National Pawnbroker Magazine

THE MARKETING ISSUE

OFFICIAL PUBLICATION OF THE NATIONAL PAWNBROKERS ASSOCIATION

FALL 2021

SEOh-no!

NPA’SPAWN EXPO2021 WRAP-UP

Where do I get started?

9 Ways to Grow Holiday Sales

NATIONALPAWNBROKERS.ORG

N A T I O N A L

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Message from the President Message from the Executive Director Meet the 2021-22 Board of Directors Message from the GRC Team Chair Cliff Notes: Rate-Cap Action Message from Fran Bishop Welcome New Members NPA Activism National Pawnbroker Week Tips for celebrating with Employees SEOh-No! How to get started Black Friday and Small Business Saturday Tips Industry Partner Buying Guide 9 Ways to Grow Your Pawn Shop’s Holiday Sales Design Thinking: A Critical Key to the Customer Experience NPA Award Winners Calendar of Events State Association News Pawn Expo 2021 Roundup People of Pawn

COVER: The marketing issue.

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

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LETTER FROM THE PRESIDENT

EXCEEDING ALL EXPECTATIONS WOW, WHAT A GREAT TIME in Fort Worth! Pawn Expo met and exceeded all expectations as we finally were able to get our pawn family back together again. I had a great time! Everyone I talked to had a great time! I would like to extend my appreciation and gratitude to our Convention Committee, who really knocked it out of the park this year. We continue to receive very positive feedback regarding the programs, the exhibit hall, the planned events, the venue, and the overall experience. We are so thrilled to have welcomed over 500 attendees to the show, and I certainly enjoyed the chance to, once again, shake hands and visit face to face. I know planning has already begun for Pawn Expo 2022 at Caesars Palace in Las Vegas Despite the hardship and restrictions of the past year, the NPA Membership Committee has put in long hours to find ways our organization can both retain and gain members. The new initiatives, programs and pricing options spearheaded by the Membership team have been incredibly well received. In June, Smart Financial, which has 69 U.S. based stores, joined the NPA. After attending the Convention,

Capital Pawn, which has 18 stores, joined as well.

Increasing our membership is critical, and every new member strengthens our voice. My hope is we can keep this momentum going and continue to see growth in membership at the NPA through the remainder of the year. Congratulations to Beth Anundi, David Ashe and the entire Membership Committee for all their efforts and positive results.

Since the Convention, I have been speaking with many of you about your interest in committee positions and possible board service. We have 13 committees at the NPA, 7 of which are active throughout the entire year. Behind the scenes, there is a network of board members and volunteers who are hard at work driving this organization forward. If you are interested in helping, let me know.

Hopefully, everyone who attended Pawn Expo took away new information to help your business.

I never leave without learning something new that more than pays for my cost of attending. I know how hard we work and how long the hours can be, so I urge you to take our recent Pawn Expo Keynote Speaker’s advice and “take time to recharge.” I do believe that downtime is just as critical for our businesses as the time we spend at the counter or with our customers. If we don’t ever step back to reevaluate, take on a new perspective or think outside of the box, we will continue to do the same things we have always done with the exact same result. We can, and should always, be striving to do better.

Finally, I want to acknowledge and thank former President, Kerry Rainey, for his tremendous service for the past two years. Under Kerry’s leadership during the most challenging times, the NPA strengthened its foundation, realigned its goals for the future and strongly represented our industry.

I am honored to have been elected to become his successor and will rely on his experience and advice.

I look forward to working with, and for, each of you these next two years.

Sincerely,

Boyd Naylor Boyd Naylor NPA President

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

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MESSAGE FROM THE EXECUTIVE DIRECTOR

NPA MEMBERS, INDUSTRY PARTNERS, COLLEAGUES, FRIENDS AND PAWN FAMILY. FIRST, LET ME EXTEND MY HEARTFELT APPRECIATION to those of you who joined us for our Annual Convention in Fort Worth, Texas, and took the time to participate at Pawn Expo 2021. I would also like to thank all our generous sponsors for their support, particularly Platinum Sponsor, Jewelers Mutual Group/Wexler Insurance Agency and our Gold Sponsor, Bluestone Trading Company.

It is, without question, your participation and contribution that made this event the success it was from start to finish, and we are so thrilled to be receiving such positive feedback from our Members and Industry Partners. I can assure you that your feedback is being heard and is appreciated!

I would also like to acknowledge our incredible team here at the NPA who worked incredibly hard to ensure the convention was a success. Our staff, together with our Convention Committee and numerous volunteers, ultimately proved once again that hard work always pays off. Of course, we know there are always improvements that can be made, and we will always work to do better than we did before.

We are already hard at work on our plans for 2022!

As your NPA Executive Director, I am inspired by what our members do every day and am passionate about how we, as a national organization, further the interests of pawn. The inspiration I have been feeling has only been fueled by my recent opportunity to finally meet so many of our amazing members face to face at our National Convention. It was an incredible opportunity for me to put faces to names, have conversations with people about their everyday lives and get a real sense of who the members of the NPA really are. Ultimately, they are people who care – about one another, about their communities, about their customers and the future of this industry.

During Pawn Expo 2021, we had an opportunity to showcase and recognize those individuals who have gone above and beyond to represent the pawn industry in a positive and proactive light. It was an honor for me to recognize those individuals nominated by their peers and selected by the NPA Awards Committee based on criteria outlined by our Board of Directors. Those individuals are showcased within this edition of the magazine, so you can get to know our winners.

One of my greatest takeaways from Pawn Expo this year was just how powerful human interaction can be. After eighteen months of Zoom meetings and conference calls, emails and texts, the opportunity to sit face to face with my peers was awesome. It was a powerful reminder that I am privileged to work with such fascinating individuals who drive me to give my all to this incredible organization. I value this network of Pawnbrokers and Industry Partners that the NPA has created because we fill the room with the biggest and brightest minds in the business. If you are looking for ideas, answers and solutions from the very best… make sure you are on board as a member of the NPA and are taking advantage of every opportunity provided for you to interact with your peers.

Thank you for your continued support, and I look forward to working with each of you in the near future.

Sincerely, Kristen Williams Executive Editor

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

KRISTEN WILLIAMS Executive Director kristen@nationalpawnbrokers.org

M A R Y K AT H E R I N E M O O R E Director of Marketing and Communications mk@nationalpawnbrokers.org JODY KUDLESS Director of Business Development jody@nationalpawnbrokers.org CHRIST Y NORCROSS Events Director christy@nationalpawnbrokers.org MEG ANDREWS Membership Services Manger meg@nationalpawnbrokers.org M A R K C A M PA N A L E Digital Communications Manager mark@nationalpawnbrokers.org V E R O N I C A C O S TA N Z A Business Development Associate veronica@nationalpawnbrokers.org AMY KEHOE Administrative Assistant amy@nationalpawnbrokers.org

Mailing Address: P.O Box 420 Victor, NY 14564 Phone:817-337-8830 National Pawnbroker is the official publication of the National Pawnbrokers Association (NPA) and is published quarterly. No part of this publication may be reproduced without the written consent of Kristen Williams, NPA Executive Director. Sale or distribution of any or all of the contents of this magazine is prohibited. All rights reserved. For more information on advertising or to obtain additional copies of National Pawnbroker, call 817-337-8830 or send an email to info@nationalpawnbrokers.org.

EDITOR’S NOTE:This publication is designed to provide accurate and authoritative information on the subject matter covered. It is provided and disseminated with the understanding that the publisher is not engaged in rendering legal or other professional services. If legal advice is required, the services of a competent professional should be sought. Expressed opinions are those of the author and do not necessarily reflect the views of ownership. ©️2007-21 National Pawnbrokers Association: PO Box 420, Victor, NY 14564 (817) 337-8830 NationalPawnbrokers.org

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

B O A R D

O F

D I R E C T O R S

EXECUTIVE OFFICERS Boyd Naylor

PRESIDENT Bali Credit Corp San Antonio, TX Boyd is president and co-owner of Bali Credit Corporation which operates five stores in the San Antonio area. Prior to founding the company in 2000, he practiced law in El Paso, TX, for 15 years. Boyd is a member of the State Bar of Texas and serves on the Texas Association of Pawnbrokers Board of Directors.

He serves as chair of the NPA Government Relations Committee. He is married to Alison, whose family has been in the pawn business for over 50 years. They have been married for 32 years and have three sons – Brooks, Jared, and Reagan.

Kerry Rainey

I M M E D I AT E PA S T PRESIDENT Bayou Pawn & Jewelry Hammond, LA Kerry is the owner of Bayou Pawn & Jewelry, with three locations in Louisiana. He is an experienced jeweler with 34 years on the bench.

Kerry is a second-generation pawnbroker and has three sons who work in the business with him. Kerry is a member of the Louisiana Pawnbrokers Association and has served on the board as Vice President, Treasurer, and currently, Secretary. Kerry and his wife, Sharman, enjoy scuba diving and traveling with their three sons.

Douglas Braswell

VICE PRESIDENT Braswell & Son Pawnbrokers Little Rock, AR Douglas is the owner of Braswell & Son Pawnbrokers with six locations in central Arkansas. He is a secondgeneration pawnbroker who has worked in the industry for 26 years. Douglas is a Graduate Gemologist, a Past President of the Arkansas Pawnbrokers Association and Chairman of the Arkansas Pawnbroker Licensure Commission. He and his wife, Camille, have two teenage sons.

