Independent retailers strive to deliver excellent customer service, in-depth product knowledge and convenience, but the playbook for success is changing drastically. Join retailers, wholesalers and channel partners as we explore the strategies your peers are taking today to transform the stores of tomorrow.
Think Like Amazon: Leadership for Innovation
John Rossman Former Amazon Executive
Register by
We’re All Digital. Now What?
Chris Hood
Former Google Head of Innovation & Strategy
Hear from retailers who have:
• Developed a gross profit map to maximize store layout
• Partnered with a third party to automate inventory management across 100+ locations
• Curated an e-commerce system to meet pro customer needs
• Recovered from a cybersecurity incident that shut down their entire website
Scan the QR code below to see the full conference schedule.
A limited number of discounted tickets are available. Get your tickets today at YourNHPA.org/conference.
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
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
The data and anecdotal evidence speak for themselves—technology improves everything from customer service to operations. But many retailers believe that technology requires a hefty investment of money and effort. Next month, Hardware Retailing dispels the myth that innovation must be complicated and expensive. We look at some of the basic programs, services and systems retailers can implement that make a positive impact on efficiencies and your bottom line.
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
Canada
All
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.
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
With a passion for rural living and outdoor-loving customers, TJ Colson has built a successful career at Wilco Stores, which has garnered him Top Guns Awards honors. During his time, Colson has taken on various roles and advocated for technology that advances the company’s goals.
After more than 20 years in the industry, A Few Cool Hardware Stores founder and CEO Gina Schaefer has chosen a successor. Meet Craig Smith and hear the details of how he came into this new leadership role.
40 CATEGORY SPOTLIGHT
Offering a wide variety of plumbing products and services sets your operation apart. Learn how one retailer has found success by keeping their inventory up to date and providing professional plumbing services.
Do it Best gives Kenny Trujillo and Richie Tabet the power to quickly and efficiently deliver building materials to customers across a vast 122,000-square-mile service area.
OPERATIONS
Succession planning is one aspect of the business every owner—no matter the size of their operation or their location—will have to address at some point. On Page 28, two retailers discuss how they partnered to continue the legacy of a strong operation. Check out the stories below for more insights on the importance of having a business transition plan.
Plan ahead for passing your business on by exploring these three common types of succession planning options.
One retailer thought he had all his boxes checked, but had to change plans during the process.
Discover best practices for selling your business to an outside operation.
Implementing technology in your business can be confusing. Take a look at these best practices for assessing what technology your business needs and what is the best fit.
Plumbing has gone green with homeowners looking for eco-friendly options in their kitchens and bathrooms. Learn more about sustainable products and how to sell them to your customers.
Hear from Top Guns honoree TJ Colson, president of Wilco Stores, who shares how Wilco has implemented technology—from e-commerce to data protection programs— to better serve its customers and improve efficiencies.
A COUPLE OF MONTHS AGO I received a call from a former retailer who went through the North American Hardware and Paint Association’s (NHPA) Retail Management Certification Program (RMCP) in 2019. Corinne Courtney opened a store outside of New York in 2018 called Nailed It! Hardware and then enrolled in RMCP because she wanted to fast track her retail education. She spent the previous two decades of her career working in a corporate position in New York, and she wanted to make a go of it as an independent home improvement retailer.
Corinne was able to attend RMCP thanks to a $6,000 scholarship from one of NHPA’s vendor partners. This was the only way she could afford to attend the class because her business was brand new, and money was tight. On the first day of class, she told everyone her story and why she was attending, and the entire class embraced her wholeheartedly. Her classmates poured years of their collective retail knowledge and wisdom into her and offered their support in any way they could. As a result, her business thrived, and Corinne graduated from the program with knowledge of advanced retail best practices as well as a network of friends she could continue to lean upon.
However, when she called me earlier this year, it was not with good news. Corinne said she had to close the business during the height of the pandemic due to extenuating circumstances, and she was reluctantly returning to her past career. She said attending RMCP was one of the most rewarding things she had ever done and she had mailed a $6,000 check to NHPA to use for a scholarship for a future student who, like her, might not be able to attend the program otherwise. In that moment the RMCP Pay It Forward Scholarship Program was established.
The point of this story is that it never ceases to amaze me how caring and generous this industry is. Members of this channel look to our association to bring them together so we can continue to lean on and learn from each other, whether that’s through programs like RMCP, or events like the NHPA Independents Conference taking place in Dallas from Aug. 2-3, where we will host a 10-Year RMCP Reunion and formally christen this scholarship program.
So, to all former RMCP students and sponsors, you are formally invited to attend this celebration taking place the morning before the conference begins, which will include presentations and networking opportunities. For future RMCP alumni who have yet to attend this amazing program, there is still time to sign up for the 2023 class starting next month. Simply visit YourNHPA.org/rmcp and apply today.
For anyone who would like to pay it forward and help a student attend, please contact me at swright@YourNHPA.org or give me a call at 317-441-4136 We would be honored to connect your generosity to a student who needs it.
Scott Wright Executive Director, Advanced Retail Education Programs
“Members of this channel look to our association to bring them together so we can continue to lean on and learn from each other.”
WHEN SOMEONE ASKS ME what I do for a living, it always gives me pause. The easy answer is that I’m the chief operating officer for a not-for-profit trade association. But I challenge almost any of you to tell me what that means.
So, when this question arises, I usually defer to some kind of a joke like, “I go to meetings for a living” or “I talk for a living.”
While on the surface these are meant to be lighthearted responses, there is actually a good bit of truth to both. I’m in a lot of meetings, and I have a lot of conversations with people.
I think the other half of this equation is what comes out of those conversations and meetings. I guess I see it as my job to add value to these interactions but then take what is said and done during these events and use it to fulfill our organizational mission—to help independent home improvement operators run better and more profitable businesses.
In that spirit, I’m going to pose a question to all of you that has found its way into a number of my recent meetings and conversations. Now, before I pose this question, I don’t think there is a simple answer to it. But what I can tell you is that we need to come up with an answer—and soon!
So here it goes: “What will the independent home improvement store of tomorrow look like?”
I don’t mean physically, but more philosophically. The old value proposition of what an independent retailer brings to this market was pretty clear cut—convenience, service and product knowledge.
Today, all three of those values are so different from what they were just 10 years ago. I, and many folks I talk to, don’t think they can remain the same, especially not five to 10 years from now.
Why have these values changed? Well, your customers now measure convenience by same-day delivery and access to products through a mobile app with immediate price information and product reviews. Product knowledge is now just a click away, and the definition of service has completely changed.
So herein lies the crux of the question: if independent retailers can’t rely on these old value propositions, what do the new ones look like?
Like I said, I don’t have a ready answer, but as an industry, we need to start giving our all to come up with one. And one of the best ways to do this is to get together and talk with one another about it.
