Paint & Decorating Retailer September 2020

PAINT DECORATING&

On the Cover

Make the Climb Count

When it comes to the tools your contractor customers use, you know they are going to vet the products you sell for performance and quality. Help pros reach new heights by offering top-of-the-line ladders and scaffolding equipment. Discover the trends in this category.

Hollister Paint Co.

In 1927, Hollister, California, became a little more colorful when Hollister Paint Co. opened its doors. Fourth-generation owner Lance Goularte is growing the operation his great-grandfather started.

Photos by Conner Stevens

Clean Surface

Finding a paint stripper that is effective and safe has become more complicated in recent years due to regulations and consumers’ preferences. Learn about the products that work and keep people safe.

Virtual Connections

The National Hardware Show will kick off as a virtual event Oct. 12-15. Find out how the excitement of the show floor will transition to your computer screen and what opportunities await.

PAINT & DECORATING RETAILER

(ISSN 1096-6927): Published monthly except December by the Paint and Decorating Retailers Association, 1401 Triad Center Drive, St. Peters, Missouri, 63376-7353. Phone: 800-737-0107.

Subscription price: January through November issues, $49 in U.S., payable in advance. Canada add $24, and foreign countries add $48 to above charges. Single copy $10, except July issue, $25. Periodicals postage paid at St. Peters, Missouri, and additional mailing offices. Postmaster: Send address changes to Paint & Decorating Retailer, 1401 Triad Center Drive, St. Peters, Missouri, 63376-7353. Returns (Canada): Return undeliverable magazines to P.O. Box 2600, Mississauga, Ontario L4T 0A8. PM# 41450540. Copyright © Paint and Decorating Retailers Association, 2020.

Viewpoint

The Start of a New Era

There is no doubt that this era for businesses will be remembered as one of great challenge and opportunity, but also one of great change. This is certainly the case for the Paint and Decorating Retailers Association.

The PDRA has served retailers in this industry for the past 75 years. As of Sept. 1, however, the PDRA began the process of shutting down operations.

Before anyone laments the loss of a vibrant organization representing the interests of independent paint and decorating retailers, rest assured that nothing could be further from the truth.

While the PDRA will no longer exist as a standalone entity, we have made the decision to come together with another powerful organization to offer enhanced representation and services to this channel.

After years of working with the North American Retail Hardware Association, which represents and services the 35,000-plus independent home improvement retailers in the U.S. and Canada, the decision was made to expand that organization to also offer services to paint and decorating retailers.

Within the next several months, NRHA will officially become the North American Hardware and Paint Association (NHPA). With this monumental change, paint and decorating retailers will not only have access to the same services and benefits offered through the PDRA, but they will also have a wealth of new resources at their disposal.

Some of the first initiatives this new association will be taking on include:

• Conducting a major research project to determine the challenges, opportunities and needs of today’s independent paint and decorating retailers.

• Establishing an advisory council made up of members from the paint and decorating channel that will help guide programs and services.

• And establishing roundtable groups for paint and decorating retailers to share their industry insights and come together to support one another.

This is just the beginning of all the new and exciting things that will be coming your way.

For all these enhancements, there are some things that will not change. We will continue publishing Paint & Decorating Retailer magazine, and I will continue serving the industry in a new role with NHPA. Dan Simon will continue representing this publication.

Most importantly, independent paint and decorating retailers will continue to have an advocate that is dedicated to helping each and every one of you become better and more profitable operators.

Please stay tuned for more communications in the coming weeks about this exciting new era. I look forward to the opportunities that await.

LeAnn Day CEO leann@pdra.org

Publisher, Executive Vice President, Sales Dan Simon dan@pdra.org

Phone: 800-737-0107, Fax: 636-229-4750

Editor-in-Chief

Dan Tratensek dant@nrha.org

Issue Contributors

Diane Franklin

Graeme Haase

Heather Kauffman-Peters

Jerry Rabushka

Karon Warren

EDITORIAL, DESIGN & PRODUCTION

Managing Editor Melanie Moul editor@pdra.org

Hans Cummings Autumn Ricketts

Todd Taber

Nancy Vondersaar

Association Coordinator Tina Sullivan tina@pdra.org

Graphic Artist & Web Coordinator Kim Groseclose kim@pdra.org

ADVERTISING

Account Executive Brandi Hemmer brandi@pdra.org Phone: 636-680-2785, Fax: 636-229-4750

PDRA EXECUTIVE LEADERSHIP

LeAnn Day Chief Executive Officer

OFFICERS

Craig Bond Chairman of the Board

Tommy’s Paint Pot, Eugene, Oregon

DIRECTORS

Robert Mueller

Benjamin Moore Kelowna Kelowna, B.C., Canada

Jay Donnelly

Flanagan Paint & Supply St. Louis, Missouri

Lesley Davies-Baptista Paint Fair Ltd. Freeport, Grand Bahama, Bahamas

PDRA ADVISORY COMMITTEE

Dori Marks, PPG Industries

Thomas Hill, The Coatings Alliance

Eugene Andreassi, Benjamin Moore

Joe Jankoski, Hunter Douglas

Bob Clemence, Hyde Tools

John Shingledecker, Allpro Corp.

Richard Russo, Reed Exhibitions

Mike Dube, Lancaster

The Big Picture

FMaking the Most of a Sticky

or thousands of high school students this spring, prom season was anything other than what they imagined it would be. With schools closing in mid-March and large gatherings prohibited, many students found themselves dancing with their parents in the living room or hosting Zoom parties with their friends instead.

With everything else thrown out of normalcy, one consistent part of prom remained: The annual Duck Tape® brand Stuck at Prom® Scholarship Contest.

This year marked the 20th annual contest, in which teenagers design prom attire, tuxedos and dresses, using only Duck brand duct tape or crafting tape. One grand prize winner is selected in each category and each winner receives a $10,000 scholarship award. Four runners up in each category receive a $500 cash scholarship award.

Situation

This year’s winners are Peyton Manker of Sparta, Illinois, for best dress and Ashton Cordisco of Marietta, Georgia, for best tux.

Manker spent 395 hours making her dress out of 41 rolls of Duck Tape. She also designed a variety of accessories, including jewelry, shoes, a virus-shaped handbag and a mask.

“The coronavirus pandemic became my inspiration for my dress once it hit the U.S. and took my peers and I out of school and canceled our senior proms. I chose to represent how the coronavirus affected not only us, but the world through artwork I created myself,” she says.

Cordisco spent 80 hours making his tux out of 27 rolls of tape. He says the best part of the process was sharing the pictures and video of the finished tuxedo with his art teacher, whose passion for art influenced his decision to pursue a career in design.

Arm Your Customers With Smart Technology

Give your customers total control over color for increased efficiency. With the Benjamin Moore Color Portfolio™ app + ColorReader, they can accurately measure a color and find the closest paint color match instantly.

Place an order today and boost your bottom line

Contact Susan Mack at bminfo@datacolor.com to learn more about offering the Benjamin Moore Color Porfolio™ App + ColorReader in your store.

Benjamin Moore Color PortfolioTM App + ColorReader

• Get a precise color match instantly

• Match to Benjamin Moore’s paint colors and color palettes of other paint brands

• Browse digital fan decks and save colors

• Save and share room renderings with your clients

• Help your clients imagine spaces through virtual reality

Painting the Future Green

A New Generation of Sustainable Paints

Traditional disposal of paint often involves burying products in a landfill. Since the primary function of many of these products is to protect surfaces from climatic extremes, many of them are toxic to the environment and take an extended amount of time to decompose back into nature. The Paint Foundation estimates its recycling program has moved more than 46 million pounds of paint away from landfills annually.

The Paint Foundation has developed a system of reusing waste, including expired products, mistints, discontinued lines, off-spec paints, raw materials and wash streams to create a new generation of products with the benefits of protecting the environment and achieving sustainability. The organization works with paint manufacturers to collect, recycle and reuse these toxic waste products and has created a line of water- and solvent-based coatings. The Regent Recycled series includes interior and exterior latex paints and primers, bitumen emulsions, texture coatings, stucco putties, red-grey oxide primers, alkyd-synthetic enamels, alkyd stains, plastic emulsions and more.

Huzaifa Matawala, president of Regent Paints USA Inc. and The Paint Foundation, says paint recycling is the most significant chapter of sustainability in the paint industry.

“In the era of abundance where the procurement of new raw materials is so easy, where access to resources and exploitation of nature is an all-time high, recycling will save us from deforestation, reduction in carbon footprint, and get us cleaner air, water and land,” Matawala says. “We have developed a systematic approach by creating awareness, and then educating and finally collaborating by offering a total package that includes setting up recycling operation and picking the material continually from location.”

