Located near 500 miles of lakeshore in the scenic Blue Ridge Mountains, Capps Home Building Center has long served the area’s professional contractors. A Do it Best Corp. market analysis identified an untapped opportunity to grow the retail side of the business. Using the RetailSTART!® program, Capps expanded from 8,800 to 18,000 square feet of retail space, adding a beautiful home décor showroom and a well-stocked lawn and garden department. The expansion better serves contractors and has attracted more DIY customers, leading to a 25 percent jump in retail sales. Capps is a great example of how Do it Best Corp. serves our independent member-owners with a wide range of menu-based programs and services to help them reach their fullest potential for continued success. Tell us how YOU define success. Call us today at 888-DO
By Chris Jensen
Keeping Uncle Sam Out of Your Business
With the most contentious national election in history coming up next week, it seems appropriate to rant about the impact of government on small businesses.
Many independent retailers would agree that the most terrifying words in the English language are “I’m from the government and I’m here to help.” They worry about the IRS at tax time, keep their fingers crossed that no accidents occur to trigger an OSHA inspection and lament the latest silly regulation to add to their paperwork burden. And don’t even get them started on Obamacare and how and where they are going to find truly affordable health insurance for themselves and their employees, or the new overtime rule that takes effect December 1.
According to the National Federation of Independent Business, 52 percent of small business owners view health insurance costs as the most severe issue they face, while 29 percent view federal taxes on business income as a critical problem.
A lot of ire is directed at Washington, but state and local governments are not immune from the disdain. Whether it concerns banning the sale of spray paint or doing away with plastic bags, the consensus is that state and local politicians often propose new laws and
regulations without investigating the impact these new regulations will have on family businesses. They seem to overlook that small businesses employ over half of the private-sector employees and have created about two-thirds of new jobs over the past 15 years.
An Ace retailer who owns four stores in America’s most heavily regulated state—California—seems to sum up many retailers’ attitudes about the government when he says, “I hate the government so much I cannot bear to open another store.”
If you want to reduce your chance of being audited by the IRS, here are some red flags to avoid: big change in reported income, not paying payroll taxes, overpaying family members, improper writeoffs, and lack of consistency between state and federal returns.
As the saying goes, an ounce of prevention is worth a pound of cure, which is especially true when it comes to government intrusion on small businesses.
A lot of consumers and businesses are in a holding pattern with their spending until after the election is over, so there is optimism that pent-up demand will be unleashed in January. If nothing else, we can all look forward to Election Day, which is when the circus leaves town. n
Tthe way i see it
By Tom Chasteen
Constructive Feedback Helps Us Improve Operations
o be really successful, an independent hardware retailer has to be committed. Sports teams, business people, motivational speakers and politicians all talk about being committed. However, for me being committed means the willingness to do your very best, learn from your mistakes and make adjustments to be even better. You cannot be committed some of the time. What sets us apart from our competitors is the fact that we are committed all of the time.
All the hardware retailers I know strive to make their stores better. We attend hardware shows to learn about new products, we speak with other hardware retailers to learn how we might do things more efficiently and profitably and we listen to our customers. When I go on vacation I cannot resist the urge to visit one or two hardware stores just to see what they are doing and how they are doing it—sound familiar?
However, the one thing I have always struggled with is criticism. When faced with criticism I tend to take it personally, even though it may
not be meant that way. I may not say it out loud, but I’m thinking: “What do they know? They probably have never owned a store much less a hardware store.” Another common thought is: “They have no idea why we couldn’t do that.” I usually justify these snap judgments by thinking to myself “They aren’t even a good customer of ours.”
I will be the first one to say you cannot please everyone and you are truly better off without some customers. However, I remember reading an article about NFL coaching legend Don Shula and learning how he responded to one of his star players who was not fully embracing the way Shula wanted him to play his position. Shula got right up in the player’s face and said, “Look, if I could play the way I’m wanting you to play, I would be an All-Pro. But I can’t, so that’s why I’m coaching you to be an All- Pro.”
With that in mind, I try not to become so defensive when someone criticizes what I’m doing. Instead I try to fi nd the little nuggets of merit to what they are saying that
the way i see it
I can use to be a better retailer or better person.
Whenever someone sends me an email or a written note, I always take the time to respond and thank them for taking the time to give me their thoughts on how I could do better. Usually if someone is going to take the time to send an email or written note, their first objective is to get what they want or to vent their frustration. However, more times than not the real nugget is that they care enough to take the time to write. The trick for me is to figure out how I can use their feedback to be a better retailer.
If it is a verbal complaint or criticism, then it’s much more difficult for me because I don’t have the time to think about how to respond. I try to determine as quickly as possible what they really want. Are they upset because they want something they aren’t entitled to like trying to return something they purchased at a yard sale or returning a screwdriver they used as a pry bar or cold chisel? Those types of conversations are usually polite but short.
However, if I determine that the customer is not really wanting something they are not entitled to, such as complaining about our service, or a product that didn’t perform the way they thought it should, then I sincerely listen and pick up on how
we may have done a better job for that customer. As the conversation is winding down I will typically ask them “How can we make this right for you?” The amazing thing is half the time the customer doesn’t want anything, they just wanted the opportunity to tell the owner why they weren’t happy and they wanted the owner to listen. Through it all I keep looking for those little nuggets of information that will help us be a better hardware store.
Recently I had a reader of The Hardware Connection email me before 7 a.m. with some constructive criticism. His comments were valid and I thanked him for helping me to be a better publisher and helping us be a better magazine. I closed my email response by saying, “We may not get it right 100% of the time, but I promise you we try to get it right 100% of the time.”
I bet that reader didn’t think I would respond, but feedback is essential to any publication and we want to encourage that type of reader engagement, not discourage it. As long as we don’t stop listening to our readers, we will continue our commitment to be the best hardware magazine we can be.
From one retailer to another, contact me at tom@thehardwarestore.com. If you take the time to send me a note I promise you I will respond.
Get Growing
“Early on, Epicor Eagle enabled our business to be more efficient with powerful point of sale and integrated inventory management. The advantage now, with the Eagle Retail Essentials program, is about how we can better serve our customers. It’s a competitive advantage. Southeast Missouri Builder’s Supply gets you in and out of the store more quickly, and helps with backend accounting. Who doesn’t want that?”
