Rookie Results
Think Paint. Think Corona.
For more than 60 years, our fourthgeneration family company has been committed to providing the finest paintbrushes and rollers in the industry. Each professional applicator is handmade in Tampa, Florida, USA, to meet the needs of the professional contractor as well as the DIY painter.
Corona’s professional tools are constructed to exacting standards. Using a combination of traditional and innovative techniques, we deliver the highest level of performance and durability, the finest finish, and ease of use and cleanup with today’s coatings.
For the next paint job, big or small, think Corona.
1025 E. 54th St. Indianapolis, Indiana 317-275-9400 NHPA@YourNHPA.org YourNHPA.org
EDITORIAL, DESIGN & PRODUCTION
Melanie Moul Communications & Content Manager mmoul@YourNHPA.org
Hans Cummings Products & Digital Editor hcummings@YourNHPA.org
Lindsey Thompson Associate Editor lthompson@YourNHPA.org
Carly Froderman Associate Editor cfroderman@YourNHPA.org
Aubrey Smith Senior Designer
Autumn Ricketts Graphic Designer
Austin Vance Production Manager
Freda Creech Sales & Production Assistant Kevin Trehan Digital Media Specialist
MARKETING & COMMUNICATIONS
Whitney Daulton Executive Director, Innovation & Engagement
Julie Leinwand Marketing Manager
NHPA MEMBER SERVICES
800-772-4424 | nhpa@YourNHPA.org
LeAnn Day lday@YourNHPA.org Executive Director, Paint & Decorating Programs
Scott Wright swright@YourNHPA.org Executive Director, Advanced Retail Education Programs
Kim Peffley kpeffley@YourNHPA.org Director, Organizational Development & Consulting
Katie McHone-Jones kmchone-jones@YourNHPA.org Director, Member Services & Events
Jesse Carleton jcarleton@YourNHPA.org Training Manager & Editor
Renee Changnon rchangnon@YourNHPA.org Retail Engagement Specialist
Natalie Harris Data & Information Coordinator
NHPA SALES
Scott Gilcrest
317-508-7680 | sgilcrest@YourNHPA.org
Field Sales Manager & Southern Sales Director
David Brodowski 440-520-9551 | dbrodowski@YourNHPA.org Midwest Sales Director
Jordan Rice 217-808-1641 | jrice@YourNHPA.org Northeast, Northwest & Canada Sales Director
COMING IN JULY
Young Retailer of the Year
Each year, the North American Hardware and Paint Association identifies and promotes the next generation of aspiring independent home improvement and paint retailers through the Young Retailer of the Year recognition program. This award recognizes retailers 35 years or younger in the U.S. and Canada who have shown exemplary service to their operations and their communities. Next month, meet this year’s honorees and see what makes their experiences extraordinary.
PAINT & DECORATING RETAILER
(ISSN 1096-6927): Published monthly except December by the North American Hardware and Paint Association, 1025 E. 54th St., Indianapolis, IN 46220. Phone: 800-737-0107. Subscription rates: January through November issues, $50 in U.S., payable in advance. Canada $75 per year. All other countries $100 per year. Single copy $7, except July issue, $25. Periodicals postage paid at Indianapolis, Indiana, and additional mailing offices. Postmaster: Send address changes to Paint & Decorating Retailer, P.O. Box 16709, St. Louis, MO 63105-1209. Returns (Canada): Return undeliverable magazines to P.O. Box 2600, Mississauga, Ontario L4T 0A8. PM# 41450540. Copyright © North American Hardware and Paint Association, 2022.
OUR MISSION
The North American Hardware and Paint Association (NHPA) helps independent home improvement and paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.
NHPA EXECUTIVE STAFF
Bob Cutter President & CEO
Dan Tratensek
Chief Operating Officer & Publisher
David Gowan
Chief Financial Officer & Executive Vice President, Business Services
NHPA BOARD OF DIRECTORS
CHAIRMAN OF THE BOARD
Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina
EXECUTIVE VICE CHAIRMAN
Craig Bond, Tommy’s Paint Pot, Eugene, Oregon
DIRECTORS
Alesia Anderson, Handy Ace Hardware, Tucker, Georgia
Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri
Ned Green, Weiders Paint & Hardware, Rochester, New York
Scott Jerousek, Farm and Home Hardware, Wellington, Ohio
Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon
Jackie Sacks, Round Top Mercantile Co., Round Top, Texas
SECRETARY-TREASURER
Bob Cutter, NHPA President & CEO
NHPA CANADA
NHPA CANADA
Michael McLarney, +1 416-489-3396, mike@hardlines.ca 330 Bay Street, Suite 1400 Toronto, ON, Canada M5H 2S8
CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES
CIRCULATION DIRECTOR
Richard Jarrett, 314-432-7511, Fax: 314-432-7665
NEWS, PRODUCTS & TRENDS
Get
the Latest Updates
Scan this QR code or visit PDRmag.com/june to see these stories and more resources for your operation.
OPERATIONS
Growth From the Inside
Training is imperative to your employees being able to complete their specific jobs, but can also be an important tool to increase retention rates and recruit high-quality workers. Utilize the following resources to boost your current training and development programs and encourage growth in your staff.
How Others Do It
Discover key takeaways from the employee development programs of companies outside of the home improvement industry that you can use to improve your operation’s training programs.
Training Must-Haves
No matter the size of your operation, discover the five aspects that should be a part of any successful training or development program.
Find More Online
OPERATIONS
Making a Manager
Read the advice managers in the independent home improvement industry wished they knew before they became leaders and their words wisdom for finding success in leadership.
RESOURCES
Top 10 Tips for New Managers
There is no lack of advice out there for new managers coming into a leadership role. We’ve compiled our top 10 favorite tips for new managers.
CATEGORY
The Right Tool
While a brush may seem like just a brush, this year, customers want specialty tools that allow them to accomplish specific looks. See what’s trending this year in paint applicators.
CONNECTIONS
How to Reach Dan Dan Tratensek YourNHPA.org/tcb-pod dant@YourNHPA.org
Becoming a Self-Aware Leader
It’s kind of child psychology 101 that, as we mature, we become more self-aware. When we are infants and toddlers, we don’t quite understand that the entire world is not there to provide for our needs.
Hopefully, as we grow older we begin to understand that we are just part of the larger world and everyone around us has their own motivations, needs and ambitions.
I say this because I think this self-awareness is also part of the process of becoming a better leader.
I have been managing people and projects for the better part of a quarter century, but I distinctly remember the first half of my management career when I approached most situations like a toddler. For example, any meeting that I was a part of, I viewed as an opportunity to “win” the meeting. This meant outtalking and outperforming everyone else in the room. I would look at the other folks who didn’t talk or “try to win” the meeting as if they were not engaged.
I fully believed that everyone would approach meetings the same way I did. It took me the better part of a decade to figure out this wasn’t the case.
What opened my eyes?
About 15 years ago, the management team at the North American Hardware and Paint Association began engaging in leadership and communication classes, and one of the first tools we used was the Everything DiSC ® assessment. DiSC is the leading personal assessment tool to understand and improve work productivity, teamwork and communication.
“After we went through the DiSC profiling, it opened my eyes as to how different people like to contribute to goals in diverse ways.”
After we went through the DiSC profiling, it opened my eyes to how different people like to contribute to goals in diverse ways. They like to communicate with different styles, and they like to be challenged and rewarded in various ways.
