Pull Up a Chair
Keynotes Check In for the NHPA All-Industry Conference
Page 38
Smooth Things Over With These Sanding Tips
Page 50
NHPA Chairman of the Board Jake Smith Talks Retail Basics and the Value of Listening Page 22
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1025 E. 54th St. Indianapolis, Indiana 317-275-9400 NHPA@YourNHPA.org YourNHPA.org
EDITORIAL, DESIGN & PRODUCTION
Melanie Moul Managing Editor 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, Marketing & Communications
Julie Leinwand Corporate Communications Manager & Editor
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
Anatomy of a Leader
Quality leadership is a vital component of any successful business. There are many ways to improve existing leadership in your company and build future leaders. Learning how other businesses develop their teams can inspire change and improvement in your own operation. Next month, Paint & Decorating Retailer breaks down what makes a great leader and shares leadership development strategies with real-life examples from fellow retailers.
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
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NEWS, PRODUCTS & TRENDS
Get
the Latest Updates
Access the following resources plus the latest industry news and exclusive content at PDRmag.com/march
Find More Online
PROJECT POINT
Painted Kitchen Utensils
In this month’s Project Point, share the steps with your customers for creating trendy personalized kitchen utensils with a modern look to match their kitchens and personalities.
INDUSTRY EVENTS
Conference Connections
Explore the full schedule of speakers and retailer panelists for the NHPA All-Industry Conference, held in conjunction with the National Hardware Show in Las Vegas, April 5-7.
OPERATIONS
Here to Help
In this month’s issue, we’re featuring the new chairman of the NHPA board, Jake Smith, and his business. The resources here will give you additional insight into his operation and show you the many ways the association is here to help your business succeed.
Touring Jake’s Ace
Take a trip to Bishopville, South Carolina, and get tips on merchandising and retailing basics at Jake Smith’s two stores, Jared’s Ace Hardware and Crossroads Outdoors.
Take the Next Step
If you’re looking to buy a new location, sell your business or hire new personnel, the NHPA Retail Marketplace is your industry resource. Take advantage of the promotional pricing: Put up a listing by March 31 and receive 25 percent off!
CATEGORY Color Conversations
Discover the color trends for 2022 and hear from two color experts from PPG and Benjamin Moore who talked to us about this year’s hottest—and coolest—shades.
CATEGORY
Eye-Catching Color
See how one retailer creates displays to promote the paint color of the year and provide customers with design ideas using that year’s trending colors.
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CONNECTIONS
How to Reach Dan
Dan Tratensek YourNHPA.org/tcb-pod dant@YourNHPA.org
Soapbox Issues
Every year, we take a look at the primary issues independent retailers are dealing with and assess how the North American Hardware and Paint Association (NHPA) can help. I typically call these my “soapbox” issues: The topics that you see pop up again and again in my columns discussing the content we are creating, programs we are launching and seminars I am presenting. These issues change year to year because the challenges you are facing change, but they also provide us with a platform that we can build programs and content on.
So, what are we up on our soapboxes about this year?
Employee challenges. When we ask members about their barriers to growth, the ability to find, hire, retain and motivate is consistently at the top of the list. Add to that the fact that when we asked members about where they plan to make investments in their business, the top response by far was “in our employees.”
To help in these efforts, NHPA has already released a wide variety of content about employee-related issues in this magazine. We are also releasing a complete toolkit to help you with hiring, onboarding and retaining employees. You can download it at YourNHPA.org/human-resources.
“NHPA is committed to helping retailers understand best practices for maintaining a retail business.”
Furthermore, we recently launched a careers section on the NHPA Retail Marketplace that allows retailers to advertise open positions and source quality help. Visit YourNHPA.org/marketplace to find out how the platform can help your operation. Online retailing. The argument about whether or not retailers need to be online is over. Now, independent retailers understand that having an online presence is just the table stakes to be competitive in today’s market. NHPA is committed to helping retailers understand best practices for maintaining a retail business both in store and online. We just wrapped up our first round of research to identify retail trends in this area and will be sharing those findings soon.
Also, with our Project Point series, we are committed to providing retailers with the tools they need to better harness social media. Turn to Page 52 to see this month’s installment.
Business growth. Lastly, we know that we are in an era where independent retailers are looking to grow. That’s exactly why we launched the NHPA Retail Marketplace as a resource for retailers who are looking to identify acquisition opportunities or to list their business for sale.
Keep watching your email, social media and the pages of this magazine for more ways NHPA will be helping retailers sort through these key issues this year.
Dan M. Tratensek Chief Operations Officer & Publisher
OUTREACH
Share Your Stories
Send your merchandising tips, event recaps, employee morale boosters and other stories to editorial@YourNHPA.org
MARKETING
Can’t-Miss Advertising
Struve’s Paint and Decorating Attracts Attention
Driving down the main drag of North Broadway in Rochester, Minnesota, it’s hard to miss Struve’s Paint and Decorating, which grabs your attention with a giant 14-foot paint can on the roof. Owners Bruce and Cheri Struve say the paint can has been a part of the store’s facade since the 1950s and has been updated throughout the years with different wraps.
“In 1997, we had a full wrap added to the can that included a mural with local buildings like the Mayo Clinic and Kahler Grand Hotel,” Bruce says. “The work was done by an artist who kept the canvas wrap in his studio over the winter and worked on it there.”
Along with attracting attention from passersby, the paint can has been the source of fun stories.
“In 1986, the can blew off the roof in a storm. Our store was next to a bar, so all the bar patrons were confused as to why there was a giant paint can out on the boulevard,” Bruce says. “The police had to chain it to a tree to keep it from rolling away until we could get to it. While it was being reinstalled, I had several customers tell me they were missing the turn to the store because they couldn’t see the landmark can on the roof.”
The store’s bright blue clock and red awnings also make it hard to miss, but the paint can is the star.
“When I run into people who don’t know our store, I show them a picture and they immediately recognize the paint can,” Cheri says. “It is a great way to introduce our company to them.”
Since the 1950s, the giant paint can on the roof of Struve’s Paint and Decorating has been a main attraction on North Broadway in the city of Rochester, Minnesota.
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EVENTS
NHPA All-Industry Conference
See the full schedule for the 2022 NHPA All-Industry Conference at YourNHPA.org/conference
Your Guide to the NHPA All-Industry Conference
SEE THE CONFERENCE PREVIEW STORY ON PAGE 38
LEARN
REGISTER
Head over to nhs22.com/nhpa to register for the National Hardware Show for full access to the conference and trade show— free for retailers.
Attend industryspecific keynote presentations, seminars and panels with a focus on investing in people, products and technology.
NETWORK
Connect with members from throughout the channel, including other independent retailers, industry leaders, vendors and wholesalers.
CHECK IN
Make time to meet with the NHPA member services team to learn more about what your association has to offer and can do for you.
DISCOVER
Find new products, vendors and merchandising ideas at the National Hardware Show, co-located with the conference.
Follow
ow NHPA on Social Media
Event Details
Connect announcements to the We’ll including retailer conference follow sneak
ct with us on social media for ncements and live event coverage related NHPA All-Industry Conference.
post event updates ahead of the conference, i ng award winners, featured speakers and r panelists. Event attendees at the fence and National Hardware Show can along as we provide live coverage and peeks from the conference and showfloor.
North American Hardware and Paint Association
@Your_NHPA
North American Hardware and Paint Association
@Your_NHPA
When: April 5-7
Where: Co-located with the National Hardware Show at the Las Vegas Convention Center
Top reasons to attend: Keynote speakers, new products, networking and more
Additional co-locating events include Coverings, the tile and stone industry trade show; and the IDA Expo, the International Door Association’s trade show.
