Hardware Connection February 2025

THE INDUSTRY’S DIGITAL LEADER

CELEBRATING ID G I TALEXCE LLENCE YEARS

ALSO INSIDE

After the Fire: Retailer’s Story of Loss, Recovery | 5 Ways to Increase Average Transaction Size

Must-Know New Trends from CES

When the team at Monument Lumber needed a partner to refresh their store and modernize their assortments, Orgill delivered. Today, the store is attracting a wider customer base and competing more effectively.

Get an inside look.

Mark Shugart Co-owner of Monument Lumber Freedom, California

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The Eaton Fire left only the store’s brick façade standing, destroying everything inside and resulting in a total loss of inventory and equipment.

ADVERTISERS’ INDEX

ANew Is in the Air

year ago, in my first column as editor of Hardware Connection, the headline proclaimed “The Only Constant Is Change.” Whew. I didn’t have any idea how right I would be about that. With Do it Best’s purchase of True Value and merger with United Hardware and House-Hasson’s acquisition of Bostwick-Braun, it’s been a historic year for retail hardware.

While spring may still be a few weeks away across the hardware industry, there’s a fresh sense of momentum—a shift toward new ideas, new voices and new ways to connect with customers. This issue of Hardware Connection reflects that energy, bringing exciting changes that highlight the innovation and collaboration shaping independent home improvement retail.

I’m beyond proud to introduce a new voice to the magazine: Kelly Wright, whom we profiled in the March 2024 article “One-Woman Hardware Store, No Bricks Required.” Kelly is sharing her sharp eye for standout products and emerging trends in her column, Tools for Ideas, which will focus on seeing retail hardware through a fresh lens. Whether it’s showcasing innovative merchandising ideas, highlighting must-watch trends or taking a closer look at the products making a real

By Doug Donaldson

impact in stores, Kelly brings a deft instinct for what’s next.

In this and future issues, we’re also featuring retailers who represent the next generation of leadership in hardware. In the article “5 Ways to Increase Average Transaction Size,” Austin Diehl, CEO of Virginia-based Randy’s Hardware, shares his deep understanding of both the operational and customer engagement sides of the business. Austin is among those shaping the future of independent hardware retail. As more retailers look for ways to stay competitive in a rapidly changing market, Austin and others like him offer insights into what it takes to build a strong, adaptable and community-driven business.

In addition to new voices in the magazine and new awards to celebrate, we’re also excited to announce new collaborations that will bring even more expertise and insight to our readers. Home improvement expert and media personality Chip Wade is teaming up with Hardware Connection to provide valuable perspectives on home improvement trends, product innovations and consumer behavior. Chip has built a reputation for blending hands-on expertise with forward-thinking ideas, and we’re excited to bring that knowledge to our audience.

SHELF LIFE

This year also marks a milestone for Hardware Connection as we celebrate 15 years of covering the independent home improvement industry. While we look ahead to what’s new—fresh voices, digital innovations and emerging trends—we’re also taking time to reflect on the insights and wisdom that have shaped the past decade and a half. Throughout the year, we’ll revisit some of the best advice, strategies and success stories from our archives, proving that while the industry continues to evolve, the core principles of great retailing remain as relevant as ever. You’ll find the first of this series in “ The Best Advice, Tips & Wisdom from Hardware Connection magazine.”

EMBRACING CHANGE, HONORING TRADITION

Change is inevitable, but what sets this industry apart is how independent retailers continue to embrace it—not just by reacting to trends but by actively shaping them. Whether through digital innovation, fresh merchandising approaches or new partnerships, the best retailers aren’t just keeping up; they’re leading the way.

As we step into this next chapter for Hardware Connection, we’re energized by the new ideas, new voices and new opportunities that are defining the future of the industry. We’re excited to share them with you.

While there’s plenty of buzz around what’s new in hardware, some things

“ CHANGE IS INEVITABLE, BUT WHAT SETS THIS INDUSTRY APART IS HOW INDEPENDENT RETAILERS CONTINUE TO EMBRACE IT.

remain constant—like the way hardware retailers support each other in times of need. This issue features “After the Fire ,” a powerful Retailer 2 Retailer article from Rob Orlandini, owner of Altadena Hardware in Altadena, Calif., who shares his experience after the devastating Eaton Fire in Los Angeles destroyed his store. In the wake of his family’s loss, the hardware community has stepped up in remarkable ways, offering resources, guidance and encouragement as he begins rebuilding. (See the accompanying article “Do it Best, True Value Commit $110,000 to California Wildfire Relief.”) Orlandini’s story is a testament to the resilience of independent retailers and the unwavering support that defines this industry. n

From Hype to Results: What AI Must Prove in 2025

In January 2023, I wrote about artificial intelligence and its emerging innovations— click here to view. At the time, I had no idea AI would dominate media headlines for nearly two years, only briefly stepping aside for the drama of a contentious presidential election. Now, as we enter 2025, the conversation has shifted from hype to expectation. This is the year AI must prove it can justify the billions of dollars invested in its development. Fortunately, hardware retailers can capitalize on these advances without making significant investments by leveraging relationships with key partners.

As the spring buying markets begin, retailers should engage with wholesalers, POS suppliers and other service partners about their AI solutions—how they specifically enhance business operations and, most importantly, how to measure their effectiveness. Establishing clear metrics is crucial to understanding AI’s impact. Set benchmarks and key performance indicators (KPIs) that extend beyond general sales tracking.

By Craig Cope

WHAT CAN WE EXPECT FROM AI IN 2025?

Advanced POS Integrations.

AI-powered analytics within POS systems will go beyond traditional sales tracking, offering predictive inventory management, automated reordering and enhanced fraud detection. Be sure to check whether these additional services come with extra fees, as they can affect overall costs and budgeting.

AI-Driven Customer Insights. Machine learning models will analyze buying habits, allowing hardware store owners to anticipate customer needs and offer targeted promotions. Additionally, these insights will now incorporate weather data, enabling retailers to tailor stock levels and marketing strategies to seasonal and weather-related demands.

Chatbots and Virtual Assistants.

While poorly performing chatbots have given AI a bad reputation in some cases, this is no longer the norm. In 2025, AI-driven chatbots will become even more sophisticated, providing 24/7 customer support, answering product inquiries and assisting with online purchases. High-performing chatbots now deliver

CONSTRUCTION

TREE CARE

TREND WATCH “

accurate, humanlike interactions that enhance customer satisfaction.

Automated Marketing Campaigns. AI can personalize email and social media marketing, ensuring that customers receive relevant promotions at the right time. These tools integrate with existing websites and social platforms to automatically adjust promotions based on inventory levels and seasonal trends.

HOW TO MEASURE SUCCESS?

Track Efficiency Gains. Measuring efficiency improvements can be challenging, but start with simple steps, such as timing tasks before and after AI implementation. Are reordering processes faster? Has customer service response time improved? Small efficiency gains add up, and tracking these changes over time will reveal AI’s true impact.

Evaluate Cost Reductions. Are your operations more cost-effective today than before AI implementation? Assess whether labor costs have decreased, inventory waste has been reduced or operational processes have become more efficient. AI should simplify operations and drive measurable financial benefits over time.

Measure Customer Satisfaction. The real value of AI isn’t just automation—it’s about improving service. Customers should notice the difference, whether through quicker responses, better product recommendations or more seamless transactions. If AI isn’t

FOR RETAILERS, SUCCESS WILL COME FROM LEVERAGING AI IN PRACTICAL WAYS THAT ENHANCE EFFICIENCY, BOOST CUSTOMER ENGAGEMENT AND INCREASE PROFITABILITY.

enhancing customer experience, it’s not being used to its full potential.

Analyze Sales Performance.

Beyond tracking overall sales, focus on customer retention rates, upsell success and seasonal trend forecasting. Are customers buying more frequently? AI should drive meaningful improvements that go beyond simple revenue growth.

FINAL THOUGHTS

This is the year AI must prove its worth. For retailers, success will come from leveraging AI in practical ways that enhance efficiency, boost customer engagement and increase profitability. The good news? You don’t have to start from scratch. By working with existing business partners, retailers can seamlessly integrate AI into operations without disrupting what already works. n

HARDWARE STORIES butAmazing TRUE

Acustomer dropped off a lamp to be rewired, something we’ve always done. While working on it, our guy noticed a strange little bug, killed it and didn’t say any thing. Three weeks later, someone else moved the lamp and found more bugs. Turns out it was infested with bedbugs. We called the customer, and she casually told us she had bedbugs but had bug-bombed the lamp before bringing it in, so it couldn’t possibly have bugs. Sure. Meanwhile, we found bedbugs elsewhere in the store. We cleaned out the supply of bedbug detec tors, sprayed, dusted and bombed the store. The next day? Another bug. We bagged clothing for hot washing, threw out unnecessary items and grabbed traps from the Ace warehouse for employ ees to take home. I am hoping and praying that none of the little buggers have made it out of the building yet. Now, all incoming lamps will be bagged, sprayed and rebagged. We’ll be paranoid for a while, holding our breath that no little hitchhikers escaped.

Randy Patzer Garden City Ace Hardware Garden City, Mich.

ment came in and bought a drill bit. He came back a bit later for some corks. He said he had to plug some holes. That’s when we connected the dots with his earlier purchase

water. And he couldn’t understand why he was having a full-on water fountain spouting in his basement.

Rick Schwartz Schwartz Hardware Fall River, Mass.

ShopTalk

HARDWARE PRODUCTS REVIEW

PRODUCT #1

FLUIDMASTER 523A

UNIVERSAL 2” & 3” SUPER FLAPPER

Every retailer dreads the cycle of frustrated customers returning the wrong part, exasperated after multiple trips to the store, only to find out they’ve once again purchased the incorrect size. The plumbing department frequently contributes to this issue. Enter the Fluidmaster 523A Super Flapper, a simple yet innovative solution that eliminates guesswork and ensures a proper fit for most toilets.

One of the biggest pain points for customers replacing a flapper is determining whether their toilet uses a two- or three-inch valve. Many toilets manufactured before 2005 typically use a two-inch flapper, while newer models, especially high-efficiency toilets (HET), are likelier to have a three-inch flush valve. However, this isn’t always the case. The Super Flapper resolves this with its universal adjustable design. It easily adapts to both two- and three-inch flush valves, ensuring that

By Craig Cope

customers don’t have to worry about picking the wrong size.

The Super Flapper is built for performance and water efficiency. Its adjustable dial allows users to customize the flush rate, optimizing water usage based on their toilet model. With the EPA’s WaterSense® program encouraging water-saving measures, homeowners can fine-tune their toilet’s performance to prevent water waste. By improving flush efficiency, this flapper helps homeowners lower their water bills while maintaining a strong and reliable flush, preventing common problems like weak or incomplete flushing. Watch the company’s brief product overview by clicking here .

