Improving Your Operation With the Latest Tech Offerings
Page 26
Shine Bright With the Right Lightbulbs
Page 64 The Importance of Employee Feedback Page 34
“We’ve been in this industry for 46 years, we pride ourselves on carrying inventory that you can’t get at the “big box stores”, it’s one of the things that sets us apart.”
“We consider ourselves experts in old school quality and service, carrying Midwest allows us to provide our customers with an outstanding selection of quality fasteners.”
Exceeding Expectations. One Fastener Destination at a Time!
- Mike Fullaway & Jodie Brixey
Calaveras Lumber
Angels Camp, CA
CONNECTIONS Follow Us Online
ASSOCIATION
1025 East 54th St. Indianapolis, Indiana 317-275-9400
NHPA@YourNHPA.org YourNHPA.org
OUR MISSION
The North American Hardware and Paint Association (NHPA) helps independent home improvement and paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.
NHPA BOARD OF DIRECTORS
CHAIRMAN OF THE BOARD
Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina
Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri
Ned Green, Weiders Paint & Hardware, Rochester, New York
Scott Jerousek, Farm and Home Hardware, Wellington, Ohio
Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon
Jackie Sacks, Round Top Mercantile Co., Round Top, Texas
SECRETARY-TREASURER
Bob Cutter, NHPA President and CEO
STATE & REGIONAL ASSOCIATIONS
MIDWEST HARDWARE ASSOCIATION
Jody Kohl, 201 Frontenac Ave., P.O. Box 8033 Stevens Point, WI 54481-8033
800-888-1817; Fax: 715-341-4080
NHPA CANADA
NHPA CANADA
Michael McLarney, +1 416-489-3396, mike@hardlines.ca 330 Bay Street, Suite 1400 Toronto, ON, Canada M5H 2S8
CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES
CIRCULATION DIRECTOR
Richard Jarrett, 314-432-7511, Fax: 314-432-7665
COMING IN SEPTEMBER
Store Updates
Retailers have seen significant sales and revenue growth over the last several years, resulting in opportunities for them to reinvest in their operations. Next month, Hardware Retailing takes a look at two retailers, sharing examples of physical store improvements made in their operation. Discover why retailers chose to make these improvements and how the renovations have affected these businesses.
Hardware Retailing (ISSN0889-2989) is published monthly by the North American Paint and Hardware Association, 1025 East 54th St., Indianapolis, IN 46220. Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions
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Periodical postage paid at Indianapolis, Indiana, and additional mailing offices.
POSTMASTER: Send address changes to Hardware Retailing P.O. Box 16709, St. Louis, MO 63105-1209.
As Do it Best continues to introduce many innovative new programs unique to the industry, our goal will always be the same — to help you grow and achieve your dreams. A complete store design program overhaul is just one of the many examples, combining modern style, bright open floor plans, and engaging displays to create a superior customer experience. Add a wide range of products and resources with the flexibility to run your business your way, and you see why Do it Best is the first, best, and only choice to move your business forward.
Embrace what Do it Best can do for you. Join the thousands of Do it Best members who feel like they are our only member.
Trying Out Tech
From the basics to beyond dreams, dive into the world of technology and discover three types of tech that can improve efficiencies in your operation and allow your employees to better serve customers.
Employees excel when they recieve regular
Avoid the pitfalls and learn best practices for helping your employees develop both personally and
Betting on Bikes
From its roots as a gift shop, Highland Hardware has grown into a full-service hardware store with a comprehensive bike shop that sells and services all types of bikes.
Shed Some Light
Design
and allow operations to better assist customers. Discover design services insight, best practices and benefits
Discover how adding lightbulbs to your electrical department can shine a light on add-on sales and position your operation as a
eep masking and duct tapes front and center with IPG arter pallets. The stackable trays have a small footprint on e floor and will help open up more shelf space. Move them ound for optimal customer exposure or POP display
HardwareRetailing
HardwareRetail
HardwareRetailing
ONLINE Stay Informed
Scan this QR code or visit hardwareretailing.com/august to read these stories and more resources for your operation.
OPERATIONS
Walk on the Tech Side
To survive in a dynamic retail world, technology should be a part of your business plan. However, what that technology looks like should be customized to your company. Read insights from fellow retailers and industry experts to get you started.
The Importance of Tech
Industry expert John Maiuri from ECi Software Solutions shares insights on why technology should be a crucial part of any retail operation in order to compete in a high-tech world.
Technology Start Line
Whether you’re a technology whiz or just dipping your feet in the tech pool, learn best practices from retailer Eric Hassett on how to get started implementing technology in your operation.
Find More Stories Online
CATEGORY Bright Incentives
See which states offer incentives for using ecofriendly and energy-efficient lightbulbs and how you can use these deals to boost sales in your operation.
OPERATIONS
Reward and Repeat
Showing employees you appreciate their job performance with a tangible reward goes a long way to retaining them and encouraging repeat behavior. Read about some of the ways retailers incentivize their top performers.
MARKETING
Pro Connections
Discover how to use Linkedin to grow the retail side of your business and make connections with industry professionals to boost your pro sales.
PODCAST
Keeping Up
NHPA’s Dan Tratensek and Lancaster president Geff Lynch discuss why it is important for retailers to have an online presence to compete in a competitive and high-tech world.
The Busy Beaver store in Delmont, Pennsylvania, is packed with technology, including an autonomous robot that scans shelves for missing items.
Increase Margins with Screen Repair
Big Box Stores Don’t Offer It
Increase Store Traffic
Increase Margins
Opportunity To Promote Other Store Services
We manufacture a full line of Made in the U.S.A. products for your screen repair service, including aluminum, fiberglass, pet-resistant and sun protection screening.
We can provide banners and other marketing materials to help support your screening services.
Phifer has special order and drop ship programs in place for all major wholesalers, buying groups and co-ops.
EDITORIALLY SPEAKING
CONNECTIONS
Send Melanie a Message mmoul@YourNHPA.org
Melanie Moul
“Technology is now a critical component for retail operations.”
Choose Your Future
IT’S NOT EVERY DAY that we have a robot on the cover of this magazine. In fact, it’s an editorial priority for us to have retailers—preferably of the human variety—on the cover of every issue.
But it is every day that I ask my smart speaker for the forecast or to play my three-year-old’s favorite song on repeat for one hour (please, not again). Fortunately, or maybe not so much, my son has developed his language skills enough that he can now control the device on his own, even setting a timer when I tell him to wait “just a minute” for his afternoon snack.
When I go to the grocery store, I use the scan-as-you-go feature in the app as I shop so I don’t have to wait in line.
All day, every day, I am followed by targeted ads and asked to agree to cookies I can’t eat.
I’m a fairly tech-savvy person, so I know my way around how much data to hand out and when to ask for privacy. As a consumer, I have accepted that technology can be a saving grace (“Alexa, play that song again.”), and it can also feel like I’m signing my life away with every terms of service agreement.
The truth is, technology is now a critical component for retail operations. If you want to grow your business and attract the next generation of home improvement shoppers, you must embrace technology.
In the cover story that starts on Page 26, you’ll meet three retailers who have each implemented scalable technology solutions in their businesses. While a robot may be out of reach for your operation, there are unlimited small- and medium-scale solutions to explore to find the right fit, and we’ll introduce you to a few of them in this article.
It’s OK to start small and choose solutions that are focused on improving just one facet of your business at a time. The ultimate goal is to help your teams be more efficient so they can spend more time helping customers. Even if it’s just letting staff use their phones on the salesfloor to look up how-to videos with customers in the aisles, that’s a strong first step. Your customers are doing it with or without you. Better to be there to guide them than to lose out on a simple solution.
Melanie Moul Communications & Content Manager
The customer has spoken, and when it comes to choosing the best for their paint projects, Benjamin Moore and our network of independent retailers are the BEST! We couldn’t have ranked #1 among Interior Paints and Paint Retailers in the 2022 J.D. Power Paint Satisfaction Study* without you. THANK YOU, RETAILERS!
TAKING CARE OF BUSINESS
Dan Tratensek YourNHPA.org/tcb-pod
“It might just be time for you to stop reading headlines about other acquisitions and figure out how to make some news for yourself.”
The Age of Acquisition
SEVERAL YEARS BACK , my biggest concern for the home improvement industry centered around business succession. Back then, the average independent home improvement operator was in their early 60s, and we were seeing fewer and fewer next-generation family members waiting in line to take over those businesses. Left unchanged, the independent segment of this industry was heading quickly toward a reckoning where even well-run businesses might face closure. Flash forward to the here and now. Hardly a day goes by without news of another high-profile industry acquisition making its way into the headlines.
With home improvement sales coming off two very strong years, a favorable economy (at least for the time being) and a large pool of still-aging owners, we have entered what we like to call an “acquisition rich” environment. But, for every large acquisition that garners major coverage, there are also smaller acquisitions taking place. These are sales being fueled by an aggressive crop of younger retail operators who see the financial benefits of moving from one to two to three stores.
Talk to some of these individuals and they will tell you about their business models, few of which are built around single-store ownership. Some will go so far as to tell you that the “independent home improvement retail model” doesn’t start making financial sense until you reach a certain number of stores.
While numbers from our Cost of Doing Business study clearly show that single-store operations can be highly profitable, the future formula for success seems to be built around multiple stores.
I wanted to focus on these realities because no matter what group you might fall into there are some basic steps you need to take to set yourself up for success.