Make the Right Connections
Connect with buyers, sellers and potential employees through the NHPA Retail Marketplace. Visit YourNHPA.org/marketplace to get started.
To learn more about how you can get 25 percent off the NHPA Retail Marketplace listing price, visit YourNHPA.org/marketplace or email marketplace@YourNHPA.org
If you’re looking to sell or buy a home improvement business, look no further than the NHPA Retail Marketplace.
NHPA has recently expanded its Retail Marketplace to include buyer listings and employee listings. Sellers can still list their operations publicly or privately, but now interested buyers can view listings and employers can share job posts for open positions at their companies.
Enjoy 25 percent off the listing price through March 31 when you list your business for sale, post a buyer’s listing or post your open job.
Through a partnership with JJ Keller & Associates, a trusted name in compliance training, NHPA now offers training to meet HR and workplace safety standards. Courses are affordable, online and available with some accessible in
Save on Your NHPA Retail Marketplace Listing
Know Your Options
Explore NHPA’s Academy for Retail Development educational offerings at YourNHPA.org/academy
New Resources for Recruitment
Visit YourNHPA.org/human-resources to access NHPA’s new hiring resources.
Quality employees can be hard to find, especially in a job market where competition for workers is high. As a result, many retailers are starting to look outside of the standard recruiting avenues. Others are finding ways to add incentives to create a more desirable place to work.
To help retailers as they recruit and hire new employees, NHPA compiled a bundle of hiring resources, including examples from what other retailers have done, best practices and marketing tools. All of these resources are available in one downloadable file at YourNHPA.org/human-resources
Explore Free Educational Offerings
Visit YourNHPA.org/training for Train the Trainer, Trainer’s Toolbox and other free tools for home improvement retailers.
AVAILABLE TOOLS
Recruiting business cards. Have you ever spotted an employee working somewhere else who could be a great fit for your business? Hand them a business card and let them know you’d love to interview them for a job if they’re interested. NHPA has created templates of cards and stickers with recruiting messages for you to use.
Employee incentives. Even small incentives can go a long way toward making your business a more desirable place to work. Browse the list and see what other retailers are doing to retain quality employees once they find them.
Where to find quality employees. Many retailers are going beyond posting on hiring platforms to more proactive recruiting strategies. NHPA has created a list of more than a dozen places you could be looking for your next hire.
Job description templates. Part of the hiring process should be clearly defining the expectations and responsibilities of a new employee. Customize NHPA’s collection of job description templates to fit the unique needs of your company. Create one for each employee on your team.
PRODUCT NEWS
OUTREACH
Retailer Recommendations
Send an email to editorial@YourNHPA.org telling us about the products your customers love and why they are such a hit in your business.
WORK GLOVES
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CURVED PRY BARS
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LOCK-BACK UTILITY KNIFE
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This knife measures 7 inches long when fully open and uses the same disposable blades as standard retractable box knives. A ridged thumb rest on the back of the zinc-alloy blade holder provides a comfortable way to add extra force
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Mayhew’s Dominator® Economy Curved Pry Bars feature single composite, ergonomic handles. The handles have capped ends to allow users to apply striking force without causing damage. A hardened and tempered alloy steel shaft runs from the cutting edge straight through to the handle for durability and prying power. The blades have a black oxide finish to prevent rust. Economy Curved Pry Bars are available in sets of small (8 inch, 13 inch and 17 inch) and medium (13 inch, 17 inch and 24 inch).
RATCHET CAULK GUN
DRIPLESS | dripless.com or 800-960-1773
The ETS1400 is a lightweight caulk gun with a cradle frame and ratchet rod. It is suited for a variety of common DIY projects.
LOW-PROFILE SAFETY GLASSES
Wiley X | wileyx.com or 800-776-7842
The Wiley X P-17 Safety Glasses meet ANSI Z87.1 standards for optical quality and high-mass or high-velocity impacts, making them suitable for construction use. They include a black zippered clamshell case, a cleaning cloth, a leash cord with rubber grips and a T-peg elastic strap.
DECK STAIN AND SEALER
YellaWood | yellawood.com or 334-585-2291
YellaWood Protector® is a line of acrylic-oil hybrid wood stains and sealers. They are water repellent and protect all outdoor projects such as decks, fences or outdoor furniture. They feature iron-oxide pigments for long-lasting color, are low VOC and clean up with soap and water. They’re available in crystal clear, American classic cedar, rich walnut and smoky gray finishes.
to
DOOR STACKERS
MR. SPEED’S PAINTING TOOLS speedpaintingtools.com or 806-236-1022
Door Deckers provide a door painting system that enables the painting of the sides and edges of a door at the same time. They save space by allowing finished doors to be stacked to dry, and the horizontal positioning allows for thick application without runs or sags.
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PAINT ORGANIZER
THE PAINT ORGANIZER | thepaintorganizer.com
The Paint Organizer helps maximize floor and storage space by safely and securely storing paint cans. They allow easy labeling by location and eliminate rust rings on floors. The Paint Organizer is available to accommodate pint-, quart- and gallon-sized cans and are patented and manufactured in the U.S.
Second Chance
Catch up on products you may have missed in previous issues of Paint & Decorating Retailer at PDRmag.com/products
ELASTOMERIC SEALANT
Franklin International | titebond.com or 614-443-0241 Titebond® DuraMaster™ Sealant is an elastomeric sealant that offers 100 percent joint movement. It eliminates shiners, reduces dirt pickup and adheres to most common building materials including vinyl, metal, glass, wood, PVC, concrete, aluminum and all types of siding. DuraMaster spans gaps up to 2 inches wide and is paintable with water-based paints two to four hours after application.
SCRAPER UTILITY KNIFE
ToughBuilt® | toughbuilt.com or 800-288-4695
The ToughBuilt® Scraper Utility Knife is a 2-in-1 tool that converts from a scraper to a utility knife with the press of a button. It features a non-slip grip with a safety-release button and includes an integrated paint can opener and lanyard hole.
ASSOCIATION
Here to Help
Learn about how the North American Hardware and Paint Association can help your business at YourNHPA.org/about
COVER STORY
Lending an
EAR
NEW NHPA CHAIRMAN JAKE SMITH LISTENS TO LEAD
BY MELANIE MOUL
Taking a tour of Jared’s Ace Hardware with Jake Smith as the tour guide is a little like a small-town mayor leading a parade down Main Street. Around every corner is another community member with a greeting or a question, and Jake is right there with a handshake and an answer. Whether it’s a local contractor coming in for the second time that day or a homeowner with a leaky pipe, Jake knows their story and takes them right to the aisle they need. That knowledge and friendliness extends well beyond the walls of Jared’s Ace Hardware. It’s rare for Jake to be out in the community without bumping into someone he knows, whether a
regular customer or an employee on her day off who is thrilled to see him.
Bishopville, South Carolina, is home to just over 3,000 people, but the reach of Jared’s Ace extends beyond the town. Since Jake’s father, Jared M. Smith III, opened Jared’s Farm and Home Accessories in January 1953, the business has been a staple from Main Street to the surrounding rural areas.
“My father and his dad had been in the grocery business together, and they had the opportunity to buy a feed store from a cousin,” Jake says. “They spent quite a few years looking for their identity, and it morphed into a full-line hardware store over time.”
LISTENING IN
Jared “Jake” Smith owns Jared’s Ace Hardware and a sporting goods store in Bishopville, South Carolina.