The Paint Foundation, a 501(c)(3) charitable organization, was founded by third-generation paint manufacturers to bring maximum sustainability to the paint and paint raw materials manufacturing industry. The goal is to provide sustainable reuse options for manufacturers’ nonsalable, non-useable and waste products, recycling them back into a circular economy.

The Evolution of Clear Wood Finishes

Water-Based Options Deliver Ease of Use, Superior Protection, and Value

For many years, water-based clear wood finishes have been met with skepticism from DIYers and skilled woodworkers. While the advantages of lower odor and easy cleanup were tempting, the lack of performance and poor application kept many continuing to use traditional solvent-based products.

Old Masters has long been recognized as an industry leader of wood stains and finishes. The company’s reputation for delivering quality products has developed a loyal following of professional and DIYers. Old Masters leads in the advancement of water-based clear technologies and offers several water-based products that will change the most hardened skeptics mind about water-based finishes.

Retailers should be introducing water-based clear finishes to users, especially to professionals and contractors as they have improved and offer benefits over solvent-based products. Benefits include ease of application, fast dry, good flow and leveling and easy soap and water cleanup of equipment. Water-based products also do not require special flammable storage considerations.

Old Masters offers both interior and exterior water-based products. Masters Armor® Interior Water-Based Clear Finish provides a beautiful, clear, fast-drying finish with excellent clarity and superior durability, making it a perfect coating for cabinets, furniture and woodwork. Advancements in technology have led to improvements in stack times, reducing grain raise, ease of sanding and improved blocking. Masters Armor has also

been gaining popularity as a floor finish for its quick dry times, allowing a floor to be put back in service faster. Masters Armor also offers a hardener that offers extra durability, chemical resistance and even higher durability to high-traffic floors, bartops and tabletops.

Old Masters also offers solutions for exteriors with its Ascend Exterior® Water-Based Clear Finish. Like Masters Armor, Ascend Exterior offers a durable finish formulated to take the rigors of life outside with the addition of ultraviolet absorbers for advanced sun protection, making it perfect for outdoor furniture, above waterline marine surfaces and exterior wood doors. Ascend Exterior should also be considered for interior windowsills and door frames that are exposed to the sun, adding extra protection to the wood and extending the life of the surface.

For professionals, Old Masters offers a professional single component water-based finish as an alternative to traditional pre-catalyzed lacquers and conversion varnishes. Apex® High Performance Polymer (HPP) Interior Water-Based Clear Finish sprays extremely well, delivers superior chemical and wear resistance and offers quick dry times. Water-based products like Apex HPP meet many of the requirements in areas where VOCs are a concern and are specifically developed for contractors, builders and wood shops.

Learn more about Old Masters and Old Masters Professional products by visiting myoldmasters.com or calling 800-747-3436.

Product News

Paint Roller Cleaner

Sponsored Product

Pamrick Enterprises’ CLEAN N ROLL is a commercial-grade tool for home or professional use. It cleans and dries multiple size paint rollers for immediate reuse or storage. It features splatter-free cleaning using less water than conventional roller nap cleaning methods.

Pamrick Enterprises LLC cleannroll.net or 805-709-6718

Adjustable Work Platform

The Werner Adjustable Pro Platform is height adjustable, providing up to a 9-foot reach. Its aluminum construction supports up to 300 pounds, yet is lightweight and compact, making it easy to transport. It includes plastic bumpers allowing it to be used on stairs without damaging finished surfaces and features one-handed lock and height adjustments. Werner Co. wernerco.com or 888-523-3372

Epoxy Roller

EpoxyRoll Pro rollers resist shedding, matting and are 100 percent lint free. They are specifically designed for the application of epoxy coatings, urethanes, polyaspartics and adhesives.

Nour

nour.com or 519-886-7173

Product News

Anti-Slip Tape

Flex-Tred® is an antislip tape that installs on any dry, clean, smooth surface. It is durable and resistant to solvents and suitable for indoor and outdoor applications. Flex-Tred is available in 60 foot rolls in ¾ inch to 24 inch widths and is also available in die-cut sizes to fit a variety of applications. Custom die-cut sizes are available upon request. Wooster Products woosterproducts.com or 800-321-4936

• Easy

• Safe

• Enhances beauty and protects surfaces to make them look better and last longer

• Helps delay tarnishing and oxidation of bronze, copper, brass, and even wrought iron

• Gives finishes a soft sheen and a smooth feel

• Lock in the oils and waxes after using Howard’s other food-grade products

• Great for woodworkers who need a hard, carnauba wax finish

• Made in the USA with food-grade carnauba wax, beeswax and mineral oil

Insulating Paint and Primer

Bisaten Thermal Paint and Primer is a water-based formula that creates a thermo barrier and has antimold and anticondensation properties. Its nontoxic, VOC-free, washable formula makes it safe for use around children and pets, and it cleans up with soap and water. Its insulation technology lowers heating and cooling costs by up to 26 percent.

GDM Di Maria 561-307-5283 or bisaten.us

Wall Repair Compound

Fix It Fast’s allows wall repair compound to flow directly from the attached spreading knife to fill small holes, scratches or other imperfections in drywall or plaster without requiring sanding. The tube is designed to keep air out, preventing the compound from drying out, and it reseals so it can be used for multiple repairs.

Saint-Gobain ADFORS us.adfors.com or 800-762-6694

Swiveling Glove Clip

Squids® Swiveling Glove Clip Holders are constructed from acetal copolymer and thermoplastic polyurethane. The clips connect to clothing, belt loops, tool belts, d-rings and more to hold gloves, mittens, keys, PPE, towels and more at the ready. They feature a patent-pending breakaway design and are available in orange, blue, black, lime, red and granite. Squids Glove Clips are Made in the USA.

Ergodyne ergodyne.com or 800-225-8238

Industry News

A Surge in Demand

New Houzz Data Shows Strong Uptick in Leads for Pros

Home remodeling and design platform Houzz reports a 58 percent increase in U.S. project leads for home professionals during June compared to the same time in 2019. Notably, kitchen and bath remodelers saw a 40 percent increase in demand during this period.

Houzz says the types of projects homeowners are pursuing on their platform illustrates a desire for more usable space inside and outside the home. Interest in pool and spa pros more than tripled, while demand for landscaping contractors, deck and patio pros more than doubled when comparing June data from the year prior. The number of customers seeking pros for home extensions grew by 52 percent over 2019.

“There is an incredible rise in consumer interest for home improvement projects across the country, and people are coming to Houzz to find professionals for major projects like new swimming pools and decks, as well as for more modest outdoor improvements like tree planting and fencing,” says Liza Hausman, vice president of industry marketing at Houzz.

Houzz’s data also provides a look at regional home improvement project interest. In Portland, Oregon, home pros saw a 30 percent increase in project leads during June. Interest in home improvement projects also increased in Boston, Atlanta, Chicago and Houston.

FOR A BREATH OF FRESH AIR

Designed for virtually dust-free sanding, Norton MeshPower ceramic discs provide for a cleaner and healthier working environment, a better finish, and a much more comfortable sanding experience.

NORTON MESHPOWER ADVANTAGE

• Mesh backing for optimum dust extraction

• Full ceramic grain for excellent cut rates and superior scratch pattern

• Norton No-Fil technology prevents clogging and creates a consistent cut throughout the product life

VISIT US ONLINE

• Hook and loop design with no designated hole pattern is quick and easy to align to any backing pad – just apply and go!

See how Norton MeshPower can work for you and watch the video at https://nortonsga.us/mpdiy or visit us online at https://nortonsga.us/meshpowerdiy

PPG Reports $3B in Q2 2020 Sales

Paint manufacturer PPG posted $3 billion in net sales in the second quarter of 2020, roughly 25 percent lower than in the same period in 2019.

The company says disruption from the COVID-19 pandemic accounts for the fall in sales.

“We delivered solid operating results in the second quarter, especially considering the significant declines in economic activity in most of the world due to the COVID-19 pandemic. The strongest performance came from our global architectural coatings businesses, which was driven by increased DIY demand of PPG paint products in all major regions,” says Michael H. McGarry, PPG chairman and chief executive officer.

McGarry expects to see PPG sales stabilize in the coming months.

“Looking ahead, we expect overall economic activity to continue to recover, although at a varied pace across end-use markets and regions given the uncertainty around the ongoing effects of the pandemic,” he says.

PPG Foundation Powers Future Innovators

The PPG Foundation will provide more than $200,000 in undergraduate college scholarships through the National Merit Scholarship Corp.