Lucky for us, we have a great opportunity coming up in just a few weeks to do exactly that. In fact, that’s the entire thrust of the 2023 NHPA Independents Conference Aug. 2-3 in Dallas.
So, as we all struggle to define what we do, who we are and what we might become, I’d like to invite all of you to Dallas where we can begin working through these questions together. Learn more and register at YourNHPA.org/conference
Dan M. Tratensek Chief Operating Officer & Publisher
“If independent retailers can’t rely on these old value propositions, what do the new ones look like?”
Looking to refresh your store’s design and layout? We’ve got you covered!
Our team of experts has over 25 years of experience, and they would love to meet with you and discuss your needs! During the consultation, they’ll go over design/ layout options, including your current set of products and new lines you’d like to bring in. We recommend doing a store remodel/design every five to seven years. Please see our process below.
• Free consultation to discuss the following: fixtures, signs, layout, and merchandise.
• Perform market and space analysis.
• Measure store.
• Develop CAD store drawing.
• Present plan.
• Schedule “Set Crew”.
• Proceed with project.
Keeping your store profitable is our #1 priority. Thank you for trusting House-Hasson for your hardware and supply needs!
Submit your 2022 year-end financial documents for the 2023 Cost of Doing Business Study at YourNHPA.org/codb and receive a free copy of this year’s study.
The 2023 Cost of Doing Business Study deadline is June 30.
IT’S TIME TO PARTICIPATE in the 2023 Cost of Doing Business Study , put together by the North American Hardware and Paint Association (NHPA). Submit your operation’s 2022 financial data to receive a free copy of the study.
For more than a century, NHPA has collected information from independent home improvement retailers for the study. Each year, this financial benchmarking tool helps retailers understand how their businesses compare financially to typical and high-profit operations so they can make informed decisions.
You can choose from several easy ways to share your information with NHPA, via mail, email or online. Participants receive free access to the study’s results and a personalized financial analysis of their business. The information provided is completely confidential. Visit YourNHPA.org/codb to get started.
Scan the QR code to watch a video and learn what you can gain by participating in the Cost of Doing Business Study.
When you participate in the Cost of Doing Business Study, it can help you identify new financial opportunities for your operation. Have you looked at your financials recently? Here are some numbers you should know.
SALES PER SQUARE FOOT
This classic measurement remains one of the most important gauges of a store’s productivity.
The sales per square foot for a typical hardware store is $279
INVENTORY PER SQUARE FOOT
Stores that stock more inventory per square foot typically generate higher sales.
The inventory per square foot for a typical hardware store is $60
Source: NHPA’s 2022 Cost of Doing Business Study
SALES PER EMPLOYEE
In calculating this ratio, two part-time employees are considered equivalent to one full-time employee.
The sales per employee for a typical hardware store is $243,743
SALES PER CUSTOMER
By measuring the average sale per transaction, retailers can gauge the performance of merchandising and sales staff.
The sales per customer for a typical hardware store is $32
PROFIT BEFORE TAXES
This figure represents the money you put in your pocket every month and provides a way to measure the health of your operation.
The profit before taxes for a typical hardware store is 9.1%
ASSOCIATION
Save Money and Gain Tech Insights
Register by June 15 to save $200 on the 2023 NHPA Independents Conference. Scan the QR code or visit YourNHPA.org/conference to register.
Attend the 2023 NHPA Independents Conference for a chance to win a TeamBuilder session.
IN THE EVER-CHANGING world of retail, it can be hard to keep up. If you’re struggling to figure out the question of what’s next, the 2023 NHPA Independents Conference has answers. And, at this year’s event, all retailers who register will be eligible to win one of two TeamBuilder sessions with Kim Peffley, NHPA director of organizational development and consulting.
“There’s no better way to reset and find new solutions than to hear from your fellow retailers and industry experts at the conference,” Peffley says. “This is the best place for you to get real solutions to real issues. You’ll leave with ideas from at least a dozen retailers, competitive strategies from former Amazon and Google executives and so much more.”
TeamBuilder includes a two-day on-site consultation with Peffley where she’ll lead your team through assessments and exercises to improve productivity, teamwork and communication. The sessions include 15 Everything DiSC® Workplace assessments, a Team View Report and Comparison Reports.
Also as part of the assessment, Peffley will help you evaluate your structure, including reviewing the organizational chart and job descriptions. You’ll also receive a personalized assessment report with recommendations to help align your team to your business goals and values based on the consultant’s observations during the visit. During the online post-visit meeting, Peffley will review your personalized assessment report and offer recommendations on training resources, leadership training and more.
“These sessions are designed to help you discover how to get your staff working more cohesively as a team and set processes in motion to help maximize the potential of your staff and improve your company culture,” Peffley says.
Retailers must be present on Day 2 of the event, when NHPA will announce the winners. Learn more at YourNHPA.org/giveaway
Apply by June 16 to join this year’s Retail Management Certification Program class.
IF YOU’VE BEEN LOOKING for a way to reengage your key employees and invest in your team, the NHPA Retail Management Certification Program is your solution. And the deadline to apply was just extended to June 16.
Built for owners and managers in the home improvement industry, the program focuses on learning skills to grow store sales and profits in today’s changing retail landscape. This six-month retail management training program includes class training and homework, an individual business improvement project and quick wins.
Students visit Indianapolis three times over a six month period for in-person sessions led by instructors who are current and former retailers, university professors and industry experts.
“We understand how challenging it is for key employees to leave the store these days,” says NHPA executive director of advanced retail education programs Scott Wright. “The average ROI graduates of the Retail Management Certification Program have seen from applied learning, business improvement projects and ‘quick wins’ is five times the amount of tuition paid, so it truly is an investment back into your business.”
Follow in the footsteps of more than 250 retailers who have graduated from the program. Take a closer look at what retailers experience during this program and some of the key benefits you’ll come away with.
Visit YourNHPA.org/rmcp or contact Scott Wright at swright@YourNHPA.org or 317-441-4136 to learn more and apply today.
78% say they look for discounts or free delivery.
73% say they buy less or put off larger purchases.
47% say they prioritize product quality and do more research
15% say they buy private label.
82% of U.S. consumers buy tools and hardware online.
49% say positive reviews are important when shopping online for tools and hardware.
42% say fast shipping is important when shopping online for tools and hardware.
Specifically designed to grow your business, the PRO Hardware and Farm Mart programs provide the advertising, marketing and merchandising services you need so you can focus on reaching your goals. Expert teams create and manage print ads, mobile resources and digital tools so you can dedicate more time to customers, employees and meeting the needs of your community.
The PRO Hardware and Farm Mart programs are also customizable, efficiently allowing you to use the tools that work and that matter the most for your business. PRO
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.
