Hardware Retailing July 2023

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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

Consolidation Brings Change to Industry Landscape

Over the last several years, industry data, news headlines and anecdotes have all identified consolidation as industry trend. Next month, Hardware Retailing explores some of the reasons behind consolidation in the industry and the potential effects this trend will have on your operation and the independent channel.

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

24 OPERATIONS

Innovation That’s Easy

Technology doesn’t always have to equal cutting-edge. Discover the simple programs and systems retailers use to streamline operations and boost efficiency.

32 INDUSTRY EVENTS

Let’s Problem Solve

Don’t miss the 2023 NHPA Independents Conference held Aug. 2-3. Attendees will gather in Dallas to find solutions to common challenges in the independent channel and honor high-achieving retailers through the Top Guns and Young Retailer of the Year awards programs.

Building a Legacy

Meet NHPA Top Guns honoree Scott Sommers, president of Hartville Hardware & Lumber. Learn how he honors and continues his family’s history of service to customers and the community through innovation and a willingness to evolve.

52 TRENDS

Shifting Landscapes

Discover the driving forces behind the strong demand for enhanced outdoor living spaces revealed by research from the Home Improvement Research Institute. Explore the data on preferred purchase locations, customer preferences for variety and more.

54 CATEGORY SPOTLIGHT

Turn Up the Heat

By tuning into customer desires, see how one retailer creates customized outdoor living experiences. Learn the strategies they’ve used to become a go-to destination for outdoor living products and create a niche for grills and grilling accessories.

44 COVER STORY

We

LET’S

GROWING

Stay Informed

Find More Online

ASSOCIATION DiSCover Better Communication

Learn about the Everything DiSC® program offered through NHPA and how one business has incorporated DiSC into its operation to improve company culture.

OPERATIONS A New Way to Shop

OPERATIONS

How Your Peers Address Tech

Innovation does not have to be expensive or complicated to be effective, and on Page 24, retailers share the simple technology programs and processes they’ve implemented to streamline operations. For more insights on how technology benefits your business, check out these additional stories.

The Starting Line

Hear from home improvement retailers who share their innovation road maps and the routes you can take to successfully bring technology into your operation.

Thinking Outside the Box

When you need an effective tech solution, sometimes the answer is to build it yourself. See how three retailers developed their own tools to improve operations.

Assess for Success

As you evaluate current and future tech options for your operation, discover best practices from experts and retailers on how to measure ROI.

Recently rising costs have impacted how U.S. consumers shop. Review the data on customer priorities to refine your selling strategies and better meet the needs and wants of your customers.

COMING JULY 10

PODCAST A Family Affair

Hear from NHPA Top Guns honoree Scott Summers, president of Hartville Hardware & Lumber, and his brother and cousin as they share how they honor their family’s legacy of innovation and a desire to serve customers and the community.

YourNHPA.org/podcast

EDITORIALLY SPEAKING

CONNECTIONS

mmoul@YourNHPA.org

Melanie Moul

Making Friends Is Hard

ONE THING THEY DON’T WARN YOU ABOUT when you become a parent is how difficult it is to make time for your friends. I grew up here in Indiana, and many of my friends from high school also ended up calling Indianapolis home, but I can’t tell you the last time we got together. Between me and my three closest friends from high school, we have 12 kids under 12, and boy if that doesn’t create a roadblock to making plans. However, the older we get, the more we’re realizing how important it is to make time for each other. Our text message threads are now full of possible dates we can make it work, where we will meet and what we’ll talk about besides our kids. (Although our kids will probably come along to the meetup.)

While finding time to reconnect with old friends is valuable, making new friends is especially challenging as an adult with a full-time job, a spouse and two kids. It’s on my to-do list over the next year to step outside my comfort zone and find new friends with similar interests.

When is the last time you went outside your comfort zone?

Fortunately for you, you don’t need to take an entire year to make new friends. In just a few weeks, the 2023 NHPA Independents Conference will bring the industry together—retailers, service providers, wholesaler representatives and your association. This event provides a space for retailers, regardless of affiliation, to learn from each other and grow their base of people they can rely on to ask questions, troubleshoot problems and share solutions—all in the name of growing the independent channel as a whole.

If you’re looking for a time and a place to make new friends, this is it. You can explore all the highlights of the conference starting on Page 32. Whether you’re looking for ideas on how to streamline your operation, identify new solutions for inventory management, security or e-commerce—or you just want to expand your friend group—the conference is the can’t-miss event of the year.

If you’re hesitant to go because you think you won’t know anyone, think again. I’ll be there, and so will hundreds of your peers who are ready to swap ideas and learn from your successes.

Join us at YourNHPA.org/conference. I can’t wait to see you, friend.

Melanie Moul Communications & Content Manager

“When is the last time you went outside your comfort zone?”

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dant@YourNHPA.org

Dan Tratensek

Artificial Insights

IN MY ROLE WITH THE North American Hardware and Paint Association, I have seen firsthand the impact technology has had on the independent home improvement industry. While some retailers have been slow to embrace these changes, those who have adapted have seen significant benefits.

One of the most obvious ways technology has impacted independent retailers is through e-commerce. Online shopping has become increasingly popular in recent years, and retailers who have not invested in an online store risk falling behind their competitors. By offering an online store, retailers can reach customers who may not have been able to visit their physical location. This can be especially beneficial for those who live in rural areas or have mobility issues.

However, simply having an online store is not enough. Retailers must also invest in search engine optimization (SEO) and digital marketing to ensure their website is visible to potential customers. This can be a complex process, but it is essential for retailers who want to compete in the digital age.

Another way technology has impacted independent retailers is through mobile apps. Apps can provide customers with a convenient way to browse products, make purchases and track orders. They can also be used to send push notifications about sales and promotions, driving traffic.

In addition to these customer-facing tools, technology has also impacted the back-end operations of independent retailers. Inventory management software can help retailers track their stock levels and ensure they always have the products needed. Point-of-sale systems can also be used to streamline the checkout process and provide customers with a more efficient shopping experience.

Of course, embracing technology does come with some challenges. Retailers may need to invest in new software, which can be expensive. They may also need to train their staff on how to use these new tools, which can take time and resources. However, the benefits of embracing technology far outweigh the challenges. By using these tools, independent retailers can reach a wider audience, provide a more convenient shopping experience and streamline their operations.

One of the most exciting developments in technology for independent retailers is the rise of artificial intelligence (AI). AI can be used to analyze customer data and provide personalized recommendations for products.

It’s not just hardware retailing that is undergoing change brought about by tech advancements. In fact, your humble publisher and author of this column is well aware of the changes tech is bringing to every business. In fact, the entire column above was 100% AI generated based on a one-sentence prompt.

If you are feeling a little overwhelmed by all the ways technology is impacting our industry, a great place to learn how real-world retailers are utilizing technological advancements to drive their businesses is at the 2023 NHPA Independents Conference next month in Dallas. For more information go to YourNHPA.org/conference

Dan M. Tratensek Chief Operating Officer

“The benefits of embracing technology far outweigh the challenges.”

& Publisher

We have a full-service marketing department to help you stay connected with customers. Keep your store current on what works in marketing now versus 20 YEARS AGO.

Digital Deals

Every month, an interactive flipbook link will be sent to your email. This link can be posted to your social media pages for customers to flip through and get some amazing savings!

Social Media Starters

Receive emails about already made content, posting suggestions, and weekend project ideas. Also, if you need help creating business accounts, please reach out to us.

In-Store Signage Kits

Kit themes to match your circulars and sales, along with demographic mapping reports.

Special Events - flyers for your Grand Opening, Customer Appreciation Event, and more!

Price Cards

XpressAds

Connect With Your Marketplace

Browse businesses for sale, list your business or open position or apply for a small business loan through the NHPA Marketplace at YourNHPA.org/marketplace

Providing Retailers With Options

NHPA Retail Marketplace Offers Buying, Selling and Banking Resources

ARE YOU LOOKING to buy or sell an independent home improvement store? Or are you looking to apply for a small business loan? The North American Hardware and Paint Association (NHPA) offers these services and more through the online NHPA Retail Marketplace.

In August 2021, the NHPA Retail Marketplace launched as a place for retailers to come together to either list their business for sale or post they were looking to acquire a new business.

