JUNE SPONSOR
Scan the QR code or visit YourNHPA.org/codb to submit your information online.
Compare. Assess. Improve.
When you participate in the Cost of Doing Business Study, it can help you to identify future financial opportunities and set goals for your business. It’s free, easy and confidential.
Participate by June 30 to get a free copy.
“It’s by observing change in any metric that you can diagnose problems in your business and find ways to correct them.”
Jim Robisch | The Farnsworth Group
Introducing Our Full CONSTRUCTION
At
We build for the builders. We make for the makers.
We innovate for the craftsman, those who accept only the very best.
In the recent decade Midwest entered the Construction Fastener business with our Midwest brand and the SaberDrive® brand. We are excited to announce, in 2021 we are re-launching our brands and launching new brands, with new items; Innovation across all construction fasteners.
BuildRight™ Replaces our Midwest brand – Quality products to complete your job, BuildRight™
Recognized and requested high-quality SaberDrive. Our proven construction fastener line. Strong and tough to complete the job.
FASTENER PROGRAM
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tter
Tip™ Deck Screw
Cabinet Screws
Truss Wood Screws
Lag Screws
Ledger Screws
Timber Screws
Structural Screws
HEADQUARTERS
136 N. Delaware St. #200 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
Daniel Harris, Palos Ace Hardware, Palos Heights, Illinois; Lemont Ace Hardware, Lemont, Illinois
EXECUTIVE VICE CHAIRMAN
Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina
DIRECTORS
Craig Bond, Tommy’s Paint Pot, Eugene, Oregon
David Dishke, Grand River Home Hardware, Caledonia, Ontario
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
Matt Woods, Woods Hardware, Cincinnati, Ohio
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 JULY
What Makes a Strong Leader
Each year, NHPA recognizes some of the best young retailers in the industry for the ways they have grown their businesses and contributed to the independent home improvement sector. Hardware Retailing talks to former Young Retailer of the Year honorees about what they have learned about leadership since being honored and presents the profiles of this year’s honorees.
“Being chosen as a Young Retailer of the Year is a high honor. These retailers exemplify the determination and innovation that keep our industry growing.”
—Scott
Wright Executive Director, NHPA Advanced Retail Education Programs
EDITORIAL, DESIGN & PRODUCTION 317-275-9400, editorial@YourNHPA.org
MANAGING EDITOR
Melanie Moul, mmoul@YourNHPA.org
PROFILES
EDITOR
Kate Klein, kklein@YourNHPA.org
TRENDS EDITOR
Todd Taber, ttaber@YourNHPA.org
PRODUCTS & DIGITAL EDITOR
Hans Cummings, hcummings@YourNHPA.org
ASSOCIATE EDITOR
Lindsey Thompson, lthompson@YourNHPA.org
SENIOR DESIGNER
Aubrey Smith
GRAPHIC DESIGNER
Autumn Ricketts
DIGITAL MEDIA SPECIALIST
Kevin Trehan
PRODUCTION MANAGER
Austin Vance
SALES & PRODUCTION ASSISTANT
Freda Creech
MARKETING & COMMUNICATIONS
EXECUTIVE DIRECTOR, MARKETING & COMMUNICATIONS
Whitney Daulton
CORPORATE COMMUNICATIONS MANAGER & EDITOR
Julie Leinwand
NHPA SALES
FIELD SALES MANAGER & SOUTHERN SALES DIRECTOR Scott Gilcrest, sgilcrest@YourNHPA.org, 317-508-7680
MIDWEST SALES DIRECTOR
David Brodowski, dbrodowski@YourNHPA.org, 440-520-9551
SOUTHERN BUSINESS DEVELOPMENT MANAGER Jessi Moore, jmoore@YourNHPA.org, 260-200-0306
NORTHEAST, NORTHWEST & CANADA SALES DIRECTOR Jordan Rice, jrice@YourNHPA.org, 217-808-1641
EXECUTIVE STAFF
PRESIDENT & CEO
Bob Cutter
CHIEF OPERATING OFFICER & PUBLISHER
Dan Tratensek
CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES
David Gowan
NHPA
Hardware Retailing (ISSN0889-2989) is published monthly by the North American Paint and Hardware Association, 136 N. Delaware St. #200, Indianapolis, IN 46204. Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions $50/year. Canada $75/year. All other countries $100/year. (Air Mail $60/year additional). Single copy $7. The Annual Report issue can be purchased for $30.
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.
All editorial contents © 2021 North American Paint and Hardware Association. No editorial may be reproduced without prior permission of the publisher.
REPRINTS: For price quotations, contact the Editorial Department at editorial@YourNHPA.org. Printed in the U.S.
MEMBER SERVICES & TRAINING 800-772-4424, NHPA@YourNHPA.org
TRAINING MANAGER & EDITOR
Jesse Carleton, jcarleton@YourNHPA.org
RETAIL ENGAGEMENT SPECIALIST Renee Changnon, rchangnon@YourNHPA.org
EVENT MANAGER & RETAIL SUPPORT
Katie McHone-Jones, kmchone-jones@YourNHPA.org
DATA & INFORMATION COORDINATOR
Natalie Harris
EXECUTIVE DIRECTOR, PAINT & DECORATING PROGRAMS
LeAnn Day, lday@YourNHPA.org
EXECUTIVE DIRECTOR, ADVANCED RETAIL EDUCATION PROGRAMS Scott Wright, swright@YourNHPA.org
For when Safety matters.
3M ™ Pro-Protect Electronic Hearing Protector
Stay aware of dangers on the jobsite and help protect your hearing from hazardous noises. This electronic hearing protector allows you to communicate in low-noise environments and enhances your situational awareness. Bluetooth® Wireless Technology seamlessly syncs with your mobile devices, so you can make and receive phone calls through the headset. And soft, conformable ear cushions provide all-day comfort.
built to perform
Leading Diverse Teams
The topic of diversity in the workplace is getting increased attention, but two retailers already have histories of providing safe places for people of many ethnicities, backgrounds and cultures to work and shop. See how these two businesses built company cultures focused on inclusion.
Protecting Your Data
Experts say the risk of small businesses experiencing a cyberattack is growing. Learn how two retailers responded to cyberattacks and the preventative measures you can take to protect your business.
Pampering Pets
Discover best practices for finding success in the pet products niche, including what to stock, how to appeal to your pet-loving customers and ways you can welcome furry friends into your store.
ON THE WEB
CONNECTIONS Stay Informed
There’s much more to discover from this month’s issue of Hardware Retailing. Visit hardwareretailing.com/june to read these articles and find new ways to drive your business.
The Power of Inclusion
Learning how to lead diverse teams can empower every staff member. Discover some key resources to help you increase and capitalize on a welcoming workforce.
Change From Within
Creating a more diverse workplace first means taking stock of your business, then figuring out how you want to change. In this conversation with an adviser for the Society for Human Resource Management, discover beneficial first steps to arrive at your goal.
