A Legacy of Connection
Creating Consistency Through SOPs
Millwick Paint & Wallpaper Creates Space for Customers and Community Page 14
Page 18
Put Applicators Where the Conversations Happen Page 34
Check out what’s new with FrogTape® Page 21
A Legacy of Connection
Creating Consistency Through SOPs
Millwick Paint & Wallpaper Creates Space for Customers and Community Page 14
Page 18
Put Applicators Where the Conversations Happen Page 34
Check out what’s new with FrogTape® Page 21
OPENING DOORS TO INSPIRATION
Gel Stain
• Excellent adhesion to fiberglass and previously finished surfaces
• Concentrated to achieve beautiful, bold color
• Easy one coat application for a variety of projects
• Perfect for previously finished surfaces like cabinets and vertical surfaces
• Achieve intense, uniform color in a single application
• Use on floors, trim, interior doors, cabinets, furniture, and general woodworking
• Highly pigmented, thick oil-based stain
• Available in 22 popular trend colors
HEADQUARTERS
1025 E. 54th St. Indianapolis, Indiana 317-275-9400
NHPA@YourNHPA.org YourNHPA.org
COMMUNICATIONS
Lindsey Thompson lthompson@YourNHPA.org Managing Editor
Austin Vance avance@YourNHPA.org Manager of Marketing & Partner Relations
Jacob Musselman jmusselman@YourNHPA.org News & Digital Editor
Annie Palmer apalmer@YourNHPA.org Content Development Coordinator
Autumn Ricketts Lead Graphic Designer
Olivia Shroyer Marketing & Design Specialist
Samantha Mitchell Production & Design Assistant
Freda Creech Sales & Production Assistant
ASSOCIATION PROGRAMS
800-772-4424 | NHPA@YourNHPA.org
Jesse Carleton jcarleton@YourNHPA.org Training Manager & Editor
Renee Changnon rchangnon@YourNHPA.org Membership Manager
Amy Hayes Operations Coordinator—Advanced Education & Training
SALES
Greg Cole
317-775-2206 | gcole@YourNHPA.org National Sales Manager
Jordan Rice
217-808-1641 | jrice@YourNHPA.org Regional Sales Director
CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES
CIRCULATION DIRECTOR
Richard Jarrett, 314-432-7511, Fax: 314-432-7665
gcscs8@gmail.com
Cost of Doing Business Study
OUR MISSION
The North American Hardware and Paint Association (NHPA) helps independent home improvement, paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.
Where People Meet Processes
In the July issue of Paint & Decorating Retailer, take a closer look at best practices for implementing new strategies for returns or refining your operation’s existing returns policy. Hear from retailers who share how their effective return policies have mitigated return fraud, improved customer loyalty and made employees’ jobs easier.
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, 2024.
NHPA EXECUTIVE STAFF
Bob Cutter President & CEO
Dan Tratensek
Chief Operating Officer
David Gowan
Chief Financial Officer & Executive Vice President, Business Services
Scott Wright Vice President of Content Development & Publisher
NHPA BOARD OF DIRECTORS
CHAIRMAN OF THE BOARD
Ned Green, Weider’s Paint & Hardware, Rochester, New York
EXECUTIVE VICE CHAIRMAN
Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia DIRECTORS
Alesia Anderson, Handy Ace Hardware, Tucker, Georgia
Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri
Ash Ebbo, Clement’s Paint, Austin, Texas Christian Herrick, Randy’s Do it Best Hardware, Jackson, Virginia
Michelle Meny, Meny’s True Value, Jasper, Indiana
Michael Sacks, FLC Holdings, LaGrange, Texas
SECRETARY-TREASURER
Bob Cutter, NHPA President & CEO
NHPA CANADA
EXECUTIVE ASSISTANT
Rebekah Doerksen Supply-Build Canada
Direct: 204.953.1692 | Cell: 204.990.3536 Toll-Free: 1.800.661.0253 ext. 103 102-226
Turn Financial Data Into Competitive Advantage
For more than a century, independent retailers have turned to the Cost of Doing Business Study to see how their financials compare to others in the industry. By participating, you’ll get access to exclusive insights that can help you benchmark performance, uncover growth opportunities and improve your bottom line.
Here, You’re Family
Millwick Paint & Wallpaper has grown from its humble beginnings into a cherished local business thanks to a unique environment where customers and employees alike feel like family.
18 OPERATIONS
Don’t Leave it to Chance By making the creation of standard operating procedures (SOPs) a priority, you can bring cohesion to your operation and provide consistency for employees to do their jobs well.
Stay
on Top of the Hot Topics
The 2025 Independent Home Improvement Conference will feature an exciting lineup of educational sessions covering hot topics independent retailers are facing in this dynamic and ever-changing market.
Applicator Advantage
PROFILE
Geared Up to Serve
This month’s Helmets to Home Improvement honoree James Kleinman, paint retailer and U.S. Navy veteran, shares how his aptitude and love for all things mechanical served him in the military and during his time in the paint industry.
Leverage HIRI insights to time promotions, guide DIY and DIFM shoppers and optimize your paint applicator offerings for maximum sales impact. 34
CATEGORY FOCUS
Brush on More Sales
Learn from two retailers who turn brushes and rollers into high-margin sales with smart placement, staff training and tiered product selection. 26
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Patrick Smith, President | Regal Paint Centers
CONNECTIONS
How to Reach Dan Dan
dant@YourNHPA.org
Tratensek
FROM THE ASSOCIATION
Charting a Course for Growth
WHEN RUDYARD KIPLING passed on his famous poetic advice to help boys grow into men, his first line read, “If you can keep your head about you when all others are losing theirs…”
I like to think there is a reason his poem starts with this admonishment as a gateway to his other thoughts. Simply put, the ability to deal with whatever situation is thrown at you in a calm and reasonable way is the key to overcoming just about any challenge you might face.
I also seriously doubt that Kipling was thinking about trade wars, tariffs or commodity pricing when he penned these lines, but on the same hand, I think the situation being faced isn’t the point. The point is to avoid panic, overcompensation, rash decisions or irrational actions in ANY situation.
Because I am nowhere near the wordsmith Kipling is, I simply stole his words to start my column because they succinctly capture the message I wanted to convey.
Over the past five years, using the word “unprecedented” has become cliche. From the pandemic to supply shortages to shifting market demands, we have plainly seen many changes we might never have expected.
Now, as the headlines constantly remind us of all the difficulties that global tariffs might create for the buying and selling of goods, the most salient advice I can pass along to retailers is to keep your heads while those around you are losing theirs.
“Being prepared for more changes, even if they don’t manifest, is never a bad policy.”
How do you deal with wild pricing fluctuations? How do you prepare for potential product shortages? How do you know how to buy products and price them?
Step 1: Stay calm. Step 2: Have a plan. Step 3: Execute that plan. Step 4: Adjust where necessary. This same process applies to addressing any issue you might face, but as it relates to tariffs, I will add some more specific advice.
Use the time we have before we really start feeling the impacts of tariffs to work closely with your distributor and your suppliers. Contact your key vendors. Schedule a meeting with your distributor’s sales representative or merchandising representative. Set up a plan for how you can communicate with them and how you can best receive information about potential price changes, shortages or buying opportunities.
