Hardware Retailing April 2023

Building Code Approved

Ledger Board Screw

Construction Lag Screw

Hex Construction Lag Screw

Hex Timber Screw

Our proprietary XL coatings are certified by the International Code Council® to exceed the protection offered by hot-dipped galvanized fasteners and are approved for use in exterior applications and ACQ lumber.

Structural Screw

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

Measuring for Tech Success

In any retail operation, measuring analytics and key performance indicators (KPIs) for processes and procedures is crucial for success. Next month, home improvement retailers share how they measure return on investment for technologies in their operations and best practices for evaluating whether a particular technology is the best fit for your business.

Hardware Retailing (ISSN0889-2989) is published monthly by the North American Hardware and Paint 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 Hardware and Paint 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

In Every Issue

Constructing a Career

Read how two retailers built their careers in the hardware industry and discover how company culture plays a key role in attracting career-minded employees to your operation.

NHPA Heads Northwest

In late January, NHPA staff members embarked on their first NHPA on the Road trip of the year, touring eight stores in the Pacific Northwest. Learn more about these stores and check out photos from their travels.

50 TRENDS

Steady Sales

Paint can bring an immediate facelift to any room with a small investment. Take an in-depth look at the paint market with insights provided by the Home Improvement Research Institute.

54 INDUSTRY EVENTS

60 CATEGORY SPOTLIGHT Bulking Up Cybersecurity

Luke Vander Linden, speaker at the 2023 NHPA Independents Conference, shares insights into current cybersecurity trends and offers a sneak peek of best practices he’ll share at the conference.

A Perfect Selection

Discover how to create a curated selection of paint products and sundries with input from your customers on both the DIY and professional sides.

Our Do it Best designed store gives us market

Mike and Brenda MacKay proudly debuted the first re-envisioned Do it Best store in Vassar, MI.

Stay Informed

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

Find More Online OPERATIONS Bringing Technology Into Your Business

As technology continues to advance and change, it can seem daunting to bring updates or new technologies to your operation. Read about best practices to put your business on the right path forward with technology.

ASSOCIATION Travel Along With NHPA on the Road

Hiring for the Long Haul

One way to entice potential employees to join your organization is to show them how they can turn a job into a career. Discover ways you can find, hire and retain employees with training and a strong company culture.

Growing Up Hardware

Learn how one couple established their careers in the hardware industry by building their business from the ground up. See how they raised their children in the business and plan to eventually turn the reins over to the next generation.

Recognize Their Efforts

Employees who feel they are important and matter will want to stay with your business. Read best practices for recognizing your employees for a job well done to encourage them to continue working hard for your operation.

View the Academy Catalog

From the basics of retail to management and leadership courses, NHPA offers a wide variety of training courses. Download your copy of the new NHPA Academy Catalog to get details on all courses offered through the NHPA Academy for Retail Development.

Dive deeper into NHPA on the Road adventures by following NHPA on Instagram. Check out the highlighted stories to see the latest trip to the Pacific Northwest and highlights from other adventures on the road.

Available April 3

PODCAST Selling the Family Business

In Episode 85 of NHPA’s “Taking Care of Business” podcast, NHPA’s retail engagement specialist and podcast producer Renee Changnon talks with the vice president of hardware and facilities for JC Licht, Jeremy Melnick, about business transition and selling his family business, Gordon’s Ace Hardware, at the beginning of 2022.

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

YourNHPA.org/podcast

Kim Peffley

FROM THE DIRECTOR

Creating Innovative Problem Solvers

ONE OF MY FAVORITE THINGS about working in the home improvement industry is witnessing retailers’ innovative problem-solving skills. In home improvement and paint and decorating retail stores, hometown heroes solve problems for their neighbors every day. Sometimes those solutions come in the form of customer service, project assistance or even simply lending an ear. Other times, the problem-solving happens internally, as retailers are constantly developing new ways to remove roadblocks affecting their teams, business procedures and customer service.

In my leadership experience, I have found problem-solving doesn’t come naturally to everyone, but it can be taught. I work hard with every team I manage to ensure each member has the skills they need to become innovative problem solvers. I also provide them with direction and feedback so they can solve problems even in the toughest of times.

For me, training others to solve problems starts with one question: “What do you think we should do about that?” I ask this question whenever someone presents me with a problem. Instead of solving the problem myself, I turn the interaction into a teachable moment. If your employee doesn’t have an answer immediately, give them time to think about the problem so they can help create the solution. Once they share their idea, give them feedback and discuss how their solution aligns with the company goals and culture.

Take time at each step of the journey to teach your team to become innovative problem solvers. Once they get the hang of it, they will solve problems independently and teach others to do the same. Allowing employees to participate in the solutions will improve their ownership and engagement. Giving others the gift of problem-solving provides them with a tool they can use forever. Changes in the industry are happening every day. Leaders need a team of problem solvers open to learning and utilizing new ideas. As leaders ourselves, we must keep up with the changes occuring around us. One great way to do that is to join us at the NHPA Independents Conference on Aug. 2-3 in Dallas. At the conference, we are celebrating and highlighting retailers and industry experts who have optimized and embraced innovation and technology. You will gain insights from tech giants and industry-leading retailers as they discuss how they use innovation and technology to drive growth and productivity.

Please join us as we come together to celebrate, share and learn new ideas from each other; we are in this together. For more information about the NHPA Independents Conference, please visit YourNHPA.org/conference

Kim Peffley Director of Organizational Development & Consulting

“Allowing employees to participate in the solutions will improve their ownership and engagement.”

dant@YourNHPA.org

Dan Tratensek

Accepting Change

BOTH OF MY DAUGHTERS are grown now. In fact, they both have children, houses and productive lives of their own. But it wasn’t so long ago that my wife and I were carting around cars full of teenagers from one event to another.

I recall one such occasion particularly clearly. We had our youngest daughter and one of her chattier friends in the back of our car heading to a movie or mall or some other teenage hangout. Unlike most other trips similar to this one, where the car was overwhelmed with teenage chatter, this drive was strangely silent. Not a peep emerged from the back seat.

Wondering what was going on, I looked in the rearview mirror. I quickly noticed our passengers weren’t just sitting in silence, they were silently communicating with one another via text message.

At that moment, I realized our world had changed.

You’ve probably had these moments as well with your kids, grandkids or employees. The typical response to this occurrence starts with a phrase like “Kids these days just don’t…” And this may have been my first response. But the more I thought about it, the more I became comfortable with the fact that this kind of digital interaction was just an evolution. The notes we used to pass in class or whispers we used to sneak between each other in the back seat were now being transmitted digitally.

Which brings me to our businesses. If we have an entire generation that communicates, researches and exchanges ideas differently than we did, we can either fight it and grumble about it, or we can acknowledge it and embrace it.

A few years ago, I saw many retailers fighting it. It was the norm to ban mobile devices from the salesfloor, refuse to communicate via text and in some cases, block any technological advancements as a way to make a quiet stand against the norms of the new generation.

