“Switching to Midwest Fasteners from our previous vendor removed a giant headache for us. Our previous vendor was unable to keep the bins full of product, fill special orders or help us expand our nuts and bolts selection. This directly affected our bottom line and irritated our customers daily. A few years later, every issue we had with our fastener section is a long fading memory, all thanks to Midwest Fastener. The rep service provided to us by Midwest has allowed us to have our fastener department stay on auto pilot, freeing up our time to focus our attention on other neglected parts of the store. Our only regret is not switching to Midwest sooner.”
CONNECTIONS
Follow Us Online
1025 East 54th St. Indianapolis, Indiana 317-275-9400
NHPA@YourNHPA.org
YourNHPA.org
OUR MISSION
The North American Hardware and Paint Association (NHPA) helps independent home improvement and paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.
NHPA BOARD OF DIRECTORS
CHAIRMAN OF THE BOARD
Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina
EXECUTIVE VICE CHAIRMAN
Jackie Sacks, Round Top Mercantile Co., Round Top, Texas
DIRECTORS
Alesia Anderson, Handy Ace Hardware, Tucker, Georgia
Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri
Ned Green, Weiders Paint & Hardware, Rochester, New York
Scott Jerousek, Farm and Home Hardware, Wellington, Ohio
Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia
Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon
SECRETARY-TREASURER
Bob Cutter, NHPA President and CEO
STATE & REGIONAL ASSOCIATIONS
MIDWEST HARDWARE ASSOCIATION
Jody Kohl, 201 Frontenac Ave., P.O. Box 8033 Stevens Point, WI 54481-8033 800-888-1817; Fax: 715-341-4080
NHPA CANADA
NHPA CANADA
Michael McLarney, +1 416-489-3396, mike@hardlines.ca
330 Bay Street, Suite 1400 Toronto, ON, Canada M5H 2S8
CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES
CIRCULATION DIRECTOR
Richard Jarrett, 314-432-7511, Fax: 314-432-7665
With the largest class of retailers to date, this year’s Young Retailer of the Year Award program recognizes the best and brightest in the independent home improvement channel. Next month, meet each of the 11 honorees and learn how they cultivate culture and community, embrace opportunities, handle challenges and ensure the future of the industry stays secure.
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
NORTHERN REGIONAL SALES DIRECTOR
Karen Hopkinson
khopkinson@YourNHPA.org | 317-275-9430
SOUTHERN REGIONAL SALES DIRECTOR
Faith Zucker fzucker@YourNHPA.org | 317-275-9427
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
34
Triboro Paint Center employees warmly welcomed NHPA On the Road and shared how excellent service differentiates the company in a tight market.
28 ASSOCIATION
NHPA has been on the road again, visiting retailers across the nation. See highlights from recent NHPA On the Road trips and meet the retailers who shared helpful insights and best practices.
The Place To Be
This month the industry comes together at the 2023 NHPA Independents Conference in Dallas to share ideas, compare solutions and gain insights into technology and innovation.
46 OPERATIONS
From small businesses to large corporations, theft and organized retail crime are negatively impacting the industry. See how one retailer implemented a basic loss prevention method to counteract the rise in retail thefts.
SPONSORED BY
56 CATEGORY SPOTLIGHT
Stepping in to fill a hole left by another retailer closing, Gladieux Home Center turned its outdoor power equipment category into a powerhouse for lawn mowers and accessories.
OPERATIONS
Scan this QR code or visit hardwareretailing.com/august to read these stories and more.
Learn how battery-operated outdoor power equipment (OPE) is the future of the category and see the trends shaping how customers purchase OPE.
To promote the skilled trades among youth, one retailer partnered with local schools to highlight the trades as a viable and successful career.
Theft, fraud and other retail crimes continue to cost businesses billions of dollars a year, but there are steps you can take to protect against shrink. Turn to Page 46 to see how one operation created its own theft heat maps to identify problem areas in its stores and check out these additional loss prevention resources.
While shrink is a major problem, retailers don’t have to fight alone. Learn more about the organizations supporting retailers with loss prevention resources.
Give your employees this simple test to see how knowledgeable they are on store policies and safety procedures.
As you develop your own loss prevention strategies, see the methods three retailers use to prevent theft, fraud and other losses in their operations.
Because transitioning your business to the next chapter isn’t always easy, Lanier Do it Best owners share their experience and best practices for passing the company to the next generation of family members.
Scan the QR code or visit the website below to listen.
YourNHPA.org/podcast
mmoul@YourNHPA.org
Melanie MoulI WENT TO COLLEGE 600 MILES away from my family, and I lived in my college town for almost seven years after graduation. Fortunately for me, I love road trips.
There were many summer vacations and holiday seasons where I would get in my car at 8 a.m. and drive 10 hours to get to my mom’s house. There’s nothing quite like having complete control of the playlist, the route and the pit stops. Now that I have two kids, a dog and a husband, my best chance of recreating those road trips is on my commute to North American Hardware and Paint Association (NHPA) headquarters.
The staff at NHPA spends quite a bit of time on road trips of their own. Starting on Page 28 in this issue, you’ll see a map of some of the stores our team has visited over the last two years or so. And you’ll also get to see some highlights from those trips.
The retailer on the cover is Brooke Robison, the store manager for the North Attleborough, Massachusetts location of Triboro Paint Center. Members of the communications team recently visited Brooke and her team for one of our NHPA On the Road adventures. You can read about Triboro’s commitment to service and how they use technology in their business starting on Page 34.
NHPA’s mission is to help independent home improvement and paint and decorating retailers, regardless of affiliation, become better, more profitable operators. One way we work toward our mission is by meeting you where you are—in your stores, in your communities—and seeing firsthand how we can help. Going “on the road” allows us to visit several retailers in one area at a time. While we travel, we post snippets of the trips on our Instagram (@Your_NHPA), but when our teams return to the office, that’s when we start putting all the pieces together to help you. We post recaps with tips from retailers, store photos and highlights at YourNHPA.org/on-the-road.
