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TRIAL BY FIRE ONE STORE’S RESILIENT RETURN

From left, Jeremy Smith, Isaac Smith and Ben Smith, owners of Matt’s Building Materials in Pharr, Texas

Efficient Service, Dedicated Operators

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Isaac Smith of Matt’s Building Materials in Pharr, Texas

ADVERTISERS’ INDEX

SENIOR

WBy Doug Donaldson

Putting the ‘Connection’ in Hardware Connection

hen I became editor of Hardware Connection at the beginning of the year, I made it a mission to have more hardware retailer and industry leader voices in the magazine. That is why you will see a lot of question-and-answer style articles, which allow retailers and industry thought leaders to express their direct, unfiltered responses to questions.

One of the best examples is our She Build series of conversations with women retailers. This month, Amy Kaplanis, owner of Country Ace Hardware in Granby, Colo., shares her thoughts on women in the industry with the unique perspective of a store owner and board member of Ace Hardware.

That same retailer-centric sentiment is conveyed in this month’s Q&A: Thought Leadership with Glen Gevaart, Midwest Fastener’s vice president of sales. In this article, Gevaart talks about the manufacturer’s commitment to personal service to hardware retailers. It’s inspiring to see how a major company like Midwest has blended one-on-one interaction while still also leaning into technological advancements.

An even more direct way for retailers to connect through the magazine is with

our Retailer2Retailer features, where hardware retailers tell the stories of their stores in first person, conveying firsthand experiences and providing tips to other store owners.

In the previous issues, Mike Cassidy, co-owner of Chet’s Hardware on Catalina Island, Calif., told how he built a water tank that supplies all the water needed for his store’s nursery. Carly Little of H.W. Little & Co. in Wadesboro, N.C., shared how her store has made a difference in dozens of girls’ lives by sponsoring a softball team. Pat Kelly, owner of Kelly’s Chelan Hardware in Chelan, Wash., provided an inside look at how radio has defined his store’s brand.

In this issue, I’m proud to share with readers the story by Isaac Smith, co-owner of Matt’s Building Materials in Pfarr, Texas. In this first-person account, Smith describes every hardware store owner’s nightmare—a fire that destroys the business. Then, he tells how his family and community rallied to rebuild the store even better than before.

In our April 2022 story, Hardware Connection provided coverage at the time of the tragedy. You can read that coverage here. Now, reading Smith’s

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personal account of the long hours of work, steadfast dedication and amazing community as they rebuilt makes me feel like we’ve come to a satisfying, happy full circle to that story.

As hardware retailers, I know that you are extremely busy and pressed for time. But I encourage you to make the time and read every single word of Smith’s story. It is truly an honor to bring such a compelling, heartfelt story to Hardware Connection readers. Not only does Smith share insights about what his family went through during this crisis, but he offers valuable advice for other retailers who may face similar disasters.

I want to deeply and sincerely thank Isaac and the Smith family for sharing their story and for having the courage and resilience to rebuild. n

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WTREND WATCH

By Craig Cope

Transform Transactions into Genuine Shopping Experiences

hen was the last time you experienced genuine customer service? I pose this question in response to a recent outstanding customer experience that left me wondering: Why is this such an anomaly? Companies boast about their outstanding customer service levels but ask any consumer to provide an example of outstanding customer service they recently received and prepare to wait. So where is the disconnect?

For me, the problem begins with the phrase itself. “Customer service” has become a catchall term used for a host of different activities. A recent Forbes article defines it this way: “customer service refers to support and assistance given before, during and after customers purchase a product or service. It includes a wide range of activities, such as:

• Answering questions and finding solutions

• Resolving complaints

• Interacting with customers

• Following up on customer issues

• Providing guidance and offering advice”

“

IN ESSENCE, THEY TRANSFORM CUSTOMERS INTO WAREHOUSE PICKERS AND THEN ASK THESE SAME CUSTOMERS TO USE A SELF-CHECKOUT STATION BEFORE LEAVING THE STORE. ”

While that definition is certainly allencompassing, it still does not get to the root of the issue. Consider this scenario:

If a customer asks a store clerk where a product is located and the clerk provides an accurate answer, is this customer service? My answer is no, but the clerk may argue otherwise. So, who is correct?

In my view, simply providing an accurate answer to a customer’s question may meet the basic expectation of imparting information, but it lacks the human touch of customer service. Many big-box

TREND WATCH

retailers have developed apps that guide customers to the exact locations of products in their stores. In essence, they transform customers into warehouse pickers and then ask these same customers to use a self-checkout station before leaving the store.

This transformation of customers into volunteer employees also impacts the company’s customer service culture. Employees expect customers to be self-reliant so they can attend to their other routine tasks, such as stocking shelves and cleaning. The process is now only transactional, and the main point of differentiation is the price of the

product. It’s time to redefine customer service beyond mere transactional interactions. True service lies in meaningful engagements and going the extra mile to create memorable customer experiences.

The independent hardware store has long held the title of customer service king of the home improvement channel. Store owners and employees still ask, “What are you working on?” or “Can I carry this to the front for you?” and “Do you need assistance loading your car?” These store principles earn my business and transform transactions into genuine shopping experiences. n

INNOVATIVE PRODUCTS FOR YOUR EVERYDAY HOME PROJECTS

HARDWARE STORIES Amazing but TRUE

products, like bungee cords. One guy came in and said he needed to repair his toilet, but he didn’t want to buy a toilet repair kit. All he wanted was a bungee cord. He planned on hooking the bungee to a rack above the toilet to hold the float. Guess it worked, he never came back in for the toilet repair kit. Another gentleman had what you might call a wardrobe malfunction and bought a couple of bungee cords and used them as a belt.

Eddie Grundy Carthage Hardware Carthage, Mo.

We had a 12-inch water main break right in front of the door. It started as a trickle but soon blew out the paver bricks and created a flood on the highway. The water was six inches deep and because customers had to drive through the water to get into the parking lot, we were slower than usual. The employees decided to have a little fun. First, they made paper boats and raced them down the street. Then they set up a no-fishing sign. Both were posted to Facebook and brought in a strong response. My only complaint was that I was not there to participate in the races.

Randy Patzer Garden City Ace Hardware | Garden City, Mich.

Every year for Bosses Day, the employees find a new outfit for me to wear. This year, they had me in an inflatable flamingo outfit that I had to wear around the store all day. Let’s just say the inflatable flamingo suit didn’t lend itself to walking through the aisles. At least it wasn’t the sumo wrestler suit they had me in a couple years ago.

Matt Skaer Bassil’s Ace Hardware | Metairie, La.

HARDWARE PRODUCTS REVIEW ShopTalk

By Craig Cope

PRODUCT #1

R2-D2 POPCORN MAKER

A long time ago, in a galaxy far, far away, a man named George Lucas created one of the most successful movie franchises in cinema history—”Star Wars.” He set a 2012 Guinness World Record for film merchandising success and earned $4.05 billion after selling the rights to Disney. The movie franchise has become so popular that May 4th is celebrated as “Star Wars Day,” as a spinoff of the movie’s popular saying, “May the Force be with you.”

Welcome to the Hardware Connection Century Club!

The Hardware Connection Century Club, sponsored by the National Hardware Show®, recognizes “The Innovators and Survivors Who Helped Build America.” Our Century Club currently includes 804 hardware and LBM retailers, 21 wholesalers and 207 manufacturers that were founded in the United States of America and remain in business after 100 or more years.

You can find the complete list of Century Club members including old store photos and links to company history by clicking here. We congratulate the following retailers who have been added to the Hardware Connection Century Club this year:

Andrew Posey & Son Hardware, Jasper, AL—1924

Bourassa True Value Hardware, New Bedford, MA—1924

Bowling’s Feed and Hardware, Catlettsburg, KY—1924

Braun Building Center, Manitowoc, WI—1905

Carl Eliason & Company Lumber & Hardware, Sayner, WI—1924

Chairtown Lumber Company, Gardner, MA—1924

Clark Devon Hardware, Chicago, IL—1924

Congleton Lumber, Lexington, KY—1905

Denver Lumber Company, Denver, CO—1923

Gennett Lumber Company, Fletcher, NC—1901

Guy C. Lee Building Materials, Smithfield, NC—1924

Hamilton Building Supply, Hamilton, NJ—1924

Heller Lumber Company, Arlington Heights, IL—1924

Holman Supply Company, Moultrie, GA—1920

Howell Hardware, Millville, NJ—1924

H&W Hardware, New York, NY—1924

Kelly Seed & Hardware Co., Peoria, IL—1905

ShopTalk

If you watched the news this May 4th, you most likely saw Star Wars actor Mark Hamill meeting the President and participating in the daily news briefing. The question is:“How do independent hardware stores capitalize on the trend?”

The answer is the same one Lucas himself discovered: branded merchandise. During the spring markets, I had the opportunity to discover the Uncanny Brands company. Its mission is simple: “to find new ways to bring fun and fandom into everyday life. To make the ordinary (making waffles) into the extraordinary (making waffles in the shape of Bob Ross’ face).” The company offers more than 30 different Star Wars-branded kitchen merchandise ranging from an R2-D2 Popcorn Maker to a Darth Vader Light-Up toaster. Full disclosure: it was the Darth Vader toaster that first caught my attention in the booth.

him that not only could we celebrate with a few movies, but we also had an R2-D2 Popcorn Maker to review, I thought his head would explode.