John Beaudean,
Sales and IT Manager | Southeast Missouri Builder’s Supply
HARDWARE HUMOR
Get all the benefits of finish quality, control, and affordability in a brand new option with firm filaments! Wooster Gold Edge paintbrushes are made with an exclusive formula of white and gold CT™ polyester. They are smooth and fine to virtually eliminate brushmarks, yet they have added stiffness to efficiently push paint on the surface and provide control for sharp, single-pass cuts. With 22 brushes included in the launch, you can have your favorite size and style right from the beginning.
IKarla Robson
HARDWARE STORIES Amazing but TRUE
heard a customer say to my plumbing guy, “I need Alligator clips.” They went to electrical and the customer looked puzzled. Upon further discussion, turns out the customer wanted—can you guess?—SharkBite fittings.
Slavens True Value Cortez, Colo.
JWust had a lady ask if we have dog collars. I took her back to them, and of course, the question is: “Which one do you think will fit my dog?” How in the world am I supposed to answer that by never seeing her dog? This particular customer didn’t even bother to give me a description. Dusty Lee Stormer’s True Value Knoxville, Tenn.
Ie had someone want a female end for a wire. We asked what size is the wire? Answer: 12 inches on this side and 12 inches on that side and it’s blue.
Maurice White White Do it Best Hardware
McCormick, S.C.
hired Doug as a big strong high school sophomore who stayed on with me through college.
During his first few days he was instructed to stay near the front of the store to load mulch and bagged goods and to let the experienced people handle customers. That Saturday morning things got busy and Doug took initiative and answered a page for a customer service phone call.
The lady on the phone asked, “Do you stock cow manure?” As Doug had loaded several bags that morning he replied cheerfully, “Yes we do.” Her next question was “Do you have Black Kow?” (Black Kow is a popular brand and yes we carry it). Doug replied, “Ma’am, I am very sorry, but I really don’t know what color the cow was.”
Dick Beal Retired
retailer
Merritt Island, Fla.
How’s
Business?
John Brown
MIDWEST
Sales and customer counts in 2016?
Sales are positive and customer counts are up, too. Both are up by about 5 percent. We’ve had the increase through better in-stocks and better promotions. Our grilling category promotions have led to bigger unit sales. Best niche categories?
Water softener salts and Weber grills. We live in a community that uses well water, so there are lots of minerals in the water that need softening. We opened the store four years ago and the water softener salts category continued to grow and grow. We’re able to stay in stock and offer competitive prices on water softener salts, so we’ve become known for that product. What business issues are you most concerned about for the 2016 elections?
Our largest business issue is county taxes that are out of control and
continue to dramatically rise every single year. In addition to the county taxes, the new threshold for exempt employees has been raised this year, causing our payroll to dramatically increase. We’re looking at a 10 to 15 percent payroll increase because of the new threshold. The challenge for me is whether to pay exempt salary or keep them at a lower salary and pay overtime for additional hours. Some employees will go to non-exempt status so I won’t have to pay time-and-ahalf for hours over 40 hours. What new items are strong sellers?
Self-contained mold kits that give immediate test results have been a good item and were new last spring. While not exactly a product, we have added a service element to our grill category: We build and deliver grills for free. We are the go-to place for grills, and customers in the area don’t have to pay for assembly or delivery. Other products that are selling well are automatic thermostats and camera controls. We’re also bringing in the YETI® cooler line and accessories. We’re hoping that does well.
John Brown
Ace Hardware Barrington
Barrington, Ill.
WD-40 ® Specialist ® Silicone Lubricant.
· From the strongest brand in the lubricant category*
· Formulated to perform better than the leading silicone sprays
· The only silicone with the Sprays 2 Ways Smart Straw
How’s Business?
NORTHEAST
Sales and customer counts in 2016?
Customer counts and sales are strong. We’re down in some categories, which were impacted by the warm weather this spring. It hurt in lawn and garden, but that was offset by our paint and decorating department. Overall, as of last month, we’re up about 3 percent.
Best niche categories?
Weber grills and the Big Green Egg. Outdoor living has seen significant growth over the past 10 years, and in the past three or four months it’s ramped up even more. We’ve added higher-end brands, such as YETI®. We also consider Benjamin Moore a niche. Without it, we wouldn’t have our paint business, which is about 35 percent of the store’s income. The premium brands like Benjamin Moore put us on the same playing field as the big boxes.
What business issues are you most concerned about for the 2016 elections?
We’re concerned with minimum wage increases and what type of changes will happen with Obamacare. For businesses in Massachusetts, we now have mandatory sick time
Curry Ace Hardware
accrued for hours worked. Regulations play a big part in our concerns, too. Unfortunately, our type of business just can’t raise prices and stay competitive to make up for losses from regulations.
What new items are strong sellers?
For this year, YETI® has been the biggest new item. That strong branding has been significant. Social media has branded it very well. Now, yearround, we are the go-to store for stainless steel cups and coolers. We also switched to Jonathan Green, a local brand fertilizer. With Craftsman up for sale, we’re scared to death about what will happen. Who’s going to own it?
We’d hate to lose that brand. We’ve spent a lot of time working to promote that brand.
Sean Curry Curry Ace Hardware Quincy, Mass.
SOUTH
Sales and customer counts in 2016?
Very good. We opened on June 7, and we’re exceeding expectations set by Ace. Our weekly customer count total is about 600.
Left: Southern Pines Ace Hardware.
Right: The clothing department at Southern Pines Ace Hardware.
How’s Business?
Best niche categories?
We set ourselves apart from the rest of hardware stores with a clothing and gift area, with about 6,000 to 8,000 square feet of our 20,000-square-foot store. We’ve also done very well with grills. We have different grill types, such as Weber, Broil King and the Big Green Egg.
What new items are strong sellers?
Stihl chain saws have done quite well, as have our grills and clothing. Were you impacted by the recent hurricane?
We got hit by Hurricane Matthew and only had four generators in the
store. The owner made a trip to the Ace distribution center to pick up 85 generators. He really wanted to help our community. No other local store had generators available. We sold all the generators before he came back from the distribution center.
Gray Cockman
Southern Pines Ace Hardware
Whispering Pines, N.C.
SOUTHWEST
Sales and customer counts in 2016?
We started off good and dropped the past four months, so we’re about even
on the year. I have a 40,000-square-foot competitor down the street that’s not helping.
Best niche categories?
I don’t have a niche, other than offering service. We have a better location than the competition, but I’d be shooting myself in the foot to compete directly with the other store.
What business issues are you most concerned about for the 2016 elections?