Since the program’s start in 1956, the PPG Foundation has awarded more than 3,000 scholarships to U.S. students.

The 2020 scholarships include 25 awards for children of PPG employees and students who live in communities near PPG facilities.

“PPG believes that when we invest in students, we help spur their individual academic success and empower them to become leaders who will accelerate the future of manufacturing, science, technology and other vital industries,” says Malesia Dunn, executive director, PPG Foundation and corporate global social responsibility.

Paint and Wallpaper Sales Saw Q2 Spike

Paint and wallpaper stores in the U.S. saw sales increases in the second quarter of 2020, as many Americans followed social distancing advice and began home improvement projects.

In April, paint and wallpaper retail sales totaled $884 million, the lowest figure recorded so far in 2020 by the U.S. Census Bureau, which collates retail sales data.

Nonseasonally adjusted sales rose 15.2 percent to $1 billion in May. June saw sales rise 13.7 percent to hit $1.2 billion, the highest figure yet recorded in 2020.

Second-quarter 2020 sales for the retail sector amounted to $3.1 billion dollars.

The second-quarter sales increase marks a 10.7 percent increase over first-quarter sales figures in the paint and wallpaper sector. Total U.S. retail sales in July amounted to more than $552 billion.

Q2 2020 Paint & Wallpaper Sales Not Seasonally Adjusted

Source: NAICS 44412, U.S. Census Bureau

FDA Warns Against Some Hand Sanitizers

The COVID-19 pandemic has prompted many paint and decorating retailers to bring in new product categories, including personal protective equipment including hand sanitizer. Now, the U.S. Food and Drug Administration (FDA) has issued warnings against some brands of hand sanitizers, saying they could pose serious health risks.

The FDA says some alcohol-based hand sanitizers currently on the market contain methanol, or wood alcohol, which can be toxic when absorbed through the skin and life-threatening if ingested.

The administration is working with product manufacturers to recall products and is simultaneously encouraging retailers to remove hand sanitizers containing methanol from their inventories.

For more information on the FDA’s review of hand sanitizers, visit the administration online at fda.gov .

CCI Coatings Names New VP of Sales

CCI Coatings has announced Jeff Takac will now serve as its vice president of sales for North America.

“Jeff brings an excellent record of leadership, results and industry experience in building highly successful teams that are focused on helping customers succeed.”

—Tom Huemiller, CIC Coatings

In the role, Takac will focus on leading the company’s Centurion Interior Architectural Wood Coatings business initiatives in the U.S. and Canada. He has more than 20 years of experience in the coatings and wood finishes industries, including senior leadership positions with IVM Chemicals, Valspar and Sherwin-Williams.

“Jeff brings an excellent record of leadership, results and industry experience in building highly successful teams that are focused on helping customers succeed,” says Tom Huemiller, president of CIC Coatings. “He recognizes our core values and will do a great job of introducing and enhancing the Centurion success story and programs, helping our partners and end users grow their businesses.”

Based in Dallas, CIC Coatings is a leader in the manufacture and distribution of wood and metal coatings made in America.

Another component of his responsibilities will be overseeing the marketing components of the brand and build strategic customer partnerships in North America.

Jeff Takac

By Jerry Rabushka

Climbing the Next Rung

A Regional Pro Perspective on Ladders and Scaffolding

Ladders and scaffolds are a necessary part of a painter’s equipment, but they can be risky if not constructed properly. It’s not something contractors can take a chance on, so they’re going to buy what they need and trust. Once they have that under control, they’ll go for price. If they have a specific product in mind, a little online shopping will show them where to get it affordably, so it will help you to be aware of what your competition is charging.

On the following pages, get insights from contractors across the country to learn what they look for in this crucial equipment.

From Maine to Montana

Erick Gatcomb is proprietor of Gatcomb Painting and Design in Hancock, Maine. He often finds himself working on historic and vacation homes, some of which demand he take himself and his paint supplies up several stories.

“Buying a ladder is akin to visiting the dentist or the mechanic—you generally only do it when you need to,” he says.

When it comes to ladders, he knows what he wants before he comes to visit, so brand, price and convenience are key to the sale. He’s not going to risk an unknown quantity 30 feet in the air.

“If I’m shopping for a little pick-me-up, I’ve already got a good idea what I need. Also, if the store offers free delivery, I’ve already got my wallet out.”

—Erick Gatcomb, Gatcomb Painting and Design

“I’ll happily pay more for a Werner 32-foot fiberglass extension ladder than a far cheaper ACME ladder,” he says. Wile E. Coyote should take note.”

No matter how well organized your display—and ladders do present a challenge—if it doesn’t have what he wants, you won’t lure him in.

“I’m sure store displays are important for retailers and distributors overall, but I hardly pay attention to them,” Gatcomb says. “If I’m shopping for a little pick-me-up, I’ve already got a good idea what I need. Also, if the store offers free delivery, I’ve already got my wallet out. Some local stores

offer free delivery, and that can be a huge help when you’re ordering 20 frames of staging or a couple 40-foot ladders. Even some of the boxes won’t drop it off on-site for free.”

While Erick likes to get what he needs right away rather than wait for a delivery, he understands it can be a lot to stock, especially for a smaller store.

“I do try to keep that in mind,” he says. “And sometimes having the equipment ‘on order’ gives me a little temporary peace—it lets me stall for a few days before I have to set up those aluminum walk boards 50 feet in the air.”

Price is also a major purchasing motivation, and for many, saving money is worth a longer drive.

“I know independents charge more than box stores—I expect them to, and I don’t mind paying a little extra to help the mom-and-pop shop,” he says.

Matt Jansen, owner of the Billings, Montana, business Matt the Painter, is not going to buy ladders just for the fun of it.

“I usually purchase out of need, either replacing older ones or needing more for additional crew,” he says. “Usually, I like to get them right away, but I can wait if there is a special sale going on.”

In Maine, contractor Eric Gatcomb services homes that can stretch up to three stories. He goes into a store to buy the tool he knows works for him, and he considers brand, pricing and convenience making a purchase.

He’s done his homework, and he doesn’t need you to know everything about every rung—but having some sundries in stock will help bring him by.

“Ladder stabilizers are important to me. It is important to have them on all my ladders, and the better they are regarding ease of use and safety, the more they would sway me to which ladder I get,” says Jansen. “I prefer not to have to add ladder stabilizers onto a new ladder.”

Jansen also floats rental as a service he would consider in this category.

“We don’t have scaffolding besides yellow baker scaffolding, as we don’t use it that often,” he says. “It is cheap to rent, and that way I don’t have to find a place to store it.”

The View From Wyoming

In Laramie, Wyoming, Rob Rarbro runs Wyoming View Painting. He does a lot of exterior work, and he likes a variety of ladders to choose from.

“Usually the needs of the job or growth and buildup of new crews requires us to purchase more ladders,” he says. “Having ladders of all sizes helps ensure we can reach any part of the house with the most efficiency and safety.”

Safety, he continues, is where retailers can help him out.

“Ladder safety is the biggest thing for us, and knowledge of the duty rating so that we can purchase a ladder that will last. We primarily purchase fiberglass ladders due to their increased safety around powerlines versus aluminum.”

Christian Militello, owner of Militello Painting and Powerwashing in Ambler, Pennsylvania, has two questions: How quickly can it be delivered and how much weight can it hold? He also considers reach, weight restrictions, availability, and the price of fiberglass versus aluminum models.

Like his counterparts, Militello’s purchase is often because of expanding crew or service.

“Typically need drives it for us; that could be due to more team members and we need one that day or because we are outfitting a new vehicle,” he says. “We love instant gratification—we love to get our ladders quickly.”

Scaling to New Heights

The advice from Werner Ladder falls right in line with what our pro painters say they’re looking for.

The right ladder is about keeping workers safe, and professionals know what works on their sites. Be sure your team is knowledgeable about the capabilities and features of this equipment.

“Offering brands that pros depend on is the first step, and next is highlighting their most important attributes,” says Stacy Gardella, vice president of brand marketing at Werner. “Pros want to have a simple shopping experience, first choosing the style of product, the correct duty rating and material, and then evaluating new innovative features designed to make them more productive on the job.”

The options in this category are growing—even if your square footage to display them is not—so offering digital accessibility is a must.

“With limited space in stores, customers should be able to find more options, sizes, materials and duty ratings online, where the product mix can be much broader,” says Gardella. “Online content is critical and needs to include images, videos, PDFs and 360s. In store, products need to optimize visuals on an endcap with signage or be organized in a bay with effective packaging, including in-use images and

technical specifications to make purchase decisions quick and easy.”