A few months later, the company shipped us an R2-D2 Popcorn Maker and toaster for review. The timing was perfect, both personally and professionally. Our May issue was on the horizon, and my 11-year-old son asked to celebrate May 4th by watching a few Star Wars movies. When I told

The officially licensed R2-D2 Popcorn Maker uses hot air to pop 98 percent of the kernels; no oil is required. The popper includes a measuring cup and an inside chute for popped kernels, and R2-D2’s head comes off, creating the bowl. The finished product was an outstanding, fun and healthy snack. The process is so easy that R2-D2 has made us a few additional bowls post-May 4th.

Retailers are always looking for ways to set their stores apart from the ordinary, and branded merchandise could be one tool. Branded merchandise also helps create potential customer events like a “Build your own Lightsaber Night.”

Product #2

Flame King Propane Refilling Kit and Refillable Tanks

Having resided in South Florida for over a decade, I’ve witnessed firsthand the varied impacts of tourism on local communities—both beneficial and detrimental. Over time, I’ve developed a strong aversion to single-use products and the waste they generate. Each community clean-up invariably uncovers the same assortment of items—beverage containers, Styrofoam (cups, coolers, etc.), and disposable propane cylinders. Once discarded, these cylinders contribute significantly to the waste filling our landfills. Some individuals resort to the risky practice of refilling disposable tanks, a choice with potentially dire consequences.

Flame King, the leading provider of propane storage solutions, has introduced refillable propane cylinders in the most commonly used sizes, along with a safe refilling system. These refillable tanks boast high-grade steel construction, undergo X-ray and hydrostatic testing, and are powder-coated for enduring

exterior protection. Click here for a brief company video.

Upon receiving samples of Flame King’s refilling kit and refillable tanks in various sizes (quarter, half, and 1 pound), we distributed them to users accustomed to single-use canisters. Initial reactions from the group were marked by astonishment at the sturdiness of the refillable tanks compared to their singleuse counterparts. One tester admitted to having previously refilled a singleuse canister and feeling fortunate that it hadn’t exploded upon realizing the stark contrast in construction between the two products. All testers reported that the refill process was swift, straightforward, and cost-effective.

If your store currently offers or utilizes single-use propane canisters, consider adding Flame King’s refillable kit to your inventory. Stores operating in environmentally sensitive areas should consider establishing an exchange program for customers—click here to learn more.

Product #3

Pale Blue

Rechargeable Batteries

As a child in the early 1980s, I was surrounded by toys with one common component—replaceable, disposable batteries. I constantly swapped old batteries for new ones, with the discarded battery going into the trash. We even tried various rechargeable options, but everything required additional charging units or the performance was far below average.

Fast forward to now, and honestly, the landscape has not changed too much. Until Pale Blue, most rechargeable batteries required a bulky recharging kit and provided subpar performance. Pale

Blue’s batteries are recharged using a micro-USB port directly on the battery connected via a USB-C cable. Users can expect to charge AAA batteries within an hour or less. Charging time does vary by the battery size and USB power output, with larger batteries taking a few hours. Pale Blue offers a wide selection of rechargeable batteries, including AA, AAA, 9V, C, D, and CR123A.

Our testers were given a four-pack of AA batteries for review. Each tester referenced the absence of a traditional charger and the convenient design of the sleek four-pack, which includes the USB-C plug. One tester’s comment on the recharging system stood out the

most: “Eliminating the bulky charger greatly expands how and where the battery can be used.” He went on to explain it allowed for almost unlimited charging opportunities compared to requiring a dedicated 110-volt device.

All hardware stores selling batteries should consider adding the Pale Blue line of rechargeable batteries to their inventory. Solving the recharging issue with a common USB-C plug is a potential game changer. n

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How’s Business?

MIDWEST

How were sales and customer counts in 2023 and so far in 2024? Last year was pretty level, and 2024 has been outstanding for us. We’re up 37 percent year to date. Several factors have contributed to that increase. We recruited the right people and got them in the right place. We added some different services for contractors, such as printing and marketing services. We help contractors by doing some direct mail, business cards, banners, and yard signs.

What’s unique about your business? It is 146 years old this year. We’re one of the only buildings in the area that still serves its original purpose. Goals for 2024? We are bringing in a lot of paint contractors and developing our business-to-business sales with products such as paper goods and office supplies, PPE, and janitorial. The print services has done well, and in addition to paint and building contractors, we’ve been doing some printing services for real estate companies. With our business cards, we offer the first batch for free and then we have customers for life.

What are your strongest niche categories? Paint would have to be the biggest one. We carry EZCARE, the True Value line of paint.

Above: Century Club member Carthage Hardware has remained in the same building since its founding 146 years ago.

Below: In the coming year, Carthage Hardware Owner Eddie Grundy says the store looks to increase its business-to-business sales with paper goods, office supplies, janitorial products, and PPE.

Eddie

Grundy Carthage Hardware Carthage, Mo.

AUGUST 27-29 | MARCO ISLAND, FL

Two respected industry events—the NHPA Independents Conference and The Hardware Conference—will come together to form the 2024 Independent Home Improvement Conference. Join retailers from across the industry and gain actionable solutions for today’s toughest retail challenges. Visit ihiconference.org to sign-up for news, updates and offers.

HOW’S BUSINESS?

NORTHEAST

How were sales and customer counts in 2023 and so far in 2024? Last year, our sales and customer visits stayed pretty steady, not too different from the year before. But this year, things are looking up. We’ve noticed a nice little bump in both sales and foot traffic, which is giving us a good feeling about where we’re headed. The local economic scene has been a bit of a mixed bag lately. With shifts in job availability, housing trends, and those pesky interest rates, it’s been a bit tricky. Plus, finding good help hasn’t been the easiest task lately. What’s unique about your business? What sets us apart is our knack for stocking those special items you just can’t find everywhere else. And we’re all about treating our customers like family, listening to what they need, and keeping our prices friendly to your wallet.

Goals for 2024? This year, we’re aiming to spread our wings online. We want to make sure folks can find us and shop with us no matter where they are. And we’re doubling down on that personal touch, making sure every interaction leaves a smile.

What are your strongest niche categories? If you’re into gardening, we’ve got you covered from A to Z. Fertilizers, grass seeds, you name it. And when it comes to paints, we’re

One of the strongest niche categories for Total Hardware in Sayreville, N.J., is gardening, says owner Alessandra Conte.

proud to offer the best with Benjamin Moore paints and stains.

Alessandra Conte

Total Hardware

Sayreville, N.J.

SOUTH

How were sales and customer counts in 2023 and so far in 2024? In 2023, we had a strong first half and a flat second half. So far, 2024 has been fairly flat or slightly down. Our area is very susceptible to price swings and a down economy. The cost of business is going up around here. We’re trying to be really smart about what we bring in and how much we charge. Consumer sentiment seems to be that people are being much more careful about what they’re spending. That’s meant that we are trying to find products to sell for our cost-conscious consumers while maintaining our margins.

What’s unique about your business? We have niche sales, especially in outdoor living. That’s been our calling card forever. When times

Left: Matt Skaer, owner of Bassil’s Ace Hardware in Metairie, La., says he looks for new products that are the most costeffective options for customers.

Right: Mardi Gras supplies are a strong seller for Bassil’s Ace Hardware, especially ladders used to view the parades.

are good, outdoor living is a really good category. One of the standouts in the outdoor living department is Big Green Egg. We have a strong grilling department.

Goals for 2024? We’re trying to revamp some of the core departments. We’re working on electrical and plumbing, trying to bring them up to the front of the pack. We are looking at new products that are the most costeffective options for our customers.

What are your strongest niche categories? We have seasonal products that are unique to the area, such as Mardi Grasrelated accessories and ladders. For products like that, customers can only find it here.

Matt Skaer Bassil’s Ace Hardware Metairie, La.

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HOW’S BUSINESS?

SOUTHWEST

How were sales and customer counts in 2023 and so far in 2024? In 2023, we were down about 10 percent from 2022, and 2024 seems to be going back up slightly. I attribute the dip in 2023 to high prices, high cost of gas, utility bills, and food.

What’s unique about your business? We really work hard on old-fashioned customer service. For the most part, I hire older, mature employees. It’s amazing how they already know how to treat people. In

Above: In the coming year, Norick’s True Value looks to participate in True Value’s new online marketing efforts, according to Lance Norick, right, with Ron Norick, his father and co-owner.

Below: Each spring, Norick’s True Value is a local destination for live plants, and the store hires employees with in-depth gardening know-how to help customers.

the spring season, I have people work the floor who are knowledgeable about weed, seed, and fertilizer. I have a plant person outside who knows what to plant, when to plant. It’s all about helping people get the right product at the right time.

Goals for 2024? We’re looking to expand more into the community. We’re doing more on the marketing side with True Value, which has increased its targeting of customers through the internet. We’ve started with True Value bargains of the month and mailers.

What are your strongest niche categories? In the springtime, we’re known for our flowers. We’ve been known for barbecue grills and pellet grills. Even though the grill market nationwide is down, we still have that as a big niche.

Lance Norick Norick’s True Value Oklahoma City, Okla.

WEST

How were sales and customer counts in 2023 and so far in 2024? We’re about the same, and maybe a slight increase this year but nothing to jump the gun about just yet. We’re in an oil-producing area, and a lot of our business depends on oil production. Right now, the oil

Floyd’s General Store & Ace Hardware is looking to expand the lawn and garden department, according to Manager Arnold Wittenberg.

fields are down, so we’re reflecting that some.

What’s unique about your business? We’re a general merchandise store and carry a lot of different things that typical hardware stores don’t carry. We have work clothing and some gift and household items. We try to be a little unique. We try to market ourselves through word of mouth and some social media.