HARDWARE PRODUCTS REVIEW

Fluidmaster offers industry-leading customer support tools— click here —to make installation hasslefree and reduce product returns. Customers can access step-by-step installation videos, detailed product guides and an extensive FAQ section on Fluidmaster’s website . Additionally, Fluidmaster provides a dedicated toll-free support line (800-631-2011) at which expert representatives assist with troubleshooting and installation concerns. Our testers uniformly reported that the product performed as expected with minimal installation time. One noted that even the flapper’s packaging helps users determine the proper size. The Fluidmaster Super Flapper is a must-stock product for independent hardware store owners, so be sure to visit the company’s booth during the spring wholesaler markets.

HOLSTERY PINPAL PINVERTER: THE ULTIMATE CLIP SOLUTION

Holstery is a relatively new company, founded in 2019 and dedicated to designing high-quality, ergonomic carrying solutions for professionals and enthusiasts alike. Its commitment to innovation ensures that users can work more comfortably and efficiently without unnecessary bulk or discomfort.

Holstery understands that working light and staying organized is essential for those who rely on their tools daily.

The Holstery PINPAL PinVerter is a game-changing solution for anyone tired of dealing with traditional belt clips or

ShopTalk

HARDWARE PRODUCTS REVIEW

struggling to secure their everyday carry essentials. Click here to watch a brief company video that explains the system.

The PINPAL PinVerter is designed to convert standard pin-on badges, pouches and tool holders into a secure clip-on attachment. This eliminates the frustration of pins poking through clothing while providing a sturdy and adjustable alternative that works with belts, waistbands or even pocket edges. The Holstery PINPAL PinVerter offers universal compatibility, securely attaching to a variety of pin-backed accessories with a quick and stable clip-on design. Built from high-strength materials, it provides a durable, lightweight solution that enhances mobility without adding bulk.

We provided samples to a local electrical contractor for feedback on the

Holstery system. Testers praised its compatibility and ease of use, highlighting its ability to adapt to various working styles and jobs. A common theme in their feedback was the reduction of fatigue and soreness.

Holstery offers a unique product line for independent retailers, appealing to both tradespeople and DIYers who might never have considered a traditional tool belt. Additionally, the company has an outstanding social media presence that can help drive product sales. See the Holstery booths during the upcoming spring markets— Orgill , Ace and Do it Best .

PRODUCT #3

GATOR MAGNETICS

Founded with a commitment to innovation, Gator Magnetics is redefining storage solutions through advanced magnetic technology. The company has created heavy-duty magnetic hooks and holders that offer a secure, damagefree and adaptable alternative to traditional mounting methods, emphasizing efficiency and durability. These magnets empower users to streamline their workspace organization without

ShopTalk

HARDWARE PRODUCTS REVIEW

drilling holes or depending on unreliable adhesive strips.

Gator Magnetics products are designed to maximize storage capabilities in garages, workshops and commercial spaces. The powerful magnets ensure that tools, equipment and accessories remain firmly in place, preventing unnecessary clutter and increasing overall efficiency.

Their product lineup includes:

Heavy-duty magnetic hooks: Ideal for hanging tools and gear securely.

Magnetic baskets: Provide convenient storage for small items.

Versatile wall system: Allows users to customize their organization setup to fit their needs.

Gator Magnetics’ patented technology sets it apart from traditional magnetic storage solutions. Using a proprietary magnetic locking mechanism, its products provide unmatched holding

strength, ensuring that even the heaviest tools and accessories stay securely in place. This advanced engineering not only enhances durability but also offers a level of reliability that surpasses standard magnetic hooks and holders. Click here to discover more about its technology works.

We provided samples to a local handyman service operating out of a traditional panel van to evaluate whether the magnetic pull could securely hold items inside the rear door. They successfully hung 50-foot electric cords on the hooks and placed common tools in the baskets without encountering a single failure for over a month and counting.

Hardware retailers should consider adding Gator Magnetics to their product lineup. It caters to customers looking for a unique storage solution as well as those seeking a comprehensive garage organization system.

has developed an innovative tool that enhances the functionality of bungee cords and ratchet straps. By offering a secure, efficient and adaptable way to fasten camo cloth, tarpaulins and sheet plastic, the company aims to simplify the process of securing materials while providing a more durable and reliable hold. Whether you’re securing a tarp to protect equipment or managing a tough outdoor job, this tool offers an effective, hassle-free solution.

This patented system improves on traditional tie-down methods, making it easier to create secure connections even on tarps and materials without grommet holes. It helps eliminate windflapping, prevents grommet tear-out and extends the lifespan of tarps and covers. Designed to save time and reduce material wear, it easily attaches to tarps and sheets for a secure hold. Available in 24- and 66-inch cable

lengths, it’s made in the United States and backed by a three-year warranty for lasting durability.

Using It’s a Real Cinch ® is straightforward: Connect it to your preferred securing strap and attach it directly to your covering material. The strong grip ensures that wind and movement won’t loosen your tie-down, making it ideal for outdoor use in demanding conditions. Watch the official company video here .

We provided a sample to a local residential grounds crew contractor who frequently uses tarps to cover loads or collect large amounts of leaves and debris. The tester praised the product’s versatility, simplicity and ability to extend the lifespan of tarps by eliminating reliance on grommets as the only tie-down points. Independent hardware retailers ought to think about incorporating It’s a Real Cinch ® as an accessory into their existing tarp planogram, creating an exceptional combination that can enhance sales revenue. n

How’s Business?

MIDWEST

How were sales and customer counts in 2024? For sales, we’re up about 15 percent, and customer count is not quite that high. We saw that later in the year some customers seemed more willing to take on projects. Locally, ag prices—corn and cattle—really affect our business.

What’s unique about your business? We have 700 linear feet of Milwaukee in our store. It’s a strong category for us, for sure.

What new initiatives do you have planned for 2025? We were with United Hardware and now we’re with Do it Best. We’re switching over some product lines. We want to be ahead of the curve and are looking at trends. Coming out of February is a good time to see where people are settling in and taking direction from customers. We’re revamping some of our electrical department and trying to grow other departments.

What are your strongest niche categories? We do really well with

Mills Hardware, Feed & Lumber in Arnold, Neb., is all-in on Milwaukee—700 linear feet of tools make it a powerhouse category for the store. This year, the store aims to incorporate more Do it Best lines and refresh key departments, staying ahead of trends and customer needs.

Traeger grills. We also have a nice sheet metal niche. We have a big ag community, so customers use it to fix old buildings or build new steel structures. We offer quality steel products and have built a reputation by going out to job sites and working with customers to get orders right.

Andrew Tickle Mills Hardware, Feed & Lumber Arnold, Neb.

Welcome to the Hardware Connection Century Club!

The Hardware Connection Century Club, sponsored by the National Hardware Show®, recognizes “The Innovators and Survivors Who Helped Build America.” Our Century Club currently includes 804 hardware and LBM retailers, 21 wholesalers and 207 manufacturers that were founded in the United States of America and remain in business after 100 or more years.

You can find the complete list of Century Club members including old store photos and links to company history by clicking here. We congratulate the following retailers who have been added to the Hardware Connection Century Club this past year:

Andrew Posey & Son Hardware, Jasper, AL—1924

Bourassa True Value Hardware, New Bedford, MA—1924

Bowling’s Feed and Hardware, Catlettsburg, KY—1924

Braun Building Center, Manitowoc, WI—1905

Carl Eliason & Company Lumber & Hardware, Sayner, WI—1924

Chairtown Lumber Company, Gardner, MA—1924

Clark Devon Hardware, Chicago, IL—1924

Congleton Lumber, Lexington, KY—1905

Denver Lumber Company, Denver, CO—1923

Gennett Lumber Company, Fletcher, NC—1901

Guy C. Lee Building Materials, Smithfield, NC—1924

Hamilton Building Supply, Hamilton, NJ—1924

Heller Lumber Company, Arlington Heights, IL—1924

Holman Supply Company, Moultrie, GA—1920

Howell Hardware, Millville, NJ—1924

Hunter’s Hardware, Berkley Spring, WV—1870

SPONSORED BY

H&W Hardware, New York, NY—1924

Kelly Seed & Hardware Co., Peoria, IL—1905

Learned Lumber, Hermosa Beach, CA—1924

Legg Lumber Company, Holt, MI—1884

Morrison Terrebonne, Houma, LA—1924

National Lumber Company, Baltimore, MD—1919

Newton’s True Value Hardware, Cherryvale, KS—1924

Page Lumber, Poughkeepsie, NY—1924—1,000th CC member

Paschal Brothers Hardware & Lumber, Jacksonville, FL—1924

Ransom Brothers Lumber & Supply, Ramona, CA—1924

Requarth Company, Dayton, OH—1860

Southern Builders Supply, Valdosta, GA—1880

Union Lumber Company, New Albany, MS—1902

Valley Park Elevator & Hardware, Valley Park, MO—1874

Western Materials Inc., Yakima, WA—1915

William B. Morse Lumber Company, Rochester, NY—1853

HOW’S BUSINESS?

NORTHEAST

How were sales and customer counts in 2024? Not bad, but they seem to have slowed near the end of the year. Pretty much flat, though. We are kind of in an unusual area, with both low-income housing and very, very high-income housing. Local economic factors don’t seem to affect me as much as politics and the daily up and down and people being worried. What’s the most unique thing about your business? Personal service. Our people go to the customer. We have a very clean store. I get amazed when I

Upper: At the Do it Best markets, Wagner Do it Best owner Chuck Wagner says he keeps a sharp eye out for new products, especially in power tools and electrical planograms.

Lower: Wagner Do it Best Hardware in Wilmington, Del., is a grilling destination, with 1,300 square feet of outdoor living space and around 30 grills on the showroom floor.

hear customers talk about how much they love this store. What new initiatives do you have planned for 2025?

I’ve done resets recently of Milwaukee and other power tools, and I keep my eye out for new electrical planograms throughout the year. I’m with Do it Best, and at the upcoming market, I’m going to see what is new and what I can find. They do a good job of having new planograms. I do a lot of cleaning house every couple years, get rid of slow movers and need fresh planograms.

What are your strongest niche categories? I have about 1,300 square feet of outdoor living and about 30 grills on the showroom floor. We’re big in battery-operated tools such as Greenworks Tools. I also have my own private label bird seed, and that’s an unusual thing.

Chuck Wagner Wagner Do it Best Hardware Wilmington, Del.

HOW’S BUSINESS?

SOUTH

How were sales and customer counts in 2024? Very good. Sales were up probably 6 percent to 8 percent over the previous year, and the previous year was a good year. In June that year, we had a bad hailstorm where pretty much everybody in town got a new roof. So we’re still building off that. New housing seems to be a little slow, but there’s always remodeling and repairs. What’s the most unique thing about your business? We’re a small

Mississippi Delta town, and customer service is everything. We’ve been there for almost 100 years, and pretty much all our customers we know on a firstname basis and have for many years. I’ve seen contractor customers who are on their second or third generation. It’s fun to see that as part of our business. Do you have any new initiatives planned for the coming year?