Enriching Employee Training
Learning to work in a diverse store culture takes practice. In the Trainer’s Toolbox lesson, “Serving Diverse Customers,” employees will explore three scenarios where they must make choices that will either make your customers feel welcome or risk losing them to competitors.
Leadership in Action
Discover how Gina Schaefer, owner of A Few Cool Hardware Stores, welcomed and promoted inclusion initiatives at her stores and how those programs have given her operation the competitive edge.
Find More Stories Online
MARKETING
Shopping With Spot
Strosniders Hardware has invited pets into its stores for over 15 years. Discover three best practices for welcoming your customers’ furry friends.
ASSOCIATION
Inside the Classroom
Follow the QR code to watch videos of NHPA’s Retail Management Certification Program (RMCP) instructors and students discussing the program’s top benefits. Plus, hear instructors and former students share their lasting takeaways from the program.
The deadline to apply for the upcoming RMCP session is July 1 .
EVENTS NHS Previews 2021
The National Hardware Show is introducing new digital components to help you access new product information and trends all year long. This year’s event is scheduled for Oct. 21-23 in Las Vegas.
Head to hardwareretailing.com/subscribe to sign up for newsletters on industry headlines, new products and more.
ATTENTION-GRABBING DISPLAYS
Sturdy, compact, stand alone, corrugated displays feature an assortment of our most popular silicone or acrylic caulking products for a wide range of applications. Including kitchen and bath, all-purpose, and window and door.
Bright, attention grabbing, P.O.P displays with eye-level header cards. Designed to best show Tekbond caulking and adhesive products in a compact footprint to minimize floor space with easy placement for quick turns.
Silicone Display Acrylic Display
EDITORIALLY SPEAKING
CONNECTIONS
Send Melanie a Message mmoul@YourNHPA.org
Melanie Moul YourNHPA.org/es-pod
“Do not make cybersecurity a chore you’re continually playing catch up with.”
Top-Down Security
WE’VE HAD A ROUGH TIME in our house this week keeping up on chores. I had to run towels through the wash three times because we kept forgetting to put them in the dryer. We are ignoring the dishes, and we got down to our emergency roll of toilet paper, requiring a midweek run to the store. I know I’m not alone and that many of you have weeks like that in your home and in your business.
The problem with staying on top of need-to-do tasks is that once you get them done, they don’t stay off the list for too long after that. Mix them in with all the once-in-a-while tasks and you have another full-time job.
I’m not here to explain Management 101 to you or to scold you for pulling a clean fork out of the dishwasher as you need one instead of unloading the whole thing at once. But I do want to call your attention to a task that you should bump up the priority ladder: cybersecurity.
Ransomware, phishing, data breaches. They are all different types of cyberattacks your business can experience. And experts say they have become exponentially more common, especially for small-t0-medium size businesses. Just today, we’re reeling from headlines about the aftermath of the Colonial Pipeline ransomware attack, and there is a new incident that has severely affected operations at Ireland’s health services.
Now, you may be thinking, “My business is not in fuel logistics or health services, so I’m not sure why these incidents are something I should be concerned about.”
In this issue, we show how this industry is at risk with stories from two retailers whose businesses were breached by ransomware attacks within the last 18 months. They each had varying levels of security and insurance policies in place, but their operations were still vulnerable. Read their stories on Page 32 and find additional resources to help you take the next step to protecting your business at hardwareretailing.com/ransomware
One lesson these retailers want to pass on to you, their peer, is that cybersecurity is an issue that should be managed from the top down. Just like you wouldn’t ask your kid to help you refinance your house, cybersecurity management and follow through is a job for the primary decision-makers. Do not make cybersecurity a chore you’re continually playing catch up with. Because it will eventually catch up to you.
Melanie Moul Managing Editor
PLANOGRAM PROGRAM
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TAKING CARE OF BUSINESS
CONNECTIONS Send Dan a Message
dant@YourNHPA.org
Dan Tratensek YourNHPA.org/tcb-pod
“...remember the moments that really count. Remember that your employees were there for you when you needed them most.”
For Better or For Worse
NEARLY THREE DECADES AGO, my wife and I tied the knot. Of everything that took place in the run-up to our wedding, it wasn’t the hours spent planning the ceremony, the decorations dotting the aisle at the Hopewell Presbyterian Church or even the bachelor party that stuck with me. (Well, maybe a little.)
No, it was the advice our minister gave us prior to our wedding that left a lasting impression. He told us to remember how much we loved each other at that moment—before we traded rings, exchanged vows or left for our honeymoon. He said, when times are tough or when money is tight, think back to the feelings we had on that day and remember everything we loved and appreciated about one another.
I think this is solid advice for any relationship, and I think it is particularly pertinent right now.
I have talked to a lot of retailers over the last 18 months about the challenges they have faced and how they managed to pull through these trying times. In most cases, the first thing they give credit to is their employees. They list all the ways their operation is like a family and how their team members rose to the occasion and pulled together during the long shifts, busy days and the overall shadow cast by working during the pandemic.
Here’s where I’d like to return to Pastor Lee’s advice. I encourage each of you to hold on to those feelings you have right now—the respect, the admiration and the appreciation for the efforts and dedication of your team.
In the days to come, when frustrations arise and arguments about who’s working what shift or why that pallet didn’t get put away start to crop up, I want you to remember the moments that really count. Remember that your employees were there for you when you needed them most. That while your business was deemed essential to your community, your team’s hard work was essential to you staying in business.
I know this isn’t a cure-all, but so often we tend to dwell on the negative interactions we have with the people we are closest to. All I can say is, from nearly 30 years of personal experience, you build stronger relationships by focusing on each other’s good qualities and the times you were there for one another.
I’ll save the stories about the bachelor party for another day.
Dan M. Tratensek Chief Operations Officer & Publisher
“
These
These features make it even easier to give our customers the convenient shopping options they expect, plus we’re getting more online business and foot traffic in our stores — it’s a win-win.
“
Douglas Wasiura Sr. Vice President of Marketing & Ecommerce Valu Home Centers
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In today’s marketplace, ecommerce has blended in-store and online shopping into a seamless experience. Consumers can shop whenever they want – from wherever they are. As a Do it Best member-owner, you have a powerful, fully-customizable ecommerce tool to help you build a robust, localized dot com presence.
Do it Best has four game-changing features to help you meet the needs and expectations of your customers, including same day in-store pickup, member-sourced inventory, enhanced curbside pickup, and the all new Pick N Pack app to help your associates manage online order notification, retrieval and fulfillment.
Do it Best ecommerce gives you the tools you need to reach your customers wherever they are and bring them to exactly where you want them to be — your growing business.
To learn more, call us today at 888-DO-IT-BEST (888.364.8237). doitbestonline.com
EDUCATION
Apply by July 1
Visit YourNHPA.org/rmcp to apply or learn more about the Retail Management Certification Program.
Seeing ROI Impact of a Business Improvement Project
“My project was to raise our gross margin percentage by 1.3 percent for fiscal 2021 over our three-year average. This would put us in line with the NHPA’s Cost of Doing Business Study industry average. I did this by implementing a price change rhythm and started a training program focused on the departments that mattered the most at that time of year. Our results from my Q4 2020 proof of concept were that we raised our gross margin percentage by 3.4 percent in what was traditionally our worst quarter for the metric. This led to an additional $25,201 in gross margin dollars generated in Q4 2020.”