Don’t just blindly buy items out of irrational fear that prices will certainly go up. Make sound promotional buying decisions with information you gather from your partners.
Have a system in place to process price changes in an orderly manner with the realization that the volume of price changes will likely increase. Being prepared for more changes, even if they don’t manifest, is never a bad policy.
Lastly, have a plan to communicate with your customers, your internal team and your suppliers about any price changes or potential shortages. Nothing will upset customers today more than thinking you are taking advantage of tariffs as an opportunity to raise prices. Even if you aren’t doing this, irrational fluctuations might send this signal.
We undoubtedly have a lot of potential challenges to navigate in the coming months as we sort through this global economic crisis, but having a plan can certainly calm the uncertainty and help you “keep your head.”
Dan M. Tratensek Chief Operating Officer
THE BEST PAINT JOBS START WITH
CONNECTIONS
How to Reach Scott swright@YourNHPA.org Scott Wright
FROM THE PUBLISHER
Broadening Your Horizons
OF THE MANY DIFFERENT responsibilities a trade association like the North American Hardware and Paint Association (NHPA) provides to its constituency, arguably the most important thing we do is associate. It sounds simple—we are a trade association after all. This might be news to those of you who just know us as the publishers of Hardware Retailing and Paint and Decorating Retailer media brands, but these titles are owned by NHPA and have been in existence in one form or another for the past 125 years.
The other two pillars of NHPA include the education and training programs we provide and the advocacy initiatives we facilitate to promote our segment of the industry to the entire channel, and at times to the general public. But it’s when we “associate” that the real magic happens, and it happens best when independents from various affiliations assemble to learn together and learn from each other.
This is one of the key takeaways we have learned facilitating educational programs, moderating roundtables and hosting industrywide events. These programs bring together retailers from all different affiliations and banners. Most distributors, co-ops and wholesalers also embrace the spirit of making the industry stronger and more viable through their sponsorship and support of these industrywide programs and gatherings.
“It’s when we associate that the real magic happens, and it happens best when independents from various affiliations assemble to learn together and learn from each other.”
But it’s the retailers themselves who embrace it the most. They know the real competition isn’t the other independent across town flying a different banner. They know it’s Home Depot, Lowe’s, Menards, Sherwin-Williams, Amazon and other online e-tailers that continue to erode their market share. We discuss it in almost every roundtable meeting and class session we host.
You’ll see the fruits of “association” in this issue, starting on Page 18, where you’ll learn from four managers at PaulB Hardware, based in Lititz, Pennsylvania, who take us on a journey through their process of developing standard operating procedures (SOPs). These are the basic building blocks of retail excellence that, when customized, can work in any type or size of retail location, including paint and decorating stores.
Three of the managers featured in the article attended NHPA’s Retail Management Certification Program, where they learned the power of gathering, learning together and sharing best practices.
If you want to experience associating at its finest, the 2025 Retail Management Certification Program class starts July 22 (YourNHPA.org/rmcp), and there is still time to enroll yourself or a key person from your business who needs to broaden their retail horizons. I also want to invite you to attend the 2025 Independent Home Improvement Conference (IHIConference.org) next month in Orlando, where independents of all affiliations will gather to learn fresh new ways to innovate and strengthen their business from industry peers and experts.
While the independent channel seems to be at a crossroads, with consolidation and a fight for the independent’s market share at an all-time high, it’s good to know that retailers I speak with are mostly just looking for the next great idea that will help them continue to succeed in these challenging times. Great ideas flourish when we come together as one industry to learn.
Scott Wright Vice President of Content Development and Publisher
Benchmark Your Business
Take part in the Cost of Doing Business Study to see how your business stacks up. Learn more at YourNHPA.org/codb
Meet Jim
Jim Robisch has been working in the home improvement channel for over 40 years. He is retired from The Farnsworth Group, where he was a senior partner and adviser focusing on retail research and consulting. He directed retailer and wholesaler services activities for the firm, including customer intelligence, brand image and positioning, market expansion, customer satisfaction, growth and strategic planning. Jim has worked with more than 1,000 independent retailers and over 50 of the top industry chains and the largest wholesale groups. He has evaluated over 1,000 trading areas and visited over 10,000 stores. In retirement, Jim remains active with consulting work and serving on numerous industry and nonindustry advisory boards.
Go Beyond Exceptional
Some retailers are exceptionally more successful than others. They are masterful at their strategic planning, operational execution, product assorting, marketing and communications. Further, truly exceptional retailers do things that clearly distinguish their value in their markets. These things make them stand out above their competitors and make them the first choice for customers.
These retailers develop and provide uniqueness. They give their customers something special not available from other sources. These great retailers know and understand their customers and do things to excite their customers.
Retail evolution has produced this tendency to move toward sameness. Stores are scaling for “optimal” efficiency. However, retailers need to be cautious to not let this sameness cause them to lose their personality. Personality is the essence of an independent brand. It’s what lives in the minds of your customers. It’s who you are, and it sets your store apart from the homogeneous group of store types in your retail sector. Store programs are great for assisting independents with their brand management. They check the boxes of things that have been identified as important to your customers. Store programs also allow for better alignment of your brand’s offerings with your customers. This is what I like to call “addictive excitement.” This is where you can clearly differentiate who you are. Here, the sky’s the limit. Opportunities abound. Often, the crazier, the better.
Talk to your customers. They’ll tell you what really excites them and what you most need to know. Talk to your team. Your team is on the frontline every day. Talk to customers who you have lost and others who don’t shop with you. Talk to fellow retailers who have wild and crazy ideas that are working for them. There is no shortage of inspiration here. I’m most partial to direct customer feedback. Decisions based on the voices of your customers are critical in crafting your uniqueness and separating your brand from others.
A final component to being exceptional that cannot be overlooked is the entrepreneurial passion that is a key part of being an exceptional retailer. While hard to define, it’s that burning inside of you. It’s that thing that you think just has to be a part of what you are and must be a part of your brand. Yes, it has to be relevantly associated with your customers’ wants and needs, but it’s also something different and unique. It’s something that can set you apart in this over-retailed world. After all, one size doesn’t always fit all.
Till next time.
Jim Robisch Senior Partner & Adviser, Ret.
Group
OPERATION S
Embrace Technology to Enhance Loyalty
Build stronger customer ties using digital loyalty tools. Learn more at PDRmag.com/customer-loyalty
Loyalty EVOLUTION
Key Findings From Deloitte’s Latest Loyalty Survey
UNDERSTANDING consumer behaviors and preferences is crucial for driving a valuable loyalty program. When offering financial rewards, consumers look for personalized, flexible and digital-centric loyalty programs. Adapting your
store’s loyalty program to shift with customer preferences is essential for keeping programs valuable for the consumer and your company and insights from Deloitte’s 2024 Consumer Loyalty Survey can guide your strategy.
Younger Consumers Place a Greater Value on Digital Experience
of respondents rate financial rewards and simplicity as important or very important.
Source: 2024 Consumer Loyalty Survey, Deloitte
of Gen Z and millennial consumers say a high-quality digital experience is essential for loyalty programs.
are not satisfied with the customized and targeted experiences currently offered.