Thankfully, times are changing. Today, I see the more progressive retailers embracing technology in all its forms. Text communication can be more efficient than a call. Employees armed with a mobile device have access to more information than those without.

Like it or not, technology and the changes it has brought to communication and engagement are here to stay. You can either harness the power of this new generation or continue to fight against it.

That’s why the North American Hardware and Paint Association (NHPA) is focusing its attention on technology. We’ll highlight the ways the industry’s most progressive retailers are embracing it to drive efficiencies in their operations at our upcoming NHPA Independents Conference in Dallas, August 2-3. (For more information go to YourNHPA.org/conference.)

No matter your age or current views on tech, I’d encourage you to take a look at the conference lineup and put the event on your calendar. And don’t worry, if you forget, we’ll send you a text or email to remind you.

Dan M. Tratensek Chief Operating Officer & Publisher

“Like it or not, technology and the changes it has brought to communication and engagement are here to stay.”

THE POSSIBILITIES ARE LIMITLESS

OUR BE S T FINIS H P AINT & PRIM E R

FEATURING:

SCUFF ARMOUR

WASHABLE TECHNOLOGY

STAIN BLOCKING

ULTRA-RICH COLORS

Carry all 3 of our price points—EasyCare® 365®, EasyCare® Ultra Premium and EasyCare® Limitless®—and you’ll be offering paint in price ranges where 90% of paint is sold.

EVENTS

ASSOCIATION Early Bird Discount Ends Soon

A limited number of discounted tickets to the NHPA Independents Conference Aug. 2-3 in Dallas will be available through April 15 . Register now at YourNHPA.org/conference

2023 Top Guns Take the Stage in Dallas

Meet This Year’s Award Honorees

WHEN IT COMES TO TECHNOLOGY in retail, evolving is key to success. This year’s North American Hardware and Paint Association (NHPA) Top Guns Award honorees demonstrate how utilizing technology—from basic to cutting-edge—can take an operation to the next level.

As one of the industry’s top awards for 17 years, the NHPA Top Guns Award honors retailers who are making a difference in their operations, communities and the industry. The 2023 Top Guns honorees are TJ Colson, Eric Hassett and Scott Sommers.

Colson is the president of Wilco Stores, a division of Wilco Farmers, a regional farmer-owned cooperative that operates 25 retail farm stores in Oregon, Washington and California. He started with Wilco as a part-time warehouser and has served in several roles before being named president in early 2022.

Hassett is a third-generation owner and president of Hassett Ace Hardware, a five-store operation in the San Francisco Bay Area. Hassett is a strong believer in having an exceptional cultural foundation in his stores to ensure they provide the best service possible to the communities they serve.

Sommers is part of the fourth generation of family members leading Hartville Hardware & Lumber, the largest independently-owned hardware store in the United States. Sommers serves as the president of the company and executes a strategy that aligns with the company’s strategic anchors: best place to work, best guest experience and long-term sustainable results.

Meet the Honorees

Meet the 2023 Top Guns Award honorees at the NHPA Independents Conference Aug 2-3 in Dallas. There, you can learn more about this year’s honorees.

• Hear how technology has become part of their business at the Top Guns panel

• Meet the Top Guns honorees and get the opportunity to ask questions at the Top Guns reception, sponsored by STIHL and the National Hardware Show.

• Prepare for the Independents Conference by learning about the Top Guns honorees beforehand.

• Visit YourNHPA.org/top-guns to get to know more about each honoree.

• Pick up upcoming editions of Hardware Retailing to learn more about each Top Guns honoree.

• Stay up to date with our “Taking Care of Business” podcast to hear extended interviews.

ORGANIZATIONAL DEVELOPMENT Customize Your Training

To learn more information about NHPA’s custom training program options to strengthen your team and operation, visit YourNHPA.org/development.

Your Business Is Unique, So Your Team Training Options Should Be, Too

AS THE INDUSTRY continues to evolve, retailers are looking for a wide range of solutions for training and ongoing education for their staff. In addition to NHPA’s growing library of online and in-person training courses for all levels of your team, the association offers scalable customized training programs based on your individual needs, goals and budget. Whether it’s blending some of NHPA’s most popular courses together or creating a specialized experience tailored to your business, our experts can help identify the biggest opportunities for strengthening your operation.

The first step is speaking with NHPA’s retail expert. Kim Peffley is the director of organizational development and consulting and has over two decades of experience as a home improvement retailer. Together, you will discuss various topics and ideas, including what you would like to accomplish through training, how many staff members you would like to train and what success looks like to you.

Here are some of the questions NHPA will help you answer as you create the program that’s best for you.

What are your training goals? Are you looking to create a better onboarding process in your business? Do you have challenges with communication or productivity among your team? Do you have talented employees that need a more well-rounded education to take the next step in a more senior position? Peffley will help you harness your vision of a successful operation and build a plan to help you get there.

What topics would you like to address? More than likely, your company has a few specific training needs. NHPA can find a program to meet, including topics like developing leadership, helping your staff with soft skills, learning operations best practices and enhancing your merchandising.

What training format would you prefer?

NHPA can bring the training directly to your store with on-site instructors or virtual and hybrid training options. You can also customize the length and frequency of the course so it fits within your busy schedule.

Anything else to customize? Adding your own branding and store-specific processes is a critical part of your training. NHPA can incorporate that into the training material as well. You don’t have to use an off-the-shelf course. NHPA can customize a program that is unique to your operation.

Kim Peffley Director of Organizational Development & Consulting, NHPA

Meet the Expert

Kim Peffley is the director of organizational development & consulting. She began her career over 25 years ago, working at her family-owned True Value, and then served as general manager for a seven-store Ace chain in Indiana. She established development and mentoring programs, created merchandising procedures and was instrumental in driving sales, decreasing expenses and growing the business. As a certified DiSC® facilitator and consultant, Peffley uses her industryspecific retail management and leadership experience to offer professional training and support to retailers.

TRENDS

TRENDS Trends Taking Over 2023

Discover 10 home design trends making a splash this year hardwareretailing.com/houzz-trends-2023

BANKING ON Honing In

BATHROOMS

WHAT’S HOT IN BATHROOM DESIGN

BATHROOMS ARE ONE OF THE MOST frequently renovated rooms in a house, so keeping up with the hottest trends and stocking the products customers need for these renovations can increase sales and raise customer satisfaction.

Consulting with top interior design experts, Fixr.com, a remodeling research organization, shared the latest bathroom trends in its Bathroom Trends Report 2023. Here are some insights from the 62 design experts featured in the survey.

Trends of the Future

50% of designers say wood-look/natural materials will grow in popularity

47% of designers say backlit mirrors will become trendy.

36% of designers say patterned tiles will be a must-have in homes.

Trends of the Past

60% of designers say glass blocks will lose popularity.

56% of designers say “Hollywood-style” lighting, or rows of lightbulbs across a mirror, will fall out of vogue.

38% of designers say vessel sinks will become less desirable.

Source: Bathroom Trends Report 2023, Fixr.com

Here are the bathroom features experts predict will be the biggest priority for homeowners to upgrade in 2023.