With Obamacare I don’t know if I’m small enough so that any change in minimum number of employees will affect me. I don’t even have health insurance. If they mandate that health insurance, that’d be it. Most recently, I had to deal with an employee who had to pay back child support. I had to
Click Here to View Our Profile
Steve Haupt
Fall display at Rains True Value.
garnish wages, and that’s a burden on an employer. The state attorney general website isn’t user-friendly, so it was difficult to set payment and reporting.
What new items are strong sellers?
We tried the ORCA brand of coolers and that’s done fairly well.
Steve Haupt
Rains True Value Hardware & Building Supply
Emory, Texas
WEST
Sales and customer counts in 2016?
Both are pretty good. Our customer count is up by about 1,000 and sales are up by about 7 percent. We have four stores and one store went through a remodel in 2013, expanding the appliance and hunting departments. Plus, a lot of more new homes are being built this year, so that has helped.
Best niche categories?
Our sporting goods, including camping and fishing supplies. We have outdoor clothing, hunting, ammo, firearms and appliances, and they have done really well.
What new items are strong sellers?
The new lines of Gorilla Glue have sold really well. We’re constantly reordering. Also, small impulse items such as flashlights and scissors near the front counter sell well.
Jesse Loucks, manager
Solano’s Do it Best Alpine Hardware
Weed and Mount Shasta, Calif.
Upper: Solano’s Do it Best in Mount Shasta, Calif.
Lower: The expanded hunting department at Solano’s Do it Best.
PRODUCT #3: DUAL-ACTION POLISHER SHURHOLD
Would I rely solely upon Windfinder? Absolutely not. Would I say one storm forecast was a definitive test? No. However, I found Windfinder to be accurate and helpful in conjunction with NOAA’s Hurricane Center and the automated weather information coming from the lighthouses that had weather reporting capabilities in trying to anticipate how severe our weather conditions would get.
As a result we did not purchase an exorbitant amount of hurricane
merchandise, nor did we bother to put up our hurricane shutters. We also felt comfortable keeping our store open as the hurricane passed by us offshore. In this instance it was a triple win: we don’t have money tied up in surplus hurricane merchandise, we avoided the cost of shuttering our store and we didn’t need to close the store. If your store is located in a coastal area, then it would be worth checking out the Windfinder app. I currently have the app on both my cell
phone and my tablet, but I find the tablet the easiest to use because the screen size is so much bigger.
For more information on Windfinder go to: https://www.windfinder. com/.
To see a video click this link.
bottom line
on solid ground, but it can be the kiss of death for stores in trouble.
How do you know if your ICO is a sales supporting department or a sales prevention department? Answer the following questions and you will easily see what your ICO actually does for you. Can you look at your store operation and answer yes to the following questions?
1. Does your ICO really believe that they are a sales supporting staff?
2. Does your ICO work to maintain the exact required quantity of every item in the inventory?
3. Does your ICO quickly adjust pricing and quickly update descriptions, UPC codes, on-hand quantities and other data to keep your inventory file accurate?
4. Does your ICO order everything in your store offensively? Defensive ordering is ordering only after an item is out of stock, as though everything had an order point of zero. Offensive ordering is based on future needs and creates orders for replacement product just before it actually sells out. Late or defensive ordering creates a huge loss in sales because of the large quantity of out of stocks.
5. Is your ICO able and willing to act quickly to replenish sold goods?
Can you also look at your store and answer no to the following questions?
6. Is the primary focus of your ICO just to stop rather than to regulate the rest of the company from doing any ordering?
7. Does your ICO set min/max quantities mathematically rather than practically? If this happens you get thousands of items in your system that have improperly calculated order points. Why? There are thousands of items in your inventory that almost always are sold only in pairs such as wiper blades, 3-way switches, shelf brackets, shelf supports and clothes line pulleys. There are other items that must be sold in sets of four like
table legs and casters. If items like these are forced to exist with order points calculated for turnover rather than actual need, there will never be enough on hand to sell. If you cannot afford to stock four table legs, then don’t stock any table legs. Stocking one table leg is a total loss of income for the company and an insult to your employees, yet one ICO I knew blindly insisted on stocking one leg at a time.
8. Does your ICO ever make large purchases of product for various departments or branches without any discussion with them on need, quantity or space required to store the product until it is sold?
bottom line
9. Does your ICO load seasonality on items that actually sell on and off throughout the year and basically shut off all potential to sell the item outside of their “incorrectly” chosen season?
10. Does your ICO drop or discontinue items without any discussion from the department or branch?
11. Does your ICO ever load a code without a UPC code and wait until it blows up at the point of sale, irritating staff and customers? There is no excuse for not loading a UPC code at time of item creation. Anything else is shoddy work and guaranteed to slow down processing of customers.
12. Does your ICO eliminate dead items or do they leave them in the system to slow down searches and make reports larger than they need to be?
13. Does your ICO ever load codes in the wrong group and section so the sales staff cannot find the codes?
14. Does your ICO move items into a discontinued group and section where they become completely lost and don’t print with the rest of the similar items when reports, price tags or bin tags are done? If you make it easy for the ICO but hard for the sales staff, then your whole store will suffer.
Make Better Staffing Decisions, Cut Costs, and Help Employees Shine with Intelligent Workforce Management
X Reduce labor costs while ensuring proper coverage X Forecast staffing needs accurately using POS data
X Improve staff accountability for assigned tasks X Manage schedules from any mobile device
“A significant feature that led us to choose Epicor Scheduling+™ software is the fact that it’s a cloud-based application. Our employees have instant access to their schedules on any mobile device or in the online portal. It keeps our employees and entire business accountable.”
Johil Parbtani, General Manager | Miami Home Centers
If you review your ICO and find that it does not quite fit the requirements, decide to give your staff the vision to understand that the ICO is there to regulate all inventory, not just new purchases. You will then help it to become a sales supporting office, not a sales prevention department.
Give them the mission to work to keep the correct quantity on hand at all times, and this includes items that are selling as well as items that are not currently selling. Have them investigate all current inventory and produce on a consistent, monthly basis old merchandise report showing all items on hand that have been there for more than two seasons or 18 months. Have them locate any surplus inventory and work to liquidate it through transfers, returns or advertising promotions.
Have them set a goal to review every requested purchase order in 30 minutes
Keeping sufficient stock of inventory is a critical component of retail success.
or less and generate offensive or future scheduled replenishment orders on every drop-ship vendor you use. The best operating stores create orders for everything before they run out of stock and react to out of stocks quickly.
Make sure they understand that the ICO is there to help the sales staff, not the other way around and to do everything they can to make it easier for a store employee to take care of a customer and make a profit for the company.