Goals for 2024? We’re probably expanding lawn and garden because it’s a growth area. We’re looking to bring in additional power equipment. We’re already a STIHL dealer and that has brought in a good number of customers. We’ve seen a growth in home gardening again. It picked up during the pandemic, then slacked off, and now it seems to be back up.

What are your strongest niche categories? Our clothing department is really strong. We cater to the working person, not fashion clothing. We carry brands such as Wrangler®, Levi’s® , Carhartt®, and Dickies®. The clothing department is about 1,200 to 1,500 square feet of the store.

Arnold Wittenberg, manager Floyd’s General Store & Ace Hardware Bakersfield, Calif.

Main: One of the reasons Carhartt has been around since 1889 is that it seeks customer input about the design and construction of its products.

Right: Carhartt’s original product lines included durable overalls marketed toward railroad workers.

JOBSITE TOUGH, STYLISH IN THE STREET

With a heritage of hard work, Carhartt was founded in 1889 by Hamilton Carhartt and provided durable overalls to railroad workers. Maintaining quality craftmanship as the brand grew, Carhartt expanded its product line to include a wide array of workwear essentials, from jackets and pants to accessories, all designed to withstand tough environments.

Headquartered in Dearborn, Mich., Carhartt has about 5,400 employees worldwide and is owned and managed by the descendants of the company founder. Still family-owned, this Century Club manufacturer has organically grown to become a billiondollar business. Carhartt’s wavelike logo, which represents growth and friendship, is now seen on apparel worn by movie stars, farmers, and rappers.

FROM RUGGED TO ALL THE RAGE

The company’s brand expansion from rugged workwear to a must-have for pop and culture icons could be traced to the constant desire to improve the products. Throughout its 135-year history, Carhartt has solicited customer input about how to better products.

With such customer-focused design, Carhartt built clothes to last using heavy-duty thread and highly durable materials to resist heat, stains, and water. Because of Carhartt clothing’s durability and value, its coats, coveralls, jeans, and overalls were common on farms, jobsites and ranches.

By the 1990s, subcultures such as hiphop artists and skaters valued the brand for its utilitarian aesthetic and robust construction. From Brooklyn streets to West Coast skate parks, Carhartt evolved into a symbol of a rugged, no-nonsense approach to style.

COLLABORATING & CELEBRITY

A key driver behind Carhartt’s crossover into pop culture has been its strategic collaborations with other brands and designers. By teaming up with high-end fashion labels and streetwear pioneers, Carhartt has managed to infuse its workwear heritage with a contemporary edge. Collaborations with the likes of A.P.C., Supreme, and Vetements have resulted in limited-edition collections that blend Carhartt’s durability with cuttingedge design, appealing to a broader audience beyond its traditional base. Collaboration has also been essential to recent marketing efforts. Carhartt has

LAUNCHED/LANDED

partnered with actor Jason Momoa to highlight the outdoor lifestyle aspect of the brand’s clothing. Just about every episode of “Yellowstone” has some Carhartt clothing on screen.

The company’s collaborations extend to charitable efforts, too. Carhartt is working with America’s National Park Foundation on a program to encourage Millennials and GenZs to work outdoors. Carhartt also supports Team Rubicon, a veteran-led humanitarian organization that helps communities when disasters strike. More recently, Carhartt has been helping raise awareness of women in skilled trades.

From its humble beginnings to its current status as a global phenomenon, Carhartt’s journey is a testament to the power of authenticity, listening to customers and not compromising quality. n

In addition to pop singers and rap artists

sporting Carhartt clothing, the brand stepped into high-fashion circles at Milan Men’s Fashion Week before the Emporio Armani show.

RETAILER2RETAILER

By Isaac Smith

TRIAL BY FIRE: ONE STORE’S RESILIENT RETURN

The strength and support from the community and our employees motivated our family to rebuild Matt’s Building Materials in Pharr, Texas, even better than before the fire.

On January 1, 2022, I was on vacation with my family when a long-time customer of ours called me. “There is smoke coming from your store” were the first words he said after I answered. At first, I dismissed it, but when the calls kept coming, I knew something was very wrong. Within an hour, we had packed our bags and headed back home. I’ll never forget the sight of those black clouds on the horizon growing bigger as we drove back into Pharr, Texas.

Matt’s “Cash & Carry” Building Materials has always been my second home. The

business was named after the original owner, Ira Matt.

My father worked for Ira for over 40 years before taking over as owner. Some of my earliest and fondest memories are playing in the store.

Throughout my high school and college years, I worked in the lumberyard, and for nearly 20 years, I managed the store alongside my mother, father, and two brothers.

By the time I arrived at the store that day, there were already five fire trucks on the scene, with more on the way.

The firemen told us that they would do what they could to

Soon after the fire, Isaac Smith let staff and community know that the company was committed to staying open and would be rebuilding.

save the store, but their priority was to keep the fire from spreading to the nearby businesses and homes. With nothing else I could do, I prayed with the family, friends, and employees who had gathered in the parking lot next door. The fire raged for nearly 30 hours, destroying the 120,000-squarefoot timber-framed store, warehouse, and door shop. Despite the pain, we were fortunate that no one was hurt, and the lumberyard was spared.

GETTING OPERATIONAL IN THE INTERIM

The next few days were a blur of activity. Thoughts of what had happened and what needed to be done kept me up all night. Unable to sleep, I threw myself into my work. As a family and as a business, the

On January 1, 2022, while owner Isaac Smith was on vacation with his family, a longtime customer called him and shared these ominous words: “There is smoke coming from your store.”

first task we focused on was to get operational. The lumberyard and our delivery fleet were largely untouched, and less than 24 hours after the fire, our trucks were out making deliveries.

But the lumberyard was only a portion of our business. We had two other stores that still needed to be managed, and more than 40 retail and administrative staff that had been displaced. Everyone was worried about what was going to happen to the business, their jobs, their health care, and their future. We addressed our staff and let them know we were committed to staying open, and while

changes would need to be made, no one was going to lose their job overnight. We made road signs, used social media, and interviewed with the local news stations to spread the message that we were still open, and we would be rebuilding.

The amount of support we received from friends and strangers in those first few weeks was humbling. People dropped off lunches, someone launched a GoFundMe campaign to raise money for our staff, a local dealership let us borrow forklifts so we could keep operating our lumberyard, the neighboring strip mall leased an office to us at no charge, and thousands of messages

of support were sent to us on Facebook. I can’t begin to describe how much those messages of support helped me get through those first few days.

By the third day, we were moving into the offices our neighbor had offered us. We bought folding tables and used office equipment and quickly set up a “war room” where our sales team could field calls and make tickets. The office breakroom became the shared office for the ownership team. Every task that we could think of was printed on a sheet of paper along with the person or team responsible for it.

We lined the wall of our office with

With nothing else I could do, I prayed with the family, friends, and employees who had gathered in the parking lot next door.

them so we could refer to them during our meetings.

FINDING OUR FOOTING, ONE STEP AT A TIME

Once we had established some basic functionality, we began working on long-term solutions. We lost our paper records and our local server in the fire but having cloud backups saved us. Without those, it would have been impossible for us to keep track of who we owed, and who owed us. Our senior managers immediately stepped up to fill in many of the roles

that the owners had traditionally taken care of, while our assistant managers filled in any gaps.

With new leadership in place and responsibilities distributed across the team, our next focus was on building a temporary store to service the lumberyard. By mid-February, we held a grand opening for MiniMatt’s as we affectionately called it. It was a tiny, 1,200-square-foot mobile home that we converted into a store. It had just enough space to house our sales staff,

Rebuilding allowed the store to start fresh and redesign the floor plan with a smaller, more efficient building footprint to increase the parking lot without sacrificing retail space.

two cashiers, an office the size of a broom closet, and 100 linear feet of shelving for accessory products such as screws, caulking, and adhesives.

LOTS OF HELP ALONG THE WAY

As the weeks turned into months, we had a smooth operation going. Our lumberyard and other stores were profitable enough to sustain us. The money from insurance wasn’t enough to cover our entire loss, but it made rebuilding possible.

We owe a lot to our vendors and suppliers, and we are forever grateful for the assistance they provided us. In many cases, they extended our terms of credit and even replaced some of our lost goods at no charge. We owe an extra-large thank you to Orgill, who let us use one of their semi-trailers as storage and offered to assist us in any way they could throughout the process. Abraham Villagran of Villagran

Construction, who had helped us build our third location in 2015, immediately went to work designing and planning the new store. Abraham

worked long, long hours overseeing the project, and as I am sure he would tell you, rebuilding is much harder than new construction.

PRACTICAL MATTERS OF REBUILDING

With new construction, you can plan most of the details well before you break ground, but when rebuilding, we faced many additional challenges. We had an active lumberyard just feet away from the construction site that had to be worked around, and any disruptions would cause a loss in revenue and potentially customers. Every day without our retail store was lost revenue, so we tried to balance speed with prudence.

By mid-February, we held a grand opening for Mini-Matt’s, a 1,200 square-foot mobile home with just enough space to house our sales staff, two cashiers, and 100 linear feet of products.

Within weeks of the fire, a basic plan for the new store was drawn up before the debris was cleared. Detailed blueprints and plans came next, but we were making changes and updates to them throughout the process. Rebuilding did come with a few advantages. We were able to start fresh and design the floor plan of our retail area as we saw fit—a smaller, more efficient building footprint would allow us to increase our parking lot without sacrificing retail space. It also gave us the chance to

expand our offices to accommodate future growth and we even included a conference room that we could use for training staff or letting our professional customers borrow for their own meetings.