We used Southern Hardware with Bostwick-Braun; that’s now part of House-Hasson. And we also had True Value as a vendor, so we’re trying to navigate through that and see where it takes us. We used True Value as our paint vendor with EasyCare. If that goes away, I’m looking for a new paint supplier.

What’s your strongest niche category? We do well with everything related to deck building. We work with a lot of decking contractors and carry YellaWood.

Phillip McIntosh Fleming Lumber Co. Cleveland, Miss.

Left: Phillip McIntosh from Fleming Lumber Co., Cleveland, Miss., has seen steady growth, with sales up 6 to 8 percent over the previous year. While new housing has slowed, a recent major hailstorm sparked ongoing demand for roofing, remodeling, and repairs.

Right: Fleming Lumber Co. supplies YellaWood and a full range of decking materials, working closely with contractors to meet demand for deck construction products.

HOW’S BUSINESS?

SOUTHWEST

How were sales and customer counts in 2024?

We’re up maybe 30 to 40 percent. One of our biggest competitors closed last year. We sell a lot of horse feed and hay, and when that competitor closed, we got all that business. On our hardware side, we’re about even for the year.

What’s unique about your business?

Karsten’s Ace Hardware has five stores, and each one is independent and has its own niche areas. Our store in Cave Creek

Karsten’s Ace Hardware in Cave Creek, Ariz., has made hay a big part of its business, serving the local equine community with reliable deliveries and top-quality feed.

caters to equine customers, for example. What are your best niches?

Definitely equine, even on the hardware side. We have small-town vibes, and the charities we support are all local. We order hardware and supplies that customers need for anything related to horses. For example, some want to make containers for storing horse food that can be hung in the stalls, so we get them the right hardware. We also ordered these recycled, repurposed barrels. We’re also really big into grilling and host a grilling

Karsten’s Ace Hardware in Cave Creek, Ariz., is a go-to destination for equine products, thanks to its knowledgeable staff. Store cashier Kris, owner of Rev D, brings firsthand horse expertise, while granddaughter Ayana puts that knowledge to the test in jumping competitions.

event just about every month. What new initiatives do you have planned for 2025? We’re always doing resets. We’re going to completely redo our storage area. The company is also looking to open another new store in Cave City, north of this one.

HOW’S BUSINESS?

WEST

How were sales and customer counts in 2024? Sales were lower than normal, about $200,000 down. We’re normally at about $1.7 million, and this past year

we were at $1.5 million. It had a lot to do with not getting merchandise filled in. Also, in our local economy a lot of people weren’t spending money with the election year and all.

What are the most unique things about your business? We’ve been in business for more than 30 years, and this isn’t exactly a cookie-cutter store. We listen to what customers want and bring it in. We have become known as the “magic store.” Customers come in and find what they need. Here, you can find that special thing you’re looking for.

What new initiatives do you have planned for 2025? I need to do some resets and refresh my planogram and merchandise because so many items have been discontinued. I did a full reset on kitchen and bath faucets, and that’s turned out well. I need to refresh my LEDs.

What are your strongest niche categories? We keep

our lawn and garden refreshed and have a lot of Traeger and barbecue items. We’re not as big in housewares as we used to be because the big boxes have taken that away. We do sell a lot of hummingbird food and feeders. I keep it on an endcap, and customers go crazy buying hummingbird feeders. In the outdoor living area, we sell a lot of items such as benches, windmills, solar lights and chimes.

Carolyn Turkowski

Hemet True Value Hardware Hemet, Calif.

Carolyn Turkowski, owner of Hemet True Value in Hemet, Calif., describes the store as the “magic store,” where customers have been finding exactly what they need for over 30 years— thanks to a unique selection shaped by customer requests.

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By Kelly Wright

GROW LAMPS: PLANTS CAN GET SEASONAL DEPRESSION, TOO!

It’s winter, which means that our beloved plants must migrate indoors to survive the harshness of the season. Either that, or many of my customers live in spaces where light is limited or obscured by tall buildings or trees. This can be frustrating when trying to be a good plant parent, so a great alternative is to use grow lights. The lights I have in-shop are the brand We the Wild. I like them for several reasons, but mostly because unlike many other grow lights, they look great, are spatially economical and are thoughtfully designed for newbie plant parents.

These lamps are energy-efficient, adjustable to your plant’s height, and they simulate natural sunlight for 25,000 hours while never burning leaves. Interest in and feedback about these lamps has been positive, and it helps that I display one in a potted plant for people to touch and see how it works. Its power stems from people being able to play with it themselves to see how it could work in their home. n

Kelly Wright is the founder of YUNS, a hardware store focused on beginners. Her shop began online, where she wanted to create a new context around hardware by making it simple, welcoming and insightful. She recently opened her first storefront in Philadelphia inside an old tech high school that was repurposed into workspaces for makers, businesses, nonprofits and artists.

15-YEAR ANNIVERSARY SPECIAL SECTION

YEARS

THE BEST ADVICE, TIPS & WISDOM FROM HARDWARE CONNECTION MAGAZINE

Time sure flies when you’re having fun—and working hard. This year, as we celebrate our 15th anniversary, we’re digging into our archives to bring you the best tips from retailers and industry experts over the last decade and a half. Each issue, we’ll share 15 tips from past Hardware Connection issues. Think of this special yearlong series as a greatest-hits album of retail hardware wisdom. Whether you’re a seasoned pro or a new hardware store employee, reading these insights is like catching up with an old friend over coffee, sharing stories and learning a thing or two along the way. Cheers to the next 15 years of success and growth!

EMPLOYEES/HIRING

We’re in a rural area with very low unemployment. Finding good employees is tough, like it is in a lot of places right now. The idea of using an employee testimonial as a recruiting tool came about in a business meeting

roundtable I attended. The company there used a video piece, and I wanted something similar, so I created a printed, handson piece I can give to a prospective hire. —Grant Leavitt Marcus Lumber, Marcus, Iowa May/June 2016

Here are some ideas for attracting good help: Pass out your business card when you spot someone giving good service at another retail business. Place a job board by your store entrance. Offer cash bonuses to employees for referrals. Attach a help-wanted flier to customer bags. Partner with local community colleges or vocational schools. Find older workers at seniors4hire.org.

—Rufus Duckworth

Bladenboro Hardware, Bladenboro, N.C. February 2015

When employees earn a decent starting wage, they can concentrate on their job without continual stress over how they are going to afford basics like rent, groceries or transportation.

—Gina Schaefer

A Few Cool Hardware Stores, Washington, D.C. Spring 2014

Shane Athey (floor manager) and Camille Gibson (operations manager) walk the floor at Mark’s Ace Hardware in Tucson, Ariz., to make sure the staff is taking care of customer needs.

CUSTOMER SERVICE

We compete against big boxes with a culture of service. We eat it, drink it and sleep it. We are excessive trainers. We send people to classes and bring factory reps and consultants here all the time. We take our training very seriously. We do what our competition can’t, or won’t, do. We offer a lot of services, such as locksmithing, power tool repair, small engine repair and window and screen repair.

—Bart Raser

Carr Hardware, Pittsfield, Mass. September 2012

It’s making that one person in front of you feel, for those moments you’re together, that they are the most

ANNIVERSARY

Matt Noonan III of Noonan True Value in Springfield, Ill., says customer service starts with good listening skills to find out what the customer really wants.

important person in the world. There’s nothing you wouldn’t do to make their day better. There’s nothing you would hold back. It’s all about the customers’ experience. For nearly 20 years I’ve been saying in my speeches and writings that my litmus test is the answer to this one question: Would a customer be willing to crawl naked over broken glass to return to your store? If not, you still have work to do.

—Matt Noonan III

Noonan True Value, Springfield, Ill.

July/August 2013

Good customer service is being set up to meet normal customer needs and do that consistently and professionally. Excellent customer service involves connecting with our customers,

anticipating and exceeding their needs and expectations.

—Glen Gevaart, vice president of sales Midwest Fastener May/June 2024

RETAIL BUSINESS OPERATIONS

When you set retail prices in your store, your goal is to get as much as you can without customer resistance. As you raise retails, how do you know when you get too high? Here is a neat trick to locate excessive retails: Compare the system-expected margin at regular price with the actual YTD margin. If the actual margin is more than 5 percent lower than the expected margin, your price is possibly too high.

—John Franklin

Williams Lumber & Home Centers, N.Y. Spring 2011

There are six categories in which you can separate your retail operation. An owner can quite manageably think and formulate strategies within the context of six groups: Proximity, people, presentation, promotion, pricing, products.

—Phil Mitchell

Author, 10 Weeks to a Better Retail Operation

March/April 2013

While the independent home improvement industry has adopted technology, we have to go a step

To maintain a competitive advantage in today’s fast-paced marketplace, Do it Best vice president of marketing and e-commerce Allison Flatjord believes it’s critical to listen to members and act swiftly to capitalize on opportunities.

further. To make the most gains, we have to embrace technology. It’s not just about having a website. It’s about embracing that e-commerce site by offering real-time inventory, personalized recommendations and seamless integration with in-store experiences. Similarly, it’s not just about offering a loyalty program, but using customer data to create highly personalized shopping experiences.

—Allison Flatjord, vice president of marketing and e-commerce

Do it Best July 2024

SUCCESSION PLANNING

The past performance of a business is very important in determining the value of a business. However, buyers are ultimately purchasing future cash flow, not past cash flow. The best way to show predictable future revenue is to convert as much business as possible to recurring revenue.

—Tom Bronson Mastery

Partners, Masters Mergers & Acquisitions, and the Business Transition Summit September 2023

Always prepare your business to sell, even if you aren’t planning to sell. Family/ownership dynamics can change, and you may need to execute a transaction unexpectedly. Therefore,

ANNIVERSARY

continuously focus your efforts on driving profitability, maintaining a clean balance sheet, investing in infrastructure and growth, upgrading technology systems, building a strong bench of managers, striving for best-in-class metrics and cleaning up shareholder agreements.

—Brett Millard, managing director for home improvement retail Anchor Peabody July/August 2023

MARKETING/COMMUNITY INVOLVEMENT

To sell across generations, we do a lot of community events. We sponsor free bike clinics, have Girl Scouts selling cookies and have a partnership with the Humane Society for pet adoption days. We also host car washes for local schools. We’re in an urban place, so the demographics are all over the map. We appeal to older folks because they’re excited to have a place to shop where they don’t have to drive. In our garden center, we have two retired people who are very knowledgeable, and it’s great to have that resource.