Dave Gowan, NHPA’s chief financial officer and executive vice president of business services, says the Marketplace was NHPA’s response to the many inquiries the association received from retailers looking to buy or sell a business.

“Retailers contact me regularly asking if NHPA can assist in selling stores. I also have retailers reaching out about acquiring stores but don’t know what’s for sale,” Gowan says. “The Retail Marketplace is a way to bring those two groups together.”

Following the successful launch of the NHPA Retail Marketplace, the association added a job listing section in March 2022. Now, retailers can post job openings with a higher potential of finding the perfect candidate.

NHPA added business valuation to the Retail Marketplace in June 2022 when it partnered with Gary Pittsford, CFP®, chief valuation officer at Castle Valuation, a division of Creative Planning. Whether retailers are looking to buy or sell or simply want to know the overall worth of their business, they now have a resource for an accurate valuation of their business.

“The No. 1 issue I hear when a retailer approaches me about selling their business is they don’t have any idea what their business is worth. We wanted to help solve this problem in an economical way,” Gowan says.

Most recently, NHPA partnered with Live Oak Bank, a bank servicing small businesses, to offer small business loans to independent retailers who are looking to purchase a business. This service complements the other offerings provided under the NHPA Retail Marketplace umbrella.

“In this economic environment, with rising interest rates and a tightening credit market, we wanted to help provide an easy solution to finance these deals,” Gowan says.

“We want the Retail Marketplace to evolve into a simple one-stop shop to meet the needs of retailers, whether they are buying or selling, and adding Small Business Administration lending is another key component.”

Whether you are looking to buy a business, sell your business or need to apply for a small business loan, the NHPA Retail Marketplace offers trusted solutions for independent home improvement retailers. Visit YourNHPA.org/marketplace for more information.

Dave Gowan Chief Financial Officer and Executive Vice President of Business Services

dgowan@YourNHPA.org

“The No. 1 issue I hear when a retailer approaches me about selling their business is they don’t have any idea what their business is worth. We wanted to help solve this problem.”

Deadline Extended

Head to YourNHPA.org/codb to participate in the 2023 Cost of Doing Business Study and receive personalized financial insights for your business.

2023 Cost of Doing Business Study Deadline Extended

HOW DOES YOUR operation compare to typical and high-profit businesses across the home improvement industry?

NHPA’s Cost of Doing Business Study is a financial benchmarking tool that delivers data and insights to help retailers increase business profits and strategize for their financial future and continued success.

The final day to participate in the study and submit your operation’s financial data has been extended to July 15. Study participants will receive a free copy of the study’s results in addition to a personalized financial analysis of their operation with ratios and other financial tools.

Training for Every Area of Your Business

Get a look at NHPA’s Academy for Retail Development in the new Academy Catalog at YourNHPA.org/academy

ONGOING EMPLOYEE DEVELOPMENT is critical in any competitive retail operation. New hires need retail skills to get started on the salesfloor. Emerging leaders need to develop management skills. Business owners often need consultants to help them sort through operational challenges.

Wherever you need training, NHPA’s Academy for Retail Development has solutions. The Academy offers education designed for the home improvement industry, covering everything from basic product knowledge to advanced operational skills. Course content will be applicable and relevant regardless of how many locations you operate, what type of customer you serve or what affiliation banner you fly.

While some off-the-shelf content is available, NHPA can also customize content for the exact needs of your unique business. And if you’re not sure what you need, NHPA can help you figure it out.

Training and development opportunities through NHPA’s Academy are available in two categories: individual growth and business development.

Educational programs available through the individual growth plan develop employees in all aspects of retail, from entry-level retail skills through advanced operational skills.

Most courses are available online for individual study, but some classroom options are also available.

Retailers who want to improve their overall business operations should consider NHPA’s business development programs, which cover a wide range of areas such as team building, vision building and organizational development.

To find out more about the wide breadth of training available through NHPA, consult the Academy Catalog. Download a copy of the catalog at YourNHPA.org/academy

TRENDS

OPERATIONS Developing Talent

Discover how a healthy company culture encourages employees to turn a job into a career at hardwareretailing.com/job-to-career

Employees Stay

3 HIRING AND RETENTION STATISTICS

ACCORDING TO THE 2023 JOB SEEKER SURVEY from Bankrate, a consumer financial services company, 56% of the workforce is likely to look for a new job in the next 12 months, up from 51% in 2022. With employee retention issues showing no signs of slowing, the North American Hardware and Paint Association (NHPA) created the Employee Retention Toolkit to help retailers navigate these challenges. The best practices in the toolkit go beyond just keeping employees from leaving, sharing insights into creating engaged and highly productive employees. Explore these retention stats and how the resources in the Employee Retention Toolkit can counteract retention issues.

16%

of U.S. employees are actively disengaged.

The toolkit includes a ready-to-go employee engagement survey to identify disengaged employees and begin working on solutions.

4 Nearly 5

in

candidates say the overall hiring experience is an indicator of how a company values its people.

The toolkit includes an onboarding handbook to ensure new hires start on a positive note.

Sources: 2017 Candidate Experience Study, CareerBuilder; Why & How People Change Jobs, LinkedIn; Employee Engagement Indicator, February 2023, Gallup.

Purchase NHPA’s Employee Retention Toolkit today to begin improving employee engagement. Learn more at YourNHPA.org/employee-retention.

No.

1 The

reason a person changes jobs is better career opportunities.

The toolkit offers best practices for conducting stay interviews to assess your employees and their career goals.

Fresh ideas for home improvement.

Strength and selection go together with Outdoor Accents ® decorative hardware from Simpson Strong-Tie. We’re always expanding our Mission Collection ® and Avant Collection™ lines with new products and accessories, making it easy to enhance outdoor structures and living spaces. Both feature an innovative hex-head washer and fastener combo that looks like a bolted connection but installs as simply as a screw. It’s the only approved fastening solution for Outdoor Accents connectors. Plus, our code-listed connectors and fasteners are rigorously tested for performance. So whether your customers are building a planter box or a pavilion, it will be strong, safe and beautiful for years to come.

To see our complete lines of Outdoor Accents decorative hardware, visit go.strongtie.com/outdooraccents or call (800) 999-5099.

PRODUCTS Retailer Recommendations

Send a note to editorial@YourNHPA.org about products you can’t keep on the shelf. Include your name, your business name and reasons why you love it.

Tripod Chain Vise

Milwaukee’s 6-Inch Leveling Tripod Chain Vise features a fold-flat design and centered carrying handle to enable balanced, briefcase-style transportation and compact storage. It utilizes STABLE LOCK™ stability adjustment, the deck pitches 3 degrees for level alignments and it has a ⅛- to 6-inch pipe capacity.

MILWAUKEE TOOL

milwaukeetool.com or 800-729-3878

Deck Board Painter

Shur-Line’s Between the Boards Painter is designed for painting edges between deck and fence boards. Its tear-resistant flocked pad provides a smooth finish with all paints and stains. The threaded handle fits most extension poles and provides 6-inch wide coverage.

SHUR-LINE | shurline.com or 800-253-7856

Magnetic Door Kit

Self-closing magnets on this reusable door kit provide easy hands-free access while maintaining a tight seal. The kit includes one 48-inch by 87-inch door panel with sewn-in self-closing magnets, three rolls of 1-inch by 24-foot ZipWall® double-sided tape and one sheeting cutter.

ZIPWALL® | zipwall.com or 800-718-2255

Cordless Tower Work Light

Makita’s 18V LXT® Lithium-Ion Cordless Tower Work Light extends to an overall height of 7 feet with a foldable design for quick setup and takedown. The adjustable head rotates vertically 220 degrees and pivots 230 degrees horizontally. The light features three modes of operation: 3,000 lumens on high, 1,700 lumens on medium and 900 lumens on low. It is IP55-rated for dust and water resistance.

MAKITA USA

makitatools.com or 800-462-5482

Exterior Stain

Benjamin Moore’s ARBORCOAT®

Exterior Stain enhances and protects while still allowing the texture of the wood to show through. It is suitable for use on all types of wood and composite decking and siding and resists blistering, peeling, stains and scuffs. The stain provides superior UV protection, a mildew-resistant coating and has excellent touch-up and recoat properties.