Demand system accuracy and make sure that they never load an item in the system without a UPC code, never drop an item in a department or branch without discussing it with the department or branch manager and notifying them that they should remove the bin tag so it will not become a permanently empty spot on the wall.
In the same way, never modify or merge a code without contacting every
bottom line department or branch and supplying a new bin tag along with an explanation on what is happening.
They must make sure that every vendor reinstatement, vendor code change, UPC code change, description change or other important change in system data is entered and quickly and clearly communicated to the department and branch staff. They must enter correct system information immediately on notification of the error, not days, weeks or months later when they get around to it.
They must work to locate rather than hide problems. For example, they must never increase a max number by the order multiple. Just because you have to order 12 at a time does not mean that you should have 12 on hand. If the system says you should have a min of three and a max of six, leave the data correct even if you must order 12.
Never allow use of generic or class codes to liquidate old product. True inventory control demands use of the proper received item SKU and it should not be sold under any other code that hides the actual sale/cost/inventory truth.
As you work to make your ICO the best it can be remember that it is much worse on your sales and profits to have too little inventory rather than a little too much. Having a little extra stock on hand in any high-velocity item may create few if any additional sales, but it will eventually sell.
Having an inventory level of less than the minimum required sale amount will have an immediate and much larger negative effect on sales and profits. You not only lose your full gross profit on the item, but you risk losing a customer who sees you are out of stock and goes elsewhere for that purchase.
Which approach cost you more? As you can clearly see, it is better to err on the side of being slightly over inventory than slightly or greatly under inventory. However, the trick is to have a little excess inventory, not a lot. Avoiding lost sales by purchasing excessive inventory is clearly not the way to go. Avoiding lost sales by frequent and careful attention is the only way to maximize profits.
The point here is that for every item in your inventory, there is a right amount to have on hand that takes into consideration all the details of the item in question. Don’t let your ICO blindly set any order points. You still need the experienced human element so get them involved.
Take a fresh look at your ICO and see if it is really doing what you need. n
John Franklin has over 40 years of experience in hardware retailing, most recently as merchandise manager at Williams Lumber & Home Centers in upstate New York. He is available for retail consulting or you can contact him with questions at john@thehardwareconnection.com.
The Wooster Brush Company: Innovation and Quality for 165 Years
With a solid tradition of innovation and leadership in the industry, it’s no wonder The Wooster Brush Company has had a successful 165 years in business.
Established in 1851, Wooster Brush founder Adam Foss made brushes by hand and sold them door-to-door in Wooster, Ohio, where the company’s headquarters are still located today. Now in 2016, Wooster Brush encompasses over 888,000 square feet of manufacturing, shipping, administrative and warehousing facilities.
The Wooster headquarters is the hub for innovation in paint applicators and related tools. Each year, Wooster designs a remarkable number of new products for professionals and DIY painters. A few recent examples include the Lock Jaw™ tool holder, Jumbo-Koter® Pipe Painter and the Sherlock® Bucket-Tray™ paint container, which all simplified project challenges with their unique designs.
Changes in the coatings market have also led to improvement and originality in Wooster paint applicators. Super/ Fab® FTP™ and Pro/Doo-Z® FTP™ rollers (made with Wooster exclusive HydroFlow™ technology), along with the full line of Chinex® FTP™ paintbrushes, were introduced to produce the best results for today’s paints. The FTP brand is just one category that demonstrates Wooster’s drive to lead the industry, as well as their commitment to ingenuity.
Wooster has 550 dedicated employees who produce over 2,000 products sold around the world. The company believes “made in the USA” means the highest quality standards, as well as hands-on customer service.
Upper: To learn more about The Wooster Brush Company, watch their 165th anniversary video here.
Lower: See a fun video about “Fossset cement” and the strength of Wooster brushes here.
Jeff Bunge oversees Cedar Lake True Value in Cedar Lake, Ind., one of three stores the Bunge family operates.
The Nuts & Bolts of Branching Out
Crown Point True Value / Cedar Lake True Value
Crown Point & Cedar Lake, Ind.
Owners: Jeff, Al and Jake Bunge
Watch Jeff Bunge of Cedar Lake True Value Discuss the Importance of Being Involved in the Community.
AlBunge Sr. got the family hardware business started in northern Indiana in 1946. Although Al Sr. passed away 13 years ago, his sons Jeff and Al are carrying on the tradition. Jeff oversees Cedar Lake True Value while his brother Al oversees Lake Shore True Value, both in Cedar Lake, Ind. The business marked its 70th anniversary this year by opening
Wholesaler: Been with True Value since 1956.
Retail square footage: 10,400 for Crown Point, slightly larger than Cedar Lake store.
# Employees: 23 for the three stores.
a third store in Crown Point, Ind., which is run by the third generation of the family, Al’s son Jake. Cedar Lake True Value was named one of True Value’s “Best Hardware Stores in Town” in 2013. We interviewed Jeff Bunge about the details of opening a third store.
What role did True Value play in helping you open your new store? They played a big role. They have a great support network. True Value has an aggressive growth program for members who are looking to branch out and we ran with it. There were some nice financial incentives to take advantage of and the Destination True Value format is tremendous.
How long was this deal in the works? This was not our first attempt at opening in Crown Point. We looked into it four years ago when Walgreens first moved out of that location. The business development folks in Crown Point contacted us, because they saw Cedar Lake has two hardware stores, while Crown Point had no hardware stores with 40 percent more people. We couldn’t justify the high rent at that time, but we
Top: Jeff Bunge says consumers still need someone local to explain how to do projects.
Middle: Crown Point True Value held a three-day grand opening in September.
Bottom: Jake Bunge (Center) oversees the dayto-day operations of the new store under the guidance of his father Al (left) and Uncle Jeff Bunge (Right).
Left: Grills and smokers are merchandised in the power aisle.
Right: The new store has an impressive selection of fasteners.
revisited the issue this year. We started talking to True Value and to our bank in early March, then spent five weeks doing extensive remodeling. The first truck with merchandise came the weekend before Memorial Day and we had a soft opening on August 20, so it was about four to five months altogether.
What did the demographics show? The traffic patterns are pretty good. It’s across from a hospital complex and Main
Street is a block away. The fairgrounds bring in 400,000 people and that’s a block away. There is a grocery store next door, which we’ve learned with our Cedar Lake store is good for traffic. The five-mile radius showed 14,000 households.
How does the new store differ from your other two stores?