Interstate Woodworks Beeswax Paste is hand mixed in small batches, all-natural and nontoxic. Beeswax Paste is perfect for cutting boards, bowls, wooden spoons or any woodworking project and makes wood surfaces food-safe. It brings new life to old, faded furniture finishes and is a great chalk paint sealer. Beeswax Paste is easy to apply and penetrates and seals to leave a beautiful, velvety luster.
INTERSTATE WOODWORKS
bwaxpaste@gmail.com or 203-506-0966
Magic Sliders’ Magic Fit is an easy-to-apply rubber cap that slips over any furniture leg, no matter the shape or size. It protects the furniture and floor from scratches and scuffs while eliminating noise during rearrangements or movement.
MAGIC SLIDERS | magicsliders.com or 630-325-4900
Brass Knuckle BKKN200 Heavy-Duty Knee Pads provide all-day protection with a hard, contoured polyethylene cap. The knee pad conforms to the shape of the knee cap to enhance patella stability and reduce risks of impact and injury. The rounded, abrasion-resistant cap allows for safer pivoting and heavy-duty work on the knees, while foam padding throughout maximizes wearer comfort. It is one-size with an adjustable strap to keep the pad where it should be.
BRASS KNUCKLE® PROTECTION
brassknuckleprotection.com or 770-674-8930
The Boxed Glass Candle Refill from ILLUME reduces waste by packaging refills in a compostable paper cup. Users can push the bottom of the refill up, pull the wax out by its wick and insert it into a cleaned boxed glass candle vessel. It is available in a variety of scents and vessel options. The candles are PETA-certified, cruelty-free and vegan.
ILLUME | wholesale.illumecandles.com
The Ultimate Scraper is a reliable, high-performance commercial-grade tool that consumers use season after season. It is strong enough to chop, but thin and flexible enough to peel away stuck-on material. It can be used to remove ice, snow, tile, drywall mud, carpet glue, padding and more. THE
ultimatescraper.com
612-387-5552
“The Ultimate Scraper is made locally in Minneapolis, and it is the best ice and snow scraper I’ve ever used. I recommend it to everyone who comes into the store.”
—Andrew LeVahn, LeVahn Brothers
Brinks Commercial Matte Black Door Hardware is constructed with a ultra-durable, powder-coated and chip-resistant finish. The finish is available in a complete lineup of hardware, giving architects, contractors, locksmiths and DIYers a modern alternative to silver-toned finishes.
BRINKS COMMERCIAL | hamptonproducts.com
Root Booster™ loosens and conditions compacted soil to promote water uptake and drainage. It helps build a stronger, deeper root system, resulting in bigger plants. The probiotic blend releases locked-up nutrients and enhances absorption for a stronger lawn that can fight off diseases and withstand harsh conditions. When used as directed, Root Booster™ is safe for children and pets immediately after application.
TURF TITAN | turftitanbrands.com or 855-483-8873
Viking’s Undercounter Convection DrawerMicro™ Oven is a 1 2/5 cubic foot, 900-watt combination convection oven and microwave that can be placed below an island, peninsula or standard cabinetry. It features built-in airflow control for flush mounting, air fry, toast and warm cooking modes and 11 variable power settings.
VIKING RANGE | vikingrange.com or 888-845-4641
Farmers Sleeves offer protection for the arms and skin of any farmer, gardener or outdoor worker. They feature cooling comfort and SPF 50+ protection against harmful UV rays, as well as protection against skin allergens and scratches. They are breathable, wick sweat and are made from 15% spandex and 85% REPREVE® polyester. The sleeves are available in a variety of patterns and colors, including garden flowers, tropical flowers, forest green, leaf camo, green camo, white camo, save the bees, grey, black camo, cream, leopard and more.
FARMERS DEFENSE farmersdefense.com or 831-789-2001
Capstone Granite is an interior/exterior, water-based and acrylic coating with a multicolor blend of decorative chips for a granite-like appearance. This coating is ideal for horizontal and vertical surfaces such as pool decks, porches, patios, decks, walkways, walls and more. Capstone Granite is nontoxic, low-odor, features water clean-up and is made in the U.S.
AMES RESEARCH | amesresearch.com or 888-345-0809
Battery Daddy® is the ultimate battery storage system to organize and protect all your batteries. Its unique double-sided design stores and organizes up to 180 batteries, yet takes up the space of a laptop—perfect to fit in any cabinet, drawer or shelf. Battery Daddy® comes with a battery tester and prevents loose batteries from rolling around.
ONTEL PRODUCTS CORP | batterydaddy.com
To stay informed about new innovations and trends, subscribe to the twice monthly Hot Products newsletter at hardwareretailing.com/subscribe
The Wagner FLEXiO 2500 Paint Sprayer offers a smooth, consistent finish on a wide range of interior and exterior projects, such as interior walls, ceilings, fences, decks, sheds and more. It applies coatings up to eight times faster than a brush and can spray unthinned paints and stains right from the can. It includes cup liners and features the Lock-N-Go System for quick disassembly and cleaning or color changes.
WAGNER | wagnerspraytech.com or 800-328-8251
YouCopia’s RollDown Egg Dispenser is designed to hold 12-14 eggs in any refrigerator. It holds standard, large and jumbo eggs. The slim, two-tier and gravity-fed design frees up fridge storage space while nonslip feet hold everything in place.
YOUCOPIA | youcopia.com or 888-973-9288
HELP COMES FIRST
No matter the role he’s held at Wilco Stores, TJ Colson’s main focus has been providing a high level of customer service.
With a love for the land and the people who live and work on it, TJ Colson has built a successful career in the farm and ranch industry. As someone who raises cattle himself, he feels a personal connection to his customers and uses this bond to bring success to his operation. Those accomplishments in business and his commitment to his community over the past two decades have led to him being named a North American Hardware and Paint Association (NHPA) 2023 Top Guns Awards honoree.
WILCO STORES President
Read more about TJ Colson and his 2019 Young Retailer of the Year honor at hardwareretailing.com/tj-colson
Honorees are chosen for their commitment to the independent home improvement channel. They are pillars of innovation, helping grow their businesses through strategic leadership with consideration for their communities and their teams. This year’s honorees were chosen for their focus on utilizing technology to improve operations.
Colson currently serves as president of Wilco Stores, which is part of Wilco Co-op, a farmer-owned cooperative made up of 3,000 farmers and ranchers with stores in Oregon, Washington and northern California.
As soon as he was old enough to drive, Colson started working for a small family-owned independent feed store in central Oregon called Central Oregon Ranch Supply.
Colson worked there his junior and senior years of high school and then took time off to focus on school during his freshman and sophomore years at college. As fate would have it, he wouldn’t stay away from the industry for long. What ended up being a disappointment for his college roommate turned into a prime opportunity and the start of a remarkable career at Wilco for Colson.