We’re always looking for new opportunities to hit the road. The more industry connections we make, the more resources and programs we can develop that are specific to your needs. We would love to pay you a visit. Drop us a line at nhpa@YourNHPA.org to let us know when we can stop by your neck of the woods. We’ve already queued up our playlist.
Melanie Moul Communications & Content Manager
“The more industry connections we make, the more resources and programs we can develop that are specific to your needs.”
we are a few weeks out from the North American Hardware and Paint Association’s (NHPA) first-ever Independents Conference, which is being held in Dallas. Of course, by the time you read this, the conference will either be going on or will have concluded.
So, why, you might ask, am I choosing to write about an event that is in progress or over? Aren’t there more timely topics we could dedicate this space to?
Well, loyal reader, I’m happy to address those concerns.
I want to spend the balance of this column talking about the “why” behind the Independents Conference, as opposed to the details of the conference itself—and I am going to be blunt. Over the last three years, our industry has seen a lot. We experienced never-before-seen increases in sales, the highest-ever recorded profits for independent retailers, mind-numbingly frustrating supply chain challenges and fundamental changes in the way employees and customers behave. And that’s just part of it.
While the industry might be feeling pretty good about where it stands right now, I’m deeply concerned about its future.
Because of what I just mentioned, the independent segment of this industry is at an inflection point right now. How the industry responds over the next few years could determine the long-term fate of independent retailers.
We continue to see the number of independent owners in this industry shrink. We have seen the traditional value propositions that set independent retailers apart from their competitors (service, selection and convenience) completely change. We are seeing new and more savvy competitors emerge to challenge the home improvement shopping paradigm. Unless we come together as an industry to address these changes and marshal all of the brightest minds in this channel to chart a course forward for independent retailers, I am dubious about our future.
There is a new model for how we have to operate, think and support one another. While we certainly all plant our flags with different affiliations and brands, we all face common challenges—obstacles that can only be overcome by working together.
That’s where the Independents Conference comes in. This event represents an opportunity for the entire industry to come together, regardless of affiliation, to discuss, address and share ideas for overcoming challenges.
I’m not suggesting it is an ideal stage for solving all that ails our industry. What I am suggesting is we need this kind of continued cooperation among our channel members if we are going to see independents survive and thrive.
Right now, we need to come together and share differing thoughts and opinions, cross “party” lines and work to lift each other’s businesses up.
With that, I would like to challenge everyone reading this column to embrace the spirit of independent unity we hope to foster with our Independents Conference and look for ways to actively engage and share ideas with your fellow independents.
Whether it is participating in roundtables or attending other industry events, I implore you to do so—the future of the independent channel may depend on it.
“There is a new model for how we have to operate, think and support one another.”
Dan M. Tratensek Chief Operating Officer & Publisher
Head to YourNHPA.org/foundations or scan the QR code to learn more about the courses available to you.
IN CONJUNCTION WITH leaders from the Entrepreneurial Institute at Ball State University and a consortium of leading independent retailers, the North American Hardware and Paint Association (NHPA) launched the Foundations of Leadership program in 2017. The program is designed to help independent home improvement retailers better understand their unique leadership styles and strengths and how to utilize them to effectively build and lead teams.
To address today’s specific management challenges and update the program accordingly, NHPA worked directly with one of the most prevalent users of the course, The Aubuchon Co., which operates more than 100 stores in the Northeast and mid-Atlantic states.
“Leadership at Aubuchon wanted to customize the course content to make it more relevant and actionable for its managers,” says Scott Wright, executive director of advanced retail education programs for NHPA. “So we conducted a thorough, six-month review of the entire program and as a result made significant changes based on recommendations from Aubuchon leaders.”
Mentors have always been a critical component of NHPA’s Foundations of Leadership program. Students enrolled in the Foundations of Leadership program benefit from the advice, experience, guidance and encouragement of a mentor in their company. But mentors also gain valuable coaching skills and a sense of personal satisfaction for helping develop a future company leader.
“It’s a win-win relationship for both the student and the mentor because both gain valuable leadership skills at different points and perspectives in their careers,” Wright says.
This new, interactive online mentoring course from NHPA features a series of modules that include videos and resources to help teach the best practices of being a good mentor.
“You’ll learn what the best mentors do and don’t do, and how to structure the relationship with your mentee in a positive and productive manner right from the start,” Wright says.
Students will have access to mentorship readiness assessments and development guides to help them build on what they already know about mentorship. The course guides mentors through all aspects of the mentor/mentee relationship in a professional, easy to understand and easy to apply manner.
“This course will guide you each step of the way so you can become the kind of mentor you once had early in your career or the mentor you wish you had,” Wright says.
Address the post-COVID state of today’s workforce and other trends affecting the home improvement retail industry.
Reduce nonessential supporting content that isn’t directly actionable, allowing students to focus on learning and applying the most essential teachings of the course.
Include a companion course focused on mentoring best practices to benefit the students going through both leadership programs and the owners and managers who have a role in supporting them throughout the learning process.
• Learn how to set expectations for mentees that will add value and accountability to the relationship and to the company.
Learn how to set SMART goals and ask probing questions that will propel the relationship forward. Discover common challenges of mentoring and how to overcome them, as well as how to conclude the mentoring relationship on a high note.
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
The spring meeting of the Hardware Marketing Council took place May 30-June 1 in North Carolina.
SALES AND MARKETING LEADERS from across the home improvement manufacturing landscape recently came together to share best marketing practices, gain insights into key customers’ strategies and learn from industry experts about emerging technologies at the spring meeting of the Hardware Marketing Council (HMC).
NHPA’s chief operating officer and publisher Dan Tratensek shared insights on how independent home improvement retail operations performed during and after COVID, indicating now is a critical point for the channel. He discussed specific strategies manufacturers could use to be competitive and build lasting partnerships with retail operations.
“HMC offers a unique opportunity to be in a room with people from different positions and experience levels in the home improvement industry,” says Karen O’Connell, sales manager at InSinkErator, a newer member of the organization. “At the spring meeting, we were able to hear some of the challenges our customers and peers are facing in today’s market and discuss solutions and strategies.”