And luckily, the North American Hardware and Paint Association is here to help.
Whether you are looking to buy or sell a business you need a way to connect with interested parties, to help you do that, NHPA has established its NHPA Retail Marketplace. You can learn more about the Marketplace by going to YourNHPA.org/marketplace, but it allows you to list your operation for sale, list yourself as interested in buying stores or just sign up to receive alerts when stores become available.
Another critical need for both buyers and sellers is to have an accurate valuation for your business. To help with this, NHPA has partnered with the well-respected team at Castle Valuation to offer an all-inclusive valuation and business listing.
So whatever camp you fall into, I would encourage you to take a moment to visit the NHPA Retail Marketplace. With a little planning and an eye toward the future, it might just be time for you to stop reading headlines about other acquisitions and figure out how to make some news for yourself.
Dan M. Tratensek Chief Operating Officer & Publisher
MEMBERSHIP Get Started
Visit YourNHPA.org/membership to learn more about NHPA membership.
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NHPA TOURS STORES IN COPENHAGEN ASSOCIATION
On the Road
REPRESENTATIVES FOR THE North American Hardware and Paint Association (NHPA) are taking the association on the road—in stores and on industry show floors in the U.S. and Canada, and even further abroad.
NHPA chief operating officer and publisher Dan Tratensek recently completed a trip to Copenhagen, Denmark, where he attended the 2022 Global DIY Summit. He also toured Danish home improvement stores that ranged from discount consumer-focused operations to 24-hour-a-day lumberyards. Continue reading to learn more about these store visits.
Silvan
A leading Danish DIY-focused chain that operates stores throughout the country.
While Silvan’s 42 shops are located in both urban and suburban areas, the retailer’s focus for growth is on its urban store formats. The urban locations, like the one Tratensek toured in the heart of Copenhagen, focus on providing urban dwellers with everything they might need to make their homes comfortable. The stores even offer bicycles with a large basket in the front for customers to use and ferry products to and from their homes.
At roughly 1,000 square meters, this downtown store location offers everything from live plants to lightbulbs and offers about 6,000 SKUs of products. The two-level structure is located in a historic building with a large sign inside the entrance sharing the building’s history and a large map outlining the store’s layout.
Stark City 24-7
A lumber dealer that caters to Copenhagen’s professional contractors and tradespeople.
Stark is a 125-year-old company with 485 branches throughout Northern Europe. In 2021, the operation made more than $5 billion in sales.
One of Stark’s most unique features is that it is open 24 hours a day, seven days a week, to meet the needs of the market’s contractors who often want to start their days early.
The Copenhagen location Tratensek toured offers a full-service outdoor lumber facility and products located under a covered, drive-through area for easy picking and loading.
In addition to its full slate of building materials and lumber, the salesfloor offers everything from a wide selection of power tools and accessories to plumbing supplies, paint, workwear, shoes and safety gear. The salesfloor also includes a small flooring and kitchen and bath showroom.
Stark also offers its customers unique features like the ability to rent one of its tool vans. The van is fully stocked with a range of tools and customers can rent it for the day. Stark will even drop off at job sites a fastener box that comes completely stocked with fasteners to meet almost any need.
Explore Your Health Insurance Options
Learn more about the NHPA Health Insurance Program at YourNHPA.org/health-insurance
Jem & Fix
Denmark’s low-cost leader for supplying hardware and building products to contractors, tradespeople and the public.
Jem & Fix is a family-owned company with more than 124 stores in Denmark, 59 stores in Sweden and 11 in Norway. The store’s brand is built around its no-frills merchandising. It rarely offers promotions and does not offer a loyalty program. At Jem & Fix, price is the primary driver to capture customers.
The store features a broad selection of lumber and building materials as well as lawn and garden and outdoor living products. Customers can also find paint, plumbing, hardware tools and more.
Carl Ras
A third-generation, family-owned chain of pro-focused hardware stores with locations throughout Denmark.
Carl Ras’ 19 stores focus on selection and service, and the location Tratensek visited in Copenhagen is a gleaming example of high-performance retailing. In addition to an assortment of brands carried by the stores, Carl Ras features its own private-label tools and products.
Roughly 50% of Carl Ras’ sales are delivered directly to end users from its on-site warehouse. To keep up with this type of volume, Carl Ras has created a state-of-the-art warehouse with a sophisticated order processing and fulfillment system.
One of the tools it has implemented is a robot order picking system, which like the ones found at Amazon, uses a series of robots that run along a gridded track system to sort, pick and combine products into customer shipments.
SERVICES
Access Competitive Health Insurance Benefits
For information about the NHPA Health Insurance Program, visit YourNHPA.org/health-insurance
DO YOU OFFER health insurance benefits to your employees? The NHPA Health Insurance Program provides access to benefits at lower rates due to the volume of retailers who participate in the nationwide program.
Independent retailers can take advantage of a group rate with the flexibility to design the plan for their business and their employees’ needs. The program, which is managed by Custom Benefits Insurance Group Inc., offers additional benefit options such as dental, vision, life and disability insurance.
To get started, visit YourNHPA.org/health-insurance, or call 888-201-7408 to speak with a member of the Custom Benefits Insurance Group team.
EDUCATION
Enrich Your Team with Quality Training
Explore the educational offerings available through NHPA’s Academy for Retail Development at YourNHPA.org/academy
TRAINING
Give More Effective Feedback to Your Employees
The free course can be accessed at the NHPA Training store. Visit YourNHPA.org/training-store.
THERE ARE A WEALTH OF BENEFITS
to giving employees regular feedback on their job performance. Employees who get regular feedback from their managers are more likely to feel engaged and motivated because they have a better understanding of how to do their jobs well. Regular feedback can help create a culture of continual improvement and open communication that supports a healthy business. But managers may struggle with how to give effective feedback, especially when they’re asking someone to correct a behavior. What do you do, for example, when the employee gets upset or defensive? How can you make the feedback conversation constructive so it leads to growth and development instead of alienation?
NHPA addresses these challenges in a new course, “Effective Feedback Strategies.” This course outlines how to prepare for and conduct an effective feedback meeting. It also gives suggestions for what to do when the employee reacts poorly to the feedback by outlining a few possible scenarios and offering ways to respond. Improving at giving feedback is an important part of every manager’s development. This course is currently available free to all retailers and can be accessed through the NHPA Training Store, YourNHPA.org/training-store. Search for the course name “Effective Feedback Strategies.” While you’re there, check out all of the courses for sale that address a range of safety and compliance issues.
TRENDS
RESOURCES
Next-Level Customer Service
Discover how QR codes can boost in-store customer service at hardwareretailing.com/qr-codes-customer-service
Take a Chance on
Chatbots
HOW CHATBOTS CAN ASSIST YOUR OPERATION
ACCORDING TO INSIDER INTELLIGENCE, a research firm that analyzes digital opportunities, by 2024 consumer retail spend via chatbots will reach $142 billion worldwide—a sharp increase from the $2.8 billion spent in 2019. With continuing staffing issues and increasing demand for technology from customers, chatbots provide an opportunity for more efficient customer service, boosted sales and reduced costs.
Why add chatbots?
Chatbots are considered conversational marketing tools, meaning they can drive conversations between you and your customers, closing sales and providing quality customer service
of users would rather use chatbots than call customer support.
How can chatbots improve your business?
With chatbots answering basic questions and assisting customers online for free, fewer employees are necessary, and paid staff are free to use their time more efficiently
30%
41% of customer service costs can be reduced by the use of chatbots.
56% of consumers have neutral or positive experiences with chatbots. 87% of consumers use conversational marketing tools for purchases.
Sources: Insider Intelligence; Outgrow; State of Conversational Marketing report, 2020, Drift; Digital Customer Care in the Age of AI, 2018, IBM
With each section working together, the PRO Hardware and Farm Mart programs drive the success of independent retailers with marketing, advertising and merchandising tools designed to meet the needs of their business. From print advertising and mobile resources to merchandising tools and social media content, PRO Hardware and Farm Mart retailers are free to utilize the parts of the program that work within their community, all while enjoying the backing of a national brand.
PRO Hardware and Farm Mart retailers also have access to a national network of hardware, farm, and lawn and garden distributors, and a dedicated merchandising and marketing team that ensures the programs are geared toward the true independent retailers around the country.
NEW PRODUCTS
PRODUCTS
Retailer Recommendations
Send a note to editorial@YourNHPA.org about products you can’t keep on the shelf. Include your name, your business name and reasons why you love it.
Gasoline Can
No-Spill’s new 5 Gallon Fuel Can with ViewStripe™ features front and back windows to show users how much fuel remains in the can. This feature can also be found on No-Spill’s 1.25- and 2.5-gallon models. All No-Spill Portable Fuel Containers feature the innovative Push-Button Control with Auto-Stop™, a large neck opening for fast flow, a wide, stable design and a three-year warranty.
NO-SPILL | nospill.com or 913-888-9200
Microfiber Cleaning Mitt
The Spot Clean Paw Mitt is a microfiber and chenille cleaning mitt that soaks up water and dries off pets fast. It features an elastic band to keep the mitt securely on the hand, is machine washable and is available in a variety of colors.