My mind was blown.
Seeing the results of this study and where the other members of our team fell on this scale allowed me to better understand how we could work together and bump heads less.
In today’s environment, where retailers are trying to get the most out of their employees and build high-functioning teams, going through this kind of process can be a critical starting point to moving forward.
This is also why DiSC profiles are an important part of NHPA’s Foundations of Leadership program and our consulting efforts.
If you’d like to learn more about how DiSC can set the stage for your professional growth (and maturity), I encourage you to go to YourNHPA.org/team-training.
At the least, DiSC can teach you more about your team, but at best, it will also teach you something about yourself. I know, I learned a lot from it.
Dan M. Tratensek Chief Operating Officer & Publisher
OUTREACH
Share Your Stories
Send your merchandising tips, event recaps, employee morale boosters and other stories to editorial@YourNHPA.org
COMMUNITY
Sharing a Love for Learning
Paint Store Owner Serves as Chair of Local Children’s Festival
In 2017, after a conversation with his oldest daughter, Pete Lewis, owner of Airdrie Paint and Blinds, was inspired to create more opportunities for his children and other kids to learn and grow. He realized that his city of Airdrie, Alberta, was one of the largest cities in Canada without a major children’s festival. As a small business owner in the city, he could do something to change that fact, and in 2018, the first annual Airdrie Children’s Festival was held.
“We wanted our festival to be different and fully inclusive, so it had to be free for everyone to attend with no marketing on site,” Lewis says. “We wanted kids to come and just be able to be kids. Everything we planned for the festival was viewed through a lens of creating curiosity, inspiring creativity or removing fear.”
The festival includes an Entertainment Stage with local and national performers, Inspiration Stations with hands-on learning and a Children’s Village that provides a safe place to play. The festival also includes workshops where kids can learn everything from knitting to changing a tire to creative writing.
In the first two years, over 12,000 kids attended the festival. Both the 2020 and 2021 festivals were canceled because of the pandemic, but the event returned in 2022.
Lewis says serving as board chair for the festival is a labor of love, but has allowed him to interact with his community in ways he never imagined.
“It's a solid relationship builder. For all the time it takes away from working in our store, the rewards come back to us ten-fold,” he says. “It's the best marketing we could do.”
To serve his community, Airdrie Paint and Blinds owner Pete Lewis (second from right) serves as board chair for the Airdrie Children’s Festival. His daughter, Maren, (front center) was the inspiration for the event.
OPERATIONS
Recommendations and Referrals
At Sedona Paint Center in Sedona, Arizona, owners Michelle and Michael Lloyd provide their customers with a list of referrals for licensed painters, faux finishers, muralists and decorative painters. The professionals on the list are all customers of the store.
“Everyone on our website is highly regarded. We’ve worked with most of them almost as long as we’ve been in business so we know them and their work,” Michelle says.
Sedona Paint Center is celebrating 20 years in business this year, and the Lloyds are appreciative of all their customers who make their business possible. Michelle says the referral list is an easy way to provide additional value to their customers, as some customers don’t know where to start to find a painter.
“We are very grateful and appreciative of our customers and how loyal they are to us,” she says. “As much as they support us, it’s just as important that we support them. I believe deeply in supporting local businesses and giving back to our community.”
COMMUNITY
All the Trappings
Last year, the residents of Stonington, Connecticut, were treated to a unique holiday display with a local twist. The Ocean Community Chamber of Commerce, along with community businesses and residents, built the 24.5-foot Stonington Lobster Trap Tree with 378 lobster traps, 360 painted buoys and colored Christmas lights. Brandon Donahue, owner of nearby paint stores Westerly Paints and Mystic Paints, was one of the first to support the innovative idea.
Over 30,000 people visited the tree last year, which pays homage to the area’s storied history of fishing. All of the buoys on the tree were painted by over 100 artists from Connecticut and Rhode Island. Donahue says it was fun to participate in the project, and he loved being able to connect with his customers and the community in a unique way.
“Being able to help build and grow the community is what owning a business is all about,” Donahue says. “What we do for the community lasts forever, which is why there is nothing more rewarding. It makes all of the long hours and hard work worth it.”
Brandon Donahue and Westerly Paints were some of the first supporters for the Stonington Lobster Trap Tree.
Sedona Paint Center owners Michelle and Michael Lloyd have created a list of recommended paint and decorating professionals that customers can refer to when looking for these services.
RESEARCH
Numbers You Should Know
Participation in the Cost of Doing Business Study is free, easy and confidential. Visit YourNHPA.org/codb
Benchmark Your Business
PARTICIPATE IN NHPA’S 2022 COST OF DOING BUSINESS STUDY
The time is now to identify new financial opportunities for your operation. The deadline to participate in the North American Hardware and Paint Association’s (NHPA) 2022 Cost of Doing Business Study is June 30
The Cost of Doing Business Study delivers data and insights that allow retailers to increase their profits and strategize for the future—and includes information from hardware stores, home centers, lumberyards and paint and decorating outlet retailers.
For your participation in the study, you will receive a free copy of the study ($499 value), a personalized financial analysis with your company’s financial results compared to industry averages, a what-if scenario generator to calculate how small changes can make a big impact and your company’s financial ratios and other financial metrics.
To learn more and participate in the 2022 Cost of Doing Buisness Study, visit YourNHPA.org/codb
Numbers You Should Know
When you participate in the Cost of Doing Business Study, it can help you identify new financial opportunities for your operation. Have you looked at your financials recently? Here are some numbers you should know.
Sales per square foot
This classic measurement remains one of the most important gauges of a store’s productivity
The sales per square foot for a typical paint store is $755
Inventory per square foot
Stores that stock more inventory per square foot typically generate higher sales.
The inventory per square foot for a typical paint store is $99
Source: NHPA’s 2021 Cost of Doing Business Study
Sales per employee
In calculating this ratio, two part-time employees are considered equivalent to one full-time employee.
The sales per employee for a typical paint store is $241,083
Sales per customer
By measuring the average sale per transaction, retailers can gauge the performance of merchandising and sales staff.
The sales per customer for a typical paint store is $106
Profit before taxes
This figure represents the money you put in your pocket every month and provides a way to measure the health of your operation.
The profit before taxes for a typical paint store is 8 percent
NHPA Retail Marketplace
List your business for sale through the NHPA Retail Marketplace to secure the next generation of ownership. Visit YourNHPA.org/marketplace
Are You Looking to Sell? Valuation Is the First Step
Get started with a valuation or learn more about the NHPA Retail Marketplace at YourNHPA.org/marketplace
Are you looking to sell your business, but you don’t know where to start? NHPA has launched a new service to help home improvement owners looking to sell their businesses. Gary Pittsford, CFP®, partner and chief valuation officer of Castle Valuation, a division of Creative Planning, can help guide you through the valuation process as a first step. This new service complements the existing NHPA Retail Marketplace seller listings.
“The No. 1 issue I hear when a retailer approaches me about selling their business is that they don’t have any idea what their business is worth. We wanted to help solve this problem in an economical way, which is why we partnered with Gary Pittsford, the face of valuations in the ho m improvement industry,” says Dave Gowan, NHPA chief financial officer and executive vice president of business services. “Valuing a business is one of the first steps—and is the most important step—in selling a business.”