Chad Carter

S E C R E TA R Y Chad’s Pawn Shop Lake Charles, LA Chad is the owner of Chad’s Pawn Shop, with six locations in southwest Louisiana. He has been in the industry for 37 years and previously served as President of the Louisiana Pawnbrokers Association. Chad and his wife, Dana, have two children, Kip and Hollis.

Michael Goldstein

TREASURER Empire Loan Boston, MA Michael Goldstein is the owner of Empire Loan, an eightstore pawn chain, operating in Massachusetts and Rhode Island. Originally from New York, he is a thirdgeneration pawnbroker. Michael founded Empire Loan in 1985 and claims to be the first fully computerized pawn store in the northeast. Through the Empire Loan Charitable Foundation, founded in 2012, he and his staff have contributed over $360,000 to local non-profits.

He and his wife, Allison, live in Concord, MA, with their three children.

Kristen Williams

E XECUTIVE DIRECTOR National Pawnbrokers Association Victor, NY Kristen joins the NPA with a background in association management, publishing, marketing, and conference and event planning. Prior to joining the NPA, Kristen served as Executive Director of the Independent Equipment Dealers Association for 12 years. In addition, Kristen was licensed as an insurance broker and spent time with Northwestern Mutual. After earning a BA in English at UNC Wilmington, Kristen worked for Miller Freeman, a publishing firm in NYC where she initially worked in advertising and ultimately held the role of Marketing Manager for three different industry trade publications. Kristen now resides just outside Rochester, NY with her three teenage daughters and their dog, Charlie.

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BOARD OF DIRECTORS

BOARD OF DIRECTORS Beth Anundi

Capital Pawn Salem, OR Beth Anundi, alongside her husband Adam, founded, owns, and operates Capital Pawn in Salem, OR. As first-generation pawn brokers, they have raised their kids to love and work in the industry as second-generation pawnbrokers! Beth graduated from Oregon State University with a Bachelor of Arts in English and a Master of Arts in Teaching. After 16 years of teaching at the college level, she now enjoys helping others in the pawn world. Beth currently serves on the Oregon Pawn Association Board. Adam and Beth have been married for 26 years and have three grown children.

David Ashe

La Familia Pawn and Jewelry Maitland, FL David is president and CEO of La Familia Pawn and Jewelry. Started in 2009, the chain has multiple locations in Florida and Puerto Rico. Prior to joining La Familia, David was a partner of Puerto Rico’s first and largest private equity firm. David, an avid motorcyclist, splits his time between Florida and Puerto Rico. He and Cristina, his wife of 31 years, have one daughter, Virginia, married to Ian, and two rescue dogs, P. Rita Moreno and Maia.

Robert Barnett

Elk River Trading Company Fayetteville, TN Robert is the owner of Elk River Trading Company in Tennessee and specializes in firearms, jewelry, and pre-owned luxury handbags. He is a second-generation pawnbroker who has worked in the industry for nearly 30 years. Robert is a past president of the Alabama Pawnbrokers Association and currently serves as Vice President of the Tennessee Pawnbrokers Association. Robert is a General Class Amateur Radio Operator and lives with three senior rescue dachshunds in Huntsville, Alabama.

Bill Dawson

LDPM, Inc Morrisville, NC As CEO of LDPM, Inc, Bill developed the Picasso Pawn brand consolidating 10 individually named pawn stores and seven different companies into one cohesive unit. He started in the pawn business almost 30 years ago as something to do “in between opportunities” and never left. Bill and his wife, Heidi, love to travel and have a cat named Kiki. Bill is a graduate of East Carolina University and the GIA Diamonds and Diamond Grading program. He is also an avid Carolina Hurricanes fan. In his free time, Bill can be found either on the golf course or practicing his game.

Jay Dunbar

Superior Pawn & Gun Hampton, VA Jay is the owner of Superior Pawn & Gun, with a pawn shop, gun shop and shooting range, in Hampton, VA. He came to pawn in 2009 through his brother. He also serves as the president of the Virginia Pawnbrokers Association. Jay holds an MBA from Auburn University. He and his wife of 38 years, Rita, have two daughters, Kelly and Chelsea, who works with Jay.

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BOARD OF DIRECTORS

BOARD OF DIRECTORS Lisa Little

Fieldstone Jewelry and Pawn Conyers, GA Lisa Little has been a passionate member of the pawn industry since 1987 and was the first woman in the nation to become a Certified Pawn Professional®. After attending the University of Georgia, she and her father co-founded a chain of four pawn shops, along with numerous other businesses. In 2013, Lisa became CEO and Managing Member of all of the family businesses. In her spare time Lisa loves spending time with her daughters, Victoria and Alexandria, homeschooling, traveling, and serving as a Bible class teacher and youth education coordinator. She also loves genealogy, Agatha Christie and all things Jane Austen.

Christopher McCarthy

Lowell Pawn Lowell, MA Christopher is the owner and CEO of Lowell Pawn located in Lowell, Massachusetts. Prior to establishing his company in 2006, he graduated from Wentworth Institute of Technology and was a registered Professional Engineer, spending 30 years managing multi-million-dollar large construction projects around the globe. He and his wife, Karen, have been married for 36 years and live on Cape Cod after raising two young men, Bryce and Colton.

Randi Nell

Big Dog Pawn West Jordan, UT As a second-generation pawnbroker, Randi worked at Big Dog Pawn in West Jordan, Utah, whenever her parents would let her. After graduating from Utah State University in 2009, she went to work full-time in the family business. When not working, she loves spending her time outdoors with her husband Trent and dog either hiking or snowboarding.

Johnny Whiteside

Kendale Pawn Shop Sanford, NC Johnny and his wife, Tara, own and operate Kendale Pawn Shop in Sanford, NC. The store was opened by Tara’s father, Jimmy Johnson, in 1980, and Johnny has been running the store full time since 1986. A member of the North Carolina Pawnbroker Association for many years, he has served on the board in many capacities, including President multiple times. Johnny and Tara have been married for 33 years and have twin daughters, Rebecca and Katie, and five grandchildren.

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

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G R C

U P D A T E

HELLO FROM TEAM GRC THIS IS MY FIRST GRC UPDATE, so first, I’d like to introduce myself. My name is Billy Dawson. I am CEO and President of LDPM, Inc. We operate 8 pawn stores named Picasso Pawn in Raleigh and Durham, North Carolina. I have been in the pawn business for 30 plus years. As you probably already know, the Legislative Conference scheduled for September has been postponed until the spring as another strain of COVID-19 interferes with business as usual. Business is not as usual for many reasons.

We are all confident the COVID-19 crisis will soon be a thing of the past; however, another more serious long-term threat to our business looms large. A 36% interest rate cap on specifically named types of lending passed early this year in Illinois.

IF it is found applicable to pawn transactions, the pawnbroker business, as we know it, will cease to exist in Illinois. Your National Pawnbrokers Association joined with other organizations to clarify this issue in the courts. We are extremely concerned

that any successful implementation of laws such as this will have a domino effect in other states.

As I write this there have been two federal bills introduced in the U. S. Senate that would apply the MLA 36% APR cap nationally. Even pawnbrokers in what some call, “low interest” states will be affected because these bills are all-inclusive. Any additional state-allowed fees would be included in the rate cap calculation. Origination charges, lost ticket charges, reporting, state-imposed fees, insurance, storage, etc., etc., … everything! We all understand that originating a pawn transaction costs money. If we were constrained by a 36% rate cap, most all our transactions would result in a loss.

We must communicate to our Members of Congress the real effect these bills would have on the public. Who serves the underbanked when they need emergency funds? It will not be pawnbrokers if these bills become law. Even the banks that don’t have the same costs that we do, have expressed their dissatisfaction with the language in these bills.

As always, the NPA and Team GRC are working hard to protect our industry.

Less than 15% of the pawnbrokers in this country belong to the NPA. Why do they not see the value in membership? If the NPA doesn’t lead the charge to defend our industry, who will? The answer is no one. It is very important that we all do our part.

Joining the NPA is part of it. Another important part is to communicate with your individual Members of Congress. If you haven’t already, let your U. S. Representative and Senators know who you are and the services to consumers that you provide.

Contribute and communicate.

We have resources to help you facilitate communicating with your lawmaker.

Sincerely,

Bill Dawson

Bill Dawson Government Relations Committee Chair

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

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CLIFF’S NOTES: NPA NPA IN ACTION IN WASHINGTON, D.C. Summer is Heating Up and Rate Cap Action is Starting to Sizzle

THE TASK AT HAND...

IT WAS GREAT TO SEE so many friendly pawnbroker faces in Texas at the NPA Pawn Expo in July! While there were many smiles, it was clear that rate cap is, not surprisingly, on everyone’s minds.

At that event, we witnessed a tremendous turnout for a Team GRC panel discussion about rate cap legislation at the federal and state levels. We shared that the NPA has been actively engaged in Washington, D.C. all year long with the new Congress, providing education about the pawn industry and explaining the devastating impact that an all-in 36% APR cap would have on the business and its customers. We shared with attendees that we knew the debate would be heating up with legislation being imminent, and now, as most folks know, legislation has been introduced in the Senate. In the Senate, S. 2349 and S. 2508 were introduced in late July. These

bills impose an onerous 36% APR cap that would not allow many pawnbrokers to stay in business. We expect companion legislation to be introduced in the House in September by Rep. Garcia (D-IL).

