Listen & Learn
Listen & Learn
HEADQUARTERS
1025 E. 54th St. Indianapolis, Indiana 317-275-9400 NHPA@YourNHPA.org YourNHPA.org
COMMUNICATIONS
Lindsey Thompson lthompson@YourNHPA.org Managing Editor
Austin Vance avance@YourNHPA.org Manager of Marketing & Partner Relations
Jacob Musselman jmusselman@YourNHPA.org News & Digital Editor
Annie Palmer apalmer@YourNHPA.org Content Development Coordinator
Autumn Ricketts Lead Graphic Designer
Olivia Shroyer Marketing & Design Specialist
Samantha Mitchell Production & Design Assistant
Freda Creech Sales & Production Assistant
ASSOCIATION PROGRAMS
800-772-4424 | NHPA@YourNHPA.org
Katie McHone-Jones kmchone-jones@YourNHPA.org
Executive Director of Retail Engagement & Events
Jesse Carleton jcarleton@YourNHPA.org Training Manager & Editor
Renee Changnon rchangnon@YourNHPA.org Retail Engagement Specialist
Amy Hayes Operations Coordinator—Advanced Education & Training SALES
Greg Cole 317-775-2206 | gcole@YourNHPA.org National Sales Manager
Jordan Rice 217-808-1641 | jrice@YourNHPA.org Regional Sales Director
CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES
CIRCULATION DIRECTOR
Richard Jarrett, 314-432-7511, Fax: 314-432-7665
COMING IN FEBRUARY
Happy 125th Birthday NHPA!
It’s our birthday, and we want to celebrate with you! Next month, learn more about the storied 125-year history of NHPA. Get a closer look at the important events that impacted and shaped the independent channel and see how NHPA has contributed to the industry in meaningful ways.
PAINT & DECORATING RETAILER
(ISSN 1096-6927): Published monthly except December by the North American Hardware and Paint Association, 1025 E. 54th St., Indianapolis, IN 46220. Phone: 800-737-0107. Subscription rates: January through November issues, $50 in U.S., payable in advance. Canada $75 per year. All other countries $100 per year. Single copy $7, except July issue, $25. Periodicals postage paid at Indianapolis, Indiana, and additional mailing offices. Postmaster: Send address changes to Paint & Decorating Retailer, P.O. Box 16709, St. Louis, MO 63105-1209. Returns (Canada): Return undeliverable magazines to P.O. Box 2600, Mississauga, Ontario L4T 0A8. PM# 41450540. Copyright © North American Hardware and Paint Association, 2024.
OUR MISSION
The North American Hardware and Paint Association (NHPA) helps independent home improvement, paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.
NHPA EXECUTIVE STAFF
Bob Cutter President & CEO
Dan Tratensek
Chief Operating Officer
David Gowan
Chief Financial Officer & Executive Vice President, Business Services
Scott Wright Vice President of Content Development and Publisher
NHPA BOARD OF DIRECTORS
CHAIRMAN OF THE BOARD
Ned Green, Weider’s Paint & Hardware, Rochester, New York
EXECUTIVE VICE CHAIRMAN
Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia
DIRECTORS
Alesia Anderson, Handy Ace Hardware, Tucker, Georgia
Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri
Ash Ebbo, Clement’s Paint, Austin, Texas Scott Jerousek, Farm and Home Hardware, Wellington, Ohio
Michelle Meny, Meny’s True Value, Jasper, Indiana
Michael Sacks, FLC Holdings, LaGrange, 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
Get Your Message Across
Crossed wires of communication can wreak havoc on your relationships with your employees. Hear from retailers who have made productive communication a priority in their operations by following these five best practices.
Where We’re Going
Walk with us through the 2025 Market Measure report, an annual overview of the state of the independent home improvement industry. The report offers a look back at a year of changes, successes and challenges in the industry and shares insights into how things might change in the year ahead.
Meet Taylor Cox, the first military veteran and retailer who NHPA is highlighting as part of the Helmets to Home Improvement program. Part of a multigenerational home improvement operation, Cox also served in the U.S. Army and shares his journey from military to retail.
Glean best practices for finding success in the exterior wood care category from a retailer who relies on educating customers and ensuring they know how to properly use exterior wood care products before they start their projects.
How to
Dan Dan Tratensek dant@YourNHPA.org
FROM THE ASSOCIATION
Stay Vigilant for What’s Next
WELL, WE HAVE REACHED the midpoint of the 2020s and what a wild ride it has been…pandemics, lockdowns, civil unrest, surging sales, skyrocketing inflation, supply chain disruptions, softening sales, pricing spikes and pricing dips. Add to this the news from a few months ago with the industry experiencing one of the biggest sales in recent industry history as Do it Best completed its purchase of a bankrupt True Value.
I don’t know who might have had all these on their industry bingo card back in 2019, but if you did, you might plan a quick trip to Vegas in the New Year.
If you’ve been in business for any length of time, you have come to accept that change is the one constant we all face. That being said, the amount of change and the frequency of the changes we are experiencing has been a bit overwhelming.