Austin Diehl Director of Retail Operations Randy’s Hardware, Timberville, Virginia Retail Management Certification Program Class of 2020
Students in the NHPA Retail Management Certification Program have the opportunity to learn from industry experts and their peers in a collaborative classroom environment.
EDUCATION
Make a Strategic Investment
ENROLL IN THE INDUSTRY’S PREMIER MANAGEMENT PROGRAM
IF YOU’RE LOOKING to take your leaders to the next level in your operation, advanced training is a smart investment. The North American Hardware and Paint Association’s (NHPA) Retail Management Certification Program is a college-level course that prepares owners and key employees with profit-focused store operations education.
With real-world training and a business improvement project tailored to meet the needs of your business, the six-month program is designed to help business owners see immediate results and a return on investment (ROI).
“The Retail Management Certification Program provides methodologies, ways of thinking and systems so that these students can examine and reexamine their operation,” says program instructor Gary Petz. “As a young manager, I didn’t have that. I had all kinds of information and reports that were on my desk every single day, but I didn’t have a way to take that information and put it into a methodology. This course does that.” Petz believes anyone in the industry can benefit from the program.
“Employee management, inventory management, learning how to set goals and budgets—all of that is as valid for a paint store as it is for a farm and ranch store or lumberyard,” he says. “This course is about finding advantages to improve your business.”
The deadline to apply for the 2021 class session is July 1.
Explore Your Options
Visit YourNHPA.org/membership to learn more about additional training and other member services.
Build a Positive Work Culture
Find the activity “Serving Diverse Customers” at YourNHPA.org/trainers-toolbox
ONE COMPONENT OFGREAT customer service is treating all customers with respect so anyone feels welcome at your business. And sometimes that takes a little training. You can help employees learn how to respond to unknown situations by giving them sample scenarios to work through.
This month’s Trainer’s Toolbox activity, “Serving Diverse Customers,” guides learners through three possible scenarios they could encounter in a retail environment. Specifically, these scenarios focus on helping employees understand how to serve diverse customers and create a culture built on respect for others.
Get a Free Business Analysis With This Year’s Study
Participation in the Cost of Doing Business Study is free, easy and confidential. To learn more or get started, visit YourNHPA.org/codb.
SUBMIT YOUR INFORMATION TODAY forNHPA’s 2021 Cost of Doing Business Study This financial benchmarking tool delivers data and insights that allow retailers to increase profits and strategize for their financial future and success. By participating in the study, you’ll receive a free copy of the study along with a personalized financial analysis of your operation with ratios and other financial tools. See Page 43 for a quick way to submit your information online.
Access Affordable Insurance
For information about the NHPA Health Insurance Program, visit YourNHPA.org/health-insurance
DID YOU KNOW you have access to affordable group health insurance through your association? The NHPA Health Insurance Program, managed by Custom Benefits Insurance Group Inc., is a group health insurance plan that allows independent operators to access benefits at lower rates due to the volume of retailers who participate in the nationwide program.
OPERATIONS
The DIY Factor
Get more insight from Venveo on how DIYers are shopping by visiting hardwareretailing.com/diy-2021 TRENDS
Home Builders At Home With
UNDERSTAND THE RETAIL NEEDS OF IN-DEMAND PROS
MARKETING FIRM VENVEO teamed up with The Farnsworth Group to survey 101 residential contractors on how their shopping patterns have shifted in the past year. The results offer valuable insight into what pros need. As monthly home starts hit their highest h
Home builders have a digital focus.
Currently, 43 percent of home builders purchase home improvement products online for delivery or store pickup, much higher than in years past.
PUT IT TO USE
If you don’t already, speak to your wholesaler about incorporating e-commerce options on your website.
New brands are gaining traction.
Data indicates about one-third of home builders have tried a new brand of product in the past year. Many switched because of product availability.
pace since 2006, understanding their needs can put you one step ahead of your competitors.
PUT IT TO USE
Product availability is key. Communicate your inventory accurately and immediately to gain customers’ trust.
Your website helps home builders find products.
Home builders are looking for new brands, and 64 percent of them use supplier or retailer websites to find them. About 80 percent found products on YouTube.
PUT IT TO USE
Use your website to feature YouTube videos to drive engagement—and discovery—across your online platforms.
Source: Venveo/The Farnsworth Group
NAVIGATE YOUR MARKETING PROGRAM
Create a destination no matter where your customers travel
With the PRO Hardware and Farm Mart programs, independent retailers can create an omnichannel marketing program that will capture customer attention no matter how and where they choose to interact with your business. With a wealth of resources from the mobile program and social media content to store signage and print advertising, customers will recognize your brand in their timelines, on their phones and as they navigate your store in person.
The PRO Hardware and Farm Mart programs guide you through the available marketing tools so you can create a program that makes your business the destination for your community and beyond.
Learn more about the PRO Hardware and Farm Mart programs by contacting Katie Westervelt, Advertising Manager, at 303.792.3000 or katie.westervelt@pro-group.com
Find us online at www.prohardware.com or www.farmmart.com.
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 them.
Automotive Cleaner
Diamond Shine™ Automotive Cleaner was invented for car restoration and detailing professionals. It is designed to remove hard water stains from windshields and rust from alloy, chrome and stainless steel. The cleaner also restores glass headlights, cleans mechanic tool sets and polishes. It is also suitable for marine cleaning and can restore brass and chrome hardware, aluminum, fiberglass and marine glass.
DIAMOND SHINE
diamondshinecleaner.com or 833-444-7224
Wire Stripping Pliers
ERGO™ Wire Stripping Pliers feature insulated dual-component handles and an anti-corrosion treated phosphate finish. They can strip copper wire up to 5 mm and are rated for working on live equipment up to 1000V in compliance with IEC 60900.
BAHCO bahco.com
Toilet Flange Repair Ring
Oatey’s Fix-It Repair Ring™ securely repairs broken, cracked or worn-out toilet mounting flanges without replacing the flange. It is compatible with all flange and toilet installations and flooring types.
OATEY
oatey.com or 800-843-7584
Showerhead and Wireless Speaker
Kohler’s Moxie® showerhead and wireless speaker combines full-coverage spray with an IPX7-rated waterproof Harman Kardon® Bluetooth® speaker. The speaker can be used outside the shower, independent of the showerhead, to stream music in any room for up to 9 hours on a single charge. The showerhead features a 2.5 gpm maximum flow rate at 80 psi and the speaker is compatible with the KOHLER Konnect™ app.
KOHLER kohler.com or 800-546-5437
Self-Leveling 3-Point Laser
Equipped with a green laser for enhanced visibility, Empire Level’sSelf-Leveling 3-Point Laser delivers up to four times the brightness of single diode red lasers. Three-point lasers are ideal for plumb-point transfers in floor to ceiling applications. All laser electronics are impact protected with rugged rubber overmold and locking pendulum. It features tripod mounting points, a 125-foot range and rare earth magnets to hold the laser securely on metal surfaces. It includes a carrying case, batteries and is backed by a limited one-year warranty.