On a positive note, the balance of power in the House and the Senate is such that it will be hard to pass rate cap legislation, but certainly not impossible.

In fact, Democratic leaders fully intend to push for passage of a bill. To be clear, this rate cap debate has been escalating for years, and I believe this is one of the highest probability levels of advancing legislation that we have seen heretofore. There has been a growing movement comprised of consumer groups and a new group of fintech lenders, among others, who are pushing hard for enactment.

So our task at hand is continued outreach to lawmakers to educate them about pawn and request that we be exempt from any legislation. We are unique. We are non-recourse. We are safety-net.

We are highly regulated at federal and state levels.

We have few complaints. We help consumers when others won’t. We do not put customers in a cycle of debt. We were exempt from the CFPB small dollar rule under the Obama Administration. We are bipartisan and have always worked well with Democrats and Republicans.

Team GRC needs the help of NPA members to make constituent connections with your federal Senators and Representatives to tell the pawn story and to underscore the severity of an all-in federal rate cap. The NPA has talking points and information about setting up meetings with your elected officials, so please reach out to the home office. The time is now to build relationships with lawmakers because a storm is coming. We need all hands on deck!

Please stay tuned for GRC Legislative and Regulatory Alerts. For more information, go to www. nationalpawnbrokers.org.

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MESSAGE FROM FRAN BISHOP

PULL YOUR WEIGHT! MOST OF US HAVE SEEN THE CARTOON DRAWING of one or two individuals pulling a wagon that has a crowd of people riding in it. You can probably apply that visual message to a variety of circumstances, whether it’s in the workplace, school, clubs, associations, etc.

I did an internet search for what’s behind the meaning of that drawing and found lots of results.

The most common one is… ”If you pull your weight, you work as hard as everyone else who is involved in the same task or activity.” We cannot afford to carry members who are not pulling their weight.

So, if you’re still reading this, your thoughts are probably, here she goes again! And you would be correct. The statistic that only around 10% of the pawn stores in the U. S. are members of the National Pawnbrokers Association is not just incomprehensible, but shameful, maddening, unacceptable, and a bunch more blankety-blank descriptive words.

Hold that thought as I switch gears a bit. As I write this, there have been two bills filed in the Senate that would mandate a cap of 36% APR

on most all consumer lending. In addition, by the time you read this, there will be similar, or identical versions, of these bills filed in the House of Representatives, as well.

No, this is not the first time federal rate cap bills have been filed, and over the years, some of them were even less than a 36% APR. Thus far, only one, the Talent Amendment to the National Defense Authorization Act, passed and went into effect October 1, 2007. This 36% Military Annual Percentage Rate (MAPR) applied to payday loans, motor vehicle title and refund anticipation lending to activeduty members of the military, their spouses and dependents (covered borrowers). On October 3, 2016, it was expanded to cover most all types of lending to covered borrowers, including pawn transactions.

This nine-year span of time, from 2007 to 2016, when pawn was not included, didn’t happen by accident. Just like the other rate cap bills that have been proposed during at least the last 15 years, the NPA was there w orking 24/7/365 to explain how your non-recourse pawn transactions did not trap consumers in a cycle of debt and are the safety-net choice that our customers turn to for short term cash needs.

Back to my initial thought, there couldn’t be a more important time for all pawnbrokers to stop riding, and start pulling, that wagon by joining the NPA. If you want to continue operating your pawn store in the ‘business as usual’ manner to which you are accustomed, then do the right thing - become a member of the National Pawnbrokers Association and help pull our wagon.

Fran Bishop

Fran Bishop NPA Government Relations Liaison NPA Past President

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

CALL CALL TO TO ACTION ACTION

With rate-cap bills looming, the NPA is calling on all pawnbrokers to step up and actively fight for your businesses and livelihoods. It is critical that you contact your lawmakers and explain why the pawn industry should be exempt from this legislation. If you are not a member of the NPA, please join now to join the fight.

ACTIVISM ACTIVISM TOOLS TOOLS Go to this website, or scan the QR code, to find everything you need to reach out to your lawmakers.

www.nationalpawnbrokers.org/npa-legislative-activism/ 1. Watch the webinar that discusses the rate-cap issue and how to talk to your legislators.

2. Use the link to find your Senator and Representative’s phone numbers and email addresses.

3. Download, print and use the brochures to hand to your legislators.

4. Use the email template to send messages to your lawmakers.

5. Use the online form to report back to the NPA. 6. Keep a watch on the online tote board of all visits, calls and emails.

We need to contact lawmakers in EVERY STATE.

WELCOME NEW MEMBERS Advanced Media Advertising Diane del Vecchio Stroudsburg / del Vecchio Productions Nisha Design Inc. JC Ramesh Dallas Jewelry Group

Jitesh Parikh South Plainfield Gem Pawn Shop Inc Craig Prather Temple Westminster Jewelry and Loan Curt Chapman Westminster CenTex Pawn Cody Lewis Waco Devine Pawn & Gun Joel Hefley Devine Jackpot Pawn Shop Kirk Hynes Largo Pawnbroker Network Cyndee Harrison Caledonia Cash Inn South, Inc James Daniel Miami Ameripawn Steven Kaczur Painesville StarGems Inc. Anish Desai Norcross J & S Pawn and Gun Shawn Ware Winona Lincoln Pawn Shop Alfonso Rivera Anaheim We Pawn All Xiomara Brooklyn HealthPoint Plus Inc. Robert A. Goddard Wakefield AV Diamonds Amin Samnani Houston STAR8 Wallet/ Star 8 Financial Inc. Joseph Lam Torrance Metro Door LLC Jeff Chevalier Lewisburg Momentum Pawn Cathy Gish Jackson Pronto of Alabama, Inc. Shawn Smith Mobile StarDimon, Inc. Sunil Shah New York Jack Hunt Coin Broker Inc Scott Hunt Buffalo SunDiam, Inc. Kamlesh Vania New Hyde Park Cash Northwest, Inc. Bruce Dobbs Centralia Pawn Leads Samuel Reading Boise Big City Pawn Amy Moss Houston Jahabow Kendall Mueller Owensville Text Request Dean Elrod Chattanooga PropertyRoom.com Linda Sanderson Frederick Smart Financial Ben Foster Atlanta River City Pawnbrokers Inc. Steve Maloney Evansville Bonhams

Laura Eahart New York Capital Pawn LLC Kenny Allwein Naples Empire Pawn of Nassau, Inc.

Mitchell Kushner East Meadow A-1 Pawn Shawn Treadway Tampa Top Dollar Pawn Walter Mauro Colorado Springs Mid Town Pawn & Jewelry Robert Suci Fort Myers Huntington Super Pawn Randy Wooten Huntington Beach Central Mega Pawn Scott Tiemann Azusa Premier Pawn Justin Gaudi Titusville

NationalPawnbrokers.org (817) 337-8830 22

NATIONAL PAWNBROKERS ASSOCIATION | SPRING 2021

PA TX NJ TX CA TX TX FL MI FL OH GA MS CA NY MA TX CA TN MS AL NY NY NY WA ID TX MO TN MD GA IN NY FL NY FL CO FL CA CA FL

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TOP 10 REASONS TO JOIN NPA 1. Add your voice to a nationwide coalition led by NPA government regulation experts who monitor and fight for pawnbroker rights at all government levels every single day.

2. You are instantly alerted to any federal or state legislation that will affect your business, so you can take action.

3. Boost customer trust in your business by displaying “NPA Member” on your store, website and materials.

4. Be more visible to your customers with a listing in the NPA-sponsored consumer-facing website “PawnFinders.”

5. Association discounts on things that help you run your business, including healthcare, insurance and more.

6. Member discounts for the annual Pawn Expo event, so you can meet other pawnbrokers, attend educational events, shop for vendors, and have fun!

7. Exclusive member discounts/incentives from NPA Industry Partners, who sell the equipment, software, and services that you need to run your successful pawn business.

8. Keep up with news, trends, and the pawn network through the quarterly National Pawnbroker Magazine and weekly This Week in Pawn email newsletter.

9. Network, ask questions and solve problems, for and with, your fellow members by using the NPA members-only confidential digital forums.

10. Use the extensive member library for training, education and tools to grow your knowledge and business.

Email info@nationalpawnbrokers.org for More Information or Apply Today

NationalPawnbrokers.org (817) 337-8830

Another Store Sold!

Stallcup Group facilitates the sale of an independent company in Missouri!

January 2020: Stallcup Group, Inc., an Exit Strategy Consulting firm, announced its successful facilitation of the sale of American Gold Mine, Inc. AGM, Inc. is an independently-owned business comprised of one pawn shop located in Missouri.

Stallcup Group served as the exclusive financial advisor to the seller in this highly successful transaction.

Stallcup Group’s thorough analyses of the seller’s financial data, and the unique attributes and characteristics of both the company and individual store helped ensure their client achieved all of their selling goals.

Here is what other clients of Stallcup Group have to say about their successes: “I highly recommend Stallcup Group to sell your business. They act as though they are my business partner. They helped navigate, at times, very treacherous waters and ultimately closed the transaction on my business and building lease. Stallcup group always had my best interest at the top of their agenda. They are second to none with their negotiation and closing process.”