ETHICAL PRODUCTS INC. ethicalpet.com or 800-223-7768
Smart Water Sensor
The Phyn Plus Smart Water Sensor has been re-engineered to be 25% smaller. It features automatic water shutoff, customizable temperature and humidity alerts. When the sensor comes into contact with water, users are notified by an audible alarm and an LED light. It connects to a home’s existing WiFi network and is compatible with Amazon Alexa, Google Assistant and works with IFTTT for smart home integration. PHYN | phyn.com or 877-749-6792
Folding Dining Table
COSCO’s Solid Wood Folding Dining Table seats at least four, is adjustable and folds flat for compact storage. It is constructed of solid wood and comes in a whitewash gray color with matching chairs. The table has a 200 lb. weight capacity.
COSCO | coscoproducts.com or 800-628-8321
Random Orbit Sander
Bosch Power Tools’ Brushless 5-Inch Random Orbit Sander features an ergonomic palm-grip design, compact body, a vibration-dampening element and an easy-to-reach on and off switch. It is available in a 12V or an 18V model, both with a speed selector switch and 6,000-10,000 OPM no-load speed. The sanders are compatible with Bosch’s mobile dust collection attachments.
BOSCH TOOLS | boschtools.com or 877-267-2499
“Paintwise Regal Select Interior Paint is phenomenal. It has great hiding ability, flows really nice and is easy to work with.”
—Kevin Haskins, Northside Paint
Interior Acrylic Paint and Primer
Benjamin Moore’s Regal® Select Interior Paint is a 100% acrylic paint and primer mixed together, making it apply easily and smoothly. It is mildew-resistant and engineered with Gennex® Color Technology. It is available in thousands of colors, including Ready Mix White and Ready Mix Black, and in flat, matte, eggshell, pearl and semi-gloss finishes.
BENJAMIN MOORE benjaminmoore.com
Ornamental Steel Fencing
VERSAI® Ornamental Steel Fencing features a patented pin-hinge system that has no visible fasteners and allows racking without metal-on-metal contact, ensuring no metal fatigue or compromising of the powder coat. It adjusts to match landscape grade changes and can be fitted with accessories such as finials, knuckles, ball caps and rings.
Hardwood Lump Charcoal
Ideal for smaller grills and backyard BBQs, Chunx Hardwood Lump Charcoal is crafted from dense hardwood and specially carbonized to remove impurities, resulting in hotter, longer and cleaner burns without sparks, pops, bitter smoke or excessive ash.
JEALOUS DEVIL
jealousdevil.com or 661-532-8767
Push-to-Install P-Trap
The Insta-Plumb P-Trap installs with no nuts, washer, tools or solvent cement required. The push-to-install, press-to-release connection attaches to 1 ½ -inch or 1 ¼-inch O.D. plastic drain pipes. They’re removable and reusable and can be repositioned for perfect alignment. The kit features a stainless steel grip ring that holds the connection tight and an o-ring for a leak-free seal.
KEENEY MFG
keeneymfg.com or 800-243-0526
Schultz Water Soluble Plant Foods
Antimicrobial Paint
PPG Copper Armor™ paint contains Corning® Guardiant® technology that is proven to kill 99.9% of bacteria and viruses on painted surfaces, including SARS-CoV-2, the virus that causes COVID-19, in two hours. It is suitable for application in high-traffic areas such as health care, hospitality, office and educational environments, as well as residential applications. It is available in eggshell, satin and semi-gloss finishes, can be tinted to more than 600 colors and is zero-VOC. PPG Copper Armor also provides a mold- and mildew-resistant coating on the dry paint film.
PPG | ppgpaints.com or 800-441-969
At Mi-T-M, we pride ourselves on building mighty, damn good equipment. It’s what sets us apart from our competition. When you purchase equipment with the Mi-T-M name on it, you are buying dependable equipment that is designed, built, and tested by good people. Mighty. Damn. Good.
Handheld Tool Box
A new handheld Shopbox from Montezuma helps customers keep tools and supplies organized, handy and secure when on the go. With Montezuma’s exclusive Triangle® Toolbox design, the 15-inch-by-10½-inch Shopbox keeps contents in place, even when turned upside down. The handheld Shopbox has steel tines for organizing sockets and wrenches, two bin spaces, a tool platform and a large storage area. The carry handle with riveted cleats makes it easy to transport the Shopbox, and dual steel draw bolts with lockable padlock eyes secure the lid. The multitier, waterfall design allows customers to see all their tools at a glance.
MONTEZUMA STORAGE montezumastorage.com or 800-459-4409
Carbon Steel Roaster
Smithey Ironware’s Carbon Steel Round Roaster is designed to move from stovetop to oven to table. Because they’re hand-forged, each round roaster is visually unique and features hand-hammered handles with an easy-grip texture and pre-seasoned interior finish.
SMITHEY IRONWARE CO. smithey.com or 843-619-0082
Automatic Rust Cleaning Tablets
Ty-D-Bol Rust Toilet Cleaner Tablets automatically eliminate rust stains with every flush. Each tablet features protective wrapping, allowing users to drop them into the tank with no direct contact with their hands or skin.
WILLERT HOME PRODUCTS
tydbol.com or 800-325-9680
As you grab your tools, today’s the day. The day you need only one cord on the jobsite, the heavy duty Slim Triple Tap SL3TM. The unparalleled flexibility of this patent pending extension cord allows up to three items to always be plugged in. The slim design of the plug end allows it to be dragged through a jobsite without catching on ladders or door jambs. Whether you’re using a high amp power saw or charging your jobsite tools, our lighted PRIMELOK® locking plug end will keep you confidently connected at all times.
With a temperature rating of -40°F and up to +140°F, it works when you work. Its flexible but durable design makes it easy to coil and reuse on the next project. Ask for it at your local hardware store, the rugged Slim Triple Tap SL3TM, the only cord you need. One and Done.
The Future of Retail
Industry expert John Maiuri shares why technology is crucial for your operation at hardwareretailing.com/talking-tech
Taking
for Your Operation On Tech
Finding the
Right Technology
Mix
BY LINDSEY THOMPSON
Over 60%
of consumers think technology could help with locating products in the store
Keeping up with retail technology trends is not for the faint of heart. From virtual dressing rooms to self-serve and cashierless stores to augmented shopping, technology has taken over retail. And it shows no signs of slowing down as consumers become more and more accustomed to experiencing technology during their shopping trips.
According to the Capgemini Research Institute Smart Store Report, 60% of consumers would prefer to shop in stores that use technology to make the experience more fun and engaging. Over 66% of
consumers believe automation can improve their shopping experience by solving the challenges they face when they shop in retail stores.
While including technology in your business plans and budget is essential to thrive in the retail world, technology is not one-size-fits-all and should be curated toward your customers’ needs and your company’s capabilities.
Hardware Retailing explored the solutions that three retailers have implemented, sharing examples at three different levels, from programs any operation can implement to tech that seems lightyears in the future.
Gunnett has led the charge to incorporate technology at Busy
Adam
Beaver Hardware TAKING THE LEAD
RESOURCES
Where to Start
Retailer Eric Hassett provides insights on where to begin when implementing technology at hardwareretailing.com/dive-into-tech
Entry-Level Technology
With an eye for what’s next, Nicole Durant strives to offer something different when customers visit her two stores in Exeter and Epping, New Hampshire. Over 20 years ago, Durant applied for a business loan at age 20 to purchase Exeter Paint Transform and Design, entering a world with few female paint store owners. Since that time she has established her business as the go-to place for contractors and DIYers and is continually looking to what’s next and how she can make her operation and customer service better.
Durant realized that offering cutting-edge and helpful technology doesn’t require breaking the budget. Just over three years ago, she was using a paint vendor’s e-commerce platform to serve customers online, but she decided to launch her own e-commerce site, with the help of a family member, to better serve her customers. She chose to host the site through Shopify, an e-commerce platform, because of its features and customer service.
When she was going through the process of implementing a new e-commerce site, Durant says she had several people tell her that her efforts weren’t worth it, especially for selling paint. She was told it wasn’t worthwhile for a paint and decorating retailer to put in the time and effort to launch and manage an e-commerce site at the caliber she wanted to elevate her site to.
“I disagreed. I felt if I really put my heart and soul into it and really worked hard on it, it could be another amazing stream of income, and it has been,” Durant says. “The first year posed some challenges as I learned the ropes of e-commerce, figured out keywords and SEO and put in hours setting up the site and maintaining it, but the effort has been worth it.”
The e-commerce site not only opened up an additional stream of income for the store, it solidified Exeter Paint Transform and Design’s reputation in the area and even internationally. The operation serves customers from all over the world and ships everything from paint to tile, solidifying Durant’s ability to provide everything needed for a full remodel.
“People don’t buy just products, they buy us, our customer service and our brand,” Durant says. “We’ve definitely shown our worth after 22 years in business. People come in every day for what we can provide to them—expert advice, products for the DIY customer and service to match.”
When a customer shops on the Exeter Paint Transform and Design website, they see pop-ups that show what products other customers have purchased and where customers are located around the world.
“Customers who are browsing see what other customers are buying, which really shows confidence to the consumer,” Durant says. “Buying paint and home improvement products online can be scary because people typically want to see and touch these items, so seeing that other people successfully purchase products from us is huge; they see the five-star reviews and then they see they can trust us.”
Other technology Durant has implemented is the Popl digital business card platform, a simple but effective solution that has boosted business and customer awareness.
Popl is a circular device that sticks to your checkout counter. When a customer wants the information of the store or any of your employees who they working with on a project, the customer simply taps their phone to the Popl device and it brings up the contact information, email address and even social media account information and that information is added to the contact list on their phone.
