Hardware Retailing February 2023

WHAT ARE YOU DOING IN AUGUST?

OUR BUSINESS

Orders received, picked, and shipped within 24 hours

50,000+

ITEMS

It’s faster to list the items we don’t carry

HEADQUARTERS

CONNECTIONS Follow Us Online

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

EXECUTIVE VICE CHAIRMAN

Jackie Sacks, Round Top Mercantile Co., Round Top, Texas

DIRECTORS

Alesia Anderson, Handy Ace Hardware, Tucker, Georgia

Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri

Ned Green, Weiders Paint & Hardware, Rochester, New York

Scott Jerousek, Farm and Home Hardware, Wellington, Ohio

Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia

Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon

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

Business

Planning for the future of your business can be daunting but is imperative to its longevity. Next month, gain insights into business transition strategies from sellers and purchasers who have successfully sold a business and learn what the process was like for both sides.

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 $50/year. Canada $75/year. All other countries $110/year. 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 © 2023 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.

EXECUTIVE STAFF

PRESIDENT & CEO

Bob Cutter

CHIEF OPERATING OFFICER & PUBLISHER

Dan Tratensek

CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES

David Gowan

EXECUTIVE DIRECTOR, ADVANCED RETAIL EDUCATION PROGRAMS

Scott Wright, swright@YourNHPA.org

EXECUTIVE DIRECTOR, INNOVATION & ENGAGEMENT

Whitney Mancuso

COMMUNICATIONS

317-275-9400, editorial@YourNHPA.org

COMMUNICATIONS & CONTENT MANAGER

Melanie Moul, mmoul@YourNHPA.org

SENIOR EDITOR

Lindsey Thompson, lthompson@YourNHPA.org

ASSOCIATE EDITOR

Carly Froderman, cfroderman@YourNHPA.org

RETAIL TRAINING EDITOR

Jess Tillman, jtillman@YourNHPA.org

GRAPHIC DESIGNER

Autumn Ricketts

GRAPHIC DESIGNER

Olivia Adam

DIGITAL MEDIA SPECIALIST

Kevin Trehan

PRODUCTION MANAGER

Austin Vance

COMMUNICATIONS & PRODUCTION COORDINATOR

Kallahan Beatty

SALES & PRODUCTION ASSISTANT

Freda Creech

MARKETING MANAGER

Julie Leinwand

SALES

DIRECTOR OF SALES & SOUTHERN SALES DIRECTOR

Scott Gilcrest, sgilcrest@YourNHPA.org, 317-508-7680

NORTHERN SALES DIRECTOR

Jordan Rice, jrice@YourNHPA.org, 217-808-1641

ASSOCIATION PROGRAMS

800-772-4424, NHPA@YourNHPA.org

DIRECTOR OF MEMBER SERVICES & EVENTS

Katie McHone-Jones, kmchone-jones@YourNHPA.org

DIRECTOR OF ORGANIZATIONAL

DEVELOPMENT & CONSULTING

Kim Peffley, kpeffley@YourNHPA.org

TRAINING MANAGER & EDITOR

Jesse Carleton, jcarleton@YourNHPA.org

RETAIL ENGAGEMENT SPECIALIST

Renee Changnon, rchangnon@YourNHPA.org

Both Sides of the

In Every Issue

Tech Start Line

Fellow retailers share their road maps for adding technology to an operation, including best practices for assessing your technology needs, where to find technology solutions and how to bring employees onboard.

34

On the Road Again

NHPA’s newest program, On the Road, takes your association across the country and right to your door. Learn about the program and the different trips team members plan to make in 2023.

36

INDUSTRY EVENTS

Amazon Insights

Meet John Rossman, one of the keynote speakers for the 2023 NHPA Independents Conference, taking place this August in Dallas. Learn from this former Amazon executive on how all retailers can innovate for leadership.

40 CATEGORY SPOTLIGHT

Focusing on Fasteners

Fasteners is a category that consistently drives traffic, so investing in it can result in increased sales and more satisfied customers. Discover how to grow and specialize your fastener category with these strategies for success.

Are You Looking To Remodel Your Store?

For over 117 years, House-Hasson has been the wholesale hardware supplier of choice for the nation’s most successful dealers. Why? Because we customize a store solution just for you.

Therefore if you’re opening a new store or need to update and organize your current store, we can help. House-Hasson’s professional set crew team has over 20 years experience setting fixtures and merchandising stores. Whether you’re expanding departments or adding new assortments, we can help with the design, the merchandise selection and then setting your products for optimized selling. They will also set-up interior signage and bin tag your store to suit your needs.

Our professionals will put together a plan and layout that fits the needs of your particular market. If you need fixtures, custom signage, a plan and the people to put it all together, House-Hasson is your answer. Our industry experts work hard to ensure that we design and deliver the programs, products, and services that make you profitable. And isn’t that what it’s all about?

COVER

Stay Informed

Scan this QR code or visit hardwareretailing.com/february to read these stories and more.

Taking Tech Further

As you look to integrate technology into your business, read about what other companies have done, the technologies they use and ways you can build on the technology you already have in place in your business.

What Technology Is Best for You?

From simple to grand, there are various tiers of technology you can incorporate into your business. See how each of these levels might fit into your operation’s goals.

Attend in Person

Join fellow retailers, wholesale partners, service providers and others at the 2023 NHPA Independents Conference on August 2-3 in Dallas. The two-day event will highlight technology and the ways you can use tech to grow your business.

Assessing Tech Needs

Use this employee survey to determine what types of technology your staff needs to be more efficient and productive in their jobs.

Find More Online

TRAINING Investing in Employees

With 41% of employees quitting their jobs last year because they felt underappreciated and underprepared, it’s important to invest in your employees. Learn how NHPA’s online training can help your employees better fulfill their job duties.

PROFILE

Growing Up Hardware

See how one couple built a company from the ground up, raising their children in the business and eventually turning the reins over to the next generation.

EVENTS Watch Our Hype Video

From Google and Amazon keynote speakers to actionable retailer panels and networking, learn why the 2023 NHPA Independents Conference is the can’t-miss event of the year.