What is the NHPA Retail Marketplace? NHPA frequently receives inquiries from retailers who are looking to sell their stores, those who are looking to acquire additional stores and those who are looking for key talent in a challenging employment landscape. We created the Retail Marketplace to give operators a cost-effective way to advertise their businesses for sale, their interest in buying or open job positions.
You should know what your business is worth. Our Valuation + Seller Listing package will provide you with a business valuation and a seller listing on the NHPA Retail Marketplace where you can advertise your business to 40,000 independent home improvement retailers.
Get your Valuation + Seller Listing package today for $10,000. The price includes a valuation for a business with up to two stores and a public seller listing. For larger operations or private listing options, additional fees apply.
Get Swaggy With It
The NHPA store has added new and customizable shi designs. Stock up on merch at YourNHPA.org/shop
The online NHPA store has added new and customiz designs to its range of T-shirt offerings. Retailers can now customize shirt designs with their own store logo on the front and a fun graphic on the back.
shirt customizable logos members of their families. Choose from adult T-shirts, hats, mugs
Outfit your team or stock your shelves with home improvement-themed designs that are tailored toward industry professionals, DIYers and the youngest memb of their families. Choose from adult T-shirts, hats, mu and totes or toddler and baby shirts and onesies.
Discover the Benefits
Visit YourNHPA.org/membership to learn about services and training for NHPA Premier Members.
Are You in Need of Compliance Training?
Visit the NHPA Training Store at YourNHPA.org/training-store
Do you need an easy way to get your employees trained on specific compliance issues? Through a partnership with JJ Keller & Associates Inc., a trusted name in compliance training, NHPA offers online HR compliance and workplace safety training courses in some of the most common topics affecting home improvement stores. Courses are available for individual sale on the NHPA Training Store.
Available Courses
To see a full list of courses with descriptions, visit the NHPA Training Store.
• Back Safety
• Diversity and Discrimination (2 courses)
• Fire Extinguisher Use
• FMLA for Supervisors
• Forklift Training
• How to Prepare & Respond to an Active Shooter Threat (2 courses)
• Sexual Harassment Prevention Training (7 courses)
• Workplace Bullying and Violence (2 courses)
• Workplace Safety Basics (4 courses)
Improving Your Key Retail Metrics
Tools and resources for strategic planning and more are available at YourNHPA.org/operations.
Key retail metrics offer the best look at the trajectory of your business, and the good news is there are ways you can have a direct impact on how those numbers trend. For example, invest in a little add-on sales training with your employees and you can boost your transaction size. Or, set up a loyalty program so you can create greater customer loyalty and encourage repeat traffic.
A focus on key retail metrics will aid you in meeting your goals, and NHPA has resources that can help you and your team understand and manage your key retail metrics.
Boost Your Key Retail Metrics. This booklet outlines a few important metrics along with suggestions for improving them. Use it as a training tool for new managers so they understand how they can impact profitability. You can also use this guide hand-in-hand with NHPA’s annual Cost of Doing Business Study to better understand how to use data in that report.
Financial Glossary. This guide is useful for any employee who wants to know more about the numbers that drive your business. Employees who understand the operational aspects of retail will be equipped to identify issues when they see them. Use it as a handy reference as you’re looking through financial reports or helping a new manager understand the business.
Retailer Recommendations
Send a note to editorial@YourNHPA.org about products you can’t keep on the shelf. Include your name, your business name and reasons why you love it.
GRIP-FREE PAINTBRUSH
FreeForm Brush Inc. | freeformbrush.com or 503-998-6200
Distributed by VLC Distribution, the FreeForm Grip-Free Paintbrush’s patented design allows fingers to relax, resulting in improved control, greatly reduced fatigue, unmatched comfort and a better painting experience. The Grip-Free Paintbrush has a 96 percent recommended rate and a 4.6 star rating. The striking colors and signature design stand out on the shelf.
Retailers’ Choice Awards 2022 Round of the
NEW INNOVATIONS FOR SUMMER PRODUCT MIXES
For the past 56 years, the Retailers’ Choice Awards have shared insights from independent retailers on the best products on display at the National Hardware Show.
The awards, presented by the North American Hardware and Paint Association during the show in Las Vegas, honor manufacturers for their innovation.
The Retailers’ Choice Awards differ from most award programs in that they rely on the opinions of actual retailers who know what their peers need in a product to attract customers. The judges were all independent home improvement retailers who walked the show floor and selected products they felt were unique and interesting.
This year’s panel included:
• Diana Newton, Bay Hardware Store
• Jay Donnelly, Flanagan Paint & Supply
• Coreen Pierce, Koopman Lumber Co.
• Alexandria Lavaroni, Treats General Store
• Cory Rhynehart, Milton Hardware & Building Supply
• Ned Green, Weiders Paint & Hardware
On the following pages, discover which products retailers felt had the most potential to excite customers and boost sales in their operation.
PAINT STRIPPING GEL
SYMN Industries LLC | kabosh.info or 888-771-9065
Kabosh™ ActivStrip™ removes multiple layers of latex and oil paints, varnish, stains, lacquers and more in a single application. It stays active and removes up to 15 layers of most paints in 24 hours. ActivStrip works on vertical and horizontal surfaces, including wood, metal, masonry and more. It is nonflammable and eco-friendly with no harsh fumes. 1 gallon covers 100 square feet.
LIGHT BULB TERRARIUM
West Coast Imports | wciimports.com
Light Up Multicolor Terrarium Glass Bulbs from i-Zoom® are available in four different plant styles and feature 10 LED string lights. They never need watering and include batteries.
AUGMENTED REALITY WALL DECALS
Decalcomania LLC | decalcomania.com or 208-917-9174
Wall Palz by Decalcomania is innovating the wall decal industry by enhancing wall decals with augmented reality (AR). Using the Decalcomania AR App, children can create an interactive experience right in their bedroom by taking selfies and placing a life-sized 3D character directly on the floor. Decalcomania wall decals are the most technologically advanced decals in decades, utilizing AR to turn decoration into entertainment. Wall Palz decals are safe for both painted and textured walls and can be easily removed without damaging the surfaces.
To stay informed about new innovations and trends, subscribe to the monthly Hot Products newsletter at PDRmag.com/subscribe
BUNGEE CORDS AND ORGANIZER Wrap-It Storage | wrapitstorage.com
No matter where your bungee cords roam, they’ll always have a home back with your Bungee Buddy. The Bungee Buddy includes one organizer and eight bungee cords. The bungee cords feature coated steel hooks and can stretch up to 2x their original length.
DRILL MOUNT
Midwest Innovative Products | drilldock.com or 866-744-6628
Drill Dock is designed to fit almost any drill or driver on the market. It securely attaches to shelves, tool bags, buckets or anywhere a worker needs. It includes fixed and clip mount options, a drill bit gauge, a heavy-duty magnet for driver tips and drill bits and a trigger guard to prevent the drill or driver from engaging while in a vertical position. It is built with commercial-grade materials and made in the U.S.
•Resists
•Advanced
•Clear,
•Dries
•Designed
•Available
Retailers’ Choice
Learn more about the retailer panel and the Retailers’ Choice Awards at PDRmag.com/retailers-choice
CUSTOM GIFTS AND ACCESSORIES
Mariasch Studios Inc. | mariaschstudios.com
Mariasch Studios can print custom text onto its entire line of products, including 100 percent cotton dish towels, coasters, aprons, pillows and more at no additional cost. All products are handmade in the U.S.