In 2003, Colson’s roommate at Linn Benton Community College went into the local Wilco store to apply for a job, but the manager was looking for someone with previous industry experience.
“He came back a little discouraged but told me I should apply there because they were looking for somebody who had the unique skill set of working on the old Triad blue screen computer system,” Colson says. “I had that experience from Central Oregon Ranch Supply, so I went in to apply and was hired on the spot. That was 20 years ago, and I’ve been with Wilco ever since.”
Colson has spent the last two decades expanding his knowledge and experience beyond feed, ranch and farm and into hardware, paint, lawn and garden and other home improvement categories. Through it all, he says he has always had the focus of helping customers pursue the rural lifestyle they desire or love. He has had the unique opportunity to work as a team member with nearly every team within the retail division at Wilco.
While all his transitions were significant, his move to store manager in 2009 to one of Wilco’s full model stores—which are more than 20,000 square feet of retail space—in Springfield, Oregon, was one of the most impactful to his career. The Springfield location was in a new market for Wilco and the store that kicked off the company’s retail store growth strategy. Colson says he appreciated the experience of being able to build his own team.
“I wish I had more time with that team, but I was also very fortunate I had the opportunity to take the next step and become a multistore leader. With a team of more than 35 people, and doing more than $10 million in sales annually, Springfield was where I faced a lot of first challenges that allowed me to learn and grow the most,” Colson says. “My time there was career-defining for me. I was 26, and I grew up fast, learning how to become a leader and working with a larger team and more customers.”
In 2014, Colson had the opportunity to transfer back home to Corvallis, Oregon, when he opened a store for Wilco in that city.
Learn how two retailers turned their jobs in hardware into full-time careers in the independent home improvement industry at hardwareretailing.com/job-to-career
“Opening the Corvallis store was a highlight for me because it was back in my hometown, which I have a passion for and love being able to serve,” he says.
Just as his roles with Wilco have varied, Colson’s duties within his current role cover many areas of the business, including operations, merchandising, marketing, e-commerce, technology and more. He says he appreciates the ability to continually learn, grow and develop, honing his skills, taking on new opportunities and being open to think innovatively.
“Leadership at Wilco believes in investing in their people, evolving their human capital and growing their teams. It is such an important part of the culture and one of the reasons it has found great success,” Colson says. “I’m very fortunate that leadership at Wilco has invested in me, and now that I am in a leadership role, I want to make sure our organization continues to invest in our teams.”
Before the pandemic, Wilco’s total e-commerce business was less than 1% of total store sales.
Today, Wilco’s e-commerce site, farmstore.com, sees over $15 million in annual sales and the site processes more than 10,000 buy online, pickup in store and ship-to-home orders per month. Wilco’s site has also seen an average basket size of over $125 consistently, which is nearly double its in-store average transaction. Customers buying in-store and online spend nearly three times more.
Be a part of one of the industry’s biggest awards at the 2023 NHPA Independents Conference Aug. 3 in Dallas and glean insights from this year’s Top Guns Awards honorees in an exclusive panel discussion. Honorees will share the strategic investments they’ve made in technology to improve productivity, employee morale and overall customer experience Immediately following the panel, join the honorees at the NHPA Top Guns Awards reception sponsored by STIHL and the National Hardware Show
One way Wilco invests in its employees is through a positive company culture founded on the operation’s core values and continuous improvement. From annual planning and new hire training to employees working with customers every day in the stores, Wilco’s core values—integrity, respect, excellence, accountability, community and teamwork—are foundational to everything the company does, Colson says.
“We continually communicate and share our values, mission and vision,” he says. “We want our employees to go beyond just reading the words on a poster in a break room; we want them to live those values.”
Another unique aspect of Wilco’s company culture is, like Colson, most of the company’s employees live the same rural lifestyle their customers do and can relate and connect with their customers on that level.
“Our employees, whether they live in the city or country, have an affinity and passion to be a part of this network of customers who enjoy the rural living lifestyle, from outdoor enthusiasts to gardeners to individuals who raise backyard poultry,” Colson says.
Along with a great employee discount program, employee profit sharing, flexible scheduling and many other employee perks, Wilco offers employees an opportunity for a career, not just a job. Colson says he and other leaders in the company work to hire from different audiences, including students in high school and college. They also encourage college students to work for Wilco regardless of the degree they are pursuing because the company offers positions in areas like accounting, human resources, marketing, merchandising, IT and other roles outside of the retail stores.
“You can chase the dollar, but chasing the career is where you’ll find true success and happiness,” Colson says. “Once you find something you connect with and you’re passionate about, it’s no longer about chasing the dollar. I recognize everyone needs to survive and have an income where they can thrive. But we try to offer an opportunity for employees to find a career where we invest in their personal and professional development.”
Company culture and a desire for continuous improvement has set the foundation for Wilco’s success, but technology has helped achieve many of the goals Colson and the leadership team set forth. Colson says the company’s vision when it comes to technology is to make significant investments every year from a capital expenditure standpoint to stay relevant.
“We invest where it makes sense, where we’ll see a return and where it supports the needs of the business and the objectives of the strategic plan,” he says.
The company accomplishes these objectives through technology that supports customer privacy and security, e-commerce, communications, infrastructure and more. Wilco is utilizing handheld communications technology, including iPads, iPhones and two-way radios, to make correspondence among employees clearer and more efficient and is consistently updating its wireless technology strategies.
“With our e-commerce platform, we were very fortunate to have made those significant investments right before the pandemic,” Colson says. “It was a differentiator and an absolute game changer for us. It kept us relevant in a time of chaos and fulfilled a need for our customers.”
Colson is grateful to a long list of family members, fellow teammates and mentors who have guided him over the years. He says he’s fortunate to be part of a team of leaders who
have contributed to his career, including current Wilco CEO Sam Bugarsky, who had the vision to encourage Colson to participate in the NHPA Retail Management Certification Program. Others who have played a role in Colson’s professional life include former Wilco CEO Doug Hoffman and former Wilco district manager Will Barnhart, both who provided guidance early in his career.
“The team I had in Springfield during that pivotal point in my career also shaped me as a leader,” Colson says. “They challenged and rewarded me, and they did so many things that developed me into who I am as a leader. If it wasn’t for that initial team in Springfield, I wouldn’t be where I am today. I owe so much to that team.”
On a personal side, Colson also gives much credence to his wife Samantha. At their farm, they raise show cattle together, a difficult job but one both are passionate about.
“She’s been my rock, supporting me through my long days, nights and weekends spent working and traveling. I appreciate so much what she does to take care of our home and farm when I’m away,” he says. “I’m also grateful to my parents and my friends and industry partners, Scott Jerousek, Ryan Ringer, Jason Blair, Scott Wright and the many others I have the opportunity to learn from or work with.”