EMPIRE LEVEL
empirelevel.com or 800-558-0722
LED Tape
FlexTape™ is a Chip on Board, or COB, LED tape that features diodes directly mounted on a printed circuit board and a continuous fortified coating, creating a flexible, high-density LED lighting strip.
TRESCO LIGHTING trescolighting.com or 800-227-1171
Scented Firestarter
Each Down To Earth Firestarter package contains 10 firestarter pods suitable for use in fireplaces, wood stoves, campfires and more. They replace kindling and are available in cinnamon, citronella, s’mores, maple bacon, whiskey woods, redwood forest and fresh cut pine scents.
NORTHERN LIGHTS CANDLES northernlightscandles.com or 800-836-8797
Door Hinge Tool
Hinge Hero is designed to be used with spray lubricants on residential door hinges, directing the lubricant between hinge seams while containing the overspray in the tool and eliminating oily spray and drips on doors, walls, woodwork and floors.
PRACTICAL PRODUCT SOLUTIONS practicalproductsolutions.com or practicalproductsusa@gmail.com
Magnetic Pick-Up Tool
Magnetic Pick-Up Pal™ picks up nails, nuts, bolts, screws and scrap metal up to 65 pounds. It includes a sturdy 35-inch steel handle to reach under vehicles, workbenches and tables.
MASTER MAGNETICS INC. magnetsource.com or 866-867-0941
• Store visitors can shop over 36,000+ popular and specialty window and door parts using the touch-screen online store and printed catalog.
• Choose from a Counter Kiosk station or Floor Kiosk.
• Integrate the touch-screen online parts store with your current website.
• User-friendly kiosk makes shopping for parts simple:
1. Store visitors find the part they need.
2. Add to cart.
3. Enter a credit card, and the part is delivered.
• No need to stock hundreds of regional specialty hardware items.
• Promote this service to your residential and commercial accounts to increase store traffic.
• Small enough to fit on most counters. Floor models are a perfect fit for an end-cap unit.
Counter Kiosk
Floor Kiosk
NEW PRODUCTS
PRODUCTS
See More Products
To stay informed about new innovations and trends, subscribe to the twice monthly Hot Products newsletter at hardwareretailing.com/subscribe
Portable LED Lamp
TURN+ is a wireless and waterproof portable LED lamp inspired by natural light and classic Japanese lanterns. Available in black aluminum, brass and stainless steel, TURN+ features an integrated touch sensor and two types of LED segments. A simple gesture adjusts the light to one of four different gradations ranging from candlelight to reading light to intense light ideal for gatherings.
AMBIENTEC ambientec.co.jp
Construction Long Tape
Crescent Lufkin’s Steel Construction Long Tape features a rugged overmold casing that surrounds the tape for greater protection and has built-in tether points to secure the reel when working at height. An extra-wide, dual-sided end hook increases surface area for a strong grip, and the dual-prong system folds up or down allowing utilization of both sides of the tape. It is available in 100-foot or 50-foot lengths, both with SAE and metric markings.
CRESCENT crescenttool.com or 800-650-8665
Garden Bag
Kangaroo® Garden Bags can be used for pulled up weeds, grass clippings, gathering laundry, storing toys and more. It folds down to 3 inches for space-saving storage. An internal spring pops it open for use. It features sturdy handles and a tear- and mildew-resistant design.
Fiskars fiskars.com or 866-348-5661
LEADERSHIP SERIES
WEBINAR
Diverse Teams Strengthen Your Business
Gina Schaefer, owner of 13 hardware stores in Maryland and Washington, D.C., offers insights on leading diverse teams in a webinar available at YourNHPA.org/webinars
Welcome Work AT
HOW ENCOURAGING DIVERSE TEAMS HELPS PEOPLE AND BUSINESS THRIVE
BY KATE KLEIN
Prospective employees at Wankel’s Hardware in New York are asked an unusual interview question: “What is your American dream?” The question is important because store owner Katherine Wankel’s goal is to provide jobs that she considers to be launch pads for immigrants. Pursuit of social justice and inclusion are part of her company’s mission.
At Dale Hardware in Fremont, California, the question, “What is your preferred language?” is an optional application question most job applicants choose to answer. Candidates don’t have to speak English to get jobs at the store, though speaking multiple languages is a plus for serving the varied customers in Fremont.
Improving diversity in hiring and engaging in practices that actively oppose racism continue to be growing topics of national discourse in the U.S., but providing safe places for people of many ethnicities and cultures to work and shop has been a significant priority for retail businesses like Wankel’s Hardware and Dale Hardware for many years.
Leading an inclusive multicultural team is an integral part of serving a diverse community well. Meeting the needs of a multiethnic community includes employing people who reflect the demographics of the area and listening to diverse employees’ feedback on how they need to be supported and can better serve customers.
Read on to learn how Wankel’s and Dale Hardware have taken intentional steps to serve diverse people.
STRENGTH IN DIVERSITY
At Dale Hardware, hiring local residents means a diverse workforce that relates to a variety of cultures in the area.
Front: Sarah Sammons (left) and Dolores Munoz
Rear (from left): Chris Beresford, Fernando Valladolid, Armon King, Anderson Dang, Antonio Aniciete
BETTER TOGETHER
Dale Hardware has developed a strong team of diverse employees, including cashier Dolores Munoz, who collaborate well and share new ideas for improving the ways the store serves customers.
Responding to Change
When Dale Hardware first opened in 1955, its all-white staff reflected the demographics of the Fremont community.
About 40 years later in the 1990s, the community population began to shift and progressively became more diverse. Now, more than half of local residents are Asian, and the store’s 85 employees represent 20 different countries.
“The Bay Area is a melting pot of so many different nationalities and so many languages,” says Chris Beresford, who serves as the store’s training coordinator. “We’re hiring from a very diverse group of folks.”
The store’s white workers still make up a majority of the team, but about 30 percent of the employees are Hispanic and 22 percent are Asian. English, Spanish, Mandarin and Hindi are employees’ most commonly spoken languages.
Hiring a diverse group of employees came somewhat naturally for Dale Hardware; as the community changed, so did the ethnicities of many of the store’s job applicants. However, the operation went beyond just hiring people from different cultures and took intentional steps to recruit and welcome a variety of employees. They created recruitment commercials for a local Chinese-language TV station, hosted a multicultural barbecue, set up a booth at a Chinese New Year’s festival and published ads in Spanish.
Purposeful Hiring
Wankel’s Hardware has been in business in New York City since 1896, but the store got a new mission in the 1970s that has diversified its employee team and customer base.
The owner, Katherine, wanted to fight social injustice and considered pursuing a career outside of the family business doing service work.
Then she realized she could use the hardware store as a powerful tool for good. She began developing relationships with organizations that help refugees resettle in the U.S., aid people with disabilities gain work experience and help place ex-offenders in jobs after being released from prison.