Scan the QR code or visit the website below to listen.

YourNHPA.org/conference

DON’T TRUCK AROUND

WORK WITH THE BRAND WHO’S GOT YOUR BACK.

With millions of bags delivered every week and on-the-ground support you can count on, partnering with Sakrete means you spend less time waiting — and more time racking up sales.

Become a Dealer at Sakrete.com/Dealer

Kim Peffley

FROM THE DIRECTOR

Leade rship Lessons

AS A SELF-PROCLAIMED LEADERSHIP JUNKIE, I try my best to find a lesson in everything I do.

A few months ago, I had a dental cleaning. The dentist noticed a barely cracked crown during my visit and mentioned it might become an issue. I scheduled an appointment right away, but then I missed one appointment due to travel changes and the dentist had to cancel two appointments due to Covid-19. Soon, my barely cracked crown became an emergency root canal with severe pain.

So, I found myself at the emergency dentist, heavily medicated and no longer in pain. I used this opportunity to search for the lesson I could take away from the experience. Thanks to a mix of pain relievers and time, I came up with four leadership lessons I learned during my root canal.

Wellness is important. Ignoring warning signs my tooth might be getting worse because addressing it would interfere with my work was a pressure I was putting on myself. As a leader, you must lead by example; it is important to take care of yourself and remember that you matter! Your team will follow your example.

It’s okay to admit that you made a mistake. I messed up and allowed my circumstances to escalate my dental situation. As a leader, don’t be afraid to admit that you are human. It’s okay to fail and make mistakes if you learn from them.

Always be learning. Every step of my emergency dental experience was easy, from booking to completion. They focused on my experience knowing it would be difficult and prepared their team to handle the potential issues that may arise. As leaders, we must prepare our teams for potentially difficult situations, and it is important to think about what tools we give our team to ensure that when our customers leave, they are happier—or relieved of the pain that brought them in. Never wait to deal with an issue—even if problems arise. No one likes to deal with a problematic situation but waiting to deal with an issue will never make it easier; in fact, it almost always makes it more difficult. As a leader, you must step towards the issue and start the resolution process as soon as possible. Waiting or avoiding the problem will only make it worse. So next time you think about avoiding an issue in your store, think about the root canal it may become.

In addition to these lessons, the North American Hardware and Paint Association has a variety of tools—from online classes to in-person training—available for you to explore. To learn more, I’d encourage you to visit YourNHPA.org/training.

Kim Peffley Director of Organizational Development & Consulting

“As a leader, don’t be afraid to admit that you are human. It’s okay to fail and make mistakes if you learn from them.”

Dan Tratensek

Keep an Eye on the Future

THOUGH IT MAY BE a fading memory by now, I am going to ask each of you to try to recall just a few short months ago when you were in the throes of the holiday shopping season.

Okay, are you there yet? Can you smell the scent of hot chocolate wafting through the air and hear the crunch of freshly fallen snow beneath your feet? Yes? Excellent!

Now let me ask you a simple question. What percentage of your holiday shopping—not necessarily buying—at some point involved online research?

In the Tratensek household, I would honestly estimate that 95% or more of our holiday purchases involved some form of online engagement. And, if most households out there are similar to ours, then this is a pretty eye-opening statistic to consider.

In the past several years, we have gone from the occasional purchase being made and some general research being done online to a point where nearly every purchase consumers engage in has roots firmly planted in the digital world.

So, again, even if you are a 50-something person like myself, and even if you are predisposed to the personal interactions offered through face-to-face retail, you have to admit that times have changed.

As someone whom I am assuming has a lot of interest in how the retail world is evolving, I can also surmise that this kind of rapid change in consumer behavior is alarming to you. If it isn’t—it definitely should be!

I also know that you are probably thinking: “I have so much to think about as it relates to running my business; how do I get my mind around all of these changes that are impacting the way I do business?”

Well, funny you should ask.

In about six months, your association will be hosting its 2023 NHPA Independents Conference in Dallas. Technology and its impact on retail will be the primary focus of this two-day event, and it is open to the entire home improvement community.

Keynote speakers for the event will include current and former executives with Google and Amazon, two companies that know a thing or two about doing business online. Add to that insights from leading experts in areas such as cybersecurity and panel discussions from home improvement retailers who are leading the way when it comes to technology, it’s easy to see why this will be a can’t-miss event!

With the new year well underway, we might all like to return to the quaint memories of Christmases past, but it’s becoming increasingly clear that we should only do so if we keep one eye on the future.

For more information about the NHPA 2023 Independents Conference, please visit YourNHPA.org/conference.

Dan M.

Tratensek Chief Operating Officer & Publisher

“Keynote speakers for the event will include current and former executives with Google and Amazon, two companies that know a thing or two about doing business online.”

WHAT ARE YOU DOING IN AUGUST?

As a Do it Best member-owner, you can invite your customers to explore the industry’s largest selection of liquid paints, primers, and sundries.

The Color Bar ™ transforms your paint department into an informative, inspirational customer experience that will keep them coming back.

Add product training and support, exclusive brands, and efficient delivery from our warehouses, and it‘s easy to see how Do it Best can establish your business as the first, best and only choice for paint.

Discover how Do it Best can help you become your community’s paint shopping destination. Call us today at 888-DO-IT-BEST (888-364-8237) or visit doitbestonline.com.

ASSOCIATION

Classes Start Every Month

Visit YourNHPA.org/foundations to get started with courses from NHPA’s Foundations Program.

EDUCATION

5 Online Courses for Leaders in Your Organization

ONGOING TRAINING FOR YOUR MANAGERS and leaders in your organization can make the difference between a profitable bottom line and positive work culture and a slip in sales and high turnover.

NHPA’s Foundations program now offers five online courses for new and seasoned managers in your organization. Courses start every month and offer flexibility for busy schedules, course access for students and mentors and reimbursement opportunities for NHPA’s Retail Management Certification Program. Get started today at YourNHPA.org/foundations.

Foundations of Merchandising Management | Cohort

This course provides students with the strategies and skills to manage merchandising and assortment planning at their stores, including visual merchandising, vendor relations, category management and more. Enroll by March 10 to be part of a retailer group cohort!