GRAND REOPENING THIS APRIL

Exactly 833 days after the fire, on April 13, 2024, Matt’s Building Materials in Pharr, Texas, reopened for business. We celebrated all day and into the night, inviting friends, employees, customers, and vendors to join us. It was a monumental task, but we crossed the finish line.

It has been the most challenging and rewarding experience of my career. I am forever thankful to

our staff for their positivity and hard work, to our vendors for their flexibility, our customers for their loyalty and patience, and everyone else who helped us along the way.

I am still sad that our old store is gone, because that building and the memories we made there can never be replaced, but I am also deeply grateful for the experience.

Faced with tragedy, our company rose to the challenge and exceeded my expectations. We overcame our trial by fire and are stronger and more resilient because of it. I may not know what the future will bring, but I am confident that my team can handle it. Through it all, we are blessed and we know that God’s timing is perfect.

Exactly 833 days after the fire, on April 13, 2024, Matt’s Building Materials in Pharr, Texas, reopened for business.

We didn’t understand the bigger plan back then, but we definitely do now. The plan going forward is to continue to be the best version of Matt’s that we can be, build positive relationships with those around us, and continue to pass our God-given blessings onto others.

Now, if you’ll excuse me, I owe my family a long overdue vacation. n Isaac Smith started working in the lumberyard at age 15, eventually taking on purchasing duties and running the Pharr location. In 2020, Matt’s Building Supply was honored with a Beacon Award from Hardware Connection.

CONVERSATIONS WITH WOMEN RETAILERS

Amy Kaplanis has been the owner of Country Ace Hardware since 2015 and serves on the Ace board of directors.

By Doug Donaldson

COMMUNITY SYNERGY, NATIONAL PERSPECTIVE

AMY KAPLANIS, OWNER OF COUNTRY

ACE HARDWARE IN GRANBY, COLO., AND MEMBER OF ACE’S BOARD OF DIRECTORS, THRIVES ON SEEING THE IMPACT HER STORE HAS ON HER COMMUNITY.

Throughout the years, the hardware store in Granby, Colo., has gone by several different names until the moniker Country Hardware stuck in 1979. Throughout the revolving door name changes, the store and owners have been the nucleus of the Colorado community about 90 miles northwest of Boulder.

In 2001, Tom and Kathy McConathy purchased the store and converted to Ace. In the next decade, the couple moved, and the store continued expanding to its current size of 18,500 square feet. Tom and Kathy’s daughter, Amy Kaplanis, joined the business working in human resources and became store manager. In 2015, Kaplanis purchased the company from her parents.

SHE BUILDS

CONVERSATIONS WITH

RETAILERS

center of the community,

organizations,

“I love the constant change and growth we see in retail,” Kaplanis says. “Hardware stores and general stores like us are a special place, because we’re what our communities need. It’s amazing to see the impact our store has in our community and on our employees’ lives. It’s a great symbiosis between smaller communities and hardware stores. They support us, we support them.”

Within the Granby community, the store supports several organizations including high school athletics, a local pet shelter, recycling programs, rodeo and summer theater. In addition, the store provides more than $1,000 in gift

certificates every year to the Granby Public Library Summer Reading program. Because of her local, hometown business owner perspective and her experience serving on Ace’s board of directors, Hardware Connection had a conversation with Kaplanis about her thoughts on women in the hardware industry.

How has the role of women in the business changed since you’ve been in the industry?

From what I’ve seen in 18 years, there’s been an amazing change. My overarching opinion just continues to grow, and we become more and more

Country Ace Hardware supports a host of local

including high school athletics, a local pet shelter, recycling programs, rodeo, summer theater, and the Granby Public Library Summer Reading program.

impactful. There’s an Ace Women in Retail Leadership Circle that meets at every show. That has grown from meeting in a conference room to needing a ballroom with more than 100 women, who are looking to learn and grow and support their businesses and each other.

How has being on the board of directors for Ace Hardware informed your view of women in the hardware industry?

I got to see the whole, big picture instead of my own store and own regional bubble. I was only the third woman to join the Ace board of directors and since then, there have been two or three women on the board of directors. More and more women are coming into ownership and management every year. This kind of diversity brings another perspective and can generate more creative ideas.

What kind of hurdles did you face as a woman in the hardware industry?

Overall, I think it’s the same hurdles anyone would face, whether they’re a man or woman. Talking with other women owners, there seems to be more annoyances than hurdles. I think just about any woman has been at a show with a male counterpart and whoever we’re talking to doesn’t address us as the owner or decision maker. Overcoming those kinds of preconceptions can be really satisfying.

Being in a family business and owning your own business means I can choose who I deal with and that’s really freeing. If a vendor or contractor is rude, it’s nice to be able to not put up with that and go another direction.

When has it been rewarding to be a woman in the hardware industry?

I’m not sure it’s a woman or man thing. Being in the hardware business is challenging and exciting enough for anyone. When you grow sales when the rest of industry isn’t growing, that’s exciting. As far as women in the hardware industry, this saying comes to mind: Underestimate me—that will be fun.

What would be your advice for women entering the hardware industry?

Just do it. There are tons of opportunities for women in the hardware industry, and it’s a great way to be part of the community. The lifestyle of owning your own business is fantastic, where you’re able to raise a family at the same time. Yes, it’s challenging, but you get to do it your own way and grow with it.

What’s next for women in the hardware industry?

From a corporate perspective, I look for more women ownership and more women to come up through the corporate ranks in the hardware industry. n

PERSONAL TOUCH IN A TECH-DRIVEN WORLD

Glen Gevaart has been in the fastener business for more than four decades. As Midwest Fastener’s vice president of sales, he oversees a sales force of about 200 sales representatives and regional managers.

GLEN GEVAART, MIDWEST

FASTENER’S VICE PRESIDENT OF SALES, SHARES HOW THE COMPANY FOSTERS LONGLASTING RELATIONSHIPS WITH CUSTOMERS THROUGH CUSTOMIZATION AND UNIQUE SOLUTIONS WHILE ALSO UTILIZING HIGH-TECH SALES ANALYSIS TOOLS.

With more than 42 years in the fastener business including 35 years at Midwest Fastener, Glen Gevaart, vice president of sales, oversees a field sales team of about 200 sales representatives and regional managers. As part of his leadership, Gevaart conveys a deep belief in oneon-one service and connecting with hardware retailers, while still relying on advances in technology. Here, in this exclusive interview with Hardware Connection, Gevaart shares why Midwest Fastener continues to invest in a sales force that delivers personal, in-store service.

HC: For you, what’s the difference between providing good customer service and excellent customer service?

Gevaart: Good customer service is being set up to meet normal customer needs and do that consistently and professionally. Excellent customer service involves connecting with our customers, anticipating and exceeding their needs and expectations. In my

position, I don’t get out as often as I’d like, but over the years I have built strong relationships with retailers and they’ll contact me about things outside of fasteners, questions about affiliations and the industry. We have a relationship beyond nuts and bolts.

HC: How do customers drive the company’s decision-making processes?

Gevaart: Serving our customers is rolled into our company DNA. Customer forensics, feedback, and insights drive our decision making. Our decisionmaking process is as customer-centric as we can make it. Several years ago, we commissioned an industry research firm to survey our customers and potential customers related to our usage of in-store service representatives. The results confirmed our model, and we have continued to invest in and grow this important part of our model. For years, we’ve been hearing that nobody has field reps in stores anymore. This research firm confirmed that retailers love what we’re doing and value the relationships and having someone come into the store to improve the

Q&A: THOUGHT LEADERSHIP

fastener and hardware category. As far as the investment, we’re adding more reps. In territories that are not fully mature, we’re accelerating incentives. By adding more reps, we’re also allowing current reps to work closer to home and do a better job of serving customers.

HC: How do you approach market analysis and identify opportunities in different regions and how does technology play in your sales strategy?

Gevaart: We are trying to leverage as much data as we can, internal and external. We are always striving to improve in this area. Like most companies, we’re just starting to look at AI. It’s encouraging but it’s never going to fully replace a person writing an analysis or having that relationship with hardware retailers. With metrics, we constantly look at whether we’re servicing all categories that Midwest offers: general fasteners, keys, construction fasteners and Hy-Ko Products. We want to arm the reps with the information they need to sell more products within the same store. As far as technology, we are developing analytic tools to help us help our customers and make it easier to do business with us. While technology does play an important role in assisting us while conducting business, we are a relationshipdriven company. We still do business in-person, with the personal touch.

HC: While such technology is vital for business today, how does Midwest maintain personal connections with customers?

Gevaart: Our in-store sales professionals become trusted advisors and friends. There is a “family approach” to doing business between our customers, our field sales team, and our company. Our sales team can be in a store as many as 48 times per year, and we work closely with retailers to help them achieve their goals.

HC: Any regions you see ripe for expansion now?

Gevaart: There are several strong markets, and we are constantly communicating with our external sales professionals. The Southeast is especially strong for us now.

HC: As Midwest develops strategic action in the market, it’s driven by our customers and the impact it will have on them. What are one or two specific examples of that dynamic?

Gevaart: We know that one size does not “fit all.” While we do some chain stores with matching POGs, most of our displays are custom. The majority of our displays are created for the specific retailer we are partnered with, designed and optimized to be successful in the market they serve. In recent years, we designed our dual-slide

Based in Portage, Mich., Midwest Fastener Corp. carries more than 40,000 SKUs of fastener products including anchors, drywall and decking screws, nails, nuts and bolts, along with a large selection of stainless-steel fasteners.

specialty assortment program, allowing double the storage capacity in the same amount of space, allowing for better space productivity.