– Dennis Kovac – President, American Gold Mine, Inc. “Ultimately, I was most impressed with Stallcup Group’s financial modeling, which is extremely sophisticated, and their ability to package information in a way that buyers want to see.”

– Craig McCall, 12 stores AZ/NV

WhyStallcupGroup?

We have more than 34 years of experience in the pawn shop industry and have closed over $245M in transactions since founding the business in 2009. We are the leader in Exit Strategy Consulting, and solely represent pawn shop owners. All Stallcup Group’s clients have realized a purchase price increase of 10-50% from initial offer to final closing price.

Contact us directly, and let us evaluate the true value of your pawn business:

Steve Stallcup

steve@stallcupgroup.com

817.479.3880

STALLCUPGROUP.COM

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N A T I O N A L

PAWNBROKER WEEK [DECEMBER 6-10, 2021]

You are part of a 3,000-year-old profession! Today, that is a $3 billion industry, just in the US alone. Most stores are family-owned and operated and are multi-generational.

You can’t get more American than that! Use this week to educate and celebrate your store, your family, your staff and your customers and your community.

The National Pawnbroker Week webpage has load of templates, logos, media templates, flyers and ideas for planning the week. Go to To find all the resources and planning tips go to

www.nationalpawnbrokers.org/PB-week

Monday, December 6 – National Pawnbroker Day • Post about the history of pawn. You can find information about this on the NPW Resource page.

• Schedule Media to visit your shop. Use the Media Outreach Email Template on the NPW Website • Schedule an activity to celebrate your employees.

• Decorate your shop to let everyone know about this special day.

• Offer one-day-only deals on this day.

Tuesday, December 7 – Who are Pawnbrokers?

• People need to know who you are! Are you a family business? Multigenerational? Post family pictures on your website and social!

• Check out the brochure and info sheet on the NPW webpage. This is a great resource to give to media or anyone who doesn’t know who pawnbrokers really are.

• Hashtags: #WeArePawn #PawnFamilyBusiness

NationalPawnbrokers.org (817) 337-8830

Wednesday, December 8 – How does pawn work?

• New customers may not understand how pawn works.

Download the “All About Pawn” flyers, print and hand out to customers. Or to those who are just browsing.

• In advance of National Pawnbroker Week, take videos or pictures, with permission, of any first-time pawn customers. Post with hashtag #MyFirstPawn.

Thursday, December 9 – Shop stories • What is the history of your shop? Was it started by your grandparents? Did you face adversity only to come back?

Are your employees a family? Tell your story online and on your webpage.

• Hashtags #mypawnstore, #secondgenpawn, (or third gen or fourth gen!) #NPAstrong, #ourpawnfamily. Tag NPA so we share your story too!

DECEMBER 6 - 10, 2021

N A T I O N A L PAWNBROKER WEEK

Friday, December 10 - #PawnGives • This is the 13th year that pawnbrokers have participated in philanthropy on “Giving Day.”.

• Please give generously to NPA causes, such as the FBL Scholarship Fund or PawnStrong, which benefits NPA members who are facing catastrophe.

• Fundraise in your community with toy drives, food drives, musical instrument donations to schools, supply drives for animal shelters and more!

• Hashtags #PawnGives, #PawnCares. We will be looking for these to share on our social, so be sure to tag NPA!

PLANNING F O R

T H E

HOLIDAYS WEBINARS Coming in October to help you get ready for National Pawnbroker Week and the holidays.

• Planning for National Pawnbroker Week – Mary Katherine Moore and Mark Campanale • Holiday Planning Tips – Cathy Gish • Up your Google Review Game – Nick Fulton

Support those who support the pawn industry.

At NPAVendorMarketplace.com, you will find NPA Industry Partners offer who offer expertise and specialize in all things pawn. Be sure to look for MEMBER-ONLY DEALS in their profiles.

FOR INFORMATION ON SPONSORING THE NPA MARKETPLACE: JODY@NATIONALPAWNBROKERS.COM

10 TIPS FOR CELEBRATING E M P L O Y E E S

By Mary Katherine Moore While you are focusing on customers during National Pawnbroker Week, don’t forget the people who are critical to your success – your employees. Show your appreciation by celebrating them all week.

Don’t forget social media! Post plenty of pictures of your employees during the week. People share this fun stuff, so your store is seen as a great place to work and shop. #NationalPawnbrokerWeek #PawnHelpsCommunities 1. Kick-off to National Pawnbroker Week.

Bring cupcakes and party food. Make some decorations in your staff areas with balloons and signs. Explain to all your employees that National Pawnbroker Week is about them, as well as your customers.

2. Pizza Party! Food is always appreciated, so order in pizza (or whatever is a favorite at your store). Get creative by bringing in breakfast treats rather than lunch, or take people out for lunch. Don’t forget to do this for every person and every shift.

7. Balloon Pop. Short and sweet way to celebrate your employees. Put a slip of paper with the name of a prize in a balloon. Employees pop the balloon to see their prize. Be sure to give good prizes like store credit, gift cards or a grand prize of a day off. Make sure to have enough so the last person to pick is not getting what is left over!

N A T I O N A L PAWNBROKER WEEK

4. Snap Cup. Decorate a bowl or vase and put slips of paper by it. Ask employees to write a nice thing about every one of their colleagues and put them in the cup.

Everyday of NPW, read out a few of the comments.

5. Dress-Up Days. Decide on a few themes such as movies, characters, pajamas or activities and ask

(817) 337-8830

6. Team Building. Use NPW to do short teambuilding exercises every morning.

DECEMBER 6 - 10, 2021

3. Swag. Load up branded coffee mugs with treats and gift cards or get everyone a new branded shirt. For extra excitement, wrap gifts in identical boxes and deliver to your employees a few days before with a tag that reads, “Do Not Open Until NPW!” This builds a sense of excitement when you do a countdown, and everyone opens their gifts at once.

NationalPawnbrokers.org

your employees to dress the part. Include prizes! If a customer wonders why everyone is wearing pajamas, you can engage the customer by talking a bit about National Pawnbroker Week.

8. Recognition. Make a poster for each employee. Be sure to include their photo. Hang the posters around the store and encourage customers and colleagues to write messages to/about the employee on the poster. Highlight one employee every day on your social media.

9. Parking Spot. Unveil an “Employee of the Month” prime parking spot. Going forward, award this spot every month to a deserving employee.

10. Boss for the Day. Hold a drawing (or let everyone take turns) for Boss of the Day. That person will shadow you and take on all the things you do in a day.

By experiencing the Boss Life, your employee will gain insight on what it really takes to run your store, including long hours, paperwork and staff management.

Mary Katherine is the NPA Director of Marketing and Communication and has many years of developing and marketing membership organizations. She was instrumental in developing National Customer Service Week, which is still going strong.

SEOh-no!

W H E R E D O I G E T S TA RT E D ?

By Mark Campanale SEO (Search Engine Optimization) is the algorithm used by search engines to find quality web sites that are relevant to what is typed in the search bar. However, it is ALWAYS changing. But this is a good thing. The more the engines are fine-tuned, the better the results. They are constantly tweaking their code to follow search behavior. For example, people used to simply put one word in a search engine. Now, there are several different ways to search, the most popular being asking a question. So how do you get started in a way that is easy to understand, and moreover, undertake?

HERE ARE 4 STEPS TO IMPROVE YOUR SEO 1. Content is King: Search engines love to crawl rich, relevant content. Subject matter that is created specifically for your targeted audience is one sure-fire way to increase your website’s crawlability. Adding quality keywords that your customers are searching for tells the search engines that you are an authority and improves your page relevance.

Using Keywords: Think about what your customers might search for. You hear keywords from your audience on a daily basis just from their time in your store. The key is to be specific.

For example: Who buys _____ near me? (Yes - this is a keyword. People search by asking full questions.)

Sell your (pick specific item for a targeted landing page or promotion.)

What can I get for _____?

How much can I get for ____?

You can also use what are called “negative keywords,” which target searches for competitor sites. For example: Personal loan Antique store Keyword Placement: Now that you’ve chosen your keywords, you need to place them within your page content. Search engines CRAWL web pages, meaning they start from the top of your page and work down, applying relevance to each keyword.

If “sell your jewelry” are your keywords, you need to place them in your URL, your heading and subheadings, and throughout your page. Using a combination of the words a few times in the first paragraph and a few more times throughout the page tells the search engines that your page is a match for what your customers are searching for. To highlight these keywords, use bold and italics tags, especially in the heading.

2. Fresh Content Gets New Crawls Pages can get stale. If content is not updated regularly, search

32

NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

engines get bored and will tend to ignore the page during crawl.

If you haven’t updated content, the search engine considers your page irrelevant to the search.

Once a month, take an audit of your landing pages. Edit each one by switching up the keywords, editing a paragraph, and adding/changing pictures.

3. Links are Paramount to Search Engine Relevance!

When you search for content, do you ever search for the words, “click here?” Neither does anybody else, and thus, search engines ignore these words. Instead of just writing, “click here”, try writing out the entire keyword phrase, for example, “Click here to learn more about how to sell us your jewelry.” Search engines add that keyword to the crawl and quality rankings.