BENJAMIN MOORE

benjaminmoore.com

855-724-6802

“Benjamin Moore’s ARBORCOAT®

Exterior Stain is our top-selling stain. It holds up well in the hot and humid Georgia weather.”

—Josh McKenzie, Adelaide’s Paint & Decor

Exterior Door System

Masonite’s Performance Door System is designed to withstand the elements and features a 4-Point Performance Seal, which includes Premium Square Edge Fiberglass Doors, Endura Products’ Z- Articulating Cap Sills™, PE650 Weatherstripping, Simple Solution®

Corner Pads and FrameSaver® rot-proof door frames. The system is offered with all Masonite exterior fiberglass doors, which are available in a variety of styles, colors and finishes, including multiple glass options.

MASONITE | masonite.com or 800-663-3667

General Purpose Adhesive Resin

MasterEmaco ADH 502 is a general purpose two-component, non-sag epoxy for cap seal adhesive and repair applications. Its non-sag property is ideal for bonding most materials and for both overhead and vertical repairs using a standard caulking gun. It is low-odor, solvent-free and moisture-insensitive and cures in three hours. It is acceptable for use in USDA-inspected facilities and UL-certified for drinking water systems.

MASTER® BUILDERS SOLUTIONS | master-builders-solutions.com

THE SOLUTION FOR ALL YOUR WATER HEATING NEEDS.

NEW PRODUCTS

PRODUCTS See More Products

To stay informed about new innovations and trends, subscribe to the twice monthly Hot Products newsletter at hardwareretailing.com/subscribe

Modular Heat Pump

The Trane Thermafit Air-to-Water Modular Heat Pump Model AXM is a fully electric modular unit that moves heat rather than generating it, making it three times more efficient than other forms of electric heating. Each module includes dual refrigerant circuits with lab-verified vapor injection compressors that facilitate greater lift. They also easily expand to the capacity you need.

TRANE | trane.com

Cordless Power Rotary Cutter

The BLACK+DECKER 4V MAX* Cordless Power Rotary Cutter can cut a wide variety of materials, including paper, cardboard, leather, plastic, carpet, denim, other fabrics and more. It features an extra-long trigger, nonslip comfort handle and cordless power to make continuous use and repetitive cuts easy. BLACK + DECKER | blackanddecker.com

Door Lock

The Array by Hampton Connected Door Lock is powered by an app that allows users to create personalized schedules and automations to trigger actions with other Array devices, like having Array lights turn on automatically when the door is locked or unlocked. The Connected Door Lock works with iOS and Android devices and can pair with Amazon Alexa or Google Voice Assistant for a hands-free experience. It features a five-pin, ANSI grade-2 locking deadbolt cylinder with anti-pick features for maximum security.

HAMPTON PRODUCTS INTERNATIONAL CORP. | buyhampton.com

Schultz Water Soluble Plant Foods

Chocolate Bar

Dr. Bronner’s newest flavor of its 70% dark Magic All-One Chocolate is Cool Peppermint Cream, which delivers a sweet mint taste and features a unique blend of cocoa from Ghana and the Ivory Coast, Regenerative Organic Certified™ (ROC™) coconut sugar from Indonesia, ROC cocoa butter from the Congo and bourbon vanilla from Madagascar. Dr. Bronner’s Magic All-One Chocolate flavors are organic, fair trade, vegan, gluten-free, non-GMO and kosher.

DR. BRONNER’S | drbronner.com

NEW PRODUCTS

PRODUCTS Must-Have Products

Discover this year’s top products selected by a panel of independent retailers at hardwareretailing.com/2023-retailers-choice

Fan Speed Controller

Leviton’s new Decora Smart Wi-Fi 2nd Gen Fan Speed Controller is designed to make it easier than ever to add smart control to ceiling fans at home, specifically for overhead pull-chain ceiling fans without electronic control. After installing the product, homeowners can enjoy the option of controlling ceiling fans with the My Leviton app, voice assistants such as Amazon Alexa, Hey Google and Apple Siri via HomeKit or the Apple Home app. The Decora Smart Wi-Fi 2nd Gen Fan Speed Controller is ideal for great rooms with high ceilings, kitchens, bedrooms, home offices, home gyms and covered patios.

LEVITON | leviton.com

Mosquito Blocking Wearable Gear

Mozzie Style gear is an innovative line of jackets, pants and blankets made of a fine mesh lightweight fabric that makes it nearly impossible for insects to fly or crawl through. Mozzie Style gear is a more natural solution to insect protection. The pieces are insecticide free, made with recycled polyester and offer protection from mosquitoes, ticks, black flies and more.

MOZZIE STYLE | mozziestyle.com

Fundamentals First

BY LINDSEY THOMPSON

Plenty of data and anecdotal evidence exists on the benefits of technology for your operation, but retailers may still hesitate because of the investment of time and money tech requires. Fortunately, when it comes to innovation, cutting-edge isn’t the only option; straightforward and simple solutions exist.

To help you take those steps toward streamlining your operation and improving

efficiency, Hardware Retailing explores five solutions from fellow retailers who found even the most ordinary processes can produce extraordinary results. These processes, systems and programs have improved how customers shop, allowed employees to spend more meaningful time with customers, revamped human resources processes and provided a higher level of customer engagement.

5 SOLUTIONS TO STREAMLINE OPERATIONS

OPERATIONS

OPERATIONS Efficiency Follows Function

Even without an IT staff, learn the functional changes you can make to improve efficiency at hardwareretailing.com/functional-innovation

1| Walker Lumber & Supply

Drive-Through Product Pickup

E-commerce and online shopping continue to gain ground, but they aren’t the only way consumers want to shop. The National Retail Federation’s (NRF) 2023 Retail Sales Forecast shared that brick-and-mortar remains the primary mode of shopping for consumers, accounting for nearly 70% of total retail sales in 2022. Consumers desire the conveniences of online shopping but still want the benefits of a physical store—meaning omnichannel strategies will become more important.

A willingness to be curious and embrace innovation and omnichannel strategies have been key factors in Walker Lumber & Supply’s success in its 74-year history. Owners Ray Hayles and Scott McMillan are constantly looking for ways technology can improve efficiency in their operation, located in Nashville, Tennessee.

“We have a phrase at Walker Lumber: You always have to evolve or you’re gonna dissolve,” Hayles says. “We can never settle. We have to keep moving forward and embrace change and not be fearful of it. Part of the spirit at Walker Lumber is that we are always thinking about how we can be better.”

One of those evolutions was the operation’s drive-through pickup system. When the store had to close to walk-in customers during the COVID-19 lockdown, Hayles and McMillan moved the company’s point-of-sale (POS) system to iPads and fulfilled orders from the parking lot.

When the store opened up to customers, Hayles says they heard how much customers appreciated the convenience of placing orders over the phone and picking them up at the store.

“Our contractor customers especially appreciated having that time to return emails, make calls and catch up on their business while they waited,” Hayles says. “So we started thinking about how we could evolve and make the pick-up process better.”

With the new-and-improved system, customers can call ahead with their orders and pick them up in the drive-through area, or they can come into the store, place their order and wait for employees to put their order together. Walker Lumber & Supply has taken selling hardware and lumber and added an extra layer of efficiency and friendly service, Hayles says. Now, 20% to 25% of their customers exclusively use the drive-through services.

“That’s our winning recipe: We try to be unique,” Hayles says. “Our mission statement is to serve others with excellence, so we strive to create efficiencies across the board. That’s been our secret sauce—always turning the screw and trying to be more efficient.”

EASY PRODUCT ACCESS

88%

of adults prefer to shop both online and in-store.

56% say it’s important for a business to have in-store and online purchase options.

Source: 2022 Consumer Purchase Habits & Hybrid Shopping Reinvent Retail, Momentive

The drive-through system at Walker Lumber & Supply streamlines processes.

Budgeting for Tech

NHPA’s Foundations of Financial Management teaches key financial management skills, including how to budget for technology. Learn more at YourNHPA.org/foundations

2| Wilco Stores

Proofreading Software

Ongoing labor issues continue to challenge retailers across all industries, and independent home improvement retailers are feeling the pressure to do more with less, looking for solutions to increase staff productivity.