Fifty years later, Wankel’s Hardware has a long record of providing foundational work experience for people starting new lives—especially immigrants and refugees.
“It’s our responsibility to help new Americans get settled here, establish their roots and make sure they have opportunities just like the rest of us,” vice president Sean Wankel says.
The 2,500-square-foot store has a staff of eight people that has looked very different over the years. A map in the store is marked with the 40 different countries from which employees have emigrated during the past half century.
Employing diverse people allows Wankel’s to serve very specific populations. In fact, staff from the French consulate’s office in New York shop at the store because Wankel’s has employees who speak French.
Building Diverse Teams
Both Dale Hardware and Wankel’s Hardware have built their diverse employee teams by developing hiring practices that make their operations welcoming to a variety of people.
But the traits they look for in job candidates are universal. They want to hire workers who are trustworthy and accepting of people who are different from them, and who have strong work ethics and friendly personalities.
The organizations Wankel’s Hardware works with to recruit immigrants prescreen job candidates for the store, but hiring decisions are made by store staff. Employees’ fit within the business has to do with company culture, not outside cultural factors, Sean Wankel says.
Customers notice the employees’ good attitudes and the store’s positive culture, he says.
5 Tips for Creating a Welcoming Culture
1 | Practice fairness.
Create training programs, opportunities for advancement and rewards for good performance that demonstrate that every staff member is equally valued. Find ways for every team member to earn recognition. Celebrate employees equally on their birthdays, for holidays and when they accomplish work goals.
2 | Choose well-suited mentors.
Recruit experienced employees to serve as mentors for new workers. Link mentors based on characteristics that make them a good fit with new hires. At Dale Hardware, a seasoned staff member mentored a new employee who had the same learning disability as the experienced employee’s child. The fit helped the new worker thrive. A shared first language could be another reason for linking a mentor with an employee in training.
3 | Ask for diverse ideas.
One of the key benefits of having a diverse workforce is creating a culture where employees share and appreciate diverse ideas. At Wankel’s Hardware, new and creative ideas for merchandising often come from employees who are new Americans.
“The employees who are refugees are generally very positive because they’re happy they were able to escape war or famine or other hardships,” he says. “That positivity influences the rest of the staff. I’m frequently told we have a very upbeat store environment with smiles all over the place.”
At Dale Hardware, diversity has made the culture more inclusive and the employee turnover lower. It has also increased the whole team’s creativity by allowing the company to incorporate unique ideas. For example, the store has an employee who owned a dollar store prior to moving from Mexico to the U.S. He has thoroughly reorganized and improved the hardware department.
“We’ve realized, as the sense of community grows within our store among people with diverse backgrounds, that everyone feels valued. Employees feel accepted when they see other people like them here,” Beresford says.
4 | Be protective of your team.
Watch for customers and vendors who disrespect your employees. People with disabilities and refugees can be more vulnerable to harassment and may also be less likely to report it to their bosses. Be proactive to create a culture where it’s safe to report any instance of harassment. “It isn’t right for anybody to be disrespected, especially in our workplace,” Sean Wankel at Wankel’s Hardware says. “If you don’t have open communication and trust, there are going to be difficulties.”
5 | Encourage small team projects.
Build teamwork by asking different employees to work together on small projects that require them to communicate about goals and collaborate. The sense of accomplishment team members feel when they complete a project together helps employees bond with each other.
Nurturing Inclusion on Your Team
Diversify your marketing. Find out what local TV, radio, newspaper and other media sources operate in your community in different languages. Learning what’s available may be as simple as asking your employees what TV stations are their favorites in their preferred languages. Dale Hardware’s staff identified where to advertise and then had two employees who speak Mandarin appear in a commercial on the Chinese TV station.
Use technology for quick help. When communicating with co-workers or customers who don’t fluently speak your primary language, use a mobile app to help translate what they’re asking and what you need to say. Dale Hardware employees have used apps such as Google Translate and Apple’s Translate.
Make your store environment inclusive. Adding directional and product department signage in all of the languages spoken locally makes your store more shoppable and welcoming for customers who don’t speak English as their first language.
Communicating Across Cultures
The greatest challenge of leading a diverse team is communication, according to Wankel. Language can be a barrier, and so can differing understandings of customer service and misinterpreted task instructions.
“When working with new employees from diverse backgrounds, you need to communicate a task and an objective, and then verify they understand the objective by confirming it with them,” Wankel says. “American customer service can be very different from customer service in other cultures, so you need to start from scratch and communicate what you want the customer to experience when they come here and focus on that consistently.”
Missed social cues and misunderstood body language and tones of voice can all contribute to miscommunication within a team.
Providing hands-on product knowledge training, having new hires shadow experienced staff members for the first month on the job, practicing customer service skills in role play activities and providing training refreshers over time all help get the whole team on the same page about job expectations.
Asking employees to overcommunicate and give each other the benefit of the doubt if their feelings get hurt are important, too.
“Communication is an issue in most environments, no matter what,” Wankel says. “Most of the time that’s solved very easily and it’s not a frequent problem. If somebody feels slighted by something, the problem wasn’t necessarily what the other person was trying to communicate. I ask people to take an extra step so there’s full communication. If you feel slighted, go further and ask, ‘Is this what you meant? Because it made me feel this way.’”
“If you have a group of like-minded people, you’re probably going to generate the same or similar ideas. If you have people with different backgrounds, it helps you be more innovative and creative with things.”
—Chris Beresford, Dale Hardware
Accommodating different languages or types of communication, especially if it requires translation help from a mobile app, takes effort that improves business overall, Beresford says.
Dale Hardware has been able to rely on its diverse staff to grow its customer base. For example, the multicultural team has expanded the store’s ability to serve Chinese customers who only speak Mandarin and reach Spanish speakers through Spanish language advertising.
“We realized having a diverse team is a challenge that is worth having because it’s so rewarding. If you have a group of like-minded people, you’re probably going to generate the same or similar ideas. If you have people with different backgrounds, it helps you be more innovative and creative with things,” Beresford says. “I’m really big into the idea of inclusivity for everybody and giving everyone a fair chance and an opportunity to give jobs their all.”
WORLD-CLASS SERVICE
Wankel’s Hardware has employed people from 40 different countries over the last 50 years, including current employee Sembetu Kidane who is a refugee from
Ethiopia.
Chris Beresford
PODCAST Expert Opinion
On the latest episode of “Editorially Speaking,” Melanie talks to Zarmeena Waseem from the National Cyber Security Alliance. Listen at YourNHPA.org/es-pod
Bytes Back WHEN TECH
HOW 2 RETAILERS RESOLVED RANSOMWARE ATTACKS
BY MELANIE MOUL
It’s 6 a.m. on busiest sales message makes says: “I think we’ve been hacked.”