After extensive research with professionals, Werner came out with two new products to help elevate productivity.

“The new Adjustable Pro Work Platform, a heavy-duty, oversized adjustable work platform that is compact and lightweight, is designed for painting projects and uneven surfaces,” says Gardella. “Also, the LEANSAFE ® X3 is a professional 3-in-1 multiladder that seamlessly changes from a step ladder to leaning ladder or a straight ladder in one adjustment.”

The company is always looking to connect with end users and learn more about how their products are doing on the ground.

“From digital assets to in-store merchandising support, the Werner team is focused on driving sales for its distribution partners,” she says.

Werner Ladder says one key to selling to pros is to have the right merchandising, even if you don’t have space on the salesfloor for the whole display. Online content, videos and other in-store visual aids can be the key to the sale.

Online Makes the Difference

Buffalo Corp., based in O’Fallon, Missouri, is closing in on 40 years in business. The company sells a mix of products including generators, bar stools, and scaffolding under the Buffalo Tools Pro Series brand.

Amos Barash, vice president of sales, says that while scaffolding is usually thought of as a pro product, the DIY market for it is growing.

“Big-box stores sell way more scaffolds online than in-store. They can ship to store or home, and smaller retailers need to do the same. Internet sales are here to stay, and retailers who ignore that are going to lose sales.”

—Amos Barash, Buffalo Tools Pro Series

“Each year we sell tens of thousands of scaffolds, and each year more and more go to the DIYer,” he says.

While it’s helpful to have some in stock, Barash says, it’s imperative to have online ordering access.

“Obviously having scaffolds on hand is the best way to sell them, but those take up a lot of room,” he says. “Big-box stores sell way more scaffolds online than in-store. They can ship to store or home, and smaller retailers need to do the same. Internet sales are here to stay, and retailers who ignore that are going to lose sales.”

If you have limited space for scaffolding, Barash advises to go with the 6-foot baker style, which will make up the majority of your sales.

His final tip for selling to pros can really be narrowed down to one key component: price. Keeping pricing in mind when attracting more contractor customers to this category may be the solution to your sales going up to the next rung.

While scaffolding may typically be considered a tool for professionals, Buffalo Corp. in Missouri says there has been increased interest from DIYers. Educate your team so they can be prepared to answer questions from anyone who comes in to buy.

By Diane Franklin

Stripped to the Basics

Finding Alternatives to Harsh Paint-Stripping Chemicals

The paint remover category has been undergoing a transition over the past couple years in response to the U.S. Environmental Protection Agency’s ban on the retail sale of methylene chloride products. With the elimination of this dangerous chemical, as well as the phasing out of NMP by many retailers, a renewed focus on safer strippers has come to the foreground.

Paint remover manufacturers have introduced new products, new formulations, and in some cases, entirely new product lines to address the void in the marketplace. They’ve also positioned existing products with safe formulations to take on added market share. These developments have important implications for the health and safety of professional contractors in the workplace.

Filling a Need

With the banning of harsher chemicals dramatically changing the landscape of the industry, Dumond Inc. is filling the needs of commercial and industrial contractors with the launch of Confined Space ™ Paint Strip Gel.

“It is specifically formulated for any and all confined spaces,” says Rick Grear, Dumond’s president. “The value proposition with the Confined Space™ Paint Strip Gel is similar to other Dumond water-based paint removers in that none of these products allow for any airborne dust. They keep the paint and coatings being removed in a wet, nonairborne state. The product, in addition to having no methylene chloride or NMP, has zero VOCs and no obnoxious odor.”

• No Dangerous Fumes.

• No Methylene Chloride or NMP.

• Removes 20+ Layers of Paint.

•Works on Most Paints & Coatings.

• Perfect for Indoor Use.

• Gel Formula Clings to All Surfaces.

“NO WORRIES! CSPS Gel works safely & effectively in the SMALLEST ROOMS, CLOSETS, HALLWAYS, SHEDS, ATTICS, BATHTUBS, SHOWERS, ETC. with NO DANGEROUS CAUSTIC CHEMICALS & NO FOUL HARMFUL SMELLS. Wow!”

• SAFE for Use in “ CONFINED SPACES !”

Available in half-gallon, gallon and 5-gallon sizes, Confined Space™ Paint Strip Gel is capable of removing more than 15 to 20 coats of any coating in one application. Professionals are using it in a variety of commercial and industrial settings.

“It’s being used in ship holds of commercial and military ships to strip lead-based and oil-based paints with absolutely no problems,” Grear says. “Bathtub refinishers, who experienced fatalities in conjunction with methylene chloride paint removers, have used this new product with great success. The product works in tight, confined spaces in about 30 minutes, giving professionals the results they have always expected but without any health and safety issues.”

The formulation of the product is consistent with Dumond’s focus on water-based, biodegradable products, which began when the company was founded nearly 40 years ago.

“Since day one in 1981, Dumond has only been focused on manufacturing environmentally friendly, safe and effective and water-based paint and graffiti removal cleaners and products,” Grear says. “We were deeply embedded in these types of solutions and products long before it became fashionable.”

Dumond’s paint removers have a proven track record of removing multiple layers of coatings without causing damage to any substrate, as demonstrated with such prominent projects as Cedars-Sinai Hospital, the White House, the U.S. Capitol Dome, many national parks and even the Eiffel Tower.

“Professionals who have had tremendous success on these large, prominent projects are utilizing the same products from Dumond that the Joneses utilize to do their home improvement projects,” Grear says.

An Environmental Approach

The environmentally friendly products in the paint remover lineup from Sunnyside Corp. fit in with the stronger focus on safer product formulations.

“Sunnyside offers a wide range of paint removers that will accommodate the professional on any job,” says Adam Newman, national sales manager. “Our Back To Nature line of removers, which are NMP and methylene chloride-free, feature a more environmentally friendly approach when it comes to paint removal.”

Sunnyside’s products provide other attributes that professionals value, such as multilayer removal and speed.

Giving your customers everything they need in one kit makes paint stripping simple from start to finish. In addition to kits, like this one from Dumond, be sure to merchandise other tools that are necessary for paint stripping projects.

“Multi-Strip Advanced is not only safe to use, but it’s a very aggressive product that will remove up to 15 layers of paint, including tougher epoxy and elastomeric coatings,” Newman says.

“Our 2 Minute Remover Advanced and Dad’s Easy Spray line would cross over to your traditional methylene chloride products while being free of methylene chloride. They are designed to work extremely fast, and in return see quicker results, but will remove a smaller amount of paint in one application than the Multi-Strip Advanced. These products will make any contractor’s job much easier, but since you have two different technologies, we recommend testing on any job site.”

Bridging the Gap

One of the criticisms of safer strippers is that they don’t provide the speed that timeconscious professionals require. Chemique Inc., a company with over 45 years of experience in manufacturing and distributing state-of-theart products, has introduced a new product to address this drawback. This innovative new

Motsenbocker’s Lift Off® Latex Paint Remover comes in a consumer-friendly spray bottle, but is also available in 5-gallon drums for pros.

technology resulted from Chemique joining forces with the former owners of Back To Nature Products Co., who have a track record of introducing revolutionary safer strippers to the market.

“Until now, consumers have been left with the unwelcome choice of choosing between a faster-acting remover that was flammable or contained harsh chemicals or a safer alternative that could take up to 24 hours to work,” says Dan Cohen, vice president of sales. “Now, that has all changed. With StripIt® GOLD, you have an eco-friendly stripper that starts working in as little as five minutes. It can remove up to two layers of common household oil- and water-based paints in approximately 15 minutes and up to five layers in approximately 45 minutes.”

In addition, StripIt® GOLD can stay wet and active for 24 hours or longer, allowing it to remove multiple layers or tougher coatings.

“It bridges the gap between the faster products that remove a couple layers and the safe products that stay wet and are allowed to penetrate over time,” Cohen says.

StripIt® GOLD is one of four products in the StripIt® product line, introduced this year with no

methylene chloride or NMP, no flammability and no harsh fumes.

“The new StripIt® line address all the limitations that exist on the market and introduces truly advanced technology for the 21st century,” Cohen says.

For situations in which speed isn’t an issue and earth-friendly characteristics are paramount, Chemique offers StripIt® ZERO. The use of “ZERO” has positive marketing connotations—describing the lack of something to provide a healthier alternative for the consumer (like the lack of calories or sugar in the beverage industry). In this case, zero refers to the absence of VOCs.