TOOL HOLSTER SET
Spider Tool Holster | spidertoolholster.com
Spider Tool Holster is a belt-mounted carrying system designed to improve the way workers carry power tools. Spider Tool Grips work with any hand-held tool, including power drills, impact drivers, reciprocal saws, pneumatic nailers, flashlights and more.
CORDLESS
AIRLESS PAINT SPRAYER
Graco | graco.com or 800-275-5574
The 390 PC Cordless Airless Paint Sprayer delivers the same performance and productivity that has made the 390 PC Corded the industry standard for professional painting contractors. Now available with the freedom from cords, electrical outlets and generators, the paint sprayer allows contractors to spray every job faster and easier—whether they have available on-site power or not.
5-TIER UTILITY RACK
US Merchants | usmerchants.com or 310-228-4000
The 5-tier utility storage rack by Greenmade™ was designed for heavy-duty use. It is simple to assemble in a matter of minutes with no tools required, and each shelf can hold approximately 150 lbs. It is ideal for condensing space around the home whether it be indoors or in your garage, and it is made in the U.S.
BUSINESS FOR S A LE
Hoosick True Value
Location: Hoosick Falls, New York
Gross Revenue: $1.26 million
Price: $1.875 million
This opportunity offers a turnkey sale of a general hardware operation located in northeastern Rensselaer Co., New York. The business serves five towns, southwestern Bennington Co., Vermont, and 25 miles east of Troy, New York
BUSINESS FOR SALE
Private Business
Location: Alabama
Gross Revenue: $2.21 million
Price: $649,000
SEEKING BUSINESSE S
The Aubuchon Company
For our next acquisition, we are looking for :
• Single-store and multi-store hardware operations
• Located in northeast and southeast United States
• Store size of 5,000-30,000 ft2
• At least $3 million in average store sales
SEEKING BUSINESSE S
Bolster Hardware
We are looking for:
• Geography agnostic
• With or without real estate
• Store revenues of $1.5M+
• We prefer to honor the family name and heritage in the local community by not changing the name
• We prefer to keep all employees as part of the acquisition
GROWTH GOALS
By Lindsey Thompson SPONSORED BY
OPERATIONS
Outside the Industry
See the training and employee development best practices that have made well-known companies successful at PDRmag.com/outside-employee-development
In the human body, atrophy occurs when a person does not use a muscle for a period of time, resulting in limited or lost function. Atrophy of sorts can also occur in the workplace; when employees aren’t working toward goals and continually growing in their roles, they can become complacent and inefficient. Employee development and training programs are crucial to keeping your employees engaged, growing and learning. They also help retain quality employees, improve customer service and add to your operation’s bottom line.
Studies show employees want to grow, but companies aren’t providing the right training tools. A study from PwC found that 74 percent of workers are ready to learn new skills or retrain to remain employable in the future. In Axonify’s 2021 Annual Global State of Frontline Work Experience Study , nearly 20 percent of respondents reported rarely or never receiving additional training, and 36 percent only take part in training during big job changes. Less than half of respondents had access to programs to develop career advancement skills even though more than one-third had requested it.
While new employee training is necessary for new staff members to be able to fulfill their job duties, additional programs that go beyond introductory training can result in more satisfied and productive employees. Training and development programs show employees you are invested in their careers and you want to see them grow and succeed.
No matter the size of your operation, training and development should be a priority, and Paint & Decorating Retailer shares eight best practices for managing a successful employee development program from McCormick Paints, which takes a personalized approach to training.
McCormick Paints has been fulfilling the painting needs for DIYers and contractors in the Mid-Atlantic since 1960. The operation includes 28 stores in three states and Washington, D.C., and caters to architects, designers, painting contractors, commercial and residential builders, property managers and homeowners as a paint manufacturer and retailer.
Focus on employee needs.
Matt McCormick, senior vice president of sales and operations, says McCormick Paints takes a different approach than most larger companies; the management team asks employees what training they want to take part in. McCormick says the surveys are done regularly and informally, with management team members talking with managers, assistant managers, drivers and other employees about what they want to learn in training.
32 percent of employees said access to more training and skill development would motivate them to stay with a company.
Source: Axonify, 2021 Work Experience Study
Training covers a variety of topics, depending on what the management team hears from the employees about what they want to learn. For example, the human resources team recently asked for training on how to provide better information to employees about benefit packages and how to handle certain specific workplace situations. Training is also led by different instructors, from management team members to subject matter experts to vendor partners.
The training an employee goes through is tailored to the amount of experience they come in with, and the managers decide which specific training modules they need to take.
Offer a variety of training methods. Training at McCormick Paints is also offered in different forms, including in-person, hands-on training in a store or out in the field and online training through Zoom or Microsoft Teams.
ENGAGED EMPLOYEES
Vice president Drew Denicoff says the company has also developed a robust library of training videos on Microsoft Teams with over 50 hours of training. The training segments include product training videos from vendors and suppliers and videos from the company’s staff experts on paint and sundries.
Be specific.
All employee training follows two paths, one geared toward sales representatives and the other toward store managers. Denicoff says nearly 70 percent of the content is the same across both programs. The other 30 percent is specific to that department, providing more in-depth and applicable training to those employees.
For example, the sales team takes part in specification training. Specification is a major part of the paint industry, so the company’s technical expert takes members of the sales team out in the field to train on different substrates.
“Sales team members go out on job sites and our technical expert teaches them about the different products or primers that would go on different substrates,” McCormick says. “It’s really interactive, which is how our team prefers to learn.”
Designate a training lead.
McCormick Paints is made up of several different departments, including manufacturing, retail and sales, so having a designated head of training helps keep the program organized and running efficiently.
Denicoff oversees the training programs for the company, and because he talks with trainees throughout the training process, he says he can get a good feel for if they will be a good fit at the company. He checks in to see if trainees are taking notes, passing the tests they need to and finding the answers to their questions. He also meets with store and sales managers to see how training is going from their perspective.
“I think it’s important to have one person orchestrating it, because you’re working with different departments. People fall through the cracks, and I can help prevent that by overseeing the entire process,” Denicoff says. “Being involved
in the process also helps me better tailor the training each person needs to do.”
Denicoff also follows up with employees after they complete training and asks them to provide feedback so he can continually improve and update the training programs.
“And they also know they can come to me with any questions they have after training,” Denicoff says.
Provide solid direction.
McCormick says most training sessions end with some type of action item for the employee. The action item could be a quiz or a hands-on activity to show competence and expertise in an area.
“These action items provide a way for the employees to retain more information and put into action what they’ve learned,” he says. “The action items give us a way to measure if the training is effective, the employees are learning what they need to learn and we are getting the retention we need from our team.”
One example of an action item comes from the color matching training. After an employee goes through the training, the company’s color services manager goes to the store and gives them a task to complete. If they pass, they move to a second round of training with another task or challenge, and then they move to a third round. After passing the test for the third round, the employee becomes a color matching expert and receives a certificate.
The leadership team at McCormick Paints talks with employees to find out what they want to learn.
Training Program Tips
Discover the top five components of a successful employee training program at PDRmag.com/outside-employee-development
Training also includes extensive product knowledge on the paints and accessories the stores sell.
“The action items give us a way to measure if the training is effective, the employees are learning what they need to learn and we are getting the retention we need from our team.”