In May, the U.S. had 10.1 million open job positions but only 6.1 million unemployed people.

Source: The Employment Situation April 2023, U.S. Bureau of Labor Statistics

One way employees at Wilco Stores have freed up time is through the use of proofreading software. Vice president of marketing and e-commerce Jake Wilson says the company has used both Adobe Workfront and Ziflow to proofread any written materials the company puts out, including newsletters, web pages, emails, flyers, brochures and more.

Wilco often has several people involved in the proofing process, so the programs have cut down on mistakes and have saved time in the design and approval processes, Wilson says.

Wilson says Google Docs or SharePoint in Microsoft 365 are other inexpensive solutions that allow multiple people to review and make changes and comments in one place.

“Use of proofreading programs for us is mostly driven by marketing, communications and e-commerce tasks, and have improved efficiency in those areas,” Wilson says. “But these types of programs could save time in any department putting out materials.”

At Wilco Stores, the marketing, communications and e-commerce departments utilize Ziflow and other programs to collaboratively develop and proofread written promotional materials.

3| Lee’s Home Center SMS Messaging

Take a quick look around wherever you are—chances are a majority of people you see have a smartphone in their hands. SlickText, which offers short messaging service (SMS), found an astounding 98% of text messages are opened regardless of where they come from, making SMS a prime opportunity to reach customers.

As Lee’s Home Center found out, SMS is also key to saving employees time and effort during their work days.

IT manager Dan Vogel says the business, located in Millstadt, Illinois, utilizes the Epicor POS system and has been experimenting with its texting capabilities.

When a customer places an order, the employee asks them if they would like to receive a text when the order is ready. If the customer opts in, once the order is available for pickup, the employee can quickly send a text through the POS system instead of an employee calling a customer, saving time and effort.

“Rather than calling and leaving voicemails that customers never seem to listen or respond to, our employees can spend time taking care of other tasks,” Vogel says.

28% of U.S. brick-and-mortar shoppers used smartphones to enhance their in-store shopping experiences in 2022.

Source: 2022 Global Digital Shopping Playbook: U.S. Edition, PYMNTS and Cybersource

Vogel says setting up the texting feature through Epicor was a simple process; he just had to enable that option through the POS system. The customer’s cell phone number can be manually entered into the system or pulled from their account contacts, which is entered into the POS system by the store employees. Vogel says they also use SMS for accounts receivable, sending messages to customers to remind them of overdue balances.

“This relatively simple feature that was already a part of our POS system has saved our employees time and effort,” Vogel says. “It has also allowed us to become more efficient as an operation and streamline our processes.”

Lee’s Home Center, uses SMS through its POS to contact customers.

4| Weiders Paint & Hardware

Human Resources Platform

From hiring to onboarding, training to scheduling, managing each employee in your operation takes time and effort. For small operations without dedicated human resources staff, keeping those tasks in line can be a daunting challenge.

83%

of HR leaders cited lacking the right HR technology as a challenge heading into 2024.

In an effort to streamline processes and improve the human resource (HR) experience for both employer and employee, Ned Green, owner of Weiders Paint & Hardware, phased out some of the programs he was using for employee management and switched to Paycor for payroll, scheduling and employee timekeeping.

“We realized we had so many pieces—from logins to apps—to onboard a new employee,” Green says. “The HR platform we switched to simplifies the process, so we’re not overwhelming ourselves on the administrative side, especially with the turnover we’re seeing. It’s removed a couple of steps for every person and saved us so much time and energy.”

The company, which has locations in Brighton, Honeoye Falls and Fairport, New York, has given up some bells and whistles the other programs offered, but the trade-off has been one simpler system that works better for management and employees.

“Starting over with a completely new system has also allowed us to start fresh and fix some issues we didn’t have the time or ability to deal with,” Green says. “Making the switch gave us the opportunity to take the system apart and reconstruct it from the ground up.”

Source: The Changing Face of HR in 2024, Sage

5| Hassett Hardware Spreadsheet Tracking

Employees in a retail setting, especially sales associates, often find themselves spending too much time on repetitive or administrative tasks that could easily be handled by automation.

60%

of employees’ time is spent on “work about work,” including tasks like waiting on feedback or input, searching for files or documents and duplicating efforts.

Owner and president of Hassett Hardware

Eric Hassett understands employees’ frustrations with repetitive job tasks. When he considers what technology he wants to implement, he starts by looking at any processes currently being completed by pen and paper. This method led him to utilize Google Workspace, specifically Google Sheets and Docs, to track a number of operational tasks across Hassett Hardware’s five locations all located in the San Francisco Bay Area.

Almost every employee at each of the locations has a Zebra Technologies handheld device, and Hassett has added quick links on the device for easy access to important Google Forms and Docs. Hassett uses the Google Forms and Google Sheets to create checklists for store opening and closing tasks, sales observations, cashier observations, vehicle inspections and delivery.

The operation’s cashier observation form is another frequently used document. Leadership encourages all staff members to take part in regular cashier observation exercises and use Google Forms to record their observations, Hassett says.

AUGUST 2-3 | DALLAS SET YOUR BUSINESS UP FOR INNOVATION

LEARN MORE ON PAGE 32

“The process is really simple—they just tap on buttons as they watch cashiers checking out customers,” Hassett says. “They are watching for tasks the cashier is supposed to be doing each time, such as seeing if they were pleasant and kind, if they asked for the rewards membership and if they counted back change properly.”

Because it’s managed in a large spreadsheet, Hassett says leadership can use the data employees track in the cashier observation form in one-on-one meetings with employees. They share with each employee the areas where they are doing well and the areas where they have room for improvement.

“It allows us to have coaching moments, which leads to better customer service outcomes over time,” Hassett says.

Source: Anatomy of Work Index, Asana

Hassett Hardware employees can easily access frequently used Google Docs and Forms on their Zebra devices.

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YOUR SOLUTIONS START HERE

CHOOSE TO EXCEL

DAY 1

DON’T MISS

Avoiding

When it comes to cybersecurity incidents in our technologically advanced world, no one is immune. Hear from retailers who have managed cybersecurity incidents and the steps they took to become more cybersecure. Plus, learn about the types of attacks you need to prepare for, ways to mitigate risk and how to implement companywide best practices.

KEYNOTE PRESENTATION

We’re All Digital. Now What?

Chris Hood, former head of business innovation and strategy, Google Get a deeper understanding of the challenges businesses face to keep up with continuous technological changes and how you can strategize to increase your business value and grow customer loyalty. This presentation will offer insights into what digital transformation is, how an outside-in perspective can provide a better understanding of technology and how other businesses have achieved success.

“It’s no longer about trying to adapt. It’s about accelerating your digital outcomes so you can keep up with consumer demands.”

with Chris Hood

Scott Aubuchon The Aubuchon Company

Michael Eldridge Jerry’s Home Improvement Centers

Scott Reynolds American Hardware & Lumber Insurance

MISS THIS

FEATURED PANELISTS

Event Sponsors

WHOLESALE PARTNERS

KEEP CONNECTING

Several industry partners are hosting complementary events alongside the conference. Learn more and register at YourNHPA.org/partner-events.

PLATINUM

GOLD

SILVER

BRONZE

GIVE AWAYS Learn more at YourNHPA.org/giveaway

Dream Team Giveaway

If you have questions about retention, employee engagement and building an inviting culture, you've got a chance to win a solution at the 2023 NHPA Independents Conference.

What You’ll Win

Retailers who register have a chance to win one of two TeamBuilder assessments, each valued at $6,250! TeamBuilder is an organizational development assessment that includes a comprehensive two-day analysis of the people side of your business. TeamBuilder helps you:

• Understand and improve work productivity, teamwork and communication

• Improve fundamentals in your business, like your organizational chart and job descriptions

• Align your team to your business goals and values

• And more

Race Day Giveaway

• 4 tickets to the 2024 Indy 500 race

• $600 cash to use toward travel expenses

Fuel Your Chances

On-Site Solutions

The Retail Solutions Hall features 21 service providers focused on e-commerce, inventory management, security, POS, digital marketing, communications and more. In between sessions, visit these exhibitors to find solutions for some of your toughest operational challenges.