4. Using Images or Video? TAG THEM! You know that image you uploaded with the name, “IMG234354?” That is actually hurting your search engine crawlability. First, give that image an actual name; better yet, give it a keyword! After inserting it into your page, use ALT tags to reference the keyword. For example: <img src=”sellingyourjewelry.jpg” ALT=”Sell your jewelry at (store name)”>. Do not simply put “jewelry” for the tag; it does nothing for the search relevance. You can see that a combination of the keyword has been used for both the image name as well as the ALT tag. The same goes for video. That URL for the embedded video tells the search engines NOTHING. Simply add the ALT tag after the link.

While there are several more ways to increase your website’s SEO, these 4 tips are the most important when getting started. They are the framework that will set you up for success. Use this formula for every page, and the search engines will literally love your site.

Mark Campanale is the NPA Digital Media Manager and has spent 28 years championing the customer experience in both the financial and entertainment industries, including Disney.

How to update your profile on

1

Go to PawnFinders.com, and select ‘Manage My Listing’ About Member Directory Get Listed Join NPA Now Manage My Listing

2

3

Log in with your NPA username and password. Forgot your password? No problem - click “Request Password” and we will send you a new one.

Click the ‘Profile’ button, and you can add your logo, an image gallery, a description of your store and services, social media links - you can even add a coupon!

About

HQ

Mailing

Profile

Deal

Invoices

Be sure to look in the MEMBER RESOURCES section for our step-by-step ‘how-to’ video. Questions? Send an e-mail to Digital@NationalPawnbrokers.org.

Get listed by becoming a member today: NationalPawnbrokers.org

R O F T I A W DON’ T

S A M T S I CHR lack Friday, oing with B G g n ti ke ar liday M yber Monday Get Your Ho urday and C at S s es in Small Bus

Everyone knows to get ready for the December holidays, but are you missing an opportunity in November? Thanksgiving weekend starts the holiday buying season with Black Friday, and that segues into Small Business Saturday, with Cyber Monday right on its heels. This is an entire four-day weekend, plus Monday, to make your store visible to holiday shoppers.

Black Friday

It is hard to compete with the big box stores on Black Friday, but it can be done with some clever preparation and marketing.

1. Start hyping your Black Friday “deals” now. Black Friday is all about saving money, so you are going to have to dig deep and offer the best deals you can.

2. Consider a “deal an hour” setup. For each hour you are open, give deals on certain items, such as “Gamer Heaven Hour,” with a deal on gaming platforms, or “Sweetheart Surprise Hour,” with a deal on jewelry. You could even do a “Marry Me” promotion with deals on engagement rings. Take it one step further by setting up a proposal station and taking pictures of happy couples. There are lots of engagements happening during the holidays.

3. Offer a kid’s area to park the little ones while the parents shop. Include some snacks and TV entertainment, and a minder to keep an eye out.

4. Publish a “sale” paper or advertisement so that shoppers know what you have to offer.

5. Use a guerilla marketing tactic! Head out to the big lines at the big box stores and hand out a flyer to every person waiting in line. You never know, some people may head over to your store!

Small Business Saturday

SBS is a national movement dedicated to supporting small businesses across the nation. Tap into the movement by increasing your pawn store’s visibility in your community!

1. Does your local Chamber of Commerce or other local business promoter have plans? Make sure you are a part of this. Many times, these organizations will put out advertisements, flyers and maps highlighting small 34

NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

businesses. It is often inexpensive to buy a spot.

2. Make sure you are listed in online directories such as Google My Business and Yelp. Does your town have business listing pages? Make sure you are on them.

3. Offer SBS deals, such as a percentage off now and a coupon for a percentage off on another day before December 24. You can offer free layaway or a free gift with purchase. Consider a “day-of” drawing for prizes for those who visit your store.

4. You will need to start getting the word out about the offers well ahead of time in local papers, your website, window signage and of course, social media. Use the official hashtags #SmallBizSaturday, #SmallBusinessSaturday, and #ShopSmall, or make up your own. Don’t forget Pennysaver or Tidbits-type local papers or regional magazines.

5. Consider partnering with other pawn stores. Yes, they are your competition, but partnering may make a bigger splash than going it alone. Consider general advertising focused on the benefits of shopping pawn stores and supporting small businesses. Put the logos and addresses of all the pawn stores at the bottom.

Cyber Monday Yes, Amazon invented Cyber Monday. But why let them reap all the benefits? If you offer online sales, here are some tips to drive business to your site.

1. Double-check your website’s maintenance and speed. It won’t do you any good to market Cyber Monday if it takes more than a minute to load the site on a shopper’s phone, or if traffic causes a site crash in the first few minutes.

2. Store signage and handouts are a great way to let current in-store customers know that you have a website with merchandise and will have deals on Cyber Monday.

3. Put pop-ups on your site a month before to let current online shoppers know there will be Cyber Monday deals.

4. Consider a special landing page just for this event. A dedicated page makes shopping easier and stress free. Also, a dedicated URL can have great SEO benefits.

5. Price-Point Guides let your customers find gifts in their price range without having to plow through tons of items they can’t afford. For each price point, list links to 10 items in a variety of categories such as jewelry, bags, power tools, electronics, etc.

Merchandising Matters!

20 Reminders for Busy Pawn Teams

BY LISA LITTLE

Lisa Little, CPP, is the owner of Fieldstone Pawn in Georgia. She is an NPA board member and serves on the Membership Committee. Lisa was awarded the NPA Outstanding Image Award in 2021. She is also spearheading the effort to reboot the Georgia Pawnbrokers Association.

1. Get curb appeal with a clean, well maintained exterior and parking area with good lighting and well-manicured lawn area.

2. Give us a sign in good condition, easily readable, on-brand and positive.

3. Make it shine and give a clear view through windows and glass displays which are unbroken and in good condition.

4. Invite them in with an uncluttered entryway 5. appropriate music, a comfortable temperature and pleasing smells. Pet odors, body odors, cigarettes and food smells can kill the urge to shop, along with strong candles and air fresheners.

6. Help them find their way. Let the store layout direct customer movements seamlessly through the merchandise.

7. Dance in the aisles. Make sure aisles are easy to navigate and clutter-free (think wheelchairs and strollers.) Speed bump displays should be on purpose, not by accident.

8. A team with a view has no blind spots when not specifically manning the floor (i.e. from the counter, other areas) 9. Washy Washy Washy. Clean everything regularly. Don’t forget to look UP, DOWN and in CORNERS. 10. Light it up because bright lights with organized displays and good signage direct the customers’ eyes where to go.

11. Plan displays for maximum profit.

Space is precious. Consider the return per square foot when deciding where to display inventory.

in 12. Use positive pop culture k signage and displays to spar ideas and interest in seasonal , and fad items. When possible on. acti to call a include 13, Rock the end caps. Use them right! Display seasonal merchandise and advertised specials on especially prominent ones.

14. Be like baby bear, not understocked, not overstocked, but JUST right. at eye level, 15. The eyes have it. What’s erent diff from k below and above? Chec merchandise gin -mar high e prim e Plac angles. ly. easi where people see it

16. Little eyes wander. Consider the little guys who wander away from parents.

Are your lower shelves and displays child friendly? Could your displays topple?

17. Move it around. It’s amazing how many things sell just by moving them to a different shelf or area.

18. Fries with that? Add-ons and crossmerchandised items should be easy to reach, reasonably priced and displayed thoughtfully.

19. Starbursts, not secrets. Starburst price tags have been a proven selling tool for years - don’t keep customers guessing!

20. Step back and enjoy team members who have a special gift for merchandising.

Let them shine!

FALL 2021 | NATIONALPAWNBROKERS.ORG

35

OUR INDUSTRY PARTNERS A BUYING GUIDE FOR NPA MEMBERS

AUCTIONEERS Bonhams 212.644.9001 www.bonhams.com BUSINESS/INSURANCE SERVICES Apperson, Inc. 562-356-3333 www.apperson.com Burrell Printing Co. Inc. 512-990-1188 www.burrellprinting.com Electronic Transfer Inc. 800-757-5453 www.electronictransfer.com FlexShopper LLC 855-353-9289 www.flexshopper.com Guns.Com 320-309-3226 www.guns.com HealthPoint Plus Inc. 617-512-0333 www.healthpointplus.com Jewelers Mutual Group/Wexler Insurance Agency 305-445-5050 www.wexlerinsurance.com Marshall & Sterling, Inc. 854-454-0800 www.marshallsterling.com McLarens 305-670-8591 www.mclarens.com National Shooting Sport Foundation 203-426-1320 www.nssf.org Numismatic Crime Information Ctr. 817-723-7231 www.numismaticcrimes.org Parcel Pro Inc. 310-328-8484 www.parcelpro.com Pawnbroker Financing 303-373-1300 www.pawnbrokerfinancing.com Pawnshop Consulting Group 954-540-3697 www.pawnshopconsultinggroup.com PawnTrain 904-343-9867 www.pawntrain.com PropertyRoom.Com 951-225-4010 www.propertyroom.com Stallcup Group, Inc. Exit-Strategy Consultant 817-479-3880 www.stallcupgroup.com STAR8 Wallet/Star8 Financial 310-862-7987 www.star8financial.com The Consultants LLC 503-970-7739 www.theconsultants.us Union Life & Casualty Insurance 800-545-5624 www.pawninsurance.com