HC: What are some recent market trends or shifts that have impacted your sales approach?

Gevaart: Industry consolidation at the retail level (and recently at the wholesale level) continues to have an impact. Corporate involvement is more important than ever as in many instances, the decision-making process is removed from the individual stores. We are also seeing SKU rationalization coming front and center again, as retailers review set and location productivity. Analytical marketing will be needed to steer and retain customers.

HC: How do you address customer requests for customization?

Gevaart: Midwest Fastener does a lot of customization. If we are able to partner with a retailer to the point that they are asking for customization, we are in a good place. Most of our displays are unique

in one fashion or another. While we are a large company, we are small enough to react to customer requests. We recently acquired Hy-Ko Products (in 2020). Our new Ohio facility has a complete sign production facility that we often utilize.

HC: What’s an example or two of some recent custom sets that helped meet customer requests and needs?

Gevaart: Often, we will build a “department within a department” highlighting construction fasteners in a home center or stainless-steel products in a coastal area.

HC: What are your priorities and goals for the future of sales at Midwest Fastener?

Gevaart: Our goals and priorities remain unchanged. We will serve the hardware and home improvement industry, focusing on the independent channel. As a family owned and operated company, we are able to make business decisions based on what is best for our retail partners. We continue to strive to exceed customer expectations, one hardware destination at a time. n

GRILLING TRADITION SIZZLES INTO COMMUNITY STAPLE DEALER

DEALE HARDWARE & HOME CENTER IN DEALE, MD., STARTED A BACKYARD BBQ COMPETITION THAT GREW INTO THE BIGGEST LOCAL EVENT OF THE YEAR, BRINGING TOGETHER DOZENS OF COMPETITORS AND VENDORS ALONG WITH ABOUT 3,000 ATTENDEES.

Lower: Jim Weaver, owner of Deale Hardware & Home Center in Deale, Md., created the Smokin’ on the Creek BBQ in 2017 to share his passion for grilling.

Main Image: At this past year’s Smokin’ on the Creek BBQ, about 3,000 people showed up to enjoy music, games and, of course, some barbecue.

Grillers in the Smokin’ on the Creek BBQ competition can make entries in categories including beef, brisket, pork, ribs and other, which has included interesting entries such as alligator.

Afew years ago, Jim Weaver, owner of Deale Hardware & Home Center in Deale, Md., was backyard grilling with some friends. With a passion for barbecue, Weaver enjoyed sharing recipes and tasting what other friends grilled. Naturally, a little friendly competition ensued.

Ashley Hangliter, Weaver’s daughter and general manager, who oversees the company’s three hardware stores, urged her father to make the barbecue competition a community event. In 2017, Smokin’ on the Creek BBQ was born. Now, the event hosts 23 competitors, more than 40 vendors, and has about 3,000 attendees.

“It was never meant to be as big as it was and people love it,” Hangliter says.

Do it Best retailer Deale Hardware & Home Center devotes about 2,400 square feet to its grilling and outdoor living department.

“Now, the competition is a staple in the community and the biggest local event all year. People come out and have lots of fun, and it’s great that it ties back into our business.”

GRILLING FOR GOOD CAUSES

At Hidden Harbour Marina on Rockhold Creek near Chesapeake Bay, the contestants and attendees will soon gather for the sixth annual competition. While the delicious aromas float through the air, there is something even more delightful about the event.

Proceeds are donated to local charities. The first year, the event raised

$20,000 for a youth sports organization. The five competitions (one year was skipped during the pandemic) have gone on to raise $145,000, and the Weavers created Project Deale, a nonprofit foundation that provides grants to local organizations.

The non-profit provides funds for projects for the betterment of the community that will impact many people. For example, proceeds from this year’s event proceeds will be given to Project Deale and the Senior Dog Sanctuary of Maryland. Previous grant beneficiaries have used funds for landscaping around the town circle

and to put up flags for Flag Day and Memorial Day.

BIGGEST COMMUNITY EVENT

When Jim Weaver began the Smokin’ on the Creek BBQ, he wasn’t intending it to grow as large as it has become. This year’s sixth annual event is scheduled for June 1, and 23 local competitors are slated to fire up grills with 40 vendors and about 3,000 people expected to attend.

Grill accessories such as these on display at the Deale Hardware & Home Center are also available at a booth during the grilling competition.

DEALER PROFILE

The night before the event competitors will set up their grills. Some of them are homemade contraptions, while others are conventional grills bought from the hardware store.

“They camp out and get ready and there’s really a lot of community spirit and camaraderie,” Hangliter says.

The event runs from 11 a.m. to 7 p.m. While the charcoal heats up, competitors will grill creations for categories such as beef, brisket, pork, ribs, and other. The other category often shows off local grillers’ creativity and has included gator, chicken and waffles, lamb, and just about anything else that can be thrown on a grill.

Entries are tasted by a panel of judges and winners receive prizes that have included fishing trips and personalized YETI® cups. Because all the chefs are amateurs, visitors can’t sample their entries but the event also offers several barbecue vendors.

Along with her duties as general manager of the hardware store, Highliter also oversees the competition, including about 100 volunteers.

TIE-IN TO STORE’S STRONG ASSORTMENT

Along with Weaver’s passion for grilling, the Smokin’ on the Creek BBQ beautifully blends with the hardware store’s outdoor living assortment like a marinade on brisket.

During the event, the store sets up a booth highlighting its grills and

The original organizers of Smokin’ on the Creek BBQ include, from left, Julie Wayson, Melissa Seymour, Ashley Hangliter and Crystal Klein. Since the event began, it has raised more than $145,000 for local charities.

accessories. Deale Hardware & Home Center relies on outdoor living for about 10 percent of sales, according to Hangliter. The largest outdoor living department is in their Dunkirk, Md., location, which devotes about 2,400 square feet to the category.

The event also benefits the company’s rental business with several vendors relying on Deale Hardware & Home Center for tents and other event supplies.

“While the event does dovetail with the store’s outdoor living products, we keep the focus on raising money for charity,” Hangliter says. “That’s the main goal.”

Along with the fun community spirit and fundraising, Hangliter also looks forward to something else at the Smokin’ on the Creek BBQ: “I do love a well-done brisket.” n

6 BBQ CONTEST TIPS FOR HARDWARE RETAILERS

Running a local barbecue competition is an excellent way to highlight a hardware store’s grilling and outdoor living product lines, says Ashley Hangliter, general manager of Deale Hardware & Home Center in Deale, Md. For the past six years, Hangliter has organized the Smokin’ on the Creek BBQ competition, which has steadily grown to become the largest local event of its kind. Here, Hangliter shares her six tips for other hardware retailers looking to fire up the grills for similar events:

1. Plan at least six months ahead. For this year’s event on June 1, Hangliter began planning meetings in January. Since then, each week, the eight core volunteer planners have met weekly to check off items on event to-do lists.

2. Recruit volunteers with time, expertise. Finding the right people to fill specific volunteer roles is vital to the event, Hangliter says. For example, one of the core eight volunteers manages the event’s finances, another handles the entertainment and games, and another coordinates the competition itself.

3. Talk with local health department. There may be local regulations governing cooking events and Hangliter makes sure to get in touch with government health officials to be sure regulations and safety procedures are being followed.

4. Connect with fire, police departments. With so many grills ablaze, the fire department may have recommendations as far as fire safety and with events that draw as many people as the Smokin’ on the Creek BBQ, a police presence may help with traffic control.

5. Open competition to amateurs only. Professional barbecue teams travel the country entering similar competitions, but Hangliter wanted only local, amateur entrants. “It’s truly dads on grills,” she said. “That’s one thing that makes this event so special.”

6. Set up a booth for the hardware store. During the Smokin’ on the Creek BBQ, booths are set up for about 40 vendors, including Deale Hardware & Home Center. In the booth, the store promotes grills and outdoor living products.

BUSINESS INSIGHTS

DON’T GET HOOKED

HOW TO AVOID A NEW SLEW OF SMALL BUSINESS SCAMS WHERE CON ARTISTS EMPLOY A VARIETY OF NEW METHODS TO ACCESS SENSITIVE INFORMATION.

When the phone rings in a hardware store, it’s typically a customer asking if a certain mower is in stock or how late the store is open.

Sometimes, though, there is a scammer on the other end of the line trying to access information to hack systems or dip into bank accounts.

In recent years, such scams have affected single stores and retail chains to national co-ops. For example, a

Above: From fake directory listings to impersonating government officials, scammers are employing a variety of tactics to make hardware retailers take the bait and reveal sensitive information.

scammer falsely claimed to be a U.S. Marshal investigating a particular business because of counterfeit money. At a higher level, a few years ago, a mid-sized distributor had its computer systems held ransom as part of a cyberattack that demanded money for restoration of service. This past October, Ace Hardware was also hit with a cyberattack.

Both large and small businesses are increasingly seeing an uptick in malicious cybersecurity attacks. A recent Skybox Security report showed a 25 percent year-over-year increase from 2021 to 2022 in the number of reported cyberattacks in the United States.

However, the threat goes beyond the keyboards of hackers. Now, the number-one most common threat vector is imposter scam.

“This includes social engineering attacks by malicious actors attempting to gain access to information by pretending to be a trusted source such as your bank, government institution, or well-known supplier,” says Sean Carr, Epicor vice president of information security.