Matt McCormick, McCormick Paints
Use training to build leaders. McCormick says the company believes in hiring and promoting from within the company and the store manager path of training works to develop leaders from current employees. The 12 to 14-week program provides leadership training that prepares the attendee for a management role in the company. Each week includes structured milestones trainees must attain and complete before moving onto the next stage. Store managers oversee the process and work with
the trainees throughout the program. After the completion of the program, trainees will have experienced all aspects of the McCormick Paints operation.
“When they complete the program, they have the ability to tell us what areas of the company they are interested in,” McCormick says.
“Through the program, we’re trying to show our team potential career progression and how they can grow at McCormick Paints into different roles throughout the organization.”
Choose the Right Tools
When the project calls for bagged concrete, the pros turn to Sakrete to get the job done right. That’s no small part of why retailers large and small have turned to Sakrete as their preferred concrete brand for over 85 years.
From our signature High-Strength Concrete to specialty repair mixes like Fast-Setting Cement Patcher and resurfacing mixes like Flo-Coat, Sakrete products are built on a commitment to quality, performance and superior support for our dealers and your customers.
In addition to world-class products, Sakrete also invests heavily in the tools, knowledge and resources your team needs to be successful. From national marketing campaigns designed to build brand loyalty to our extensive library of Project Pro Tips “how to” videos created to help every job go right to in-the-store training and merchandising to help your team sell concrete like pros, we’re here for our independent partners 24/7/365.
For better products, superior availability and the support your team deserves, it’s time to make the switch to Sakrete.
Learn more about the strength of Sakrete at sakrete.com/dealer
5 Tenets for Successful Training
Whether your employee development program is large or small, here are five aspects that should be a part of any training process to help your employees grow.
1 2 3 4 5
Clearly defined goals. Let employees know what they are expected to learn and take away from training.
User-friendly channels. Whether online or in-person, make the training easy to follow and engage with.
Frequent feedback. Don’t wait until the end of training to let employees know how they’re doing; provide consistent reviews so they can improve as they go.
Engaging content. Even the most dull topics can be more engaging with well-written and presented content.
Buy-in from leadership. Involve owners and managers in the training process so employees can see their leaders are engaged and believe training is important.
“Especially in today’s world, it’s harder and harder to find loyal employees, so you have to do what you can to make everyone feel like they are a valuable part of your team.”
Drew Denicoff, McCormick Paints
Gain buy-in from leadership.
If the leaders of a company are not invested in training, employees won’t see and understand the importance. President and CEO Casey McCormick personally meets with employees going through training and leads several of the training sessions.
The regional sales and store managers are also invested in the different steps of the training process, Denicoff says.
“Employees see that buy-in from leadership and it really makes a difference,” Denicoff says. “Especially
in today’s world, it’s harder and harder to find loyal employees, so you have to do what you can to make everyone feel like they are a valuable part of your team.”
Incorporate culture into training.
Denicoff admits that training is a big investment but crucial to the company’s success because it shows employees that they are valuable and important to the company. The training programs have helped with employee retention and recruitment at McCormick Paints, and have helped build a team of effective and efficient leaders who are invested in the company.
“I know the program has been enormously successful, because our people have gotten up to speed much quicker than they were before,” Denicoff says. “They tell us the program is much better, that they’re able to sell products that they otherwise wouldn’t have.”
One reason for the success is an integration of the company’s culture into all aspects of any training program. McCormick says the company’s mission is customer-centric and the company strives to serve its customers, environment and community with leadership, innovation and constant improvement.
“People drive our business and we speak to that value ad nauseum, training our employees on how they can have an impact on the organization.”
Matt McCormick, McCormick Paints
“The first milestone of the management training program is to know our company goals and core values. We want participants to understand the why behind our company and the mission of the organization, which gives them a sense of purpose,” McCormick says. “When our management team embraces our mission and values, then those principles trickle down throughout the organization.”
Employee empowerment is another key tenet of the company’s values that is achieved through training. The staff is encouraged to make decisions, not micromanaged, which is successful thanks to comprehensive training that sets up employees for success, McCormick says.
“People drive our business and we speak to that value ad nauseum, training our employees on how they can have an impact on the organization, from the littlest thought to the biggest idea,” he says. “We are people-centric from the top down.”
TRAINING TIME
McCormick Paints offers a variety of training methods, including in-person classes, videos, Zoom sessions and in-store, hands-on training.
Do you know how your business stacks up?
When you participate in the Cost of Doing Business Study, it can help you to identify future financial opportunities and set goals for your business. It’s free, easy and confidential.
Participate by June 30 to get a free copy of the study.
Sharing Advice
Read more advice from fellow independent home improvement store managers at PDRmag.com/new-manager-insights.
Example Lead by
BEST PRACTICES FOR TAKING ON A NEW MANAGER ROLE
By Lindsey Thompson
Unlike others in the home improvement industry, Michelle Skeen didn’t grow up in a paint or hardware store and didn’t have a part-time job as a teenager working for a retailer. When Skeen joined the team at South Texas Paint & Supply in Kerrville, Texas, she didn’t come in to the role with any previous home improvement experience. Instead, she brought over 30 years of experience in the salon and beauty industry.
“Being in the hair world and going over to paint wasn’t as big of a transition as I expected. That experience actually helped a lot because hair color is
so much more complex than color on a flat surface like a wall, so it’s been easier dealing with paint than with hair color,” she says. “With both, we have to live with that color choice every day, and I love being able to assist our customers to make the right choice.”
Whether you come in with managerial experience or are a rookie to leadership, moving into a managerial role can be daunting. Fortunately, the home improvement industry is full of managers, like Skeen, who are willing to share insights into leadership. Paint & Decorating Retailer shares new manager insights from Skeen and others and what they wished they knew before they started.
CROSSOVER SKILLS
Michelle Skeen has used her 30 years of salon experience in her role as manager at South Texas Paint & Supply
SKILLS
Transferring Knowledge
“You manage every business the same way, looking at margins, profits and more, the products might just look a little different.”
Michelle Skeen, South Texas Paint & Supply
Skeen joined the South Texas Paint & Supply team in June 2021 and only six months later was promoted into a management role. She was immediately able to put her managerial experience from the salon industry into practice at the paint store.
“I came in with a lot of management history,” she says. “I’ve been in management since I was 18, but this was my first time managing a paint store.”
The salon business and paint businesses aren’t too far apart, Skeen says, as both require the same business savvy. Anyone taking on a managerial role with any business experience, no matter the industry, already has part of the experience they need.
“You manage every business the same way, looking at margins, profits and more, the products might just look a little different,” Skeen says.
South Texas Paint & Supply manager Michelle Skeen applies her previous managerial experience to teach and lead her current employees.
Foundations of Leadership
NHPA offers three course options to help managers understand key concepts of leadership and personal development. Learn more at YourNHPA.org/fol
One part of Skeen’s responsibilities as manager is updating the store and creating a go-to place for contractors and DIYers for their paint needs. The current owner, Denny Foster, purchased the store in 2019 and moved the operation into a new building. Skeen and Foster are building on what is there, a small, locally owned store that has been a staple in the community for almost 50 years. The changes are working, as store sales are up nearly 39 percent over the last year.
“We’re working to update the store, which has about 2,800 square feet of space, strengthen relationships with contractors, extend our hours and more,” Skeen said.
Finding Success
For Skeen, one key to success as a manager is staying flexible. Being able to adapt has been particularly relevant in the last few years when life and the way business has been done changed dramatically; being flexible was essential to surviving and thriving.