As a Top Guns honoree, Colson is looking forward to advocating for the independent channel and bringing awareness to the many people and businesses that make up the industry.
“I want to share the stories of this industry, all it has to offer and recognize the vast number of dealers, cooperatives, owners and managers out there who get up every day, unlock the door, turn on the lights and serve their communities,” he says. “I want to share that passion and let people know that our industry offers tremendous opportunities and can provide a wonderful career.”
“We invest where it makes sense, where we’ll see a return and where it supports the needs of the business and the objectives of the strategic plan.”Because he has worked in many different roles with Wilco Stores, president TJ Colson is better able to connect with and support his fellow employees.
Whether you’re looking to grow or sell, if you need financing or valuation services, the NHPA Retail Marketplace has options. Visit YourNHPA.org/marketplace to learn more.
Transition is part of the natural evolution of a business, whether you pass a business to a new leader or the business closes. Two decades ago, Gina Schaefer, founder of A Few Cool Hardware Stores, was new to the independent home improvement industry, but people were already asking about her transition plans.
“I opened Logan Hardware when I was 30, and people almost immediately started asking me what my exit strategy was. And I thought that was such a weird question at the time, because I was young and brand new. Why should I think about selling it?” Schaefer says. “I realize now, in hindsight, there are details that you put in place along the way to make that process easier, like have clean books, do everything above the bar and have professionals help you with your finances. I’m so proud we did all those things along the way because it made this experience so much smoother.”
As a result of implementing those strategies early on, Schaefer and her husband, company CFO Marc Friedman, are now in a position for Schaefer to make a smooth exit. In late April, A Few Cool Hardware Stores announced the next foray of leadership for the company: Craig Smith, owner of Fairfax Ace Hardware in Fairfax, Virginia, has joined the company as co-CEO.
In 2021, Schaefer and Friedman decided that making their company an employee stock ownership plan (ESOP) was part of the transition plan for A Few Cool Hardware Stores. They worked with a comprehensive group of consultants—lawyers, financial advisers, tax specialists—to be sure they were doing it the right way.
Learn how one company with growth goals evaluates businesses for acquisition, and hear the story from the seller’s perspective at hardwareretailing.com/outside-buyer
The next step was finding Schaefer’s replacement to lead the company, which at the time comprised a dozen stores in Washington, D.C. and Baltimore.
Smith has deep roots in retail and the independent home improvement industry, growing up in his father’s retail pharmacy. He later served as manager of Strosniders in Bethesda, Maryland, before opening Fairfax Ace Hardware in Fairfax, Virginia, in 2011. Schaefer and Smith have been peers for over a decade, with Smith leading the region’s Ace retailer group that Schaefer and her team have been active participants in.
“My deepest memories are getting to know Craig through those group meetings, and then watching him interact with the rest of my back office,” Schaefer says. “Just in terms of cultures aligning and personalities syncing, I had already watched Craig interact with the people in my company, and they all seemed to really like and respect each other.”
Schaefer says considering Smith to take over the business came to her a bit by surprise, but once she had the idea, it seemed like the obvious answer.
“I remember one day texting Marc saying, ‘What do you think about Craig?’ And his answer was something like, ‘that almost seems like a no-brainer,’” she says. “But first, Craig had to agree. And so we took him to lunch.”
When Schaefer and Friedman invited him out for lunch in March 2022, Smith says he didn’t think the conversation would be about him becoming CEO of their company.
“I just thought they wanted to see my store. I knew they were thinking about doing something in Alexandria similar to what Fairfax has done in regard to outdoor power and barbecue,” Smith says. ”We went to a restaurant nearby, they sat me down and blew my mind.”
Smith knew it was a unique opportunity, but he had to contend with what that meant for his position as a sole business owner.
“I had done business the way I wanted to do it for a long time, a decade plus, and this was some folks coming to me and saying, ‘Do you want to do something with us?’ Being part of a team rather than a lone wolf—there’s some risk involved,” he says. “But I don’t know if I would ever see another opportunity like this in my entire lifetime. So I told them I was excited about the opportunity, then I discussed it with my family and happily accepted.”
The transition process took place over the course of the next year, which included finalizing the sale of Fairfax Ace to A Few Cool Hardware Stores. Schaefer says agreeing on the terms of the sale was one of the simpler parts of the process, especially due to Smith’s attention to business details.
“Sometimes people go through this process and they have skeletons they’re trying to hide or they’re trying to recover from something they hadn’t disclosed,” she says. “To Craig’s credit, he ran such a clean, successful business that getting the valuation for it was seamless.”
The owners set up a trust in the form of a government-qualified pension plan to hold the shares of the company on behalf of the employees. All employees have an account with the trust.
If the ESOP doesn’t have enough cash to purchase all of the owner’s shares, the trust takes out a loan to purchase, with the value of the shares determined by an independent appraisal. An owner can sell all their shares upfront or a certain percentage of shares at a time.
The business pays down the loan using its profits, and once the loan is paid off, those profits are shared with all employees by increasing the ESOP. The ESOP is essentially a long-term retirement plan, where the ESOP holds the shares with an evaluation done by an independent appraiser each year to determine value.
The ESOP shares are allocated to the eligible employees based on several factors, such as years of employment and wages, with each ESOP differing in both employee eligibility and the stock allocation method. When an employee leaves the company, their shares are cashed out, similar to a retirement plan.
New and exiting leadership should work together to create a communications plan that includes overall communications goals, a timeline and strategies for internal and external announcements. Be sure your schedule takes into consideration the timeline for business transactions like property sales or tax assessments to be final to avoid announcing prematurely.
Whether you start with a group of managers or upper leadership or if you are able to tell everyone together, make it a point to announce the transition together. Also, make yourself available to answer questions about the transition and the impact it will have on your staff.
Once your team is informed, it’s time to let the community know. Work with your marketing department or an agency to draft a press release to send to local news outlets. Be sure to include quotes from the exiting leader and the new leader that offers insight into the decision. Be sure to include contact information for community members and local media to reach out.
As a result of the sale, all 32 employees of Fairfax Ace are now part of all A Few Cool Hardware Stores offers, including becoming part of the ESOP. The arrangement has already transferred 30% of company ownership to employees through a trust that allocates shares to eligible employees over time.
While Smith and Schaefer agree that an ESOP isn’t necessary to complete a transition like this, Smith says that structure was part of what made this plan so attractive to him.
“Part of the reason that led me to this company is because it is an ESOP. So I appreciate that it’s there,” Smith says. “From my team’s perspective, too, my decision to join this company means they are going to have better benefits, more professional development and access to an ESOP. Who wouldn’t be thrilled by that?”
While the ESOP was a determining factor in Smith’s decision to join the company, the culture that Schaefer has created and the opportunity to continue her legacy were also key.