Foundations of Mentoring | Self-paced Mentoring is a key component to developing great leaders at any company. This course trains current and future mentors on all aspects of the mentor/mentee relationship and how to serve as a mentor.

Foundations of Leadership: Your Leadership Style | Self-paced In this introductory course, students will learn about their unique leadership style and strengths that will provide a framework for their ongoing leadership growth and career development needs.

Foundations of Leadership: Leading Your Team | Self-paced This course teaches students the critical components of building and leading a team, including communication skills, conflict management, talent development and ongoing performance management.

Foundations of Financial Management | Self-paced Students will focus on the key financial management skills that developing leaders need to manage the financial side of business, including understanding the key drivers to sales growth, the basics of expense control and financial ratios.

AWARDS

Do You Know a Talented Young Retailer?

Visit

The deadline to submit nominations for NHPA’s 2023 Young Retailer of the Year awards program has been extended to Feb. 28. The program is the premier award program in the industry honoring young leaders 35 years old and younger who represent the future of independent home improvement retailing. Selected from different retail categories, honorees are chosen based on criteria such as career accomplishments, community involvement, ongoing education within the industry and extracurricular activities.

Supporting the Future of the Industry

NHPA would also like to recognize the program’s sponsors for their dedication to the future of the independent channel.

RESOURCES Defeating Cyberattacks

Check out the basics of cyberattacks, the ways you can manage data protection and more at hardwareretailing.com/ransomware

TRENDS

STORE SECURE YOUR

WHY AND HOW TO INVEST IN CYBERSECURITY

CYBERATTACKS PUT INDIVIDUALS and companies at risk and threaten the financial security of businesses and the economy. According to Statista, nearly a quarter of the companies that have experienced a cyberattack have lost between $50,000–$99,999. Among the surveyed companies, another 22% reported losing $100,000–$499,999. In a continually increasing technological world, it is important to take the necessary steps to protect your business.

Before the Hack

3 Steps You Can Take Today to Protect Your Business

Stack Up the Stats

19% 1

Confirm your insurance coverage. Having insurance is not enough, it’s important to confirm you have the right type of coverage. Many retailers have cyber insurance, but ransomware isn’t always part of the package, which means the insurance doesn’t cover the actual cost of the ransom. Talk to your insurance broker to be sure you have the right protection.

2

Enact password security. One key way malicious attackers find their way into vulnerable systems is through weak passwords. A guessable username and password can wreak havoc on a business. 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 and protect your business.

3

Talk about the risk internally. Cyberattacks on small-to-medium size businesses have only become 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 understand and agree on the risk to your operation. Buy-in from every decision-maker is critical to protecting your business.

said that ransomware was the cause of the attack, making it the most common cyberattack in 2022.

37% said their organization is fully prepared to prevent cybersecurity lapses and breaches.

39% said their organization is fully prepared to recover from attacks.

48% said their websites were down for 8-24 hours.

59% reported cybercrimes have become more of a priority compared with five years ago.

Source: National Retail Security Survey

Organized Retail Crime 2022, Rackspace Technology®’s Cybersecurity Annual Research Report 2022, UpCity’s 2022 Small Business Cybersecurity Survey.

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.

Cordless Press Jaws

Milwaukee’s RLS® ACR Press Jaws are part of the M18™ FORCE LOGIC™ line of press solutions with the RLS fitting system. These press jaws enable up to 60% faster connections while eliminating the need for nitrogen purges, combustible gasses and expensive silver solder. They’re compatible with RLS braze-free HVAC/R fittings and deliver single press connections on ¼-inch to 1 ⅜- inch sizes. RLS ACR Press Jaws fit M18™ FORCE LOGIC™ Press Tools and M18™ FORCE LOGIC™ Long Throw Press Tools.. MILWAUKEE TOOL | milwaukeetool.com or 800-729-3878

Ladder Accessory

Werner’s Extension Ladder WalkThru™ attaches to Werner extension ladders using a dual-clamping system, allowing users to safely step directly from the ladder onto a roof without stepping out to the side. It improves access to rooftops and provides an ergonomic transition area from the ladder to the roof.

WERNER CO | wernerco.com or 888-523-3370

Freezer Bin

YouCopia’s FreezeUp™ Freezer Bin features six adjustable dividers to create customized compartments that keep frozen foods organized and accessible. Sturdy handles help users slide the bin in and out for quick selection, and the bin is transparent so everything is visible at a glance.

YOUCOPIA | youcopia.com or 888-973-9288

Fashion Wallpaper

York Boho Luxe Wallpaper is prepasted, washable and strippable. Made from York’s Sure Strip material, it features straight match with repeating bohemian-style patterns. Rolls are 27 inches by 27 feet (60.75 square feet).

YORK WALLCOVERINGS

yorkwallcoverings.com or 717-846-4456

Wheelbarrow

The Scenic Road M6-1T Wheelbarrow features a 6-inch wide, four-ply butyl inner tube turf tire, 2 ⅛ -inch thick lacquered North American ash handles, a powder-coated structural steel undercarriage and a 47-pound weight capacity in a high-density, UV-stabilized polyethylene tray. Scenic Road wheelbarrows are made in the U.S.

SCENIC ROAD MANUFACTURING

scenicroadmfg.com or 717-488-2077

Drill/Driver Kit

The 20V MAX* Drill/Driver kit is designed with a high-performance motor that delivers 340 unit watts out (UWO) of power. Its compact, lightweight design can tackle a wide range of applications, and it features a two-speed transmission and single-sleeve ratcheting chuck.

DEWALT dewalt.com

“This is personally my go-to tool for any project, it’s one of the tools I always have in my toolbox or will grab on my way to work on a project. I love it because it’s versatile, efficient and easy to use.”

—Jason Heimberger, Sunshine Ace Hardware

Cabinet Door Mounting Jig

The Kreg Cabinet Door Mounting Jig works with face frame or frameless cabinets and left-handed or right-handed doors. The jig holds the door in place while attaching a hinge with one setting for inset doors and eight more at ¼-inch increments. It includes two micro-adjustment shims that allow you to move doors up by ¹⁄₁₆ inch, ⅛ inch or ³⁄₁₆ inches.