Best of the Best
Get an inside look at the 2025 Retailers’ Choice Awards at the National Hardware Show at PDRmag.com/retailers-choice
2025 Retailers’ Choice Awards
NEW INNOVATIONS FOR YEAR-ROUND PRODUCT MIXES
For the past 59 years, the Retailers’ Choice Awards, presented by the North American Hardware and Paint Association, have highlighted the best products on display at the National Hardware Show. The Retailers’ Choice Awards differ from most award programs as the judges’ panel is exclusively independent home improvement retailers who know best what sells in the channel. The judges walk the show floor looking for
those products they feel would be best-selling options in any independent operation.
On the following pages, discover the paint and decorating products retailers felt had the most potential to excite customers and boost sales in their operation. Read full product descriptions and learn more about each winning product at PDRmag.com/retailers-choice-2025
This year’s panel included:
• Jared Brown, Aubuchon Hardware
• Neal DeLowery, Aubuchon Hardware
• Joel Pletch, Walkerton Home Hardware
• Eddie Grundy, Carthage Hardware
• Christian Herrick, Randy’s Do it Best
• Jay Enberg, Busy Beaver Building Centers
Feels Like Family
Toronto Paint Store Owner Fosters a Welcoming Atmosphere
BY ANNIE PALMER
In the heart of Toronto, Millwick Paint & Wallpaper stands as a testament to the enduring power of dedication, quality and community. Under the stewardship of owner Vince Fera, the operation has evolved from a modest paint shop into a cornerstone of the local home improvement landscape. With a rich history, a commitment to exceptional service and a visionary outlook, Millwick Paint & Wallpaper has built a legacy on craftsmanship and connection.
The Millwick Paint & Wallpaper team works together like family, led by owner Vince Fera (third from left).
OPERATIONS
The Secret Sauce to Customer Service
Learn a successful formula to improve customer service in your operation from entrepreneur Arthur Greeno at PDRmag.com/secret-sauce
The Little Store That Grew
Millwick Paint & Wallpaper’s story began in 1984, when Vince took a job as the store’s first employee when he was just 15 years old. What started as a part-time role for a teenager became a lifelong passion.
“I fell in love with the industry,” Vince says. “The store was small, but it had potential, and I wanted to be part of its growth.”
Vince’s commitment paid off. By age 25, he owned a 25% stake in the business, increasing to 50% by age 32. In 2008, after 24 years of partnership with the original owner, Vince became the sole proprietor. His vision for expansion took shape in 2010, when the store doubled in size by incorporating the neighboring building. By 2020, Vince purchased that property outright, cementing Millwick’s presence as a local institution.
This growth inspired the store’s slogan: “The Little Store That GREW, Thanks to YOU,” which is a nod to the loyal customers who have fueled Millwick’s success over four decades. As the store approaches its 41st anniversary, Vince reflects on the journey with pride.
“We’ve come a long way from that small shop,” he says. “Every milestone is a reminder of our customers’ trust and our team’s hard work.”
A Close-Knit Team
At the heart of Millwick’s success is its tight-knit team, led by Vince and anchored by key members Nestor, Dino Atzori and Juan Carlos Contreras Balderas. Each brings expertise and a shared commitment to the store’s values: humility, collaboration and service.
“Our team is about collaboration,” Vince says. “There is no kind of a boss—we’re all people on the same playing field. Everyone helps everyone and no one feels more superior than others; it’s a team.”
For Vince, working hard, being kind and staying humble are the guiding principles of the business.
“Those values shape everything we do,” he says. “They’re what make this team special.”
This philosophy extends to the hiring process, where Vince entrusts his team with interviewing candidates.
“They know what it takes to fit in here,” he says. “We look for sincerity, a strong work ethic and a team-oriented mindset. The result is a cohesive group that operates with mutual respect and shared purpose, creating a workplace where everyone thrives.”
Nestor, Dino and Carlos all embody these ideals, Vince says.
The Millwick Paint & Wallpaper store features unique offerings, like its fully-functioning, complimentary coffee bar for customers.
Community Hub
“Nestor’s meticulous attention to detail ensures flawless color matching, while Dino’s knack for customer rapport makes every visitor feel valued. Carlos, with his deep knowledge of products, guides clients through complex projects with ease,” Vince says. “Together, they form the backbone of Millwick’s operations, delivering the personalized service that keeps customers coming back.”
A Home for Customers
What sets Millwick Paint & Wallpaper apart is its ability to blend professional expertise with a welcoming, almost familial atmosphere. The store offers an extensive selection of premium paints, stains and specialty products, as well as wallpaper, spray equipment and painting accessories. Services like custom color matching, stain customization and wallpaper installation ensure customers receive tailored solutions for their specific projects.
It’s the store’s unique character that truly distinguishes it and creates an environment that is functional and memorable. Stepping into Millwick feels like entering a space designed with intention. The store’s interior pays homage to Toronto’s vibrant hockey culture, with a glass-enclosed paint workstation modeled after a hockey penalty box.
“Hockey is in our blood here,” Vince says. “We wanted the store to reflect the energy of our city.”
On one wall hang the first two hammers Vince purchased at 15, a symbol of his lifelong dedication. A state-of-the-art elevator system streamlines operations, transporting large orders from the basement to the parking lot for seamless customer pickups.
Perhaps the store’s most distinctive feature is The Customers Lounge, an on-site espresso bar offering complimentary coffee, tea and hot chocolate for the young, as well as biscotti and pastries to customers. Staffed by Vince and his team, the lounge is open six days a week during store hours.
“It’s about starting the day right,” Vince explains. “Contractors grab a coffee in the morning and homeowners relax while browsing wallpaper. It’s a small gesture that makes a big difference.”
A Community Focus
Millwick’s impact extends beyond its walls, deeply rooted in the Toronto community. Vince’s dedication to giving back is evident in the store’s initiatives, from delivering paint to senior citizens to supporting local churches with project supplies. During the holidays, the team distributes food to underprivileged families, a tradition that reflects their gratitude for the community’s support.
“Every customer, every project, every cup of coffee poured in the lounge—it all matters. This is our story, and we’re honored to share it.”
—Vince Fera, Millwick Paint & Wallpaper
“We’ve been blessed with so much, and we are so grateful,” Vince says. “It’s our responsibility to share that with others.”
Annual events, like inviting local church members to enjoy coffee at The Customers Lounge, foster connection and celebrate the store’s role as a community hub. These efforts have transformed a once-abandoned building into a vibrant space that locals cherish.
As Millwick Paint & Wallpaper looks ahead, Vince’s vision is clear: to continue evolving while staying true to the store’s core values. Plans are underway to enhance the store’s digital presence, offering online color consultations and virtual product browsing to complement the in-store experience. Vince also aims to expand eco-friendly product offerings. No matter what changes the operation makes, the essence of Millwick will remain unchanged.
“We’re about quality, service and community. That’s what got us here, and that’s what will carry us forward.” Fera says. “Every customer, every project, every cup of coffee poured in the lounge—it all matters. This is our story, and we’re honored to share it.”
FABRICATING
Why You Need SOPs for Consistency
BY PAINT & DECORATING RETAILER STAFF
Growing a retail operation, either incrementally for a single store or by opening new stores, often requires the entire team pulling in the same direction. But when everyone isn’t aware of the direction because processes and procedures are left to chance or not consistent, the business can suffer. Not having processes and procedures for key retail operational tasks, either new or existing, can cause frustration with employees not knowing what to do and how their piece of the puzzle affects the strength of the whole. And frustration can lead to employee turnover and ultimately unhappy customers.