COMPUTER SERVICES AND SOFTWARE Bravo Pawn Systems LLC 888-407-6287 www.bravorevolution.com DataAge/PawnMaster 727-582-9100 www.dataage.com Pawn Guru 248-566-0097 www.pawnguru.com Pawn Leads 208-615-8895 www.pawnleads.com XcelData, Inc. 661-836-4065 www.xceldata.com

DIAMOND BUYERS AND SPECIALISTS Aaria, Inc. 248-961-0506 aerj@aariadiamonds.com ABC Diamond Buyer, Inc. 586-354-7274 www.abcdiamondbuyer.com Adamas 410-913-0300 www.adamas-intl.com Atish Diamond LLC 212-938-1005 shahatish@aol.com Bluestone Trading Co, Inc. 888-800-2583 www.bluestone-trading.com Diatrendz 213-622-6611 www.thetrendz.biz Di-Moksh Diam Inc. 213-623-4363 www.dimokshdiam.com FCP Diamonds LLC 617-851-6564 clifffrye2@gmail.com Firerox 213-489-7575 www.firerox.com Jewelry Group 732-770-2000 www.thejewelrygroup.com Padmavati Exports Inc. 917-445-4383 padex.sun@gmail.com Palak Diam Inc 213-228-0077 www.palakdiamond.com R3 Diamonds Inc. 213-327-4691 r3diamonds@gmail.com Rapaport Group 212-354-9100 www.diamonds.net Shri Diamond/ Jebel Gems 212-840-0650 www.shridiamond.com SimplexDiam Inc. 212-883-0888 www.simplexdiam.com Solitaire NY Inc. 212-354-5999 www.solitaireny.com Sparkle & Dazzle LLC 212-789-9088 www.sparklendazzle.com StarDimon, Inc. 646-366-0553 www.stardimon.com SunDiam, Inc. 917-679-5533 www.sundiam.com

NationalPawnbrokers.org (817) 337-8830

GEMOLOGIST EDUCATION Gemological Institute of America 760-603-4000 www.gia.edu Jewelry Appraisal/ Gemological Institute 844-452-7769 www.jagilab.com

JEWELRY PRODUCTS AND SERVICES AV Diamonds 832-768-4785 www.avdiamond.com DRC Techno 615-492-1707 www.drctechno.com Edgewater Jewelry Group 305-373-8955 www.ewjewelry.com Jack Hunt Coin Broker, Inc. 800-877-7424 www.jackhunt.com Kassoy 800-452-7769 www.kassoy.com Nikos Jewelry Inc. 504-512-1285 www.nikosjewelry.com Nisha Design Inc. 214-748-2288 www.mynisha.com Stuller, Inc. 800-877-7777 www.stuller.com Times Past 713-256-3700 www.timespastcollections.com Watch Certification Services of America 415-994-6624 www.watchcsa.com Yehuda Company 702-523-6982 www.yehuda.com

MARKETING, MEDIA, AND WEB DESIGN Advanced Media Advertising/delVecchio Productions 805-637-5200 www.advertisingusa.tv Pawnbroker Network 817-522-2556 www.pawnbrokernetwork.com Podium 801-503-8402 www.podium.com Text Request 423-218-0111 www.textrequest.com Today’s Pawnbroker Magazine 772-232-8888 www.todayspawnbroker.com

MERCHANDISE/ INVENTORY CONTROL Goodwill of Indiana 317-524-4352 www.goodwillindy.org

PRODUCT WHOLESALERS Entrupy 888-368-7879 www.entrupy.com StarGems, Inc. 770-394-6727 www.stargems.com Upstate Coins & Gold

720-741-0573 www.Upstatecoins.com

REFINERY SERVICES AAA Precious Metals Inc 503-253-8591 www.aaametals.com David H. Fell & Co 415-815-9938 www.dhfco.com Dillon Gage Inc. of Dallas, Metals Division 888-436-3489 www.dillongage.com Elemetal LLC 800-889-0396 www.elemetal.com Garfield Refining Co. 800-523-0968 www.garfieldrefining.com Geib Refining Co. 800-228-4653 www.geibrefining.com General Refining Corp 516-538-4747 www.generalrefining.com Manhattan Gold & Silver 212-398-1454 www.mgsrefining.com Midsouth PM 800-895-1874 www.midsouthpm.com Mid-States Recycling and Refining 847-298-0010 www.midstatesrecycling.com Noble Metal Refining 317-590-7138 www.noblemetalrefining.com Pease & Curren, Inc. 800-343-0906 www.peaseandcurren.com Precious Metal Refining Services 847-204-8115 www.pmrs-refining.com United Precious Metal Refining 800-999-3463 www.unitedpmr.com Williams Gold and Silver LLC 702-485-1414 www.williamsgoldandsilver.com

SECURITY MJSA 508-316-2132 www.mjsa.org Metro Door LLC 833-969-3667 www.metrodoor.com Retail Security Services 817-907-1778 www.retailsecurityservices.net Rolland Solutions 214-845-6805 www.rollandsolutions.com Southern CA Safe Co 323-724-5880 www.socalsafe.com

STORE DESIGN AND EQUIPMENT Jahabow Industries, Inc. 314-343-8950 www.jahabow.com Rack’Em Racks/ Horizon Manufacturing 877-722-5369 www.rackems.com

WHOLESALE PRODUCTS Franzen International 201-405-2228 www.franzenintl.com M & M Merchandisers 800-299-9035 www.mmwholesale.com Marque Luxury 949-212-4224 www.marqueluxury.com Radical Firearms 281-207-8788 www.radicalfirearms.com Technical Pro 732-237-6037 www.tpro.com Worldwide Diamond Co. 213-622-2191 www.diamond@earthlink.net

9 WAYS TO

GROW YOUR PAWN SHOP’S HOLIDAY SALES

By Bob Phibbs

Even though the NRF is expecting a 10-13% jump in sales for 2021, the media will still be broadcasting how expectations are soft for retail sales this shopping season.

To get your piece of the retail renaissance, take action now.

Here are my top nine actions you need to take to have a successful holiday season.

Clean out your stockroom. A few years ago, the FDA admitted that they found smallpox vials from the 1950s in a walk-in cooler that no one had regularly looked at.

Old merchandise in your back room is just as deadly. Take a helper and remove every box, open them, sort them and throw out the junk. Put anything possibly salvageable on sale prior to Labor Day. Clean out your store. I’m talking about down to the fixtures here. Remove every box, bag or tag. Sweep or mop every floor surface. Get your carpets cleaned. The

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

whole goal is to look as new as possible.

Repair, repaint and relight. Once everything is clean, notice the chipped paint, the broken furniture, the yellowed signage, and fix them. Have someone take a razor blade to your glass surfaces and get rid of all those tape residues from mask and health fliers. New customers notice your leftovers each time; now so must you.

Open up your floor. Include more space for customers to move in and more space around items so they stand out. Use smaller round tables nested around each other to create dramatic display areas for high-profit items throughout your store.

Be merciless with markdowns. Before you put your merchandise back on the shelf, consult your sales reports. Each product should have to justify its existence heading into the fall, and if it doesn’t make the grade, add it to your Labor Day Sale pile.

Organize your products into lands. If you can, move your store around completely so established customers will notice things they surely missed before. Consider new signage that makes those lands obvious.

Review every one of your employees.

From District Managers to warehouse workers, now is a great time to catch up with each and every employee. Set expectations, tell them your plans to get

their buy-in and collaborate with them to make this holiday season your best.

Create a timetable for adding part-timers.

Hiring around Halloween won’t cut it.

Consider that this is your most important season and allow sufficient time for training.

Start hiring mid-September.

Create a 12-week plan of emails that finish December 31. You won’t have time to come up with these during the rush of the holiday season, so they are often forgotten until it is too late. Don’t get overwhelmed - you know the main times already - after Thanksgiving, the week prior to Christmas and the day after Christmas. If you want to really be prepared, create those on Facebook and schedule them now so you have one less thing to think about.

Wrap Up Having a prosperous holiday season takes planning and time. Instead of relaxing while watching a cat video on TikTok, use that time to put your plan into action.

Bob Phibbs, the Retail Doctor®, has helped hundreds of small and medium-sized businesses in every major category, including hospitality, manufacturing, service, and restaurant. He is a nationally recognized expert on business strategy, customer service, persuasion, and marketing. With over thirty years of experience beginning in the trenches and extending to senior management positions, he has been a corporate officer, franchisor, and entrepreneur. He keynoted at Pawn Expo this past summer.

DESIGN

g n i k n i Th

A CRITICAL KEY TO THE CUSTOMER EXPERIENCE

By Mark Campanale

When it comes to promoting your business, everything matters. Just as we need to be problem solvers, we also need to be designers. Every aspect of our store must be developed with the customer in mind – from the products and services we provide, to how we greet customers when they call or enter our store, to the architecture of each location – including our web presence. Pawning can be an emotional experience, where customers may be parting with treasures in order to pay rent.

With that in mind, we need to be accommodating in every aspect of our business.

Looking for the human behind everything.