—Anne Stom

Annie’s Ace Hardware, Washington, D.C. May/June 2013

With marketing and, really, anytime you’re interacting with customers or

Pumpkin spice propane began with the funny saying put on the store’s sign eight years ago. Here is the Eddinger family (from left): Jacob, Jack, John II and Dylan.

people in the industry, it’s all about being nice. It costs nothing to be nice. I share the propane pumpkin spice stickers with people, and they love it. I’ll go to events, and the pumpkin spice propane story will come back and people will ask for more stickers. It’s a neat feeling.

—John Eddinger II

Eddinger Hardware & LP Gas, Bally, Pa. October 2024

By bolstering their e-commerce capabilities, Gary and Joe Sanchez have positioned Hacienda Home Centers and HHC Supply to capture a larger share of local sales.

NICHES

Commercial, industrial and government business is not for everyone. You almost have to run a separate business because it’s so different. And this kind of business won’t come overnight. You must research and develop commercial, industrial and government customers. Pursuing this business also requires an investment in personnel, creating catalogs and developing e-commerce. This isn’t the kind of business you can do halfway.

—Gary Joe Sanchez

Hacienda Home Centers, N.M.

March 2023

When offering a handyman service, staff up with experience. An organized, efficient office manager is the heartbeat of a handyman service. Ideally, the craftspeople who go in the field will have already worked in the field but don’t enjoy dealing with the paperwork and scheduling aspects of handyman services.

—Eric Hassett

Hassett Ace Hardware, California November/December 2023

Compiled by Sean Donaldson

How to Revitalize & Reinvent Business with C/I Sales

Q&A: THOUGHT LEADERSHIP

Above: Boyden Moore, president and CEO of Orgill, is leading the company’s push to help independent retailers stay competitive. “We have to earn our customers’ business every day. If they don’t like the way we do business, they can just walk away—no contracts, no stock investment to worry about,” he says.

Main: From the new Concept Center to flexible eCommerce solutions, Moore says his focus is on giving hardware stores the tools to grow, adapt, and succeed in a changing market.

ORGILL’S GROWTH PLAYBOOK

ORGILL

PRESIDENT AND CEO BOYDEN MOORE DISCUSSES HOW THE COMPANY WILL FACE THE CHANGING LANDSCAPE OF THE RETAIL HARDWARE INDUSTRY.

Orgill president and CEO Boyden Moore foresees continued consolidation across the manufacturing, distribution and retail sectors. Yet he remains optimistic about the enduring strength of independent retailers who embrace innovation, personalized service and technological evolution.

In this candid and insightful Q&A, Moore shares how Orgill is addressing critical industry challenges, from helping retailers remain competitive against big-box competitors to navigating generational ownership transitions. He highlights Orgill’s innovative initiatives, including its cutting-edge Product Information Management (PIM) system, flexible eCommerce programs and FanBuilder loyalty program, all designed to empower retailers to adapt and thrive.

He also talks about Orgill’s ambitious plans for its new 500,000-square-foot Concept Center in Collierville, Tenn., which will redefine how

Q&A: THOUGHT LEADERSHIP

retailers interact with trends, technology and merchandising, and outlines how the company intends to grow by expanding relationships with both new and existing retailers while maintaining its commitment to supporting independent businesses.

Hardware Connection:

Given the changing wholesaler landscape, what do you see as Orgill’s main challenges and opportunities?

Boyden Moore: There are certainly plenty of both. As far as challenges, the one we consistently face is making sure we’re providing the right kinds of products, programs and support to our customers to help them maintain a competitive edge in their markets as the retail landscape evolves. We are consistently working to help our customers overcome scale disadvantage versus big-box competition.

As quickly as things change in retail, we have to make sure Orgill stays ahead of the curve in responding to marketplace evolutions. We have a strong track record in this area, with innovations like our industry PIM, our flexible eCommerce programs and the continued evolution of our FanBuilder loyalty program. We put so much effort into developing these programs because we want our customers to be able to compete and grow no matter what changes occur.

As far as opportunities, there are some 30,000-plus independent home improvement retail storefronts in the U.S. and Canada. We currently do business with about one-third of those operators, so we see tremendous opportunity for Orgill’s growth. We have been the fastestgrowing distributor in the industry for the past three decades, and the secret to that growth has simply been that our offering and our message resonates with retailers. We offer them access to industry-leading products, programs and services. We offer efficient and costeffective distribution that allows them to be profitable and grow. And what makes Orgill unique is that we do all this without asking for them to make an investment in our company or give up the unique brand identity that they own in their markets.

The Concept Center is slated to open in Q2 2025. How will you gauge its success?

We’ve successfully operated a large concept center for more than ten years. The new Concept Center, at 500,000 square feet—twice the size of our current facility—is something that doesn’t exist anywhere else in the industry right now. It’s a singular place for retailers to have an immersive, firsthand experience with the latest in retail trends, innovations, merchandising techniques and more. It gives us a place to host industry groups, provide educational sessions for up to 1,000 attendees and set up concept

Moore focuses Orgill on the mission of helping independent retailers compete and grow. Longtime Orgill retailer Buchheit received the 2024 Retail Beacon Award. From left, Buchheit vice president of merchandising Doug Buchheit, Moore, and Buchheit executive vice president Jon Buchheit.

Q&A: THOUGHT LEADERSHIP

Moore at the Hardware Connection’s 2024 Beacon Awards, where Orgill-supported retailers Buchheit and Koopman Lumber recognized for retail excellence. With a focus on helping independents compete and grow, he emphasizes that “our customers’ success is the key to our success.”

stores or merchandising sets for retailers to touch and feel.

In some ways we see this as an evolution of many of the things that might take place at one of our Dealer Markets, but we can custom-create an experience for retailers as they visit the Concept Center. Customization is one of the things Orgill is all about.

Plus, we aren’t confined to a three-day window on a specific date. Retailers can come in whenever is right for them. Thus it’ll become a year-round showroom of sorts. Everything they see on the floor they’ll be able to scan and order.

This also gives our vendor partners and even our own retail services team another space where they can experiment with ideas in a realistic setting so they can hone those concepts and perfect them before rolling them out to our customers.

We see this as complementary to our other “living retail laboratory” approach with Central Network Retail Group (CNRG). We use our CNRG stores to field-test concepts before we suggest them to customers. So, together with the Concept Center and CNRG, we think we’ve created the most sophisticated real-world research-and-development effort in the industry.

How will Orgill grow? Do you plan to increase your sales with retailers who use you as a secondary supplier? Or to pursue

being

the primary distributor to more retailers?

All of the above. There are plenty of retail outlets we currently don’t do business with, and that’s an obvious area for growth.

We also find that many retailers who we start doing business with, even in a small way—maybe they begin working with us as a secondary supplier or just give us one area of the store at first. Then, once they begin working with us, the more business they end up doing with us. This is a key difference between Orgill and the other national suppliers. We don’t have members who are contractually bound to make purchases with us or participate in particular programs with us—we have customers. That might seem like a small difference, but it’s pretty big when you think about it. We have to earn our customers’ business every day. If they don’t like the way we do business, they can just walk away—no contracts, no stock investment to worry about. A lot of times when we start working with a retailer who is maybe used to the other way of doing business, they tend to lean in to what Orgill has to offer and start doing more and more with us.

One thing you didn’t mention that is one of the most critical growth paths is helping all our customers grow their business in their markets. Orgill has long adhered to the principle that “our customers’ success is the key to our success.” So, first and foremost, beyond adding more retailers

Q&A: THOUGHT LEADERSHIP

to our customer ranks or growing our business with customers who use us only as a secondary supplier, we’re concerned with how we help our current customers grow their own operations. That is key to everything we do here and central to every department, program and service we provide. Everything starts with our mission to help our customers be successful.

What are Orgill’s plans for expanding or optimizing its distribution network over the next few years? Are you still on pace to attain your goal of $6 billion in annual sales?

If you look at what we’ve done over the last decade with our distribution network and the investments we’ve made in both distribution technology and in the facilities themselves, it’s clear that we’re well-prepared for growth. Not only do we currently operate the industry’s newest network of distribution centers; we’re also proud of how we’re implementing the latest distribution technology to make those centers more efficient and cost-effective.

The completion of the new distribution center in Tifton, Ga. last year completes a cycle of investment in our network that included the new distribution center in Rome, N.Y., in 2021 and the expansion of our Hurricane, Utah, distribution center in 2022. We believe our current network can support our growth to $6 billion as

is. Of course, as we continue to grow, we will consistently evaluate our distribution network and the efficiency of each location. This is how we’ve managed to keep up with the pace of growth we’ve experienced over the last three decades without overburdening our systems or creating issues for our customers.

More and more Baby Boomer store owners are retiring. What’s your take on this massive demographic shift and how it will affect the retail hardware industry?

This has been an industry challenge for some time. We’ve known for years that we would see a generational transfer of ownership as older owners plan to retire. Ten years ago, we were concerned about how this would affect the industry’s longterm health.

What we have seen lately, though, is a growing number of younger, energetic retailers who are looking either to enter the industry or grow their current operations through acquisition. We see it as one of our responsibilities to provide support, guidance and partnership to these younger entrepreneurs and do whatever we can to remove any friction points they might have as they seek to grow or ramp up their operations.

Again, this is an area we feel uniquely positioned to help retailers address. Not only do we have things like our Concept Center and Dealer Markets, but we also have one of the largest field support teams

in the industry. They’re trained to take a consultative approach to dealing with our customers. That means they work with them to determine what their unique needs are, what their unique opportunities are, and then create a plan for how Orgill can best help them succeed.

What’s your bold prediction for the hardware industry that you believe will occur within the next five years?

I think you’re likely going to continue to see consolidation in every aspect of the channel—manufacturing, distribution and retail. But I don’t know that I’d call that a bold prediction.

Something that might seem a bit bolder is I firmly believe we’re going to see a resurgence in customers preferring their local, independently owned retailers. I think the independent channel’s personalized services, accessibility, expertise and curated product choices will prove preferential to new generations of consumers when executed well.

As long as home improvement retailers focus on how they best serve the unique needs of their market rather than trying to be the next Home Depot or Amazon, I think this trend bodes well for our segment of the industry.

That said, independent retailers will also need to be willing to adapt to the changes we’re seeing throughout the industry—the need for e-commerce, custom communications with key customer groups, finding ways to make

“

IF YOU LOOK AT WHAT WE’VE DONE OVER THE LAST DECADE WITH OUR DISTRIBUTION NETWORK AND THE INVESTMENTS WE’VE MADE IN BOTH DISTRIBUTION TECHNOLOGY AND IN THE FACILITIES THEMSELVES, IT’S CLEAR THAT WE’RE WELLPREPARED FOR GROWTH. ”

— BOYDEN MOORE

their operations and their interactions with customers more efficient. A lot of these challenges can be addressed with technology, but not at the expense of losing that interpersonal relationship independent retailers have with their customers.