65% SHOWER

44% VANITY

25% FLOORING

11% COLOR SCHEME

75% of experts surveyed believe consumers are willing to spend more on a bathroom remodel in 2023 than in previous years.

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.

2023 Retailers’ Choice Awards

NEW INNOVATIONS FOR SUMMER PRODUCT MIXES

For the past 57 years, the Retailers’ Choice Awards have shared insights from independent retailers on the best products on display at the National Hardware Show.

The awards, presented by the North American Hardware and Paint Association (NHPA) during the show in Las Vegas, honor manufacturers for their innovations.

The Retailers’ Choice Awards differ from most award programs because they rely on the opinions of actual retailers who know what their colleagues need in a product to attract customers. The judging panel was made up of independent home improvement retailers who walked the show floor and selected products they felt were unique and interesting.

This year’s panel included:

• Tiffany Baum, City Mill Company

• Phil Groff, PaulB Hardware

• Seth Hanson, Hansons Hardware

• Marianne Hanson, Hansons Hardware

• Adam Gunnett, Busy Beaver Home Improvement Centers

• Alexandria Lavaroni, Treat’s General Store

• Lisa Laverty, Capps Home Building Center

On the following pages, discover the products retailers felt had the most potential to excite customers and boost sales in their operation.

Paint Bucket System ALLWAY TOOLS INC | allwaytools.com

Paint Can Sealer CLEAN CAN SOLUTIONS LLC | wesavepaint.com

Collapsible Cooler CLEVERMADE | clevermade.com

Misting and Drinking Bottle Cap

EXTREME MIST PCS LLC extrememist.com

Anti-Slip Coatings ENGINEERED PROTECTIVE COATINGS LLC eznoslip.com

Plant-Based Lubricant GEAR HUGGER gear-hugger.com

Hose CONSOLIDATED FOAM INC. | gardienproducts.com

Canopy GCI OUTDOOR | gcioutdoor.com

Travel Bar

H. GERSTNER & SONS INC. | gerstnerusa.com

Cleaner STAR BRANDS | thepinkstuff.com

Collapsible Plant Tent

NUVUE PRODUCTS | nuvueproducts.com

Bucket Lid

PLANETARY DESIGN | planetarydesign.com

Roller Brush

RITE-GRIP | ritegriprollerbrush.com

Repair Patch

SDHOME PRODUCTS | sdhomeproducts.com

New Paint Applicators from HYDE®

HYDE®, the recognized leader in paint prep hand tools has developed a complete line of paint application tools including 3 superior categories of roller covers, each designed to give you excellent results for every job.

The E-VOLUTION™ series of rollers are lint free and evenly distribute semi-gloss and high-gloss paints for a smooth finish on interior walls. The Woven-Ultra™ line provides excellent results with all interior coatings from flat latex paints and primers to high gloss enamels. HYDE® Lamb Pro™ rollers offer superb paint capacity and better resistance to matting. They are ideal for porous materials such as drywall, particle board or certain exterior jobs.

No matter what your painting job requires, HYDE® is certain to have the applicators to get the job done right. Now, more than ever –For a Better Finish, Start With HYDE®

Patio Heater

WOOD PELLET PRODUCTS | woodpelletproducts.com

Twist Ties

TWISTEDGOAT | twistedgoat.com

Moving Dolly MIDWEST INNOVATIVE PRODUCTS rhinocart.com

Dustless Saw SIROCCO siroccodustless.com

Portable Dog Run

WESTFIELD OUTDOORS

westfieldoutdoors.com

Pet Gazebo

WIN WORLD INTERNATIONAL TRADE petgazebo.com

PRODUCTS See

To

EDUCATION Next Level Training

Help your employees grow into leaders through NHPA’s Foundations of Retail Program. Learn more at YourNHPA.org/foundations

MORE THAN A JOB

How a Solid Company Culture Can Create Career Paths for Retailers

BY JESS TILLMAN

The home improvement industry is often seen as just a job or an income that pays the bills until a career is found elsewhere. According to Gallup’s 4 Things Gen Z and Millennials Expect From Their Workplace poll, Generation Z and younger Millennials make up 46% of today’s workforce, creating growing opportunities to encourage younger generations to join and pursue a career in the industry. Hardware Retailing spoke with two retailers who shared their own career paths and best practices for finding and developing talent to help their employees establish a career in the industry.

STRONG AT THE TOP

Marty Ellison has worked at Miller Hardware Co. for the past nine years, holding various positions.

RESOURCES

New Academy Catalog

NHPA has created a comprehensive catalog of all programs offered through their Academy for Retail Development. Download your copy to today at YourNHPA.org/academy

From Big-Box to Independent Retail

When Marty Ellison, the director of retail operations for Miller Hardware Co. in Valdosta, Georgia, began working at The Home Depot at the age of 19 in 1992, he never expected to pursue a career in the home improvement industry.

“I was studying ornamental horticulture at Georgia Southwestern and University of Georgia at the time and started in the garden center as a lot worker,” Ellison says.

As the years went on, Ellison stayed at The Home Depot, climbing the ranks and becoming an expert in multiple hardlines. Then, in 2000, The Home Depot had a major shift in leadership, which sparked changes across the company.

“I was part of The Home Depot team when they underwent a huge transition,” Ellison says. “It led to an overhaul of the company’s culture, structure and general appearance. I worked there for 11 years, making my way up from the lot to operations manager. While I enjoyed my time there, it wasn’t where I wanted to stay for the rest of my career, especially after the change in company structure and culture.”

Following his tenure at The Home Depot, Ellison moved to Lowe’s in 2003. There he was the assistant

manager, taking care of many of the same duties he had at The Home Depot. Ellison stayed at Lowe’s for six years before moving into a different position outside of the retail industry, when he became an estimator for a glass company in 2009.

“I needed a change in career, so I moved to American Glass and Mirror as a glass estimator, where I worked for five years,” Ellison says. “It wasn’t exactly what I was looking for in terms of a career, but it was something different.”

In the early 2010s, Ellison became friends with Jonathan Miller, one of the owners of Miller Hardware Co. Over time, Miller and Ellison discussed Ellison’s work history and Miller was intrigued by Ellison’s background, and mentioned he was looking for someone with Ellison’s skills and experience. Shortly after, Miller offered Ellison a job, and Ellison accepted right away, joining the team as the store manager in 2014. A few years later, Ellison was promoted to director of retail sales, where he has been ever since.

“I’ve been with Miller Hardware Co. for nine years now,” Ellison says. “I’ve been able to take my past experiences merchandising at The Home Depot and Lowe’s and apply them to Miller’s store layout. I’ve also used that experience to help staff members become familiar with our products and excel in customer service.”

Miller Hardware Co. attributes much of its success to an inclusive and family-like company culture and its helpful employees like Jordan Billips (left) and Weldon Gardner (right).