GALLERY
All Around Bishopville
Take a tour around Jared’s Ace Hardware and Crossroads Outdoors at PDRmag.com/jareds-ace
From NHPA Chairman Jake Smith
Are retail basics the same for all operators?
Jake Smith says there are certain fundamentals he thinks all retailers should take into account to run a strong business.
“As much as I like to think I run a good business, I have never assumed we’re the best. I think retailers are intuitively doing the same things we’re doing. Get out there every day, look at the core details and emphasize that in your business,” he says. “If these aren’t basics to you, give me a call.”
Don’t hold on to backstock. If you have product, put it on the floor.
Stay aware of pricing. Price-check your competitors to be sure you’re current.
Keep your store clean. Make sure your staff prioritizes cleanliness.
Prioritize people. Make sure your customers know they’re the most important people in the store.
Jake—whose full name is Jared M. Smith IV—was born just two months after that feed store opened, so he has never known any other industry. In 1966, the building the Smiths were renting that was home to what was then known as Jared’s Hardware was sold. Fortunately, a larger building was available for sale directly across the street. The Smiths purchased the facility, and it was home to the business for the next 37 years.
When the business moved into its new location, Jake’s father decided he needed an employee. So, in September 1966, when Jake was 13, he started working in the family business after school and on Saturdays; he was his parents’ only employee.
“We truly were a mom-and-pop store,” he says. “Just mom and dad ran the business until I joined as a young teenager.”
And Jake’s commitment to the family business endured through college, and even when he worked at various wholesale companies afterward. Because of where he lived, the store was in his territory, so he called on the business for sales for five years.
“We truly were a mom-andpop store. Just mom and dad ran the business until I joined as a young teenager.”
—Jake Smith, Jared’s Ace Hardware
Coming Back for Growth
In 1981, Jake returned to the business full time to take over operations. Over the last 40 years, he has led the company through additional growth, including adding a second store called Crossroads Outdoors that specializes in outdoor recreation equipment and clothing.
The original store location was about 2,000 square feet, and when the Smiths purchased the new building in 1966, they were able to double the square footage. In the 1990s, an addition nearly doubled the salesfloor again to just over 7,200 square feet.
In 2002, there was a need to expand once again, and this time, Jake pursued a ground-up build. He purchased acreage on the edge of town, where there is still opportunity to grow, and built the Jared’s Ace that exists today: a 16,000-square-foot building with an outdoor space for bulk and bagged goods, propane pumps, a storage room and a side room that will eventually transition with the seasons.
BUYING POWER
stays tuned into the inventory needs of the business and manages purchasing for
Ace Hardware He has spent the last two years diversifying his supplier base to find product.
“When I came in and essentially became the operator of this business in 1981, I was wet behind the ears, green as grass,” he says. “However, I don’t feel I’ve gotten stagnant over the years because I spent three years as the manager of a 4,000-square-foot store, then I spent 15 years as the manager of a 7,200-square-foot store, and now I’m 19 years in at a 16,000-square-foot store. There were big changes in the paradigm with each expansion, so I was able to grow as a manager along with it.”
The growth the business has seen over the last 40 years has been through a combination of community expansion and product mix differentiation to meet those residents’ needs.
Jake says Jared’s Ace wouldn’t be where it is today without the support of his wife, Marie. She taught public school for 21 years and left education in 1996 to join the business full time. Jake’s mother, who had ruled the lawn and garden area from day one, was ready to shorten her work week. She and Marie worked together in the department early on before she turned it over to Marie full time when the business moved to its current location. Marie
“There were big changes in the paradigm with each expansion, so I was able to grow as a manager along with it.”
—Jake Smith, Jared’s Ace Hardware
continued to grow the area until retiring in 2018 to become her mother’s caregiver.
The store today offers more parking and more outdoor space, which allows Jared’s Ace to serve more of its rural customers than they could in the downtown location.
“We now have space to sell the things our community members need access to, like propane and concrete steps for mobile homes,” he says. “During the holidays, we have space for live Christmas tree sales, which we never had room for in our previous locations.”
Jake Smith
Jared’s
Pricing Perceptions
Give your team an edge on pricing strategy with NHPA’s Basic Retail Pricing training module. Visit YourNHPA.org/membership to learn more.
Jake says offering all of these products and services in one location is something retailers in rural areas need to prioritize because of the limited options residents have otherwise.
“In a rural community like ours, a hardware store has to be all things to all people. There simply aren’t five other choices with five unique product assortments,” he says. “Residents here have to have someone they can depend on to stock all those things you can ask for.”
The store currently stocks about 42,000 SKUs across the core hardlines categories and other niches that the community needs. Jake says the store’s vast product mix and its location on the edge of Bishopville brings in people from many surrounding areas, some as far as 10 to 15 miles away, twice a day.
“We’re in a great community, and they have certainly been good to us,” he says. “I guess it infers that we’ve been good to the community because they are loyal to us. Being a good neighbor is a basic of being in independent home improvement retail.”
Despite the business’s reach, when it comes to expanding his customer base and knowing where people are shopping, Jake says identifying his competition can be challenging.
“I wish our competition were like a dart board, and I could know I’m hitting it,” he says. “In reality, it’s more like you’ve given me three darts and put six dart boards around the room and told me I’m supposed to hit my target.”
Bishopville is in the center of four towns, all of which have their own hardware stores, Jake says. What
those towns have that Bishopville doesn’t is the challenge.
“Those towns also have department stores, clothing stores and hospitals, so many of my customers by necessity have to drive outside Bishopville for those products and services,” Jake says. “Our marketing effort is about getting people to bring their list to us before they go out of town for the rest of their needs.”
Jake uses the marketing programs offered by his co-op to keep the store top of mind in the community, and they are transitioning to more digital advertising.
There is also an opportunity to attract new residents who flocked to rural areas at the start of the pandemic. It’s an opportunity other retailers shouldn’t ignore in their own communities, Jake says.
“Over the last two years, the pandemic has people thinking, ‘Maybe I shouldn’t be shopping where there are 500 other people there at the same time,’” he says. “How we treat those people when they come into our stores is going to decide a lot of what happens over the next five years. If we let folks see we are their neighbor, they’re going to stick with us, and we’ll gain market share against the big boxes.”
With the growth the industry has seen since 2020, Jake says he budgeted flat for 2022 over 2021, but that would still represent astronomical growth from where they were just three years ago.
“We’ve had two years of way beyond what the industry normally sees as market share came back to us from big boxes,” he says. “We’re 27 percent larger than we were in 2019, and that could be the chunk we’re going to get. I’d like to say we could grow another 5 to 10 percent, but I would be happy with flat.”
WHAT’S IN SEASON
Seasonal products are rotated into this area at the front of Jared’s Ace Hardware
“We’ve had to learn how to do a better job presenting our business to potential employees and communicating what it’s going to be like on their first day.”
—Jake Smith, Jared’s Ace Hardware
Moving Targets
Despite the store’s sales growth, the business hasn’t been immune to the issues facing retailers today, including supply chain disruptions and labor shortages. Operations that aren’t committed to new sourcing strategies and creating an attractive workplace culture will not endure, Jake says.
Jake’s management team has changed its strategy to ensure they have an engaged, capable staff in place. Jared’s Ace Hardware general manager April Rembert is in charge of hiring, and Jake says she’s changed her practices to help them maintain operations.
“Previously, if we had one opening, we might interview three people for it and offer it to one. Now as a general rule, we rarely have just one opening, we usually have two or three. We now do several interviews, and if there are five people who might do a good job, we might hire all five,” he says. “We know things might change. All five might not stick it out, or we might hire for three openings, and we’ll have four or five openings by the time they start.”