KREG | kregtool.com or 800-447-8638

Deck Board Spacers

SPAX® Deck Board Spacers provide consistent spacing during deck construction. The durable, high-impact body helps prevent denting and marring of material, and the built-in spacer notch provides consistent screw alignment.

ALTENLOH, BRINCK & CO. U.S. INC. Spax.us

gotpestsgetrevenge.com

CONTROLS COVERAGE

WHOLE HOUSE KILLS AND 15+ COMMON PESTS

Laser Tape Measure

The PREXISO PLT30C 2-in-1 Tape Measurer combines a 16-foot (5-meter) nylon measuring tape with a laser. The laser measurer has a range of 98 feet (30 meters) and takes two AAA alkaline batteries. It includes a belt clip and a measurement unit switch.

PRIME-LINE PRODUCTS

primeline.net or 800-255-3505

Hunting Blind

The Maverick XL is a 7-foot diameter, 6-foot tall hunting blind. It has nine side-opening windows to allow for 360-degree viewing and shooting. The patented two-piece design makes set up easy, and a 2-inch rain guard at the seam guarantees water stays out. The polyethylene construction is durable, UV-stabilized and paintable. Maverick XL is available in black, brown and green with clear or tinted plexiglass windows.

MAVERICK BLINDS | maverickblinds.com or 920-965-8397

Fire Retardant Paint Additive

Liquid Flame Guard is a fire retardant additive for latex coatings that provides Class A fire protection on interior surfaces. It is designed to slow flame spread when added to the coating. It is suitable for use with satin and eggshell coatings, and eight ounces of Liquid Flame Guard treats one gallon of paint.

WALLA WALLA ENVIRONMENTAL environmental.com or 509-522-0490

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

Gel Seat Cushion

Tail Mate is a gel seat cushion that is adjustable and conforms to any body type or weight, providing pressure-point relief and increased blood flow. It stays cool while in use and is ideal for those looking to relieve sciatica and back pain, and it always returns to its original shape after long hours of use.

SHADOW HUNTER BLINDS shadowhunterblinds.com

Fixed Base Router

The BORA 3.25hp Fixed Base Router features an adjustable speed control and easy depth adjustment with a micro-adjust ring. The motor can be removed so it can be used in router lifts or CNC machines. It includes ¼-inch and ½-inch collets, offset wrenches and two polycarbonate sub-bases.

BORA TOOL | boratool.com

VENDOR

you

ASSORTMENT

PLANNING

Connect Through Tech

See how one retailer implemented QR code technology to better serve customers and provide an additional touch point at YourNHPA.org/case-studies

ROAD MAP FOR TECH

Assessing Your Needs

Surveying your employees is an excellent way to determine your tech needs. Learn more at hardwareretailing.com/tech-survey

TECH

HOW TO BRING TECHNOLOGY TO YOUR OPERATION

BY LINDSEY THOMPSON

At the speed technology changes, it may seem impossible to keep up with what’s best for your operation or even know where to start. It may seem as though the minute you implement the latest and greatest solution, it’s already obsolete. To help you plan your tech journey, Hardware Retailing spoke with several home improvement retailers who shared their road maps and the routes you can take to successfully bring technology into your operation.

Assessing Your Needs

Like any road trip, starting on the journey toward technology requires planning and begins with asking the question, “Where do I want to go?” To know what types of technology will work best for your business, you need to have a clear understanding of your goals as an operation and what you want to accomplish.

For the past 24 years, Jason Heimberger has worked for Sunshine Ace Hardware, which has 12 locations in southwest Florida. He started sweeping the floors after school and worked his way to the role of IT administrator, where he now oversees all the technology programs the company utilizes and handles data analytics, including forecasting and sales reviews. Heimberger says his team regularly interacts with the sales associates and other in-store personnel to get a feel for what technology could make their jobs easier in their various areas of expertise.

“We speak with employees across the company to gauge what additional technologies might help them in their jobs and how current technology is working for them,” he says. “We also observe what challenges they are facing that we might be able to solve with new or updated technology. It’s all about monitoring the work environment and looking for ways to make their tasks more efficient and easier.”

The Right Fit

Explore the various levels of technology solutions three retailers have implemented at hardwareretailing.com/technology-mix

By observing employees in action, Heimberger noticed that an employee often had to leave a customer in the aisle of the store to look up information on a computer or answer a phone call on the landline. The answer to this customer service conundrum was the Zebra handheld mobile computer.

“With these handheld devices, employees are able to stay with the customer on the salesfloor, answer that customer’s question and ultimately, provide a higher level of customer service,” Heimberger says. “They also double as portable phones, so employees can look up product information and answer phone calls without having to leave the customer.”

Assessing your technology needs can also be as simple as improving on what you already have, which is the route Grunthal Lumber in Manitoba, Canada, took. Since joining the company in 2008, store manager Mike Bourgeois has focused on different ways the company can set itself apart from its competition.

One of the ways the company has accomplished the goal of offering something different is through its virtual

STAYING PRESENT

Sunshine Ace Hardware employees can better serve customers thanks to the use of technology like Zebra.

QUESTIONS TO ASSESS

As you evaluate your operation’s technology needs, here are some questions to answer to determine what tech best meets your needs and make sure everyone in the company is on the same page.

1

What does my overall operation need to function better? What do each of our departments (marketing, HR, inventory, logistics, sales, etc.) need to be more efficient?

2

Is there a problem we have that technology could solve?

3

Am I using pencil and paper for this task? Am I doing a task manually more than 2 or 3 times a week?

4

What pain points are our customers and employees experiencing?

8

Is it scalable?

Will it grow with our operation?

9

Who already on staff can lead this project?

10

What do we need to add to make this technology work?

11

Do we have security systems in place to make it work?

5

Will technology alienate our current audience and if so, what can we do to remedy it?