I see bright times ahead for independent home improvement retailers if they focus on the specific needs of their market; if they focus on building and cultivating their unique brand that resonates in their trading area; and if they’re willing to understand how customers are changing and adapt their business to meet those needs. It’s an exciting time for independent retailers, and we’re excited to be in a position to help them adapt, evolve and grow. n

IN THE WAKE OF THE LOS ANGELES WILDFIRES, ALTADENA HARDWARE AND THE ORLANDINI FAMILY LOOK TO REBUILD WITH HEARTFELT SUPPORT FROM THEIR COMMUNITY.

When you grow up in Southern California, you get used to hearing about the Santa Ana winds. Every year, we brace ourselves for gusts that feel like they could knock you off your feet. But when forecasters began warning of strong winds the first week of January, none of us could have imagined what was coming.

The Eaton Fire wasn’t just another wildfire. It roared down Eaton Canyon at a terrifying pace, jumping unpredictably,

By Rob Orlandini

AFTER THE FIRE RETAILER 2 RETAILER

The blaze left only the store’s brick façade standing, destroying everything inside and resulting in a total loss of inventory and equipment.

with embers flying across streets. Palm trees were in flames, dropping embers and igniting homes with an almost casual indifference. That night, I stood with my wife, neighbors and friends watching the fire advance. My brother, Jimmy, rushed to help his family pack up their home. The smoke was thick, the heat was intense and the sight of the trees engulfed in flames will stay with me forever.

By the time we realized the fire might reach Altadena Hardware, it was too late. The next morning, my dad got to the store around 7 a.m. and confirmed

Altadena Hardware meant a lot to its community.

“Customers and friends have called us in tears, not just because they lost their own homes but because they lost a place that felt like home,” co-owner Rob Orlandini says.

RETAILER2RETAILER

what we feared: The store was gone. Nearly 100 years of history, reduced to ashes in one horrific night.

BUILDING A FAMILY, COMMUNITY LEGACY

Altadena Hardware has always been more than just a business for our family. My grandfather was in hardware as a child in Illinois and continued that passion in the 1960s when he bought Newland Hardware in Los Angeles. My dad, Jim, and mother, Paula, bought Altadena Hardware when I was in high school. My brother and I grew up here. This store is part of who we are.

Jimmy and I bought Altadena Hardware after I graduated from college, and he and I spent our early professional years building it.

The Orlandini family (from left: Jim, Jimmy, Rob and Paula) owned Newland Hardware in the Los Angeles neighborhood of El Sereno, which they acquired in the mid-1960s.

For our community, Altadena Hardware isn’t just a place to buy tools or gardening supplies—it’s a gathering spot. Over the years, we’ve built relationships with our customers, greeting them by name and helping them turn their houses into homes. Even after Home Depot opened nearby, our neighbors chose to shop with us, knowing they’d get personalized service and expertise they couldn’t find anywhere else.

After the fire, I’ve seen just how much the store meant to the community. Customers and friends have called us in tears—not just because they lost their own homes, but because they lost a place that felt like home.

SURVIVING THE DAY AFTER

It was surreal when we finally got back to the store. The building was a total loss. The charred brick façade, which gave the store so much character, was the only thing left standing. Everything inside the store was completely gone. As my brother and I stood there, we couldn’t help but think about all the little things—the history in those walls, the memories of customers and employees who have been part of our lives for years.

The immediate aftermath was overwhelming. Many of our 19 employees, like us, live in the area and were dealing with smoke damage to their homes. While my family and I didn’t lose our homes, we’ll all need extensive smoke remediation, and we’re living in Pasadena while we plan for our future. Coordinating with insurance adjusters, managing cleanup and figuring out how to support our staff . . . all of it felt like trying to put out a fire of its own.

“There are still days when the loss feels overwhelming, but when I think about the people who have rallied around us, I know we’ll make it through,” Rob Orlandini says.

FOCUSING ON WHAT’S AHEAD

But we’ve been amazed by the support we’ve received. A GoFundMe campaign started by friends and community members has raised money for employee payroll. True Value and Do it Best have stepped up, offering to push off bills and help with product once we’re ready to rebuild. (See “ Do it Best, True Value Commit $110,000 to California Wildfire Relief,” page 59.)

Rebuilding Altadena Hardware won’t be quick or easy. We estimate it will take two to three years to get the original location back up and running—if we’re lucky. In the meantime, we’re actively searching for a temporary location so we can continue serving our community.

What keeps me motivated is the people: the customers who have supported us, the employees who have stuck with us and the vendors who have gone out of their way to help. The community has shown us so much love, and we owe it to them to come back stronger.

RETAILER2RETAILER

When we do rebuild, we want the new store to represent everything Altadena Hardware has stood for over the years: resilience, community and a commitment to quality. Our recovery is about more than just replacing a building. It’s about continuing a legacy that started nearly a century ago.

SHARING LESSONS LEARNED

If there’s one thing this experience has taught me, it’s the importance of being prepared. Small-business owners often juggle so many responsibilities that it’s easy to put off planning for disasters. But having someone like Renee Gray, whom we hired six months ago to manage our social media and communications, has been invaluable. She has helped us stay connected with the community and navigate the media attention in a way I never could have done alone.

To other hardware retailers, my advice is this: Invest in the right people and take the time to build a plan for the unexpected. Whether it’s a wildfire, flood or some other disaster, having a strategy in place can make all the difference.

SENDING A MESSAGE TO OUR COMMUNITY

To our loyal customers: We see you, we hear you and we’re so grateful for your support. Altadena Hardware has always been here for you, and we’re

going to do everything we can to be here for you again.

To the broader hardware industry: thank you. From the vendors who have offered flexibility to the associations that have reached out, your kindness has reminded us why we love being part of this industry.

This has been an emotional time. Some days I don’t know if I have the energy to build this back up. The people are No. 1. We enjoy this business and the customers we’ve grown to have relationships with. We want that to be the focal point. There are still days when the loss feels overwhelming, but when I think about the people who have rallied around us, I know we’ll make it through. Altadena Hardware will rise from the ashes—stronger, smarter and more committed to the people we serve. n

Rob Orlandini is a thirdgeneration hardware retailer and co-owner of Altadena Hardware, a cornerstone of Altadena, California, since the 1920s. Owned by the Orlandini family since 2010, the store has become a trusted gathering place, known for its personalized service and commitment to the neighborhood, earning recognition such as True Value’s Best Store in Town Award in 2014.

DO IT BEST, TRUE VALUE COMMIT $110,000 TO CALIFORNIA

WILDFIRE RELIEF

In response to the devastating wildfires affecting Altadena and surrounding areas, Do it Best and True Value have pledged $110,000 to support disaster relief and community recovery efforts.

The Do it Best Foundation will contribute $100,000 to the American Red Cross to provide essential aid, including shelter, food and emergency supplies for displaced families. Additionally, True Value and the True Value Foundation will donate $10,000 to the Boys & Girls Clubs of America to assist the more than 81,000 club members and their families affected by the fires.

“Supporting our communities is a cornerstone of our mission,” says Dan Starr, CEO of Do it Best and True Value. “Through these contributions, we’re proud to deliver meaningful aid while standing with those working tirelessly to recover and rebuild.”

The wildfires have left widespread destruction, including the loss of Altadena Hardware, a longstanding True Value store owned by the Orlandini family. To help the community regain access to essential supplies, Do it Best and True Value are working closely with the Orlandinis to establish a temporary retail location. Plans include securing a nearby vacant space or using trailers and tents to provide immediate service.

Additional support includes the rapid deployment of critical hardware supplies, financial relief measures such as pausing invoices and canceling future orders and a $5,000 mobile point-ofsale system from Epicor to ensure seamless transactions.

“Our focus is on delivering the resources and supporting the Orlandini family and their community, which needs to rebuild quickly and effectively,” says Chris Okapal, vice president of sales and business development for True Value. “We are committed to helping them reopen their doors, whether in a temporary or permanent capacity, as soon as possible.”

Do it Best donated $100,000 to the American Red Cross, and True Value has given $10,000 to Boys & Girls Clubs of America while helping the Orlandini family restore Altadena Hardware.

By Austin Diehl

5 WAYS TO INCREASE AVERAGE TRANSACTION SIZE BUSINESS INSIGHTS

SMART STEPS HARDWARE RETAILERS CAN TAKE TO BOOST REVENUE BY OPTIMIZING PRICING, MERCHANDISING AND EMPLOYEE ENGAGEMENT.

As a hardware retailer, I’m always looking for ways to grow the business year after year. There are many ways to do that. One with which I’ve had success is raising my average transaction. It may surprise you that the secret sauce to raising your average transaction is . . . well, you didn’t think I’d give it away in the first paragraph, did you? Here are five ways I’ve increased the average transaction in our stores.

Above: A consistent, manageable price change strategy— updating around 500 prices weekly— keeps your process efficient, maintains your price image and reduces inflationary impact. Focus on key departments first to stay on track.

1. Develop or refine your price change strategy. Your plan needs to be realistic. There are quite a few questions you need to answer before you can implement an effective strategy: Who will be responsible for changing prices, how often can they commit to doing so, who will be responsible for putting out the new labels and how many prices do you want to change each batch? It will vary from business to business, but I have found that no more than 500 price changes per week suits our stores well.

Consistently updating pricing batch by batch not only keeps the process manageable for your team but will also help reduce inflationary pains that can hurt your price image. When I implemented our current strategy, it had been a few years since we consistently updated pricing. To say we had a lot of labels to change would be an understatement. Instead of rushing the process and trying to batch out 10,000 labels, I chose to chip away at it week by week. I started with the departments that were most important to our business over the next month and continued until we had caught up.

2. Develop or refine your end cap strategy. Are your end caps enticing customers to pick up additional items, or are they just an extension of the aisle they’re up against? End caps should be rotated out regularly. You don’t want them to become stale and

thus invisible, especially to your regular customers. Location is another important consideration. You may have a great deal on a product, but if it’s not in a highly visible location, you may not see the sales you expect.

A good end cap strategy includes a plan for both seasonally relevant and hot buy items. I like to place the best seasonally relevant and hot buy end caps in the front of the store to increase visibility and improve my chances of a customer picking up additional products. Use bulk buying, clearance or special buy opportunities to fill out your hot buy end cap plan.

3. Review your impulse plan. A great location for your impulse section is at or adjacent to checkout. Line cue impulse areas are gaining popularity in retail. Not only do they direct customers where you want them to go; they also provide additional retail space for expanding your impulse selection. Does your store have a dedicated space for impulse items? If not, what currently occupies that space?

A good impulse area offers a variety of products. This can range from snacks and drinks to tools and flashlights. Items like small toys, items trending on social media and often misplaced items like electrical tape make great impulse items. Keep in mind that any item between the register and the exit is basically irrelevant. When customers begin the checkout process,

BUSINESS INSIGHTS

they’re no longer open to adding additional merchandise, so make sure all items are merchandised before the point of purchase.