Cohen says StripIt® ZERO is both earth-friendly and effective, removing up to 10 layers of common household oil and water-based paints over time. It stays wet and active up to 24 hours for tougher coatings or multiple layer removals.

Rounding out the lineup are two products with convenient spray application—StripIt® SPRAY, a handy, nondrip product, perfect for small projects or where getting into small spaces is required; and StripIt® Final Wash, designed for removing paint residue.

A Green History

Motsenbocker’s Lift-Off®, a division of Stoner Inc., has long provided water-based paint removers. The company began in 1980 with Gregg A. Motsenbocker’s vision of creating environmentally friendly and effective products in the category.

“We like to say we were green before green was cool,” says Patty Ducey-Brooks, sales and marketing manager.

The brand’s top seller is Motsenbocker’s Lift Off® Latex Paint Remover, which removes fresh and old latex paint, linseed oil, water-based sealers, wood stains, lacquers and other coatings from a wide variety of surfaces. It’s sold in sizes ranging from 4.5 ounces to 5-gallon drums.

Other products include Motsenbocker’s Lift-Off Paint & Varnish Remover, which removes polyurethane, varnish and latex and oil-based paint from a variety of surfaces and was ranked No. 1 by an independent testing lab for removing 16 layers of paint in less than one hour; and Motsenbocker’s Lift Off® No. 4 Paint & Graffiti Remover, which earned the Invention of the Year Award from the Patents and Trade Office for effectively and safely removing graffiti from both

nonpainted surfaces (such as trees, boulders, metal, brick and concrete) and factory-finished surfaces (such as utility boxes and stop signs).

Because these products are water-based, low-VOC and biodegradable (both in the bottle and after application), they are trash-safe, meaning consumers don’t have to worry about discarding the remnants or residue.

Selling Assistance

Retailers can turn to their suppliers for sales and merchandising assistance to successfully sell products.

“Sunnyside has a sales force throughout the country that will provide in-store training, and our technical department is always available,” Newman says. “I would advise retailers to first be educated on the different types of removers available as well as the project. Every project is different, including the amount of paint being removed, substrate and temperature. Paint removers should be merchandised appropriately with like products. For example, the environmentally friendly products should be grouped together as well as the solvent-based removers.”

A major merchandising advantage of Chemique’s StripIt line is its attractive product packaging. The products come in natural bottles that allow customers to see the paint remover color. In addition, two of the products feature a particularly unique packaging innovation in the smaller sizes, which consumers will recognize from grocery store aisles.

“StripIt ® GOLD and ZERO quarts come in upside-down, ketchup-style bottles so the consumer can easily squeeze and brush out the product,” Cohen says. “To sell this category, you need innovative products with beautiful packaging that are priced right and offer ease of application.”

Dumond helps retailers sell the right product for a given job by offering the Complete Paint Removal Test Kit, featuring three of Dumond’s paint removal products: Smart Strip™ Advanced Paint Remover, Smart Strip™ PRO Professional Paint Remover and Peel Away® 1.

“It’s a very cost-friendly kit designed to take the guesswork out of which water-based paint remover is the one-application for a particular job, based on the coating system’s DNA,” Grear says. “Each kit includes a pint of the three Dumond water-based paint strippers as well as application and removal tools, a pair of gloves and a pack of the Dumond laminated paper.”

The kit allows for a minimum of 10 tests, which at the maximum price point of $34 for the kit translates to $3.40 per test. End users can access a video on how to use the kit, either at Dumond’s website or by scanning a QR code on the packaging with their smartphones.

Dumond also supports retailers with a nationwide force of over 100 field reps, who provide training, education and free consultative services to professional end users.

“We love engaging with our retail channel partners,” says Grear. “We help set them up with lunch-and-learns or breakfast-and-learns for their trade customers. We also provide

Motsenbocker’s Lift Off® No. 4 Paint & Graffiti Remover is known for its ability to effectively and safely remove graffiti from nonpainted surfaces (such as trees, boulders, metal, brick and concrete) and factory-finished surfaces (such as utility boxes and stop signs).

retailers with different substrates they can use in their stores, so they can take the products from the Complete Paint Removal Test Kit, brush them on and do a live demonstration.”

To assist paint stores in selling its products, Motsenbocker’s provides brochures, sell sheets, videos and other material. The company also is available to assist retailers, via phone or email, with the ideal product mix for their customers.

“We feel it is important to be accessible and informative with the stores that we service,” Ducey-Brooks says.

“Sometimes there are unique situations that require specific instructions or a combination of products, due to the conditions they are dealing with substrates and surfaces, or the interiors and exteriors of buildings), weather conditions and types of paints to be removed.”

When selling paint removal products, retailers should also take the opportunity to promote and merchandise ancillary products.

“Paint stores should recommend proper scraping tools such as carbide scrapers as well as the proper brush and/or a thicker nap roller for application,” Newman says. “ There are jobs that do require a sprayer for application. Multi-Strip Advanced can be sprayed with a 1-GPM airless sprayer. Retailers should ask customers if they have the right tools to use the product when making a sale.”

Ducey-Brooks, meanwhile, suggests retailers set up a “solution center” as an effective way to sell Motsenbocker’s Lift Off® products, pairing the removers with such essential tools as cotton towels, Scotch-Brite pads, project-specific scrapers, drop cloths and a high-pressure water system as required for large outdoor projects.

“A ‘solution center’ that includes this offering can provide a more enjoyable shopping experience for the customer and can ensure a more successful paint removal project—plus repeat business,” she says.

Cohen agrees that grouping ancillary products together will boost overall sales, but not all retailers have the space for cross-merchandising.

“If the salesperson is educated and trained, they’ll know to sell the brushes, putty knives, scrapers and drop cloths,” he says. “Every sale presents an opportunity to upsell.”

Paint strippers have been transitioning to more eco-friendly and natural products in part due to regulations and consumer demand.

“Paint

stores should recommend proper scraping tools such as carbide scrapers as well as the proper brush and/or a thicker nap roller for application. There are jobs that do require a sprayer for application. Multi-Strip Advanced can be sprayed with a 1-GPM airless sprayer. Retailers should ask customers if they have the right tools to use the product when making a sale.”

—Adam

Newman, Sunnyside Corp.

By Karon Warren

4 Generations of Quality

Delivering Paint and Services Is a Way of Life at Hollister Paint Co.

When Ed Hooper opened Hollister Paint Co. Inc. in Hollister, California, in 1927, he was already working as a sign painter. The company became a family affair when Ed’s son Don started working in the business in the 1940s, tinting and making paint while also working as a paint contractor.

In the 1950s, Ed started manufacturing house paint called Super Craft Paint, and in the 1960s, he opened the retail paint store. Along the way, he was still working as a paint contractor.

“He always had paint contracting and the store side of it,” says Lance Goularte, Ed’s great-grandson and current owner of Hollister Paint Co. “He didn’t really favor one more than the other. They always ran consecutively with each other. Whether he had two painters or four painters, he always maintained a paint store and a paint crew, and he was a painter himself.”

Don’s daughter, Judy Goularte, joined the business in the 1980s, handling bookkeeping and other duties in the office, and, in the 1980s and 1990s, she handled all the wallpaper sales. Now 72, she is semiretired from the business, although she still works about 20 hours per week.

Lance joined the company in 1997 after college when his grandfather became ill. His mother asked him to run the contracting crew and deliver estimates. After his grandfather recovered, Lance moved inside the paint store, where he tinted and manufactured paint for the next five years.

At that time, he moved back to the painting crew, where he worked for the following five years. Soon after, he bounced back and forth from the paint store to the contracting side of the business. Today, as the owner, he oversees the entire operation.

Testing New Possibilities

In the retail store, Hollister Paint Co. carries the full paint lines for Benjamin Moore, Dunn Edwards and Kelly-Moore, as well as a variety of other paint products such as faux paints from Modern Masters and Rust-Oleum, stains from Superdeck, Old Masters interior stains and Gemini lacquers and conversion varnishes.

Expanding the store’s offerings came with its own challenges because Don didn’t like change.

“He was so old school,” Goularte says. “When I would read about new products and want to bring them in, he was very skeptical about doing that. He always thought oil-based was the best. He just didn’t trust water-based, especially clear coatings.”

To bring his grandfather around, Goularte spent a lot of time conducting his own testing on products.

“We were trying them on different woods and staining furniture,” he says. “We were always testing stuff to see what would last, to see what was good, or not, to put in the store.”

Goularte wanted to make sure any new products lived up to the standards set by his great-grandfather and grandfather.