For more information about the HMC or the upcoming fall meeting, or to learn how to become part of the top 125 sales and marketing leaders on the HMC, contact HMC managing director Pat Sheehan at hmcpks@gmail.com or visit hardwaremarketingcouncil.com.
The following courses are available to NHPA Premier members. Visit YourNHPA.org/membership to learn more.
ACCORDING TO NHPA’S Cost of Doing Business Study, the average transaction size for the typical hardware store in 2021 was $32, the highest ever recorded. How do your numbers measure up? If you’d like to increase your sales this year, make sure your employees have the product knowledge they need to sell effectively.
NHPA has a library of product knowledge courses designed to prepare new hires with essential hardware knowledge. These courses can also be valuable for long-term employees who need a refresher in specific departments. Taking time to train everyone now will get them ready for the busy spring selling season.
NHPA’s product knowledge courses, Basic Training in Hardware Retailing and Basic Training in Building
Materials Retailing, cover core hardlines and building material departments in a typical home improvement operation. Employees who take these courses will learn basic product features, add-on sales, frequently asked questions and upselling suggestions. Each course is broken down into modules, each of which can be completed in 5 to 7 minutes, which means employees can work on their training as they have time throughout the day.
Once employees have basic product knowledge, they need to understand how those items fit together in a project. The Project Pro series of courses combine project videos with valuable selling skills while teaching the financial impact of a project sale and how to recognize a customer’s product needs. The series covers 14 common DIY projects.
Which would you choose?
Sign up to receive updates on when surveys go live and download the reports at YourNHPA.org/retailer-index
THE INDEPENDENT RETAILER INDEX, developed by the North American Hardware and Paint Association (NHPA) in partnership with The Farnsworth Group, serves as a regular measure of the independent channel’s performance. Dive into the report to discover industry trends in several key performance metrics.
Cost of goods is beginning to ease up with only half (51%) seeing an increase in Q1 2023, down from 85% in Q4 2022.
Q1 2023 saw the most variance in Independent retailers seeing profit margin increases (24%) and decreases (39%). The average profit margin improved from -0.8% in Q4 to -0.4% in Q1.
A whopping 56% said their transaction sizes stayed “about the same” resulting in a near zero (-0.1%) average change.
While down from previous quarters, average inventory investment is still a positive 2.2% with close to half (44%) increasing their inventory.
Transaction counts went from being even (0%) in Q4 back to negative (-2%) in Q1. Q1 saw the most retailers since the start of the study (44%) saying transaction counts “stayed the same.”
Retailers seeing a YoY increase in sales went down from 53% in Q4 2022 to 32% for Q1 2023. Overall, the Q1 average increase is -3.2% down from a positive 3.2% in Q4. Source:
As a vital part of your local community, the PRO Hardware and Farm Mart programs provide you with the tools to build your business in the ways that work best for you. A dedicated merchandising, marketing and advertising team ensures each piece of the program works to support you and your independent goals.
In addition, with a national network of hardware, farm, and lawn & garden distributors and access to $7 billion in buying power, the PRO Hardware and Farm Mart programs provide you with the backing of a powerful national brand.
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.
The 3M™ SecureFit™ Hard Hats provide 3M innovation in comfort while maintaining the traditional cap and full brim design many prefer. Reinvented from the inside out, 3M™ SecureFit™ Hard Hats feature patented Pressure Diffusion Technology, incorporating self-adjusting front paddles along the forehead. This four-point ratchet suspension system flexes and self-adjusts to the size of the wearer’s head, reducing forehead pressure and increasing comfort for all-day wear. Further personalize the fit with multiple levels of height adjustment. And a breathable, washable sweatband helps keep you cool and dry.
Gear Hugger Multipurpose Lubricant is plant-based, nontoxic, odorless and biodegradable. The dispenser features a built-in safety device to prevent leaks, allowing it to be sprayed from any angle. Gear Hugger is safe for use around people and pets and is USDA-certified as 96% biobased.
GEAR HUGGER® | gear-hugger.com
The GST18V-50 18V Brushless Top-Handle Jig Saw delivers a strong cutting capability of up to 4 ⁹⁄₁₀ inches in wood. Its brushless motor delivers up to 3,500 no-load strokes per minute, extending the motor’s runtime and improving cutting performance on tough projects. The tool-free blade change system permits fast and convenient blade insertion and ejection. The tool’s bright LED light illuminates the cut line in dark work areas and comes with a built-in dust blower and Bosch Power Tools’ CORE18V battery.
BOSCH | boschtools.com
With a fun polka-dot pattern, the Betty Crocker™ soft-linked silicone material oven mitt protects hands from hot cookware and bakeware. The oven mitt has a silicone exterior with slip-resistant texture to promote a secure grip and a soft material interior for added comfort. It comes in a one-size-fits-all design.
BROWN USA INC. | browneco.com
Wallsauce has six new wallpaper murals with a jungle theme to bring the tropics into homes. They are available in a choice of three wallpaper styles including classic and premium paste-the-wall and peel-and-stick material. Each mural is supplied pre-cut in even-width panels, making installation simple.
WALLSAUCE | wallsauce.com
eXact Color tintable caulk is a high-performance caulk that allows you to customize the color to match specific needs. It’s ideal for use in a variety of applications, including sealing around siding, filling in gaps in baseboards and trim, caulking cabinets and more.
SASHCO
sashco.com or 800-767-5656
“This caulk lets you match any color paint into the caulk for a perfect, seamless finish.”
—Rebecca McKenzie, Adelaide’s Paint & Decor
SolarMelts Activated Ice Melt is nontoxic, noncorrosive, biodegradable and solar-activated. The ice melt absorbs sunlight and converts solar energy into heat to melt ice and snow continuously as the sun shines. Re-application is only needed after new snowfall.