Gain Profit-Focused Store Operations Training With NHPA’s Retail Management Certifi cation Program

Built for owners, managers and key employees in the independent home improvement industry, NHPA’s Retail Management Certification Program focuses on learning skills to grow store sales and profits. Follow in the footsteps of more than 250 retailers who have graduated from the program. Students on average have earned more than 5X the return on tuition paid after implementing their student projects and putting what they have learned into practice!

These companies are advocating for independent retailers by supporting the program.

DEDICATED TO SERVICE

For

Humble Beginnings

Growing up in a small community, Josiah Gates became friends with the staff members at his local Aubuchon hardware store in St. Johnsbury, Vermont. Every Sunday after church, his family would go to the hardware store to get the items they needed to make fixes on their farm, allowing Gates to develop relationships with employees and the store manager, Pat Hussey. In 1995, Gates began working for the store shortly after his high school graduation.

“I became friends with the store manager and took a part-time position at the store,” Gates says. “I went to Lyndon State College nearby, so I was able to continue working while earning my degree.”

As time went on, Gates says he grew comfortable in the store and the community and really enjoyed taking care of customers and working with a great team who were like family, calling the store his second home.

“Right out of college, I applied to several companies, thinking I wanted to go somewhere else,” Gates says. “I received several offers, and I almost took a position at Orvis as the control buyer. Ultimately, I stayed with Aubuchon

because I really enjoyed the hardware industry and the family culture that is still alive today.”

Turning down the position at Orvis was a great decision, Gates says. It allowed him to grow into a store manager for the Aubuchon store in Barre, Vermont, where he stayed for 10 years.

During the last four years Gates was a store manager, Aubuchon transitioned from its third-generation leaders, William E. Aubuchon III and M. Marcus Moran Jr., to fourth-generation leaders, Bill and Marcus Aubuchon. Bill and Marcus took an interest in Gates as more than a store leader and began to train him on leadership style, communication and internetwork development. In 2012, Gates made the transition from store leader to the Aubuchon corporate office as a member of the executive team. Now, 27 years after starting as a part-time team employee, Gates is executive vice president of retail for the 115-year-old company.

“Aubuchon invests in its people by recognizing talent and nurturing further development,” Gates says. “It becomes worthwhile to invest your time and energy back into the company that has given you so much.” Gates says.

almost 30 years, Josiah Gates has worked for The Aubuchon Company, providing top quality service and sharing his experience with others.

Benefits Younger Generation Workers Expect From the Workplace

Promoting a Career

According to the U.S. Bureau of Labor Statistics, in August 2022 there were large numbers of individuals quitting their jobs, especially in the healthcare and retail industries. This trend emerged at the end of 2021 and has remained steady in the months and years since. In the midst of these continuing labor challenges, retailers need to be creative in how they promote an open role, positioning it as more than just a job. They need to explain the benefits for the individual such as health insurance or a 401k, as well as the benefits the employee can bring to the company and even the community.

Working in home improvement retail can mean working long hours and on evenings and weekends, so retailers need to show how it can be a rewarding career, especially for those who love to help others solve their problems and have an eye for detail.

“Retail isn’t easy,” Ellison says. “When I worked at The Home Depot and Lowe’s, the store opened at six in the morning. Staff needed to be there around 5 a.m. to get the store ready. And then the store was open until 9 p.m., leaving staff to work until 10 p.m. or even as late as midnight to get the store ready for the next day. It wasn’t a good environment for people who had families.”

For Gates, sharing stories of how other employees turned their jobs into a career is a great way to show potential employees how they can do the same.

“We have a career tab on our website that shows potential employees the position they are applying for isn’t just a job for us to fill,” Gates says. “We say from the start: A job with us can be a career.”

Both Ellison and Gates had different entrances and career paths to their careers in the hardware industry. But one thing has kept them with their respective companies for so long—company culture.

“Company culture is what defines your business,” Ellison says. “Catering to your employees and making sure they have what they need to be successful helps build a relationship between the employer and the employee. If businesses take care of their employees, employees will return the favor and be more willing to stay for the long term.”

Source: What Employees Look for In Their Employer, 2022 Gallup

An employer who cares about their well-being Open

Leaders who support a diverse and inclusive workplace

Similar to Ellison, Gates says offering a stable, ethical and inclusive workplace is the foundation of a good company culture. For example, Aubuchon offers a grant fund that employees can contribute to or pull from if they are experiencing a rough time.

“We are all about people and do not think of an employee as a number,” Gates says. “They are more than that to us; they are family. We treat them like family and work together to advance their careers with us.”

Investing in Employees

In order to help an employee establish a career within the home improvement industry, Ellison and Gates suggest paying attention to an applicant's personality and how it aligns with your company culture.

“We look for team members who have a mindset that aligns with our family-like company culture and business strategy,” Gates says. “People can forget what you say or do, but they will never forget how you make them feel. Be polite, go the extra mile, and never treat

Whether you are dealing with one or many, our Ketch-All® and Pro-Ketch® Multiple Catch Mousetraps are set and ready to protect. Say good riddance to pesky mice and hello to peace of mind. Trap

When you identify the right people to become employees, you take them in, find out what makes them tick and cultivate them for their role.”

–Marty Ellison, Miller Hardware Co.

OPERATIONS

A Lifelong Career

Read how one employee began working at a hardware store in 1956 and turned that job into a 66-year long career at hardwareretailing.com/66-year-career

others in a way you wouldn’t want to be treated. That is the Aubuchon Difference."

The way employees interact with and treat one another is another part of the Aubuchon Difference, Gates says. It’s also about how employees make customers feel when they are in a store or interacting with employees. The Aubuchon Company added Jillian Montmarquet, chief people officer, in August 2022, to the company to show their continued focus on people, culture and training they continue to grow.

Ellison says he takes a similar approach to hiring new employees, looking at the individual and what they can bring to the team instead of focusing on specific skills.

“When you identify the right people to become employees, you take them in, find out what makes them tick and cultivate them for their role,” Ellison says. “Then you make sure you help them grow and develop as an individual as well as an employee.”

For both Miller Hardware Co. and The Aubuchon Company, each organization makes sure employees are trained through North American Hardware and Paint Association’s (NHPA) training programs. These training programs—including

everything from retail basics to management principles—helps each individual employee be the best they can be.

Ellison and Gates do more than just put employees through NHPA training programs. Both have taught various courses in NHPA’s Retail Management Certification Program (RMCP). Ellison is able to provide a big-box retailer perspective with his long history with The Home Depot and Lowe’s. Gates teaches a class on financial budgeting but also focuses on encouraging each student to go above and beyond what they thought was possible by sharing his real-life retail experiences and journey of growing in the industry.

Showing employees a career path for them in your operation takes time and investment but can pay off in the long run with retention and future hiring. Offering various training programs, even just the basics of merchandising, selling hardline categories and customer service, show employees they matter to the business. If they matter, then they are more likely to invest in the operation.

“When you invest in your employees, they will invest back in your business,” Ellison says.

Across the Nation

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

Adventures in Retail

NHPA on the Road Explores the Pacific Northwest

BY RENEE CHANGNON

Traveling to new destinations is a great way to learn and have some fun. Exploring retail operations in communities away from your own can be an eye-opening experience, sparking innovative ideas you can bring back to your own operation.