Price is another crucial factor in the success of your impulse sales. Items under $20 are our sweet spot. We’ve had some success with trending items above that, but the bulk of impulse sales come below it.

Just like end caps, your impulse items should be rotated regularly. This is a great project to give to a floor employee. Cashiers do very well with rotating SKUs and monitoring units sold. This not only empowers them to make decisions that can help the business but can also drive additional revenue from cashiers who are bought into their role ensuring the success of the impulse area.

4. Look for opportunities to cross-merchandise. Placing items from different departments that are used to complete projects together increases your chances of selling additional items. Cross-merchandising commonly purchased items throughout the store is also a great way to increase add-on sales while helping remind customers about items they’ve been meaning to purchase.

We recently merchandised WD-40 in multiple locations throughout the store and have already seen a sales

Keep end caps fresh and visible with seasonally relevant and hot buy items. Place them in high-traffic areas and use bulk, clearance or special buys to maximize sales.

lift. If space is limited, you can use merchandising tools like clip strips or freestanding displays. You can also look for dead inventory that could be moved out to make room for cross-merchandised SKUs. The goal is to optimize each section of the store to deliver the highest possible sales per square foot.

5. Training add-on sales.

Sometimes the term “add-on sales” makes employees feel like they’re doing customers a disservice, especially those who tend to sell out of their own pocket. A key component to driving addon sales is gaining employee buy-in.

Add-on suggestions should be products that are commonly forgotten, will make the job easier or yield a better

result. Customers rely on your expertise to give them all options and support them as they decide. You underserve a customer when you make a judgment about what they want and fail to show them every available option.

Whether because of time, budget or ability, customers have varying concerns when entering our stores. It is ultimately their choice which solution is right. Consider how frustrating it is when a customer goes to your store to buy supplies for a project only to arrive home and find out they forgot something crucial. If only the person who helped them had mentioned that item and saved them a trip back to your store! (Assuming they return to you to buy it.)

Your team needs to be equipped to help guide customers through their options. Does your team have the knowledge to think through everything a customer will need to complete their project? When focusing on raising the average transaction, I like to quiz my teams about add-on items that are commonly forgotten or will make the job easier.

While you’re trying to add additional items, you need to be sure that what you’re recommending will benefit the customer. Adding a product that a customer doesn’t want or need serves only as a short-term gain and may lead to a customer feeling uncomfortable shopping with you. When you consider the long-term value of a customer and your average cost to acquire a new one, that mistake could prove costly.

Cross-merchandising items like WD-40 in multiple locations boosts add-on sales and reminds customers about products they need. Use clip strips or displays, or clear out dead inventory to maximize sales per square foot.

The secret sauce is consistently executing and adapting your strategy. Remember: There isn’t one size that fits all, so you may need to adjust your tactics to your business. While it’s true that a single home run can win the World Series, the base hits all season long are what get you to the World Series in the first place. n

Austin Diehl is the chief operating officer of Virginiabased Randy’s Hardware and a former North American Hardware and Paint Association Young Retailer of the Year. His mission is to share his knowledge and experience to help inspire fellow retailers to make effective changes to their business.

By Craig Webb

HARDWARE STORES AS HOME SERVICE HUBS

HOW DARRYL ROSE’S HARDWARE STORE HERO PROGRAM IS TURNING REFERRALS INTO REVENUE

Hardware stores get paid for what they know. Why shouldn’t they also make money based on who they know?

Darryl Rose posed that question to Chicago-area hardware store owners several years ago. Rose ran a handyman business that needed leads to grow, and he knew that one of the most common questions hardware stores get is “Do you know someone who can do a job for me?” Give me the lead and I’ll pay you part of the job’s revenue, Rose said, and often buy the products needed from your store as well.

From this concept has grown Hardware Store Hero, a software platform that retailers employ to help their customers find

Darryl Rose saw an opportunity for hardware stores to profit not just from what they know but who they know. With Hardware Store Hero, he created a system in which stores connect trusted service providers with customers—generating new revenue while ensuring quality home improvement solutions.

people who can do typical housing tasks.

Last year, Hardware Store Hero references led to connections through which Rose’s

home improvement contacts did more than 10,250 projects.

Hardware Store Hero (HSH) works in part because hardware owners can see the potential profit from referrals, but mainly because Rose makes sure those recommended can be trusted. He learned that lesson nearly 20 years ago from Ed Sanders, the owner of

Pamphlets at hardware store counters outline the Hardware Store Hero program, showing remodelers and handymen how it eliminates paperwork, automates scheduling and lets them focus on what they do best: getting the job done.

his first customer, Millen Hardware in Wilmette, Ill. Not long after, Rose had created a handyman service in Wilmette called Get Dwell. Sanders noticed the business Rose was doing at Millen Hardware, so he called Rose in. “He said, ‘I want you to be the go-to source for my customers. I can do DIY but not DIFM,’ ” Rose recalled. “So our brochures went up, and they began referring us. For the next two years I focused on what it was to be a service provider to a hardware store owner.”

Rose recognized the need to improve while working with Millen Hardware, spending several years refining skills, learning the business and adapting his approach. Having experience in

both home improvement services and hardware retail, Rose notes that while home improvement has its challenges, operating a hardware store presents an even greater level of complexity.

Rose believes a hardware store’s recommendation tops a reference from a friend or family and is more likely to lead to work. Likewise, the store wins because customers get good service that they were wary of providing previously.

EXPANDING, SOLVING SERVICE GAPS

After his apprenticeship with Millen Hardware, Rose expanded to other stores in Chicagoland. At one point, he had 50 stores in the system, but closures and mergers have cut the number to 35. They range geographically from Lake Geneva, Wis., to a JC Licht store in Chicago’s South Loop.

Serving all those stores required systems that outside firms couldn’t provide,

Including the JC Licht store in Chicago’s South Loop, HSH has grown to currently serve about 35 stores, connecting more hardware stores with trusted service providers and streamlining home improvement solutions.

so Rose’s team created proprietary software. Around 2019, the Hardware Store Hero program was born.

Like many remodelers and handymen, Rose’s team of service providers enjoy doing work with him because they don’t like having to do lots of paperwork and self-marketing. Project managers help scope the project, and the HSH software saves home service providers time by handling tasks like automatically placing projects on electronic calendars and factoring in travel costs. They can focus on what they like: doing the work.

Typically, a hardware store’s reference through HSH earns them between 8 percent and 12 percent of the project bill. When possible, materials are

bought from the local store, but often the projects call for materials that the local hardware store might not stock—such as lumber. In that case, the materials are purchased from a local home center.

Hardware Store Hero is expanding now with a couple new projects. One is called “ChoreTasker,” in which HSH provides an unskilled person to do basic labor, such as moving boxes.

“We’re hoping to get some hardware store employees to be the ChoreTasker, so the employees can make money responding to customer needs,” Rose said. “We tested it over the last year when one of our hardware stores had done all our mailbox installations. Hardware stores love this, because they can’t find anybody to install the boxes—so they not only get to sell the mailbox and post, but they can now expand into significant new revenue generation.”

HSH also is testing “Trustable Home Service,” an adjunct to its existing maintenance plan. It has the local hardware store go out with a Get Dwell team member to assess what upkeep is needed in a home. The potential work could range from major projects down to changing light bulbs.

“We built this company because we believe there is no one more responsible for, no one more invested in and no one who cares more about homeowner’s projects than the family-owned hardware store and lumberyard,” Rose said. “We feel we’re bringing to those

While working with Millen Hardware, Rose refined his skills and tailored the software to meet the unique challenges of hardware retail, ensuring it could handle complexities beyond home improvement services.

players the ability to say exactly what Ed Sanders said: I want to offer solutions for my customers and be a big player in home improvement. I don’t want to be just a DIY hardware store.” n

Craig Webb is president of Webb Analytics, a consultancy and information provider for building-material dealers.

Webb first wrote about Rose in 2014 as editorin-chief of Remodeling magazine.

By Chip Wade

Consumer Electronics Show 2025 in Las Vegas attracted over 141,000 attendees from more than 150 countries, with more than 4,500 exhibitors, including 1,400 startups.

TOOLS AND TECH REPORT FROM 2025 CES

FIVE KEY NEW PRODUCT INSIGHTS FROM CES 2025, HIGHLIGHTING INNOVATIONS FOR HARDWARE RETAILERS AND YOUR CUSTOMERS

There was one buzzword you couldn’t escape at the Consumer Electronics Show in Las Vegas this January: AI. From cooking appliances to home automation, AI was baked into almost everything. While some brands were clearly trying too hard to be futuristic, others nailed it by

using AI to simplify and improve workflows—an especially useful approach for running a small business.

Brands such as DREO and LG stood out with smart appliances that offer meaningful improvements, not just gimmicks. But let’s talk about the real stars of the show: the innovative products that aren’t just great for streamlining your business operations but would also make fantastic additions to your store shelves or put to use in your business operations. These items are practical, forward-thinking and bound to attract customers looking for the latest and greatest.

HELIOS HEATED JACKETS AND VESTS

One of the most practical and stylish innovations I saw was Helios’s heated jackets and vests. These aren’t your bulky, clunky cold-weather gear—they’re sleek, comfortable and designed for everyday use. The integrated heating technology is powered by a rechargeable battery pack, giving the wearer all-day warmth. For hardware retailers, these are a no-brainer for winter sales. Think about contractors working outdoors or customers looking

for a gift that’s both functional and high-tech.

PULSETECH QUADLINK KIT

If you or your customers manage multiple vehicles or equipment, the PulseTech QuadLink Kit is a game changer. This charger and maintainer can handle up to four batteries at once, all from a single charger. It features pulsating anti-sulfating technology that can triple battery life. It’s an ideal upsell for anyone with a workshop, farm equipment or even a fleet of vehicles. Practical, innovative and genuinely useful—exactly what hardware retailers should be looking for.

ERGOFX ADJUSTABLE STANDING DESK

The shift toward home offices continues, and the ErgoFx Adjustable Standing Desk is one of the smartest

CES REPORT

desks I’ve seen. It offers adjustable height for a seamless sit/stand experience and includes a 100W front charging panel, perfect for powering laptops, phones and other devices. Built-in cable management keeps everything organized, and the desk even features a drawer for extra storage. This is a high-ticket item that would make an excellent addition to your home improvement offerings or used in your own store’s office.

OLIGHT OSTATION X 3-IN-1 BATTERY CHARGER

For customers who use a lot of rechargeable batteries—whether for tools, flashlights or household devices—the Olight Ostation X 3-in-1 Battery Charger is a must-have. It’s capable of charging up to 32 AA batteries at once, automatically loading and storing them for continuous charging. This is the kind of product that appeals to both contractors and DIYers who need reliable

power for their projects. It’s innovative, easy to use and efficient, making it a CES standout.