Get

Earn points in the on-site game, either in the app or on the website. Taking action gets you closer to the trophy.

• Engage with exhibitors

• Ask questions during sessions

• Submit session surveys

• Support your peers’ questions

• And more

Kim Peffley

NHPA Director of Organizational Development and Consulting and Former Retailer

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NEXTGEN

2023 YOUNG RETAILER OF THE YEAR AWARDS

Now in its 27th year, this program recognizes high-achieving retailers age 35 and younger who represent the next generation of the independent home improvement channel. This year’s class features a record 11 honorees. Learn more about each honoree at YourNHPA.org/yroty

MULTIPLE LOCATIONS

• RYAN CLOUSE, owner, Clouse Family Ace Hardware

• AUSTIN DIEHL, director of retail sales, Randy’s Hardware

• SCOTT FINES, owner, Fines Home Hardware Building Centre

• MICHAEL GLEASON JR., assistant general manager and head purchaser, Gleco Paint

• MATT LAMBERT, regional vice president, Nation’s Best

• JOHN LUHRING, owner, Parkersburg Hardware and Garden Center and Allison Hardware and Floral Center

• DALTON MENY, head of operations, Meny’s True Value

• KATIE PRUS, manager and part owner, Abbotsford Paint and Decorating, Abbotsford Commercial Paints, Chilliwack Decorating Centre and Garrison Village Paint and Decorating

UNDER $3 MILLION IN SALES

• JESSICA TALERICO, owner, Old Lyme Hardware

• ZANE WATKINS, general manager and co-owner, Village Hardware

OVER $3 MILLION IN SALES

• TRAVIS HELLVIG, operations manager, Hartford Building Center

AWARD RECEPTION

August 2: 6 p.m. - 8 p.m.

Continue expanding your peer network while you recognize the achievements of the 2023 Young Retailer of the Year honorees. Drinks and hors d’oeuvres will be provided. Register for the conference and the reception at YourNHPA.org/conference

A limited number of tickets are available for this event. Pre-registration and conference badge required for entry.

THANK YOU TO OUR SPONSORS

DAY 2

THURSDAY, AUGUST 3

8 a.m. - 8:45 a.m.

STATE OF THE INDUSTRY

Where Are We Headed?

The independent channel is $253 billion and 40,000 retailers strong. How can we continue to grow and compete in the marketplace?

8 a.m. - 5 p.m.

EXHIBITORS

In between sessions and at lunch, explore 21 vendors in the Retail Solutions Hall.

9 a.m. - 10 a.m.

KEYNOTE PRESENTATION

Think Like Amazon: Leadership for Innovation

Amazon has a thrilling power to innovate that few other companies have matched. But how do they continue to innovate? Through a systematic approach and a deep understanding of what it means to be digital, Amazon continues to outperform everyone else.

10:30 a.m. - 11:15 a.m.

OPERATIONS & PRODUCTIVITY

Streamlining Operations Using Technology

When you need an effective technology solution, sometimes the answer is to build it yourself. Learn from three retailers who have developed their own internal technology tools to improve operations.

11:15 a.m. - 12 p.m.

CYBERSECURITY & RISK MANAGEMENT

Managing Cyberthreats: Best Practices

From the World’s Biggest Retailers

Big or small, no retailer is immune from attempted cybersecurity attacks. This session will cover common cyberthreats and emerging trends and ways retailers of all sizes can protect themselves.

1:30 p.m. - 2:15 p.m.

MARKETING, E-COMMERCE & CUSTOMER LOYALTY

Maximizing the Customer Experience

Connect with your customers beyond the four walls of your store. In this panel discussion, hear from retailers who are experts in using technology solutions to extend the customer experience beyond brick-and-mortar with strategic e-commerce initiatives, streamlined social media management and comprehensive internal systems.

2:15 p.m. - 3 p.m.

OPERATIONS & PRODUCTIVITY

Tapping Into Tech to Manage Inventory & Purchasing

See how The Aubuchon Company has improved inventory management, purchasing strategies and loss mitigation across all of its store locations with the help of a unique technology solution.

Luke Vander Linden RH-ISAC

Gentry Stafford Spectrum Paint

Jim Carpenter Curtis Lumber

Tom Petrou JC Licht

Jared Brown The Aubuchon Company

Nina Chiavaroli 4R Systems

Dan Tratensek NHPA

John Rossman Keynote Speaker

“When you’re innovating, you’re trying to optimize for deep learning about a new customer need or satisfaction.”

Dalton Meny Meny’s True Value

Cody Miller Hartville Hardware & Lumber

Jeremy Peterson Family Hardware

with John Rossman FORMER EXECUTIVE, AMAZON

Benjamin Moore & Co. Benjamin Moore and the triangle “M” symbol

Benjamin Moore & Co.

LEADERS IN ACTION

IN ACTION

2023 NHPA TOP GUNS AWARDS

This award recognizes retailers as representatives of their operations who—through the work of engaged, dedicated staff—are making marks in their communities and in the industry. This year’s honorees have made strategic investments in technology solutions to improve productivity, employee morale and the overall customer experience.

3:30 p.m. - 4:30 p.m.

PANEL DISCUSSION

Innovations From the Top Guns

“We invest in technology 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."

“Service is going to be our differentiator today, tomorrow and for the next 10 years. Anything we do with technology will follow this priority.”

“Our success in technology comes from a commitment to devote the necessary time, energy and manpower it needs to thrive and help meet our goals.”

TOP GUNS AWARD RECEPTION

August 3: 4:30 p.m. - 6 p.m.

After the panel, join us for the final celebration of the 2023 NHPA Independents Conference. Celebrate this year’s honorees and don’t leave until you’ve made plans to follow up with your new connections, both peers and industry partners. Pre-registration is requested.

THANK YOU TO OUR SPONSORS

PRESIDENT TJ COLSON PRESIDENT SCOTT SOMMERS OWNER

ERIC HASSETT

Real Solutions for Your Real-life Challenges

Build the people side of your business and improve communication, reduce conflict and increase overall productivity with NHPA’s Organizational Development and Consulting services.

YourNHPA.org/development

TeamBuilder

TeamBuilder is an assessment of the people side of your business. It analyzes your current organizational structure and staff members to help you maximize their potential.

DiSC

Everything DiSC® is a personal development learning experience measuring an individual’s communication preferences and tendencies based on the DiSC model.

Vision Process

The Vision Process is a year-long journey toward strengthening your team, defining company values and building processes and best practices that fit your goals.

Consulting & Mentoring

Retailers looking for custom solutions can take advantage of our hourly consulting options, ranging from owner support, manager mentoring, operational support and more.

About 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.

Contact Kim

kpeffley@YourNHPA.org 219-776-0094

Get started with a free one-hour consultation to get immediate feedback and advice for your business. Visit YourNHPA.org/development to schedule an appointment with NHPA’s Kim Peffley.

Allison Ploskina, Bill’s True Value, Virginia

“Whatever concerns you have about seeing ROI with these programs, set them aside. The way our business has grown, expanded, come together and pushed forward has been worth what we put into the program. Kim makes it all worth it.”

Hartville Hardware & Lumber president Scott Sommers focuses on making sure employees provide top-notch customer service.

TAKING THE REINS

Top Guns Honoree Scott Sommers

Builds on a Foundation of Service

BY LINDSEY THOMPSON

Saying his colleagues are like family is more than a cliche for Scott Sommers. At Hartville Hardware & Lumber, where he serves as president, Scott works every day with his brother, uncles, cousins and other family members. Building on the foundation of service to customers and the community his grandfather, Howard Miller Sr., and uncles, Howard Miller Jr. and Wayne Miller, started in 1972, Scott has put in place his own successes. Those achievements have led to him being named a North American Hardware and Paint Association (NHPA) 2023 Top Guns Award honoree.

SCOTT SOMMERS

HARTVILLE HARDWARE &

LUMBER

President

A Legacy Lives On

Read how the Miller brothers, Hartville Hardware’s founders and leaders, were honored with a legacy award at hardwareretailing.com/hartville-legacy-award

Honorees are chosen for their commitment to and passion for the independent home improvement channel. They are pillars of innovation and have helped grow their businesses through strategic leadership with consideration for their communities and their teams. This year’s honorees were specifically chosen for their focus on utilizing technology to improve operations.