Faced with their own issues of operational processes inconsistencies, four PaulB Hardware managers, merchandising manager Josh Weaver, Lititz store manager Corby Russell, operations manager Evan Stauffer and Mechanicsburg store manager Daryl Hurst, made creating standard operating procedures (SOPs) a priority for the operation.
PaulB, based in Lititz, Pennsylvania, has had formal SOPs in place since the operation opened its second location in Belleville, Pennsylvania, in 2008. But thanks to the diligence of these managers, three of whom attended the North American Hardware and Paint Association’s (NHPA) Retail Management Certification Program, they led the way in refining the operation’s SOPs to bring efficiency to all three PaulB locations.
The PaulB managers share their best practices for developing, implementing and editing SOPs that any retailer can utilize to bring cohesion and consistency, boost employee engagement and set the path for future growth in their operation.
See How It’s Done
As you create and revise SOPs in your own operation, scan the QR code to see examples of PaulB Hardware’s SOPs—including videos, documents and checklists—to guide your strategies.
Create Consistency
Likely your operation is already using SOPs, but maybe they aren’t written down or applied consistently. PaulB Hardware had been very process-oriented since its founding in 1947, but leadership needed to capture those SOPs to ensure they worked across locations.
In 2014, the company implemented Epicor’s Eagle point-of-sale (POS) platform, which created the hurdle of synergizing SOPs between the Lititz store and the Belleville store. To overcome those obstacles, Russell says the team rewrote many of the SOPs and started using WikiDot, a platform that hosts and supports numerous wiki-based web projects.
“We didn’t necessarily get rid of the old ones, but we started updating them and all the links in our system, which was very clunky at that time,” Russell says. “That’s when we started using WikiDot.”
Opening PaulB’s third location in 2021 in Mechanicsburg exposed a number of inconsistencies in the SOPs. Russell says while a certain process may have worked well at their Lititz location, they realized it might not work the same or at all at the company’s Belleview or Mechanicsburg locations.
“I was in charge of writing all the shop SOPs to give to Mechanicsburg and worked diligently for a year and a half getting them all developed,” Russell says. “But when we went to implement those SOPs, I realized they would not be effective, as they were location specific instead of process specific.”
Weaver says the team saw how SOPs were written from the perspective of each specific department and written for today, not tomorrow.
“My manager Daryl asked me what my first SOP looked like, and I realized they have changed a lot as I grew in my role and as I started to get feedback on them,” Weaver says. “We had been relying on tribal knowledge at each store through that season. As a leader, it’s easier just to train them through tribal knowledge or create a new SOP rather than reference the old one. And the more you do that, the less confident you become that what you have is right.”
The leadership team at PaulB Hardware came to the realization that the SOPs were necessary but that they needed to be centralized.
“About a year ago, we started the journey of shop synergy meetings and taking store specific SOPs and putting them side by side and having the conversations about pulling those into one SOP that works for all stores,” Weaver says. “That’s been a powerful thing.”
Centralize and Consolidate
Along with consistency, centralization is key to success in SOPs. Today, PaulB Hardware’s SOPs are written in Google Docs and Google Slides and stored in WikiDot, so managers
wanting to add a new SOP to the system do not need to have computer programming experience. WikiDot allows you to mirror a Google doc without a link and will update in WikiDot as an update is made in Google.
“We link it to a Google Doc, but all the links are the same,” Russell says. “When it gets updated, it’s updated on all the links, and it works really well.”
The company now has an SOP process led by the operations team, which provides helpful insights on how each SOP will work at each of the locations. They also offer insights on areas where they don’t have experience, which Russell says is just as helpful to see potential flaws the SOP might hold for inexperienced employees.
“Thanks to the operation team’s experience, we can align the SOPs, which is powerful,” Russell says. “Even though the team is based at the Lititz store, they serve as a third party and provide a helpful angle to bring everything together. That neutral third party comes in as a clean slate, because sometimes when you’re in the mud, you don’t necessarily see the mud.”
Every week, senior leadership at PaulB Hardware comes together for alignment meetings where SOPs are reviewed and each manager provides feedback to make the SOPs as neutral as possible so they can be easily plugged in at any location. Weaver says there are some store-specific details that then go into an SOP in order for it to be successful, but they are as generalized as possible to be applicable in all stores.
“These meetings are extremely important to move the needle because the idea of trying to communicate all that through email or text is difficult to do,” Weaver says. “They are key to our success with SOPs.”
Weaver says the SOPs build on each other.
“If you start at the foundation and identify that first one, you can build on it to support team members as they advance in their roles. Ultimately, our goal is to ensure these SOPs connect in a way that’s clear to the learner,” Weaver says.
Continuous feedback beyond the alignment meetings is also crucial. Each PaulB supervisor has the ability to go into Google and tag the team with feedback and comments on an SOP.
“The feedback process is a big win with going to Google because if you don’t have a good way to provide feedback, there’s resistance and people won’t give it,” Weaver says.
“Training coordinator Evan Holbrook and training assistant Rodney Snyder have gone through all the SOPs at this point, and now they’re putting the SOPs on a calendar for reviewing twice a year.”
Russell says any supervisor can also submit a change.
“Submitting a change doesn’t necessarily mean it’s going to happen, because as leadership, we approve the SOP,” Russell says. “But it’s another way for employees to offer feedback.”
Organize for Future Growth
Early on, all SOPs were kept on a massive list that was difficult to sort or search for specific SOPs. With the use of Google and WikiDot, the team at PaulB Hardware is able to link SOPs to various departments and purposes.
For example, if an SOP is applicable to paint, sales and service, there doesn’t have to be three separate SOPs but rather just one link to that SOP from the paint list, the sales list and the service list.
Russell says they are also working on creating bundles of SOPs that work together and breaking the SOPs into different stages and steps to be more easily digestible and applicable for employees.
“We also have something called 30/60/90, which provides all the information a new employee would need to know in their first 30 days, 60 days and 90 days,” Russell says. “All of these SOPs are going to be linked and will ultimately support an employee’s growth path.”
Earn Employee Buy-In
Once you have SOPs in place and a system to manage and update them, your employees need to actually use them in order for them to be effective. Weaver says how quickly employees adapt depends on a variety of factors.
“If the SOP makes an employee’s job easier, it’s going to get adopted much quicker. If it adds extra steps or makes it harder, it’s going to be a heavier lift to bring it on board,” Weaver says. “Sometimes employees don’t realize that the way they’re doing things may be impacting something down the line in a negative way. And by shedding light on that, it brings a willingness to do something a little different for the best of the team.”
While pushback is inevitable, Weaver says you can reduce it by prepping employees and getting their input ahead of time. Management doesn’t just ask input from experienced employees but also gains insights from inexperienced employees because they are able to provide an unbiased look at SOPs and whether they make sense to a new employee. The feedback process among employees is also key.
“Changes from that intentional feedback piece you could have infused well before it was rolled out but you don’t implement end up being 10 changes to the SOP after it is rolled out,” Weaver says. “You get done training one thing, and then you have to change it right away.”
While a new employee may not fully understand the full scope of the SOPs when they first start, it provides them with foundational knowledge, Russell says.
“But then you hand them the SOP in the situation, and now it makes sense,” he says. “It’s a balance of prior to and during the training of repeating and teaching them to go to the wiki to look for the SOP they need in that moment.”