NETGEAR ORBI MESH WIFI 6E SYSTEM

Strong wireless coverage has gone from luxury to necessity, and the Netgear Orbi Mesh WiFi 6E System is the ultimate solution. With speeds up to 27Gbps, it provides whole-home coverage, making 8K streaming and heavy data usage effortless. It’s easy to set up, thanks to its high-performance antennas, and its seamless coverage makes it perfect for large homes

or offices. Hardware retailers catering to tech-savvy customers will find this product flying off the shelves. n

DIY expert Chip Wade has been featured on numerous HGTV shows including Elbow Room, on which he’s the host, designer and executive producer, showcasing his innovative design skills and how-to know-how. Find out what he’s building next at chipwade.com.

PRODUCT SPOTLIGHT

GREAT NORTHERN EQUIPMENT UNI PRO 225 REPLACEMENT BUCKET SEATS

• Features universal mounting for multiple applications for construction, lawn mower and turf equipment.

• Durable waterproof vinyl covering, available in black, gray and yellow.

• Central drain hole prevents water buildup.

• Ergonomic foam cushion built with corrosion-resistant plastic frame.

• This 19-inch high-back seat can replace both original 16-inch and 19-inch high-back seats.

• Compatible with operator presence switch (twist in mount).

• Multiple mounting patterns.

• Fits leading equipment brands such as John Deere ®, Caterpillar ®, New Holland ® and more.

• May be ordered individually, or in quantities of five to receive a free store display box and quantity discount.

SIKAFLEX ® HYBRID SELF-LEVELING SEALANT

• Self-leveling sealant for horizontal cracks and joints up to one inch wide.

• Bonds to a variety of materials, including asphalt, concrete, brick, stone and masonry.

• Ideal for control joints, expansion joints and crack filling in residential and commercial applications.

• Non-hazardous, solvent- and isocyanate-free for safer use and eco-friendly performance.

• Features silane-terminated polymer technology for superior durability and flexibility.

• Excellent adhesion to glass, wood, aluminum, steel and galvanized steel.

• Permanently elastic to accommodate natural movement between substrates.

• UV-stable for long-lasting outdoor performance.

• Tack-free in less than one hour for quick application and minimal downtime.

PRODUCT SPOTLIGHT

TARTER PORTABLE FIRE PIT

• Made from heavy-duty steel for longlasting performance.

• Designed to be lightweight and easy to transport for camping, tailgating and backyard use.

• Efficient airflow ventilation promotes a cleaner, more efficient burn with less smoke.

• Includes a sturdy built-in grate for added airflow and even heat distribution.

• Rustic industrial look complements any outdoor setting.

• Ideal for bonfires, grilling or entertaining and staying warm on cool nights.

• Easy to assemble.

COAST RL35R VOICE-CONTROLLED HEADLAMP

• Features voice control with 15 intuitive commands, allowing for handsfree operation in any environment.

• Switch between LED, warm white, red, blue and green lighting to adapt to different tasks and conditions.

• Dual-fixed beam system provides both flood and spot LED options for versatile illumination.

• Lighting system enhances peripheral visibility with warm white or red light.

• Variable Light Control™ enables easy brightness adjustment with a simple dial rotation.

• Available in four sizes—micro, small, medium or large—to fit your outdoor space and portability needs.

• Delivers up to 1,100 lumens with a beam range of four to 170 meters, ensuring optimal visibility.

• Users can detach the battery pack and attach it to clothing or gear using the included extension cable.

• Built-in battery indicator and safety signal offer solid or flashing red light for increased visibility.

OATEY STAIN-FREE PLUMBER’S PUTTY

• Compatible with ABS, PVC and other plastics.

• Reformulated to support ABS plastic pipe, making it the only plumber’s putty suitable for ABS connections.

• Non-staining composition prevents discoloration on porous surfaces like granite, marble, quartz and Corian.

• Creates a waterproof seal between rigid surfaces, preventing leaks and maintaining fixture integrity.

• Remains flexible, easy to mold and simple to work with in any plumbing application.

WORKIQ IQ VISE

• Flex-Fit IQ Vise Jaws offer a versatile doublesided design for gripping a wide range of materials.

• One side features a nonmarring, textured rubber surface to securely hold flat materials like wood and metal without damage.

• Reverse side has an eight-groove rubberized surface, providing enhanced grip on tubular shapes and small parts.

• Requires no cure time, allowing for immediate installation and reducing job site delays.

• Easy cleanup saves time for plumbers, contractors and homeowners.

• Improved formulation stays pliable throughout its shelf life, ensuring long-term usability.

• Non-slip rubberized surfaces ensure superior grip and stability for safer, more efficient use.

• Ideal for woodworking, metalworking and pipe work.

• Enhances precision and control while preventing material slippage during detailed work.

• Designed for maximum adaptability, the jaws can hold materials up to three inches in diameter.

IN THE NEWS

ORGILL EXPANDS VENDOR PARTNERSHIPS, ADDS BIG GREEN EGG

Orgill has announced new vendor partnerships ahead of its Spring Dealer Market, set for February 20-22, 2025, in New Orleans. Among the key additions is Big Green Egg, a major brand in outdoor cooking. Orgill will now offer its full line of ceramic cookers and accessories through a drop-ship program. Big Green Egg representatives will be at the Dealer Market to discuss the lineup and onboarding process for retailers.

The distributor has also expanded its lighting category, making more than 450 SKUs from Savant/GE Lighting available across all U.S. warehouses. Previously, these products were only stocked in select distribution centers.

In the electrical product lines, Orgill is increasing its offerings with more than 400 new SKUs from Legrand/ Pass & Seymour, supplementing its existing selection from Eaton. The plumbing category sees an addition of over 75 SKUs from EcoFlo, including

NEW STORES

• Aubuchon Company , based in Westminster, Mass., acquires three Noble Ace Hardware Stores in Rutland, Vt., Cobleskill, N.Y., and Cambridge, N.Y. The stores will be rebranded as Aubuchon Ace Hardware. Aubuchon now operates 127 stores in 10 states.

utility pumps and well accessories, now stocked in all U.S. distribution facilities.

The company has also introduced 58 new SKUs from Broan-NuTone in bathroom ventilation, adding to its selection alongside Air King. Additionally, Orgill has partnered with Feathered Friend to supply a new line of birdseed products.

Orgill president and CEO Boyden Moore says the company continues to expand its product range to meet retailer needs: “We are constantly working to build a more robust range of products.”

Clay Jackson, Orgill’s executive vice president and chief operating officer, emphasizes the role of vendor partnerships in providing retailers with efficient access to brands and new products. The new vendor relationships reflect Orgill’s ongoing effort to enhance its distribution network and product availability for independent hardware and home improvement retailers.

Noble Ace Hardware

• Kansas City, Mo.–based Westlake

Ace Hardware purchases Augusta

Ace Home Center, a family-owned business in Augusta, Kan. The acquisition will be completed on March 17, 2025.

• Curtis Lumber, based in Ballston Spa, N.Y., acquires JAY-K

Independent Lumber Corp. in New Hartford, N.Y. This addition allows Curtis Lumber to consolidate with an existing location in Waterville, N.Y.

• After more than four decades of ownership, José Monroy has sold Aborn True Value Hardware in Brookline, Mass., to Karl Smith, who also owns a Marblehead Hardware store in Marblehead, Mass.

• Builders FirstSource, headquartered in Irving, Texas, has acquired O.C. Cluss Lumber & Building Supplies, a Century Club member serving

Pennsylvania, Maryland and West Virginia since 1918.

• Wellington, Ohio–headquartered Farm & Home Hardware will celebrate the grand opening of its Wakeman, Ohio, location this past January, expanding its presence in Huron County.

• Ossian Hardware, based in Ossian, Ind., has announced its acquisition of Markle Hardware & Rental Center in Markle, Ind.

• In December 2024, Do It Center Dominica expanded operations by opening Do It Center Express in Roseau, Dominica.

• Horn’s Ace Hardware, headquartered in Kilmarnock, Va., has opened its sixth location in Hayes, Va.

• Hartville Hardware is planning to open a new store in Middlefield, Ohio, with an anticipated opening in early fall 2025.

PEOPLE ON THE MOVE

• Do it Best has appointed Dan Clymer as divisional merchandise manager. Clymer has over 20 years of experience in retail and wholesale merchandising, most recently as head of merchandising for the factory channel and licensing at a national retailer.

• Tando Composites has named Tyler Donaldson market development

Dan Clymer Tyler Donaldson

IN THE NEWS

manager for the Mountain Region. Also at Tando, Michael Phillips joins as senior territory sales manager for Ohio, Michigan and western Pennsylvania.

• Sika has promoted Ron Combs to director of sales, aftermarket for its U.S. operations, drawing on his more than 25 years of experience across various leadership roles within the company.

• Kodiak Building Partners, headquartered in Englewood, Colo., has appointed Lance Grimm as senior vice president of continuous improvement and Robert Doshi as vice president of continuous improvement training and development.

• Genesis Products has appointed Verna DeLong as director of industrial sales. DeLong has more than 35 years of experience in the building materials industry, specializing in sales leadership and supply chain management.

• Ace Retail Holdings has promoted Bob Massengill to senior vice president of business development and general counsel, Chris Ekeland to corporate vice president of commercial business and home services and Stacey Knapp to director of human resources. In its finance division, Ace Retail Holdings has promoted John Mitter to corporate vice president of finance, Cindy Imhoff to senior director and controller and Tyler Blankenship to director of financial planning and analysis.

• Tibbetts Lumber Co. LLC, headquartered in Clearwater, Fla., has appointed Joe Sanchez as its new COO, effective January 31, 2025. Sanchez joined the company in January 2024 as a regional manager.

• Georgia-Pacific, headquartered in Atlanta, has appointed David Neal, currently president of gypsum, as its new executive vice president of building products, succeeding Andy Konieczka, who will retire in early March.

• In December 2024, Ace Hardware Corporation appointed Dale

Ron Combs

Lance Grimm

Robert Doshi

Verna DeLong

Bob Massengill

Chris Ekeland

Stacey Knapp

David Neal

Michael Phillips

Fennel as President of Ace International, where he will oversee the development and execution of international strategies to support retailers and expand into new markets.

KUDOS

• During 2024, Ace Retail Holdings has raised over $1.4 million for Children’s Miracle Network Hospitals, with funds collected through customer and associate donations across more than 250 locations, supporting local hospitals in their communities.

• Pacific Palisades, Calif.–based CircSaw Technologies is donating 200 SKATEPLATE circular saw accessories to support rebuilding efforts in Los Angeles following the Palisades and Eaton fires. The company is offering the tools to contractors, builders and relief organizations to aid in reconstruction efforts, emphasizing the need for collective action in restoring affected communities.