Success Passed Down

Scott grew up in the business and has worked full time for Hartville Hardware & Lumber for 28 years. During that time, he has seen the company grow exponentially. Hartville Hardware & Lumber is part of HRM Enterprises, which also includes Hartville Kitchen, Hartville MarketPlace and Flea Market, The Shops at Hartville Kitchen, Hartville Contractors Supply and Top Advantages Surfaces.

The operation is still manned by members of the Miller family, including Scott, his brother Gary Sommers, who serves as chief executive officer of HRM Enterprises, and his cousin Zach Coblentz, chief operating officer of HRM Enterprises.

Even though Scott’s grandfather and uncles didn’t formally write out the ideas behind the company’s culture when they started the business, their philosophy of leading through serving and caring for the customer set the foundation for Hartville’s success.

“We are fortunate to have inherited a great culture from our grandfather and uncles,” Scott says. “The leadership team took the steps to cement those values into formal guiding statements, which we now use for recruiting and training as we continue to expand operations.”

Following Where the Tech Leads

Growing alongside Hartville Hardware’s culture, technology has played a role in the company’s successes. Scott says their strategy is to be a “fast follower” and adopt new technologies other businesses have found success using. Leadership at Hartville Hardware also takes part in several roundtable groups with NHPA and their wholesaler.

“These roundtables and networking opportunities give us connections and access to some of the best stores and people in the industry,” Scott says. “They have also been a

With a long legacy in the community, Hartville Hardware & Lumber and its sister companies are still led by members of the Miller family, including Gary Sommers (left), Scott Sommers (middle) and Zach Coblentz

IN IT TOGETHER

Positive Company Culture Equals Long-Lasting Success

Asolid company culture is the cornerstone of Hartville Hardware & Lumber and its sister companies. Part of that culture is authentically connecting with employees, empowering them and allowing them to take ownership in their roles. HRM Enterprises has over 900 employees across all of the entities, and with that many employees, it can be difficult to stay in touch with everyone, says Hartville Hardware & Lumber president Scott Sommers. To solve that issue, Scott says the leadership team started “20 Group Meetings,” where once a year, Scott and other leadership team members meet with 20 employees at a time. These groups of 20 include a mix of employees from across the hardware division.

“These meetings are a way for us to discuss concerns, answer questions and continue promoting our culture,” Scott says. “They are also a way to connect employees with our three strategic anchors: best place to work, best guest experience and long-term sustainable results.”

During those meetings, employees consistently shared that their favorite part of their job was the people they worked with, says Gary Sommers, Scott’s brother and chief executive officer of HRM Enterprises, the umbrella company of Hartville Hardware. Around the same time, Gary and Scott also attended a seminar that discussed the concept of like drawing like.

“That concept really resonated with me—when you have a team of good people, it is going to attract other good people,” Gary says. “It shows you have a positive culture because you continue to bring in positive people.”

Another part of the Hartville Hardware culture is empowering team members and allowing them to take the necessary steps to fulfill the company’s second strategic anchor of offering a best guest experience.

“From the major tool department reset we recently underwent to the rebuilding of our Idea House, it’s the changes our staff have done that make our showroom and our store so great,” Scott says. “That’s not me pushing them; that’s the team taking initiative, and they always knock it out of the park. That culture of empowering our people has really paid dividends, and it’s one of the reasons the overall store experience is so good.”

HARTVILLE

HARDWARE

& LUMBER CORE VALUES

• Integrity

• Respect

• Excellence

• Accountability

• Community

• Teamwork

FOUNDING PHILOSOPHY

• Always put God first.

• Treat our customers, suppliers and each other as we would like to be treated.

• Give back to our community.

HOW WE BEHAVE

We do whatever it takes. We give more than expected.

• We are long-term focused.

We wanted to preserve that culture for generations, and while it was difficult and a long process to get those on paper because everyone had different thoughts and ideas, it ended up being very rewarding.

—Zach Coblentz, HRM Enterprises

wealth of information on new technology, and allow us to see how other stores are using tech. We rely heavily on the experience of other stores when assessing what makes sense to implement in our stores.”

In 1982, Hartville Hardware purchased its first computer system from Triad Systems Corporation, which is now Epicor, investing $110,000, a huge sum at the time considering the size of the store, Sommers says.

“Triad became the Epicor Eagle system we still use today,” Scott says. “Our people know it well, and we use all aspects of the system, from delivery to advanced ordering and everything in between.”

In the late 1980s, Hartville Hardware offered specialty tool catalog orders through the mail. During the anthrax attacks in 2001, mail orders saw a large decline, and leadership at Hartville embraced online platforms to continue selling specialty tools, launching its first e-commerce site in 2002. Scott says it took several years to become profitable on the e-commerce side but they remained steadfast in growing and evolving online.

In the two decades since it stepped into online technology, the company has continued to implement programs and

processes that improve efficiencies, enhance customer service and grow the bottom line. Scott says they have found success in technology because they have devoted the necessary time and energy.

“We realized quickly that we needed to have people focused on technology,” Scott says. “E-commerce isn’t something you can do part time and be successful. We have 13 people on the development and IT side of the business and 10 employees focused on digital marketing, putting content on the site, marketing our e-commerce, creating graphics and more.”

To keep the business on the cutting edge of new technologies, Scott says the operation has been trialing electronic shelf labels in the appliance department. Hartville utilizes a price scraping tool that shops 15,000 items and compares those items’ prices to other retailers’ prices. As another way to analyze success, Cody Miller, divisional merchandise manager for the lumber and building materials division, developed a gross profit mapping system that formulates the gross profit of every four feet of the store.

Scott says the company has been using technology in its onboarding process as well and has a dedicated employee for training who manages the learning management system.

INNOVATIVE IDEAS FROM NHPA’S TOP GUNS

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

See Page 32 for conference highlights.

YourNHPA.org/conference

Hartville Hardware & Lumber president Scott Sommers and the rest of the leadership team strive to connect with and empower employees.

INDUSTRY EVENTS

Find Innovation Answers

From e-commerce to inventory management, discover solutions to challenges facing your operation at the 2023 NHPA All-Industry Conference. Learn more at YourNHPA.org/conference

Hartville Hardware & Lumber has also licensed training from NHPA, using operations, product training and other resources from the association.

Implementing technology for hiring and retention has provided consistency, which has contributed to the overall success of the operation, Scott says.

“Our learning management system has taken onboarding to a new level,” he says. “We have been able to give a consistent experience to our new hires, which makes them feel comfortable and up to speed much quicker. It also helps us share our culture initiatives to all our new team members.”

Another component that has made Hartville Hardware & Lumber successful is Scott’s use of analytics to assess all areas of the operation. He continually reviews data and scoreboards from various departments, endcaps and other parts of the store to assess which areas are most productive and which need improvement.

“I give credit to Howard and Wayne for starting this culture of tracking a wide variety of data to see how our company measured up,” Scott says. “They also get all the credit for showing what it means to truly empower your employees; they both did that exceedingly well.”

A Solid Foundation

Looking back over his career, Scott says he owes much of his success to his father, uncles and grandfather, who set the stage for a company that cares for its employees, customers and community.

“I would be remiss if I didn’t give credit to my wife Kami. Her hard work in our home has allowed me to focus on the business,” Scott says. “My parents also deserve credit for instilling the value of hard work in me.”

His family at work—both blood and chosen—has also made him and Hartville Hardware & Lumber successful.

“The team that I get to work with every day is so special,” he says. “They are the boots on the ground that make us tick and keep us moving forward, and the visible leadership from our managers and our sales team is tremendous. They are what really makes us.”

While he is grateful to receive the Top Guns honor, Scott shies away from all the glory.

“This award means a lot, but I think our team deserves it,” he says. “They have worked hard to build this place over the years, and I’m excited and humbled to accept it for the whole team.”