6 Does this fit in our budget?

7 Can we upgrade what we already have in place or do we need a completely new solution?

INDUSTRY EVENTS

Real-World Tech

Discover the three technology focus areas for the 2023 NHPA Independents Conference and learn more about the event at YourNHPA.org/conference

drafting program. The design and drafting department at Grunthal Lumber can take any house plan and provide a virtual reality (VR) experience for its customers, where the customer can walk around and see what their new home or renovation will look like before they ever start to build. Colors, finishes, cabinets, walls, roofs and even furniture can all be customized and revised to meet customers’ needs.

“The VR program reassures customers that they are getting what they want,” Bourgeois says. “Some customers have a hard time visualizing what a space is going to look like, and this program gives them that ability.”

The VR technology was an additional feature of a program the company was already using. Grunthal Lumber draftsperson Byron Wiebe brought the feature to the attention of company leadership as an opportunity.

“He’s pretty creative and also has the mindset of finding ways to set our operation apart,” Bourgeois says. “When he found out about this new feature, he did the research and saw how it could benefit our customers and allow us to provide something different.”

Finding the Right Fit

Once you’ve picked your road trip destination, next comes finding places to stay, dine and explore. The same holds true when planning for technology; once you have a clearer idea of

the technology you need, the next step is searching for the right solution and vendor. For Heimberger at Sunshine Ace Hardware, he looks at what fellow retailers are doing in terms of technology and connects with those who have added the types of technology he thinks would benefit his operation. He also observes what retailers outside the industry are doing.

“When we were adding the Theatro mobile communications system to our stores, I was shopping at Walgreens and noticed they were using the same system. Basically, I interviewed the associates at the store and gathered as much information from them as I could,” Heimberger says. “I like to observe when I’m out as a consumer and take that information back to our business.”

To find the right technology fit for its operation, Grunthal Lumber employs a tech consultant, Steven Lepp, who handles the company’s point-of-sale (POS) and other computer systems. Grunthal Lumber is in the process of updating its POS, and Lepp has been communicating with various POS vendors and setting up meetings between the vendor and management.

“After each presentation, we debrief and discuss the pros and cons of that system,” Bourgeois says. “It’s nice that Steven does the research and sets up these presentations so we can focus on choosing the right option.”

At Grunthal Lumber, thanks to technology, customers can see how their design project will actually look.

Bringing Employees Aboard

If your travel partners aren’t on board with the itinerary, your trip can take a detour. Without buy-in from your employees, your efforts to implement technology can also hit a major roadblock. In his experience, Heimberger says he has found it’s crucial to explain to employees why a certain technology is important to the business and how it can help them do their jobs more efficiently. He says they try to have these conversations in advance of any technology launch, so when the store ultimately rolls out a technology, the employees have already heard about it and had time to digest the information.

“I talk to each store manager and explain why we’re doing what we’re doing,” Heimberger says. “Instead of just relaying the message through the manager, I’ll also talk to the associates and share how it will help them and make their jobs easier.”

It’s also key for a company to have support from the top down, Heimberger says.

“We have buy-in from our support office, upper management and all the way down, which goes a long way to bringing all the employees on board,” he says.

Thorough training is also imperative to getting employees on board with new technology. Bourgeois says once the new POS system is in place at Grunthal Lumber, they will offer several training opportunities. The company plans to host several lunch-and-learn sessions where all employees can enjoy a meal while learning the ins and outs of the new system.

“We’ve found with our employees the more hands-on training they can get, the better,” Bourgeois says. “Using hands-on learning allows them to pick it up quicker than someone just explaining it to them. They can make mistakes in a controlled environment and learn from those errors.”

Mike Bourgeois (top) and Jason Heimberger (bottom) have been key to their operation’s success implementing technology.

LEADING TECH

“We have buy-in from our support office, upper management and all the way down, which goes a long way to bringing all the employees on board.”

—Jason Heimberger, Sunshine Ace Hardware

Across the Nation

Read about previous NHPA on the Road trips and the stores they visited on YourNHPA.org/on-the-road

Adventures in Retail

NHPA on the Road Explores Stores Across the Country

BY JESS TILLMAN

Renee Changnon, retail engagement specialist for the North American Hardware and Paint Association (NHPA), has been to more stores than she can count. In her eight years with the association, she has taken over nine road trips to stores across the country and has been on numerous store visits in between.

“Since I've been with NHPA, the leaders have been passionate about our team getting out into retail stores,” Changnon says. “As a writer, it can be difficult to get to know your audience when you don't get to see them in person. I'm proud of NHPA’s investment into making store visits and road trips a priority. As a staff, we are able to do our jobs better and more efficiently when we can get out and see the retailers who make the hardware industry so special.”

In 2023, Changnon is excited to take NHPA On the Road to the next level. This travel series takes NHPA team members out of the office and into stores all over the U.S. once a quarter, allowing the team to build relationships with members, showcase outstanding retail operations and highlight the amazing aspects that make the industry so special. Kicking off the new year, Chagnon and other NHPA team members will head out to the Pacific Northwest. Follow NHPA on social media for all the highlights. Check out some highlights from previous travels online and tune in to the “Taking Care of Business” podcast at YourNHPA.org/tcb for an interview with Changnon on the importance of NHPA On the Road. She talks about the associations’ overall mission of helping independent retailers, regardless of affiliation, build a better, more profitable business.

PODCAST

Reflecting on Past Trips

Listen as Renee and other NHPA staff members recall their trips to various destinations on the “Taking Care of Business” podcast at YourNHPA.org/tcb

QHardware Retailing (HR): What do you love most about traveling with NHPA?

Renee Changnon (RC): In my eight years with NHPA, I’ve had the chance to travel all over North America, visiting our members and learning what matters to them. While I love going on adventures and seeing new places, getting to do it as part of my job and tying in my love of meeting people and sharing their story is one of the most rewarding aspects of my job.

& A

HR: What trip or store visit stands out to you most over the years?

RC: I’ve been to more stores than I can count. It’s hard to select one as a favorite but there are several stores that have left a lasting impression. During my New England road trip a few years ago, I visited Harry’s Hardware & The Den in Vermont. They had a bar with live music inside their hardware store, and it was the prime example of a tight-knit community. I’ve been to McGuckin Hardware in Boulder, Colorado, a few times over the years when I’ve been in the area for markets. Their store is not only situated in a beautiful area but the inside is amazing. Finally, Sullivan Hardware & Garden in Indianapolis is an exceptional store that impresses me every time I go shopping.