Finding the human element in your operation is about becoming mindful about everyday transactions and situations that happen in your store. For example: when a new customer walks into your store, do they know where to go or who to talk to? Are they crystal clear on where the layout takes them (or doesn’t)? Try from your perspective to walk in your customer’s shoes – when you enter your store. What do you see? If the layout isn’t crystal clear to you, then it’s even worse for your customers. Customers who feel comfortable always come back.

Wayfinding is critical on and offline.

While you strategize your in-store wayfinding plan, you must also keep in mind other mediums.

Take a look at your website - is the wayfinding intuitive? Do the links help them find what they are looking for? What if they need help? – Is it easy to find and contact someone? Customers who can’t find what they need, or find someone to

help them easily, will abandon the site altogether.

Design thinking is a critical component to the ultimate customer experience.

Often, we get so deep into working in the business that we need to step back and work on the business. Having a roadmap is helpful.

Here are the core principles of design thinking: Begin with people, culture, and context: understand human needs deeply enough to know where to begin design—the biggest challenge is ensuring that you’re asking the right questions.

Engage: enable participation from customers, employees, and even those outside the company to build upon ideas – a fresh set of eyes is always a benefit.

Rapid prototyping: learn rapidly by building, testing, failing, and honing. Essentially, take notes on your employee and customers’ experience in your store and online, then sketch out what your design needs to look like on and offline.

Execute: change is hard—especially the type of transformative change realized with such a reimagining of the customer/company interface.

It’s for these reasons that empathy in our design is so important; Empathy forces us to be creative.

Empathy insists that we enter another person’s world, experience first-hand what they are experiencing, and then interpret their experience for ourselves.

How will you employ design thinking at your store?

FALL 2021 | NATIONALPAWNBROKERS.ORG

39

2021 ANNUAL AWARDS The NPA was delighted to present the Association’s annual awards honoring the best, brightest and most committed of our members, both pawnbrokers and industry partners. Please join us in congratulating the winners!

State Association of the Year 2021 THE TEXAS ASSOCIATION OF PAWNBROKERS

Industry Partner of the Year RAFAEL AMADOR OF UNITED PRECIOUS METALS REFINING

Pictured is Cody Lee Lewis, president of the Texas Association of Pawnbrokers, who accepted the award on the behalf of TAP.

Pictured is Rafael Amador accepting the award from Tim Collier, NPA board member and past president, and Kristen Williams, NPA Executive Director.

Young Professional of the Year STACY VANEGAS OF SUNBELT PAWN

Outstanding Pawn Image Award LISA LITTLE OF FIELDSTONE JEWELRY AND PAWN

Pawnbroker of the Year 2020 MICHAEL MACK OF MAX PAWN

Pictured is Stacy Vanegas with the Young Professional of the Year Award

Pictured is Lisa accepting the award from Tim Collier and Kristen Williams.

Pictured is Michael Mack accepting the award from Tim Collier and Kristen Williams.

(Michael was unable to receive the award in person.)

NationalPawnbrokers.org (817) 337-8830

CALENDAR OF EVENTS

October 22-24, 2021

CAPA Convention and Exposition Omni Las Palmas Resort and Spa, Rancho Mirage, CA

December 6 -12, 2021

April 2022

NPA Board of Directors Meeting Washington, DC

April 2022

National Pawnbrokers Week

NPA Legislative Conference Washington, DC

February 18, 2022

July 11-14, 2022

Texas Association of Pawnbrokers Convention Houston, Texas

Pawn Expo Caesars Palace Las Vegas, NV

ABOVE: Caesers Palace, Las Vegas.

BELOW: Texas from above.

FALL 2021 | NATIONALPAWNBROKERS.ORG

41

STAT E N E W S

STATE ASSOCIATION NEWS Arkansas Tim Collier, Past President of NPA and President of Arkansas Pawnbrokers

Association The Arkansas Pawnbrokers Association helped with the passage of Senate Bill 336 which exempts sales and use tax from coins, currency and bullion. The Arkansas sales tax exemption takes effect on October 1, 2021. Meanwhile, similar bills are still pending in Ohio, Maine, Tennessee and New Jersey as the national backlash against taxing constitutional money continues.

Including Arkansas, 40 U.S. states now fully, or partially, exempt gold and silver from the sales taxes. That leaves 10 states and the District of Columbia as the primary jurisdictions that still harshly penalize citizens seeking to protect their savings against the serial devaluation of the Federal Reserve Note. We worked two years ago and laid the groundwork and were able to finish the deal this session. With the session over, pawnbrokers can now concentrate on building their pawn balances and inventory ahead of the upcoming holiday season.

The Dixie Pawnbrokers Educational Conference and Trade Show takes place September 6-8, 2021, beginning on Labor Day Monday at Perdido Beach Resort in Orange Beach, Alabama. Anyone interested in attending may contact Tim Collier at 1-800-497-4548 for details.

Colorado Steven Adsit, President of Colorado Pawnbrokers Association Colorado is still working hard at building a working association. We need help. Give us an email with a simple contact so we can keep you informed! stores.35@mmi-corp.com.

Georgia Lisa Little, CEO of Georgia Pawnbrokers Association The Georgia Pawnbrokers Association member map is growing! The Legislative Session is over for 2021, and no significant pawn-related legislation was passed.

Several Georgia members attended Pawn Expo and many are looking forward to attending the Dixie Convention. If you are interested in joining or supporting us, please visit us online at georgiapawnbrokers.org. Thanks to our Charter Industry Partners - Burrell Printing, Pawn Train, Pawnshop Consulting Group, United Refining, The Pawnbroker Network, Podium and Geib Refining.

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

Illinois Kelly Swisher, President of the Illinois Pawnbrokers Association First of all, I would like to thank the NPA and the GRC for inviting me to speak on behalf of the Illinois Pawnbrokers Association at Pawn Expo. I had great conversations with many members about how what is happening in Illinois can just as easily happen in their home state, or the entire country. I think everyone realizes that our industry is a target for many politicians and consumer groups that have no clue what we do or who we serve. I think it was clear to everyone in attendance that educating our lawmakers should be the priority. In my opinion, everyone who made the trip to Texas should also attend the legislative conference in Washington, DC. Remember, it’s your livelihood at stake.

I would also like to thank ALL the members of the Illinois Pawnbrokers Association. If it were not for you, the pawn industry in Illinois would already be out of business. The dues you have paid and the support you give is allowing us to fight.

Unless you have been living under a rock, you know we are facing the most serious threat to our industry that we have ever seen. The Illinois Pawnbrokers Association, the National Pawnbrokers Association, and three larger multi store operators are currently engaged in a lawsuit with the Illinois Department of Financial and Professional Regulation. We are fighting for our existence... your existence.

For those of you that are not members, you may think that you can just sit back and enjoy all the hard work that the association does on behalf of our members. The truth is you don’t even realize how much you lose by not being a member and participating.

Proof of that is the sheer volume of calls I get, month after month, from non-members wondering what is going on and asking if they should “still write pawns.”

That confuses me. You have a state association that is here to protect your livelihood and is fighting for you and you choose not to join it? Yet when things are threatening you, you call and ask me to take my time to tell you what’s happening?

Really? In the time it took you to call me you could have joined the association. We have meetings, emails, Zoom calls and phone conversations regularly. The association and its members are the ones that will shape the pawn industry that is to come. So as long as you are okay with letting someone else decide your future, there is nothing I can say to make you understand the mistake you are making.

I will say... If you are not a member of the IPA,

stop calling me for help. You obviously don’t care about your business, so why should I? If you would like to be part of the conversation and help decide where the pawn industry is headed here in Illinois, please visit www.illinoispawn.org If you are not already a member of the National Pawnbrokers Association, please join. If not for their help, I don’t think we could fight this battle here in Illinois. Don’t forget, the NPA is the only group that is fighting for our industry in Washington, DC. Please visit www.nationalpawnbrokers.org/.

Mississippi Nick Fulton, President of Mississippi Pawnbrokers Association The Mississippi Pawnbrokers Association has been working on a new website which will soon be released. It is our hope moving forward to provide our members online training to assist them with continuing education, for those who cannot attend the conventions in person. It will cover many things such as inventory control, marketing, FFL and AML compliance. Since it has gotten harder, in these times, to meet in large groups, it will allow members to come and go as time permits. More updates coming soon. We have also been working with our legislators on a grassroots level throughout the year.

We consider legislation our main focus for our members to protect them from new laws which could affect their business’s bottom line.

Looking forward to serving on into 2022.

North Carolina Bob Moulton, President of North Carolina Pawnbrokers Association “It’s hard to be a fireman without a fire!” We have been a victim of our own success in North Carolina. Our lobbyists have been able to steer us clear of any potential negative legislation before it could affect us. Therefore, many pawnbrokers in our state have stopped being members. We are trying to restart the N.C. Pawnbrokers Association. We need every pawnbroker to band together to help.

Please contact moultonbob@yahoo.com as we have a roaring inferno on the horizon!

Ohio Raphael Tincher, President of Ohio Pawnbrokers Association The OPA will have a membership meeting on October 10, 2021 in Columbus, OH. This will have a four-hour CE session attached to the meeting. November 14, 2021, will see another four-hour CE session at the same location

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in Columbus (new Quest Center location, down the street from the old). Details will be forthcoming in August/September.