This past January, three members of the North American Hardware and Paint Association (NHPA) embarked on another NHPA on the Road trip, this time to the Pacific Northwest. The team included Renee Changnon, retail engagement

specialist, associate editor Carly Froderman and digital media specialist Kevin Trehan. During their time in Oregon and Washington, they visited eight different retail operations.

“I love getting to visit retailers in their stores,” Froderman says. “We learn so much more when we are able to visit stores in person and see how a retailer operates—I’m always amazed at how unique each business is. We saw great examples of merchandising, interesting niches, employee training and more.”

SPOTLIGHT ON THE RETAILERS

The trip to Portland, Oregon, and the surrounding areas allowed the team to meet several outstanding retailers. Over the span of a week, they toured one company headquarters and visited eight different stores.

This cute pup was brought to Wilco to get groomed. They have employees specially trained to be able to groom dogs and cats.

Carly Froderman stopped by W.C. Winks Hardware in Portland, where she met the team and got a store tour from Aaron Bourne (far right).

Renee Changnon and Carly Froderman had a wonderful first day in the Pacific Northwest touring two different Parkrose Hardware stores.

Renee Changnon and Carly Froderman got to tour the Wilco store and spend time with the team, including district manager Bryan King and store manager Adriane Naillon

Renee Changnon and Kevin Trehan made the trek to Pendleton, Oregon, to visit a recently renovated Tum-A-Lum Lumber store. Kevin gathered the entire crew together for some photos.

Lou Boss, owner of Dick’s Color Center in Milwaukie, Oregon, shows Renee Changnon a favorite product they always have on stock.

Cannon Beach Hardware owner Ryan Hayes Dewey gave a tour of the store and shared its rich history.

Levi Hanna and the entire crew at Parr Lumber gave NHPA a warm welcome and a full tour of the operation.

Lou Boss (left) and his team at Dick’s Paint Center were so welcoming and happy to show the NHPA crew the store.

RESEARCH Looking Forward

Discover more home improvement insights from HIRI at hardwareretailing.com/hiri-deceleration

STEADY CATEGORY

IN UNCERTAIN TIMES

FROM THE HOME IMPROVEMENT RESEARCH INSTITUTE

PAINT, PARTICULARLY INTERIOR WALL PAINT, has long been a go-to for many DIYers. With one of the highest DIY purchase incidences across home improvement categories, paint remains a constant in strong or weak markets. Every other year, the Home Improvement Research Institute (HIRI) conducts research with homeowners on over 200 individual products, including 23 paint and sundry products. While paint and sundries have historically been one of the most purchased home improvement categories, the pandemic gave it an even larger boost that resulted in record-high consumer sales volumes. DIY homeowner purchase incidence of interior paint among DIYers jumped from 5% pre-pandemic to 27% post-pandemic. Boomers had a higher purchase incidence of paint and sundries (39%) than younger generations (24% among Gen X, 27% among Gen Y), which is something not often seen in other DIY categories since younger generations are typically more engaged in DIY projects.

INSIGHTS

HIRI also provides its members with regular product market size and forecast data, and when it comes to paint and sundries, the impact of so many DIYers picking up a paintbrush over the past two years is noticeable. HIRI forecasts 2023 consumer product sales for paint and sundries to slightly decrease 0.3% over 2022’s sales, but it could be argued that maintaining such high 2022 consumer sales is an achievement. HIRI forecasts 2023 pro product sales for paint and sundries to increase 4.6% over 2022. While these are not the double-digit gains seen in 2021 and 2022, they do represent a more historically competitive environment and demonstrate more opportunities among contractors.

Beyond 2023, paint may benefit from lower mobility rates seen among homeowners over the past 10-plus years. Today, the average homeowner stays in their home for 12.3 years, according to Redfin’s analysis of historical county records. That figure is expected to increase as homeowners face few options to relocate due to the low existing home supply of roughly 3 months, according to the National Association of Realtors. Average stays will also jump because of a sharp and a sharp increase in mortgage rates that’s keeping owners with low rates in their homes, which is being coined the “lock-in effect.” As more homeowners stay put, they may once again look to paint to provide their homes with a fresh look.

Home Improvement Products

Source: HIRI

RESOURCES In Case You Missed It

For a broader view of the state of the independent home improvement industry, read insights from the 2023 Market Measure Report at YourNHPA.org/market-measure

Paint & Sundries Purchase Incidence by Generation

39% 24% 27%

4%

Interior coatings can bring an immediate facelift to any room with a small investment. Paint is affordable, which addresses the No. 1 home improvement challenge among DIYers and DIFMers today.

Paint is also a necessity for those completing a larger remodel. HIRI conducts quarterly project activity research among homeowners, where kitchen and bathroom projects are regularly in the top three projects completed or planned. Over 40% of homeowners who completed a kitchen or bath remodel did some painting as a part of that project.

Big project or small, low or high budget, paint and sundries can be a solution well-suited for many occasions. While sales may be stable in 2023, homeowners may grow wary in a few years of their recent paint projects. Paint remains well positioned for growth in existing homes and new housing once new housing starts regain strength in 2024 or beyond.

5%

“Paint is affordable, which addresses the No. 1 home improvement challenge among DIYers and DIFMers today.”

—Home Improvement Research Institute

Source: HIRI

Silent Generation Boomers Gen X Millennials Gen Z

Research for Your Business

The Independent Retailer Index, developed with the North American Hardware and Paint Association and The Farnsworth Group, is a regular measure of the independent channels’ performance. Access data at YourNHPA.org/retailer-index each quarter. All data is presented in aggregate. The Index tracks quarterly and year-over-year changes in various business areas including:

• Total sales

• Transaction count

• Inventory investment

• Cost of goods

• Gross profit margins

• Future expectations

• Investment plans: inventory, staff, property, plant and equipment

Q A Yes, It Can Happen to You

STAYING ON THE SAFE SIDE OF CYBERSECURITY WITH LUKE VANDER LINDEN

oining the esteemed line-up of speakers at the 2023 NHPA Independents Conference Aug. 2-3 in Dallas, Luke Vander Linden and his organization, the Retail & Hospitality Information Sharing and Analysis Center (RH-ISAC) bring a wealth of knowledge in cybersecurity to help retailers protect their assets. The conference will cover a wide variety of technology topics that apply to all areas of your operation, including marketing, inventory management, e-commerce and more. In preparation for the conference, Hardware Retailing spoke with Vander Linden, who shared his career journey and gave a sneak peek of what attendees will gain from his presentation.

Vander Linden is vice president of membership for RH-ISAC, a cybersecurity sharing and collaboration community for the consumer-facing business sector. He is responsible for member growth and engagement and overall organizational strategy as part of the leadership team. RH-ISAC, which has grown by more than 50% over the past few years, partners with key trade associations to strengthen the collective efforts to improve cybersecurity across the retail and hospitality industries.

Putting Technology to Work for You

August 2-3, 2023 in Dallas Join

Hardware Retailing (HR): Tell us about your career journey so far.