Jake says another part of the hiring strategy retailers should focus on is how their business is viewed in their community as a place of employment.
“We’ve had to learn how to do a better job presenting our business to potential employees and communicating what it’s going to be like on their first day and how they will contribute to the overall team,” Jake says. “Our management team has also overall become more flexible. They are dedicated to doing their jobs, but they also know that the job they are doing today is not necessarily the same job they had two months ago.”
While Jake’s management team handles hiring and day-to-day operations, he manages purchasing for the business.
“I like doing purchasing because it keeps my finger on the pulse of the business, and allows me to see exactly what is being sold,” he says.
Although the building where Jared’s Ace operates was a new build, there is plenty of history throughout the space, including this seed counter. It’s had a home in several Smith family businesses for over 100 years. FAMILY HISTORY
Over the last two years, Jake’s strategy has been simple: diversify your suppliers.
“Supply chain has been a moving target. We don’t know where we’re going from here,” he says. “We have been more diligent about asking about replacement items and being willing to try multiple brands. It’s crucial that you’re asking the right questions.”
Another key issue that is top of mind for Jake is succession planning. He says he has a plan in place for the future of Jared’s Ace Hardware, but he’s not sure how many of his peers have made the same investment.
“There are still places that I go with my peers where at almost 69 years old, I’m still one of the younger ones. I’m not at all worried about where we’re going here at Jared’s Ace,” he says. “But not every retailer has plans.”
Acquisition in the industry is at an all-time high, and Jake says retailers who want their stores to stay around but haven’t executed a succession plan
could become part of bigger chains, but they need to be sure they have strong operations first.
“I think over the next several years, mom-and-pop stores are going to become multistore chains,” he says. “I think the good ones are going to have somebody who wants to add them to their group.”
Association Insights
With over 40 years of experience leading his family business, Jake is more than prepared to lead NHPA as its chairman, bringing awareness to the association to work toward its mission of helping all independent home improvement retailers become better, more profitable operators. Jake says he had always had a lot of interest in NHPA, and when he was invited to join the board of directors in 2015, he thought there wasn’t as much awareness of the association as there is today. Through his tenure as chairman, Jake says he will be passionate about furthering NHPA’s reach in the industry and encouraging retailers to engage with each other through the association. He says forging relationships with peers, regardless of wholesale affiliation or channel, is a critical need in the industry, especially in challenging times.
“You won’t find a bigger advocate than me for what NHPA does for the retail hardware and paint industry,” he says. “As chairman, I want to ensure every independent hardware and paint retailer knows that they are welcome to call NHPA at any time for the betterment of their businesses. Whether you’re looking for help on tough decisions or just a wealth of advice, NHPA is there for you.”
Identifying and leading peers through key industry challenges is the primary tenet of the association’s mission, and that leadership has never been more critical than in recent years. As he considers what it means to lead the association this year, Jake is focused on tuning in and listening up, the same strategy that has likely earned him his reputation in Bishopville.
“To me, it’s a natural next step to get involved and do what I can to share whatever expertise I have that is worthwhile to others. I want to be a part of making the industry as a whole better,” he says. “Listening is a secret to success, so if I have any influence at all here, I want to be sure the organization continues to listen to retailers and offer the guidance it has provided this great industry for over 120 years.”
OVERHEARD AT NHS
Our Show. Their success. Hear from NHS attendees.
The National Hardware Show attracts thousands of attendees eager to network, learn and be inspired by the leaders and innovators who are reimagining the Hardware and Home Improvement industry.
Wondering what it's like to experience NHS? Hear all about it from the 2021 attendees who have joined us.
Paul McNally Director of Merchandising Distribution America
“Having attended the National Hardware Show for three decades, I can safely say that this is the Show that keeps me coming back for more.”
Mike Sierzant VP of Account Management Firefly Buys
“When it comes to connecting with new people and discovering the latest trends in Hardware and Home Improvement, NHS is an event that cannot be missed."
Greg
Stine
Orgill Executive VP, Marketing & Communications Orgill Wholesale Distribution
“The Orgill team enjoyed being back together in-person with the industry at the 2021 National Hardware Show in Las Vegas. This event plays an important role for the independent hardware channel and we're looking forward to participating in an even stronger event in April, 2022
Andrew Meyer Business Development Manager, H-I-S Paint
“H-I-S Paint attended our first ever National Hardware Show in Las Vegas in 2021. We were the largest paint manufacturing company that attended and left with 100% of the potential customers that we had set out to meet! Thank you!”
Jim Williams VP of Merchandising, Arett Sales
“NHS 2021 was highly productive for Arett. While it was smaller than a typical Show due to the exceptional circumstances, we quickly identified new quality vendor prospects for consideration for 2022-2023 and are already looking forward to bringing additional buyers to attend NHS this April.”
Explore vendors of all kinds and experience products hands-on! Dive into our on-stage demos to inspire your own in-store events.
Discover new products, make new connections and enjoy live demonstrations, contests, awards and refreshments in the open air
Connect with industry professionals at the NHS Welcome Party powered by Traeger and take part in the exciting Annual NHPA Retailer Choice and NHS Awards events.
Be the first to enjoy the LANCASTER Paint Experience!
Experience the LANCASTER
Paint & Demo Pavilion
Lancaster, the premier paint sundry distributor of North America, is honored to partner with the National Hardware Show to bring you a new experience for this year’s event, The Lancaster Demo & Deals Pavilion. The Lancaster team will be located next to the Beer Garden, outside of the Las Vegas Convention Center’s West Hall, under the “Big Top”.
Join us at the pavilion where representatives from the biggest brands in the paint industry will host ongoing demonstrations of their wares in action. From wood graining doors to creating the perfect patina finish, stripping cabinets and more, Lancaster invites you to enjoy this hands-on experience.
After the demos come the deals. Not only will you see products put to work, you will then be able to purchase them with healthy savings and extended payment terms… exclusively available to Show attendees.
We look forward to seeing you at the National Hardware Show’s Lancaster Demo & Deals Pavilion this April!
NATIONAL HARDWARE SHOW
with Dan Tratensek TEAM TALK
Chief Operating Officer and Publisher, NHPA
How long have you been a part of the National Hardware Show family?
I have been with the NHPA for 25 years and have attended every edition of NHS since joining the association. I started as an Editor working on our magazine, Hardware Retailing, and would attend the show to scour the floor for new products or provide coverage about new product releases or speakers. These days I’ve traded in writing and instead, you can find me networking at the show and catching up with other industry members.
What are you most excited about for the 2021 Show?
I am excited that we have our show back after what has been a trying 18-months for the industry. While sales have been strong they have come at a high cost and the Show represents a welcome return to normalcy and an opportunity for all of us to gather together, share our experiences and understand the direction we are headed in. I’m also looking forward to catching up with industry friends and partners to take a closer look at the shift in consumers’ needs and see how our industry can rise to better serve them.
Favorite spots in Las Vegas?
Having been to Vegas many times in the past, I definitely have my favorite spots. I’ll share two that I love: Mon Ami Gabi Steakhouse at the Paris Hotel is a fun place that truly evokes that bistro vibe. If it’s old-school Vegas you’re after, you can’t beat Hugo’s Cellar in the basement of the Four Queens casino off of Fremont Street.
Any presentations you’re particularly excited about at this year’s NHPA All-Industry conference?