You blink a few In fact, it’s a waking (SMBs), cybersecurity more
According to a of SMBs that increased 59 percent the incidents, with attacks doubled from goes to print, today's operations at Colonial
t on the Friday before Memorial Day. You anticipate it will be your ales weekend of the year. A text pings on your phone, and the makes you bolt upright in bed. It’s from your IT staff member and it hink we’ve been hacked.”
fw times just in case you didn’t read it correctly, but it isn’t a dream. If king nightmare, and for many small-to-medium-size businesses curity incidents are becoming more common. 2019 report from business insurance company Hiscox, the proportion f hve experienced a cybersecurity event, like a data breach or hack, cent in one year. And the COVID-19 pandemic has only accelerated h th cybersecurity firm Check Point Research reporting that ransomware bldfrom the second to the third quarters of 2020. Even as this article day's headlines feature the ransomware attack that severely impacted lonial Pipeline, which supplies fuel from Texas to New Jersey. ng pages, read two stories from retailers who have come out on the other sd are attacks at their operations. These retailers are sharing their stories nt their peers to know that this industry is not immune to cybersecurity e presenting their experiences anonymously at their request, but these al and occurred within the last year to 18 months.
On the following retailers side of ransomware because they want incidents. We are stories are factual
To Pay or Not to Pay
Making a Choice Before You’re Hacked
Hardware Store X had a team of professionals acting quickly to find the source of the breach and to negotiate with the malicious actors to regain access to their network. The core of that negotiation was to determine the price of the ransom Hardware Store X would pay—through their insurer—to get their data back. But paying the ransom isn’t the only option, and it’s something Hardware Store X owner Greg* says he may do differently next time.
“Before you even get into this situation, you have to make a decision about whether you’re going to pay a ransom or not,” Greg says. “There’s no right or wrong answer, but if you’re going to go the way of paying the ransom, it underscores the need of having the right type of insurance.”
On the other hand, Greg says, there’s a good reason to not pay a ransom.
“The ransoms are getting more expensive because more people are paying them, and in turn, it’s feeding the industry,” he says. “Our industry is pretty fiercely independent, and I think most people wouldn’t want to support an industry like that by paying ransoms. I like that mindset.”
So what is the key difference when you are deciding whether to pay a ransom?
Backups, Greg says.
“As a small business owner, you need to double down on data backups if you decide you’re not going to pay,” he says. “You have to do the basics no matter what. Require strong passwords, use two-factor authentication. But then you have to take your backup strategy to the next level.”
OPERATIONS
Know the Beast
Learn the different types of malware and viruses that your operation could be vulnerable to at hardwareretailing.com/breach
Your Worst Wake-Up Call Yet
That Friday morning scenario is how it really started for the head of IT at Hardware Store X, who we will call Tim. Upon reading the text message, and after notifying the store owners, he rushed to the main office. The IT employee had found a note in the system that demanded payment in order for the company’s data to be returned.
Tim’s first step was to unplug the firewall.
“The firewall is the connection to the internet, and not many people think about that hardwired connection,” Tim says. “Most people think to turn their computer off, but when you do that, you can permanently corrupt the server, and when you restart, your files will be inaccessible because they will all be encrypted.”
Turning off the internet connection breaks the access point for the hackers so the type of virus or malware they’ve installed can’t communicate with its directors anymore, he says.
His next step was to contact the insurance company. In this case, Hardware Store X’s insurance company coordinated a loss firm, a security agency and a negotiator. Their insurance policy made this multipronged response possible.
Learn more about how to protect your data at hardwareretailing.com/backups
*Not his real name
“I was so appreciative that we had an insurance policy that covered us. Not only for the financial coverage, but also for the expertise,” Tim says. “We would have jumped into this situation not knowing where to start. They held our hand for the entire process.”
The teams were on the project within two hours of Tim making the call. The security company immediately started going through the network, figuring out what had happened and when. In addition to identifying the entry point—where the hackers got into the system—the security company was also looking to see what data was impacted, in case Hardware Store X would need to notify customers or employees of the breach.
In this case, the hackers found an insecure username and password that allowed them access.
“There are a number of different ways to get ransomware,” Tim says. “For us it was a brute force attack: They found a hole in our firewall and kept trying usernames and passwords until they found one that worked and were able to break into it.”
Although this was a serious cybersecurity incident, the hackers weren’t able to access sensitive information.
“While they did encrypt some important files, they didn’t get any customer, employee or credit card information,” Tim says. “Nothing was stored where they could access it. We felt good about that because we didn’t have to notify our customers that there was an incident.”
In addition to not needing to tell customers because there was no threat to data, Hardware Store X owners also only told a handful of employees who were critical to the recovery effort.
“We didn’t know what was going on right away, so only the owners and the IT team were informed,” Tim says. “We notified our stores and the staff members who were working remotely that we were having network issues at the main office. We didn’t want rumors starting or anything to get out to customers.”
The Impact
Although the incident occurred ahead of Hardware Store X’s highest sales weekend in company history, fortunately there was little interruption on the customer side. One significant effect was on e-commerce because the communication with inventory systems was down.
“We chose to shut down our ordering system so our IT team could focus on getting us out from underneath the ransomware,” Tim says. “We put a notice on our website that the online ordering system was down so customers wouldn’t try to place orders.”
TheResolution
As the security team learned more about the hack, they were able to determine the organization that was behind it.
“Our team had dealt with this group before, and they were able to confidently say that if we paid the ransom, there was a good chance our files would be restored,” Tim says. “One of the fears is that you pay the ransom and they ask for more money or don’t give you the decryption key.”
After nearly an entire day of negotiations, both groups agreed on a ransom amount. The hackers asked for payment in bitcoin, a type of cryptocurrency, which is commonly used in ransomware incidents.
Once the ransom was paid, the hackers sent over the decryption software, and IT staff members got to work recovering their data.
“Decrypting took about five days,” Tim says. “We tore apart our firewall and rebuilt it. It took us a while to get everything back into place.”
“The key is to mitigate the risk and come up with better systems to create less of an impact on operations and protect sensitive data.”
TheAftermath
Since the incident, Hardware Store X has made some changes to operations and systems to enhance security and make it more difficult for hackers to gain access.
“We added in endpoint detection-and-response software on every computer,” Tim says. “It’s a system that is managed 24/7 by a security team that looks for unusual activity and can stop anything before it happens.”
Additionally, they have improved the strength of passwords and implemented two-factor authentication (2FA) for anyone to access the VPN or email. Anyone who logs in needs to confirm they are who they say they are on a separate device before logging in.
Tim says they didn’t think their company was at risk five years ago, but the environment has changed a lot in that short period of time.
“Everybody’s at risk. I think we’re still at risk. You can do whatever you want with security and still be attacked,” he says. “The key is to mitigate the risk and come up with better systems to create less of an impact on operations and protect sensitive data. Having off-site backups is critical because those could make it so you don’t have to pay a ransom.”
Before the Hack
3 Steps You Can Take Today to Protect Your Business
Confirm your insurance coverage. Both Hardware Store X and Y had insurance, but it’s important to confirm you have the right type of coverage. Hardware Store Y had cyber insurance, but ransomware wasn’t part of their package, which means their insurance didn’t cover the actual cost of the ransom. Talk to your insurance broker to be sure you have the right protection.