“My great-grandfather and grandfather always wanted to sell the best products,” he says. “They weren’t always in it just to make money. They wanted to sell the best products because we lived in a small town and everybody knew everybody. If you sell something that wasn’t worth much, they would talk about it. My grandfather always said, ‘We want to make sure we carry the best products, because we’re going to use the best products on our jobs and we’re going to sell the best products to the public.’”

In fact, Ed lived by one simple quote that he used to promote the family business: “Learn to buy paint from a painter.” When Don took over, he implemented a new adage that is still used today: “When it comes to paint, come to us.”

Since taking over the company, Goularte has continued upholding those standards.

“We’re still an old-school paint company that uses modern technology,” he says. “We still have old-time customer service, we still go the extra mile for our company, but we use the latest and greatest products and technology.”

In running the business, Goularte also never considered choosing the retail store over the contracting side or vice versa. For him, it’s not unusual to operate both businesses under the same roof.

“That’s how my great-grandfather and grandfather showed me the ropes, so it was just second nature,” Goularte says. “It would be strange if we didn’t have one or the other. I was just brought into the business, and that was the standard. That was what our company was all about. That’s what we do.”

Of course, the arrangement hasn’t been without its challenges. After all, as a paint contracting business, Hollister Paint Co. does compete with its own retail paint customers for work. For a while, that had some negative impacts on the retail business.

“A few years ago, it did actually hurt us because other paint companies in town were not buying from us,” Goularte says. “They felt like they were buying from their competitor, so they didn’t want to give us any business.”

After a while, Goularte faced the situation head on, reaching out directly to those contractors to reach an understanding.

“I said, ‘I’m here to help you. There’s enough work for everybody. I’m not ever going to steal a job from you, I’m not going to underbid somebody because I get material less than what you paid for it. I’m going to help you every way I can,’” he says. “‘I’m going to offer contractor discounts. I will meet pricing you get from other stores.’”

It took some time, but his competitors came around.

“There were actually two companies in town that were really stubborn about it,” Goularte says.

He continued to talk with them, showed them how he could help with pricing and would take any necessary steps to help them complete their jobs.

“Once they saw we would go the extra mile for them, we gained their trust,” he says.

Today, Goularte doesn’t hesitate to follow through on his word. His paint contracting business stays busy year-round, even maintaining a waitlist. He is always quick to tell prospective customers, “If you don’t want to wait, we’ll give you referrals to other contractors.”

In the end, those situations always turn out to be a win-win for Hollister Paint Co.

“We’re helping other contractors get jobs, and they’re helping us right back because they get the job and then they come buy the product from us,” Goularte says.

Top: Since 1927, Hollister Paint Co. has offered premium paints and contracting services to clients throughout central California.

Bottom: The company soon will expand with two new stores, the first of which will open in Santa Cruz, California, later this year.

“Our No. 1 priority with customers is service when they enter that door. A simple hello, asking them how they are is the No. 1 thing I feel like small stores and big-box stores are missing, just the politeness and interacting with them.”

—Lance Goularte, Hollister Paint Co.

As the company looks forward, Goularte says there are plans to open two new Hollister Paint Co. stores. The first, in Morgan Hill, California, is expected to open within the year. Goularte has already signed a contract with Benjamin Moore, and the search is underway for commercial property. The second store, expected to open within five years, will be located in Santa Cruz, California.

Goularte is excited about the expansion, but says the biggest challenge will be finding the right employees.

“It’s a lot to learn,” he says. “You can be here two or three years and still not know it all. I’m still learning, and I’ve been doing this for 24 years. Opening up the store is pretty simple, but having knowledgeable employees in there to provide the customer service you give to the public, those are my biggest concerns.”

On the contracting side, Goularte hopes to expand the company’s cabinetry and furniture business as well as garage floor epoxies.

“We love doing that,” he says. “That’s kind of our specialty we’ve gotten into.”

The business recently completed a 3,000-squarefoot warehouse next to the retail store that is outfitted with a spray booth for cabinets, doors and so on, plus overstock for the store and additional retail parking.

When all is said and done, though, Goularte wants to make sure his customers, both retail and contracting, know Hollister Paint Co. truly values their business.

“Our No. 1 priority with customers is service when they enter that door,” he says. “A simple hello, asking them how they are is the No. 1 thing I feel like small stores and big-box stores are missing, just the politeness and interacting with them.”

Lance Goularte (center) is the fourth-generation owner of Hollister Paint Co. Since becoming the owner, he has aimed to strengthen relationships with local contractors.

TeamBuilder

Is your team in sync, or just trying to stay afloat?

Improve your team’s productivity and communication skills with NRHA’s TeamBuilder assessment, which provides you with a customized strategy for your business and people.

What You’ll Discover

• How to tap into your team members’ individual strengths, communication preferences and work styles.

• How to use these characteristics to improve team productivity and communication.

• How to improve fundamentals in your business like organizational charts, job descriptions and more.

• How to build short- and long-term plans for improving the people side of your business.

Learn more at nrha.org/teambuilder

Coming Soon to a Screen Near You

Mark Your Calendars for the National Hardware Virtual Show

Earlier this year, as trade shows and buying markets transitioned online, there was still hope that in-person events and gatherings could resume later in the spring and early summer.

However, it soon became clear that the safest course of action was to make 2020 the year of the virtual gatherings. The National Hardware Show typically takes place in Las Vegas in May, but this year, your trip to the show will be closer to home. The National Hardware Virtual Show will take place Oct. 12-15 on any device that has an internet connection and a camera.

The first ever National Hardware Virtual Show will provide the global home improvement community with the tools needed to equip customers, empower businesses and engage with industry leaders.

During the Virtual Show, attendees will be able to sync up their calendars and allow NHS to help facilitate direct and virtual appointment setting via the trade show meeting platform between top industry buyers, retailers and NHS suppliers and manufacturers. Additionally, attendees will get the chance to see and source the newest products

Dan Starr

Kevin Hancock

Kim Peffley

Matt Woods

Will Aubuchon

Kirby Scales

Patrick Goebel

Dan Tratensek

Eric Hassett

“Over the past few months, our team has had to rethink everything, and open our minds to new, innovative ideas. We’re excited about our pivot to virtual which allows us to bring our robust programming to customers across the globe in a new, safe way.”

—Rich Russo, National Hardware Show

6 Tips to Make the Most Out of Online Events

As major home improvement gatherings like markets, reunions and conferences transition to virtual events, making sure you’re prepared to take full advantage of those online meet-ups is crucial. Take a moment to review some best practice tips for attending virtual events.

Check your internet connection.

One of the key benefits of a virtual meeting amid the COVID-19 pandemic is the ability to see your colleagues “in person” through streaming video. But receiving video and transmitting your own takes more bandwidth than simple online activities like checking your email or visiting websites. Be sure your internet connection can handle streaming video. If you’re still having trouble, consider resetting your modem or contacting your internet service provider.

Test your audio and video settings.

Communicating clearly is key during online meetings, and you can ensure you’re heard loud and clear by testing your audio and video settings well before you attend a virtual home improvement event.

Online meeting platform Zoom offers some more information on how you can test your computer or mobile device’s audio and video settings, including information for iOS, Windows, Linux and Android devices.

and tools to help expand their current product offerings without ever having to leave their home or business.

“Throughout these unprecedented times, our primary objective at the National Hardware Show has been to support our community, listen to our customers and facilitate and further the personal and professional connections that our industry is built on, in the safest possible way,” says Randy Field, group vice president of Reed Exhibitions, which manages the National Hardware Show. “While we won’t be able to convene in person this year, we’re working tirelessly to make sure our virtual event in October delivers the unique and fruitful experiences you’ve come to know and expect from the National Hardware Show.”

In the same way you have had to change operations to safely serve your customers over the last six months, the National Hardware Show planners and coordinators have been developing a show that works for your needs in the moment.

“Over the past few months, our team has had to rethink everything, and open our minds to new, innovative ideas,” says Rich Russo, NHS industry vice president. “We’re excited about our pivot to virtual which allows us to bring our robust programming to customers across the globe in a new, safe way.”

Brush up on online meeting etiquette.

GoToMeeting, another online meeting company, has some basic tips for online etiquette. From ensuring you keep your microphone muted during the event to staying aware of your surroundings, following some best practice guides can help you and other attendees share a positive, productive meeting.

Stay informed on the home improvement industry.

Before your virtual meeting, take time to review the latest news in the home improvement industry. This research will help you come to your virtual event well prepared and ready to discuss the issues affecting your business. From knowing what the big boxes are planning to seeing how independent retailers across North America have dealt with COVID-19, industry updates can help you make the most of every virtual event.

