remains a solid destination in Hickory. It’s a truly unique business. First, the hardware store is owned by women. You would be hard pressed to find anyone more knowledgeable about lawn equipment than Sharon Killian Radke and Susan Killian Kirby. They worked alongside their dad growing up at the hardware store and are the third generation of Killians to own the store. Second, their daughters Jennifer Gott and Whitney Kirby are continuing the Killian legacy and are very hands on with all aspects of the business. Third, because Killians has been family owned for 67 years, family and community are important to them. They have personal connections with most of their customers. Some were friends with their father, Elmer; others they grew up with or remember when they were born!

Their legacy involves so much more than hardware. They have developed traditions along the way—some have evolved, just like the business. Santa still comes to Killians, and customers who sat on Santa’s lap as children, now bring their kids. The museum of antique cars and memorabilia is opened to the public each year. Their Annual Pro Day helps landscaping professionals with certifications and education. For over 40 years, Toro has helped Killians provide high exposure commercial zero turn mowers to organizations each year. “The Toro Company has been key in helping us serve our community. Our relationship with them has allowed us to support nonprofits like Rising Hope Farm, Camp Linn Haven, Catawba Valley Community College, and local churches by helping them maintain their properties,” Sharon explained. “We also support local first responders with programs such as Toro’s American Heroes and Husqvarna’s Military Appreciation program. Like our father and grandfather ran this business in an honest, respectful way, so do we. It’s the personal relationships we’ve established that set us apart.”

THE BEST CUSTOMER SERVICE

In this day and age of faceless computer interactions, Killians understands the importance of knowing and serving customers. They keep you up-to-date with information on their website, but there’s no substitution for the face-toface customer service they offer. With Killians, you get the best of both worlds.

You’ll have peace of mind at Killians. Your equipment will be set-up and serviced, and you’ll get a demo of your proper starting procedures. Killians stocks parts and maintenance kits for all units they sell. You also receive preferential service, in or out of warranty, for any equipment you purchase there. “We aren’t here to just sell you a mower or trimmer. We want to make sure you are happy with your purchase, since more than likely, we’ll become friends,” Sharon said with a smile.

“Jennifer and Whitney work closely with customers, but I’m most excited about how they’re bringing new skills to this work, always thinking of improvements,” Sharon said. While they are often the fresh faces and knowledgeable clerks behind the counter, Jennifer and Whitney have also enabled Killians to adopt new technology and embrace some changes that the 2000s require. “We work in all departments, but improvements in our website and our social media presence probably have the most impact,” Whitney explained. “We’re still the old-fashioned store that personally answers the phone, but today, the convenience of having online information and social media marketing is critical.” Indeed, Killians’ comprehensive parts department’s growth and excellent reputation is supported by Killians Online Ebay Store and Amazon ordering.

From left to right, Art Meadows, warehouse manager; Daniel Dunlop, Derek Willis, showroom manager; and Brady Hefner

Whitney and Jennifer working the front counter

All of the equipment is set up and checked over in the warehouse before being sold. Pictured, Art Meadows and Scott Miller.

Knowledgeable parts department staff–Pictured, Rigo Gasca, Randy Herman, and Howard Mourglea, parts manager

Bruce Hartsell and John Valencia are the friendly faces you will see in Killian’s hardware department.

Service writer, Marcus Benfield, washing a mower after it has had a full service.

SPEAKING OF PARTS

I’ve been told that Howard Mourglea runs Killians’ Extensive (with a capital E) parts department like an Army general. Since 2004, Howard has been growing the inventory and keeping everything current. The parts storage area is floor to ceiling bins and bays full of numbered parts of every type and brand. The old-timey feeling you get in this expansive backroom is misleading: inventory and parts sales are managed by computer, with hundreds of shipments a day going out nationwide, some to international customers. “I believe we have the largest parts inventory in the Southeast,” Howard told me, “and our 13-year-old Ebay store has introduced us around the world. There’s no reason to look anywhere else.” If Howard doesn’t have it, he’ll get it. Rigo Gasco has grown up in hardware, and as a Spanish-speaking salesman, he helps make ordering and purchasing by phone, online, or in the store easier for many. “We want our customers to be satisfied every time they need something.” Check out stores. ebay.com/killians-online when you need parts.

HARDWARE, LAWNCARE, AND MORE

Bruce Hartsell has been with Killians for 30 years, and he’s just now starting to slow down. “He’s cut back about onethird,” Sharon said. “but as lawn-care and hardware specialist, he’s still available to help you with everything from gardening, fertilizer, seeds, and pesticides, to all you need to know about hand tools, plumbing, electrical, and everything in between.” They hired John Valencia, who is bi-lingual, two-and-a-half years ago. “John has brought 10+ years’ experience with Lowe’s to our hardware floor and has helped improve inventory control and merchandising, making us very competitive with box stores. Our hardware department has expanded recently, and we’re proud of everything in this department,” Jennifer said.

LAWN AND GARDEN EQUIPMENT SHOWROOM

Just take a look inside. If you’re the shopper who wants to see and feel before you buy, Killians’ showroom is for you! All new equipment arrives here from the impressive warehouse. Warehouse manager, Art Meadows, keeps new equipment moving from his on-site space to the showroom, and then to the customer. “When the sales team needs something upstairs for a customer, it's got to be ready, so I have to be organized," he said.

“Our reputation is at stake with every sale, so we work hard to surpass customers’ expectations,” Sharon continued. “Our brands are time-tested, top of the line, and we’re proud to represent these manufacturers. We stay involved in the industry,” she told me, “so our commercial and residential customers can benefit from all the information that’s out there.”

With Killians’ strong partnership with the Toro Company over many years, it’s not surprising they have recently won sales awards. Additional brands you’ll find in the showroom are Echo, Husqvarna, Stihl, Briggs & Stratton, JRCO Attachments, Peco Lawn Vacs, Billy Goat, Excel Trailers, and my favorite, White Mountain ice cream makers!

SERVICE WHENEVER NEEDED

Service manager, Scott Miller, takes pride in his team and their master-quality workmanship. “My team is six topnotch employees, three with master certification through eight manufacturers, plus max level certifications in others. Together we’re working on several 2020 goals: continue Killians Advantage Program with a new drive-through service program while you wait service, improved customer experience, and faster turn-around,” Scott told me. “We’re up-todate with the newest products, new information and techniques through training, continuing education, and continual hands-on experience.” In addition, the team offers commercial landscapers and lawn care businesses service within 24 business hours on new or used equipment. They care about your equipment just like you do. Killians’ service department is a Toro, Stihl, Briggs & Stratton, and Kohler master service dealer and certified service dealer for Echo and other manufacturers.

Killians goes beyond what big box stores offer in service, competitive pricing, and personal attention. It’s much more than a hardware store—it’s a family friendly, heart of the community destination with the look, feel, and friendliness for a nostalgic shopping experience, while state of the art equipment, products, and advice keep up in 2020. It’s springtime, and at Killians you’ll find everything you need to be ready.

828.256.2147 • 3790 Springs Road • Hickory, NC www.killiansinc.com www.toro.com

Chris Houser, Killians’ mechanic for commercial equipment

Service manager, Scott Miller, hard at work.

James Westbrook, mechanic for 2-cycle and 4-cycle equipment