“The facets Gina and her talented team have embedded in the company culture—giving people second chances, engaging the community and operating with thoughtful core values—have laid a rock-solid foundation and paved the way for a bright future,” he says.
Now in the final phase of her transition plan, Schaefer’s advice to the next generation is not to wait until it’s time to exit. Start your plans now, and don’t dismiss any options until you’ve seriously considered everything.
“When Marc and I started this process, we evaluated every option. Nothing was too scary or off limits. We talked about selling to private equity, we talked about
selling to a bigger retailer, we talked about selling to our managers and forming some kind of employee co-op,” Schaefer says. “We didn’t rule anything out until we ruled it out. An ESOP is not cheap, but there are lots of really great benefits that personally align with our values.”
Several years ago, Smith and his brother each owned a 50% stake in each other’s businesses, and they made the decision to buy each other out. He says going through that process gave him insights that made this transition smoother, but he also cautions retailers who haven’t thought through a succession plan.
“As great as this opportunity is for me, as an owner, you don’t want to be forced into something like this. You want to be able to choose your path as the owner,” he says. “If you let it languish, then you will be eventually forced, and that’s not preferred.”
Currently, the co-CEOs have agreed that Schaefer will remain in her position until mid-July, at which point they will re-evaluate to decide if she can step away completely. Learning and growth are at the top of Smith’s to-do list until then and beyond, and he says he’s excited about the possibilities.
“I really enjoy every day because every day is different. I like visiting different locations and talking to different people. There are so many players here to get to know,” he says. “I’m really excited for what’s on the horizon. Gina and Marc and their team have built an amazing business and to know that we can grow it even further is really exciting. Every day that goes by, I am more confident that I made the right decision by joining this company.”
Though it took a few years and various detours to get here, Ashley and Heath Peterson are living out their dream of owning a paint store. The couple opened Blue Mist Paint & Flooring in May 2022 in Spartanburg, South Carolina, and have been making strides improving the business since.
Growing up states apart, Ashley in Spartanburg and Heath in northwest Indiana, they both had the inkling they would own a business someday. With an eye for color and pattern from a young age, Ashley aspired to put her love for design to use for others as an interior designer. Life circumstances led to her shelving that dream for a time and joining the healthcare industry. Heath worked in construction in high school, but also changed directions. He earned a business degree and began working for
Reebok after college. After a series of moves with that company, Heath left Reebok and opened Blue Mist Homes, which offered remodeling and construction services.
The two met in 2020 and found they had a lot in common, including a desire to open a home improvement retail operation. With Heath’s background in construction and painting and Ashley’s love for design, a paint and design store was a natural choice.
“Our values and dreams lined up,” Ashley says. “It made sense to jump into this project together.”
While it hasn’t been easy, the Petersons are building the business they’ve always wanted, providing needed products and services, connecting with the community and learning the ins and outs of the industry along the way.
Regal Paint Centers added design services as a way to differentiate itself from the competition. Learn more at hardwareretailing.com/regal-paint
Even with backgrounds in construction and retail, the Petersons quickly learned the importance of building a bench of vendors, wholesaler contacts and industry colleagues to grow the business and become successful. When the Petersons opened their first store in 2022—completely self-funded without any loans—they intended to only sell cabinets. As they met and networked with more people in the industry, more doors opened for the couple to go beyond cabinets and offer tile, tiling tools and flooring.
“We started taking classes from different vendors to learn more about their products and the retail side of the industry, which led to us bringing new products to the operation,” Ashley says.
In December 2022, the Petersons joined a buying group to expand their product offerings. And the growth isn’t stopping there; they are currently talking with companies to bring in hardware and other home improvement products.
“Basically we went from thinking we were going to only sell cabinets to becoming a full-service home improvement store,” Ashley says. “It’s been a little crazy!”
With his knowledge and experience as a painter and wallpaper installer, Ashley’s brother, Cody Justice, helps out in the store from time to time. In the future, they hope to hire him full time to make his skills even more available to customers.
As they got the retail side up and running, the Petersons still took on construction and home renovation projects through their other business, phasing those services out in May 2023.
Their renovation and construction clients frequently asked about learning different DIY skills, which led the Petersons to come up with the idea of hosting classes in the store. Being able to offer something different with these classes has brought new customers into the store and established the operation’s legitimacy in the industry. Heath hosted Blue Mist’s first DIY class in January 2023 and covered how to patch drywall. The class was open to women only and taught basic skills like filling nail holes, patching small holes in drywall and filling in holes made by anchors from hanging pictures. They gave out a free gift—a pink DAP product that included putty and a putty spatula. They also served a spread of pastries and coffee.
See how one retailer uses her eye for design to help customers realize their own design dreams at hardwareretailing.com/tri-city
Along with bringing people into the store, Ashley says the classes have been a great way to expose their business to the community and allow them to be an advocate for other painters in the area.
“We hope to build relationships with people in the community who will consider shopping at our small, locally owned store for their paint and flooring projects,” Heath says. “We want to share our knowledge, skills, values and character to show the community we are the people who care about every customer’s project.”
Ashley says they have recently seen more homeowners coming to the classes and have had several contractors attend who are trying to build a business in the trades.
“We will always teach a pro as long as they are humble enough to want to take the class,” Heath says. “You can always learn new things in this industry. There are always new ideas and innovations coming out to help you complete projects more efficiently and achieve better results.”
Class offerings include tile and backsplash, drywall repair, drywall taping, painting, paint finishes, cabinet finishing, flooring installation, staining and basic plumbing.
“If it’s in the home improvement industry, we want to offer it at some point,” Ashley says. “We also want to keep the classes free or inexpensive to make them more accessible to more people. If there is a cost, attendees will go home with not only knowledge but some type of gift, like the putty we gave away for the first class.”
The Petersons also plan on adding classes for kids in the future. Ashley’s 10-year-old son Chance is interested in DIY, and she and Heath have included him in different projects around their home and the store. Even if he doesn’t go into a trade as a career, Ashley says they feel it is important for him to learn DIY skills to get through everyday life.
“I always tell Chance, ‘You can be whatever you want to be, but I want you to learn some skills,’” Ashley says. “Having those skills gives you a sense of pride for a job well done and you know you can take care of yourself.”
The store’s fast growth hasn’t been without challenges. As the Petersons work through those challenges, they are constantly looking for ways to learn and grow.
In January 2023, having only been open for six months, the Petersons decided to move to a new
homes.
“We want to share our knowledge, skills, values and character to show the community we are the people who care about every customer’s project.”Ashley Peterson uses her passion and education in interior design to guide customers to the right design choices for their AN EYE FOR DESIGN
location to better serve customers. They had been operating out of the construction company’s location and chose a different storefront just down the road. The new location is smaller but Ashley has created a welcoming space for customers to shop. She incorporated antique tools, paintbrushes and paint cans, along with paint chips and design books into the decor for a rustic touch and inspiration to customers.