There wasn’t an auto parts store nearby, so we brought in a deeper assortment of automotive. With the
Crown Point True Value does not concede power tool sales to the big boxes.
proximity to the grocery store we decided to bring in more pet food and supplies. I wanted to test stocking 16 feet of indoor gardening and hydroponics, because that’s something I’m interested in.
What has the response been so far? The response from the community has been excellent and heartwarmingly positive. It’s been about 30 years since there’s been a hardware store
DEALER PROFILE
in the heart of Crown Point and people appreciate we opened one.
What were your biggest concerns in adding a third store? Getting experienced people to work there. My nephew Jake has been working in the business since he was in high school and this is a good opportunity for him to take charge. My daughter works up there and several employees from my store have gone up there to help. We were able to hire some nice mature employees, so it’s off to a good start.
How was the grand opening?
We held the grand opening September 23-25 and were very pleased with the results. We had 3,400 transactions over the three days, which I think is pretty good. We did an email blast to generate interest and had a paint sale through True Value.
How do you handle the decision making with the threes stores?
All our stores are pretty autonomous. I oversee one store (Cedar Lake True
DEALER PROFILE
Upper: Lawn and garden is the second-bestselling category across the three stores.
Lower: Crown Point True Value held a soft opening in August.
Value), while my brother manages the other (Lake Shore True Value). Jake does have autonomy and an ownership stake in the Crown Point store. We put our heads together on advertising and get together when it’s Reunion time to decide where it makes sense to buy in bulk. We all oversee day-to-day operations for our stores and we might discuss an issue that crops up a couple of times each week.
Do you operate each store as a separate corporation? We do operate three different entities. It’s not for liability reasons but because of the different ownership stakes.
What aspects of opening the third store didn’t go as smoothly as you would have liked and what advice for other retailers? Jake was under the impression there were lots of things that could’ve gone wrong, but it was minimal. True Value’s team did a good job. The most important thing is to make sure you have the staffing to do it, otherwise there are no downsides in my opinion. ■
A store Filled
Sniches
Jono Ace Hardware Jonestown, Pa. Owner: Jonathan Lehman With
ince, 1980 Jono Hardware has been a locally owned and operated hardware store in Jonestown, Pa. Carey May and his wife and family established the store in 1979 and dedicated themselves to providing the best service and value to their customer.
In 2006 Jonathan Lehman purchased the business from the founding owners and has continued the tradition of service excellence with Jono Ace Hardware. The 11,300-square-foot store offers so much more than just hardware, as it is filled with traffic-building niches. It features an attached greenhouse, giftware, hearth and home, and hardware showrooms that stand out with their attention to merchandising detail.
Right: The Stihl power equipment department has seen steady growth.
uniQue store DesiGn
The store’s design is not cookie-cutter but rather complements the display of the niche categories. The original building has been renovated, remodeled and
Jono Ace Hardware has been owned by Jonathan Lehman since 2006.
Left: A custom timber structure was built to showcase the wild bird area.
DeAler ProFile
expanded three times, most recently in 2014. At that time a 4,000-square-foot addition was added to expand several core categories including paint, electrical and plumbing.
In the rear of the store they converted a greenhouse structure into permanent retail selling space and added a new greenhouse to expand the operation.
In addition to the Ace Hardware floor plan, Lehman and his staff have added their personal touch with a timber structure in the wild bird area including many antiques displayed throughout the store.
With the expansion of retail space in 2014, Jono Ace had an impressive 16 percent sales increase over 2013. The sales continued to grow in 2015 with a 9 percent increase over 2014 and that positive trend has continued in 2016.
Lower Left: The store has become a destination for grills and barbecue accessories.
Upper Left: The old greenhouse was converted to selling space, so a new greenhouse was added in 2014 to allow further expansion into green goods.
Upper Right: The hearth showroom features Alaska coal stoves “Made in the USA.”
Lower Right: Carrying a large assortment of gift items keeps customers shopping local and raises transaction size.
GrowinG niches
In addition to offering a core Ace Hardware store, Jono Ace is set up as a one-stop shop with a series of strong niche categories. The store has a Stihl room to focus sales and service on that outdoor power equipment line, while a large selection of grills and barbecue accessories is centrally located.
Jono Ace has expanded into a complete hearth department offering Alaska coal stoves along with traditional wood and gas stoves. Coal is available in bag or bulk and can be delivered. The coal business has evolved into a wholesale division selling bag coal to other local retailers.
The store sells live goods for the gardener. In the spring you can shop a large selection of perennials, annuals
Upper: Gazebos, sheds and Amish-built lawn furniture are on display outside.
Lower: The gift department helps attract female shoppers.
and vegetable plants along with hanging baskets in the greenhouse.
Lehman has expanded the outdoor selling area to include landscape products such as bulk and bagged mulch, sand and stone. Also found outside are Amish-made lawn furniture, storage sheds, gazebos, swing sets with slides and elevated tree houses.
Another nice addition is the gift department, which appeals to female customers with an assortment of local handcrafted furniture, decorations and country crafts.
community involvement
Jono Ace Hardware supports the local community of Jonestown. The store celebrates several annual events throughout the year. Chick Days is always popular with the kids along with the Fall Family Fun Day. Other store events throughout the year are Stihl Days and Grill Days.
They also support local church fundraisers and the Little League with store events.
Now celebrating his 10th anniversary as owner, Lehman is focused on having Jono Ace Hardware viewed as the best neighborhood store to its loyal customers. n
hardlines digest
Chip Card Failure dealing with
By John Fix III
As chip card technology continues to roll out, the inevitable problems are cropping up. Bill Round of Round’s True Value in Stoneham, Mass., wondered on Hardlines Digest if chip credit cards fail more frequently than mag strip swiped cards.
Round posted, “We’ve been accepting chip cards for three or four months now. I’ve noticed that the failure rate is going up as cards are more frequently used. The cards themselves look worn. At the beginning, all cards worked. We were one of the few stores around accepting chip cards. Now that the cards are more widely accepted, wear and tear is kicking in. I wonder if Apple Pay/ Samsung Pay will be the route more people take just to dispense with the card hassle.”
Beth Benton of Bluestem Farm and Ranch in Emporia, Kan., replied, “We’ve had several cards that won’t read the chip on the first try. We take them out, give them a good wiping
off and they will usually get accepted. However, we’ve had several customers say it works just fine at other chip card businesses and it fails here, so who knows? I’m assuming most other stores just request another form of payment. I can’t imagine Walmart having an override feature. I have yet to run into this issue at other stores, with the exception of Dollar General.”