BARE GROUND SOLUTIONS | bareground.com
trademark
Made by ROAM Homegrown, a woman-owned and Austin-based company, these substantial soy candles feature authentic scents made with phthalate-free fragrance, soy wax and 100% cotton wicks. The candles are available in four collections—Classic, Smoke, Cream and Retro—and include scents ranging from best-selling Lavender + Driftwood to festive Christmas Hearth to alluring Dry Gin + Cypress.
ROAM HOMEGROWN | roamhomegrown.com
To stay informed about new innovations and trends, subscribe to the twice monthly Hot Products newsletter at hardwareretailing.com/subscribe
The STIHL FSA 57 Lithium-Ion trimmer is a lightweight, battery-powered trimmer. This trimmer cuts an 11-inch swath at a continuous high speed, saving time and doing more with a STIHL AK Series battery. With an AK 10 battery, the trimmer weighs 7 ½ pounds and has a run time of up to 20 minutes on a single charge. For comfort and convenience, this unit features an adjustable shaft to customize the height to the user, an easy-to-use AutoCut® head that feeds a noise-reducing line and a bump guard to help the user trim carefully around obstacles like trees and shrubs. The FSA 57 trimmer is available as a stand-alone unit or as a value-priced bundle with the AK 10 battery and AL 101 battery charger. Other battery options are available.
STIHL | stihlusa.com
The Hugo 3-in-1 Air Purifier is multifunctional, working as an air sterilizer, insect catcher and air purifier. The Hugo is the most compact, lightweight and portable air purifier on the market weighing only 2 pounds and standing 9 ½ inches tall and 5 inches in diameter. Hugo uses an activated carbon filter and sterilizing 254nm UV light to purify and sterilize your air, and a separate 354nm purple UV light with a powerful intake fan to attract and trap insects, including mosquitoes. It also dehydrates insects, which are easily disposed of with a removable catch tray at the bottom.
CLEER GEAR | hugoairpurifier.com
At Mi-T-M, we pride ourselves on building mighty, damn good equipment. It’s what sets us apart from our competition. When you purchase equipment with the Mi-T-M name on it, you are buying dependable equipment that is designed, built, and tested by good people. Mighty. Damn. Good.
www.mitm.com
800-553-9053
The 40 Liter Ribbed Laundry Hamper features a decorative ribbed design and two cut-out handles. Its large size accommodates plenty of laundry, and the plastic hamper lid is lightweight yet durable. It comes in various colors including white smoke, grey, brown, stone blue, lilac, taupe, white and ecohome. SUPERIO | superiobrand.com
Zoop Health + Odor Grooming Wipes eliminate the main cause of bad body odor and other skin concerns in pets. The wipes can be used on eyes, ears, mouths, paws and anywhere else on your pet. They are hypoallergenic, pH-balanced for dogs and cats and unscented.
ZOOP | zoopbrand.com
Discover this year’s top products selected by a panel of independent retailers at hardwareretailing.com/2023-retailers-choice
Inspired by skate culture, Far Out is a bold and quirky collection of everyday people and objects seen through the lens of Canada-based illustrator Sebastian Abboud. With bright colors, varied shapes and familiar motifs, this puzzle is made with 100% premium recycled cardboard, finished with a linen texture and includes a reusable cotton bag for storage.
GOODFIT | goodfit.us
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
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:
•
•
• We prefer to honor the family name and heritage in the local community by not changing the name
• We prefer to keep all employees as part of the acquisition
• Single-store and multi-store
hardware operations
• Located in the Pacific Northwest
• Store size of 5,000 ft2-30,000 ft2
10,000 miles and counting
Read about NHPA On the Road trips and the stores we’ve visited at YourNHPA.org/on-the-road
Triboro Paint Center NORTH ATTLEBOROUGH, MA
Epstein’s Paint Center DaCorta Hardware
Johnson Paint Center BOSTON, MA
Family Center Farm & Home HARRISONVILLE, MO
Carthage Hardware CARTHAGE, MO
M&M Lumber Co. TULSA, OK
Flanagan Paint & Supply ST. PETERS, MO
Branneky True Value Hardware BRIDGETON, MO
Spectrum Paint CLAREMORE, OK
Hartville Hardware HARTVILLE, OH
Builders Lumber & Hardware SHELBYVILLE, IN
Cardwell Do it Best Home Center INDIANAPOLIS, IN
E&H Ace Hardware WOOSTER, OH
Loconsolo Paints NEW YORK CITY, NY (3)
BROOKLYN, NY (2)
Summit Paint Centers AKRON, OH
Mazzone Ace Hardware Crest Hardware
The Paint Shoppes PROVIDENCE, RI
Cumberland Hardware NASHVILLE, TN
Miller Hardware Co. VALDOSTA, GA
Miller’s Hardware WINTER PARK, FL
Bay to Bay Ace Hardware
Tanner Paint Co.
Adelaide’s Paint & Decor ST. SIMON ISLAND, GA
CENTRAL FLORIDA (3)
TAMPA, FL (2)
Sarasota Paint Co. SARASOTA , FL
Regal Paint Center Toole’s Ace Hardware
Celebration Hardware
The Paint Shoppes highlights its varied product mix on short gondolas, which allow customers to see across the entire store.
Situated on Newbury Street in the heart staple in the neighborhood since 1939. The operation has 10 other locations in Massachusetts, New Hampshire and Maine.
has been a
Adelaide’s Paint & Decor warehouse manager Kenny Newton paints sample boards for customers to take home and see the difference between various shades of paint.
Since 1924, Tum-A-Lum has been serving the community of Pendleton, Oregon. Branch manager Shane Reinhart and his team were excited to show NHPA their newly renovated business.
As Miller Hardware Co. has expanded over the past century, they continue to use their original warehouse to fulfill online orders.
With 22 stores in the Pacific Northwest and counting, leadership at Mallory Paint places a high emphasis on employee engagement and development at every level of the company.
Service is a major differentiator for Triboro Paint Center, which has two locations in Massachusetts and one in Rhode Island. Read more starting on Page 34
City People’s Mercantile in Seattle has the look and feel of a boutique store, with elegant displays featuring housewares, pet products, health and beauty products, gifts and toys, along with core hardware categories.