“When customers shop here, I want them to feel nostalgia for their parents’ or grandparents’ homes where many of them learned how to paint or how to build something,” she says. “I want to do everything I can to make them feel welcome and stay in the store for as long as possible.”
With a big-box paint store down the street and several other home improvement retailers in the area, getting the word out about Blue Mist has been challenging, Ashley says. The Petersons have experimented with different avenues to advertise and continue to try new ideas. Currently, Ashley has been frequently updating the store’s website and utilizing social media to let customers know about the store and its offerings.
Chance is featured in some of the videos the Petersons have posted on social media, talking about different products and sharing DIY tips. The couple will continue to create these videos to engage with customers. Chance also has some big ideas of his own for the store. Ashley says he wants to add snacks and drinks that customers can purchase and enjoy while they browse.
Ashley is building her own knowledge through industry groups, online courses and other educational opportunities to better serve customers. She recently earned an Interior Design Business Certificate and an International Color Consulting designation and plans to take more interior design classes, as well as classes on home improvement and DIY skills. Ashley and Heath also plan on taking part in business courses from the North American Hardware and Paint Association.
“For me, whether you paint professionally or are a paint retailer, staying in the know on all aspects of the industry is important and establishes you and your operation as legitimate in the industry,” Ashley says. “Even if I’m not in the store, I’m always working, constantly thinking of ways to get better and make our business better.”
Ashley and Heath are living their dreams, and won’t slow down anytime soon. They say they want to bring in more flooring and paint options to become the go-to place for service and quality home improvement products. They also want to see the store space grow and hire more employees.
“I know I am doing what I am supposed to be doing because it came so naturally,” Ashley says. “I hope our community can see that there are options outside the big-box stores. There are great independent businesses like ours here to serve them.”
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Over the last century, LeVahn Brothers has evolved from a plumbing contracting business into a full-service hardware store with a focus on plumbing repair items.
Andy LeVahn took over the business from his father in 2018 and is the fourth generation to own and operate the business. Hardware Retailing spoke with LeVahn, who shares how he has established his operation as the go-to place for plumbing projects with certified plumbers on staff and more than 50 feet of shelf space dedicated to plumbing repair products.
In 1923, brothers Art, Ed and Oscar LeVahn purchased a business license from the city of Minneapolis for $10 to start their plumbing business, LeVahn Brothers Plumbing. Established on the northern edge of town, LeVahn Brothers contributed heavily to the expansion of the city during the early twentieth century. The brothers operated the business out of its original building for over 70 years, offering repair items in store in addition to employing certified plumbing service professionals. In the mid 1990s, the store’s third-generation owner, Loren LeVahn, purchased a local hardware store and moved the business to the Maple Grove suburb of Minneapolis, expanding from plumbing retail and services into a full-line hardware store with plumbing services. Current owner, Andy LeVahn, has continued to expand the plumbing repair segment that was the core of the original business, employing certified plumbers and growing product selection.
Learn three ways to improve your plumbing category at hardwareretailing.com/improve-plumbing
LeVahn sets his store apart by stocking nearly every plumbing repair product a DIYer or contractor could need.
“DIYers make up around 75% of our clientele. A lot of DIYers are referred to us from big-box stores because we have the niche repair products they need,” LeVahn says. “We have also seen an increase in the number of contractors coming to us because we have a wider range of plumbing repair items than our competitors, and they know we will have an item in stock.”
LeVahn allots 30 feet of shelf space to faucet repair products, including items such as cartridges, stones and handles. Toilet repair products are given 20 feet of selling space to accommodate the large selection of seats, lids, tubing, bases and handles.
“We have a large plumbing parts department that is constantly expanding,” LeVahn says. “If a customer comes into the store looking for a part and we don’t have it, we research, place an order and add it to our offerings a few days later.”
To build the store’s inventory, LeVahn and his staff listen to what their customers want and need.
“Listening to customers and finding parts they need is only the first step to what we do,” LeVahn says. “We also help educate them on the different parts and offer our repair services to finish a job quickly and efficiently. More often than not, customers ask for our services to get a job done, and we are happy to make that happen.”
LeVahn Brothers employs three certified plumbers, who provide plumbing services for commercial and residential customers, including installations and repairs.
“If customers have questions, need a specialty item or want to learn more about plumbing, our business is the place to go,” LeVahn says.
“Because we started as a plumbing business and expanded from there, we have the know-how and experience our customers need.”
Certified plumbers have always been a part of the staff since the start of the business in 1923. The current professional plumbers on staff have been with LeVahn Brothers for five to 15 years.
As LeVahn Brothers celebrates 100 years in business, see how the owner plans to continue its legacy of being a go-to spot for plumbing. Read more at hardwareretailing.com/100-levahn
A tidy and well-maintained plumbing category keeps things simple and inviting for customers to shop, no matter how big or small the category is. Here are five strategies to make sure your plumbing category stands out
(Top photo) Brothers Oscar, Ed and Art LeVahn began their plumbing business in 1923, with horse drawn carriages pulling piping around northern Minneapolis. (Bottom photo) Third-generation family member, Loren LeVahn (center), helped expand the store from a plumbing business into a hardware store with plumbing services in the 1990s, continuing the legacy his grandfather Art (left) and father Robert started before passing down the family business to his son and current store owner, Andrew LeVahn
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If bins are low or empty, customers could take their business elsewhere because they perceive the store doesn’t have everything they need.
Keep bins organized. Even with full bins, make sure they are filled with the correct product. It’s easy for customers to pick up a fitting in one bin and put it back in the wrong place.
Straighten bulk
Make it easy for customers to browse bulk items, which can easily become disorganized.
Remove damaged packages.
Another way to keep bins organized is to remove items with damaged packaging. If a package is torn, remove it from the display and clean up any messes.
Keep faucets and fixtures dust free with daily cleanings to keep them looking shiny and inviting for customers.
For more merchandising best practices and resources to improve selling skills, visit YourNHPA.org/trainers-toolbox
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Each year, NHPA’s Cost of Doing Business Study delivers data and insights to help retailers increase profits, cut costs and strategize for their financial future and success.
Participate by June 30 to get a free copy of the study
Learn how the plumbing category is evolving with technology at hardwareretailing.com/smart-plumbing
LeVahn Brothers employees ask customers a series of questions to be sure they understand a customer’s project and can guide customers to the correct product. Here are some questions you can train your plumbing department staff to ask customers who are looking for plumbing repair items.
LeVahn often helps DIYers looking for a replacement or repair part for a fixture they purchased at a big-box store.
With an abundance of online retailers, knowing where the customer purchased the item helps staff members know which repair item will work best.
Because LeVahn Brothers employs three certified plumbers, asking customers about the scope of the project can determine whether hiring a plumber would ensure customers achieve the best results.