HR: Any tips on what you think makes a store shine?

RC: The stores that leave the biggest impression are clean, well lit and have an amazing staff at their foundation. Add in some unique products or a focused niche that customers can only find at that store and you’ve got a hook. All the stores I mentioned incorporate a sense of community building and fun. If you can do that, you’ll have customers for life.

Harry's Hardware & The Den Cabot, VT

With Retail Engagement Specialist, Renee Changnon

NHPA STOPS AROUND THE COUNTRY

Q A

Leadership of Innovation

This coming August, the North American Hardware and Paint Association (NHPA) will host the 2023 NHPA Independents Conference in Dallas. This year’s conference will be guided by the theme of “Putting Technology to Work for You.” During the two-day conference, attendees will discover the latest in retail technology and the solutions independent home improvement retailers are using to improve their efficiency, their customer service and their competitive advantage in the channel.

Hardware Retailing sat down with one of the event’s keynote speakers, John Rossman, who shared about his career journey, key takeaways from his time with Amazon and a sneak peek of what attendees will gain from his keynote address. Rossman is a business strategist, operator and expert on digital transformation, leadership and business reinvention. At Amazon, he was responsible for the launching and scaling of the merchant integration team and played a key role in launching and scaling the Amazon Marketplace business. He is an operator and builder whose love is diving into business problems and customer needs, designing solutions and business opportunities.

Putting Technology to Work for You

Meet John Rossman, 2023 NHPA Independents Conference Keynote Speaker

Learn More About the Conference

Scan the code to learn more about the 2023 NHPA Independents Conference or visit YourNHPA.org/conference. Early bird discount ends April 1!

Hardware Retailing (HR): What are some of the highlights of your career and the biggest takeaways you’ve come away with?

John Rossman (JR): Like any career, it has had some highlights and lowlights along the way. Some of the highlights for me include being a partner at Arthur Andersen early in my career and joining Amazon in 2002. I led the launch of the Marketplace business at Amazon, which today comprises well over 50% of all units shipped and sold. I also led another business at Amazon called Enterprise Services that didn't work so well; I’ve found that typically you learn more from the things that didn’t go great than you do from the things that did go great. After I left Amazon in late 2005, I was a partner for 12 years at a management consulting firm, Alvarez and Marsal, where I had some of the best clients in the world, including the Bill and Melinda Gates Foundation. I was also an interim CIO for a retail client, and along the way, I wrote a book called “The Amazon Way” and in 2017, I founded Rossman Partners. Whether it’s through my books, keynotes or my advisory business, for me, the end goal is helping leaders evolve their strategy and leadership principles for today’s competitive needs. People talk about digital transformation and disruption, but the key is taking care of business. It’s about competing with new business models, new approaches and new expectations. I love to walk leadership teams through not necessarily rethinking everything, but adding additional capabilities to their already great businesses to enhance and future-proof it for what customers in the market expect today.

HR: Tell us how your experiences with Amazon helped to shape the consultant and speaker you are today.

JR: When I joined Amazon in March 2002, the company had just had its first billion dollar quarter, but it was still unclear whether we were going to succeed. During that time, the leadership principles weren’t codified but we were practicing them every day. We were really hammering out and asking questions like “What do we prioritize?” and “How do we make decisions and hold each other accountable?” and “What is our culture

defined as?” It was a really interesting time at Amazon because it became clear that we were not just a retailer, we were a platform company that built capabilities others use. The way Amazon goes about getting its work done, how it thinks about leadership and how it tries to hold everyone in the organization accountable, those things are exactly the same, both philosophically and from a practical standpoint. That’s part of the lesson—these operation goals scale and they’re durable, and I’ve had a ton of experience in taking some of these aspects and putting them into other businesses for the right effect. That’s been the playbook that I’ve used in my client work over the past 20 years, and I’ve seen the impact and the power. But it really does start with leadership and the willingness to add some new perspectives and try some new methods in order to get different results.

HR: Give us a sneak peek into what you’ll be sharing with attendees of the 2023 NHPA Independents Conference in August.

JR: We’re going to take a quick dance across some of the Amazon leadership principles and give examples both from Amazon and around the industry. I’m going to give a little bit of a playbook on some things companies can do. What most companies and most leaders are really good at is their operating playbook, but what I’m going to share about is a little bit of an innovation playbook to complement that operating playbook. Some of the things you do in your operating playbook sound like some of the things you do in your innovation playbook, but they actually have a distinctively different orientation and prioritization. For example, in your operating playbook, you’re typically trying to prioritize or optimize for aspects like customer satisfaction and unit economics. But when you’re innovating, you’re trying to optimize for deep learning about a new customer need or satisfaction. People don’t understand that the scientific process starts from failure, and you earn your way up to success. Most of us have this expectation that we’re going to start from success and then just refine it but you have to be ready to have repeated failure.

HIT THE GROUND RUNNING

With the mission of continuing to build the success of distributors, vendors, and independent retailers so they can compete in today’s challenging marketplace, HDA is in a position to offer unique services in 2023. In reviewing what works and what doesn’t, HDA offers a variety of accounting, marketing, and merchandising services that drive the success of the hardlines industry. Additionally, HDA is committed to streamlining the programs available, making them more efficient and impactful for all members and partners.

From seamless payment systems and merchandising tools to digital and print advertising, our members and partners can count on HDA to provide the services and ideas that propel growth. And, combined with interactive events and robust communication tools, the team at HDA is hitting the ground running to drive success in 2023.

As the new year unfolds, Hardlines Distribution Alliance is committed to setting ambitious goals and meeting those goals with the support of a robust network of distributor members, manufacturer partners, and independent dealers across the country. Learn more about HDA by contacting Katie Westervelt, Advertising & Communications Manager, at 303.792.3000 or katie.westervelt@hdaworks.com Find us online at www.hdaworks.com

Fasteners Freshen Your

6 Ways to Flourish in the Fastener Category

BY CARLY FRODERMAN

Investing in categories that are consistent traffic-drivers, like fasteners, can lead to more satisfied and loyal customers and increased sales. Offering a specialized selection of products and providing purchasing flexibility plus high-quality customer service are some of the strategies that can take this basic category to the next level.