Luke Vander Linden (LVL): I did not initially come from the cybersecurity world but from the association world, and so I understand how important associations are to encourage collaboration and serve the professionals in that industry. I’ve also worked in nonprofit fundraising, which uses a lot of the same skill sets as working for an association, just for a different purpose. Before that, I worked in public broadcasting television. It hasn’t been a linear path, but it has been a fun ride so far. And it also proves that nontechnical people can have careers in cybersecurity or at least have a good awareness of it.

HR: How is RH-ISAC helping retailers combat cybersecurity issues?

LVL: The RH-ISAC is a nonprofit membership organization founded in 2014, so it’s still fairly young. It was formed as the result of several large cybersecurity breaches in the retail sector about

a decade ago. Those breaches made the need for collaboration within the retail industry apparent and showed the industry it needed a secure environment for cybersecurity professionals to collaborate, share threat intelligence and develop best practices and strategies. We started with 30 members and have grown to 230 members since then, representing about 3,000 cybersecurity professionals at those member companies. What our mission really boils down to is providing a space for collaboration, which results in the entire sector being more prepared and better protected from cybercriminals.

HR: What impact did the pandemic have on cybersecurity?

LVL: Now, more than any time in our history, the cybersecurity industry has gone through a period of rapid transformation, especially because of the pandemic. During that time, most retailers essentially became full-time e-commerce companies. Many had never dabbled in online selling or connected with customers online and now they are dealing with online transactions, storing data and other digital challenges. So the pandemic really expanded what we call the attack surface, and it added a tremendous amount of risk and need for collaboration.

HR: What are some of the other cybersecurity trends and current issues retailers need to be aware of?

LVL: I think people have a preconceived notion of cyberattacks coming from highly sophisticated threat actors. While cyberattacks and hackers are becoming increasingly sophisticated, many are relying on basic techniques, which means there are basic steps retailers can take to protect themselves. These include not using the same password everywhere and making sure all of your systems are updated. Strengthening your defenses with fundamental best practices can go a long way.

HR: Can you give us a sneak peek of what your talk at the 2023 NHPA Independents Conference will cover?

LVL: I’ll discuss some of the trends we’re seeing in both smaller and larger organizations. And we’ll talk about those basic ways retailers can protect themselves. I’ll also go on a deep dive into some of the cybersecurity topics and areas retailers should pay attention to in order to protect their operations. I’m looking forward to meeting your members in Dallas!

“While cyberattacks and hackers are becoming increasingly sophisticated, many are relying on basic cybercrimes, which means there are many basic steps retailers can take to protect themselves.”

—Luke Vander Linden, Retail and Hospitality ISAC

Purposeful Protection

How to Protect Your Business From Cyberattacks

Far from harmless, cyberattacks put individuals and companies at risk and threaten the financial security of businesses and the economy.

According to cybersecurity company PurpleSec, cybercrimes have increased by 600% since the start of the COVID-19 pandemic, leaving more and more businesses at risk.

The FBI takes the lead in investigating cyberattacks and offers ways individuals and businesses can protect themselves against destructive cyber activities. Here are four common cyberattacks retailers face and steps they can take for each to protect their businesses.

Business Email Compromise

With business email compromise (BEC) crimes, criminals send a legitimate-looking email that includes some type of financial request. For example, an email comes from a vendor your company works with asking you to send the payment to a different address. Scammers use malware to gain access to company emails with invoice information or send spoof emails in order to trick the recipient.

How to protect yourself:

• Keep your personal information protected online by not sharing pet names, schools you attended or other common password sources.

• Don’t click on unsolicited emails or text messages that ask you to update your account information.

• Double check email addresses and URLs to be sure they’re legit.

• Scan any attachments before you download.

• Use two-factor authentication.

• Verify payment and purchase requests, especially if the requester is pressing you to make payment quickly.

Identity Fraud

When someone uses your identity to commit a crime, that’s identity fraud. Identify fraud can happen to anyone, regardless of age, gender, race or other factors and can cause major headaches, financial stress and ruin a person’s credit and reputation.

How to protect yourself:

• Read credit card and bank statements each month looking for discrepancies.

• Never give your credit card number over the phone unless you initiated the call and trust the recipient.

• Report suspicious activity on your credit card or bank statements.

• Review your credit report every year.

• Shred documents with personal or financial information.

Super Security

5 Ways to Become Digitally Secure

Ransomware

Ransomware is software that criminals use to keep a company from accessing computer files, systems or networks. The criminals then demand a ransom from the company to receive access to their locked files. Ransomware can be installed from opening an email attachment, clicking on an ad, following a link or visiting a website that has malware buried in it.

How to protect yourself:

• Keep software and applications current and up to date. Use antivirus and anti-malware software, and update the software regularly.

• Back up data frequently and secure your backups.

• Create a continuity plan to deal with ransomware attacks.

Spoofing and Phishing

Spoofing occurs when a criminal uses an email address, sender name, phone number or website URL that looks similar to a legitimate one in order to manipulate individuals to download software, send money or share personal information, which are all common phishing schemes.

Phishing can also take place over the phone, voice email or voice over internet protocol, which is known as vishing, and can also happen through text messages, called smishing. Pharming, another type of phishing, is when a criminal installs code into your computer to redirect you to a fake website.

How to protect yourself:

• Don’t click on unsolicited emails or text messages or download suspicious files.

• Be wary of companies asking for your username or password. Double-check email addresses and URLs.

• Set up two-factor authentication. Don’t share personal information online.

THE BAR FOR CUSTOMER EXPERIENCE

IS RISING... Learn How to Use It to Your Advantage

Think Like Amazon: Leadership for Innovation

John Rossman

Former Amazon Executive

We’re All Digital. Now What?

Chris Hood

Former Google Head of Innovation & Strategy

Retailer Panel Discussions

• Learn From Real-World Cybersecurity Lessons

• Streamline Your Operation With Technology

• Tap Into Technology to Improve Inventory and Purchasing Management

• Create a Digital Marketing Strategy that Sets You Apart

Scan the QR code below to see the full conference schedule.

Register by April 15 for the Lowest Rate!

A limited number of discounted tickets are available. Get your tickets today at YourNHPA.org/conference.

Meet some of the retailers taking the stage to share their experiences.

SPONSORED BY

FRONT CENTER Putting Paint

3 Ways to Invest in Paint and Sundries to Boost Sales

BY CARLY FRODERMAN

Paint is one of the quickest and easiest ways for customers to reinvent their space. Investing in your paint and sundries category not only boosts your overall sales but situates your operation as the store customers visit to start their renovation project, which can lead to additional add-on sales in other categories.

Alessandra Conte purchased Total Hardware in Sayreville, New Jersey, in 2015. In 2018, she added Benjamin Moore to the store, and in 2020, she purchased a 3,800-square-foot building and moved the businesses, dedicating half of the new location to paint and sundries.