Rhode Island Cliff Frye, President of the Rhode Island Pawnbrokers Association Here in RI, with the news of the Federal Rate Cap Legislation, we are working with our lobbyist to set up a meeting with a senator, who is a sponsor of the Bill, to educate him on the value of pawn and why it should not be included in the 36 APR Federal Rate Cap Legislation. The RI Pawnbrokers Association has been successful in the past procuring meets with Senators.

Oregon Oregon is gearing up to have their Annual Pawnbroker Meeting on August 1, and it will be completed by the time this magazine is delivered. At that meeting we will be strategizing and organizing, alongside our lobbyist, regarding the 3% rate cap that US Senator Merkley from Oregon helped propose at the federal level. This proposal is at the top of our list of things to discuss as Oregon pawnbrokers need to present a united front for our industry and our clients.

Now is the time to join forces. Join the OPA now at www.oregonpawnbrokerassociation.com/

Tennessee Gayle Ferebee, President of the Tennessee Pawnbrokers Association TENNESSEE is on a roll! Through Phase One of our membership drive (snail-mail), MEMBERSHIP IS RE-BUILDING! Policies and procedures are being put in place to ensure the longevity of the TNPA (bookkeeping, record keeping, defined roles, etc.). Phase Two of our membership drive is underway...phone calls, second invitations to join, and in-store visits. We have (yet) to find a state lobbyist, but we are ready to stand behind the NPA, in rapidly GROWING numbers, and promoting NPA membership to aid in the watch for our industry. We are also working with our neighboring States’ Associations for education avenues that directly affect our members’ day to day operations.

Texas Cody Lee Lewis, President of the Texas Association of Pawnbrokers What a pleasure it was to be the host state for the NPA Convention this year and having pawnbrokers from all over the nation in Fort Worth.

We are honored that our Association was given the “2021 Association of the Year” award.

It takes commitment from a Great Board of Directors, along with dedicated Members, to make an Association work. The past two years

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have been tough. We would like to let all the other associations know we appreciate you doing your part to keep our industry strong.

We have valued friends across the states! We truly have the best vendors. They work just as hard as associations do to keep pawnshops looking great in the public eye!

In 2021, we have updated our logo, improved our quarterly magazine and are in the process of updating our website again! Our 2021 Board of Directors were at the NPA Pawn Expo passing out koozies for our upcoming 25th Anniversary in 2022. So, if you have never visited one of our conventions, come check us out! In 2022, we will have a Casino Anniversary Bash on Friday night and, as always, lots of fun at our PAC Fund Auction on Saturday night.

Our Auctioneer, Jack Bonds, is the best! He plans on retiring soon, so come see him in action! We are still working on our Seminars, but they are always informative!

Convention 2022 will be held February 25-27, 2022, at the Renaissance Hotel Richardson/Dallas! Watch for details on FB or our website www. texasassociationofpawnbrokers.com.

UTAH Randi Nell, Organizer Utah is working toward setting up a new association.

We are looking for a point of contact for each store. If you have interest in getting involved, please reach out to randi@bigdogpawn.com.

FALL 2021 | NATIONALPAWNBROKERS.ORG

43

THE NPA’S PAWN EXPO 2021 WAS A HIT! Close to 500 people converged on the Fort Worth Omni on July 11- 13 to network, learn, make business connections, and have a yeehaw good time!

From board meetings, GRC updates and awards to sessions, roundtables and plenty of exhibit hall time, everyone agrees this was the best Expo yet. And don’t forget the fun! Attendees had a rollicking good time at everything from golf and receptions to bull riding, line dancing and loads of delicious BBQ.

“I ENJOYED THE YOUNG PROFESSIONAL’S LUNCH AND MADE SEVERAL FRIENDS THROUGH THAT. IT WAS A FANTASTIC CONVENTION THROUGHOUT.” —James Savoldelli

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

“CONGRATULATIONS ON AN AMAZING EXPO! I ATTENDED VEGAS ONCE AND DIDN’T ENGAGE WITH 10% OF THE PEOPLE I ENGAGED WITH THIS TIME. AND BOY, DID WE ALL ENJOY OURSELVES!!!”

—Roberta Suarez

“IT WAS GREAT TO SEE EVERYONE AND ONCE AGAIN LEARN FROM THE BRIGHTEST AND THE BEST. LOOKING FORWARD TO NEXT YEAR.” —Ben Levinson

MARK YOUR CALENDARS “I THOUGHT THE EXPO WAS EPIC AND VERY WELL DONE.” —Jeff Wilhelm

Pawn Expo 2021

July 11 – 14, 2022 Caesars Palace, Las Vegas

FALL 2021 | NATIONALPAWNBROKERS.ORG

45

FUTURE BUSINESS LEADERS SCHOLARSHIP FUNDRAISER WAS The NPA raised over $1700 for the Future Business Leaders Scholarship Fund! Lots of people rode the mechanical bull during Pawn Expo 2021’s Welcome Reception at River Ranch in Fort Worth, TX. Each rider donated $20 to ride or $50 to challenge someone to ride. After a final “Buck Off,” it came down to two riders, Donald Rogers of Virginia Gold Buyers and Jarred Mick of Harrisburg Pawn. With the bull set on “extreme,” these two battled it out to win the coveted NPA Championship belt buckle. The top honor went to Donald! But the generosity didn’t stop there. Donald “auctioned” the buckle to second-place finisher Jarred, who made a sizable donation to claim the buckle. Thanks to everyone who participated and made donations to the FBL Scholarship Fund!

the Donald Roger’s ride for

win

NPA Past President, Kerry Rainey, rides in style

46

NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

Jarred Mick Pictured left to right, th champions! bo rs, and Donald Roge

Lots of smiles in the crowd

Perry Lewin hangs on!

The ladies brave “Big Red”

FUTURE BUSINESS LEADERS: EDUCATING THE NEXT GENERATION OF PAWNBROKERS The Future Business Leaders Scholarship Fund was established in 2003 to provide scholarships to individual applicants who are planning to enroll, or are enrolled, at an accredited two-year college, four-year college, or trade school. To date, over $150,000 has been awarded to students based on academic performance, community leadership, and written essay submissions.

FALL 2021 | NATIONALPAWNBROKERS.ORG

47

ADVERTISER INDEX

52

13 10 2,3 10 15 5 7 43 48 23 15 25 17 9 19 26,27

48

Bluestone-Trading Company Bravo Systems Burrell Printing & Paper Data Age/ PawnMaster Electronic Transfer Geib Refining Corp.

GIA Jewelers Mutual Group/Wexler Insurance Agency Metro Door LLC Mid-States Recycling & Refining PawnBroker Financing Rapaport Group Simplex Diam, Inc. Stallcup Group Exit-Strategy Consulting Stuller United Precious Metal Refining, Inc. Upstate Coins & Gold Yehuda

NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

TEXAS ASSOCIATION OF PAWNBROKERS

2022 CONVENTION AND EXPO FEBRUARY 25-27, 2022 ALL PAWNBROKERS ARE WELCOME!

TURNING

25

RENAISSANCE DALLAS RICHARDSON HOTEL 900 E LOOKOUT DR, RICHARDSON, TEXAS 75082

www.texasassociationofpawnbrokers.com

Call 972-506-0203

PEOPLE OF PAWN

LISA LITTLE, CPP LISA LITTLE HAS BEEN A PASSIONATE MEMBER of the pawn industry since 1987 and was the first woman in the nation to become a Certified Pawn Professional®.

After attending the University of Georgia, she and her father co-founded a chain of four pawn shops, along with numerous other businesses. In 2013, Lisa became CEO and Managing Member of all the family businesses.

How did you get started in pawn?

My Dad talked me into it after college. He sold a boat business, and I was selling Real Estate and Cellular Phones. After he showed me the potential numbers, it was tough for me to turn it down. We started the business very green and with no pawn experience.

What is the number one pawn skill you have?

Listening. People just want to be heard at the counter, and everywhere else. It’s about doing your best to get them what they need/want.

What pawn talent do you wish you had? Why didn’t I do GIA? SMH.

“IT IS LIKE ANY OTHER JOB. YOU GET OUT OF IT WHAT YOU PUT INTO IT.” What customer behavior aggravates you the most?

Poor behavior/insults to our team about things beyond their control. Example - gun customer who is delayed by the NICS blesses out the employee who handled the paperwork.

What customer behavior brings you joy?

So many! When they come back and thank us for (fill in the blank.) We have customers who bring us Christmas presents and food and all kinds of wonderful treats. They tell us how the fiancé loved the ring, or the operation was a success, or they still have the stereo they bought from us 10 years ago. I have children of customers coming in who I have enjoyed watching grow up.

What is the weirdest thing you have ever written a loan for?

I probably don’t know the TRUE answer to this one, but one fun loan was for Super Bowl tickets.

What career would you pick if you were not in pawn?

Computer Programmer, Attorney, Orchestra Conductor, Empress.

Where do you see yourself in 10 years?

Working, traveling, enjoying grandbabies.

Do you want your children to follow in your footsteps?

Some footsteps yes, some footsteps NO! What college degree would be great to have to work in pawn?

Business Marketing and/or Psychology.

What is the one piece of advice you would give to anyone considering the pawn industry?

We are a SERVICE industry. Try to say, “Yes.” Do your very best to make the person on the other side of the counter feel respected and appreciated. If only one person treats him with kindness today, let it be you.

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NATIONAL PAWNBROKERS ASSOCIATION | FALL 2021

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