Meet other retailers from NHPA On the Road stops and discover what makes their operation’s successful at YourNHPA.org/on-the-road
BY LINDSEY THOMPSON
From embracing innovation to its wide product offering to a willingness to go the extra mile to serve customers, Triboro Paint Center has set itself up as the go-to place for paint, sundries and services in western Massachusetts.
When co-owners and business partners John Robison and Matt Lavine purchased Triboro Paint Center in 2000 in North Attleborough, Massachusetts, they started on a steady path of growth and evolution for the operation. The operation added a location in Warwick, Rhode Island, in January 2020 and Foxborough, Massachusetts, in November 2022.
Each of the operation’s three stores carry premium products for contractors and DIYers, including specialty lines of paints and stains needed to restore and maintain
the many historic homes in the area. The stores also offer custom stain and paint matching—including matching of competitors’ colors—special order products, custom spray cans, delivery for contractors and curbside pickup.
But it’s the extra level of customer service and experienced sales associates that set Triboro Paint Center apart, John says.
“We are fortunate to have some amazing employees who are dedicated to our company and committed to our customers,” he says.
The North American Hardware and Paint Association (NHPA) visited the company’s North Attleborough location as part of the organization’s NHPA On the Road program and learned more about the service that sets the operation apart.
One of the ways Triboro Paint Center serves its customers is by implementing simple but effective technology that frees up employees’ time from routine operational tasks so they can focus more on the customer, says Brooke Robison, store manager at the North Attleborough location and John’s daughter.
One such technology is the Decor Fusion Benjamin Moore Dealer program. When a customer purchases paint, the tinting machine sends the formula to the point-of-sale (POS) system and the paint formula prints on the receipt. The formula is also stored in the POS system for easy access the next time the customer wants the same color.
“When we scan the receipt, the formula pops up on our computers, and we can easily mix the customer’s color,” Brooke says. “When we have the original formula, it makes it easier to tweak the color as needed.”
With a desire to integrate new technology wherever it makes sense, Warwick store manager Evan St. Onge implemented the program at that location in October 2021. The program was added to the other two stores soon after.
“Evan loves integrating new technology into his store, and he’s truly ahead of the curve on innovation,” Brooke says. “He and his staff are great about embracing tech.”
Brooke says they often discover new innovations such as the Decor Fusion program from industry sources and on social media paint groups. While she wasn’t sure how employees would embrace the technology at the other
stores, Brooke says they have welcomed it and appreciate the time and effort it saves.
“While this program is something customers might not ever know about, it allows our employees to make their in-store experience easier,” Brooke says. “It also helps get them in and out of the store quicker.”
“Evan loves integrating new technology into his store, and he’s truly ahead of the curve on innovation.”
Brooke Robison, Triboro Paint CenterWith Triboro Paint Center’s paint formula program, employees can easily access customers’ past paint purchases and color formulas. IMPROVING EFFICIENCY
Along with being knowledgeable and helpful, Triboro Paint Center employees create a welcoming environment for customers to shop.
At the North Attleborough location, customers are greeted by wagging tails and puppy smiles. Brooke says their dogs Mookie and Samson are an important part of the store.
“It really means so much to us to have the dogs here, they instantly brighten the mood in the store,” Brooke says. “The dogs have been great for the morale of our staff and customers. The store feels weird when they aren’t here.”
Mookie, a rescued 5-year-old Chihuahua, American Staffordshire, dachshund and boxer mix, belongs to Brooke and loves attention, treats and receiving pets from customers. He is also known for licking the paint shakers while they’re operating, Brooke says.
“He sits by the door waiting for customers and actually walks up to the counter with them. Everyone calls him the store greeter,” she says. “You can see him waiting at the door from the sidewalk, and we’ll even get people who are just walking by come in just to see him.”
John’s dog Samson is a 3-year-old German shepherd and Great Pyrenees mix. Because Samson is a rescued dog, the veterinarian recommended bringing Samson to the store to socialize him and help him become more comfortable around people.
“He’s still a little nervous around strangers, but he’s gotten much better over the years,” Brooke says. “He follows my dad everywhere when he’s in the store; he’s like his little shadow.”
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We know not just any oscillating blades will cut it in your store. You’re after the performance, sales support, and universal tool compatibility that only comes with a market leader. That’s why Arrow, the leader in heavy-duty staple guns and staples, is changing the landscape in pro-grade oscillating blades with a lineup of blades made from the highest-quality materials and performance features we know your customers demand. Choose from three unique planograms that feature single packs and value-priced multipacks, and take 30% off your first order through May 31. But hurry, planograms are limited. Secure yours before it’s gone!
As this issue is hitting your inbox or mailbox, the 2023 NHPA Independents Conference is underway in Dallas. Over the course of two days, the event will be championing retailer success stories, sharing solutions for common challenges in the independent channel and providing opportunities for independent retailers to expand their professional networks.
Presented by the North American Hardware and Paint Association (NHPA), the event is bringing together retailers, regardless of type, size and affiliation, to learn from industry experts and one another.
“We are honored to be the place where the industry’s most innovative, progressive minds are coming together to learn from each other and choosing to excel,” says NHPA president and CEO Bob Cutter.
If you can’t be in Dallas, subscribe to NHPA Events at YourNHPA.org/subscribe for daily highlights from the 2023 NHPA Independents Conference.
Your industry peers on stage and in the audience have experience and knowledge to share, and they want to hear from you too. The conference is bringing together retailers from across the independent channel and all affiliations to share best practices and solutions. There will also be opportunities to connect socially, making new friends in the industry and catching up with existing ones.
“I’m interested in building connections with my peers. That network is priceless when it comes to sharing ideas and experiences for growth within our community of home improvement centers.”
Heather McDonnell, Manotick Home HardwareThroughout the conference, the Retail Solutions Hall will host 24 innovative service provider exhibitors who are ready to help retailers address common challenges, such as data management, inventory control, internal communications, security and more.