CATEGORY SPOTLIGHT

RESOURCES Staying on Trend

See what paint colors are hot this year to help your customers choose their hues with confidence at hardwareretailing.com/2023-color-roundup

Concentrating on Customers

Total Hardware had a 24-foot paint and sundries section when it first opened.

“When we made paint and sundries a focal point of the business, it brought in new customers and gave current customers another reason to stop into the store,” Conte says. “We definitely had a boost in business.”

Conte says Total Hardware serves a mix of contractors and DIYers and knowing the intricacies of what paint and sundry products they want and the level of customer service they need is important.

“Knowing your customer base is key,” Conte says. “We serve a lot of homeowners who are constantly redoing their spaces to keep up with the trends and a lot of DIYers who refinish furniture. I keep those customers in mind when I am stocking my paint and sundries categories.”

Conte says pros usually request specific paint and sundry products based on their personal preferences or requests from their customers.

“I honor our pros’ paint and sundry product requests and keep what they normally use in stock,” Conte says. “They usually want quick and efficient service, which we also provide. We propose new paint and sundry products to them when we get a chance, which results in stronger pro relations when that new product performs well.”

DIYers are more easily influenced to try a new paint or sundry product but often need more guidance on using it, Conte says.

“I make a concentrated effort to ask questions to understand a customer’s project. Once I understand my customer’s goal, I locate and recommend the products that will give them the best result, even if it is not necessarily what they ask for,” Conte says. “If we don’t already have the right products, I confer with my distributor representatives to find the right items for the customer to complete the project, and then I’ll add it to my product mix.”

Conte says DIYers often need help choosing a paint color, so understanding where the color will be used and what kind of lighting and flooring will be present in the same area is important for employees to know.

“Having paint sample cards and books available for customers to take home and test colors in their space has also really helped with paint sales,” Conte says. “Showcasing color combinations that work well together also helps boost sales.”

Once a color is selected, the work is not over.

“DIYers do not always understand what paint should be used in specific areas like kitchens or bathrooms,” Conte says. “Our first question when helping customers with paint is, ‘Where will this be used?’”

Welcome to Sashco. For more than 80 years, we’ve been dedicated to creating high-performance caulks, sealants and stains for homeowners and professionals alike. You might say we geek out on goop. It’s true. Our products are known for their elasticity, durability and reliability. From your chimney to your foundation—and everything in between—Sashco products are designed to get the job done right the first time. You won’t find a good-better-best assortment of products here. We only make the best, produced in our brand new state-of-the-art facility right here in Colorado. We’re proud to be family-owned and operated, where our culture is built on a foundation of honesty, integrity, respect and a whole lot of fun. At Sashco, we don’t just sell products—we invite our customers and community to be a part of our story and believe that it’s our people that set us apart from the rest. We’re committed to providing the highest level of performance and doing so in the spirit of our shared values: truth, trust, care, forgiveness and respect. Visit

“When we made paint and sundries a focal point of the business, it brought in new customers and gave current customers another reason to stop into the store.”

Alessandra Conte, Total Hardware

Promoting Paint

Read how another retailer invested in paint and found success as a community hub for generations at hardwareretailing.com/carpenters-paint-hardware

Top 2023 Trends

Being knowledgeable about what is popular and trending can set your store apart from the competition and establish your operation as a paint and sundries destination. Conte shares some of the trends her customers have been following.

Picking Products

Total Hardware’s paint and sundry selection did not grow to where it is today by chance. Product selection was curated over time with input from customers, Conte says.

“We stocked very basic residential interior and exterior paints in the beginning,” Conte says. “As both owner and manager, I have the unique opportunity to have a lot of face-to-face interactions with customers, and I have taken their product requests to heart to build this category.”

When she recommends a new product to a customer and they end up purchasing it, Conte says she asks them to call her and let her know how the product performed.

“First, I make sure they used the product correctly,” Conte says. “Then I listen to their review of the product and use their feedback to curate my product selection.”

Conte says she has noticed an uptick in demand for more sustainable, eco-friendly and health-conscious paints, such as options with low VOCs or options that have a less negative impact on people with asthma.

Chalked paint is very popular with DIYers, who use it on furniture refinishes.

“I have brought in new lines of paint recently that follow the sustainability or health-conscious product trends,” Conte says. “They have been on my radar for years, but the demand hasn’t been there until recently. I think COVID-19 brought these ideals to the forefront of customers’ minds and encouraged their popularity.”

Grays continue to be a top color choice for many, though more earthy tones have gained popularity.

Navy blue is a common color for cabinets and furniture.

When it comes to trim, customers are moving away from semi-gloss finishes to satin.

Matte finishes are popular for walls, especially with younger customers.

RESOURCES

Selling Paint Colors

Discover eight tips for driving traffic to your paint department to boost sales and encourage customers to try something new at hardwareretailing.com/selling-color

All About Advertising

For the past eight years, Conte says she has tried almost every advertisement avenue but has struggled to find sufficient return on her investments.

Conte says she had some customers who posted on their social media accounts about products they bought at Total Hardware, which led to a mass influx of other customers coming to purchase the same items, highlighting the power of social media.

“With people spending large amounts of time on social media, it makes sense to advertise on it. I have personally seen it succeed, so that is where I concentrate my advertising and marketing efforts,” Conte says. “I still put advertisements in our local newspapers a few times a year when the seasons change for our sizable elderly community and utilize Instagram to target our younger customers. But Facebook is our main source of advertising and marketing.”

Total Hardware sits in the center of three towns that each have their own Facebook page, which Conte uses to make direct contact with her customers.

“I advertise our products, including paint and sundries, on social media daily,” Conte says. “Benjamin Moore has an advertising center with resources we utilize for our social media.”

Messenger, a mobile messaging app linked to Facebook, is a tool customers often use to ask questions about Total Hardware, and Conte highlights the importance of checking those messages and replying fully and promptly as much as possible.

“Customers ask questions about products, delivery and more all the time through Messenger,” Conte says. “It is great for me because if I am helping another customer in the store, I don’t have to stop what I am doing and answer the phone. I just check my phone after and answer whatever question they may have—it makes everything easier.”

Conte also says she takes advantage of Facebook advertising opportunities.

“I had my doubts at the beginning, but I have definitely seen positive results from Facebook ads,” Conte says. “It is a great option because it is easy to do and there are enough price options available for you to find what works best for your budget.”

Conte says social media also helps her find ways to support her community through the business and showcase its support, which grows customer loyalty.

In the end, taking the time to grow relationships with customers is some of the best advertising or marketing an operation can do.

“When you listen and take your time with your customer, they will come back for their next project,” Conte says. “Being cheerful when they walk in and doing the little things—like remembering names and what projects they’ve completed—can make a huge difference and set you up for success.”

Total Hardware owner Alessandra Conte (above, center) relies on her knowledgable employees to guide customers to the right paint and sundry purchases.

B

B U SI N E S S F O R S AL E

Northwest Farm & Home Supply Co.