Phil Cheeves and his wife Deanna opened Hometown Hardware Co. in Senoia, Georgia, in 2018. Since then, the store has almost doubled its fastener retail space, and the category has become the operation’s most consistent category. Hardware Retailing spoke to Cheeves and his manager, Allan Morris, about how they grew the fastener category in their store and their strategies for success.

MERCHANDISING Top-Notch Displays

See how retailers are displaying their fasteners and learn best practices at hardwareretailing.com/core-category-stars

Expansion and Organization

Hometown Hardware Co. opened with a basic assortment of fasteners. Just six months after starting the business, Cheeves and Morris began expanding and customizing the store’s fastener selection.

“I started exploring the catalog to educate myself on our additional options,” Morris says. “On top of that, once a product is asked about two or three times, I take those requests and add them to our assortment when it makes sense.”

To make room for the additional product, Cheeves says he did some rearranging, taking down a whole row of gondolas, building a fastener island and filling it with the specialized options.

Cheeves and Morris have continued to add merchandise and expanded to three additional endcaps in recent months, with the organization of the category key to its success.

“With so many small products in this category, it is important to keep the area clean and organized so customers and employees are able to find what they are looking for,” Morris says. “To the left of the island we stock U.S. standard options and on the right side we keep metric fasteners.”

Hometown Hardware Co. also has various fastener gauges available around the fastener department to help customers and employees find the right product.

“Our customers definitely appreciate the fastener gauges,” Cheeves says. “Some of them even try to take them home.”

Assortment and Flexibility

Hometown Hardware Co.’s specialized fastener selection has set them apart from their competition, as has providing flexibility to their customers when purchasing, Cheeves says.

“We allow our customers to buy however many fasteners they need for a project instead of forcing them to purchase a whole pack,” Morris says. “Our customers have been very verbal about how nice it is to just buy what they need.”

With the many different products in the fastener category, staying on top of stock is important to success.

“A customer can come in at any time and wipe you out of a type of fastener,” Cheeves says. “There is a fine line between being overstocked and being perfectly stocked. It is critical to find the balance because if you don’t have a product, customers will go somewhere else. But it is also not beneficial to have too much money tied up in slow-moving merchandise.”

If the operation doesn’t have enough of a product, Cheeves says there is a system in place to order it for a customer, though sometimes the wait time for that order is too long.

“I place orders once a week, which is helpful in finding that balance,” Morris says. “Knowing that we order that often, it is just a matter of making it until the next order comes.”

Phil and Deanna Cheeves opened Hometown Hardware Co. in 2018 in Senoia, Georgia, to provide needed products and services to their community.

Service and Sales

Discover five customer service tips to grow sales across all categories at hardwareretailing.com/customer-service-sales

Customer Service and Experience

A large part of a successful fastener category is customer service.

“When it comes to fasteners, probably 50% of our customers come in with no idea what they are looking for, and an even larger majority have no idea where to find it,” Cheeves says. “We make a point to have an employee near the section when possible and walk customers to the product instead of making them find it themselves.”

When helping a customer, asking the right questions is imperative.

“Sometimes customers will come in asking for a specific product we don’t have,” Morris says. “Instead of telling them we don’t have it, we ask questions, learn what they’re working on and visualize the project. A lot of times there’s a way to complete their project with fasteners we have in stock, so offering that alternate solution keeps the sale alive.”

When it comes to the questions customers are asking employees, Morris and Cheeves have noticed a slight difference between DIYers and professionals.

“DIYers often know what the end goal is, but need you to recommend how to accomplish it,” Morris says.

“Professionals often ask us if there is a cheaper way to complete a project.”

Providing quality customer service will result in happy and loyal customers, Cheeves says.

“Because of our customer service, customers are very vocal about how quick and easy the process was and how they never would have found the right product without our help,” he says.

Morris and Cheeves have also found personal experience to be a useful selling tool.

“When you’ve used the products you sell, you get a better understanding of the ins and outs of the product,” Cheeves says. “That understanding also brings a sense of

confidence to your voice and interaction with the customer that increases the chance of a sale.”

While specialization, organization, customer service and flexibility will improve success in the category and bring consistent business, it can’t be done all at once.

“You have to be willing to continually invest in the category,” Cheeves says. “Customers might not spend much on fasteners in a single purchase, but they will come in often, especially when they continue to have a good experience with the process.”

Providing a positive customer experience while staying on top of merchandising will boost sales in the category and make it a constant traffic driver in an operation.

“I’ll never stop adding to the fastener category or dedicating space to it because it has proven itself over and over again,” Cheeves says. “There are products that will come and go in a hardware store, but fasteners will never go away.”

Stainless steel

probably the next most popular finish.”

Phil Cheeves, Hometown Hardware Co.

Above and Beyond

Explore five underrated customer service must-dos to improve your operation at hardwareretailing.com/underrated-customer-service

Hometown Hardware Co . has a fastener island that uniquely displays fastener offerings and gives customers a surface they can use when they need a work space.

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.

No Water Wasted

CHET’S HARDWARE RECEIVES RECOGNITION FOR ITS CONSERVATION EFFORTS

AS RESIDENTS AND business owners of Catalina Island, located off the southern coast of California, Mike Cassidy and his wife Cinde MacGugan-Cassidy are familiar with water restrictions and the toll they can take on residents and businesses. When Mike and Cinde moved their business, Chet’s Hardware, to a new location on the island three years ago, they added a 500-square-foot nursery. Having a nursery required them to get creative in how they kept the nursery watered, especially in times of drought.

“Reading the rain clouds on the wall, or the lack thereof, we knew we needed a better way to water our nursery to keep it going,” Mike says.