The PaulB managers have also learned that no matter how much you plan, manage and train, writing an SOP requires being specific, but you can’t build in every scenario, Russell says.
“When you start building in too many scenarios, you force the employee to not think out of the box for things like customer service,” he says. “One of the SOPs we struggled with the most with this was the return policy. Josh did a very good flow chart but we ended up adjusting it multiple times and probably overdid it. There’s definitely some SOPs that are more standard operation guidelines because we really want to promote taking care of the customer first rather than following steps.”
Hurst says they always remind employees that if an SOP does not allow them to provide the level of customer service they think they need to, leadership is always open to hearing feedback.
“We make sure employees know customer service comes first,” Hurst says. “Don’t let the process get in the way.”
Just Start
When it comes to starting or revising your own SOP strategies, Hurst says it’s important to just start.
“You’re not going to get there in a day, it’s a long journey, but you just need to take that first step,” Hurst says. “Oftentimes, we may have more processes in place than we tend to give ourselves credit for, so starting might just mean writing those things down.”
Hurst also advises that whoever leads the SOP strategy should be someone who is willing to take ownership and with a passion for processes. Leadership should also buy into the SOPs.
“Even as leaders, while we have the autonomy and even responsibility to break outside the process when that needs to be done, it’s best that we follow SOPs as well,” Hurst says. “I can’t remember where I heard it, but there’s a saying that says ‘Processes are to business what code is to computers.’ You expect a consistent outcome because there’s code there that’s making it happen. Delivering your product or service properly time after time, without fail, is the foundation of excellent customer service. Systems are what allow you to guarantee that.”
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INDEPENDENT HOME IMPROVEMENT CONFERENCE
the Industry Enlightening
IHI Conference Educational Sessions Cover Topics That Are Top of Mind for Independents
BY LINDSEY THOMPSON
The Independent Home Improvement Conference (IHI Conference) is the premier event designed exclusively for independent hardware and home improvement retailers. This event brings together industry leaders, retailers and channel partners for two days of education, networking and business growth opportunities.
Taking place July 30-31, 2025, at the JW Marriott Orlando, Grande Lakes, the IHI Conference offers opportunities for attendees to network with peers, manufacturers and service providers and gain valuable insights and connections that can help drive their
businesses forward. The conference also includes the Independents Celebration, a high-energy networking event, as well as the Young Retailer of the Year Awards, Beacon Awards and Top Guns Awards, which each recognize outstanding independent retailers.
Attendees can also choose from a dynamic lineup of expert-led sessions, panel discussions and keynote presentations tailored to help retailers navigate challenges, implement new strategies and strengthen their operations. Learn more about these educational sessions and visit IHIConference.org to sign up and set yourself—and your operation—up for success.
INDUSTRY AWARDS Register Today
Save your spot and register for the 2025 Independent Home Improvement Conference at IHIConference.org. We can’t wait to see you there!
On the Main Stage
Each day of the conference will include afternoon general sessions featuring industry experts and award-winning retailers sharing insights on channel hot topics.
Customer Experience Meets Creativity
In this keynote by globally acclaimed speaker and former head of innovation and creativity at Disney Duncan Wardle, you’ll learn how to harness creativity to turn a product-centric culture into a consumer-centric one. Attendees will learn how to create a sustainable culture of innovation and creativity throughout their organization and lead every employee to think creatively. Discover how to leverage high-tech to enable high-touch, deliver record guest satisfaction and address the biggest consumer pain points.
State of the Industry: Elevating the Edge of Independent Retail
Backed by comprehensive data, informed by real-world insight and grounded in industry research, this session presented by North American Hardware and Paint Association (NHPA) COO Dan Tratensek will help you understand where the market stands and how you can position your operation for growth in the year ahead. From shifting consumer behavior to inventory trends, labor dynamics to competitive positioning, this is the pulse check every independent leader needs.
Top Guns Live: Leadership Lessons From the Industry’s Boldest Leaders
In this panel moderated by NHPA managing editor Lindsey Thompson and Farm and Home Hardware CEO Scott Jerousek, the 2025 Top Guns Awards honorees take the stage for a powerful panel conversation that pulls back the curtain on what bold leadership looks like in independent home improvement retail. Hear how these award-winning retailers are tackling labor challenges, navigating growth, embracing technology and staying focused on their communities and customers.
Macro-Economic Factors Impacting Home Improvement Behaviors
From inflation and interest rates to labor shortages and consumer sentiment, macroeconomic forces are reshaping the way homeowners think, spend and invest in their homes. In this data-driven session, Dave King, executive director of the Home Improvement Research Institute (HIRI), breaks down the key economic factors influencing home improvement behaviors in 2025 and provides an up-to-date view of the broader economic environment.
Voices of Impact: A Conversation With Young Retailer of the Year and Beacon Award Honorees
From bold new ideas to time-tested leadership, the honorees of NHPA’s Young Retailer of the Year and The Hardware Connection’s Beacon Awards represent the best of what independent home improvement retail has to offer. In this energizing panel, award-winning retailers will share their stories, strategies and lessons learned from building strong teams, embracing innovation and driving meaningful change in their communities and businesses.
Solution-Focused Breakout Sessions
Attendees can also register for morning breakout sessions that will cover topics including technology, employee engagement, advertising and marketing and more. The breakout sessions will include presentations and panels from experts, retailers and vendors and send attendees home with practical best practices.
01 03
Rewriting the Rules of Engagement: Gallup Research in Action
The workplace has changed—and so has the science behind what makes employees show up, stay engaged and succeed. In this powerful session, Dr. Rob Mathews unpacks Gallup’s most recent data on employee engagement, with a focus on what it means for independent retailers navigating labor challenges, generational shifts and evolving team expectations.
02
Beyond Your 4 Walls: Expanding B2B Sales Strategies for Long-Term Success
Retail growth isn’t limited to what happens inside your store. In this strategic executive panel, leading retailers share how they’ve built successful B2B programs to expand their reach, deepen customer relationships and unlock new revenue streams without adding square footage.
The Future Is Now: How Independent Retailers Are Using AI to Innovate & Win
If your daily operations feel more reactive than strategic, you’re not alone. From receiving inventory and tracking sales to scheduling staff and managing communication, the grind of retail can get overwhelming—fast. The good news? Emerging tech and smarter systems are now more accessible than ever—and they’re built to help independent retailers take back control.
04
Driving Traffic Through Store Events & Local Influencers
Looking for ways to create buzz, boost foot traffic and build deeper connections with your community? In today’s experience-driven retail world, events and influencer partnerships are no longer “extras”—they’re essential tools for customer engagement and brand growth.
05
The Price Perception Hackathon: Changing Minds Without Changing Margins
Independent retailers know the value they offer—but too often, customers only see the price tag. In this hands-on, high-energy hackathon, participants will roll up their sleeves to tackle one of the industry’s biggest challenges: price perception.
06 From Boomers to Zoomers: Creating a Customer Experience for Every Generation
From Boomers who value service and expertise to Gen Z customers who expect speed, self-service and social proof—retailers today are navigating a customer base as generationally diverse as their product mix. This retailer panel explores how independent home improvement stores are adapting their customer experience strategies to meet the needs of every generation—on the salesfloor, online and everywhere in between.