Discover more insights from the Home Improvement Research Institute (HIRI) and dive deep into paint and sundry trends at hardwareretailing.com/hiri-paint-sundries

BEYOND THE BACKYARD

3 Homeowner Trends Driving Outdoor Living Product Purchases

BY DAVE KING

In the last few years, homeowners have been keen to level up their outdoor living spaces. Discover what trends are driving this strong demand based on research from the Home Improvement Research Institute (HIRI).

ABOUT DAVE

Executive director of the Home Improvement Research Institute (HIRI) Dave King oversees the institute and all of the research published by HIRI. King has spent the past 20 years in the strategy, research and advanced analytics space, holding advanced degrees in economics, statistics and business. For the last 10 years, he has been solely focused on the home improvement space, where he oversaw the strategy and research efforts of EnerBank USA.

Top 3 Outdoor Living Projects Completed

INSTALL, REPAIR OR REPLACE A DECK

Homeowner demand for enhanced outdoor living spaces is holding in 2023. 1

Product purchase incidence for outdoor living products has doubled since 2015, from 17% to 31% in 2021.

Repair and maintenance needs are driving the demand for outdoor living projects. 2

According to findings in HIRI’s 2022 Retail Selector Study , 67% of outdoor living product purchases were made to complete a maintenance or repair project. Additionally, 78% of homeowners reported making outdoor home improvements to stay in their house as they age, a trend likely to continue as homeowner mobility remains low.

How Homeowners Are Purchasing Outdoor Living Products PHYSICAL STORES

PAINTING

INSTALL, REPAIR OR REPLACE A PATIO

35% 34% 27%

Where Homeowners Are Purchasing

Outdoor Living Products

HOME CENTERS

56%

OTHER RETAILERS*

24% 13%

ONLINE-ONLY RETAILERS

HARDWARE STORES 8%

*Other retailers include discount/department stores, specialty stores and warehouse clubs

65% ONLINE 21% ONLINE FOR STORE PICKUP 14%

Homeowners are looking for variety in product options. 3

Homeowners who do not purchase outdoor living products when they intended to cite a lack of color, size or style 42% of the time while 39% of homeowners mentioned availability being a factor in not purchasing. These findings suggest that to increase your foot traffic and retail sales for outdoor living products, you need to expand your product options.

Why Customers Are Driven to Physical Retailers

CONVENIENT LOCATION

84%

EASE OF FINDING WHAT THEY NEED

ABILITY FOR ONE-STOP SHOPPING FOR ALL PRODUCTS NEEDED FOR A PROJECT

80% 77%

Source: Q4 2022 Home Improvement Project Activity Tracker, HIRI

OPERATIONS Outdoor Enhancements

Learn three more best practices to improve your outdoor living department at hardwareretailing.com/outdoor-living-tips.

SUCCESS

Hot Tips for Top Sales in Outdoor Living

BY CARLY FRODERMAN

When customers shop for outdoor living products, typically they are shopping based on desires rather than needs, which requires a different approach to selling and merchandising. Understanding their wants and creating a personalized experience will lead to boosted sales, happier customers and a successful outdoor living department.

Sharona and Cecil Eiserer tapped into customers’ desires and built a successful outdoor living category. The couple purchased Warren Lumber Yard in Carrollton, Missouri, in June 2016 and began operating as Wood Shed Lumber & Hardware Supply. In 2021, the couple constructed another building across the street from their Carrollton location, adding an additional 2,700 square feet for outdoor power equipment and outdoor living products. Sharona shares her best practices for the outdoor living category and how they convert aspirations into sales.

Curate Your Product Selection

With no big-box or hardware stores within 30 miles of Carrollton, Wood Shed Lumber & Hardware Supply fills a need for 4,000 residents, serving a customer base of 60% DIYers and 40% contractors.

The Eiserers have been long-time Carrollton residents and are familiar with the long drive that is sometimes required to find a business that sells what they’re looking for.

“Our goal was to provide members of our community with the opportunity to buy products they can’t find at other stores in the area, like brand-name outdoor living merchandise,” Sharona says.

They stock outdoor living products they personally use and can genuinely recommend to customers.

“Drawing upon our firsthand experiences and in-depth knowledge allows us to sell products more effectively,” Sharona says.

The operation sells gardening supplies, patio heaters, fire pits, kayaks, cabanas, scooters and more in the additional building across the street.

The store specializes in grills and accessories, and the Eiserers recently added Amish-made furniture to its offerings.

The Eiserers take input from family, employees and customers when it comes to their outdoor living product mix.

“Our children attend wholesaler markets with us and give recommendations on products and insight into their friends’ purchasing tendencies. We learned about the Amish-made furniture from an employee whose brother makes them,” Sharona says. “We also take customer recommendations very seriously.”

Keeping up with trends and stocking products accordingly also leads to a comprehensive product mix. Sharona says griddles and pellet grills are both in high demand. Seasonings sales at Wood Shed Lumber & Hardware Supply have also taken off with the addition of a novelty line, she says.

“Offering fun seasonings can be a great way to create add-on sales in grilling,” Sharona says. “Our new line of seasonings gained popularity at first because they have funny names, making them great white elephant Christmas gifts. Soon our customers fell in love with their flavors, and they became a consistent seller for us. We have trouble keeping the seasonings in stock.”

To further encourage sales, Sharona says they specifically built the checkout counter in the department to showcase the seasonings and encourage impulse purchases.

Drive Traffic With Social Media

Social media is a powerful marketing tool when used regularly and with a purpose. Wood Shed Lumber & Hardware Supply has a dedicated employee who assists Sharona with social media content to make sure they are taking advantage of the free promotional tool. Read here how the operation’s social media tactics contribute to boosted sales and customer traffic.

Sales or promotions

Customers won’t know about deals if you don’t tell them, and social media is a free way to spread the word. Promoting deals, in addition to other content, will drive traffic.

Shoutouts to customers and employees

Putting a spotlight on customers shows appreciation and builds relationships. Showcasing employees creates community and conveys affirmation, garnering trust.

How-to articles and tips

Sharing a how-to article, such as how to create the ultimate grill area, establishes your business as trustworthy and highlights its outdoor living expertise.

Wood Shed Lumber & Hardware Supply has an extensive outdoor living department and specializes in grills and accessories.

OPERATIONS

Elevate Your Merchandising

Discover six ways to spruce up your outdoor living displays to show people how they can live it up in the outdoors at hardwareretailing.com/outdoor-living-displays

Get the Word Out

Outdoor living is about the experience, so an impactful marketing strategy is word-of-mouth. The business’s general manager Eric Hidy participates in grilling competitions—some of which the store sponsors—where he promotes the store’s products. Sharona says the business also holds customer appreciation events where they team up with vendors and hold cookouts at the store.

The operation uses billboards and the local newspaper for traditional advertising. They also dedicate a page in their circular toward grilling and the outdoor living products.

“We send six paper circulars annually to everyone within 30 miles of all of our locations and to any rewards members,” Sharona says. “Sometimes we include coupons, and we use them to track engagement. It has proven to be successful for us over the years and we have seen overall sales growth.”

Sharona also appears as a guest on a local radio station twice a week to talk about store offerings for about 10 minutes.

“I talk about grills a lot,” she says. “Customers expect us to sell hardware and lumber products, so I make the extra effort to spread the word about grills and other outdoor living products.”

Share Sizzlin’ Sales Tips

Creating an experience for a customer looking to purchase a grill often yields positive results. Sharona says a strategy that has been successful for her team is to talk to customers about how they will use the grill and make suggestions based on their personal experience. These conversations make the interaction more of an experience and less of a transaction.

“Our employees use their personal experience with grills and information gained from customers to paint a vivid picture of the customer enjoying the

product to close deals,” Sharona says. “We grill a lot, and we love to share our favorite recipes with customers. It goes a long way and can make the difference in a sale.”

Knowledge is another tool that goes hand in hand with crafting an immersive encounter. Sharona attended the North American Hardware and Paint Association’s Retail Management Certification Program in 2022, and her project involved creating a standardized training process. She is now focusing on implementation and accountability so employees can provide even better experiences to customers.

“It’s good to have the mentality that you can always do better,” Sharona says. “Getting creative, learning from others, trying new things and giving new initiatives a chance to work are key.”

To optimize sales, Sharona has worked with her team to merchandise her outdoor living area with intention.