In August 2022, Mike installed an 850-gallon tank that collects the condensation from the store’s 10-ton air conditioner unit and a small ice machine the employees use. The tank also collects rainwater from gutters on the roof. The water from the tank is used in the nursery, saving an estimated 600 gallons of water per month. For its efforts, the store was awarded a certification of recognition from the local water utility company, Southern California Edison.

“Setting up the water collection system was easy,” Cinde says. “The system allows us to do our part to conserve water. As a hardware store, it’s also a great way to sell products—and sell them for the right reasons.”

The owners of Chet’s Hardware set up a water tank system to collect condensation and rainwater to keep the store’s nursery watered without using potable water.

Sunshine Ace Hardware Garners Local Award for 20th Consecutive Year

For the 20th year in a row, readers of the Naples Daily News and NaplesNews.com voted Sunshine Ace Hardware in Naples, Florida, as the Best Hardware/Home Improvement Store in the area. The operation has been the only winner in this category since the publication launched the awards two decades ago.

Naples Daily News readers also voted Sunshine Ace as the region’s Best Gas Log/Grill Dealer and as a finalist for Best Place to Work and Best Auto Accessories Store. Readers of the Bonita Banner also recently voted the company as the Best Hardware/Home Improvement Store in Bonita Springs, Florida. Family-owned and operated since 1958, Sunshine Ace Hardware operates nine locations in Collier, Lee, Charlotte and Pinellas counties, as well as two Crowder Bros stores in Manatee County.

“Since my grandfather founded Sunshine Ace back in 1958, dozens of big-box stores have opened in our area and online shopping continues to expand, yet our company continues to win local ‘Best of the Best’ awards,” says Michael Wynn, president of Sunshine Ace Hardware. “We offer top brands at fair prices, but there are two difference makers for Sunshine Ace—our helpful, red-vested associates will always be just an aisle or two away, and our stores will always be there to support the community.”

Taking Merchandising to New Heights

At Cliff’s Variety, a landmark store on historic Castro Street in San Francisco, making use of space is important to serve its customers’ varied needs for products. The store occupies side-by-side storefronts for a total of 8,500 square feet of retail space, and both spaces sell an eclectic mix of goods for the home and garden. General manager Terry Asten Bennett utilizes every square foot to merchandise products from tools to puzzles to local souvenirs. For example, antique ladders are used to reach the ladders on display above some of the gondolas and tents are fully-assembled above the shelves so customers can see before they buy.

Sunshine Ace Hardware in southwest Florida won the Naples Daily News Best Hardware Store accolade for the 20th year in a row.

6-19

MON-SUN Orgill Spring Online Buying Event VIRTUAL EVENT

9-11

THU-SAT Orgill Spring Dealer Market NEW ORLEANS, LA 17-18

FRI-SAT 2023 Lancaster Buying Show ORLANDO, FL

20-3 MON-FRI

MAR FEB United Hardware Spring Buying Market VIRTUAL EVENT

MAR FEB Home Hardware 2023 Spring Buying Market VIRTUAL EVENT

27-3 MON-FRI

11-13 SAT-MON Do it Best Spring Market ORLANDO, FL 17-18

14-16 TUE-THU Ace Spring Convention and Exhibits SAN ANTONIO, TX

FRI-SAT Blish-Mize Spring Market OVERLAND PARK, KS

17-19

FRI-SUN True Value Spring Reunion CHICAGO, IL 28-30

TUE-THU

Wallace Distribution Spring Dealer Market SEVIERVILLE, TN

Events are current as of press day.

To add your event to the industry calendar, send an email to editorial@YourNHPA.org

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The industry’s marketplace for buying and selling independent home improvement businesses and posting jobs.

BUSINESS FOR SALE

Northwest Farm & Home Supply Co.

Location: Lemmon, SD

Gross Revenue: $3.21 million

The main building is a total 27,213 sq. ft. of retail and warehouse space on 4 acres. The main bldg. was constructed in 1994 with additions constructed in 2002 & 2004. Single story with 22’ clear height in 11,459 sq. ft. of lumber warehouse, three grade level doors and two dock height doors.

BUSINESS FOR SALE

Central Vermont Paint, Flooring, and Decorating

Business

Location: Vermont

Gross Revenue: $2.82 million

Price: $1.1 million

Full-service decorating store providing flooring, paint, window treatments, kitchen/bathroom remodeling, cabinetry product offerings, design assistance, specialized service, and professional installation.

SEEKING BUSINESSES The Aubuchon Company

BUSINESS FOR SALE

Home Improvement Supply Store

Location: Missouri

Gross Revenue: $1.04 million

This historic home improvement and hardware store is a staple of its community and operates from its headquarters in Missouri. The Company is a long-standing retailer and installer of consumer and commercial improvement products.

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

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

LAST WORD

OPERATIONS Next-Level Tech

Discover how taking technology up a notch can lead to happier employees and higher efficiency at hardwareretailing.com/busy-beaver-tech

Take Off With Tech

3 BEST PRACTICES FOR BRINGING ON TECHNOLOGY

WHILE YOU MAY UNDERSTAND the importance of adding technology to your operation to become more efficient and profitable, knowing where to start implementing new technologies can be intimidating. Eric Hassett, owner of Hassett Hardware, which has five stores in the Bay Area of California that each use different levels of technology, shares tips to guide retailers on the path to tech. For more on getting started in technology, turn to Page 28 for insights on assessing your technology needs.

STAY IN YOUR COMFORT ZONE

Hassett recommends only bringing in the technology that makes sense for your operation, not just what’s the latest and greatest. Consider your employees’ comfort levels for using the technology and whether it will actually improve your business and better serve customers.

EXPLAIN THE WHY

Anytime Hassett introduces a new technology, he explains to his employees how it will allow them to do their jobs more efficiently and effectively and how it solves a problem they face.

IMPLEMENT IN PHASES

When possible, Hassett initiates new technology slowly and in increments. For example, with Theatro, a communication platform, he started by training employees on the device, letting them get comfortable with it and then added in tracking performance through the device later.

Efficient Service, Dedicated Operators

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things running smoothly, but our operational model controls our expenses and we pass these savings along to our dealers.

We’ll go the extra mile for you. Contact us today.

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