HOW SCAMMERS REACH OUT

Especially when pretending to be a business or government agency, email was the number-one way scammers attempted to contact potential victims, according to a recent report from the Federal Trade Commission.

Phone calls are another method that can trick hardware retailers into a sense

of urgency, especially if the scammer is pretending to be a POS supplier with vital information or warnings.

“Retailers should always follow their local process and procedures to confirm the identify of any vendors who make an unsolicited attempt to contact them,” Carr advises. “Investing time and effort to train frontline employees in how to identify suspicious activity will help reduce the likelihood of a successful attack by a malicious actor.”

The quickest, surest way to thwart that kind of scam attempt is to hang up and call your POS representative.

“Always get a name of the contact, then reach out to them through a standard phone number or website, not an address or phone number that they provide,” Carr says. “In the case of a callback, always have them reference a specific ticket number—every legitimate activity should be tracked this way.”

RED FLAGS TO DETECT POTENTIAL SCAMS

Hardware store owners and employees should know the red flags to recognize potential scammers.

“It’s critical that businesses adopt and reinforce strong cybersecurity hygiene practices,” Carr says. “From a social engineering standpoint, never reveal information to an unknown entity that calls you.”

In addition to gathering information, scammers will try to get retailers to conduct fraudulent credit card transactions under the guise of testing

BUSINESS INSIGHTS

or diagnosing problems. Scammers will often ask for payment in specific ways, such as through wire transfers, cryptocurrency or (like that fake U.S. Marshall) gift cards.

While in contact, scammers may create a sense of urgency, intimidation, or fear. They urge potential victims to act before having the chance to verify claims.

NEW, RECENT SCAMS REPORTED TO FTC

Each year, the FTC compiles a list of the most common scams. Topping the list for 2023 was the imposter scam, as several hardware stores may already know. Here is a list of other scams the FTC tracked in the past year.

Fake invoices, unordered merchandise. Scammers create fake invoices for products or services, and

All levels of the retail hardware industry— from individual stores, companies with several location to distributors—have felt the effects of phishing and cyberattack schemes.

the FTC advises that if you didn’t order merchandise, you have a legal right to keep it and use it for free.

Online directory listing, advertising. Scammers seek payment for a phony business directory listing. Sometimes this scam is pulled off after the scammer confirms business information such as address during a phone call.

Government official impersonation. Some examples of this kind of scam include fake calls from utility companies, business licensing agencies, the Internal Revenue Service, Department of Labor, Patent and Trademark Office or tech company threatening to remove a company’s website.

Scammers are like sharks in the water, looking for the opportunity to strike. Retailers should establish processes and procedures for handling unsolicited technical support calls.

Tech support. This type of scam often begins with a pop-up message from some prestigious, well-known computer or software company.

Phishing, social engineering and ransomware. Giving up confidential information such as passwords or bank account numbers is often the goal of these types of scams. These emails may look like routine password update requests but may contain malware that locks files to hold for ransom.

Online review modifications. Offers to replace negative reviews or add positive reviews to boost scores on rating sites is often a scam. Plus, posting fake reviews is illegal.

Credit card processing, equipment leasing. Promises of lower rates for processing credit card transactions or dramatically belowmarket deals on equipment leasing could be scams. Ask to see all documentation and terms of any such agreements.

Overpayment with check. Scammers may come up with some reason to overpay with check, then ask for the extra money back in cash. However, the check will be fake and your business may be stuck repaying the bank. n

4 SMART TIPS FOR HARDWARE STORES TO AVOID SCAMS

Epicor provides a webinar about how small businesses can avoid cybercrime, and here Sean Carr, Epicor’s vice president of information security, shares four smart tips for hardware retailers to avoid scams:

1. Never enter a credit card transaction in the system based on a call that someone has made to you.

2. Don’t let anyone rush you to pay or to give sensitive business information.

3. If they have not already done so, retailers should establish processes and procedures for handling unsolicited technical support calls.

4. Ensure new and current employees are reminded and trained on these procedures on a regular basis.

PRODUCT SPOTLIGHT

STIHL KMA 80 R

• Includes 14 optional attachments that are interchangeable between both KombiMotors.

• Runs on a brushless motor for a virtually maintenance-free experience.

• Versatile, able to perform a wide range of yard maintenance tasks with one powerhead.

• Max speed of 7,000 RPM for powerful performance.

• Adjustable front handle can be moved 360 degrees for comfort during any yard work.

• Quick-release coupling system allows for easy switches between Kombi attachments.

• Able to be quickly dismantled for easy transport and storage and reassembled without tools.

• Multi-function control handle provides easy access to all controls.

• Loop handle mounted on shaft provides support and to control the machine in different positions.

MIDWEST BUILDRIGHT DECK SCREWS

• Available in handy, resealable contractor pack that includes stardrive bit.

• Has a Type-17 cutting tip with a sharp, pointed design and cut-out flute to remove waste, allowing a self-drilling function, no pre-drilling required.

• Ideal deck screw for affordable quality and engineered to be cost-effective.

• Exterior coating is recommended for treated lumber and outperforms hot-dipped galvanized steel (HDG) deck screws.

• Coating also protects against the elements, helps prevent corrosion and resists wet weather.

• Star drive head helps ensure secure, snug placement and prevents stripping of screw heads, slippage or cam-outs.

PRODUCT SPOTLIGHT

SHÜBUG ACTIVE INSECT REPELLENT

• Repels mosquitoes, ticks and other insects for up to 12 hours with DEETfree ingredients.

• Active formula idea for outdoor enthusiasts who enjoy hiking, cycling, fishing, camping or golf.

• Dries quickly with clean-feel formula that won’t damage fabrics or plastics.

• Long-lasting protection and doesn’t need to be reapplied during the day unless you go into water.

• Unlike other insect repellent aerosol sprays, the Shübug 360° Bag-on-Valve

(BOV) can be applied from any angle without inhibiting ability to disperse contents.

• Unscented formula utilizes Picaridin, which is considered comparable to DEET in effectiveness.

• Available in 5 oz. spray can with attractive in-store merchandising options.

• Built-in detergent injector makes washer an ideal choice for cleaning dirt and grime off concrete driveways, siding and vehicles.

• Includes quick-connect nozzles (15º, 25º) and detergent nozzle along with a 25-foot x 3/8-inch, wire-braided hose.

• Comes with two-piece, 36-inch lance with professional-grade trigger gun.

• Warranty of one year for the Mi-T-M pump and three years for the Mi-T-M engine.

• Durable frame is powder-coated steel and includes 10-inch flat-free tires.

• Equipped with Mi-T-M Pressure Relief Start, thermal relief value and in-line water strainer.

• Several accessory options, including hose upgrades, rotating nozzles and 50-foot hose lengths.

PRODUCT SPOTLIGHT

LODGE CAST IRON 12-INCH, LOVE IS LIKE A BUTTERFLY DOLLY

PARTON SKILLET

• Special edition design inspired by Dolly Parton’s music and love for butterflies.

• Naturally seasoned with 100 percent vegetable oil so cooking surface makes for long-lasting heirloom.

• Can be used in oven, stove, grill or campfire.

• Use to back, broil, braise, grill, sauté or sear.

• Made without PFOA or PTFE for a safer way to cook.

• Excellent heat retention and even heating. Lodge Cast Iron lodgecastiron.com 833-563-4387

ULTRA-BRIGHT BALL TOP LIGHT WITH SOLAR PANEL OPTION

• Ball-top light with a 45-foot-long power cord and plug.

• Includes photo sensor to detect when light should go on.

• Utilizes eight ultra-bright, 8mm LED light bulbs for complete illumination of flag.

• Constructed with gold-colored aluminum, the ball top light is durable and withstands weather.

• Ideal for commercial-grade and residential in-ground flagpoles.

• Solar-powered, automatic on/off sensor is low maintenance way to ensure flag is illuminated at the right time. Valley Forge Flag valleyforgeflag.com 843-761-1776

Sponsors:

Wholesale Sponsors:

2024 BEACON AWARDS

Join Us to Honor the Industry’s Best Retailers during the Independent Home Improvement Conference

The nation’s largest gathering of independent retailers regardless of wholesaler affiliation will be August 27-29 at the JW Marriott Marco Island Resort in Marco Island, Fla. Join colleagues and industry friends for this three-day learning and networking event, highlighted by the presentation of the 2024 Beacon Awards.

In addition to Best New Store, Retail Beacon Awards are presented from each

participating wholesaler. The Beacon Awards are sponsored by Epicor, Ettore Products Company, Fluidmaster and Hardware Connection magazine. Wholesale sponsors are Do it Best and Orgill.

For more information about attending the event, along with all the other educational seminars, open-floor discussions and social activities, visit the Independent Home Improvement Conference site.

IN THE NEWS

INDUSTRY REPORTS REFLECT MARKET’S WILD RIDE

While interest rates and evolving economic conditions are cited as reasons for uncertainty in the market, recent financial reports echo that sentiment.

For example, after three quarters in its fiscal year, Do it Best reported total sales of more than $3.2 billion, a decrease of 7.2 percent over the same period during the prior year. In the co-op’s reporting, the sales figures were attributed to an increase in interest rates, a soft economy, and a

NEW STORES

• Continuing expansion, Nation’s Best adds Gambles Hardware in Hotchkiss, Colo., as its 57th location. This is the company’s second acquisition in Colorado.

• R.P. Lumber Co. added Custer Hardware & Lumber, an

near non-existent winter across much of the country.