Enact password security. One key way malicious actors find their way into vulnerable systems is through weak passwords. Such was the case for the Hardware Store X, which had an administrator username and password that was easy for the hacker to guess. Two-factor authentication (2FA) helps mitigate hacking because it requires a person to confirm their identity on another device before they can log in. Requiring strong passwords, regularly changing passwords and employing 2FA will help make your system more secure.
True or False?
Test your team’s knowledge about cybersecurity with the questions at hardwareretailing.com/cyber-faq
CASE
STUDY 02
Not Just Another Day at the Office
On a Friday last fall, Hardware Store Y president Paul* got in the office early and something wasn’t right.
“I couldn’t log into my email, and our ERP systems weren’t working,” he says. “Usually when there’s an IT issue, I text our IT team, but this time I called them. My director told me it probably wasn’t too bad because everything was down. Then he discovered the ransom note the hackers had left in our system.”
The hackers were asking for more than $1 million for Hardware Store Y to recover their data. The IT staff did an internal assessment to determine what areas had been breached, and they discovered the hackers had deleted their data backups.
“We thought we were fine because we had remote, robust backups,” Paul says. “Except they were accessible by administrators, which is how the hackers got into them.”
Paul called his insurance company and discovered they had cyber insurance and kidnapping and ransom insurance, but not ransomware insurance. It was going to cost an additional $70,000 for the security team to determine the entry point, identify the hackers and address the situation.
Talk about the risk internally. With cyberattacks on small-to-medium size businesses only becoming more frequent, experts say it’s not about if your business will be breached, but when. Be sure everyone on your executive team and key managers understands and agrees on the risk to your operation. Buy-in from every decision-maker is critical to protecting your business.
“Because the hackers had deleted our backups, we didn’t have any other option,” Paul says.
The security team worked all day Friday to determine how the hackers had entered the system. An employee had downloaded a PDF from their personal email account they accessed on a company device on their lunch break. The PDF executed a program that allowed the hackers to access the network, where they made their way into Hardware Store Y’s admin accounts, where Paul admits password security was lacking.
*Not his real name
The Impact
Fortunately, customer-facing data and operations weren’t significantly affected. However, the hackers accessed extremely sensitive company and employee information, including tax returns and human resources documents.
“As part of their ransom demand, the hackers were threatening to release that information on the dark web, which presented a lot of liability for us,” Paul says.
Despite the hackers having that data, Paul says they felt their employees’ information was secure because the payroll system wasn’t hosted on-site.
“The number of impacted employees was low, but we did tell our team there were some minor breaches, and we talked to those people individually,” he says.
Hardware Store Y offered all employees a Lifelock subscription to give them an extra level of security, and about 40 percent of employees took that opportunity. There have been no flags or concerns that have arisen for those who opted into that program.
Although customer data wasn’t impacted, Hardware Store Y sent a letter to customers explaining the breach and the data that was impacted.
The Resolution
Paul gave the negotiations team a budget for the ransom, and they spent Saturday into Sunday attempting to strike a deal. While many hacking organizations are well known to negotiators, this group apparently had broken off from a main organization. The negotiations team didn’t have confirmation they would follow through with their end of the deal upon receiving the ransom payment.
“What’s important to note about these organizations is that they are professional criminals,” Paul says. “They research companies that are vulnerable but that also have the ability to pay ransoms. They refer to you as their ‘clients’ and they have help desks that walk you through the decryption process.”
The final ransom amount totaled nearly $800,000, and the hackers showed proof that they deleted the files, but Paul says there’s no way to know if they made copies.
After receiving the decryption key, Hardware Store Y hired extra IT staff to come in to help unravel the damage, a process that took about a week to complete.
The Aftermath
This incident occurred about nine months ago, and Paul says they just recently wrapped up the last step, called an “extermination event.”
“The difference between those who pay and don’t pay ransoms is secure backups.”
“We couldn’t guarantee they were completely out of our systems until we reset everyone’s user ID and password, as if they were brand new,” Paul says. “We were fortunate throughout the entire process that we were able to do business and never missed a delivery, but it took about six months to get through everything.”
And now there are systems in place that are intended to prevent another hack of that magnitude.
“In order to get ransomware insurance, we needed to have systems in place to prove we were doing everything we could to prevent another attack,” Paul says.
Hardware Store Y upgraded security, including adding what is called endpoint detection software. The programs are monitored by professionals and detect unusual activity on a network within minutes. They also implemented 2FA to access the company VPN and the backups.
“The difference between those who pay and don’t pay ransoms is secure backups,” Paul says.
In addition to enhancing password security, Paul recommends investing in a password management system, and not keeping company passwords in a spreadsheet on the network. Limiting internal access to sensitive documents is critical, too, Paul says.
“You have to segregate sensitive data. The HR folder was secured with a password, and it was still stolen,” he says. “Just don’t keep HR data in a place where people can find it.”
Finally, security only works when people understand the risks and how the systems work. Work with your IT company or even your insurance company to set up training for your whole organization so everyone understands the risk.
Paul says these decisions need to be made and monitored by members of the executive team, not just relegated to your IT staff or vendor.
“Do not just go to your IT team and ask them if your business is safe,” he says. “As the leader of your organization, you need to be consulting with experts and following up to make sure your systems are protected.”
Celebrating Our Pets
See our list of informal pet holidays you can use to creatively market pet products at hardwareretailing.com/pet-holidays
Pampering OUR PETS
Tips for Growing Sales in Pet Products
BY LINDSEY THOMPSON
From puppies to parakeets, cats to chameleons, gerbils to goldfish, we love our pets. A look at anyone’s social media feed proves how devoted we are to our animal companions, but the numbers speak loudly as well. The American Pet Products Association found pet owners spent $103.6 billion on pet-related products in 2020. The organization predicts sales for 2021 will grow 5.8 percent, well above the average annual growth of 3 to 4 percent. It can be daunting for home improvement retailers to compete with specialty pet stores and online retailers, but there is a place for your operation in this lucrative category. Read on to discover best practices for adding pet items to your inventory, including what products to start with and how to train employees in this specialized area. And visit hardwareretailing.com/pets to learn how to welcome pets into your store and special services you can offer pet owners.
Spending on Pets By Category
In 2020, pet owners in the U.S. spent $103.6 billion on pet products. Here’s a breakdown of spending by category.
Source: U.S. Pet Industry Spending Figures & Future Outlook, American Pet Products Association
Start With the Basics
Since it opened in 1988, Franklin Hardware and Pet in Chambersburg, Pennsylvania, has been carrying pet products. Lindsay Deaven, assistant manager, says the store owners saw an opportunity to provide local farmers es not only for their farm animals, but also ets.
“High-turn dog foods with brand recognition get people in the door, and I think a small animal section is key,” Deaven says. “Toys for small animals and treats have a high margin and are a good way to balance the low margins of dog and cat food.”
with supplies for their pets.