Not to be too much of a “homer” but one of my favorite events that we host every year is our Retailers’ Choice Awards. This is where we assemble a panel of independent retailers and ask them to shop the show floor and find innovative products that they want to bring into their stores. I just love to see all the items they find; it gets to the heart of what the show is about - connecting manufacturers and sellers to bring innovative products to the market.
Care to share your best home improvement tip?
One that never seems to fail me is using a rubber band to remove a stripped screw. Simply place a rubber band between your screwdriver and the screw head and you should be able to remove most stripped-out screws.
More Team Talks
Behind HABITAT 2022 5
Don't miss the next edition of HABITAT at NHS, the ultimate showcase for big ideas, ingenuity and innovation.
From smart beds to sleep tracking, could the future of wellness be as simple as a good night’s rest?
Can post-pandemic lifestyle adjustments bring us closer to nature?
Amid a climate of uncertainty, how can we empower consumers to embrace preparedness?
From beginner DIYer to home improvement connoisseur, what are the must-have tools for the toolbox of tomorrow?
Can new water conservation tools help homeowners combat climate change and safeguard future resources?
These are just some of the questions that industry leaders are asking as they rethink traditional Hardware and Home Improvement offerings amidst a major societal shift in the aftermath of the pandemic. These big questions, ideas and solutions are our main themes for HABITAT at NHS 2022.
This year HABITAT has highlighted five key areas that will impact the evolution of hardware and home improvement businesses for 2022 and beyond. These themes are the driving forces we will explore as we provide an outlook on the future and how our industry can rise to meet the changes in our world.
1. REST ASSURED
Natural sleep aids and products that support soothing bedtime routines are must haves for anxious consumers seeking a good night's sleep. A 2019 survey found that 80% of global adults wanted to improve their sleep. A US survey in March last year reported that 48% of participants said feeling anxious was the main reason behind sleep issues during the coronavirus pandemic. The overall sleep economy is estimated to be worth $40bn, up 8% YoY and expected to reach $109bn by 2023. From responsive lighting and sleep sound devices to CBD-infused bedding and wearable tech, innovative solutions focused on getting much-needed shuteye will become new bedside staples.
2. ONE FOR ALL
Nature has emerged as the great unifier and healer in a period of upheaval, and HABITAT 2022 explores our symbiotic relationship with it. Our environment is now seen as something we urgently need to preserve through the use of sustainable and regenerative processes. Earthy textures, local and low-impact production, and ancient wisdom and rituals will inspire new lifestyle developments, as will science and technology. HABITAT believes that this focus on biophilic advancements and immersive experiences will bring us up close and personal with the wilderness.
3. READY STEADY
The pandemic, global unrest and economic uncertainty are keeping safety and security (both physical and mental) top of mind. Institutions, businesses and consumers will focus on protection, mitigating risk and creating safe spaces.
The past two years have proved to be a crash course in uncertainty and learning to expect the unexpected. Gearing up for every eventuality has become a new norm and is driving attention to products and features that ensure safety and protection. Consumers will seek to be prepared for whatever comes their way by creating disaster-ready homes or investing in extreme survival kits, sales of which were already spiking before the outbreak and are projected to grow 3.2% by 2023.
4. THE ESSENTIALS EDIT
Millennials are keen to take on DIY projects, not only out of financial necessity, but as a way to express their personal style.
Home-based activities were already topping young consumers' favourite pastimes before the outbreak, and the newfound DIY economy continues to gain momentum.
Everyday tool boxes equipped with style-forward essentials for homeowners to pursue home improvement projects on their own remain a must-have for the 2020s as consumers feel more and more empowered to upgrade their homes themselves.
5. H2FLOW
“When the well is dry, we know the worth of water” -Benjamin
Franklin
Water - both it’s lack and over-abundance - has been top of mind for individuals and societies as climate change brings us ongoing drought, forest fires and floods. Although home water use accounts for a small percentage of total water consumption, new consumer tools for saving water are constantly being introduced. From low-flow toilets to rainwater collection to efficient irrigation systems, innovations in water management are in high demand.
GET IN TOUCH
If you are interested in sharing your project with us for HABITAT online or for our curated installation at NHS this fall, please contact us at pam@pambristow.com
EVENTS
NHPA All-Industry Conference
See the full schedule of events for the 2022 NHPA All-Industry Conference at YourNHPA.org/conference
Investing in People, Products and Technology
ATTEND THE NHPA ALL-INDUSTRY CONFERENCE
APRIL 5-7 IN LAS VEGAS
The 2022 NHPA All-Industry Conference is live in Las Vegas April 5-7 at the Las Vegas Convention Center. This year’s conference theme, “Investing in People, Products and Technology,” will drive the educational presentations, retailer panel discussions and networking opportunities.
Conference speakers include successful retailers, home improvement industry leaders and experts who will discuss the topics and innovations affecting retailers today. On the following pages, meet this year’s keynote speakers and hear from a member of the NHPA board of directors about what you can expect at the conference.
Employees First: Disrupting Assumptions for More Loyal Customers and Stronger Sales
Attend Kevin Hancock’s keynote presentation on Tuesday, April 5 at 3 p.m.
Kevin Hancock INTRODUCING
INSIGHTS FROM AN NHPA ALL-INDUSTRY CONFERENCE SPEAKER
Kevin Hancock is the CEO of Hancock Lumber, a 174-year-old lumber company with a sawmill division, a network of retail lumberyards, home design showrooms and a truss manufacturing facility, all in Maine and New Hampshire. The business has earned the “Best Places to Work in Maine” award eight times, and it was also recognized as the Maine Family Business of the Year and received the Governor’s Award for Business Excellence. In addition to leading his family’s business through the sixth generation, Hancock is a public speaker and an award-winning author.
Q&A
What do you look forward to the most at the NHPA All-Industry Conference and National Hardware Show?
Hancock Lumber president and CEO Kevin Hancock revisits and reclassifies several long-standing assumptions about business and discusses the social and economic benefits of creating an employeecentric company. The first mission of work should be enhancing the lives of the people who do it. Hancock explains how starting the flywheel of corporate success with the employee experience creates enhanced results for customers, communities and corporations.
I enjoy hearing how other dealers are thinking about and handling the same challenges we’re working on within our own company. There are so many trends within the industry that affect all of us. I’m always coming back with either confidence in what we are doing or a fresh perspective on how we might do something differently.
If a retailer wasn’t planning on attending, what would you say to change their mind? They have to change their own mind, but that makes me think of activity that is important but not urgent. It’s always easier to stay at the store. But as leaders of our companies, we’ve got to think about the core components of our role—to lead and be leaders within our industry. We need to get out and experience the industry on a national level. Our companies depend on
us to keep up with the best practices, most progressive thinking and newest products within the industry.
What one business book would you recommend to others?
My favorite is “Built to Last: Successful Habits of Visionary Companies” by Jim Collins and Jerry I. Porras. It’s about endurance and the characteristics of companies that endure the test of time. The book looks at hundreds of multigenerational companies across decades and identifies the common characteristics of organizations that are able to be successful over multiple generations.
If you weren’t working in this industry, what would you do?
I probably would have been a teacher or a coach. That’s originally what I set out to do when I graduated from college, and without the family business, that’s the track I would have stayed on.
Check Out These Can’t-Miss Presentations and Panels JUST ANNOUNCED
AWARD WINNERS
NHPA Top Guns Awards
Elliot Greenberg, JC Licht
Pat Sullivan, Sullivan Hardware & Garden
Stacy Bivona, Builders
TUESDAY, APRIL 5 AT 2 P.M.