“All the customer has to do is hit ‘Save’ and the information is stored right in their phone; they don’t have to take the time to type it in,” Durant says.
The system also includes wristbands employees wear around the store that offer the same technology. A customer simply scans the QR code on the bracelet and can instantly save the store or employee’s contact information to their phone.
The enhanced e-commerce site and Popl device show customers that Exeter Paint Transform and Design is invested in technology and providing a high level of customer service.
“I want to be different from everybody else and offer what other paint stores, remodeling companies and retailers aren’t,” Durant says. “If you’re going to earn the business of the younger generation, you have to be on top of what’s new and what’s coming up.”
“If you’re going to earn the business of the younger generation, you have to be on top of what’s new and what’s coming up.”
—Nicole Durant, Exeter Paint Transform and Design
5 Must-Haves for Your E-commerce Site
Just because you have products for sale on your website doesn’t mean they will actually sell. To be effective, your e-commerce site should have these five elements.
Easy navigation. If your customers can’t find their way around your e-commerce site, they won’t be able to find the products they need and ultimately won’t purchase. Include intuitive navigation bars and an easy-to-use search function.
Mobile optimization. According to Statista, mobile retail e-commerce sales in the U.S. are projected to surpass $430 billion by 2024. Be sure your e-commerce site is easily viewable and optimized for mobile devices.
Compelling content. Every product for sale should have at least one high-quality photo, and any product descriptions should be informational, including price, size and other important pieces consumers need to know before they purchase.
Customer support. Include ways customers can reach you if they have issues or questions, including a phone number, email or even a chat feature. Also, include helpful information like shipping and return details and answers to frequently asked questions.
Calls to action. You want customers to purchase items on your e-commerce site, but include other calls to action, such as visiting your website, reaching out with questions or coming into the store to see what else you have to offer.
Sources: Digital.com, 6 Essential Components of an E-Commerce Website and Comalytics, E-Commerce Web Design: 8 Basic Must-Have Components
All of Hassett Hardware’s technology initiatives help the company fulfill its core values.
Mid-Range Technology
Eric Hassett, the owner of Hassett Hardware, has long been at the forefront of implementing new technologies in his operation of five stores in California. Hassett says technology is a frequent topic of conversation in his area, and he has always been interested in how it can improve efficiencies and benefit his employees and customers.
Most recently, Hassett brought in Theatro, a mobile communication platform he first discovered at the National Retail Federation NEXUS conference several years ago. While Hassett was interested in the Theatro technology, it wasn’t until fellow Ace Hardware retailer, Michael Wynn from Sunshine Ace in Florida, invited Hassett to see it in action that he was sold on implementing it at Hassett Hardware.
“When I saw it live, all of my initial hesitations I had when I first saw the technology were very much alleviated,” Hassett says. “Communication is one of our company’s four core values, and I saw immense value in this technology to be more efficient in our communications.”
Instead of using traditional radio signals, which have distance limitations, Theatro uses Wi-Fi communication, allowing Hassett Hardware staff to communicate with each other across all five locations. With radio communication, everyone hears every message, but Hassett says Theatro, which is a small headset device, cuts down on radio chatter because employees can message each other directly. It also allows employees to send messages to all employees or certain groups of employees, and it has functions for managers to leave messages, so when an employee puts on their headset in the morning, they can hear that day’s tasks or morning huddles from their managers.
Theatro can be utilized across multiple locations, allowing employees in each of Hassett’s stores to take advantage of the knowledge of a subject matter expert in another store.
“If I have my most junior paint person in one store and they have a question, they can radio directly to one of our paint experts in another store and get an answer right over the radio,” Hassett says.
Hassett says he can track who responds the fastest to messages sent through Theatro, as well as receive data on who is and isn’t responding when they need to be. This strategy allows him to “gamify” the process to encourage participation and reward employees.
“I want to reward the employees who are excelling at upholding our core values,” Hassett says. “This will be another tool for identifying those people who are putting the energy and effort into their jobs.”
Other Ways Hassett Hardware Is Using Technology
Zebra Devices
Any employee at Hassett Hardware who is not working the cash register carries around a Zebra device, an Android device equipped with different apps they can use to serve customers. They can answer the store phone, check inventory and help customers purchase items online, all while on the salesfloor, Hassett says.
Instaply
This app converts phone calls into text messages, giving the customer the option of communicating via text or voice. Receiving calls as text messages has allowed employees to answer customer questions faster and more efficiently because they can include additional information like pictures of the price and quantity on hand, Hassett says. The stores receive almost 70% of their paint orders through the Instaply app
Pickup Lockers
Hassett is testing an Amazon-style locker in front of one of his stores for buy online, pickup in store orders. When the online order comes in and an employee has picked the item, the customer gets a message with a locker code and they can pick it up anytime, even when the store is closed.
NHPA offers three online courses to help managers and key employees learn effective leadership, communication, problem-solving and financial management skills.
Your Leadership Style
In this introductory course, managers will learn about their unique leadership style and strengths that will provide a framework for their ongoing leadership growth and career development needs.
Leading Your Team
This course teaches managers the critical components of building and leading a team, including communication skills, conflict management, talent development and ongoing performance management.
Financial Management
This course focuses on the key financial management skills that developing leaders need to manage the financial side of the business, including the basics of expense control, budgeting and benchmarking.
Join one of our interactive group sessions or start a self-paced option today. Enroll at YourNHPA.org/fol.
RESOURCES
Listen Up
Listen to a technology discussion featuring Adam Gunnett from the 2022 NHPA All-Industry Conference at YourNHPA.org/tech-panel
Dream Technology
Every night at two of Busy Beaver Hardware locations, an autonomous robot roams the store, looking for misplaced and missing products. Adam Gunnett, director of information technology (IT) and marketing, heads up the technological projects for the operation, which has 25 stores in three states.
The automonous robot has been one of Gunnett’s biggest projects so far. Gunnett chose a local company, Badger Technologies, to partner with for the autonomous robot, which started the process by coming into the Delmont and Irwin stores and mapping out the floorplans and programming those blueprints into the robot. The company then brought the robot, which is equipped with several high-definition cameras and LED lights, to each store and made final tweaks on the path the robot follows.
“Once it was fine-tuned, it started doing a nightly scan of all the shelves,” Gunnett says. “It’s able to identify blank holes or the wrong product in a spot.”
Gunnett and the staff have access to a dashboard with the robot’s report from each night, which they use to fill in empty spaces, correct wrong prices and move products to where they belong.
“When we see an empty peg board, we can check if the product is back in the warehouse or if it’s empty because we’re waiting on a shipment, or if we need to take some other action on it,” he says.
TRACKING TAGS
Busy Beaver Hardware’s Delmont store also utilizes electronic shelf tags that allow for instant price changes and product tracking.
Gunnett estimates the robot saves about 80 hours of employee time each week, completing its work in two hours each night. Along with increasing efficiencies, the robot has also improved employee morale.
“The robot isn’t replacing anyone’s job, but it’s doing the menial tasks so they are free to focus more on helping customers,” he says.
Gunnett says the goal of any technology solution is improving customer service.
“When people shop local, they’re giving us a chance, they are willing to maybe pay a little bit more or have to hop in their car to drive to us,” he says. “We want to make sure we’re taking care of them when they get there, and technology helps us accomplish that goal.”
Other Ways Busy Beaver Is Using Technology
Electronic Shelf Labels
The Delmont location has all electronic shelf labels, making it easier to handle the almost 1,200 prices changes a week the store experiences.
People Counter
Busy Beaver uses SenseSource, which counts people as they come into the store and aids staff to determine conversion percentage.
Feedback Stand
At the exit of the Delmont location, customers can provide brief feedback about their visit on the Feedback Now machine.
Take Your Next Step
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List your business for sale on the NHPA Retail Marketplace to reach interested and motivated home improvement retail buyers. Public and private listings are available. NEW: Ask us about valuation as the first step!
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If you are currently looking to expand your business through acquisition, the NHPA Retail Marketplace can connect you with potential sellers in the industry. Public and private listings are available.
Are you hiring?
Find talented, qualified people in the home improvement industry. List your open position on the NHPA Retail Marketplace to find the best personnel fit for your business.
COVER STORY
RESOURCES Evaluation Form
If you need help creating a form for an annual employee review, NHPA has a template to get you started at YourNHPA.org/employee-evaluation-form.
Giving Feedback Talk Straight
How To Establish and Maintain a Culture of
BY JESSE CARLETON
If you’re like many managers, you may suffer from feedback phobia. It’s easy to tell employees “nice job” when they do something right, but it’s harder to ask them to fix something they’re doing wrong. Put off that conversation too long and a poorly performing employee does damage to the rest of the company or becomes disengaged because they don’t feel adequately equipped for the job. Giving regular feedback, whether recognizing an achievement or offering suggestions for improvement, should become part of your management strategy because it’s essential to the well-being of your business. Hardware Retailing identified some best practices to follow after talking to two retailers who have created a rich culture of giving and receiving feedback in their own organizations, and Amy Sandler and Kim Scott from executive education company Radical Candor.
Continued on Page 38
GIVE AND RECEIVE
encourage feedback from everyone.
Lindsey Maybee (left) and general manager Chase Rasmussen at Bloedorn Lumber Company
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Start With Honesty and Empathy
The culture at Bloedorn Lumber is rooted in relationships, which creates an open door for honest discussions. The company has come a long way from its humble beginnings in 1919 as a simple country lumberyard in Torrington, Wyoming. Today the operation spans four states with 22 retail stores, three truss manufacturing plants and a door shop, all employing more than 400 people. What hasn’t changed, however, is the family-style culture passed down through the generations.
