WINDSOR HOME HARDWARE

With a population of 4,000, Windsor is located just 70 kilometres west of Halifax. An influx of commuters and retirees settling in the area has meant more customers for Windsor Home Hardware. Dealer-owner Jeff Redden’s mission is to exceed their expectations with friendly customer service and superior merchandise.

It’s a workplace culture Jeff inherited from his late father, Clarence, whose memory looms large. “Clarence is on our minds every day, impacting how we operate as a business,” says Jeff. Clarence’s guiding principles remain at the core of the store’s operations: to be kind and caring, and to treat customers like friends and staff like family.

The company got its start all the way back in 1876 as Wilcox Bros. Ltd. It was deep in debt and had been closed for several months when its founder’s grandson, Jim Wilcox, sold a half-ownership to Clarence Redden for a dollar and a handshake in 1960. Wilcox retired in 1985, and the Redden family took over the rest of the business. Jeff then joined the firm in 1993 and bought his father out three years later.

The business saw strong growth over the following two decades, but between 2013 and 2016, the community struggled through challenging economic times. Twenty-five local businesses closed while only eight new ones opened, resulting in the loss of more than 800 jobs from the area. Windsor Home Hardware struggled for four years and racked up considerable debt. But with aggressive cost-cutting measures, the business was able to reduce its debt and remain in business.

In keeping with Clarence’s example, employees are well taken care of with full medical and dental coverage, group RRSP and an employer matching plan. Jeff even provides bursaries for his employees’ children upon graduation.

Customer service comes with a personal touch at Windsor Home Hardware. One time, a customer rushed into the store with a broken toy. It was her child’s prized possession, and she was desperate for a replacement. Staff searched high and low for a replacement and when they couldn’t find one, offered her a full refund. With a miserable child at home, that solution wasn’t going to cut it. Finally, a team member, Mike, came upon the scene and was able to perform “surgery” on the toy. Mike successfully reconnected a few wires and it worked as good as new.

2018 Outstanding Retailer Awards

Winner

The customer took to social media to relay the amazing service she received, and it went viral.

Staff show that same level of commitment in all their community interactions, whether it’s fundraising for the local hospital or junior sports teams, participation in Communities in Bloom, or charitable activities at Christmastime. Clarence believed that when you put community first, the business will follow. And that has certainly proved a winning philosophy for Windsor Home Hardware.

2019 Outstanding Retailer Awards