HINDSIGHT IN 2020

So much has changed in recent years, but bricks-and-mortar dealers needn’t worry about fussing with what ain’t broke about their business model.

It’s hard to believe that Y2K was 20 years ago now. Back then, we were scared that the computers of the day weren’t intelligent enough to manage the change to the new millennium and would cause an entire societal collapse.

When it comes to technology, a lot has changed in those two decades. I recently saw a Twitter thread about a teenager whose mother took away her smartphone and the teen then figured out how to Tweet from her parents’ smart fridge. It’s a brand-new world.

Technology has impacted every corner of retail—what and how dealers sell, how they find, train and manage employees and how they communicate with (or market) to customers. Of course, the core of the business—the retail fundamentals of customer service—remain the same.

Our cover feature shares the stories of the 2019 Outstanding Retailer Award winners. We outline what makes these eight stores stand out from the crowd. A common thread each of these very different retailers from across the country share is an ability to think outside of the box. Their companies or communities have suffered setbacks and difficulties, but these eight businesses are resilient and innovative—and honour their commitments. As one winner, John deRegt from Wolf Creek Building Supplies, puts it: “Our word is good. What we promise, we deliver.”

Also in this issue on page 42, our writer John Caulfield explores the ways retailers across the country are working to reduce their exceptional employees. Our first contribution comes from a Home Hardware dealer in southern Ontario. Don’t miss this great story on page 20. (And if you’d like to share the details of your own amazing staff members, please contact me!) their shrinkage. There are countless new gadgets or programs to help retailers stay on top of their loss prevention, but at the end of the day, alert and well-engaged staff members play an important role.

This issue also launches a new section I’m personally excited about. For the last few months, we’ve been soliciting submissions from retail owners and managers about their exceptional employees.

When it comes to staying on the leading edge, there’s no more comprehensive show than the massive spoga+gafa lawn and garden show in Cologne, Germany. Page 40 has our photo spread of the most interesting and innovative trends featured at the show late last year.

This issue also launches a new section I’m personally excited about. For the last few months, we’ve been soliciting submissions from retail owners and managers about

After everything that’s happened since those clocks hit midnight on December 31, 1999, not much has actually changed for front-line retailers. And it’s comforting to think that in another 20 years, all the crises of today that seem apocalyptic may just have been blips along the way, as well.