Share updates on your business.

Many online meeting platforms allow for users to share media like documents, photos and short videos. Some online meetings begin with an ice-breaker and a chance for participants to introduce themselves, so have a few key updates about your business in mind. You could even keep a few pictures of your team on your desktop to share virtually.

Stay active, even after logging off.

The most productive online meetings will have tangible follow-ups. Once a virtual event ends, take a moment to review the information you received and consider how it will impact your business. Write down any ongoing questions you have for your wholesaler, co-op or conference speaker and reach out to them once an event ends to keep the conversation going. Meetings may be virtual but their benefits should always be felt in real life.

What You Can Expect at the Virtual Show

One of the key draws of the National Hardware Show every year is the show’s commitment to bringing in swaths of new products, vendors and ideas to explore. While conversations with vendors and new product research will look different this year, the commitment to putting new products in front of attendees is not waning with the virtual event. Visit nationalhardwareshow.com to learn more about the opportunities and to register for the event.

DIRECT APPOINTMENT SETTING & NETWORKING

Easily sync up your calendars and allow NHS to help facilitate direct and virtual appointment setting via the trade show platform between top industry buyers and retailers and NHS suppliers and manufacturers.

VIRTUAL PRODUCT SHOWCASES

NHS is known to be the industry leader in showcasing new products and innovation. This is your chance to see and source the newest products and tools to help expand your current product offerings.

EXHIBITOR SHOWROOMS

Search the virtual exhibitor directory of NHS suppliers and manufacturers spanning across all product categories, and use the tool to search for vendors and the newest products.

One component of the National Hardware Virtual Show is the chance to schedule meetings with vendors and manufacturers according to your own schedule. You can figure out the times that work best for you to talk about new products and opportunities.

Getting a Virtual Education at the NRHA All-Industry Conference

The North American Retail Hardware Association holds its annual conference in conjunction with the National Hardware Show every year, and this year is no exception. The association will be hosting several presentations and two keynotes over the course of the four-day virtual event. Here’s a preview of the presentations. Head to nrhaconference.com to see the full lineup.

The Tools You Need to Improve Your Culture

Kim Peffley, NRHA

In this session, NRHA retail consultant Kim Peffley will discuss several tools to add to your strategic planning to further develop and improve your company culture.

6 Steps to Selling Your Business

Gary Pittsford, Castle Wealth Advisors

In this presentation, Gary Pittsford, president and CEO of Castle Wealth Advisors, will provide an outline of ideas for increasing business value, selling strategies and saving taxes when it’s time to sell the company. The presentation will not only address where and how to begin, but will also talk about ways to prepare for the transition.

5 Disrupters Challenging the Home Improvement Industry

Jim Robisch, The Farnsworth Group

They are issues and forces that are redefining how your customers shop; shaping how you communicate with prospects; forcing operational changes; and changing the way you provide service. This session will identify these disrupters, the challenges and opportunities surrounding each and how you can address them and find success.

Virtual Keynote Presentations

How Independents Are Still Disrupting, a Conversation With

Dan Starr

Do it Best president and CEO Dan Starr talks with NRHA executive vice president Dan Tratensek about the future of the industry and the opportunities that are available for independents to innovate, compete and win in their markets.

Evolving Technology

Eric Hassett, Hassett Ace Hardware and Matt Woods,Woods Hardware

Two innovative, tech-focused retailers from California and the Midwest will discuss how they have prioritized implementing technology in their operations as a way to differentiate in their specific markets, improve employee efficiency and compete against big boxes.

The Disruption Cycle: What It Is, Why It Matters and What to Do About It

Steve McKee, McKee Wallwork + Company

In this presentation, Steve McKee will explain the disruption cycle, help attendees determine the stage their companies are in and provide helpful tips on how to be disrupters rather than the disrupted.

How to Manage E-Commerce in a Post-COVID Environment

Jimmy Barber and Scott Sinclair, OneStone

During this presentation, presenters Barber and Sinclair will focus on the five “its” of e-commerce success: Have It, Find It, Display It, Price It and Deliver It. They’ll walk through actionable insights around fulfillment, marketing and content that will turn your e-commerce business into a competitive advantage today.

Employees First: Disrupting Assumptions for More Loyal Customers and Stronger Sales

Hancock Lumber CEO Kevin Hancock will discuss the benefits of creating an employee-centric company and how the first mission of work should be to enhance the lives of the people who do it. In this presentation, Hancock revisits several long-standing assumptions about business.

KEY

POINTS

• How to overcome common misconceptions about independent retailers

• How to evolve to meet the challenges of the new retail consumer

• How outside forces are causing disruption in the home improvement industry

KEY POINTS

• How to disrupt assumptions for more loyal customers and stronger sales

• Strategies that helped Hancock Lumber thrive through six generations

• Why putting customers first isn’t the path to customer loyalty

By Jerry Rabushka

Spray With Military Precision

TriTech Explores New Possibilities in Paint Sprayers

There may be a handful of reasons you don’t stock spray equipment. It may be limited demand in your market or you may not feel you can compete on pricing with national chains and big boxes.

TriTech’s Don Applegate is here to change your mind.

“When someone is considering a TriTech airless paint sprayer, they should know that our driving mission is to produce a high-performing and highly efficient piece of equipment that is durable, reliable and built with precision in mind,” says Applegate, the company’s eastern regional sales manager. “We have no interest in cutting corners in the development or manufacturing process.”

TriTech is relatively new in the airless sprayer category—it broke into this mature industry in 2005—but has cuttingedge military technology and 65 years of manufacturing experience on hand. The company is part of a larger privately held, award-winning group of manufacturing companies

that has been in business since 1955. From parts for military helicopters and missiles to supercomputers and shock absorbers, as well as parts for countless other industrial, military, and aerospace applications, the company has a varied but specialized spectrum of capabilities.

Putting It Together

There are fewer sprayer manufacturers on the market than there were 20 or 30 years ago; the TriTech team felt that with all the consolidation in the airless market the time was ripe for a entry.

“We already had the production and machining capabilities to produce complex high-quality parts, so that major issue was covered,” says Applegate.

From there, they put together a sales team based on some long-time relationships; this brought the company over 100 years of combined experience in the professional spray equipment industry.

“The team knows spray equipment inside and out, backward and forward,” Applegate says. “We truly couldn’t be more fortunate to have such a well-rounded team.”

The sprayer division also has access to the rest of the company’s tech and know-how. TriTech boasts a cooperative company culture, and the different divisions work together to help each other out. If one division succeeds, so does another.

“TriTech was born out of a very large ultra-high precision machining and assembly company serving the military and aerospace industries,” says Applegate. “These industries demand—and TriTech and its employees are relentless in their pursuit of—the highest quality, reliability and performance for their products. TriTech gets its ideas from listening to customers, its sales team, product development team, and even from some of our other divisions.”

It can’t hurt to tell pro painters that the employees working on military and aerospace components provided input in helping TriTech through all phases of product development and the manufacturing process.

“This happens especially in the manufacturing engineering area, since most of TriTech’s critical machined components are made in our military and aerospace ultra-high precision machining facility,” Applegate says. “It’s a great advantage in quality, and something you can relate to your pro painters who might be squeezing a TriTech trigger for the first time. We use military and aerospace materials, outside processes, and tolerances where we feel it will give us higher quality and performance in our products.”

Give the Sprayer a Shot

Selling a new brand, especially to brands, can be challenging. Applegate suggests selling it on performance versus price, plus that it’s made in the U.S. He predicts pro painters will notice its high quality even before they hook it up.

“When they see, touch and feel a TriTech sprayer, when they hear a TriTech sprayer run, people know immediately that this sprayer is different,” he says.

But of course there are questions: Investment? Competition? Service? With questions come answers.

First, you don’t need a large investment to get started. “It’s just a matter of having the need to offer a premium product in a competitively priced environment. The retailers that bring on TriTech see the opportunity to offer something different,” says Applegate.

Second, you get the exclusive advantage—this line of equipment is only available through independent retailers.

“When retailers make the decision to stock TriTech, they slowly start to see their spray equipment category grow, and then as word gets out among the pro painters, it just starts to snowball,” Applegate says. “This is the success story we hear over and over again. A TriTech sprayer can be sold on its merits of performance and durability and not merely on matching a price that a pro painter received from a national chain. I truly believe this is really starting to resonate with independent store owners.”

Finally, the service TriTech provides is top-notch.

“We have authorized service centers spread across the country, adding more every week, so no matter where you live, if you purchase a TriTech sprayer you are not too far from a service center,” says Applegate.