Continued from Page 41
The operation employs a plumbing estimator, who meets with customers directly to discuss their projects or repairs and finds the best solution. The estimator also assigns jobs to the plumbers on staff.
Offering certified plumbing services through the store has expanded the category overall and established the business as a reliable source, LeVahn says.
“When customers come to our store for a project and it seems complicated or would be better tackled by a professional, we steer them toward our affordable and reliable services to get the job done right,” LeVahn says.
He is excited to see how the business grows over the next century.
“We’ve been here for 100 years and plan to be here for 100 more,” LeVahn says. “It’s our history and continued commitment to plumbing repair services and items that keeps us moving forward.”
“It’s our history and continued commitment to plumbing repair services and items that keeps us moving forward.”
Andy LeVahn, LeVahn Brothers
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 U S I N E S
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 million
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:
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•
•
• 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
Have an idea? Send an email to editorial@YourNHPA.org to have your story considered for publication.
DECLARED A COMPLETE LOSS, the Mount Jackson, Virginia, location of Randy’s Hardware was destroyed in an overnight fire in February 2022. Fortunately, no one was hurt in the blaze, but the operation, which has three other locations in Virginia, suffered a major blow. Despite the tragedy, leadership was determined to rebound and rebuild.
As the store’s leadership team was making plans to rebuild the store, it heard about a local grocery store that planned on closing soon. With help from the local community, the team transformed the building from a grocery store to a hardware store, gaining additional space to offer expanded product lines and new categories to better serve customers.
Just 100 days after the fire, the new location opened and began serving customers. The grand reopening event provided a way for Randy’s Hardware to show thanks to the community for their support. Attendees enjoyed free food and drinks, door prizes, giveaways, product discounts and local vendors’ products for sale.
The team knew they wanted to protect their employee’s jobs and rebuilding needed to happen quickly to accomplish that goal, says Randy’s Hardware CEO and co-owner Christian Herrick. Within hours of the fire, he received emails from members of the town council offering their support and asking what they could do to help. Soon after, the team also heard from several local business owners who offered their assistance, including usage of a nearby warehouse, while leadership figured out what they were going to do. Herrick says the amount of support from complete strangers was overwhelming.
“Immediately after the fire, I didn’t know what we would do or how we would do it,” Herrick says. “Sometimes, as business owners and operators, we start to feel isolated in our communities and as if we are imposing on them a bit. This short-term disaster taught us that we have more fans and supporters than are usually vocal. It also showed just how vital a hardware store is to a small community.”
D&B Supply, a farm and ranch retailer with 15 store locations throughout Idaho and Oregon, opened their new flagship location in Caldwell, Idaho, in February. The new store’s square footage totals 98,000 square feet with an additional 5,600-square-foot greenhouse, which allowed them to expand many category offerings, while adding some new ones.
“One of the unique things we added was an indoor archery lane where customers can test archery bow products prior to purchasing,” says director of purchasing Larry Cigler. “The addition of a full archery department and tech shop compliments our current offering of firearms, ammo, hunting accessories and fishing departments.”
To ease the stress that can come during tax season, J-town Hardware and Rental in Jeffersontown, Kentucky, has provided a convenient place for customers to have their taxes done. For the last three years, from February through May, owner Bradley Carson has given up his office every Saturday for five hours to allow a local tax accountant to use it as a home base to prepare taxes for customers.
“At times, she has 10 people waiting to have their taxes done, so the service has been a great way to bring new customers into the store,” he says. “It’s been an excellent way to drive traffic, but we also enjoy providing an extra level of service to our customers.”
Offer employees quality training programs through the NHPA Academy for Retail Development. Download the Academy Catalog to review all available courses at YourNHPA.org/academy
NHPA TOOLKIT OFFERS STRATEGIES TO DEVELOP HIGHLY ENGAGED EMPLOYEES
EACH MONTH, 3 to 4.5 million people in the U.S. quit their jobs, according to the Job Openings and Labor Turnover Survey, conducted by the U.S. Bureau of Labor Statistics. Of the individuals who quit their jobs, one-third said they would have stayed if they had received more training from the company.
Losing an employee to turnover results in financial and nonfinancial consequences. Nonmonetary impacts include a loss of productivity, decreased team morale, damaged employer reputation and overwhelmed managers whose time is monopolized with onboarding.
To mitigate these issues, the North American Hardware and Paint Association (NHPA)
gathered feedback from retailers and created the Employee Retention Toolkit. This resource goes beyond best practices for keeping employees from leaving—it shares insights for creating engaged and highly productive employees who feel empowered by the knowledge you give them and who will want to stay with your operation.
The toolkit shares effective strategies for reducing turnover, which starts with comprehensive onboarding and training processes. It offers resources for retailers to understand why employees choose to stay and when they choose to leave and how to conduct stay interviews, performance reviews and exit interviews.
» Retention Strategies That Work
» Onboarding Handbook
» Identify Disengaged Employees
» Stay Interview Best Practices
» Exit Interview Best Practices
» Performance Review Template
Discover how to put these practices and more to work in your operation to improve relationships with your employees and reduce turnover.
Orgill is pleased to partner with NHPA in supporting independent retailers. Visit us in the Marriott’s Plaza Ballroom across the skybridge.
Orgill is pleased to partner with NHPA in supporting independent retailers. Visit us in the Marriott’s Plaza Ballroom across the skybridge.
Join hundreds of retailers from across the industry and gain actionable solutions for today’s toughest retail challenges. Get a playbook for success from former Google and Amazon execs and hear from retailers on strategies around cyberthreats, streamlining operations, building customer loyalty and more.
Join hundreds of retailers from across the industry and gain actionable solutions for today’s toughest retail challenges. Get a playbook for success from former Google and Amazon execs and hear from retailers on strategies around cyberthreats, streamlining operations, building customer loyalty and more.
Aug. 1 – 3 in Dallas, TX
Aug. 1 – 3 in Dallas, TX
• NEW! Smart Start Programs
• NEW! Smart Start Programs
• Online Buying Event Work Areas • Meet
• Online
, or talk to your Orgill rep. We’ll see you in Dallas!
or talk to your Orgill rep. We’ll see you in Dallas!
Independent retailers strive to deliver excellent customer service, in-depth product knowledge and convenience, but the playbook for success is changing drastically. Join retailers, wholesalers and channel partners as we explore the strategies your peers are taking today to transform the stores of tomorrow.
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
Hear from retailers who have:
• Developed a gross profit map to maximize store layout
• Partnered with a third party to automate inventory management across 100+ locations
• Curated an e-commerce system to meet pro customer needs
• Recovered from a cybersecurity incident that shut down their entire website
Scan the QR code below to see the full conference schedule.
A limited number of discounted tickets are available. Get your tickets today at YourNHPA.org/conference.