07
Leading Through Change: How Resilient Leaders Adapt, Inspire and Win in Uncertain Times
From shifting workforce dynamics and supply chain challenges to evolving customer expectations and economic pressure, today’s leaders are expected to navigate more—and inspire more—than ever before. You’ll hear insights and real-life examples of how to stay grounded, maintain team morale and make confident decisions in fast-changing environments.
08
The Pricing Equation: Balancing Margin, Movement & Market Trust
Pricing is one of the most powerful levers in retail—but also one of the most misunderstood. In this interactive panel, industry leaders will explore how independent retailers can build dynamic pricing strategies that protect margin, communicate value and respond to real-time market conditions.
09
Foundations of Merchandising: Maximizing the Sales Potential of Every Square Foot
In today’s retail environment, foot traffic isn’t guaranteed—but maximizing every customer interaction is. Whether you’re looking to increase average ticket size, improve profitability or simply make better use of your space, one key driver stands out: effective merchandising.
10
The Niche Market Hackathon: Turning Gaps into Growth
The strongest independents don’t just sell what everyone else does—they lean into what their communities want most. In this high-energy hackathon, participants will team up to explore niche department ideas that could unlock new revenue, attract new customers and build brand differentiation.
A KNACK FOR MECHANICS
James Kleinman Transfers Skills From the Navy to the Paint Store
BY LINDSEY THOMPSON
With a desire to see the world and a mechanically inclined brain, James Kleinman joined the U.S. Navy in 1978. James served for six years working on submarines and the surface fleet as a nuclear-trained electrician’s mate second class.
“The Navy slogan I had seen growing up was, ‘Join the Navy, see the world,’ and that got me at a certain level,” James says. “As I grew older,
I got interested in machinery—hot rods, planes, submarines—all the gears of war.”
After he took the Armed Services Vocational Aptitude Battery (ASVAB) and scored high in electrical and mechanical, recruiters were eager to sign him up to serve with the U.S. Navy, James says.
“They were just falling all over themselves, they wanted to get me in,” he says. “Somebody offered me submarines, and I knew that’s where I wanted to go.”
ASSOCIATION
Honored to Serve
Learn more about the Helmets to Home Improvement program and meet the other honorees at YourNHPA.org/veterans.
PAYING TRIBUTE
While there is no way to repay the sacrifices made by veterans of the armed forces, the North American Hardware and Paint Association (NHPA) recognizes that not only have these individuals made a lasting impact on their country, but they are also a prominent and positive influence within the home improvement industry.
To honor the ongoing impact military veterans make throughout the home improvement industry, NHPA launched the Helmets to Home Improvement recognition program, with the National Hardware Show (NHS) as the program’s official founding sponsor and venue partner.
We need your help honoring these amazing men and women. Please visit YourNHPA.org/veterans to nominate a Helmets to Home Improvement honoree.
James Kleinman transferred his love for all things mechanical, helping others solve problems and sharing joy to his role at Luu Color Center
Nominate a Veteran
Help us honor those who have served our country and our channel. Visit YourNHPA.org/veterans to nominate a veteran from your business to be recognized.
Having the opportunity to work with all of the military gear at the time was a highlight for James and his love for machines. He also loved getting to see the world as the old Navy slogan promised, visiting Australia, the Philippines, New Zealand and more.
“I didn’t even realize at the time how technologically advanced the gear I was working on was compared to the civilian world,” James says. “And I was able to see so many different places. But my most favorite moment was on a surface ship in the middle of nowhere where you could see nothing but storms and the ocean.”
Supporting the Industry
After his time in the Navy, James did a number of odd jobs using the different skills he gained in the Navy, but ultimately settled into working as a professional painter.
“When you’re in the military, you learn so much, so after I got out, I did a lot of different things,” he says. “Eventually, I just got more into painting, because it indulged my creativity more.”
In 1992, James began working at a locally owned Benjamin Moore paint store in Maryland with his sister, Amy. There he met Toan Luu, who was a professional commercial and residential painter. In 1998, Amy and Toan opened Luu Color Center in Rockville, Maryland, and James joined them in the business.
Being able to solve customers’ problems is James’ favorite part of working in the industry.
THANK YOU TO OUR HELMETS TO HOME IMPROVEMENT PROGRAM SPONSORS
“I like the challenge of solving problems every day. Every problem that comes in, even when it’s the same old problem, is still a little bit different,” James says. “I love working with color, paint and design, it’s in my creative blood.”
Along with learning practical skills in the Navy that he has put to use in the paint store, James says he gained the important lesson of being self-sufficient.
“The Navy taught me a lot of very important and fundamental lessons about how to make it in the world,” James says. “I’m grateful for that.”
After retiring in 2011, Kleinman enjoyed a well-deserved break until he was called to join the industry once more. When Toan’s daughter Huong Luu reached out for help following her father’s passing in 2021, James graciously came out of retirement to help rebuild and support her and the store.
“For me, it meant everything to have Jamie come out of retirement five years into it to help me rebuild after my dad’s passing,” Huong says. “Without Jamie’s willingness to step back in and support the business, we simply would not be where we are today. His commitment and heart have made all the difference.”
The company has blossomed under Huong’s lead with James’ support.
“I am so grateful to get such a rare second chance at something so close to my heart,” James says. “I left a lot of blood, sweat and tears that were still there when I came back. I feel so very fortunate to have that chance.”
James Kleinman loved getting to see the world during his time in the U.S. Navy and enjoyed working with a variety of gear.
The Smartest Investment You Can Make is in Your People.
Take your retail management skills to the next level with NHPA’s Retail Management Certification Program. Designed for owners, managers and high-potential employees, this college-level program blends leadership development, operational excellence and strategic decision-making to drive real business success. With a streamlined format and price, the industry’s premier management course is more accessible than ever.
What Makes RMCP a Smart Investment?
Proven ROI
Graduates earn an average of 5X their tuition investment through their semester business improvement project.
Immediate Impact
Curriculum tackles today’s challenges, including pricing, inventory and change management.
Built for Retailer, by Retailers
Students learn from leading university instructors, industry expets and RMCP alumni.
Hands-On Learning & Expert Coaching
Gain practical skills through interactive workshops and one-on-one mentorship.
PRODUCTS
Applicator Insight
Turn to the Category Focus on Page 34 to see how two retailers turn applicators into high-margin sales with smart placement, staff training and tiered product selection.
BRUSHING UP SALES
HOW INDEPENDENT RETAILERS CAN WIN IN PAINT APPLICATORS
Provided by the Home Improvement Research Institute
Painting is a consistent top project for homeowners, making applicators a high-turn opportunity for independent retailers. These insights from the Home Improvement Research Institute (HIRI) can guide stronger sales strategies in the paint category.
1
Paint Projects Are Frequent and Frontloaded
According to HIRI’s 2025 Recent Home Buyer and Seller Study, 61% of homebuyers completed interior painting after moving in, and 44% of sellers did so before listing. Exterior painting was also common.
HIRI’s Quarterly Homeowner Tracker confirms this pace: about two in five homeowners purchased paint and supplies during each quarter in 2024.
Retailer Takeaway: Time promotions around common triggers like move-ins and seasonal updates. Put together new home, new walls or fall freshen-up paint kits that pair brushes, tape and trays for easy project starts.