John Kidd of C&S Supply in Mankato, Minn., added, “I had one guy insert his card and it immediately told him to remove it. Watched it happen twice. Had to back off total screen, go back to total and override so he could swipe. I hate doing that. I watch the overrides and we are having to swipe about three cards a day that my reader will not take. Customers all say it works everywhere else. Hate that liability though, so I tell managers to keep this to a minimum. I have warned the managers what the liability is and caution them not to do it at all, but they want a happy customer. Most people have another form
of payment. I know I carry a debit card and two other credit cards. If one does not work the others will. But I can only preach the liability so much and it won’t sink in until we get a chargeback for a snow blower or something. Then the pain will be real.”
Jon West of Pleasants Hardware in Virginia noticed the other day that a local convenience store had put up a sign stating that until EMV/chip credit card processing is available at their store they would no longer accept credit cards for the purchase of cigarette cartons. “I guess they got hit with chargebacks for swiping cards. We had some chargebacks as well and now it is a firm rule—no swipes. If the card doesn’t read, please provide another form of payment. The line is: ‘We are very sorry, but if we try to take it another way then most likely we will end up not getting paid by the bank.’ Most people understand and just curse the banks,” he posted.
Randy Patzer of Garden City Ace in Michigan said retailers might want to look at this issue another way. He responded, “This will not be an issue if you do not make it an issue. It is, and always has been, our policy that if a card does not work (swipe or chip) the first time we ask for another form of payment. Period. I have all the options set to enforce this. Since we do not allow it, ever, our customers don’t get bothered by it. They just get out another card and life goes on. We have had a rare customer that walks out, but these
Upper: Garden City Ace in Michigan has had success with a Mom & Pop Soda Shoppe.
Lower: Sullivan Hardware & Garden in Indianapolis displays old-fashioned soda by the front entrance.
are always the ones behaving suspiciously. We chalk that up as a win, since we avoid getting screwed.”
Selling Old-FaShiOned SOda
Tim Pruitt of Avilla Hardware in Arkansas was curious how other retailers were faring with putting in soft drinks apart from the national Coke and Pepsi products. “I have been considering putting in a small display (opening
hardlines digest
order of 40 cases) to test the waters. Seems like there could be opportunity here as a potential niche market with year-round sales,” he posted.
Bruce Phillips of Crowder Bros. Ace Hardware in Lakeland, Fla., responded, “We have been selling the oldfashioned glass bottle beverages successfully for several years now. We have about 30 different varieties. I know there’s a distributor that has a booth at the Ace shows, but they make you buy a large quantity of cases to get it shipped to you. There’s most likely a local distributor nearby that would deliver 12 cases at a time without a delivery fee. We pick up the Yoo-Hoo, Jarritos, various AMP energy drinks and SmartWater from Sam’s Club.”
Scott Lawson of Berea Ace Hardware in Kentucky added, “We just started with RealSoda. So far people have enjoyed the uniqueness. Problem is we’re sold out of a few flavors but must meet 32 case minimum to reorder. We also sell products from Sam’s Club such as Yoo-Hoo, IBC Root Beer and Gatorade. Being in Kentucky we sell Ale-8 by the case.”
Patzer at Garden City Ace posted, “We have been selling Midwest Soda for about five years. Yes, you need to bring in a lot of soda pop. That means you need a lot of room to display and store it. Each slot on the shelf is a different flavor. We have about 80 different
Zettler Do it Best Hardware in Powell, Ohio, carries a variety of soda flavors.
flavors currently in stock. It took some time for my lower-volume store to order three pallets a year from them (about 72 cases per pallet). This display is across from the checkout counters so every customer sees it. As to what flavors sell best, that will vary. We have customers from down South that buy Ale-8 by the case.”
Pruitt also wondered if retailers have experienced problems with in-store breakage with soda. Patzer responded, “Breakage really has not been a problem. I did have a cashier drop a bottle last week behind the counter. That was kind of messy, but that had never happened before. We have had a few bottles broken in shipping over the years, but it is rare.” n
John Fix started the Hardlines Digest in 1996. The list was run for many years using servers in John’s hardware store, but recently the list migrated to Google Groups. There are currently more than 1,500 subscribers reading Hardlines Digest. To read more or subscribe, go to www.hardlinesdigest.com .
HARDWARE TRENDS
Sales of Door Locks (Independent Hardware Channel)
12 Months % Change vs. Year Ago
Door Locks: Units
Door Locks:
Source:
Unit Sales Breakdown for Door Locks Total of 3,540 Items with Sales
hardware buyinG update
• The market for builders and cabinet hardware is estimated to reach $18.1 billion by 2020, driven by a recovering construction market, technological advancements and innovation in hardware design, according to Global Industry Analysts Inc.
• The 10 most popular cabinet hardware finishes are (in order) : Oil Rubbed Bronze, Satin Nickel, Stainless Steel, Satin Chrome, Brushed Satin Pewter, Weathered Nickel, Lancaster Hand Polished, Wrought Iron Dark, Venetian Bronze and Antique English. Source: usacabinethardware.com.
• Automatic door locks can be programmed via code to allow certain people like housekeepers to enter a house throughout the day.
• Coming soon are floor motion detectors that note foot patterns of individuals, which can help detect intruders or alert medical staff if someone may have collapsed, according to marketing expert John Rampton.
• Some home automation systems include smoke and leak detection sensors that link to emergency responders and allow the homeowner to monitor remotely.
• The ability to integrate smartphones with locks is picking up steam in the residential market, but keyed options continue to be preferred, especially as a safety backup.
Upper: Clark-Devon Hardware is known as the place to go for locks and locksets in Chicago.
Lower: Offering locksmith service helps turn Shell Lumber & Hardware in Miami into a destination for locks, padlocks and other home security items.
• Consumers are looking for decorative yet simple and functional hardware that is not so trendy it will quickly go out of style, and they are looking to coordinate finishes throughout the home.
• For decorative and cabinet hardware choices in kitchen and bath remodeling projects, polished chrome and polished nickel have surged in popularity, taking share from brushed nickel, brushed chrome and satin nickel, according to the National Kitchen and Bath Association. ■
hardware products
personali-key®
electronic keypad deadbolt
• A new, refreshed and expanded line of “Shape” Personali-Keys has been introduced featuring whimsical, eye-catching designs on specially designed oversized bows that include additional embossing detail.
• New line of “Big” Personali-Keys feature trendy, popular designs on the oversized versions of Kwikset®, Schlage® and Weiser® head shaped keys.
• A consumer favorite, these keys are a fun and functional way to identify keys and express individual style.