“The store Franklin Feed “What began into 30,000 hardware and Of that 30,000 is dedicated to products for pets, wildlife and livestock. Franklin Hardware domestic Franklin overnight; it size and scope products should launching a carrying a brand that is middle of the road in price and has brand recognition. items pet owners
e opened to complement the already existing ed and Supply Co.,” Deaven says.
n as 9,000 square feet of space has morphed 0 square feet of space for lawn and garden, nd anything pet under the sun.”
0,000 square feet, around 10,000 square feet d to products for pets, wildlife and livestock. ardware also has sections for live small animals, brds, reptiles and fish.
Hardware’s pet department didn’t evolve t has been a labor of love building it to the ope it is today. Retailers looking to get into pet hould start simple too, Deaven says. She suggests pet product section with dog and cat food, brand that is middle of the road in price and decognition. She also recommends carrying core wners need like puppy pads, treats and collars.
Equip Your Employees
With its large selection and variety of pet products, it’s important for Franklin Hardware to employ workers who can educate customers on the different products. Hiring employees who share a love for pets is also helpful for building relationships and trust with their pet-loving customers.
Deaven leads employee training on new products and trends, utilizing sessions offered by pet product manufacturers. She also recommends using these companies as resources when starting out in the pet product business, as most are willing to send retailers planograms and provide staff who can help with product merchandising.
“Most of the major brands have really good people working for them who are willing to give you help,” Deaven says. “You can tell them you have 3 feet of space, and they will tell you what products you need in that space.”
CHECKOUTS
OUTREACH
Share Your Stories
Send your merchandising tips, event recaps, employee morale boosters and other stories to editorial@YourNHPA.org
Managers from Morton Lumber Co. in Borger, Texas, post their cellphone numbers on the company’s Facebook page when the area experiences severe weather so customers can turn to the business for emergency help at all hours of the day and night.
Accepting Emergency Calls
MANAGERS MAKE EFFORT TO HELP COMMUNITY AROUND THE CLOCK
The managers at Morton Lumber Co. in Borger, Texas, make themselves available to all customers 24/7 for emergencies.
WHEN TEMPERATURES DROP below freezing for several days or storms damage buildings, general manager Jason Wright and other staff members post their personal cellphone numbers on the store’s Facebook page with reminders that customers can call if their water pipes burst or they face other emergency situations outside regular business hours.
Customers rarely call in the middle of the night, but when they do, it’s because the help they need is really urgent, Wright says. He usually lists three different employee cellphone numbers on Facebook so customers can call a different manager if he isn’t available to meet a customer quickly at the store.
Customers, even if they never need to make an emergency call to Morton Lumber, tell employees they appreciate the managers’ willingness to help around the clock.
“It’s been really good because people see that we’re here for the community and we’re here to help out in times of need,” Wright says.
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Donating Safety
During the early months of the COVID-19 pandemic, Burney True Value Hardware in Aberdeen, North Carolina, partnered with a company that builds acrylic kiosks to help protect health care workers. Burney True Value donated plexiglass and other supplies and Meridian Kiosk used the materials to build protective boxes, which health care workers used as barriers to protect themselves from germs while intubating patients.
Calling Future Homeowners
Charlston Austin, co-owner of Ace Hardware South Fulton, is working to establish his store as a community resource in South Fulton, Georgia. Offering an event about homeownership was a way to invite area residents into the store and connect them with a local financial adviser and a local real estate agent who could share knowledge and answer questions. Austin was available to answer questions about home maintenance. The event allowed attendees to learn about financing, buying and maintaining a home.
Burney True Value Hardware donated the plexiglass for local health care workers to use as protective barriers.
Community members gathered at Ace Hardware South Fulton for a small in-store event about home ownership.
L.A. True Value Hardware owner Art Eickhoff enjoys gardening on the side, so he brings vegetables he grows to the store in Kansas City, Kansas, to sell. Customers not only get to buy fresh locally grown produce at the hardware store, but they also get to admire Eickhoff’s gardening achievements, such as growing a sweet potato the size of his own head.
When you participate in the Cost of Doing Business Study, it can help you to identify future financial opportunities and set goals for your business. It’s free, easy and confidential. Scan the QR code or visit YourNHPA.org/codb to submit your information online.
Participate by June 30 to get a free copy.
“It’s by observing change in any metric that you can diagnose problems in your business and find ways to correct them.”
Jim Robisch | The Farnsworth Group
Cost of Doing Business Study
NETWORK Make a Plan Visit YourNHPA.org/cal to find more industry events online. CALENDAR
Industry Events
To add your event to the industry calendar, send an email to editorial@YourNHPA.org.
3M 3 3M.com
Ames Research Laboratories 20 amesresearch.com; 888-345-0809
Benjamin Moore 5 benjaminmoore.com
Brushtech, Inc. 22 brushtechbrushes.com; 518-563-8420 Combilift 21 combilift.com; 877-266-2456
Do it Best Corp. 12-13 doitbestonline.com; 833-800-5906
Eco Wood Treatment 44 ecowoodtreatment.com; 888-738-5516
Generac Corp. 11 generac.com; 888-436-3722
The Hillman Group BC hillmangroup.com; 360-600-0760
MARS 41 coastair-ac.com
Midwest Fastener Corp. IFC-1 constructionscrews.com; 800-444-7313
NHPA Cost of Doin Business 43 YourNHPA.org/codb
NHPA Podcasts 11 YourNHPA.org/podcasts
NHPA Retail Management Certification Program 47 YourNHPA.org/rmcp
Norton Abrasives - Clipper 9 nortonsga.us/clipper; 800-551-4415
Norton Abrasives - Tekbond 7 nortonsga.us/tekbond; 800-982-0237
Orgill Inc 48-IBC orgill.com; 800-347-28606
Paladin Data Corp. 45 choosepaladin.com; 541-803-6060
PRO Group Inc. 17 prohardware.com; farmmart.com; 303-792-3000
Shurtape Technologies 24 frogtape.com/orange; 800-321-1733
Strybuc 23
LAST WORD
OPERATIONS
The Key to Diversity
Learn first steps you can take toward creating a diverse workplace at hardwareretailing.com/diverse-workplace
Diversity Pays
HOW EMBRACING DIFFERENCES IMPROVES THE WORKPLACE
THERE ARE MANY ADVANTAGES to having a diverse workplace. Here’s what you can expect when your employees have a variety of backgrounds and perspectives.
Better Customer Service
People feel comfortable shopping in a place where the employees look like them. Practically speaking, employees understand the language and the culture of the people shopping there.
Improved Business Performance
Companies with inclusive cultures are twice as likely to meet or exceed financial targets and eight times as likely to achieve better business results.
Source: Deloitte
Enhanced Creativity
When employees have a diverse set of backgrounds and experiences, they are likely to be more creative in solving problems and initiating innovation.
Top Talent
A survey showed 76 percent of job seekers and employees say a diverse workplace is an important factor when evaluating job offers. Employers who don’t make an effort toward diversity could be missing out on quality workers.
Source: 2020 Diversity and Inclusion Workplace Survey, GlassDoor
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