Lindsey Maybee, who grew up watching her dad manage one of the Bloedorn locations, helped build the company’s human resources department and is now the director of HR, safety and training. As she trains store managers, she says their culture is built on establishing an openness to giving and receiving feedback.
3 Books You Should
Read
For a more in-depth understanding of giving effective feedback, check out these management training books.
Radical Candor
BY KIM SCOTT
As a manager, learn how to care personally for your employees while challenging them directly to open the doors of communication and achieve the results you want.
1 on 1 Management
BY KELLY RIGGS
“This book helped us boil our management strategy down to a simple formula that was easy to implement.”
—Nick Blunt, Spectrum Paint
Thanks for the Feedback
BY DOUGLAS STONE
“Not only is this book full of great thought-provoking information, but it gives real-life examples (some of those humorous) and tools to help take ‘pressure off’ both giver and receiver.”
Lindsey Maybee, Bloedorn Lumber
Management who genuinely care about employees contributes to a culture where it’s easy to give and receive feedback at Bloedorn Lumber
OPERATIONS
Candid Conversations
Get more best practices from Sandler on giving and receiving feedback at hardwareretailing.com/radically-candid
“Be human, live by the golden rule. You may need to be tough and address a problem, but always have empathy and understand the hardships they may be dealing with.”
—Lindsey Maybee, Bloedorn Lumber
Empathy and candid perspective-sharing are foundational to the way Sandler coaches managers to give more effective feedback. Practicing Radical Candor builds on two principles: caring personally and challenging directly, as outlined in Scott’s best-selling book “Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity.” Caring personally helps you build trusting relationships by demonstrating you have the other person’s best interests in mind. Challenging directly means being willing to have tough conversations with team members to push them to improve, which also shows you care about them. When following these principles, feedback becomes a conversation built on a trusting relationship. It’s guidance rather than a top-down directive.
“Radically candid feedback is sharing your perspective in a way that is helpful and humble, because you might be wrong,” Sandler says. “Radically candid conversations are two-way, back-and-forth conversations. You are sharing your view of the situation and inviting the other person to share their perspective: ‘Here’s how I see it, how do you see it?’”
Make a Habit of Giving Feedback
“There is a family environment in each of our locations,” she says. “Managers care about their employees, they know what’s going on in their lives and they genuinely care for their well-being.”
When mentoring a new manager, Maybee encourages them to know the important things about their employees, such as their family dynamic or if they’re struggling with something in their personal lives. There should be constant communication so managers know what is going on with their employees.
“Be human, live by the golden rule,” she says. “You may need to be tough and address a problem, but always have empathy and understand the hardships they may be dealing with.”
When they understand the unique story of each employee, managers can be more empathetic when something goes wrong. Is the employee performing poorly because of a difficult circumstance in their own life? Showing empathy will make it easier to receive a difficult conversation.
Offering feedback to employees should happen more than just once a year during a formal performance evaluation. It’s important to address concerns whenever they arise, daily if necessary. But it’s best to have a scheduled time so the opportunity to give feedback doesn’t get missed.
At Spectrum Paint, weekly check-ins, combined with more formal midyear and annual reviews, offer a structured way to ensure managers and employees stay in constant contact.
“If you’re going to be successful at providing employees with meaningful feedback, you need to put it on the calendar and have an agenda for what you’re going to talk about,” says Nick Blunt, vice president of store operations, Midwest division.
Spectrum Paint is an entrepreneur success story. Travis Detter, company founder, started selling paint out of a storage shed and has since grown the company to 92 stores in nine states. Blunt oversees regional managers who collectively supervise more than half of the company’s nearly 600 employees.
OPERATIONS
Reward and Retain
Read examples of how some retailers reward high-performing employees at hardwareretailing.com/employee-rewards
A few years ago, Detter brought in an author and consultant for management training, which has helped form the company’s current management strategy.
“The consultant helped us boil our management strategy down to a simple formula that was easy to implement,” Blunt says.
For managers who report directly to him, Blunt meets with them every two weeks about what’s happened since their last meeting and then sets goals for the next two weeks. Those biweekly reviews set them up for the midyear and annual reviews, making it easier to identify accomplishments and challenges.
While the regular schedule of reviews may seem like a time commitment for a busy retailer, that time is an important investment into your company, says Blunt.
“People are the driving force behind our businesses, and we have to always be investing in our people. When we’re constantly giving feedback, we’re able to realign,” he says. “We’re constantly getting better and not waiting weeks or months before we correct problems.”
FAMILY SETTING
Even though there are more than 400 employees at Bloedorn Lumber, the company maintains a family atmosphere.
Managers Should Lead by Example
When laying the groundwork for a culture of feedback, make sure all employees, regardless of their position in the company, are open to receiving congratulations or criticisms. Let frontline employees know it’s OK to approach management with suggestions or issues. In fact, encourage managers to ask for feedback and start the conversation.
“Employees may sometimes be afraid to take a manager’s time with a question or concern, but encourage them that it’s OK to speak up. Remind managers to take the time to listen and remember that feedback is a two-way street,” Maybee says.
Managers should get in the habit of receiving feedback because it will not only help them develop as leaders, but it will also show employees that no one is beyond the need for improvement.
“When it comes to giving feedback, especially criticism, it’s important to show that we can take it before we start dishing it out, especially if we’re managers. We need to
TRAINING
Free Education Resources
Access NHPA’s new, free online course on Effective Feedback Strategies at YourNHPA.org/training-store
lay our power down,” Sandler says. “One way we do this is by actively asking for feedback and following up on it when we receive it. It might never feel 100% safe or comfortable or risk-free to give feedback to others, especially to our boss. So it’s up to managers to create an environment where the rewards of providing feedback outweigh the risks.”
A great way to start, she says, is by sharing personal stories of a time when you received critical feedback that helped you improve something in your life. Hearing a personal story will mean more to employees than an abstract theory about why feedback is important. Stories are more likely to open up a conversation where employees and managers can understand each other, rather than just respond to each other’s actions.
Focus on Growth
The end goal of delivering feedback is personal and professional growth.
“Criticism that’s kind and clear and praise that is specific and sincere reinforces good work and behavior,” Sandler says. “You can think of praise as putting your foot on the accelerator and criticism like putting your foot on the brake; challenging people to do more of what’s good so they can build on their success and helping others learn from it, and do less of what’s not working well. It shows you care because it shows you are noticing and that you want to help the person and the team achieve their goals.”
At Spectrum Paint, all employees have access to ongoing training and development in all areas of the store. Everyone has a chance of moving up through the company.
“Cross-training is a very important part of our culture,” Blunt says. “It goes back to the story of our founder who wore all the hats as he was getting the business off the ground. We have a hands-on attitude where management is willing to get in the trenches to help get the job done. That attitude goes along with a culture of constant development where we are always trying to make ourselves better.”
Regular feedback, then, becomes a critical part of training and development. Even after employees finish their formal training, every day brings a learning opportunity, and learning happens when managers correct and reward.
“We’ve tried to instill the idea in our team that feedback is a gift,” says Blunt. “Nobody’s trying to bruise your ego; we’re trying to make you better.”
“We’ve tried to instill the idea in our team that feedback is a gift. Nobody’s trying to bruise your ego; we’re trying to make you better.”
—Nick Blunt, Spectrum Paint
At Spectrum Paint, all employees have the opportunity to cross train throughout the operation.
A CENTURY OF SUCCESS
Sevierville
The Right SPOKES
Hardware Store Caters to Bicycle Enthusiasts
BY LINDSEY THOMPSON
CATEGORY
Custom Services
See how other retailers have catered to their communities with specialized services from rentals to repairs at hardwareretailing.com/tailoring-services
With some fine-tuning and (literal) elbow grease, Highland Hardware & Bike Shop evolved from a mom-and-pop shop into the full-service hardware store and bike shop it is today. The business opened in 1946 in Holyoke, Massachusetts, and was originally called Highland Variety. The owners, Harry Craven Sr. and his wife Mary, wanted to create a family-run neighborhood business, says their son, Harry Craven Jr. He now owns and operates the store with the help of his wife Catherine, son David and daughter Jennifer.
Craven says when his dad opened the store, he was also serving as a full-time police officer, working his police job from midnight to 8 a.m. and then working in the store from 8 a.m. to 6 p.m.
“He would go home for four hours and then go right back to his job as a police officer and do it all again the next day,” Craven says. “He did that for 30 years.”
Highland Variety began as a gift shop, selling items such as ashtrays, salt shakers, aprons, dish towels and sewing supplies like thread, zippers and ribbons by the yard. Not long after opening, the Cravens connected with a regional hardware wholesaler and began selling hardware items.
“If somebody came in looking for a shovel, my dad would get on the phone and call up his wholesaler and ask for a shovel,” Craven says. “The wholesaler’s trucks would come by and deliver what he needed several times a week.”
Around 1950, the Cravens added toys and games, including bicycles and tricycles, to the store’s offerings, and in 1954, they purchased a building across the street with a business partner and moved the store.
“I remember using shopping carts to move everything across the street to the new location,” Craven says.