5 Tips for New Managers
There is no lack of advice out there for new managers coming into a leadership role. Here are some of the top tips managers can use to be successful. 01 02 03 04 05
Ask for help. No matter what industry you’re in, there are people who have been in your shoes before and want to see you succeed. Reach out to them for advice.
Be patient. Give yourself grace as you learn and grow in your new role. Be sure to also extend patience to your co-workers and your own managers.
Stay positive. As a manager, you’re viewed as a leader and set the tone for your business. Have a positive attitude and set a good example for your colleagues.
Embrace conflict. It is inevitable that you’ll run into conflict during your time as manager, so learn to handle issues with patience and diplomacy.
Delegate tasks. Don’t try to go it alone or do it all by yourself. Rely on your team members to get tasks done.
GROWTH GOALS
Manager Michelle Skeen is always learning and encouraging her employees to expand their skills and knowledge.
Another characteristic a manager needs is a willingness and desire to learn. Skeen says she is always looking to develop her skills and knowledge to learn and grow. She also says it’s important to not take it personally when you don’t know the answer to every question.
“As a manager, you always need to be willing to learn and show flexibility as you’re learning,” Skeen says. “A lot of people get overwhelmed with what they don’t know, but instead need to change their perspective and be willing to learn all they can. Some people don’t love the idea of having to learn new things, but education helps you no matter what role you’re in, manager or not.”
Skeen’s favorite part of being a manager is working with the other two employees in the store and especially serving customers.
“I love color consulting and helping customers choose the colors they live with on a daily basis that turn their homes into spaces they love,” she says. “I’ve learned that people respect the manager title and really listen to my opinions and insights.”
“A lot of people get overwhelmed with what they don’t know, but instead need to change their perspective and be willing to learn all they can.”
Michelle Skeen, South Texas Paint & Supply
Discover five ways to motivate employees through positive affirmations. Scan the QR code to download the guide. More to Explore for New Managers
Learning the ins and outs of the different computer systems at the store has been the biggest challenge since becoming manager, Skeen says. She’s overcoming those challenges by absorbing as much information as she can find and learning from others. She reached out to a bigger store in Austin and shadowed that store’s staff for a couple of days and has also utilized Benjamin Moore’s online training system.
“I’m really good at working at things to figure out the right answer and work hard until I get it right,” she says. “I teach my staff as much as I can as I learn. I like to create future managers.”
Learning From the Best
The year he became manager at Bleyhl Co-op, Roman Chavez participated in the Retail Management Certification Program through the North American Hardware and Paint Association to enhance his industry knowledge and learn best practices he could use in his new managerial role.
“Learning from retail industry leaders and the other students’ experiences within their own stores was the best part of the program,” Chavez says. “There were so many perspectives shared; it made me understand that retail is infinite.”
Here are some key takeaways Chavez gained during his time in the program. Learn more about the program at YourNHPA.org/rmcp
01 | Product marketing tips.
“I discovered helpful tips for marketing products throughout the store and on social media.”
02 | Product placement and traffic flow strategy.
“I had never thought about how products are organized in a store, but RMCP showed me the psychological side of retail product placement and store layouts.”
03 | Retail finance principals.
“I now know how to positively affect our bottom line by better understanding retail finance.”
04 | Networking opportunities.
“RMCP and the networking opportunities gave me a confidence boost that I can make it in management and most importantly, that I don’t have to do it alone.”
She’s also found success thanks to the support of store owner Denny Foster.
“Hands down, Denny has been my No. 1 encourager and instrumental in my role as manager,” Skeen says. “If I don’t have an answer, he’s right there brainstorming with me helping me find an answer.”
While she’s only a few months into the role, Skeen is thinking about the future and where she would like to take the business. She hasn’t set any personal career goals yet, but is taking one day at a time.
“On the business side, I want to build security in the community, so contractors and DIYers can walk in here and know they will get the assistance they need, whether it’s a certain quantity of paint or a particular color,” she says. “We’re a smaller town and security and reliability is what it takes to thrive here.”
HERE TO HELP
Mark Lipton, an industry consultant and content creator, has over 30 years of experience in the industry and shares advice with independent retailers through his blog, podcast and vlog. He also provides consultation services for home improvement retailers.
OPERATIONS
KEY INSIGHTS Q&A
Q&A WITH INDUSTRY EXPERT MARK LIPTON
BY CARLY FRODERMAN
The North American Hardware and Paint Association (NHPA) provides industry insights from Mark Lipton, a thought leader in the independent paint and hardware retailing channels. As a former independent paint retailer, Lipton shares his thoughts on the industry today. He also talks about his history of writing and creating content through his blog, podcast and vlog, and shares about the consultation services he provides to the industry. Read on to receive a sneak peak of episode 60 of the “Taking Care of Business” podcast, hosted by Dan Tratensek, chief operating officer and publisher of NHPA.
North American Hardware and Paint Association (NHPA): Tell us about your background in the home improvement industry.
Mark Lipton (ML): My great grandmother started my family’s first independent paint store, Tremont Paint, in 1907. It was passed down through our family, and I started full time in 1988. While working full time, I also worked as a consultant and an advocate for independent retailers. I wrote in industry magazines on topics like education, how to run your business efficiently, advocacy and how dealers can develop relationships with their manufacturers or other people in the industry. In 2019, I sold the business because I didn’t have any other Liptons behind me to hand the
Listen and Learn
business off to, but I’ve remained engaged in the business through my “Mark My Words” podcast, which discusses content geared toward independent paint retailers.
NHPA: What do you miss most about being in the family business and running a retail operation?
ML: Well, some of my closest friends were my customers, employees and the people in the paint industry, and I saw them often. Now I work in my house, and I don’t get to interact with those people. I miss that interaction a lot, and not being in a paint store makes it challenging to come up with ideas for my blog that would be interesting for a paint dealer.
Catch up on the “Taking Care of Business” podcast, hosted by NHPA chief operating officer and publisher Dan Tratensek, at YourNHPA.org/tcb-pod
NHPA: What are your thoughts on what’s happened in the last 24 months and how it has affected the industry?
ML: I’ve done a lot of writing over the course of my life about crisis management. It’s an area where I’ve had a fair amount of experience and even some expertise and training. Part of me looks at what’s happened in the last 24 months and makes me think I really could have excelled because I know how to manage a crisis. But, I’m also glad that I haven’t had to deal with COVID-19, and every paint dealer I know has worked so hard in the last two years. They deserve the success and growth they have received.
NHPA: What are some of the challenges right now that are at the top of the list for these independent paint dealers?
ML: There are two challenges that come to mind right away. The biggest problem I have found
is that retailers are having trouble finding good help. The dealers that I’m speaking with are all telling the same story. They’re having problems finding people to hire, and they’re looking for advice on how to attract new employees and how to keep the people that they do have. I had a really interesting conversation the other day with a dealer who was telling me that he’s increased the starting pay so much to try to get people to work for him, he’s now concerned about the spread between what his new hires make and what his more experienced people make. The other problem that retailers are dealing with is the stability of supply. Most of the dealers that I’m talking to are struggling and spending a lot of time every day buying products; they’re spending an hour trying to get their hands on something when they used to put it on a purchase order and it showed up the next day.
TAKING CARE OF
Dan Tratensek, NHPA chief operating officer and publisher, hosts the “Taking Care of Business” podcast.
BUSINESS
Did You Miss These Episodes?