Location: Lemmon, SD

Gross Revenue: $3 21 million

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 level doors and two dock height doors

B

Central Vermont Paint , Flooring , and Decorating

Business

Location: Vermont

Gross Revenue: $2.82 million

Price: $1 1 million

Full-service decorating store providing

kitchen/bathroom remodeling, cabinetry product o erings, design assistance, specialized service, and professional installation

B U S I N E S S F O R S AL E

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

Hoosick True Value

Location: Hoosick Falls, New York

Gross Revenue: $1.26 million Price: $1.875 milli

This opportunity o ers 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

B U S I N E S S F O R S AL E

Private Business

Location: Alabama

Gross Revenue: $2.21 million

Price: $649,000

B U S I N E S S F O R S AL E

Private Business

Location: Pennsylvania

Gross Revenue: $1.6 million

SEE KI N G B U S IN E S S E S Gold Beach Lumber Yard

We are looking for:

•

•

•

• We prefer to keep all employees as part of the acquisition

• Single-store and multi-store

hardware operations

• Located in the Pacific Northwest

• Store size of 5,000 ft2-30,000 ft2

Engage With Your Customers

Have

CHECKOUTS

OPERATIONS

Growing Sales

HAGAN FLORIST & GIFTS PROVIDES FRESH FLOWERS AND MORE

ADDING A TOUCH OF BEAUTY

and providing a well-received service in the area, Hagan Florist & Gifts has been serving the flower needs of Jacksonville, Florida, for two decades. The shop is located next to the Mandarin location of Hagan Ace Hardware, which operates nine locations in Florida.

The shop specializes in creative floral designs for special occasions, including birthdays, funerals and weddings. Director of store operations Jacob Hagan says they opened the floral shop because there was no nearby competition. It also provided an opportunity to offer a fun and unusual niche and draw from a different customer base.

“For many female shoppers, it serves as a nice getaway after completing their task list. Women have also brought their husbands in who shop in the hardware store,” Hagan says. “Beyond everyday flowers, we’ve used different types of marketing to let customers know about our floral arrangements for prom, weddings, funerals, churches and more.”

Customers can shop in the store, call ahead and pick up their order curbside or take advantage of the shop’s delivery service.

“The niche has brought more sales to the overall store,” Hagan says. “With many DIY customers, the flower shop allows them a joyous shopping experience away from the current task at hand.”

For over two decades, Hagan Florist & Gifts, part of Hagan’s Ace Hardware, has provided a helpful service—fresh floral arrangements and gifts—to the community.

Giving Back Gets Even Cooler

In 2022, Checkouts shared the story of Ellettsville True Value Hardware and its Fan Club. The store, located in Bloomington, Indiana, found such great success in the program that store manager Wade Martz has expanded it to include air conditioners.

The store partners with local nonprofit Area 10 Agency on Aging, which provides resources, solutions and connections for seniors, persons with disabilities and family caregivers in that community.

Chris Myers, executive director for Area 10 Agency on Aging, says senior citizens and people with disabilities who don’t have air conditioning in their homes can register with the agency and be added to the list to receive a free fan or a window or portable air conditioner.

“Electric fans do a good job of moving air and cooling surfaces, which we want to continue supporting,” Myers says. “But as temperatures increase, indoor temperatures can become deadly, and air conditioning is often the only relief to prevent heat related illnesses. Window units are more affordable and accessible for seniors without central air conditioning, which is why we wanted to add this element to the program.”

Customers of Ellettsville True Value can come into the store and purchase a fan or air conditioner at a discounted price, which is then donated to the organization. Customers can also donate money directly to the agency and a representative from the agency purchases fans and air conditioners at the store at a discounted rate using those funds.

“Area 10 Agency on Aging wraps support services around our senior neighbors,” Myers says. “Providing necessary in-home relief through donated fans and window units makes an immediate positive impact on lives, and Ellettsville True Value has been a proven, sustained supporter of our efforts.”

Historic Touches Provide Warm Welcome to Customers

Each time a customer walks through the front door at Carthage Hardware in Carthage, Missouri, they take a step back in time. Since he purchased the operation in 2020, owner Eddie Grundy has made it his mission to ensure the business reflects its rich history in new and exciting ways. The store’s building was originally constructed in 1860 but burned down in 1863 during the Civil War. It was rebuilt in 1878 and has served as a hardware store ever since.

When Grundy purchased the business from the previous owners, he immediately began the process of remodeling the building. He reworked the layout and product assortments inside the store, updated the storefront signage and removed the carpet to reveal beautiful hardwood. To keep the charm of the building intact, he left the original brick walls and tin ceiling.

He spent time searching for antique pieces that reflect the store’s history, like the cash register that sits at the front of the store next to his newer point-of-sale system. Many of the wood-accented built-ins serving as the checkout counter and in-store displays are antiques from former businesses in the area.

“Our goal for the store was to give it an old-school hardware store feel but provide up-to-date products and services to serve our customers’ modern needs,” Grundy says.

Chris Myers (left), executive director of Area 10 Agency on Aging, and Wade Martz (right), manager at Ellettsville True Value, have partnered together to make a difference in their community.

INDUSTRY

LAST WORD

Join us to talk technology at the 2023 NHPA Independents Conference held Aug. 2-3 in Dallas. Learn more and register at YourNHPA.org/conference

What are the three biggest pain points in your specific role?

Taking

Stock

SURVEY YOUR EMPLOYEES TO DETERMINE TECH NEEDS

ACCORDING TO CORESIGHT research, more than two-thirds of U.S.-based retailers plan to increase their technology spending over the next three years. Whether you’re ready or not, advancements in technology continue to move at a swift pace—it can be hard to know where to start and how to keep up. One way leadership can determine if technology is a good fit or decide what types of tech their operation needs is by creating a survey for employees that asks for their insights. Here are seven questions you can include in a survey for employees to gauge your tech needs.

Are you aware of any technologies you think would make your job easier?

What technologies have you seen in use outside our operation that might be a good fit here?

Are there any tasks you are doing manually more than 2 or 3 times a week that could be automated?

Have customers mentioned any technologies they would like to see in our operation?

How are you utilizing our current technologies?

How does the technology you currently use help you be more efficient at your job?

YOUR GUIDE

Kim Peffley

Director of Organizational Development & Consulting, NHPA

Kim Peffley began her career over 25 years ago, working at her family-owned True Value, and then served as General Manager for a seven-store Ace chain. As a certified Everything DiSC® Facilitator and Consultant, Peffley uses her industry-specific retail management and leadership experience to offer professional training and support to retailers.

CHOOSE FROM

1. TeamBuilder

2. Vision Process

3. Everying DiSC®

4. Consulting & Mentoring Custom solutions for your business!

The Orgill Advantage:

One of Many Bryan Gilbert

19 years with Orgill Texas Rep

One of Many Scott Rizzoto

21 years with Orgill Northeast Rep

MULTI-SURFACE WATERPROOFER

Advanced Protection for Exterior Surfaces

 Siloxane-based formula protects and seals

 Great for concrete, brick, wood and more

 Preserves a natural look

 Easy soap-and-water cleanup

Learn More

©2023 Benjamin Moore & Co. All marks are the property of their respective owner. 3/23