• Capital Forest Products, based in Annapolis, Md., announced that a portion of its sales through January 31, 2025, will be donated to support California wildfire relief efforts, with proceeds benefiting the American Red Cross and the Pasadena Humane Society.

• MITER Foundation raised over $4.8 million through its 2024 charity golf outings in Pennsylvania and

California, setting a new fundraising record for the organization. The events, featuring auctions and exclusive experiences, brought together hundreds of participants, including supply partners, customers and nonprofit organizations to support charitable initiatives. Also, the MITER Foundation has launched its first website to expand awareness and fundraising efforts, building on its track record of raising $27.8 million for charities and contributing over 34,000 volunteer hours since 2015.

WHOLESALER, MANUFACTURER & OTHER NEWS

• In December 2024, Do it Best Corp. partnered with Ruan Transportation Management Systems to enhance transportation and logistics solutions for its member-owned hardware and building materials cooperative.

• Atlanta-based US LBM, a leading distributor of specialty building materials in the United States, has acquired Walker Lumber & Supply, a building products dealer in Nashville.

• Woodgrain has completed its acquisition of the JELD-WEN plant in Towanda, Pennsylvania, assuming full ownership of the facility. Woodgrain has also entered into an asset purchase agreement to acquire Kelleher Corporation, expanding its presence in California, Nevada and Hawaii, with the transaction expected to close by February 28, 2025.

IN THE NEWS

• White Cap, a distributor of specialty construction supplies based in Atlanta, has expanded its operations by acquiring JLA Supply , a distributor of sealants headquartered in Portland, Ore.

• This past December, McCoy’s Building Supply acquired Rio Truss, a McAllen, Texas–based manufacturer of structural components for commercial and residential builders in the Rio Grande Valley. Following the acquisition, Rio Truss will operate as a wholly owned subsidiary of McCoy’s, retaining its brand name and current management team.

• In January, The Home Depot announced the acquisition of its 1.4 million-square-foot Savannah Distribution Center and over 100 acres of adjacent land from the Savannah Economic Development Authority, reinforcing its long-term commitment to the region.

• Sunpro Corporation, headquartered in Spanish Fork, Utah, has acquired Building Services Group, based in Murray, Utah, expanding its insulation operations within Utah and into Colorado.

• Tractor Supply Company announced its acquisition of Allivet, a leading online pet pharmacy, to enhance its pet and animal health offerings.

• Providence, R.I–based Nautic Partners has completed the acquisition of the Specialty Tapes

business from Berry Global Group, Inc., rebranding it as Vybond™, a stand-alone company specializing in pressure-sensitive adhesive tapes for industrial and specialty markets.

• To better represent its membership, the Western Retail Lumber Association, a 135-year-old organization, has rebranded as Supply-Build Canada.

IN MEMORIAM

• George W. Lester II, 85, of Martinsville, Va., passed away on Jan. 31, 2025. He dedicated his career to The Lester Group, where he served as CEO until his retirement in 2018.

• Willene Holmes, 87, of Milton, Fla., passed away on Dec. 22, 2024, and co-owned and operated Holmes True Value Hardware in Milton.

• Richard W. Smith, Sr., 56, of Newport, New York, passed away on Dec. 20, 2024. He was the owner and operator of Smith’s Hardware in Newport.

• Sheldon L. Hartstone, 90, of Bangor, Maine, passed away on Jan. 8, 2025. He was the owner of Fairmount Hardware in Bangor.

• Wade Owen Baller, 76, of Santaquin, Utah, passed away on Dec. 21, 2024. He owned and operated a store in Santaquin until 1988 and was a part of the family that owns Baller Hardware in Los Angeles. n

George Lester

UPCOMING EVENTS

FEBRUARY 2025

International Builders’ Show

February 25-27, Las Vegas Convention Center, Las Vegas

Monroe Hardware

February 12-15, Myrtle Beach Convention Center, Myrtle Beach, S.C.

Orgill Spring Dealer Market

February 20-22, Ernest N. Morial Convention Center, New Orleans

MARCH

Ace Hardware Spring Convention

March 4-6, Henry B. Gonzalez Convention Center, San Antonio

Asia-Pacific Sourcing

March 11-13, Koelnmesse fairground in Köln-Deutz, Germany

Blish-Mize Spring Customer Buying Market

March 20-22, Overland Park Convention Center, Overland Park, Kan.

Do it Best Spring Market / True Value Reunion

March 21-23, Orange County Convention Center, Orlando, Fla.

National Hardware Show

March 18-20, Las Vegas Convention Center, Las Vegas

PACOA Spring Dealer Market

March 15-16, Queens College, Flushing, N.Y.

MAY

Hardlines Distribution Alliance— Group Merchandising Conference

May 5-8, Embassy Suites Cincinnati River Center, Covington, Ky.

Orgill Summer Online Buying Event

May 5-18

JUNE

House-Hasson Rise & Shine Summertime Show & Market

June 12-14, Sevierville Events Center, Sevierville, Tenn.

JULY

Independent Home Improvement Conference

July 30-31, JW Marriott Orlando Grande Lakes, Orlando, Fla.

AUGUST

Ace Hardware Fall Convention

August 12-14, McCormick Place, Chicago

Mid-States Fall Rendezvous

August 19-21, Phoenix Convention Center, Phoenix

Orgill Summer Online Buying Event

August 4-17

SEPTEMBER

Blish-Mize Fall Customer Buying Market

September 11-13, Overland Park Convention Center, Overland Park, Kan. Do it Best Fall Market

September 5-8, Indiana Convention Center, Indianapolis

Horizon Distribution Fall Expo

September 11-12, Yakima Convention Center, Yakima, Wash.

For a complete listing of calendar dates, click here.

CATEGORY REPORT

REMOVERS/STRIPPERS

Sales of Removers/Strippers (Independent Hardware Channel)

BOOST SALES WITH ADD-ON ESSENTIALS FOR PAINT STRIPPING PROJECTS

When customers buy paint strippers, they often need extra supplies for a safe, efficient job. Recommending add-ons enhances their experience and boosts sales. Train staff and place

essentials nearby to create a convenient, one-stop shopping experience that benefits both customers and your store. Here’s a checklist.

Above: Sales of paint strippers and removers peaked in May and held steady through October, creating ample opportunities for addon sales of brushes, gloves and surface prep products.

PAINT STRIPPING ADD-ON CHECKLIST

SAFETY & PROTECTION

q Chemical-resistant gloves – Prevent skin irritation from harsh chemicals.

q Safety goggles – Shield eyes from splashes and fumes.

q Respirator mask – Essential for solvent-based removers to protect against inhalation.

q Disposable coveralls – Keep clothing free from stains and chemicals.

q Drop cloths (plastic or canvas) – Protect floors and surrounding surfaces.

APPLICATION TOOLS

q Paintbrushes – For smooth, even application of liquid strippers.

q Foam applicators – Ideal for spreading removers without excess absorption.

q Paint trays or disposable containers – Holds stripper for easy dipping and application.

REMOVAL & SCRAPING TOOLS

q Putty knives – Help lift softened paint with precision.

q Plastic scrapers – Safer for delicate surfaces like wood or veneer.

q Wire brushes – Remove stubborn residue from metal surfaces.

q Steel wool pads – Perfect for fine detailing and tough-to-remove layers.

SURFACE PREPARATION

q Sandpaper (various grits) –Smooth surfaces after stripping.

q Power sanders – Ideal for larger areas requiring even removal.

q Scrubbing pads or scouring pads

– Help eliminate leftover paint and residue.

CLEANUP & DISPOSAL

q Absorbent shop rags – Essential for wiping down surfaces.

q Heavy-duty paper towels – Quick cleanup for smaller messes.

q Solvent-based cleaners or degreasers – Remove chemical residue before refinishing.

q Neutralizing solution – Balances pH after using caustic-based removers.

q Trash bags – Safe disposal of stripped paint and used materials.

FINISHING TOUCHES

q Wood filler – Repairs gouges or imperfections before refinishing.

q Tack cloth – Picks up dust before applying new paint or stain.

q Primer – Prepares the stripped surface for a fresh coat of paint or stain.

q Sealers or topcoats – Protect and enhance the final look.

THE RIGHT TOOL FOR THE JOB: HELP CUSTOMERS CHOOSE THE BEST PAINT SCRAPER

When removing old paint, varnish or stubborn coatings, using the right tool makes all the difference. A quality paint scraper is essential for surface prep, ensuring a clean, smooth base for refinishing.

Paint scrapers are designed with rigid, flat metal blades and ergonomic handles for firm control. They come in various types to match specific needs, including:

Flat scrapers— The go-to for general paint removal on walls and furniture.

Curved scrapers— These excel at tackling intricate moldings and curved surfaces.

Multi-edge scrapers—Add versatility, allowing for precision in tight spaces.

Pull scrapers— Ideal for heavy-duty jobs, with wide, replaceable blades providing efficiency and longevity.

Pack’s Hardware, Smithville, Mo.

Greenwood Hardware, Seattle

Dibble True Value, Buffalo, N.Y.

Cave City Ace Hardware, Cave City, Ky.

Cole Hardware, San Francisco

Curtis Lumber, Ballston Spa, N.Y.

Ace Hardware Colorado Springs, Colorado Springs, Colo.

BEHIND THE NUMBERS

252%

In 2010, e-commerce accounted for approximately 4.6 percent of total U.S. retail sales. By the third quarter of 2024, this figure had risen to 16.2 percent, representing a 252 percent increase, according to data from Statista and the Federal Reserve Bank of St. Louis.

10.3%

Since 2010, the combined U.S. store count of Home Depot and Lowe’s has grown by about 10.3 percent. In 2010, the Home Depot operated 1,976 U.S. stores, while Lowe’s had 1,710. As of late 2024, Home Depot has grown to 2,341 stores. Lowe’s has 1,747, and its growth has slowed compared to earlier decades.

39.7%

The percentage of shoppers researching products online before purchasing has increased by about 39.7 percent from 2010 to 2024. In 2010, approximately 58 percent of Americans researched products or

services online before making a purchase, according to the Pew Research Center. By 2024, this figure had risen to 81 percent, as reported by Invoca.

$465.3 billion

The difference between holiday spending in 2010 versus 2024 amounted to $465.3 billion. In 2010, U.S. holiday retail sales totaled approximately $528.8 billion. In 2024, they reached $994.1 billion, marking a 4 percent increase over the previous year. Spending in categories such as furniture, electronics and general merchandise stores contributed significantly to this increase.

2.5%

In 2024, the U.S. housing market experienced a modest uptick in new home sales. An estimated 683,000 new single-family homes were sold, representing a 2.5 percent increase from the 666,000 sold in 2023. This growth contrasts with the existing home sales market, which faced challenges during the same period. The median sales price for new houses in December 2024 was $427,000, with an average sales price of $513,600. n