• This popular category of Ilco keys includes a variety of patterns and shapes that feature designs that support charitable foundations and organizations, appeal to team spirited fans and more. Kaba Ilco Corp. 800-334-1381 www.kaba-ilco.com
• Strong in form, function and style, this multifunction keyless lock provides trouble-free protection and convenience with simple-touse access codes that put homeowners in control.
• Features backup key override with 2 keys included and backlit keypad.
• Up to 10 sets of unique access codes can be programmed.
• Select from transitional, traditional and contemporary designs and aged bronze, polished brass or satin nickel finishes. Hickory Hardware, Div. of
IN THE NEWS
NEW STORES:
• The Hyman family is opening Hyman Ace Hardware in Whiting, Ohio.
• Parkrose Hardware, part of Central Network Retail Group, is opening its fourth store in Vancouver, Wash., during the first quarter of 2017.
• Central Network Retail Group has acquired Central True Value in Moncks Corner, S.C., from the Housand family. It will be rebranded as a Marvin’s home center.
Central True Value
• Craig and Jeff Smith are opening Twins Ace Hardware in Arlington, Va.
• Douglas and Penney Luhrs have opened Luhrs True Value in Lake Wallenpaupack, Pa.
Luhrs True Value
• Joe and Tim Uhrich have opened their second Ace store, Town Center Hardware in Kirkland, Wash.
• George Katis opened a new Ace Hardware store in Nashua, N.H., adjacent to his Nashua Paint and Wallpaper business.
• Curt and Julie Fisk have acquired Winneshiek True Value in Decorah, Iowa, and are rebranding to Fisk Farm & Home.
• Westlake Ace Hardware has opened new stores in Overland Park, Kan., and Carrollton, Texas.
• Helen Wyckoff has opened Bolts & Bows in Fredericksburg, Va.
• Orchard Supply Hardware opened its first Florida store in Fort Lauderdale on October 25
• Busy Beaver Building Centers has acquired Latrobe True Value Hardware in Latrobe, Pa.
• Costello’s Ace Hardware has opened its 26th store in Brooklyn, N.Y.
• Les and Jeremy Melnick have acquired Harlem Foster Hardware and Norwood Park Ace Hardware in Chicago while also closing a store on North Clark Street due to size limitations. Gordon’s Ace Hardware now operates nine stores in the Chicago area.
KUDOS TO:
• Jim and Brian Webb are celebrating the 150th anniversary of Krueger’s True Value in Neenah, Wis.
• Bainbridge Island Ace Hardware in Bainbridge Island, Wash., owned by Steve and Becky Mikami, is marking its 25th anniversary.
HARDWARE PROGRAM Ambassador
The Hardware Ambassador ProgramTM was created to bring the hardware industry together to promote the independent hardware retail channel as the most efficient and profitable channel to distribute hardware and home improvement products and services.
• View Vendor Product Listings by Wholesaler
• Ability to Download Product Listings by Wholesaler Directly into Retailers’ Point-of-Sale Computer Systems
• Check Out Vendor Profiles, Informational Videos & Product Reviews
Click Here to Learn More and View Vendor Product Listings by Wholesaler
• Walter and Patty Toole are celebrating the 110th anniversary of Bray Ace Hardware in Winter Garden, Fla.
• Simpson Strong-Tie donated $10,000 to the American Red Cross Disaster Relief Fund to assist Hurricane Matthew relief efforts.
Tim Post
• Tim Post, who owns six T & M Hardware stores in Pennsylvania and Ohio, has been elected to the Do it Best Corp. board of directors.
PEOPLE ON THE MOVE:
Jean Fahy
Shari Kalbach
OTHER NEWS:
IN THE NEWS
to take advantage of leading-edge cloud technologies.
• ECi Software Solutions announced its RockSolid MAX™ automated POS software system is now available for True Value retailers.
• Stanley Black & Decker has signed an agreement to acquire Newell Brands’ tool business for $1.95 billion, adding brands such as Irwin and Lenox that accounted for $760 million in sales in 2015. Stanley Black & Decker executives expect the deal to result in savings of $80-90 million by the third year.
• Do it Best Corp. has promoted Jean Fahy to division manager for building material sales.
• PRO Group has promoted Shari Kalbach to vice president with responsibility for merchandising and marketing.
• Epicor Software Corp. has introduced the latest version of its retail business management solution, Epicor Eagle. The nextgeneration system includes enhancements that enable retailers
FULL STORY:
• Hardware stores thriving in aftermath of storm. Click here.
PRO GROUP ANNOUNCES MERGER WITH RELIABLE DISTRIBUTORS
PRO Group has announced a merger with Reliable Distributors, a Chicagobased wholesale buying group. Reliable adds 74 distributors and more than $2 billion in volume to PRO Group and will create a stronger platform to support independent retailers around the country.
Be Part of the Hardware Industry’s Exclusive and Professional Women in Hardware Program!
Designed for professional women and men in the two-step hardware industry to exchange ideas, educate, network and provide support and access to opportunities to further careers and help grow the independent channel.
Who’s Eligible to Join?
• Independent Hardware Store Owners and Managers
• Vendors Involved in the Two Step Hardware Industry
• Service Providers Involved in the Two Step Hardware Industry
• Wholesalers/Distributors
• Industry Professionals
Activities
• Membership benefits include up to six networking events per year held in conjunction with other industry events.
• Each event will have a business focus offering direct and immediate benefits.
• Vendor and Service Providers will have the ability to interact with business owners and others in management positions sharing experience, concerns and solutions.
• While focus is on women and their opportunities, men are welcome and encouraged to participate to better understand and lend their perspective of the industry.
Marquee Sponsors
Founded in 1986, Reliable Distributors has built a foundation of distributors and suppliers with more than 200 distribution centers across the country that now combines with over $3 billion in sales volume and the 30 member distributors and 350 suppliers of PRO Group.
“A key benefit resulting from this merger is that infrastructure costs will be spread over an expanded customer base that reduces channel costs and delivers expanded value to the groups’ member suppliers, distributors and their retail customers,” said Steve Synnott, president and CEO of PRO Group. “The combination of Reliable and PRO is a big win for independent retailers the groups’ distributors serve.”
“We are excited to merge Reliable Distributors with PRO Group. Consolidation of the two groups will bring added synergies to both organizations throughout the purchasing, advertising and marketing areas,” said Allan Meyer, president of Reliable Distributors.
IN THE NEWS
President Dan Starr addresses members during Do it Best Corp. shareholders’ meeting.
the co-op the flexibility of shifting the events to earlier time periods to better align with members’ schedules.