NHPA PRESENTATIONS
Creating Innovative ProblemSolvers in Your Business
Kim Peffley, NHPA
TUESDAY, APRIL 5 AT 1 P.M.
The Hiring Strategies You Need to Try
Melanie Moul, NHPA
WEDNESDAY, APRIL 6 AT 9 A.M.
PANELS
Keep Your Pro Promises
TUESDAY, APRIL 5 AT 4 P.M.
How Retailers Are Taking on Tech
WEDNESDAY, APRIL 6 AT 11 A.M.
Creating the Ultimate Customer Experience
WEDNESDAY, APRIL 6 AT 1 P.M.
Insights From Young Retailers
WEDNESDAY, APRIL 6 AT 3 P.M.
EVENTS
National Hardware Show
Learn more about the National Hardware Show, co-located with the 2022 NHPA All-Industry Conference, on Page 30
AN INSIDER’S PERSPECTIVE
Hear from Retailer and NHPA Board Member
Jackie Sacks
Jackie Sacks of Round Top Mercantile Co. in Round Top, Texas, is a recent addition to NHPA’s board of directors. Continue reading to learn about her experience at the NHPA All-Industry Conference and what brings her back year after year.
What is one of your most memorable NHPA All-Industry Conference moments?
The year I was honored as a Young Retailer of the Year. It was my first time attending the conference, and I left in complete awe. I had no idea what to expect, and it was in that moment I realized what a great organization NHPA is. It opened up opportunities to attend future events throughout the years. I have sat on a few discussion panels and been invited to contribute to articles and projects ever since. It has helped to create professional relationships that are priceless.
What do you look forward to the most at the NHPA All-Industry Conference and National Hardware Show?
The prize of the knowledge I’ll return back to the store with. Whether it’s finding that new product that fits exactly what we need to freshen up our inventory or a lesson learned from a fellow retailer that I can put in place to streamline a process. Also, I enjoy the Young Retailer of the Year event. As a 2017 Young Retailer of the Year honoree, it brings a smile to my face to see and visit with the newest members of a very special group. It also offers a chance to visit with fellow alumni and catch up. I have
been very fortunate to keep in touch with a few of my fellow classmates, which has been beneficial both personally and professionally.
What keeps you coming back each year?
I have always had a great connection with the entire NHPA crew, so the conference also allows me to catch up with them. I enjoy seeing the speakers and panels to get a feel for the current situations and a reassurance that I am not the only one experiencing issues or seeing unique trends within our customer base or industry.
I enjoy getting to see the new items and visiting with new vendors at the National Hardware Show. I am always looking for the latest and greatest products to add to our business. Getting a first peek at items is helpful, especially when I have a customer inquiring about a product they saw or read about. And who doesn’t like an excuse to take a few days off and travel?
Would you like to share anything about your experience so far as an NHPA board member?
I feel I am still a junior member of the board, but I have thoroughly enjoyed serving thus far and appreciate the opportunity.
I was fortunate to know most of the current members of the board of directors through prior engagements with the association. The bond we share helps us to assist with the growth and outreach of our organization.
What one business book would you recommend to others?
I can’t say I have a go-to book, but I do recommend keeping some type of journal or notebook.
There are times I see an interesting product and jot it down because if I don’t, the odds of me neglecting it later are high. Also, my greatest ideas seem to come at the most peculiar times, so I have learned to write them down.
KEYNOTE
Industry Fundamentals and Customer Behaviors Impacting Home Improvement
Attend Grant Farnsworth’s keynote presentation on Wednesday, April 6 at 10 a.m.
Grant Farnsworth INTRODUCING
INSIGHTS FROM AN NHPA ALL-INDUSTRY CONFERENCE SPEAKER
Grant Farnsworth is president of The Farnsworth Group, a research organization that conducts customized research for the building products, home improvement and lawn and ranch industries by providing strategic insights that help companies better understand their customer, product, brand and overall market. For over 15 years, Farnsworth has consulted on qualitative and quantitative research for a variety of manufacturers, retailers and associations ranging from Fortune 100 firms to startups. He continues to gain industry knowledge through efforts with organizations like Harvard’s Joint Center for Housing and the Home Improvement Research Institute.
KEYNOTE
Industry Fundamentals and Customer Behaviors Impacting Home Improvement PRESENTATION
Featuring recent research from The Farnsworth Group, this presentation will highlight key supply and demand factors impacting the future of home improvement. Although fundamentals are key to understanding where we’ve been and where we’re headed, it’s also important to understand changing customer behaviors that are impacting manufacturers and retailers. Research presented will include actionable data on contractor and DIY brand preferences, how shoppers use technology before buying and online and in-store shopping activities.
Q&A
In your opinion, what is the value of a trade event like the NHPA All-Industry Conference and the National Hardware Show?
First off, relationship development and management. It’s important to see the contractors and customers that we serve. These events allow us to still maintain some sort of face-to-face interaction, even in this new world, with people who are integral to our businesses.
Something I also personally enjoy is the observation piece. What’s the mood, vibe and traffic? What are we seeing? I think that engagement with the industry gives you a sense of the state of the industry at that moment.
If a retailer wasn’t planning on attending, what would you say to change their mind?
It’s an affordable and efficient way to connect with your industry and the people who drive growth—be it the customer, manufacturer or supplier. You’ve got the whole ecosystem in one location, which doesn’t always happen.
What one business book would you recommend to others?
I like “Blue Ocean Strategy” by W. Chan Kim and Renée Mauborgne. The idea that you find something that differentiates you—that you go for something niche and become the best at it. Our whole firm is all about the niche. We don’t venture outside of building products, home improvement and lawn and garden. This is it, and it has been for over three decades. There are a lot of research companies, but very few have the focus that we do and 250 collective years of experience behind it. I feel very fortunate to work alongside my colleagues at The Farnsworth Group with the clients we do.
If you weren’t working in this industry, what would you do?
When I was a kid, I thought a marine biologist would be the coolest thing. That or a landscape architect. Oddly enough, both are outdoors all the time, and I do market research inside.
Talking Tech
Discover additional ways to use QR codes in your operation at PDRmag.com/qr-codes
TEACHING
THROUGH TECH
Geoff Sanders is implementing a new initiative, adding QR code how-to videos to displays throughout the store.
Van Well Building Supply manager
Displays That Work
Teach employees how to create effective displays and merchandising that connect with customers. Learn more at YourNHPA.org/merchandising
Using QR Codes to Provide Next-Level Customer Service Connect With Tech
By Lindsey Thompson
From gaining access to a concert venue to reading a restaurant or bar menu, quick response codes, more commonly known as QR codes, have made it easier for consumers to make purchases, look for information and connect with brands they love.
While QR code technology has been around for over 10 years, it has seen a dramatic increase in usage by businesses and consumers in recent years.
According to a survey by technology company Blue Bite, the reach of QR codes grew 96 percent from 2018 to 2020. The number of QR code interactions increased by 94 percent during that same time period.
The increase in usage can be attributed to more people owning smartphones with the ability to read QR codes without downloading a separate app. An increase in the desire for safer contactless commerce options during the pandemic also fueled the jump in people using QR codes.
For Geoff Saunders, QR codes have helped him solve an issue many retailers are currently facing—not enough workers to serve customers. Saunders began his career in home improvement in 1997, and since late 2018, he has managed Van Well Building Supply in Dallas, Oregon.
BEHIND THE SCENES
Over
5.3 million coupons will be
redeemed with QR codes by
2023.