Meanwhile big-box retailer Home Depot was bullish enough on the market to acquire SRS for $18.25 billion. Water heater and water softening solutions manufacturer A.O. Smith recently announced a strong first quarter with sales of $979 million, a 1 percent increase. However, despite a dip in 2023, there is optimism. Those surveyed as part of the 2024 Construction Supply 150 predicted sales would rise 4.4 percent in 2024.

independent retailer of hardware, lumber, and building materials in Custer, S.D., and Mount Carroll Home Center in Carroll, Ill. R.P. Lumber has made four acquisitions so far in 2024 and now has 84 locations.

• Now with 13 locations throughout Louisiana and Mississippi, Stine Home Improvement had a grand opening at the Pineville, La., location in early May.

• Westlake Ace Hardware has agreed to acquire Clarks Ace Hardware which has two Maryland locations: one in Ellicott City and another in Columbia. Founded in 1845, Century Club

R.P. Lumber now has 84 locations.

Zootown Hardware and Garden in Missoula, Mont.

member Clarks Ace Hardware will be rebranded as Westlake Ace.

• Ritter’s Ace Hardware in Whitehall, Wis., had a grand opening in late April.

• Maranatha Ace Hardware in Bakersfield, Calif., hosted a grand opening this past April.

• With a 5,000-square-foot showroom and 10,000-squarefoot garden center, Zootown Hardware and Garden in Missoula, Mont., celebrated a grand opening in April.

• Now with 49 locations in five states, Costello’s Ace bought Warrenville Paint & Hardware in Warren, N.J. The store will continue to operate as Warrenville Paint & Hardware and Bill MacDonald will remain to manage current commercial accounts.

• Ace Retail Holdings agreed to acquire Bishop Ace Hardware, a 13-store hardware store chain in central Illinois. Founded in 1960, Bishop Ace Hardware operates stores in these Illinois communities: Carlinville, Chatham, Dwight, Havana, Hillsboro, Jacksonville, Lincoln, Normal, Pittsfield, Pontiac, Springfield (two stores) and Taylorville.

Ace Hardware Holdings acquires 13-store Bishop Ace Hardware.

• Several Ace Hardware locations recently hosted grand re-openings, including: Ace Hardware of Hilton Head in Hilton Head S.C.; Ag Partners Town & Country

Ace Hardware in Belle Plaine, Minn.; Bill’s Ace Hardware in Arlington, Va.; Fourmens Ace Hardware in Loyal, Wis.; Staples Ace Hardware in Staples, Minn.; and McCoy Ace Hardware in Lexington, S.C.

KUDOS

• Bliffert Lumber & Hardware

Vice President Josh Brown has been honored as a 2024 Notable Leader in Construction, Real Estate

Josh Brown

IN THE NEWS

& Design by BizTimes Milwaukee Business News. This award recognizes design and construction professionals.

• The local Salvation Army presented Ed Harry Jr., owner of Orbisonia True Value Hardware in Orbisonia, Pa., with its Outstanding Citizen Award.

• Shurtape Technologies was recently honored with eight North Carolina Department of Labor Safety Awards. The state’s Secretary of Labor Josh Dobson presented Shurtape with the awards.

Huntington, W.Va., celebrated its 50th anniversary.

PEOPLE ON THE MOVE

• Do it Best appointed Eric Knox as the coop’s director of LBM sales. In this newly created role, Knox will develop and implement new sales strategies, foster key relationships, and identify new market opportunities.

• Forney Industries, one of America’s longest-operating, family-owned welding and metalworking companies, recently recognized Mark Knernschield as the company’s 2024 Forney Top Gun, the top salesperson who demonstrates the company’s core values.

• Zeeland Ace Hardware in Zeeland, Mich., just observed its 15-year anniversary.

• Kenny Queen’s Hardware in

• In addition, Do it Best also hired the following team members: Curtis Dale, integration support specialist; Fran Edmondson, EDI\direct correspondent; Erin Lenardson, forest products purchasing specialist; Ryan Lenehan, associate building materials trader; and Ben Schwartz, forest products trader.

• New Windsor, N.Y.,based lumber and building materials wholesaler LBM Advantage added Rodline Smith as controller.

• Water heating and treatment solutions manufacturer A.O. Smith announced that Xiaoping Qian will be the vice president of finance in the company’s North American Water Heating (NAWH) business. She will lead financial

Mark Knernschield

Eric Knox

Rodline Smith

planning and analysis, pricing, and business analytics teams.

Xiaoping Qian

WHOLESALER, MANUFACTURER NEWS

• Do it Best and United Hardware formalized their merger after United Hardware shareholders overwhelmingly voted in favor of the merger on April 5. United Hardware store locations will retain their independent brand identities. See this story for more.

• True Value rolled out its new, nationwide Hardware Hero ad campaign designed to connect consumers with hyperlocal product solutions at their community stores. Read more and see related videos here. True Value also expanded its partnership with Habitat for Humanity ReStore, which will now highlight donated True Value products through shelf tags, in-store signage, and social media, along with future cobranded promotions.

• Entering the barbecue spice and

sauce market with its own brand, Ace Hardware has launched Loud Mouth BBQ, an assortment of sauces and seasonings. Also as part of the co-op’s 100-year anniversary celebration, it has created Vintage Threads, a new line of apparel including t-shirts and hats with throwback logos.

• Pecan Nation and South Georgia Pecan Company have announced a collaboration aimed to expand production, ensure quality, and increase efficiencies. Pecan Nation has grown pecans for more than five generations, and South Georgia Pecan is the largest pecan sheller in the world.

• 3M recently announced the creation of the Verify app to combat counterfeit personal protective equipment. The app will help determine if products, such as N95 masks, are genuine.

IN MEMORIAM

3M’s new Verify app helps prevent counterfeit products.

• Barbara Jane Hiller, 92, of Marshfield, Wis., who owned Hiller’s True Value Hardware, passed away April 20.

• Lloyd Roy Gutzman, who owned Bay True Value Hardware in Green Bay, Wis., passed away April 5 at age 94. n

True Value reaches out to customers with new Hardware Hero ad campaign.

UPCOMING EVENTS

MAY

Orgill Summer 2024 Online Buying Event

May 20-June 2

JUNE

House-Hasson Hardware Summer Dealer Market

June 13-15, Sevierville Events Center, Sevierville, Tenn.

National Lawn & Garden Show

June 17-19, Hyatt Regency St. Louis, St. Louis, Mo.

spoga + gafa garden trade fair 2024

June 16-18, Messepl. 1, Köln, Germany

AUGUST

Ace Hardware Fall Convention

August 8-10, McCormick Place, Chicago

Florida Hardware Dealer Market

August 2-3, Ocean Center Convention Center, Daytona Beach, Fla. Independent Home Improvement Conference

August 27-29, JW Marriott Marco Island Beach Resort, Marco Island, Fla.

Orgill Fall 2024 Online Buying Event

August 5-18

SEPTEMBER

Blish-Mize Fall Customer Buying Market

September 12-14, Overland Park Convention Center, Overland Park, Kan.

Do it Best Fall 2024 Market

September 6-9, Indiana Convention Center, Indianapolis

Horizon Distribution Fall Expo 2024

September 11-12, Yakima Convention Center, Yakima, Wash.

True Value Fall Reunion

September 9-11, Orange County Convention Center, Orlando, Fla.,

OCTOBER

House-Hasson Hardware Fall Dealer Market

October 10-12, Charlotte Convention Center, Charlotte, N.C.

LBM Advantage Fall Planning Conference

October 28-30, Encore Boston, Boston LMC Expo

October 23-25, Philadelphia Wallace Hardware Fall Dealer Market

October 2-3, Sevierville Convention Center, Sevierville, Tenn.

NOVEMBER

Hardlines Distribution Alliance Executive Planning Conference

November 19-21, Westin La Paloma Resort & Spa, Tucson, Ariz.

Orgill Winter Online Buying Event

November 4-17

CATEGORY REPORT

CONSTRUCTION FASTENERS

FASTENERS MERCHANDISING

Upper Left: Brownsboro Hardware & Paint, Prospect, Ky.

Upper Middle Left: Brinkmann’s Hardware, Sayville, N.Y.

Lower Middle Left: Costello’s Ace, Deer Park, N.Y.

Lower Left: Grizzly Buildings & Supply, Danube, Minn.

Upper Right: Paterson Do it Best, New Haven, Ind.

Middle Right: Farm & Home Hardware, Ashland, Ohio

Lower Right: Bernard’s Ace Hardware, Lowell, Mich.

• The wood screw market is expected to rise 6.1 percent through 2032 with growth from increasing construction, advances in design, investments in infrastructure, and increasing awareness in benefits of wood.

• The construction market commands about 70 percent of the global wood screw market with furniture and craft second, according to a recent report from Global Market Insights.

• The increasing use of engineered wood products such as laminated veneer lumber (LVL) and glued laminated timber (glulam) has increased demand for structural wood screws.

• Recent innovations in wood screw design include advanced in thread patterns, point geometries, and corrosion-resistant coatings.

• Factors driving construction fastener growth include a demand for lightweight fasteners and green initiatives and regulations that lead to an increase in renovations.

• A challenge for the construction fastener market is potential volatility in raw material prices with fluctuations in prices of steel, aluminum, and copper directly affecting manufacturing costs, according to a recent Research and Markets report.

• Compact fasteners that can fit into hard-to-reach areas, such as edges, are an emerging trend within the construction fastener market.