2
Provide Inspiration and Value to DIY and DIFM Shoppers
Painting is often preferred over full remodels for its affordability and quick impact. In 2024, 51% of buyers and 45% of sellers purchased paint and supplies. Aesthetic maintenance projects remain top-of-mind according to HIRI’s Home Services Study
Retailer Takeaway: Support both DIYers and Do-It-For-Me (DIFM) shoppers. Use displays that guide tool selection by surface or finish. For DIFM, offer visual aids to help customers express their vision to Pros.
About HIRI
The Home Improvement Research Institute (HIRI) is the only nonprofit organization primarily dedicated to home improvement research. The organization empowers its members with exclusive, ongoing home improvement data and information for making better business decisions. Members are the home improvement industry’s leading manufacturers, retailers and allied organizations. Learn more at hiri.org
3
Build Trust With Repainting Guidance
Ownership changes drive many projects, but homeowners often need help knowing when to repaint. Offering simple guidelines can build trust and boost sales.
Recommend Repainting:
• Hallways/Children’s Rooms: Every two to three years due to high traffic and high touch
• Kitchens/Bathrooms: Every three to four years due to humidity and grease
• Bedrooms/Living Rooms: Every five to seven years in low-traffic, low-touch areas Use signage or take-home guides to reinforce your store’s expertise and encourage repeat visits.
4
Brand Matters Less (Except for Powered Sprayers/Rollers)
HIRI’s Product Purchase Tracking Study on interior finish products shows that brand plays less of a role in purchasing brushes, rollers, pans and pads. But 22% of homeowners consider brand when buying sprayers and power rollers.
Retailer Takeaway: Focus on using the good, better and best merchandising strategy for manual tools. Use brand equity and features when merchandising powered options.
5
Price and Inspiration Lead in Research
HIRI data shows price is the most-researched factor before a home improvement purchase, but inspiration ranks second.
Making Strategic Adjustments for Success
Understanding emerging trends in paint and sundries can help retailers better serve both DIY homeowners and professionals. If you’re not yet a HIRI member, consider joining for access to $1 million worth of home improvement industry-specific market research. Members receive comprehensive recommendations and data sets from 40+ reports annually, including even greater depth of product category-specific insights. For additional insights, make plans to attend HIRI’s 2025 Home Improvement Insights Summit, October 22-23, in Chicago, open to non-members and members alike. Learn more at hirisummit.com.
Retailer Takeaway: Go beyond price tags. Use endcaps or displays with project visuals and product bundles. QR codes linking to tutorials or customer projects can boost both confidence and cart size.
reports annually received
RESOURCES
The Data You Need
NHPA conducts industry research throughout the year, providing data to help retailers be better and more profitable. Learn more at YourNHPA.org/research
AN INDUSTRY YARDSTICK
UNDERSTANDING how independent home improvement operations are performing throughout the year helps other retailers in the channel compare themselves to their peers and use that data to make improvements to their operations.
Since 2022, the North American Hardware and Paint Association has partnered with The Farnsworth Group to produce the Independent Retailer Index, which tracks key performance metrics quarterly.
RESPONDENT PROFILES
Every quarter, the index asks independent home improvement retailers to share year-over-year changes in:
• Transaction count and size
• Inventory investment
• Cost of goods
• Profit margin dollars
• Future operational investments
We surveyed retailers on their performance in the first quarter of 2025 compared to Q1 2024. See highlights of the data here and download the full report at YourNHPA.org/retailer-index
Many different types of independent retailers participated in the survey, with 69% operating one store and almost half (45%) operating in rural locations.
of respondents were store owners
have annual sales between $2 and $5 million 29% have 10 or fewer full-time employees 49%
The Industry Benchmark
Submit your data for the NHPA 2025 Cost of Doing Business Study to receive a free copy and a personalized fi nancial analysis with insights to help plan for long-term financial success. This study is the benchmark for the industry, helping retailers identify ways to reduce costs, increase profi ts and uncover hidden growth opportunities. Learn more at YourNHPA.org/CODB
CHANGES IN TOTAL SALES (YEAR OVER YEAR)
33% of retailers saw year-over-year sales growth in Q1, which is 5% higher than the Q1 2024 performance and stable from Q1 2023. On average, participants’ sales increased by 0.2% year-over-year, the first positive change in the past 2 years.
CHANGES IN GROSS PROFIT MARGINS (YEAR OVER YEAR)
Although more retailers are seeing an increase in profit margins over prior quarters, the average change in profit margin is at its lowest in the past 2 years (-3.9%). This indicates that of those who are seeing declines, their decreases are much larger than those seeing increases.
ACCESS THE INDEX
Be sure you’re on the list to receive the newest data from the Independent Retailer Index quarterly. Head to YourNHPA.org/research to subscribe today.
CATEGORY FOCUS
Trusted Tools
2 Retailers Boost Margins in the Applicators Category
BY JACOB MUSSELMAN
The applicator category involves more than just selling brushes and rollers, it’s an opportunity to build trust, demonstrate expertise and boost your margins. At Golden State Paint in Salinas, California, and The Paint Factory in Bozeman, Montana, applicators are front and center, serving both pro and DIY customers. Applicators are high-margin items and, when paired with employee expertise, can be a high-performing category. Learn four best practices that help these stores sell applicators effectively.
Put Applicators Where the Conversations Happen
Where you place your applicators in your store can shape how well your team engages with customers about them.
Both stores make it a point to merchandise applicators close to the sales counter, not just for convenience, but to spark conversations with customers.
“We keep them up front so we can interact with customers,” says Jeff Keller, owner of The Paint Factory. “It’s easier to have that question and answer moment if you’re right there. It’s not just about grabbing a brush—it’s about helping someone choose the right one.”
By placing applicators close to where transactions and conversations take place, stores create more educational opportunities for both employees and customers.
“I tell my new employees to stand by the brush wall and listen to what the experienced staff are recommending,” Keller says. “That helps them learn what questions we ask to figure out the right applicator for the job.”
Educating Your Customers on Paint Applicators
Learn how one retailer educates customers to boost applicator sales at PDRmag.com/educating-applicators
Train Staff to Ask the Right Questions
One key to selling applicators is understanding the full scope of the project to recommend the right product. Training staff to listen closely and ask relevant questions is key to selling more applicators.
Before Golden State Paint owner George Acevedo opened his store, he was a paint contractor, which taught him how to sell to professionals.
“It’s all about the application,” Acevedo says. “If someone is painting trim, we’re going to guide them to a brush that gives a smooth finish and holds up to what they’re doing. But if it’s for fencing, they won’t need a top-of-the-line brush.”
Acevedo says he emphasizes the importance of listening to the customer with his employees. Once they know what the project entails, they’re able to recommend the right product.
“Our store looked completely different one year ago,” Acevedo says. “Now our shelves are full because we’ve swapped products out based on what our customers tell us they need based on the projects they are doing most often.”
Stock Tiered Options and Know When to Upsell
A strong applicator category should offer products at various price points and performance levels. Both stores carry good, better and best products, offering something for every price range.
“Our customers have begun to trust us because we don’t point them to the most expensive brush,” Acevedo says. “We look at their project, comfort level and help them find what’s right. That builds loyalty.”
When he was planning his applicator category, Acevedo visited other local paint stores to see what products they sold and which products performed better than others.