Source: Juniper Research
In 2021, Saunders participated in the Retail Management Certification Program (RMCP) from the North American Hardware and Paint Association (NHPA). RMCP is a college-level program featuring industry-specific business courses and a business improvement project tailored to each participant’s operation. For his project, Saunders decided to pursue using QR code technology to more effectively reach customers and provide better customer service at Van Well and the company’s other locations, which operate under the name Gold Beach Lumber.
Birth of an Idea
For home improvement stores, the first of the year typically means fortifying your workforce in preparation for the busy spring and summer months. Van Well Building Supply also ramps
up its staff in the first quarter, but in 2020, the management team decided against any additional hiring because they thought the economy would take a downturn.
Saunders says the team also decided against hiring because it can be a long process as the company works diligently to get the right people in the right jobs. Gold Beach Lumber has a technical hiring program—candidates take a predictive index assessment and cognitive evaluation, among other requirements, so hiring can be a cumbersome process even in a balanced job market.
“We were getting overrun with business and just didn’t have the time to hire,” Saunders says. “And with the unemployment benefits available after the lockdown, people weren’t exactly lining up for jobs.”
While the company had trouble hiring, it did not have trouble getting customers in the door. Dallas is a bedroom community for Salem, Oregon. Before COVID-19 hit, Dallas residents would do their shopping at the big-box stores in Salem, Saunders says.
“During the pandemic, we had a ton of new people coming in, many who didn’t even know we existed,” he says. “They had surplus income and were wanting to take on projects to update their homes, making them better places to live since they had to hunker down and stay home. Consumers were spending more money, and we got hit with lots of extra business.”
Each of the QR code videos are created, recorded and edited by the employees at Van Well Building Supply
LEADING THE WAY
As a leader in paint-dispensing equipment, mixers and shakers, Fluid Management’s new and improved AccuSmart Dispenser Series increases efficiency, reliability, and profitability. The new AS7500 and AS9500 dispensers feature:
• Dew Point Intelligence (DPI™) – reducing the need for daily nozzle picking and purging
• Queuing and Alignment Tools – including LED lights to help prevent costly mistints
• DVX Pump Technology – with 3X life and dispenser algorithm for smoother dispensing and higher speeds
Geoff Saunders created a list of over 40 topics he would eventually like to cover with a QR code video. Here’s a look at some of the topic ideas to get you started on creating your own QR code videos.
Guide to QR Code Videos
Download our step-by-step guide for creating your own QR code videos at YourNHPA.org/QR-code-guide
On one particularly busy Saturday, Saunders says he and six other employees helped almost 700 customers during the store’s opening hours.
“We had never been that slammed before. I have excellent employees, and they were doing the best they could, but we still struggled to help everyone,” he says. “As I was watching a line of customers waiting for help, I thought to myself, ‘I wish I could clone my employees.’”
That’s when the idea for using QR codes in the store was born.
“I thought it would be great if we could refer customers to a QR code they could scan with their phone to get a brief tutorial on whatever project they’re working on,” Saunders says. “The QR code could keep them in the store until an employee could get to them, or best-case scenario, it provides all the information they need.”
Saunders credits RMCP for the opportunity and resources to make his vision a possibility.
“I presented three different ideas to my regional manager and our company owner, and the QR codes were the concept they liked the best,” Saunders says. “RMCP helped me hone that idea and make it feasible for our company.”
From Concept to Reality
As Saunders explored the best way to make his idea a reality, he started looking on YouTube for videos about different home improvement projects. He didn’t find any he loved, so he went to his associates to film the videos, which also gives the videos a personal touch. The staff has experience putting together videos and had previously created Facebook commercials. He also has several younger employers who create videos for the social media platform TikTok.
“I just tell them what subjects I want to tackle, and they go for it,” Saunders says. “When I saw how easy it was to make the videos, it was kind of a no-brainer. I have two associates make one video, and when you do the math, a 2-minute video costs 68 cents in wages, plus some time editing.”
For his RMCP project, Saunders presented a video on chemical fertilizers and has plans for employees to create videos on topics like irrigation, installing toilets and paint.
Once the videos are filmed and edited, Saunders will upload the videos to the store’s YouTube channel and generate a QR code with a free online code generator.
Next-Level Learning
The Retail Management Certification Program (RMCP) is a college-level program designed to teach key employees, future owners and retailers effective business practices for owning and operating a home improvement operation. Sessions are taught by successful retailers, university professors and industry experts.
Participants learn new skills to manage and drive their business to higher levels of performance and gain skills needed to innovate and lead positive change. The program also includes a business improvement project, challenging each student embark on a project tailored to their business.
“RMCP was one of the most in-depth training programs I’ve done. The training helped me understand how I lead, taught me how to translate my visions to my people and communicate better with them and allowed me to become a better listener,” says Geoff Saunders, manager at Van Well Building Supply.
The deadline to apply for the 2022 class is June 1. Learn more at YourNHPA.org/RMCP
He will print out each QR code with the video’s URL embedded in it and attach it to a shelf hanging tag. The company is working with its wholesaler on a shelf talker that is durable and suited to this type of signage.
Saunders plans on placing the QR codes in locations throughout the store where projects require more detailed information, including departments like plumbing, electrical and irrigation. The QR codes act as a “not-so-silent” salesperson, potentially increasing the average ticket and improving gross margins.
“When a customer scans the QR code in those departments, we can get a head start on providing the resources that customer needs without having an employee physically present,” Saunders says. “The information the videos provide allow the customer to make an informed decision on the products they need to complete the project. Plus, the videos keep the customer in the store longer and give them a better chance of receiving the service they need.”
When a customer is able to find the information they need from the QR code, it frees up the employees to help more customers.
What’s Next
Starting with a list of 40 topics, Saunders has charged certain associates to work on specific projects they have particular knowledge in and plans to launch 20 videos in April 2022.
He will create a catalog of videos each Gold Beach store can use, and each store can also come up with their own topics and record their own videos.
“I’m trying to pave the way and get the program launched in my store so it can then be used across the company,” Saunders says.
Saunders started a YouTube channel for the company to host the videos and track analytics. He’s also continually looking for new ways to add more production value. He has also signed up for a Vimeo account to be able to edit the videos and wants to purchase wireless microphones to help cut out background noise.
“I would love to add layers to this eventually, such as including information on where products mentioned in the video are located in the store,” Saunders says. “I think this project is just the beginning of how this technology can help our company.”
CATEGORY FOCUS
SURFACE SCRAPE THE
3 SELLING TIPS FOR SANDPAPER AND ABRASIVES
Convincing customers, even those who paint every day, to sand during paint projects can be challenging because they’re often focused more on the paint color itself instead of the surface texture.
BY CARLY FRODERMAN
John Schultz co-owns O-Gee Paint in Miami, Florida, with his sister, Peggy Sue Wingard.
Schultz has worked full time at the business since 1988 and took co-ownership of it in 2021 from his mother. Between the company’s retail store and contractor shop, sanding and abrasive sales totaled over $100,000 in 2021. Paint & Decorating Retailer spoke with Schultz about sanding and abrasives and tips on selling them.
RESOURCES
Stay Smooth
Download our sandpaper grit shelf talker to help your sales at YourNHPA.org/sandpaper-shelftalker
RETAILER TIP
1 KEEP IT CLEAN
When selling paint, recommend sanding between every paint coat. Schultz suggests pointing out that sanding removes ugly drips, roller lint and brush marks. It also reveals poorly adhered paint that needs to be removed.
2 GET A GRIP
Explain to customers how sanding creates a profile for paint or primer to better grip a surface, Schultz says. Sanding should be encouraged when consumers are painting doors, trim, banisters, stair treads and cabinetry.