“The Independents Conference will be an incredible opportunity to connect with brilliant minds, exchange ideas and explore new solutions. I hope the atmosphere is filled with a spark and energy. I believe collaboration is the best weapon in our tool belt, and this conference will be the perfect venue for it.”
Adam Gunnett, Busy Beaver Home Improvement Centers
Along with keynote addresses from former executives of Amazon and Google, the industry’s leading retailers will take part in panel discussions sharing how they use tech to solve some of their toughest operational challenges.
“My dad and I are really looking forward to networking at the conference. It will be a great opportunity to see what everybody else is doing. It will give us a chance to learn more about what’s going on in the industry right now and what we can do to continue to grow our business.”
Zane Watkins, Village HardwareIF YOU’RE NOT IN DALLAS, HERE’S WHAT YOU’RE MISSING
NHPA will recognize the next generation of retail with the 2023 Young Retailer of the Year reception at the end of Day 1. The three 2023 Top Guns Award honorees take part in a panel discussion on Day 2 followed by a reception in their honor, sponsored by STIHL and the National Hardware Show.
“We know the content will be awesome, but shaking hands with old and new friends is what makes it so exciting. We also have an associate receiving the Young Retailer of the Year award. We are all excited to celebrate and toast to this incredible achievement in person with our work family.”
Chris Miller, Nation’s Best
CRIME STOPS HERE
Wilco Stores use heat maps to pinpoint hot spots for theft and then make changes to those areas of the stores to prevent future shoplifting.
Learn more how fellow hardware and paint retailers handle theft and fraud issues at hardwareretailing.com/loss-prevention-tips
OPERATIONSCosting businesses money and peace of mind, shrink takes a toll on the retail industry, especially on independently owned and small- and medium-size businesses. The National Retail Federation’s (NRF) National Retail Security Survey 2022 discovered retail shrink, which includes organized retail crime (ORC), was nearly a $100 billion problem across all industries in 2022. The survey results found retail theft accounted for 37% of those losses, employee or internal theft made up 29% and the remaining 34% came from process and control failures and other types of theft and fraud.
Every time an individual enters a store with the intent to steal, they put employees and other customers in harm’s way, making retail shrink more than just a financial problem. In the NRF study, 80% of retailers reported an increase in violence and aggression associated with ORC.
Despite the risks and negative effects of retail crimes, many retailers lack an effective loss prevention plan. Fortunately, taking small steps and creating simple loss prevention procedures can make a significant difference.
At Wilco Stores, which has 26 locations in Oregon, Washington and northern California, fighting shoplifting and ORC started small, says Wilco’s asset protection manager Rich Baxley.
Part of Wilco’s loss prevention team for six years, Baxley served as a regional director for loss prevention with Rite Aid Corp. Prior to joining the Wilco team. Baxley has been instrumental in building Wilco’s asset protection strategies and creating an effective team.
“When I joined Wilco, there was not a focus on asset protection, so our team was asked to build the infrastructure from the ground up,” Baxley says. “Getting processes, policies, personnel and more into place to combat loss has been a multiyear project.”
The asset protection team at Wilco is responsible for investigating ORC incidents, as well as partnering with local law enforcement to combat shoplifting in the stores. The team also coordinates safety and store operational compliance along with overseeing casualty investigations, such as damage claims for slip and falls and other liability cases, Baxley says.
No matter what side of loss prevention the asset protection team is addressing, he says technology is paramount. The primary loss prevention technology solutions Wilco uses are CCTV and analytics. In the past five years, Wilco has upgraded its equipment to high-definition cameras with remote access in all locations. Baxley’s team has also made strides in how the operation utilizes analytics to improve loss prevention strategies, he says.
“Those equipment upgrades were a big investment, but we saw a return on them quickly because the cameras are used in many different ways,” Baxley says. “On the analytics side, we’ve grown leaps and bounds, in everything from POS and front register data to inventory control data, which has helped us become more efficient and effective in our loss prevention efforts. Our leadership team is very supportive with the investment of technology, because they understand how important it is.”
Training your team to effectively top retail shrink is critical to a comprehensive loss prevention strategy.
The North American Hardware and Paint Association recently updated its loss prevention courses so you and your staff can stay current on how to identify and respond to theft. Each course addresses three different areas associated with retail loss: internal theft, external theft and store safety. The updates include a new format and information on the latest trends and technologies in loss prevention.
While you would like to think the people who work for you are honest, employee theft is a problem in many retail businesses. Employee theft includes stealing money from the cash register or product from the salesfloor. This course will help you understand the methods employees use to steal and tactics to prevent it.
External shrinkage includes different types of theft and fraud from individuals who are not employed by the store. This course will focus on the most common type of external shrinkage, theft from shoplifting. You’ll learn the common methods thieves use, the best ways to prevent shoplifters and how to confront them when you’re sure a crime has taken place.
Store safety is everyone's responsibility. It's important for employees to know how to reduce the likelihood of accidents happening in your business and what to do when an accident happens. In this course, you'll learn about basic store safety and why it's important for home improvement stores to develop a store safety program.
All courses are available online with your NHPA Premier Membership. If you’re not a member and would like more information, visit YourNHPA.org/membership to learn more.
One simple way Wilco has improved loss prevention is through the use of theft heat maps that identify the most common areas in a store where theft and concealment take place. Baxley says he borrowed the idea from the floor patrol signs hanging in each break room that show employees their assigned floor patrols for a shift.
STOP LOSS
Wilco Stores also utilize high-definition cameras with remote access to deter theft and fraud.
“Not long after I came to Wilco, we decided to mirror the floor patrol signs and created theft heat maps,” he says.
Though basic in design and concept, the theft heat maps lead to exceptional results. Whenever an employee finds an empty package, where a customer took the product out of the package, they log that occurrence into a spreadsheet. Employees also note in the log when they witness a shoplifting incident. The store’s inventory specialist then takes any theft-related data from the spreadsheet and adds a red dot to that store’s theft heat map to show where the incident occurred in the store.