“I’ve gone into dozens of paint stores around the Bay Area to see what products people love, and then we brought those products in,” he says.
Keller says his goal is not to overwhelm his customers with options and has trimmed his SKU count to include different price points, but still offer quality products.
“When you tell them a better brush will hold more paint, leave fewer brush marks and last longer, it’s an easy upsell,” Keller says. “But only if it makes sense for the project.”
Utilize Markets to Restock and Try New Products
Applicator preferences can evolve, but many professionals stick to products they know and trust. Keller says he uses buying markets to discover new products and find deals when restocking his applicators.
“We start planning in February for what we’ll stock going into the season,” Keller says. “We look at what sold last year, what’s getting old and what our customers have been asking about. Then we go to our distributor’s show and meet with vendors to restock the staples and pick a few new things to try.”
Keller does most of his buying for the year during his buying group’s spring show and takes advantage of bulk buying discounts to save money on inventory.
Keller says he doesn’t immediately stock the latest and greatest brush or roller at the market, but uses this time to see what’s new and decide if it’s something he feels will work in his store. Compared to other categories, Keller says his applicator category hasn’t changed dramatically besides stocking the updated versions of the brushes his brand carries.
“We don’t just load up on what’s flashy,” Keller says. “But if we see something that fits a gap, or that might help our pros work faster or get a better finish, we’ll test it out.”
At The Paint Factory, owner Jeff Keller has fine-tuned his applicator selection for pros and DIYers.
News to You
Subscribe to our weekly newsletters at PDRmag.com/subscribe to get the latest news and trends.
FINANCIALS BREAKDOWN
FIRST-QUARTER FINANCIAL RESULTS provide a snapshot of how Sherwin-Williams and PPG are starting the year. Paint & Decorating Retailer broke down the differences between the two companies, and here’s what you need to know.
“We expect second quarter 2025 consolidated net sales to be up or down a low-single digit percentage compared to the second quarter of 2024. Our guidance for the full year 2025 remains unchanged, with consolidated net sales expected to be up a low-single digit percentage compared to full year 2024. We expect to provide an update on our full-year guidance when we report our second quarter results in July.”
—Heidi Petz, Sherwin-Williams Chair, President and CEO
“The current macro-economic environment is highly dynamic and our business model has historically proven to be well positioned to navigate through uncertainty given our diverse, global business portfolio, asset-light footprint and highly variable cost structure. We are executing our self-help cost actions, working with our suppliers and customers to adjust to global product flows and mitigate cost impacts and we are further strengthening our structural organic growth capabilities.”
—Tim Knavish, PPG Chairman and CEO
Buy a Store | Sell Your Business | Post a Job, Get a Business Valuation | Find a Lender and More
BUSINESS FOR SALE
Northwest Farm & Home Supply Co.
Location: Lemmon, SD
Gross Revenue: $3.21 million
The main building is a total 27,213 sq. ft. of retail and warehouse space on 4 acres. The main bldg. was constructed in 1994 with additions constructed in 2002 and 2004.
Single story with 22’ clear height in 11,459 sq. ft. of lumber warehouse, three grade level doors and two dock height doors.
BUSINESS FOR SALE
Hoosick True Value
Location: Hoosick Falls, NY
Gross Revenue: $1.26 million
Price: $1.875 million
This opportunity offers a turnkey sale of a general hardware business located in northeastern Rensselaer Co., New York. The business serves five towns and southwestern Bennington Co., Vermont, and 25 miles east of Troy, New York.
SEEKING BUSINESSES
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 ft 2
• At least $3 million in average store sales
SEEKING BUSINESSES
BUSINESS FOR SALE
Home Improvement Supply Store
Location: Missouri
Gross Revenue: $1.04 million
This historic home improvement and hardware store is a staple of its community and operates from its headquarters in the Kansas City Metropolitan Area of Missouri. The Company is a long-standing retailer and installer of consumer and commercial improvement products.
BUSINESS FOR SALE
Albrights Hardware & Garden Center
Location: Allentown, PA
Gross Revenue: $1.9 million
Price: $800,000
Albrights Hardware is an established hardware store with strong neighborhood ties and has been a Lehigh Valley staple for over 50 years. The current owners have owned the store since 1992. Albrights serves its loyal customer base by providing quality products and exceptional customer service.
SEEKING BUSINESSES
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
JOB LISTING
The Helpful Hardware Company
We are looking for:
• Single-store units in the southeast and multi-store groups with 3+ units nationwide
• Store size of 5,000 ft2-35,000 ft2
• Supplier agnostic
• Store revenue: $1.75M+
BUSINESS FOR SALE
Central Vermont Paint, Flooring and Decorating Business
Location: Vermont
Gross Revenue: $2.82 million
Price: $1.1 million
Full-service decorating store providing flooring, paint, window treatments, kitchen/bathroom remodeling, cabinetry product offerings, design assistance, specialized service, and professional installation.
BUSINESS FOR SALE
Private Business
Location: Alabama
Gross Revenue: $2.21 million
Price: $649,000
BUSINESS FOR SALE
Private Business
Location: Pennsylvania
Gross Revenue: $1.6 million
SEEKING BUSINESSES
Gold Beach Lumber Yard
We are looking for:
• Single-store and multi-store hardware operations
• Located in the Pacific Northwest
• Store size of 5,000 ft2-30,000 ft2
Randall Lumber & Hardware, Inc.
Position: Hardware, Ranch and Feed Department Manager
• Annual Salary: $48,000-$55,000
• Bachelor’s Degree or 5 years of experience in similar role preferred
• Strong leadership skills and creative thinking are a bonus
House-Hasson Dealer Market
June 12-14 | SEVIERVILLE, TN
spoga+gafa
June 24-26 | COLOGNE, GERMANY
JULY
Independent Home Improvement Conference
July 30-31 | ORLANDO, FL
AUG
Orgill Fall Online Buying Event
August 4-17 | VIRTUAL
The Garden Center Show
August 12-13 | ROSEMONT, IL
Ace Fall Convention
August 12-14 | CHICAGO, IL
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Social Media Scavenger Hunt
Creative Campaign Turns Products Into Playful Weekly Puzzles
A CONNECTICUT PAINT STORE has come up with a clever way to boost social media engagement and increase store traffic: a weekly fill-in-the-blank game on their Facebook page.
Looking to grow the company’s social media pages, Country Paint and Hardware manager Denise Fee created an interactive social media game entitled #fridayfun.
Each post features a fill-in-the-blank guessing game with the answer being a product in Country Paint’s store aisles. Customers can visit the store to search for the item and comment on the post to guess the answer.
Fee chose items from all 40 aisles for the first 40 posts. After completing all 40 aisles, Fee started working backwards, going through the aisles again.
Fee generates the ideas for and creates each post herself. The series has brought more customers into the store and Country
Paint’s loyal followers look forward to the posts each week.
“While we don’t have formal data on how many folks are playing along, we’ve had plenty of customers come in asking about the answer or heading straight to the featured aisle to try and solve the riddle,” Fee says. “It’s become a bit of a scavenger hunt tradition for our customers.”
Currently, the game winners just go home with bragging rights, but that may change in the future.
“We’re thinking about offering a small prize to the first correct guess each week or drawing a winner from those who participate—it’s a fun way to keep the momentum going and reward the engagement,” Fee says.
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