On the Right Trail
In the 1960s, the Cravens got out of the toy business because of competition from other regional toy retailers but continued to stock bicycles and accessories. The business saw a boost in the bicycle business with the energy crisis in the 1970s, and it continued to grow to become a regional full-fledged bicycle shop alongside the comprehensive hardware store.
Craven says he has seen an increase in biking culture across the nation, as well as in his community, and the store draws in regular customers from more than 25 miles and more away. Thanks to its industrial history
as the paper-making capital of the world, Holyoke and the surrounding towns were once crisscrossed with rail lines that have been transformed into walking and biking trails for area residents.
To accommodate customers, the bike shop is stocked with everything from kids’ balance bikes and tricycles to BMX bikes to road and mountain bikes. The store carries over 300 assembled bikes for purchase, an impressive feat considering the supply chain issues the pandemic brought on. Craven says bikes were nearly impossible to find at the start of the pandemic, but thankfully, supplies have started coming through again. The store also carries a full line of bike accessories, including helmets, clothing and bike racks for vehicles.
Highland Hardware & Bike Shop offers a full-service repair shop for bikes of all kinds.
JUST LIKE NEW
RESOURCES
Selling Tips and Tricks
NHPA offers a series of product guides to teach employees how to sell in different categories. Learn more at YourNHPA.org/tools-and-guides
“If you need it for a bike, we have it,” Craven says. “My son David runs the bike shop, which also offers bike repair services. We employ several staff members who are certified bike mechanics and can do anything a customer needs for their bike.”
Homing in on Hardware
Most of the hardware store customers come from Holyoke and nearby towns and include a mix of DIYers and contractors, Craven says. The store also serves several city accounts and property managers who are looking for repair and maintenance items like nuts, bolts, paint and sundries and plumbing and electrical items.
Pandemic-motivated home projects have also brought in additional DIY customers looking for lawn and garden, outdoor living and paint products, Craven says.
“Even though it was nerve-wracking, the pandemic was good for business,” he says. “We did well saleswise during that time.”
Craven’s daughter Jennifer works in the hardware store, and two of her children are also employed part time in the store.
“If you need it for a bike, we have it. We employ several staff members who are certified bike mechanics and can do anything a customer needs done to a bike.”
—Harry Cravens Jr., Highland Hardware & Bike Shop
“My 15-year-old grandson works on bikes and helps put grills together. I remember putting together carriages and tricycles around Christmas time for my dad when I was about 10 years old. That’s how I got my start in the store,” he says. “So it’s kind of like deja vu, having my kids grow up in the store and now to have my grandkids working with me.”
ON THE TRAIL
With numerous biking trails in the area, Highland Hardware's bike shop appeals to the local biking culture and fills a need in the community.
BIKES AND MORE
Highland Hardware & Bike Shop sells a wide range of biking accessories like helmets and clothing. The store also houses pieces of local history and memorabilia.
“I’m still happy doing this work. I get to run my business, but I also get time with my family, both in the store and outside the store.”
—Harry Cravens Jr., Highland Hardware & Bike Shop
Preserving History
With a love for local history, Craven shares his passion for his community by giving back in several ways.
He is part of several local advisory boards, and he provides a discount on paint and other supplies the local high school needs for sets and props for its annual play. He also loans out pieces of memorabilia from his collection for the plays.
“This year, the students needed the steering wheel from a ‘63 Chevy, and I was more than happy to loan mine,” he says.
Craven houses most of his collection of local memorabilia and historic artifacts in the store, which adorn the walls, a museum of sorts for the town of Holyoke.
Owning the hardware store has allowed Craven to share his love of local history and his community with others, and he’s proud his family is part of the business and carrying on his parents’ legacy. When people ask when he’s going to retire, Craven recounts the story of his dad, who died at age 86 in 2000 and was still walking home from the store at that age.
“I'm still happy doing this work. I get to run my business, but I also get time with my family, both in the store and outside the store,” Craven says. “I am happy and proud of my kids being here. For me, it's all about family.”
Our Virtual Market will have the same great deals and pricing as we always have at all our Markets and more! Don’t pass up this great buying opportunity. We invite you to log-in to our Virtual Market October 3-7, 2022
Virtual Dealer Market
Top Reasons to Log-in to Our Virtual Dealer Market
•Unmatched Super Saver Deals
•Unbeatable Bonus Buy Assortments with Amazing Spiffs
•Hot Coupon Buys
•Pallet Buy Specials
•Many Drop-Ship Deals
•Deal of the Hour
•Locked-in Unbeatable Prices
•Industry Leading Vendor Participation
•Excellent Support and Customer Service WE ARE YOUR TEAM FOR SUCCESS!
•Exciting New Vendors and Items
•Easy Payment and Dating Terms
•Electronic Ordering Methods for Your Convenience
•State-Of-The-Art Marketing Programs and Store Services
•Mechandising and Store Planning
•Advertising Solutions
As long as you’re a customer and have an etoobox account just click the Market icon on etoolbox to start!
For more information about our 4th Quarter Finale Virtual Market, contact us today! Call Pat McCutcheon, Vice President of Sales: 1-800-333-0520 | service@househasson.com House-Hasson Hardware Company, Inc. Knoxville, Tennessee | www.househasson.com
Gordon’s® Innovation
IN THE PRODUCTS AND THE PACKAGING!
Dead weeds alone don’t make a herbicide a success. Make no mistake—the targeted weeds must be controlled as promised. But the product also must be user-friendly. With that in mind, Gordon’s® set to work on innovative new packaging for our most popular products and we’re proud to declare them a success.
Our goal was simple: Make it easier for homeowners to get the optimum performance from Gordon’s® products.
• More ergonomic: Our new slanted handle allows for an easier pour.
• More accurate mixing: We’ve included a measuring cup included for simple, precise measurements.
• Easier information access: Our redesigned labels are easier to read and understand with color coding and icons.
Plus, our new 1.33-gallon jug features a battery-operated sprayer, making targeted application even easier!
Of course, these packaging innovations are only part of the formulation success; the products also work as promised.
The first products featuring the new packaging include:
Trimec® Lawn Weed Killer delivers dependable control of more than 230+ broadleaf weeds with the confidence that comes from being an industry leader for more than 50 years.
Trimec® Speed Lawn Weed Killer controls more than 250 broadleaf weeds, including dandelion, clover, chickweed, ground ivy and Virginia buttonweed. And Trimec Speed delivers visible results in just eight hours.
Trimec® Crabgrass Plus Lawn Weed Killer
Concentrate provides dependable control of emerging grassy weeds such as crabgrass, foxtail and signalgrass, plus more than 200+ common broadleaf weeds.
A successful herbicide checks all the boxes, from providing weed control as promised to offering ease of use. Through innovative packaging and proven products like the Trimec line of herbicides, Gordon’s gets the job done.
INNOVATION:
In the products and the packaging!
We’re putting the Gordon’s® products you love in new, easier-to-use packaging!
Measuring cup included for simple, accurate mixing Slanted handle for an easier pour Icons for quick info on the product an
And the Gordon’s® 1.33-gallon jug features a battery-operated wand sprayer!
Regal Paint Centers has found great value in its design services, which have boosted sales and allowed the operation to better assist customers, improving overall customer satisfaction.
Diving Into Design Services
DIFFERENTIATING YOUR OPERATION WITH DESIGN
TRENDS
Eye for Design
Gain insight into 2022 design trends to stay up to date on customers’ needs at hardwareretailing.com/design-2022
BY CARLY FRODERMAN
Design services are a convenient entry point for customers and provide retailers another way to guide customers through home improvement projects and fulfill their design dreams. When executed correctly, these services boost sales and set operations apart from other businesses.
Patrick Smith, president of Regal Paint Centers, began working at the business part time in 2000 before starting full time after finishing college. His father, Brian Smith, purchased the first Regal Paint Centers location in 1986 with his business partner Jim Palmer. Since then, the business has expanded into 11 locations in the greater Washington, D.C. metropolitan area. In 2018, the company began focusing its efforts on design services and has since seen increased sales, improved customer satisfaction and more. Hardware Retailing spoke with Smith about why he reinvested in design services, how the company’s services work and his best practices for implementing similar offerings at your operation.
A Reevaluation
Regal Paint Centers introduced design services when it acquired its sixth location in 2004. The Annapolis, Maryland, store already employed design consultants, so Smith says he and his team made the decision to keep them.
“The designers were paid hourly for their consultant work within the store,” Smith says. “For in-home color consultations, designers were allowed to market themselves, charge their own rates and collect revenues entirely separate from our operation.”
Over the next decade, Smith and his team considered the value the design consultants offered to the operation. He connected the dots and realized the design services in the Annapolis location were thriving because it is an affluent area with a customer base looking for support and advice.
“It took a few years for us to sit down and discuss the strategic value of having design consultants in our business,” Smith says. “We began looking at our
“We allowed customers to meet our designers, start a relationship and then walk away with the designers with no guaranteed benefit or sale for our business.”
—Patrick Smith, Regal Paint Centers
entire operation more critically, discussing what strategies worked in different markets and what stores they could be expanded into.”
Along with internally analyzing design services, Smith made a point to investigate externally as well.
“After speaking with consumers and dealers, I realized one of the biggest pain points for our customers, whether they are executing a paint project themselves or hiring a professional, is picking a color,” Smith says. “This realization allowed us to understand the value of design services in relation to assisting our customers and making the design process as effortless as possible.”
In 2014 the operation began to expand design services to additional locations, and in 2018 Smith and his team again reevaluated the design services in their operations and saw an opportunity to reconstruct them to better benefit the operation.