“Over time, those little red dots on the maps develop clovers,” Baxley says. “If I’m an employee sitting at the break room table eating my sandwich, I can look at the heat map and see there is a clover starting to develop in clothing, hardware or anywhere in the store. And I know I need to pay more attention to those areas.”
Because every Wilco store is unique, the theft heat maps have been beneficial in creating strategies that are most effective at each individual store, such as adding product protection devices for specific high-theft items.
“The heat maps show us what’s being stolen from each store and where in that store it’s being stolen from. The maps give us the data we need to make the necessary changes,” Baxley says. “They’ve also been beneficial for empowering employees to take a role in loss prevention.”
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After a local power equipment dealership closed in 2014, Gladieux Home Center had the opportunity to go all-in with its outdoor power equipment (OPE) department.
The business, located in Oregon, Ohio, had been serving customers’ home improvement needs since 1938 but began its expansion in the OPE category after STIHL approached the owners, Ron Gladieux and Brandon Zieglehofer.
“STIHL was looking for a new business in our area to continue selling their products,” says Trent Harp, outdoor power equipment manager.
“Gladieux Home Center already had a wide customer base, so it seemed like a no-brainer to come here.”
Harp joined the team in 2017 and introduced a new perspective to the outdoor power equipment category with his experience in automotive repair and sales.
“I brought my car sales mentality to Gladieux and their outdoor power equipment department,” he says. “I make sure my employees are knowledgeable on all products and can provide the best customer service possible by having them complete online training courses through the manufacturers.”
STIHL Inc. manufactures the No. 1 selling brand of gasoline-powered handheld outdoor power equipment in America1, the No. 1 selling brand of gasoline-powered handheld outdoor power equipment among U.S. landscape professionals in America2 and the No. 1 selling brand of chainsaws in the world. STIHL also offers a full line of battery-powered handheld outdoor power equipment for the professional and consumer. STIHL products are sold through a network of more than 10,000 authorized local STIHL Dealers from coast to coast—not big-box stores. Located in Virginia Beach, Virginia, STIHL Inc., the U.S. affiliate of the global STIHL Group, exports to more than 80 countries around the world, and the majority of STIHL products sold in America are made in America3. STIHL products sold through U.S. STIHL Dealers are for distribution in the U.S. only.
With Harp’s focus on the OPE department, sales grew quickly, 20% year over year, with STIHL products increasing the store’s foot traffic by 22% overall. He noticed lawn mowers were of particular interest to customers, so he added Cub Cadet, Spartan and Exmark to appeal to a broader customer base.
“We started selling lawn mowers like crazy, so I made the call to focus more on these products and dedicate more floor space and displays to them,” Harp says.
Harp updated the salesfloor layout, moving the leaf blowers and chainsaws and dedicating 35% of the space to mowers.
This change created new opportunities for the store. With a larger lawn mower section, customers would need repair and maintenance parts more frequently, so Harp added additional product lines to the mix.
Customers would also need experts to help them find the right repair parts. Harp hired three full-time mechanics to work in the store’s maintenance department, each with expertise in repairing equipment from major OPE brands.
Continued on Page 60
1 "No.1 selling brand" is based on syndicated and commissioned surveys conducted by Irwin Broh Research among U.S. professional landscapers, as well as independent consumer research of 2009-2022 U.S. sales and market share data for the gasoline-powered handheld outdoor power equipment category combined sales to consumers and commercial landscapers.
2 “No. 1 selling brand” is based on 2007-2022 syndicated and commissioned surveys conducted by Irwin Broh Research of the U.S. professional landscaper market.
3 A majority of STIHL products sold in America are made in America of U.S. and global materials.
For more information, call 1-800-GO STIHL or visit STIHLusa.com by scanning the QR code below.
There are several questions employees should ask customers who are looking to purchase a lawn mower to make sure they choose the correct mower for their lawn and workload.
Do you want a drive system or a manual mower? There are four different types:
1
Front-wheel drive. Provides power to the front wheels. Good for level lawns.
3
All-wheel drive. Provides power to all four wheels. Good for hilly and level lawns.
1
2
Rear-wheel drive. Provides power to the back wheels and more traction at the center of the mower. Good for hilly lawns.
4
No-wheel drive. Does not provide power to the wheels and is pushed by the operator. Good for small, level lawns.
What kind of starting system do you want? There are two options:
Electric start. Uses a battery to start the engine. Good for senior customers who want an easy start.
2
Pull start. The user starts the engine by pulling a cord attached to the crankshaft.
Knowing how the customer wants their lawn mower to operate for them is one key element to selling lawn mowers. Ask additional questions to ensure the customer is getting everything they need with their purchase.
Do you bag or mulch yard waste? Different mowers will have different features.
Bag Mower. The mower discharges grass clippings into a bag, requiring the user to empty it frequently.
Mulching mower. The mower does not discharge grass clippings. Instead, special cutting blades cut the grass into fine clippings, which fall back onto the ground as mulch.
Discover more selling tips for lawn mowers and outdoor power equipment at YourNHPA.org/trainers-toolbox
Continued from Page 57
Offering a large selection of mowers can make it overwhelming for the customer to choose the right one. To mitigate this challenge, Harp introduced test drives for lawn mowers, allowing customers to learn how the mower feels in their hands, experience its turn radius and test any additional features they may be interested in.
“Allowing our customers to test out the mowers makes them confident in their purchase and boosts their loyalty level,” Harp says. “They also get to see what maintenance services we offer so they have the highest confidence in their purchase.”
Customers aren’t coming in for lawn mowers just in the spring and summer. Gladieux Home Center sees traffic throughout the fall and winter, which led Harp to lay out the department to accommodate year-round customers.
“All of our lawn mowers and other outdoor power equipment are kept inside year-round,” Harp says. “If a customer comes to the store in February and wants to look at a chainsaw or a lawn mower, they can do so without having to stand outside in the cold or rainy weather.”
Along with expanding the department to serve retail customers, Harp has also established relationships with contractors and landscapers, who frequently reach out to purchase from Gladieux Home Center.