3 STOCK UP
Merchandising a variety of grits, backings, materials, shapes and sizes improves sales, Schultz says. Stocking products for trade customers that require steady product supply can also boost sales, Schultz says.
RECOMMENDED PRODUCTS
PROSAND PAPER
NORTON | nortonabrasives.com
“Norton’s ProSand paper is one of the best, it has a waterproof tear-resistant backing and a clog-resistant coating on the paper to keep it from loading up,” says Schultz. “It works well with hand sanding and is even better for cut-sheet machines.”
I have been known to glue sandpaper to a stir stick to get into tight places like between louvers. Gluing sandpaper to other shapes to make a special profile can really speed things up.”
Non-woven abrasive pads, like the scrubber on the back of your kitchen sponge, are a great way to get into unusual spaces. They compress, enabling them to squeeze into small areas, and they are good for cleaning thoroughly and stripping off any loose material.”
John Schultz O-Gee Paint
Miami, Florida
DELTA SANDER
FESTOOL | festoolusa.com
“I would recommend just about any Festool sander,” says Schultz. “For a hobbyist homeowner or painter who doesn’t want to put in too much time or effort, the DTS400 Delta Sander is my go-to when beginning almost any painting project.”
TOOLS & GUIDES
Let Us Do It for You
Welcome to a new resource for your operation, Project Point. This one-stop
Basic Beyond
Create Personalized and Trendy Kitchen Utensils
Seen on the pages of decor magazines and in design shows, painted wooden kitchen utensils add a dash of style to the kitchen and still serve a practical purpose. With this DIY project, your customers can personalize their utensils with a modern look to match their kitchens and personalities.
TRENDS
What’s Hot in Kitchens
From cabinets to countertops, discover the trends influencing kitchen design in 2022 at PDRmag.com/kitchen-trends
What’s in Your Project Point Package
Visit YourNHPA.org/project-point to download your Project Point Package for this DIY today.
DIY Instructional Guide
This downloadable and printable PDF makes it easy to share this project with your customers. The guide includes step-by-step instructions, a supply list, necessary tools and color photos of each step. There is also a editable version to include your company’s logo and information.
Merchandise Planogram
The merchandise planogram lists all of the supplies and tools a customer would need to complete the project. It offers suggestions on how to display and merchandise the supplies and tools so you can easily promote and sell the project to your customers.
Social Media Posting Guide
The social media posting guide provides everything you need to share this project on your own social media channels. The guide includes suggested copy for Facebook and Instagram, project photos and customizable posts to fit your company’s branding and needs.
TRENDS
Watch the Webinar
Learn more about kitchen and bath trends by visiting YourNHPA.org/nkba-webinar
New Normal Welcoming the
Kitchen and bath full-year industry revenues are expected to reach a record $199 billion in 2022, with an anticipated growth of 19 percent for the second year in a row. Whether they are repainting kitchen cabinets or undertaking a full bathroom remodel, here’s what homeowners can expect when taking on kitchen and bath projects this year.
Shortages
of companies looking for industry and manual services workers say it’s “somewhat” or “very difficult” to findqualified workers.
WORKER of companies say it is “somewhat” or “very” difficult to retain workers. 49%
RETURN OF
The Pros
Rising costs will drive some homeowners to take on projects themselves, but 85 percent of remodels will include professional involvement
Sources: The National Kitchen & Bath Association: 2022 Kitchen & Bath Market Outlook, The New Normal in Kitchen and Bath Webinar, 2021 Conference
Designers report an average of three months of project backlog due to pent-up demand for premium upgrades, supply chain issues and a lack of skilled labor.
The 23 percent increasein relocations from big cities to midsize or small metropolitan areas brings a different customer base to retailers.
Get 25% off of any listing through March 31. Visit YourNHPA.org/marketplace to get started. SAVE 25% THROUGH MARCH 31
Are you expanding your operation or looking for an exit strategy? Connect with 40,000 home improvement retailers on the NHPA Retail Marketplace.
Are you selling your business?
List your business for sale on the NHPA Retail Marketplace to reach interested and motivated home improvement retail buyers. Public and private listings are available.
Are you interested in buying stores?
If you are currently looking to expand your business through acquisition, the NHPA Retail Marketplace can connect you with potential sellers in the industry. Public and private listings are available.
Are you hiring?
Find talented, qualified people in the home improvement industry. List your open position on the NHPA Retail Marketplace to find the best personnel fit for your business.
Industry Events
Conference
APRIL 5-7 | LAS VEGAS
Last Chance to Register!
KEYNOTE Employees First: Disrupting Assumptions for More Loyal Customers and Stronger Sales
Kevin Hancock, Hancock Lumber
KEYNOTE
INVESTING IN PEOPLE, PRODUCTS & TECHNOLOGY
RETAIL
PANELS Keep Your Pro Promises
Industry Fundamentals and Customer Behaviors Impacting Home Improvement
Grant Farnsworth, The Farnsworth Group
AWARDS
The 2022 NHPA Top Guns Awards
Recognizing retailers who are pillars of innovation, commitment and passion for the independent home improvement channel.
• Elliot Greenberg, JC Licht
• Pat Sullivan, Sullivan’s Hardware
• Stacy Bivona, Builders
PLUS
• Creating Innovative Problem-Solvers in Your Business
• Hiring Strategies You Need to Try
For retailers who serve contractors and other home improvement professionals, offering perks for loyalty can be the difference between a recurring customer and a long-term relationship.
How Retailers Are Taking on Tech
Independent retailers continue to invest in strategic technology solutions to attract and retain customers whose expectations have changed over the last two years.
Creating the Ultimate Customer Experience
Creating an inviting experience is key to customer retention, and independent retailers have the flexibility to adapt to their customers’ shifting expectations.
Insights From Young Retailers
Meet some of the 2022 NHPA Young Retailer of the Year honorees as they share about their journeys as retailers and what their goals are for the future.
Learn more about the NHPA All-Industry Conference on page 40, or visit YourNHPA.org/conference.
TOOLS & GUIDES Service Etiquette
Download our customer service infographic for more tips at YourNHPA.org/customer-service
Respond With Care
According to the 2021 SuperOffice Customer Service Benchmark Report, 62 percent of companies do not respond to customer service emails. Read on to see how companies are failing customers digitally, and learn what you can do to improve your online customer service.
MAKE IT EASY
Provide a direct email address or phone number on the homepage of your website. Never ignore a customer’s question.
FOLLOW UP
Set up an automatic follow-up email to be sent a few days after your response to see if customers are satisfied with your answers.
CREATE A PROCESS
Consider assigning responsibilities, composing email templates or utilizing customer management software
USE AUTOMATED RESPONSES
Automatic replies to questions should include customer support hours, a unique reference number and links to a knowledge base.
ANSWER EVERY QUESTION
Focus on quality, not quantity or speed. Do not make your customers contact your company multiple times for the same reason.
Sources: SuperOffice, 7 Ways To Provide “Best In Class” Customer Service, 2021 Customer Service Benchmark Report
5 Chatbot Best Practices
Scan the QR code to read about chatbot best practices and how they can be used to improve customer service.
90% of companies do not send a follow-up email to customers to see if they are satisfied with the response. FOLLOW UP
ACKNOWLEDGE
ANSWER of companies do not acknowledge or inform the customer that an email was received
20%
of companies fail to answer all questions on the first reply.
Beautiful, long-lasting paint projects start with a premiumquality, job-specific primer. Choose Benjamin Moore® Fresh Start® for any substrate and rely on the very best:
• Adhesion
• Holdout
• Stain Blocking
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