The “Taking Care of Business” podcast, hosted by NHPA chief operating officer and publisher Dan Tratensek, features a variety of guests, including high-profile retailers, industry experts and wholesaler executives, to understand trends, challenges and opportunities facing the independent home improvement channel today.
EPISODE 61
NHPA Top Guns
Listen to the panel discussion from the NHPA All-Industry Conference featuring the 2022 NHPA Top Guns Award winners. These innovative retailers discuss their strategies and plans for growth and what it takes to compete as an independent.
EPISODE 56
Gary Pittsford
In this episode, we welcome back Gary Pittsford of Castle Valuation, a Division of Creative Planning. Dan and Gary discuss what has changed since the start of the pandemic for business owners and how a surge in sales has impacted everything from business valuations to retirement planning and more.
EPISODE 54
E-Commerce & Product Data Strategies
We talk to Grant Morrow and Stephanie Lee who head up Orgill’s e-commerce and product data programs to get insights into how independent retailers are building their omnichannel presence.
On this episode, Melanie Moul talks to Sarah Kalloch, executive director of the Good Jobs Institute, to learn more about the strategies companies can implement to become employers of choice in their communities.
The interesting thing about supply chain issues is that customers are becoming more comfortable with the idea of substitution. In the past, when a customer would never have tried a different product, they’re now very willing to. That’s good news for the dealers because they’re able to keep their businesses growing and supply that customer, but it also puts a lot of pressure on the dealer to find suitable replacement products. Most dealers in this country are still on the smaller side, and they’re all doing their own purchasing. This supply issue has made it necessary for retailers to start sourcing materials differently and has put a tremendous strain on them.
NHPA: What opportunities are you seeing right now for independent paint dealers and home improvement in general?
ML: There are a lot of opportunities for dealers right now, more so than usual, because most of
Listen to more from Lipton on Episode 60 of the “Taking Care of Business” podcast.
them have the money to fund expansion. The biggest opportunity I see is expansion into two areas. One is store count; a lot of dealers I know right now are trying to hire as many people as they can so that they can increase their store count. The other opportunity is expansion within the stores themselves. This means looking at adding aspects of the industrial business or the wallpaper and window treatment business to a store that primarily focuses on commercial business. There are a lot of dealers that came into the industry recently that had just one focus; now they have the opportunity to look at all of these other aspects of the industry that they can add to their operation, and I think a lot of them are doing that. My opinion is that when things settle down and we get back to normalcy, this channel is going to be significantly bigger in terms of dollar volume and the players who are left are going to be significantly stronger.
EPISODE 52 Sarah Kalloch
RETAILER PROFILE
ELEVATED SERVICE
MOUNTAIN COLORS PAINT STORE SERVES CHIC MOUNTAIN COMMUNITY
By Lindsey Thompson
Decorating Distinctions
See how another paint retailer serves a wealthy community with high-end paint and decorating products and services. Learn more at PDRmag.com/debsan-decorating-store
Born from a need for a local place to buy paint, Mountain Colors Paint Store in Crested Butte, Colorado, has grown into a full-service paint, hardware and lighting operation that serves its community with high-end products. The store opened in 1994, and current owner Kim Raines purchased the business in 2006 from the original founder, who was also her boss at the time. Raines started working at the store in 2004, a gig that began as a summer job and evolved into a calling that allowed her to keep her creativity alive.
“The design aspect of this business challenges me daily as I try to stay on top of new and upcoming products and design trends,” she says. “And the small business aspect of this industry challenges me in a whole different way as I try to stay competitive, reliable and profitable in the building industry.”
Raines says the store opened before consumers had access to buying products online, so when residents needed paint or other building supplies, they had to drive to the closest big-box store over 90 miles away or into Denver, a four-hour one-way trip in good weather. The store grew quickly as more people moved into the area, building new homes and remodeling older ones.
Since Raines took over, sales have grown substantially each year, leading her to divide the company’s building into two separate areas running side by side. One space focuses on paint and the other caters to lighting, door hardware and bathroom and home accessories.
Hiring and training an employee to be knowledgeable in the paint department and then training them to sell lighting from over 60 brands and take care of complex door orders became too complicated and timely, she says. Raines runs the hardware and lighting space by herself and hired three employees to run the paint side.
“I hung up my paint making pants, although I sometimes hop in and help the team when they are swamped. I hired amazing team members to run the paint store so I could focus on lighting and hardware sales, which are my passion,” Raines says.
Professional painters and contractors are 85 percent of the operation’s customer base and DIYers make up 15 percent. Dividing the store into two separate spaces has allowed Raines to provide a higher level of personalized service to all of her customers.
“We have a core crew of great painters and contractors who support our business,” she says. “All of my staff members are trained colorists and we love helping customers make their paint ideas a reality.”
Bringing a Boutique Feel
Mountain Colors Paint Store serves high-end clientele with expensive homes, so Raines transformed the store into a boutique experience to appeal to local customers. In 2016, the store underwent an extensive floor-to-ceiling remodel to improve the look and feel. Raines says her inspiration came after looking into the windows of a neighborhood paint store in Manhattan.
“I loved that the Chelsea paint store didn’t look like a paint store and looked nothing like what we currently had,” she says. “We did everything possible to make our store match our high-end clientele.”
“All of my staff members are trained colorists and we love helping customers make their paint ideas a reality.”
Kim Raines, Mountain Colors Paint Store
Because the paint store occupies just 1,700 square feet, Raines uses basic, traditional merchandising to keep the store organized by product and use, so customers can easily shop without having to ask where items are located. Raines says it takes a lot of magic to keep the items customers need in stock and well-organized in the small store, and she’s found simple and clean is the best option. Commercial space comes at a premium in Crested Butte, but Raines hopes to eventually move the hardware and lighting shop into a new space to give both sides of the business more room to grow.
The boutique feel flows into the marketing Raines does for the business as well. The company has an aesthetic and informative website and utilizes social media to share design inspiration.
“I post pictures of beautiful houses and our surroundings daily on Instagram to inspire and share our company with clients who are moving here and might not have heard of us yet,” Raines says. “But word of mouth is our most important form of advertising.”
Exciting Exteriors
See how two paint retailers refreshed their exterior spaces to attract more customers at PDRmag.com/store-exteriors
“We live in a beautiful area and keeping it beautiful is important to us. Thankfully, the industry has been making massive improvements in their products to be more eco-friendly.”
Kim Raines, Mountain Colors Paint Store
The Importance of Products
Because the store is small, Raines is strategic in the products she carries, taking into account her customers’ needs, the local environment and trends in the industry.
Crested Butte sits at 8,885 feet above sea level in a dry desert with harsh weather, including extreme sun and low moisture that can dry and damage wood quickly. Products that work at lower elevations and different climates often
don’t work for the store’s clients, so she is continually bringing in and testing new products. Mountain Colors also carries several lines of eco-friendly products.
“We believe we have found the products that work best here, but we are always looking for better products that last longer, work better and give our customers a better bang for their buck,” she says.
“We live in a beautiful area and keeping it beautiful is important to us. Thankfully, the industry has been making massive improvements in their products to be more eco-friendly.”
Like many other home improvement retailers, sales soared during the pandemic even with fewer products available. Raines says she weathered the supply chain issues by ordering the products she could and encouraging homeowners and contractors to be flexible on their product choices.