Do it Best officials also confirmed, while celebrating the 40th anniversary of hosting markets in Indianapolis, that the co-op would continue to hold its two markets in that city. “In terms of logistics, location and experience, Indy continues to be the ideal partner for us and our members,” President and CEO Dan Starr said.
During the shareholders’ meeting on October 9, Starr highlighted two important milestones realized during fiscal year 2016: surpassing $3 billion in annual sales and distributing member rebates in excess of $100 million for the 13th consecutive year.
in Colorado.
The combined company will be headquartered at PRO Group’s offices in Colorado.
DO IT BEST CORP. CHANGING MARKET SCHEDULE
Do it Best Corp. announced that it is changing the name of its May and October markets to the spring and fall market beginning in 2017, which offers
“We are proud to celebrate both of these achievements,” Starr said. “Our supply-chain excellence and industry-lowest cost of operations enable us to provide more in rebates to our members—and they in turn are able to reinvest in their businesses to grow their sales and expand their operations.” ■
a growing community of thousands of
“I created Hardlines Digest in 1996 as a way for my fellow retailers to swap tips about the nitty-gritty of running an independent hardware store. Today, it’s grown to a community of thousands of independent hardware store owners just like you. I hope you’ll join today and start sharing your own expertise.”
John Fix Owner, Cornell’s
Hardware Eastchester, NY
NOVEMBER
Distribution America/PRO Group
Executive Planning Conference
November 14-16, JW Marriott Starr Pass Resort and Spa, Tucson, Ariz.
STAFDA Annual Convention & Trade Show
November 6-8, Georgia World Congress Center, Atlanta
JANUARY 2017
Do it Best Corp. Winter Conference
January 15-16, Hyatt Regency, Orlando, Fla.
House-Hasson Hardware Dealer Market
January 26-28, Opryland Convention Center, Nashville, Tenn.
International Builders’ Show
January 10-12, Orange County Convention Center, Orlando, Fla.
Kitchen & Bath Industry Show
January 10-12, Orange County Convention Center, Orlando, Fla.
United Hardware Spring & Summer Buying Market
January 6-8, Minneapolis Convention Center, Minneapolis
World and Main Spring Market
January 5-7, George R. Brown Convention Center, Houston
UPCOMING
FEBRUARY
2017
Florida Hardware Spring Dealer Market
February 11-12, Double Tree Hotel, Orlando, Fla.
Northeastern Retail Lumber Association LBM Expo ’17
February 15-17, Rhode Island Convention Center, Providence, R.I.
Orgill Spring Market
February 16-18, Ernest N. Morial Convention Center, New Orleans
True Value Spring Reunion
February 17-19, Anaheim Convention Center, Anaheim, Calif.
MARCH
2017
Ace Hardware Spring Convention
March 16-18, Georgia World Congress Center, Atlanta
Blish-Mize Spring Buying Market
March 17-18, Overland Park Convention Center, Overland Park, Kan.
Hearth, Patio & Barbecue Expo
March 1-4, Georgia World Congress Center, Atlanta
International Home + Housewares Show
March 18-21, McCormick Place, Chicago
LMC Annual Meeting
March 8-10, Ernest N. Morial Convention Center, New Orleans
ZINGER HARDWARE CREATES EXCITEMENT
WITH TREASURE MAP
Zinger Hardware & General Merchant in Austin, Texas, was opened by Michael Ferweda and Katherine Friend in 2002 to recreate the welcoming neighborhood atmosphere of the general store of yesteryear. Their relationshipbased approach is focused on getting to know customers and their needs, while sharing clever solutions to everyday problems.
Regular customers and tourists flock to the store to have their pictures taken in the oversized Adirondack chair, and they browse the aisles stocked with gifts, gadgets, toys and environmentally friendly products, with special emphasis on locally sourced items.
Here is Zinger Hardware’s retail philosophy, as posted on its website: We are the neighborhood general store of yesteryear. We’re the friendly solution source for little, everyday problems.
For 14 years, we have handpicked quality products that make your life easier and your home more welcoming. We’re an Austin original, filled with gifts and toys that bring a smile to your face and jolt a happy memory. And we’ve got the gadgets that make you say, “Gee whiz! I didn’t even know I needed that!”
This past June the store created excitement for Father’s Day by coming up with a treasure map that prompted customers to walk
Lower Right: A treasure map was created for a Father’s Day promotion at Zinger Hardware.
Lower Left: The big Adirondack chair at Zinger Hardware is a popular spot for selfies.
Upper: Zinger Hardware in Austin, Texas, strives to be a welcoming neighborhood general store.
through the entire store while looking for secret treasure for dear ol’ dad. Free giveaways were offered along the way while families wandered past Cook’s Landing, Wind Chime Way, Lego Kingdom, House of Hardware and Birdfeeder Paradise on the way to the Fountain of Youth. The promotion was a creative way to generate traffic while making the store stand out for its fun shopping atmosphere.
NEWTOWN HARDWARE HOUSE TAPS INTO CRAFT BEER TREND
Newtown Hardware House in Newtown, Pa., owned by William Newell, boosted customer traffic by hosting eight weekends of craft beer tastings last October and November. The beer was provided by a local bar/ restaurant, so the ongoing event helped
promote another local business, and community volunteers were enlisted to serve as bartenders.
In addition to pumpkin beer tasting, attendees could participate in other fun activities like window painting and scarecrow making. Beer-making kits were on display for sale.
CHECK OUT THESE FUNNY VIDEOS
Home Timber & Hardware in Australia developed the following humorous videos, which have been posted on Youtube:
Upper: Newtown Hardware House uses social media to promote its craft beer tasting events.
Lower: Newtown Hardware House hosts craft beer tastings.
BEHIND THE NUMBERS
44%
Percentage of shoppers who plan to spend more on their holiday shopping in 2016, according to Accenture’s 10th annual Holiday Shopping Survey.
72%
Percentage of shoppers who would be enticed by promotions or coupons to shop at a store they have not used in the last year, according to the Accenture Holiday Shopping Survey.
62%
Percentage of consumers who cited shipping costs as the main frustration keeping them from purchasing more goods online.
84%
Percentage of shoppers this year who said they check Amazon.com before looking or buying elsewhere, according to the Accenture survey.
71%
Percentage of shoppers who said they are likely to purchase additional items during their in-store visit to pick up items purchased online.
3.6%
Sales increase predicted for U.S. retail sales in November and December, according to the National Retail Federation. Online sales are forecast to increase between 7 and 10% for the same period over last year.