“We work with many contractors throughout the year,” Harp says. “They do what we call ‘fleet purchases’ where they purchase at least 10 of a single SKU. These SKUs range from hand-held power equipment, such as leaf blowers or chainsaws, to our commercial-size lawn mowers.”
Because of these large fleet purchases, Harp says about 40% of OPE sales are to contractors. But overall, the store serves more retail customers.
“We sell more residential lawn mowers and power equipment on any given day compared to contractor purchases,” Harp says. “It’s important to look at each detail in a transaction, not just total sales, to know what your customers are purchasing and keep those items in stock.”
SHARE YOUR IDEAS
Have an idea? Send an email to editorial@YourNHPA.org to have your story considered for publication.
COMMUNITY
CURTIS LUMBER HOSTS ANNUAL COMMUNITY CAR AND TRUCK SHOW
EACH FALL FOR THE PAST 13 YEARS, Curtis Lumber has brought together customers and the community for its annual Car and Truck Show. The family-friendly event takes place at the company’s flagship location in Ballston Spa, New York, and brings in over 3,000 attendees.
Nearly 500 vehicles are on display at the event, and Curtis Lumber gives out over 45 awards and trophies in categories including Best in Generation, Truck, Hot Rod, Oldest Show Vehicle and more. The winners’ trophies are handcrafted from exotic and domestic hardwoods by the Northeastern Woodworkers Association.
Along with strolling the store parking lot browsing the classic vehicles on display, attendees enjoy food trucks, music, giveaways and a chance to win the 50/50 raffle that benefits the local pet shelter. Younger visitors are treated to free face painting and a balloon artist.
“Our car show was born out of a desire to connect with our customers,” says Jim Carpenter, director of marketing for Curtis Lumber. “Attendees enjoy the day and atmosphere and have the opportunity to see what we have on site at our store if they haven’t been by in a while. It is a fun, relaxed community day we all look forward to enjoying.”
Casting excitement, Sunshine Ace Hardware’s Reel in the Sunshine Fishing Expo brings together all ages to enjoy a day of fun and fishing. Held at the store in Bonita Springs, Florida, the event features keynote sessions by fishing experts, vendor-led demonstrations, food samples from the store’s grill masters, giveaways and discounts on fishing gear and apparel.
This year’s event included a fundraiser lunch, raffle and hat sales that raised $2,504. The proceeds went to support Captains for Clean Water, which strives to restore and protect aquatic ecosystems.
“Fishing has continued to grow in popularity as people of all ages and abilities recognize the importance of connecting with nature and relieving stress,” says Michael Wynn, president of the company, which has nine locations on the west coast of Florida. “Reel in the Sunshine is a great opportunity for new anglers to learn the basics of fishing, while more experienced ‘weekend captains’ can check out new fishing reels, high-performance gear and apparel hitting the market.”
For the last three years, Ward Lumber has hosted “The Forklift Olympics” to promote lumberyard safety and celebrate safe drivers. This year’s winners were Keith Denton (left), Bernie LaDuke (middle) and Dale Fredenburg.
While forklifts are an everyday tool used in lumberyards across the world, they are also an inherently dangerous piece of machinery. Most forklifts used in lumberyards weigh between 6 and 20,000 pounds, and using even the smallest forklift unsafely could result in bodily harm or death. The need to shed a light on forklift safety is why Ward Lumber, which has locations in Jay and Malone, New York, hosts “The Forklift Olympics” for its staff and community.
The event highlights safety by sharing safe practices and showcasing forklift skills and celebrates and recognizes safe drivers. This year’s event saw 10 competitors vie for the title of Safest Forklift Driver. Moving materials onto and off a truck, driving backwards through tight spaces and moving culverts were just a few elements of the course.
Along with bragging rights, a medal and a model forklift, the top three winners chose a charity and Ward Lumber made a donation in their name to that organization.
Reigning champion Bernie LaDuke brought home another first place win and chose Adirondack SPCA for his $200 first place donation. Keith Denton came in second place and chose to donate his $100 prize to the Elizabethtown Food Shelf and Dale Fredenburg finished third, choosing the Elmbrook SPCA to receive a $50 donation.
Discover additional ways to prevent retail shrink from theft, fraud and other causes at hardwareretailing.com/internal-shrink
THEFT, BOTH INTERNAL AND EXTERNAL, have been on the rise in recent years, according to the National Retail Federation (NRF). In the NRF’s 2022 Retail Security Survey, 70.8% of retailers saw an increase in organized retail crimes (ORC) in the last 12 months. Of those retailers, 65% indicated ORC was the main cause of shrink, with 28.5% attributing shrink to internal theft. Here are three ways to protect yourself, your business and your employees.
1/
TURN TO TECHNOLOGY.
Consider installing high-definition cameras in your operation or using artificial intelligence (AI) software, which can detect theft in real time using existing security systems.
2/
FOSTER EXCELLENT CUSTOMER SERVICE.
One of the best loss prevention methods is well-trained employees who offer excellent customer service, including greeting every customer and inquiring how they can help.
3/
SEARCH FOR SIMPLE SOLUTIONS.
Look for uncomplicated ways to deter theft, such as adding discreet metal trim to all doors and windows to make entry more challenging, installing security mirrors and monitors or adding anti-theft signage.
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 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.
Everything DiSC® is a personal development learning experience measuring an individual’s communication preferences and tendencies based on the DiSC model.
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.
Retailers looking for custom solutions can take advantage of our hourly consulting options, ranging from owner support, manager mentoring, operational support and more.
“Kim is rooted in the industry with almost 30 years of experience in hardware … Bringing Kim into our store has been one of the best business decisions we could have made.”
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.
Lee LeFleur, Mike’s Hardware & Supply, Louisiana
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• Reinvest dated & obsolete inventory
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• Freshen up merchandise & implement the industry’s most innovative POP materials
Ask your Orgill Sales Rep about Smart Start or email retailprogram@orgill.com to learn