“We place different generations of grills in line next to each other,” Sharona says. “This strategy helps with upselling as customers can effortlessly compare products, and employees can easily walk them through potential upgrades and coinciding price points.”

Sharona says some customers come into the store looking for the latest grills and accessories because they have seen what their friends and

family are using and want to match or upgrade. Many of the store’s grill sales come from friends and family who attended a barbecue and had a positive experience with a product, she says.

“Embracing the opportunities these situations present encourages sales and add-on opportunities,” Sharona says.

If a customer isn’t interested in add-on products initially, Sharona says she’ll suggest additional products as future gifts.

“If I know it’s a gift, I always provide a list of complementary products and explain how well they work for upcoming holiday gifts,” Sharona says.

“Mother’s Day and Father’s Day are particularly good holidays for selling grilling and accessory products.”

In addition to thoughtful merchandising, going the extra mile in service is crucial, especially when it involves a product category that may be considered nonessential. One way Wood Shed Lumber & Hardware Supply provides something extra is by offering free grill assembly.

“When customers purchase a grill, the last thing they want to do is spend time putting it together,” Sharona says. “We assemble grills for our customers so they can enjoy their product right away and don’t have to wait. Instant gratification is a powerful thing, and we love providing this extra service to customers. They appreciate it and keep coming back.”

OPERATIONS Making Holidays Bright

See more ways retailers are bringing holiday joy to their communities at hardwareretailing.com/holidays-bright

CHECKOUTS

CHRISTMAS IN JULY

OPERATIONS

The Joy of Giving

MANOTICK HOME HARDWARE HOSTS CHRISTMAS SHOPPING EVENT FOR KIDS

WHAT STARTED WITH 18 CHILDREN and two hours of shopping four years ago has become four evenings and hundreds of young shoppers browsing the aisles of Manotick Home Hardware in Manotick, Ontario. The Kids Only Christmas Shopping event has provided a fun way for children to shop for gifts for their parents and loved ones, says store manager Heather McDonnell.

“It was a little chaotic as we navigated through the first event, but the parents and children loved it,” McDonnell says. “The staff and volunteers felt good seeing the smiles on the children’s faces and hearing the funny anecdotes from them during the process.”

Prior to the event, parents or other family members can purchase a gift card for whatever amount they wish

the child to spend, which reserves them a 30-minute time slot to shop. Store employees help each child shop based on the parent-provided gift idea list or guides them to select gifts. While the children shop, parents can spend time in the “parent lounge,” enjoying coffee and cookies from a local coffee shop while the store’s current promotions and offerings play on a TV, McDonnell says.

The children pay for the items with their gift cards and are paired with a volunteer to gift wrap them, McDonnell says. They are also treated to a candy cane from Santa.

“It is wonderful to see children return each year,” McDonnell says. “We love hearing stories and seeing photos of Christmas mornings from these families and love the sense of community this event creates.”

Children take care of the Christmas shopping at Manotick Home Hardware’s annual Kids Only Christmas Shopping event.

A Gingerbread House Goes Life-Sized

The holidays got an upgrade at Hartville Hardware in Hartville, Ohio, when the store’s Idea House transformed into a giant gingerbread house. The Idea House, which sits in the center of the 305,000-square-foot store, is a full-size home that showcases the latest trends in home design.

Decorated with products the store sells, the gingerbread house featured gum drops made of paint buckets, lollipops constructed from pool noodles, PVC pipe peppermint sticks and life-size cut-out gingerbread characters custom designed from the store’s mill, says marketing director Kelli Hill.

Working in shifts, Hartville Hardware team members began converting the 1,830-square-foot Idea House into a gingerbread house in late October. They did the bulk of the decorating in a single day, but the project took about a week to complete and it was finished in time for customers to enjoy while holiday shopping, Hill says.

“The staff worked hard to create a memorable experience the community could enjoy,” Hill says. “It was a labor of love, and watching our guests enjoy the transformation was simply magical.”

OPERATIONS

Merchandising for the Holidays

Opened first in the Delaware, Ohio, location of E&H Hardware, The Nook—a store-within-a-store that sells gifts, housewares and more—is now found in four locations of the operation, which has 32 stores in Ohio.

During the holiday season, The Nook creatively merchandises products to highlight stocking stuffers and gifts for everyone on a customer’s holiday list, says director of merchandising and procurement Scot Steele.

“We worked with the other local businesses to carry items they weren’t, so we wouldn’t compete with one another and could offer more to customers,” Steele says. “Customers love seeing the creative gift ideas, especially around the holidays.”

Customers of Hartville Hardware loved the transformation of the store’s Idea House into a life-size gingerbread house for the holiday season.

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

Price: $1.875 mi

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

ASSOCIATION Solutions Abound

Learn more about TeamBuilder and other NHPA consulting programs by contacting Kim Peffley at kpeffley@YourNHPA.org or 219-776-0094

Stronger YOUR TICKET TO

A Company Culture

REGISTER FOR THE 2023 NHPA INDEPENDENTS CONFERENCE TO WIN A DREAM TEAM EXPERIENCE

AS YOUR COMPANY’S TOP ASSET, investing in your employees and creating a cohesive team with a strong culture are key to success. If you’re stuck on how to achieve these goals, TeamBuilder has the

solutions, and you have a chance to win one of these valuable sessions. We’re giving away two TeamBuilder Experiences at the 2023 NHPA Independents Conference. Register by July 26 for a chance to win!

Maximize

Your Team’s Potential

With TeamBuilder, you’ll take part in a comprehensive two-day deep dive into the people side of your business. The assessment fully analyzes your current organizational structure and the ways your staff members interact with you and each other. TeamBuilder will leave you with practical best practices and strategies for improving your company culture, operational processes and overall business.

Know Your Team

As part of the experience, your team will complete Everything DiSC®, the leading personal assessment tool to understand and improve work productivity, teamwork and communication.

Evaluate Your Structure

We’ll work with you to improve fundamentals in your business—like your organizational chart and job descriptions— to align your team to your business goals and values.

Go Beyond the Assessment

Receive an analysis of how you can improve your business, complete with recommendations on training resources, leadership development and more.

Kim Peffley Director of Organizational Development and Consulting and Former Retailer

Over the last 30 years, Kim Peffley has served the independent home improvement industry in a variety of roles. During her career, Peffley established development and mentoring programs for both the frontline and management teams. She created merchandising standards and procedures to assist in store modernization, new store projects and ongoing store improvement.

As the director of organizational development and consulting for NHPA, Peffley leads retailers through comprehensive organizational change to improve internal communications, create stronger teams and drive success through investment in people.

“Kim is rooted in the industry with almost 30 years of experience with hardware. Her knowledge of how everything works together helped us create an organizational chart we didn’t know we needed. Bringing Kim into our store has been one of the best business decisions we could have made.”

About Kim Peffley

–Lee & Rob LaFleur, Mike’s Hardware, New Orleans, Louisiana

Gain the Skills You Need to Grow

Learn the key concepts of leadership, personal development, merchandising and more.

NHPA’s Foundations of Retail Program online courses are built with flexibility for busy schedules and feature industry-specific training created with the help of industry-leading retailers.

Your Leadership Style

For new and seasoned leaders

In this introductory course, students will learn about their unique leadership style and strengths that will provide a framework for their ongoing leadership growth and career development needs.

Duration: 9 weeks

Leading Your Team

For new and seasoned leaders

This course teaches students the critical components of building and leading a team, including communication skills, conflict management, talent development and ongoing performance management.

Duration: 9 weeks

Mentoring

For managers responsible for staff development

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

Duration: 4 weeks

Financial Management

For managers with financial responsibilities

This course focuses on the key financial management skills that developing leaders need to learn to manage the financial side of business, including understanding the financial framework of a retail operation, key sales drivers and the most important ratios that measure retail productivity.

Duration: 9 weeks

Merchandising Management

For employees with merchandising/ purchasing responsibilities

This course provides students with the strategies and skills to manage merchandising and assortment planning at their stores, including visual merchandising, vendor relations, category management and more.

Duration: 12 weeks

The next cohort session will start July 24

Application deadline is July 17

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.

ORGILL COMPANION EVENT

ORGILL COMPANION EVENT

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!