“We came to realize that we weren’t in control of what we’ve found to be critical components of successful design services,” Smith says. “We allowed customers to meet our designers, start a relationship and then walk away with the designers with no guaranteed benefit or sale for our business.”
CATEGORY
Walls, Floors and More
See how one retailer uses design centers to connect customers across product categories at hardwareretailing.com/coakley-flooring
This awareness led to the creation of a standardized process for all design services. Home consultations began running through the business, not the designers, and policies were put in place to make sure customers had clear expectations of services and a full understanding of what they include, Smith says.
“We realized that design services need to be treated like a product,” he says. “They need to be sold and promoted as valuable resources.”
Insight and focus led to further expansion into complementary products and services, with the business expanding into window treatments and wallcoverings in 2020, in addition to paint selection design services.
“Customers who want to paint sometimes want to wallpaper a room, and when it comes to window treatments, we’ve found our customers don’t want to start another conversation with a new business or designer to find the right product,” Smith says. “Offering
products and services that can be wrapped into a more comprehensive design project increases sales and delivers higher levels of customer satisfaction.”
A Reawakening
Currently, four Regal Paint Centers offer free in-store design services and paid at-home consultations, with plans in place to expand services into four additional locations.
“We market certain hours within each store for the in-store design services, typically Thursday, Friday, Saturday and some of our higher traffic days,” Smith says. “Customers often bring color chips, fabric swatches or inspirational images into our stores to obtain complimentary color and design advice.”
In theory, this means a customer could have a designer to themselves for multiple hours, but more often a designer is shared between multiple customers during this process, which is sometimes all that is necessary.
RESOURCE
Hiring Help
Attracting and retaining high-quality designers leads to more success. Explore hiring tips at YourNHPA.org/hiring-toolkit
“Occasionally customers come into our stores and just need a sounding board to bounce their ideas off of,” Smith says. “They need reassurance before moving forward with a project, and the in-store design services provide the necessary affirmation, often leading to an immediate sale.”
Other times, customers need more help in the design process and require more in-depth consultations, with the free in-store design consultation serving as a starting point and a chance for the designer to develop a relationship with the customer.
“It can be daunting for customers to jump right into a paid design service, especially without knowing the designers’ style or personality,” Smith says. “The majority of our customers who purchase the paid service meet the designer in the store, establish a relationship and realize the need for a designer to be in their home to gain better insight and provide a custom-tailored recommendation.”
In-home consultations are more personalized and in-depth because designers gain a better understanding of the space and what the customer is looking to achieve.
“It can be challenging to discern the true feel of a space a customer is trying to decorate through a picture,” Smith says. “Designers need to be in the space to see where limitations may lie, such as with lighting, to provide the best advice.”
After the designer has analyzed the space and consulted with the customer, designers provide a completed color schedule and paint suggestions. When necessary, designers also offer painter recommendations, promoting contractors
3 BEST PRACTICES
for Employing High-Quality Staff
Because designers serve as a first of impression of the business, those positions must be filled by exceptional employees. Discover how Smith and his team approach hiring in their operation.
Support your current employees. Understanding what is important to current employees and establishing a positive relationship with them can lead to them encouraging their personal contacts to join the business, Smith says.
1
who purchase from their store, which connects paint sales to the design work, Smith says. Through this process and the mutual trust built between the designer and the customer, smaller projects often expand.
“Project expansion doesn’t happen in the store as often because designers’ can’t see the entire space, and they haven’t had time to build the relationship and trust to the level necessary to successfully grow a project,” Smith says. “Projects sometimes double or triple in size once our designers are in homes. They make compelling cases about complementary colors flowing from room to room, providing a more cohesive house design.”
A Revival
Expanded projects are not the only benefit of design services; they also allow retailers to better market their business and grow brand awareness in local markets.
Regal Paint Centers’ staff promotes design services through posters and display cards in design areas, exterior store signage and brochure distribution. The operation’s monthly e-newsletter often includes design services marketing as well, through a design consultant spotlight or the promotion of a design event. Regal Paint Centers’ website also has design services information, along with a place customers can request additional information, which provides an opportunity for staff to reach out and chase leads, Smith says.
“Having the right team of knowledgeable, friendly designers who can listen and understand customer needs while being confident in their own advice is crucial to successful design services.”
—Patrick Smith, Regal Paint Centers
Build an attractive company culture. People want to enjoy coming to work. Creating a positive work environment and demonstrating it through employee and customer interactions can go a long way in hiring, Smith says.
2
3
Embrace schedule flexibility. Making concessions for the right person is almost always worth it; when hiring and scheduling are rigid, retailers may lose the opportunity to find a better fit, which doesn’t always give you the best result, Smith says.
4 SOCIAL MEDIA TIPS for Design Services
An integral component of a successful design service is exceptional marketing. Social media is a simple, free strategy to utilize when marketing design services. Discover best practices to consider when getting started.
Create the perfect post. To catch the attention of your followers, make sure to include informative and creative copy, a great image, a link to your website or other source and a clear call to action when possible.
Join the conversation. Respond to comments and converse with your customers and other local businesses. There’s great value in being present and showing you care about what your followers have to say.
Add value. Don’t bog down your social media pages with too many promotions. Share unique and interesting content—like before and after photos of design projects—to add variety, lift engagement and allow promotional posts to better stand out.
Track your efforts. Pay attention to your most popular and unpopular posts and consider that information. Evaluating your social media analytics helps you improve and provide your followers with the content they want.
Source: NHPA Social Media Toolkit
By marketing design services and growing the Regal Paint Centers brand, the operation drives sales.
“The margins are low for in-home consultations themselves,” Smith says. “The benefit is found in the ensuing product sales. Advertisements about design services that assist with color selection resonate with retail customers, increasing the impact.”
When designers connect customers with contractors who purchase from the business, they increase product sales. Along with a boost in product sales from those contractors, Regal Paint Centers is building stronger relationships with pros through its design services, increasing and expanding professional our business, Smith says.
Designers are also often the first point of contact with customers, which can be extremely beneficial to a business.
“When a customer arrives at one of our stores looking for assistance, our designers greatly influence that customer's first impression,” Smith says. “It’s a huge opportunity to impress the customer and for designers to show off their expertise.”
Showing apt skill and knowledge during initial interactions with customers builds trust and confidence, showcasing excellent customer service that encourages increased sales, returning customers and word-of-mouth advertising.
Not only do design services improve customer service and satisfaction, boost product sales, grow professional business, encourage project expansion and strengthen an operation’s marketability, they are also a valuable business differentiator.
“In a world where a lot of purchasing is completed virtually, there’s no substitute for in-person relationships and interactions,” Smith says. “In-store designers deliver the superior service that customers are looking for, setting an operation apart from competitors.”
Patrick Smith, president of Regal Paint Centers, utlizes designers and design services to build trust and relationships with customers, which lead to expanded projects and boosted sales.
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In the Light
BOOST SALES WITH A CURATED LIGHTBULB SELECTION
BY LINDSEY THOMPSON
An unsung hero in the electrical category, lightbulbs are a necessity in any household. When merchandised well with a good selection of products, this category can be a lucrative part of your electrical department.
At Alper’s True Value Hardware in Port Washington, New York, lightbulbs are a strong seller in the electrical department, accounting for 26% of sales in that category and occupying 27 linear feet in the 5,000-square-foot store. Co-owner Adam Novick says the lightbulb selection fits well into what his DIY customers want. Read on for best practices from Novick to light your way in this category.
CATEGORY SPOTLIGHT
RESOURCES
Enlightened on Bulbs
Download the NHPA Lightbulb Buying Guide to educate your employees and customers on selling lightbulbs at YourNHPA.org/product-knowledge.
Educate your customers.
Choosing lightbulbs can be confusing for customers with all the options available and jargon associated with them.
“Lumens, watts, volts, Kelvin, CRI; it’s enough to give most people flashbacks to high school physics,” Novick says.
Educating customers on the different types of bulbs and which ones fit their needs establishes your employees as experts, builds trust and helps close the sale.
Merchandise to show function.
Novick says the store’s lightbulbs are prominently displayed near where customers enter the store. The store displays demo bulbs, which are helpful for showing differences in temperature and brands. The displays also provide educational information, so if an employee is not available, the customer can still find what they need.
Cater to customer needs.
Even though LED lightbulbs have gained a large part of the market share recently, some customers are reluctant to change or update.
“It’s easy to cut bait on a declining SKU,” Novick says. “But it is important to manage these declining SKUs and maybe limit options, while still providing the products customers want.”
47%
of U.S. households used LEDs for most or all of their indoor lighting in 2020.
Source: Residential Energy Consumption Survey (RECS)
Train employees to ask the right questions.
At his store, Novick says a large portion of training on lightbulbs is teaching his employees how to use the display bulbs to educate customers on what they need.
“We teach everyone how to read the labels,” Nov says. “We also train employees to ask the right questions to decide what wattage and voltage they need.”
Sell specialty bulbs.
Along with traditional lightbulbs, carrying specialty bulbs can bring in additional customers and add to the bottom line.
“There are so many ‘specialty’ options that are viable SKUs and fewer workhorse ones,” Novick says. “Because of this, we have a secondary, lightbulb-only vendor that we order from once a week, typically with three to five special orders included.”
BRIGHT IDEAS
Alper’s True Value
Hardware uses creative merchandising to educate customers on what lightbulb is best for their needs.