• Metal fasteners dominate the market, but new hybrid material fasteners that combine plastic and metal are becoming popular. Such fasteners can be color-coded during the manufacturing process for quick identification and use.

• Plastic fasteners are emerging in the construction and building industry and offer flexibility, less expense, and lower weight.

DECK SCREWS LEAD CONSTRUCTION FASTENER SALES WITH 50.5 PERCENT, ACCORDING TO EPICOR’S INDUSTRY DATA ANALYTICS TRACKING.

CONSTRUCTION FASTENER MARKET AT A GLANCE 50.5%

Dain’s Lumber in Peekskill, N.Y., has a 2,500-square-foot outdoor display of several different deck styles and colors that customers can view even when the store is closed.

HOW TO DRIVE DECKING, FASTENER SALES

Decks are big business. More than half the sales of construction fasteners are for decks. Providing a comprehensive deck planning service has paid off for Dain’s Lumber in Peekskill, N.Y., which has also found a smart way to drive deck sales while showing off fasteners, decking products, and railings.

Century Club retailer Dain’s Lumber, which has been at the same location since 1848, has hosted a Spring Deck Show for more than two decades. Vendors including deck installers and manufacturers have booths during the two-day event, which also includes food and games.

During the show, which is usually in late April, the lumberyard has more than 80 colors of decking on display, along with several different types of

composite decking and aluminum and cable railings.

Because the event has grown so large, with hundreds attending every year, Dain’s has created a special website devoted to information about the Spring Deck Show.

Beyond the special event, Dain’s Lumber has become a destination for decking with several other initiatives. For example, the store offers a 2,500-square-foot outdoor display of several different styles and colors of decks that customers are welcome to view even when the store is closed. The display has dozens of PVC and wood types in several different colors. Several railing and fence styles are also installed in the display.

Dain’s website also shares extensive information about deck fasteners, with photos that highlight different brands of deck fasteners and explanations about optimal uses. n

Cooper, Morris Hardware, McConnelsville, Ohio

Tesla, Ekrem Hardware Do it Center, Burlington, Wash.

You might say we’ve gone to the dogs—and cats.

Stores can take their brands a lot FURther with these fluffy, four-legged mascots. This issue, we sneak a few scritches to some adorable hardware store pets. Share your store’s mascot, email doug@thehardwareconnection.com.

Milo, Herzog’s True Value Home Center, Kingston, N.Y.

Cheeto, Quincy Hardware & Lumber, Quincy, Wash.

Snow, Powell Ace Home Center, Covington, Ind.

Simon, Cornerstone Ace, Owasso, Okla.

Tucson, McKay’s True Value, Chandler, Ariz.

Tucker, Norick’s True Value, Oklahoma City, Okla.

STORES CRAFT CUSTOMER TRAFFIC WITH BRUSH STROKES, STITCHES

For more than a decade, Coast Hardware in Willits, Calif., has supported Humane Society for Inland Mendocino County (HSIMC). The store often hosts pet adoption days where the Humane Society would showcase adoptable cats and dogs at the hardware store. Hundreds of animals have been adopted through these in-store events.

“The program has been beneficial to all parties,” Taffy Montgomery, HSIMC volunteer cat adoption coordinator, told a local newspaper. “More cats and

Coast Hardware in Willits, Calif., supported the Humane Society for Inland Mendocino County with the Paint with Purpose event.

kittens find homes and an amazing number of people are drawn into the store to see and frequently adopt the cats or kittens on display. While they are there, they shop.”

Coast Hardware also supported the non-profit animal rescue organization by hosting fundraisers, such as Paint with a Purpose. The store sold tickets to the event, where those who signed up could receive a canvas, paint, and instructions on how to create a painting. Along with sharing art, the painters also had wine and hors d’oeuvres during

the two-hour event. Beforehand, Coast Hardware sold the $40 tickets at its checkout counter, and money from ticket sales support the Humane Society.

FABRIC SEAMLESSLY THREADS CUSTOMERS INTO STORE

At Doyle’s Farm and Home in New Richmond, Wis., its expansive sewing and fabric department makes the store a destination for craftspeople.

The store stocks a variety of fabric by the yard, quilt backing, and sewing machines. Along with carrying several fabric lines, the store is also an authorized Janome sewing machine dealer with several available for purchase. Store owner Tammy Doyle is a certified Janome technician and can repair sewing machines, too.

Along with fabric sales, craft customers shop the store for its variety of sewing patterns, including those for quilts, table runners, purses, and bags. Other crafters look to Doyle’s Farm and Home to supply knitting supplies, needles, yarn, and cross-stitch kits.

To keep sewing customers coming back, the store offers monthly deals and a fabric club that gives $10 off for every 50 yards of regularly priced fabric purchased. n

Upper Left: Along with sharing art, the painters also had wine and hors d’oeuvres during the two-hour event.

Upper Right: In addition to the Paint with Purpose fundraiser, Coast Hardware hosts frequent in-store pet adoption days.

Lower Right: Fabric sales draw crafting customers at Doyle’s Farm and Home in New Richmond, Wis.

BEHIND THE NUMBERS

59.6%

Of respondents to a survey for 2024 Construction Supply 150 by Webb Analytics, about three of every five said they expect to attempt an acquisition this year. Slightly more than one-third planned to add a greenfield location, and just under one-third planned on offering a new service.

2.3

Based on responses to a survey for 2024 Construction Supply 150, home centers average 2.3 trucks per location. The report also showed home centers had an average of 2.8 forklifts per location.

39%

Among dealers surveyed for the for 2024 Construction Supply

150, 39 percent said they charge a service fee to customers for using credit cards.

50-65

Employees aged 50-65 represent the largest percentage (31.2 percent) of CS150 respondents when asked about workforce age breakdown. Employees 31-50 were 30.4 percent of respondents; older than 65 accounted for 14.2 percent and younger than 30 amounted to 24.1 percent of employees.

17.7%

The average turnover rate for LBM employees among respondents to the CS150 was 17.7 percent. The average turnover rate for all U.S. businesses between 2022 and 2023 was 17.3 percent, down from 24.7 percent a year earlier.

11.8%

The average increase in payroll costs in 2023 among CS150 respondents was 11.8 percent. The average increase for dealers that didn’t expand was 11.1 percent and 14 percent for those that did expand in 2023. n

Hardware Connection May/June 2024

TRIAL BY FIRE ONE STORE’S RESILIENT RETURN

Efficient Service, Dedicated Operators

COMMITTED TO THE LAST MILE

Our Fleet, Our Drivers

ADVERTISERS’ INDEX

Putting the ‘Connection’ in Hardware Connection

LET’S GET GROWING

WTREND WATCH

Transform Transactions into Genuine Shopping Experiences

TREND WATCH

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BECOME A DEALER

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MIDWEST

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HOW’S BUSINESS?

NORTHEAST

SOUTH

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SOUTHWEST

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JOBSITE TOUGH, STYLISH IN THE STREET

FROM RUGGED TO ALL THE RAGE

COLLABORATING & CELEBRITY

LAUNCHED/LANDED

RETAILER2RETAILER

TRIAL BY FIRE: ONE STORE’S RESILIENT RETURN

GETTING OPERATIONAL IN THE INTERIM

FINDING OUR FOOTING, ONE STEP AT A TIME

LOTS OF HELP ALONG THE WAY

PRACTICAL MATTERS OF REBUILDING

GRAND REOPENING THIS APRIL

CONVERSATIONS WITH WOMEN RETAILERS

COMMUNITY SYNERGY, NATIONAL PERSPECTIVE

AMY KAPLANIS, OWNER OF COUNTRY

ACE HARDWARE IN GRANBY, COLO., AND MEMBER OF ACE’S BOARD OF DIRECTORS, THRIVES ON SEEING THE IMPACT HER STORE HAS ON HER COMMUNITY.

SHE BUILDS

CONVERSATIONS WITH

RETAILERS

PERSONAL TOUCH IN A TECH-DRIVEN WORLD

GLEN GEVAART, MIDWEST

FASTENER’S VICE PRESIDENT OF SALES, SHARES HOW THE COMPANY FOSTERS LONGLASTING RELATIONSHIPS WITH CUSTOMERS THROUGH CUSTOMIZATION AND UNIQUE SOLUTIONS WHILE ALSO UTILIZING HIGH-TECH SALES ANALYSIS TOOLS.

Q&A: THOUGHT LEADERSHIP

GRILLING TRADITION SIZZLES INTO COMMUNITY STAPLE DEALER

GRILLING FOR GOOD CAUSES

BIGGEST COMMUNITY EVENT

DEALER PROFILE

TIE-IN TO STORE’S STRONG ASSORTMENT

6 BBQ CONTEST TIPS FOR HARDWARE RETAILERS

BUSINESS INSIGHTS

DON’T GET HOOKED

HOW SCAMMERS REACH OUT

RED FLAGS TO DETECT POTENTIAL SCAMS

BUSINESS INSIGHTS

NEW, RECENT SCAMS REPORTED TO FTC

4 SMART TIPS FOR HARDWARE STORES TO AVOID SCAMS

PRODUCT SPOTLIGHT

STIHL KMA 80 R

MIDWEST BUILDRIGHT DECK SCREWS

PRODUCT SPOTLIGHT

SHÜBUG ACTIVE INSECT REPELLENT

PRODUCT SPOTLIGHT

PARTON SKILLET

ULTRA-BRIGHT BALL TOP LIGHT WITH SOLAR PANEL OPTION

2024 BEACON AWARDS

IN THE NEWS

INDUSTRY REPORTS REFLECT MARKET’S WILD RIDE