Mountain Colors Paint Store takes a personalized approach to serving customers, offering several different methods for customers to submit orders. Raines added a shop cell phone so customers can send pictures of paint or stain they need mixed or photos of other products they want to pick up. Customers text a photo of the lid that shows their name and job and the count they need, and the staff replies with a timeline for pickup based on their current workload.
Owner Kim Raines loves all kinds of design, but has a passion for lighting and hardware and runs a design shop that complements the paint store.
BRIGHT DESIGN
A FAMILY FEEL
Having photos of exactly what customers need helps eliminate mistakes and get customers what they need. Raines says they encourage all customers to order this way when they have simple orders or need a reorder of a product. The cell phone also allows customers to submit orders when the employees are busy helping other customers in the store or over the landline.
Along with computer records, the staff keeps every paint and stain they make on file for 10 years on index cards so they can see the actual color.
“We also make sure everything matches gallon to gallon before it leaves the shop to catch batch, human and colorant issues before a customer puts it on the wall,” Raines says. “We don’t catch them all unfortunately, but I do believe this method helps catch a majority of issues before they become big, expensive problems.”
Adding another level of customer service, Raines has put together a referral list of local painters, designers and contractors who she knows and trusts who customers can use for their projects. She shares the list on the store’s website and with any customers looking for recommendations.
Crafting a Culture of Family
Raines owes much of the success of her operation to her employees, who she says are like family to her and who she trusts to run the paint side of the business while she handles the hardware and lighting side.
Raines says she and her staff have always worked hard and had fun, but the pandemic changed the way they approach workloads. When the store opened to in-person shopping but with limited hours, the staff found they were able to work efficiently and do the
same amount of volume during a seven-hour workday compared to the normal nine to 10 hours the store was open each day. Raines says there was also less sitting around. Raines made the shorter hours permanent and increased her employee’s hourly wage so they felt less of a need to work more hours to earn more money.
“These adjustments have helped employee morale drastically,” she says. “We have had more time to enjoy our life outside of work, taking part in our hobbies and spending more time with friends and family. We have been trying to work to live, not live to work.”
The staff focuses on its relationships with contractors and builders and strives to get those customers the products they need to keep working even when the store is not open. Customers have different options, like the store cell phone, to reach the team after hours, so Raines feels like they are still there for their customers, new and existing, even with shorter hours.
“I have high expectations of my team and they rise to those goals,” she says. “We get time off to play, as long as they show up with a great attitude and crank out the orders.”
Along with investing in her operation and employees, Raines stays involved in the community, donating to several organizations that are near and dear to her heart. She works yearly with each of those organization’s executive directors to be sure her donations work for them when they need them.
“Our customers are our neighbors and fellow community members and we want to give back to them to show our appreciation,” she says. “While I don’t have a lot of time to donate, I hope my monetary donations go far in helping the organizations and community I love.”
The employees at Mountain Colors Paint Store work hard but also have fun on the job and consider each other family.
CATEGORY FOCUS
Primed to Paint
LPAINT APPLICATOR BEST PRACTICES FROM A RETAILER AND CONTRACTOR
BY CARLY FRODERMAN
ee Smith, owner of Geyser Painting, a high-end painting company in Broomfield, Colorado, is a long-time customer of Northside Paint, located close by in Westminster, Colorado. Smith has been painting for over 30 years and relies on the expertise at Northside, which is owned and operated by Kevin Haskins. The store has been serving the community for 35 years, and Haskins has been at the helm since purchasing the 4,400-square-foot business from his father in 2017.
Paint & Decorating Retailer spoke with Haskins and Smith to gain professional insight into the paint applicator category.
TRENDS
2022 Trends
Stay up to date with paint and applicator trends at PDRmag.com/applicator-trends
Read Retailer Recommendations
Secure Samples
Asking your sales representatives for samples and handing them out to professional customers to garner feedback can give you valuable insight on new products you know your customers will like, Haskins says. This method builds relationships between you and your customers and helps you discover quality products.
Product Selection
Haskins says contractors are focused on two things: Getting the most for their money and convenience. At Northside Paint, contractors invest in high-quality, higher-priced brushes because they are easier to clean and last longer. However, for another level of convenience, Haskins’ customers also purchase mid-price microfiber roller covers they throw away after each job.
Calibrate to Contractors
Angled Contractor Paint Brush
Proform Technologies
proformtech.com
“I don’t want to have to wait an hour and a half in a store to get my product; customer service means a lot to me and Northside Paint always takes care of me.”
Lee Smith, Geyser Painting
“This is my No. 1 brush of choice for trim and the insid dows because it is so soft,” Smith s proved it recently, and it no hrogh 20 applications. Kevi day, and it was gr else.”
No. 1 brush of choice for trim and the inside of windows Smith says. “They’ve improved it now lasts through 10 to Kevin had me try it out one great. I would never use anything else.”
Microlon Cage
Work Tools | whizzroller
Roller
whizzrollers.com
cover material,
“Microfiber is the only roller co material, other than expensive lambswool, that doesn’t leave hairs,” Smith says. “Washing roller covers is a nightmare, and this product makes it affordable for me to toss them after use while still maintaining high-quality results.”
TIPS FROM KEVIN HASKINS
TIPS FROM LEE SMITH
Outdoor Upkeep
Discover tips for selling exterior wood care projects at PDRmag.com/exterior-wood
UPDATES
CONSUMERS FOCUS ON OUTDOOR HOME IMPROVEMENT PROJECTS IN 2022
According to Axiom’s 2022 Outdoor Home Improvement Market Insights survey, 60 percent of respondents say they are now ready to focus more on outdoor projects because they completed major interior home improvements or projects during COVID-19 lockdowns. Of those respondents, 48 percent are likely to spend $1,000 to $5,000 on their outdoor home improvement projects in 2022.
Overall Motivations for Outdoor Projects
50% of Gen X is motivated by wanting something for their home or yard
42-57 Gen Xers
42.6%
Sources: 2022 Outdoor Home Improvement Market Insights survey, Axiom; Pew Research Center.
40.6% of baby boomers are motivated by routine maintenance.
Boomers
of millennials are motivated by want to increase home value RESEARCH
Project Planning
Gain more insight into 2022 outdoor home improvement projects at PDRmag.com/outdoor-projects.
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RESOURCES
Stay in Compliance
NHPA has partnered with a trusted name in compliance training, JJ Keller & Associates Inc., to offer HR compliance and workplace safety training. Learn more at YourNHPA.org/qr-jjkeller
Creative Coaching
3 OUTSIDE-THE-BOX WAYS TO DEVELOP YOUR EMPLOYEES
WHEN IT COMES TO TRAINING your employees, there is more than one right way to reach your development goals. Employees learn and absorb information in a variety of methods, and while you cannot accommodate everyone’s individual needs, offering different training options along with traditional learning allows you to meet the needs of most.
Mentorships
Assign employees a more experienced employee as a mentor to walk that employee through training and development. Mentorships create connections between employees that strengthen your team and company culture and give employees a stake in your operation’s success.
Online Training
Some positions require hands-on, in-person training, but there are other parts of a job that can be taught through online courses. Offering online training allows an employee to complete training anywhere and easily fit in training between other job duties.
Stretch Assignments
To develop and train employees for a promotion or higher role, consider using stretch assignments. With these assignments, an employee is given duties beyond their current job role to give them real-life experience in a higher position while still under supervision.
Source: Society for Human Resources Management, Development Employees Toolkit