Capital for Change of Ownership
ACQUISITION & PARTNER BUY OUT OPTIONS FROM LIVE OAK BANK
If you’re considering a change of ownership via acquisition or partner buyout, you’ll likely need capital to achieve your goals—but it often takes more capital than entrepreneurs have on hand, which is where Live Oak Bank can help.
A business acquisition loan could work for:
• Bypassing the start-up stage to buy a business that’s established and successful.
• Acquiring competition to grow your existing business.
• Buying out your current partner(s).
If you’re buying an existing business, you may be eligible to put as little as 10 percent down with an SBA 7(a) loan. If you’re purchasing the commercial real estate as well as the business, another benefit includes loan terms up to 25 years, which can help improve cash flow. There are also low to no money down options available to buy commercial real estate for your existing business. Live Oak can serve as your guide in
structuring the deal—as the No. 1 SBA lender in the country*, we are experts at determining the best way to finance a business expansion or acquisition.
If you’d like to buy your partner’s share of the business, a partner can qualify for an SBA 7(a) loan without additional equity injection if certain criteria are met. Our experienced lending team at Live Oak can help determine the best path forward for your partner buyout—from valuations to structuring the deal to making the transition of ownership possible.
We’re hardware and paint store financing experts at Live Oak Bank with several loan products to suit your needs. If you’re considering a change of ownership, let us guide you through the transition process and together, we’ll create a unique financing plan to help you and your business thrive.
NHPA
SEEKING BUSINESSES
The Aubuchon Company
For our next acquisition, we are looking for:
• Single-store and multi-store hardware operations
• Located in northeast and southeast United States
• Store size of 5,000-30,000 ft2
• At least $3 million in average store sales
SEEKING BUSINESSES
Bolster Hardware
We are looking for:
• Geography agnostic
• With or without real estate
• Store revenues of $1.5M+
• We prefer to honor the family name and heritage in the local community by not changing the name
• We prefer to keep all employees as part of the acquisition
BUSINESS FOR SALE
Hoosick True Value
Location: Hoosick Falls, New York
Gross Revenue: $1.26 million
Price: $1.875 million
This opportunity offers a turnkey sale of a general hardware operation located in northeastern Rensselaer Co., New York. The business serves five towns, southwestern Bennington Co., Vermont, and 25 miles east of Troy, New York.
BUSINESS FOR SALE
Private Business
Location: Alabama
Gross Revenue: $2.21 million
Price: $649,000
CHECKOUTS
SHARE YOUR IDEAS
Engage
with Your Customers
Have an idea? Send an email to editorial@yournhpa.org to have your story considered for publication.
COMMUNITY
Engaging With Young Entrepreneurs
TECUMSEH HOME HARDWARE HOSTS A HOT DOG STAND
SITTING IN THE front of the parking lot of Tecumseh Home Hardware Building Center Store in Tecumseh, Ontario, is a hot dog stand that offers an opportunity for young entrepreneurs to test out the waters of owning a small business. The stand has been a part of the store for several years and has been owned by several young entrepreneurs during that time, says owner Kimberly Seguin. One past stand owner even became an employee of the store after his hard work in the stand gained the attention of Seguin,. Currently, high school student Spencer Armstrong owns the stand, which he named The Doghouse. The Doghouse is open Saturdays and
Sundays during the summer and serves hot dogs, sausages, cold drinks and a full condiment bar.
“The stand is a great way we can support our community and young entrepreneurs,” Seguin says. “It’s an excellent opportunity for them to learn and gain real-life skills.”
Armstrong aspires to have a career in accounting and has appreciated the experience he’s gained owning the hot dog stand, learning how to run a business and balance the books.
“I also really love meeting new customers,” Armstrong says. “They are all really nice, and I like being able to make small talk with them. I’ve learned a lot through my experience.”
High school student Spencer Armstrong runs a hot dog stand in the parking lot of Tecumseh Home Hardware. The store offers the space free of charge to young entrepreneurs.
Finding a Niche in Women’s Fashion
Lilian Lumber Company Home Center has been serving customers’ home improvement and building supply needs for over a century and recently celebrated its 110th anniversary. In an effort to grow and evolve while still providing the same level of superior customer service Lilian Lumber is known for, the company, located in Burgess, Virginia, expanded its product offerings, adding Lilian’s She Shed, a fashion boutique.
The store-within-a-store sells bridal and baby shower gifts, home decor and trendy clothing and jewelry and is the brainchild of the fifth-generation family member and general manager, Katie Crowther.
The store is located in a rural area with no other businesses that sell clothing. Crowther says the store’s customers have loved having a spot to shop for items you wouldn’t expect to find in a hardware store.
“The men have enjoyed being able to grab something to give as a gift, while also shopping for things for their projects,” she says. “The ladies have also given very positive feedback of what they’d like to see in the future.”
OPERATIONS
A Piece of History in Action
The seed counter at
Hardware in
has just as much history in the family as the business. The counter has been in several businesses operated by the Smith family since the early 1900s, and today it’s where customers go to buy bulk seed. It serves as both a storage unit and a display. Customers can easily see what’s available, as seeds and packets are displayed in the panes on the front of the counter. Each pane corresponds to a storage drawer that holds the seeds.
EVENTS
A Contest Sliced Just Right
With stores in Aberdeen and Seven Lakes, North Carolina, Burney True Value Hardware hosts several customer events throughout the year. During the Outdoor Power Party at the Aberdeen location, customers can take part in a fun chainsaw contest along with product demos and giveaways. Contestants can try out one of the featured chainsaws and attempt to cut the thinnest wood wafer, with the winner receiving a brand new chainsaw.
Co-owner Kristy Ransdell says the contest started when one of the store employees participated in a class from a power equipment vendor that also included the same type of contest. The store has also offered the contest at two other store events.
Anyone 18 and older can take part in the contest, and each participant receives a vendor-branded hat. Every contestant must wear all the proper safety equipment, including a facemask, safety glasses, gloves and chaps.
“Whoever cuts the thinnest whole wafer wins. We use a micrometer to determine the ‘percentage of thinnest’, and if it is thick on one side and super thin on the other, then that is not enough of a percentage,” Ransdell says. “We try to always use the proper type of wood so that it cuts the best. It is always a fun event for everyone.”
“We let
all
the employees try too, although they are not eligible to win.”
—Kristy Ransdell
Lilian’s She Shed at Lilian Lumber Company Home Center sells bridal and baby gifts, home decor and trendy clothing.
Jared’s Ace
Bishopville, South Carolina,
To add your event to the industry calendar, send an
Ancra Cargo
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Moore
benjaminmoore.com Bonide
gotpestsgetrevenge.com
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doitbestonline.com
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fireandflavor.com
Ind.
forneyind.com Gordon’s USA 52-53 gordonsusa.com/new-packaging
51 househasson.com Howard Products
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itape.com Knox Fertilizer
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hardwareexpo-taiwan.com Lighthouse for the Blind
tearmender.com/vinyl-repair-kits
Oak Bank
liveoakbank.com/hardware
melnor.com
LAST WORD
OPERATIONS
Tech Insights
Retailers share their opinions on technology and e-commerce in a recent NHPA survey. See the results at YourNHPA.org/retail-technology
TALK
WHAT ARE YOU TECHING ABOUT?
BOPIS. AR. VR . Technology available to retailers can feel like an alphabet soup of terms, and it can be difficult to sort out what each term means and how it can benefit your operation. Below, Hardware Retailing offers a brief explanation of what each type of technology is and the ways you can use it in your business.
01 Augmented Reality (AR)
Similar to virtual reality (VR), AR allows the user to combine virtual experiences with their physical world. In retail, AR can be used to create virtual fitting rooms, offer shoppable catalogs and let a customer see helpful information or special deals as they point their camera at different parts of the store.
03 Internet of Things (IoT)
With IoT, different parts of our lives can “talk” to each other, such as a smartphone connecting to a smart vehicle, or your smart home security system communicating with your lamps and lights. IoT can be used to track products through the entire supply chain process or to track real-time customer behaviors to tailor offers to them.
Sources: Vend Retail Dictionary and Shopify, Retail Technology
02 Buy Online, Pickup in Store (BOPIS)
The premise is simple: A customer buys a product online and then comes to your brick-and-mortar location to pick it up, either in the store or curbside. During the pandemic, BOPIS was a lifeline for many retailers who couldn’t open their doors to customers because it allowed them to still sell products.
04 Quick Response (QR) Codes
QR codes are a type of barcode that contain various forms of data, like website links, account information and payment options. QR codes have been around for about 10 years and have a myriad of uses in retail, including sharing discounts and coupons, collecting feedback, accepting cashless payments and sending customers directly to your website
More
affordable than ever GET ONLINE WITH ORGILL
eCommerce & Product Data
Open your store’s virtual doors with industry-specific solutions from Orgill and give local customers an option beyond a big box.
From a simple business webpage to a complete online marketplace, Orgill’s Integrated eCommerce team is ready. Already have an eCommerce website? Leverage the power of Orgill’s Data Program and its more than 1 million enriched items.
• Product data for ALL items you carry, not just those from Orgill.
• Specs, features & images for more than 1 million items in our PIM.
Your Partner in Technology
Protect Your Employees With
Effective Compliance Training
Through a partnership with JJ Keller & Associates, a trusted name in compliance training, NHPA now offers training to meet HR and workplace safety standards. Courses are affordable and online, with some accessible in Spanish.