And much of your audience is tuned into products that are made in the U.S. TriTech has manufactured stateside for all its 65 years and has no plans to change.

“For us it’s about high-quality components throughout the unit, it’s about precision machining and quality control, it’s about supporting the American worker and it’s about patriotism—it’s not about saving 10 percent on a ‘widget’ because we can buy it overseas at a slightly lower quality,” says Applegate. “It’s costly to a painter when a piece of equipment goes down in the field—and it is vitally important to TriTech that pro painters know they can count on us day in and day out—we will not let them down.”

They won’t let retailers down either, he promises. TriTech is prepared to show you a new way to sell a sprayer.

“Give us a call when you are ready to differentiate yourself from the competition, when you are tired of seeing your spray equipment margins erode, and when you no longer want to see your customers go to the competition to get it,” Applegate says.

TriTech sprayers are made in the U.S. and are supported by the knowledge and technology that produces parts for the military.

What the Data Says About Contractor Sales

If you’ve been looking for a chance to expand sales to pros, now is the time. According to a recent report from industry research firm The Farnsworth Group, more than 45 percent of residential contractor respondents tried a new supplier in the second quarter during the COVID-19 pandemic.

The bottom line: Contractors are changing their behavior, which means you have an opportunity to seize in your market.

Contractors also reported loyalty during the same time frame; more than 60 percent of survey respondents say they were using their existing suppliers more during the second quarter.

One key reason for this spike? The ability to order online. Those who ordered online during the second quarter say they are likely to do it again.

The Likelihood Pros Will Order Products Online After the Pandemic

During Quarter 2...

Source: Farnsworth Contractor Index, Q2 2020, The Farnsworth Group

Guest Column Networking

From Relationships to Referrals

Connect With Companies in Related Industries to Help Grow Your Business

Acquiring new business is the most critical aspect of any company and its continued growth. Drumming up leads in a time when social distancing guidelines may be preventing pros from getting in front of new customers means exploring new methods for both contractors and businesses.

No matter the size of your business, your annual growth goals should be clear. Executing some form of marketing can make your presence known to potential customers. If you’re a smaller operation, you’re likely spending most of your time at job sites, with your marketing efforts relegated to occasional Facebook posts when you can sneak them in.

Expand your reach to new business by developing relationships outside the contracting world. Seek out related building and real estate professionals—from architects and

property managers to real estate brokers and insurance agents. They have insider knowledge of when and where repair or remodeling work occurs, giving you a direct pipeline to the customers who need your services.

Making the Connections

Near the top of your list of relationships should be property management companies near you. They’re responsible for overseeing general repairs, maintenance and renovations. Similarly, real estate and insurance brokerages and home inspection companies are great sources. Since the real estate industry relies so heavily on localized social networks, agents can also refer your operation to their network.

The Beginning of a Beautiful Relationship

Social media is a great place to find pros. Real estate agents are active on Facebook and Instagram. Brokers, agents and property management companies are often present in professional groups on LinkedIn. Make some initial contacts online, then start nurturing relationships with follow-ups.

If a personal connection is more your speed, many real estate and insurance brokerages hold sales meetings or monthly lunch-and-learns. Offer to bring breakfast or lunch (or present information on your business through a video meeting platform if social distancing guidelines prevent in-person contact) and talk about your company, your work and how it can benefit them.

However you choose to initiate those connections, know that developing relationships can be a direct path to new business, future growth and long-term success.

Ashley Luke

is senior product manager of duct tapes, for Shurtape Technologies LLC, an industry-leading manufacturer and marketer of adhesive tape. For more than six years, she has worked at Shurtape focusing on identifying consumer trends, needs and opportunities within the industry.

GOES VIRTUAL!

OCTOBER 12-15, 2020

The first ever National Hardware Virtual Show will feature 4 days of relevant industry education, direct appointment setting and networking between buyers and suppliers and a robust virtual product showcase featuring newly launched and never-before-seen products.

DIRECT APPOINTMENT SETTING & NETWORKING

Easily sync up your calendars and allow NHS to help facilitate direct and virtual appointment setting via Jublia between top industry buyers and retailers and NHS suppliers and manufacturers.

VIRTUAL PRODUCT SHOWCASES

NHS is known to be the industry leader in showcasing new products and innovation. This is your chance to see and source the newest products and tools to help expand your current product offerings…right from the comfort of your home or office!

EXHIBITOR SHOWROOMS

Search the virtual exhibitor directory of NHS suppliers and manufacturers spanning across all of our product categories, and use the tool to search for vendors and the newest products.

KEYNOTE PRESENTATIONS AND EDUCATIONAL SEMINARS

Learn how to leverage today’s challenges from leading industry disrupters including Do it Best president and CEO Dan Starr and other industry innovators at the NRHA All-Industry Conference.

To register to attend or sign up to exhibit virtually, visit nationalhardwareshow.com. OCTOBER 12-15, 2020

Customer Feedback

Strengthen Your Store

Boost Business With Valuable Customer Feedback

You greet customers, talk with them about their homes and chat with them at the paint counter. While you’re at it, why not ask them what they think of your store? Customer feedback can reveal your store’s strengths and where you need improvement, and inform you of current buying trends. Asking questions of regular customers, especially pros, can help you gain insight on a variety of critical store elements.

• Store environment. How is parking, signage, product display, cleanliness, noise level, store lighting and accessibility?

• Products. What does your competition sell that you should? Are your prices fair?

• Service. How well do you and your staff greet customers, answer the phone, explain products, close sales, make deliveries and do customer follow-up?

Asking for customer feedback can be as casual or as formal as you prefer. Consider the following options to getting insights from your customers.

• Casual conversations. Encourage your sales associates to get acquainted with customers. They’ll appreciate the personal attention and are more likely to share their experiences, concerns and opinions.

• Questionnaires. Include the most important aspects of your store and ask for answers that are scaled (one to four stars), multiple choice or yes/no, leaving room for comments.

• Social media. Encourage customers to post on your Facebook page and online review sites, such as Yelp.

• Focus groups. Invite several customers at a time to talk casually about their views of your store and how you could improve.

• After sale follow-up. For large purchases, call or email customers and ask about their experiences shopping at your store.

• Your vendors. Turn to them for information about product sales trends, demographics of your customer base and the broader market perspective.

• Outside research companies. If your budget allows, hire someone to survey your customers.

Look for a trend among the responses. Then make the necessary changes, and measure your progress with another request for customer feedback. Learn what’s best for your business when you let your customers tell you what’s best for them.

Claire Sykes

is a business management writer based in Portland, Oregon. She also covers health, bioscience, philanthropy, community and the arts. In addition to business writing, Sykes also writes annual reports, white papers and web content; consults for and edits nonfiction books; and conducts writing workshops.

PDRA EDUCATION INITIATIVE

ITitans of Clean Finish

n March, traditional cleaning sprayers sold out and disappeared from the market. Many were made in China, so getting them back in stock was a challenge.

Paint sprayer manufacturers rushed to fill the need, quickly pivoting paint products to disinfectants.

“The idea for using paint sprayers with disinfectants started in February with a coatings manufacturer customer who started making disinfectant and needed something to spray it faster than the industry standard,” says Chad Carter, the mid-Atlantic regional sales manager for Titan Tools. Carter’s company immediately began testing paint sprayers for use with disinfectants. According to him, they had to work out dwell time and how long it took for the liquid to dry.

“Most people want to spray and walk away—letting it dry on its own, so they can cover large areas,” says Carter. “We found that the high-efficiency airless tips worked the best with less than 1,000 PSI and had a good fan pattern. This was the key to our success.”

The pumps also didn’t corrode, which could be a problem with disinfectant products.

Since then, the company has sold sprayers to national janitorial companies, fulfillment centers, school systems, hospitals and hotels. Independent sales representative Chris Dougherty Jr. even demonstrated sprayers at the Philadelphia Phillies stadium before the MLB determined no fans would be allowed in the stands.

Dougherty, who has been an independent Titan representative for 10 years, says teaching people how to use the sprayers and guiding them on which sprayers to use is the same with disinfectant as it is with paint.

“All of the sprayers can be used, from small to big,” says Doughtery. “Even the handhelds work absolutely fine. It’s added a whole other dynamic.”

In fact, according to Carter, Titan Tools has sold twice as many handheld units this year over last year.

“We’re encouraging our customers to open up these new channels,” says Carter.

Paint sprayers can be used to spray disinfectant quickly across large public spaces, such as baseball stadiums. Insitutions such as schools, janitorial companies and other groups that need to sanitize large areas have purchased the equipment to make sanitizing easier and faster.