So, in an era where the country, the economy and the industry are all seemingly being tossed about like clothes in a washing machine, how do you prepare for this level and severity of shifts?
I don’t know that there is any simple solution, quite frankly. However, I do know one bit of advice I would pass along, and I try to practice myself, is to be vigilant. In its simplest definition, vigilance means to be on the lookout for danger or for the unexpected.
“ Now is the time to...stay informed and vigilant about anything that could impact your business .”
OK, Dan, that’s great, but how?
I think, at its heart, being vigilant requires a certain level of skepticism. Skepticism not just in your own decisions but about the other things that are unfolding around you.
Now, more than ever, retailers cannot be content with living in their own bubbles. They can’t be content to keep their heads down and just keep an eye on their own operations.
Why? Because today we live in such an interconnected world that, in order to successfully run and manage our own businesses, we MUST stay vigilant about industry trends, industry relationships, employee issues and everything else that might impact our operations. Now is the time to expand your business network, make relationships with other retailers and help one another stay informed and vigilant about anything that could impact your business.
This is the primary reason NHPA exists—to marshal the collective insights and strengths of the thousands of independent retailers in this industry. With the New Year upon us, I implore you to take advantage of the resources we offer so you are as informed as you can be to handle whatever changes lie ahead.
Dan M. Tratensek Chief Operating Officer
lthompson@YourNHPA.org
Lindsey Thompson
FROM THE EDITOR
Rethinking Resolutions
It’s that time of year again...time for making (and breaking) those New Year’s resolutions.
I love the principle of New Year’s resolutions, but don’t love the legalism of setting and trying to reach them. Just like we grow and change, our personal goals should evolve to match, which means that sometimes that New Year’s resolution just doesn’t get met. We’re all human after all.
A couple of years ago, a friend told me that instead of setting New Year’s resolutions, she chose a word of the year. Because it’s broad, a word of the year allows you to focus more holistically. Don’t get me wrong—I love a specific solid goal and checking it off, but I love how a word of the year encompasses all areas of your life to make comprehensive changes.
For 2025, my word of the year is “authentic.” I want to stop wasting energy on putting forth this image of perfection and become more comfortable in who I am, flaws and all. I want to do my best and always give my all, but stop getting so caught up in not being perfect. My goal this year is to be more authentic in all my roles—spouse, parent, employee, manager, friend, daughter, sister, aunt, coach, etc. And if I fail—which I most certainly will—I can rest knowing that authenticity beats out perfectionism every time.
“We’ll be honoring the perspectives of those who came before and casting a new vision for the future.”
If the North American Hardware and Paint Association (NHPA) could choose a word of the year for 2025, I think it would be “perspective.” This year, NHPA will be celebrating 125 years as THE trade association for the independent home improvement channel and as a staff, we will be doing a lot of looking back in order to move forward. We’ll be honoring the perspectives of those who came before and casting a new vision for the future with our members always top of mind.
It’s fitting the feature stories this month all revolve around perspective. Starting on Page 14, two retailers share how to have crucial conversations with employees, which starts with reframing your perspective. This issue also includes highlights from the 2025 NHPA Market Measure (Page 20), which offers perspective into what the year ahead holds for the industry.
On Page 34, read our first Helmets to Home Improvement profile, where retailer Taylor Cox shares his perspective on how his experience in the U.S. Army translated to his role in the independent channel.
Throughout the rest of the year, we’ll be sharing a unique perspective on the industry that will help you be better and more profitable. We hope you’ll come along for the ride.
Here’s to being authentic and having perspective in 2025. Happy New Year!
Lindsey Thompson Managing Editor
TRAINING
A Firm Foundation
Set your employees on the right path with NHPA Foundations of Retail courses. Learn more at YourNHPA.org/foundations
Meet Jared
Jared Brown is a director with The Aubuchon Co. He has a degree in kinesiology and biomechanics from Miami University and came to Aubuchon in 2015 from the banking world. Jared grew up in Ohio and moved to Massachusetts in 2012, where he currently lives with his wife and daughter. At Aubuchon, he is involved in inventory planning and forecasting, margin management and retail pricing and process improvement and operations. Jared has been integral in streamlining and modernizing Aubuchon’s inventory management strategies after the company closed its distribution operations and transitioned to a supplier-based model.
CONNECT
Email jared.brown@aubuchon.com
LinkedIn Jared Brown
OPERATIONS
Crucial Conversations: Accountability, Candor and the Power of Silence
As leaders, the words we speak—and the ones we don’t—carry weight. In my experience, the subtleties of silence, inaction and the way we police our own tone can make a significant impact, sometimes in ways we don’t anticipate. I’ve learned that when you don’t openly complain, people may assume the opposite: that you support or approve of what’s going on, even if that’s not the case. This misinterpretation is a lesson in how easily assumptions can form, especially when we don’t communicate with the directness and clarity that accountability requires. Gandhi is often misattributed with the quote, “Be the change you wish to see in the world.” However, this is an oversimplification of a much longer statement ending with “...we need not wait to see what others do.” The completeness of his statement offers a deeper understanding of leadership and the call to action—we as leaders need not wait for the world to change around us. The irony that his broad and formal statement was boiled down and potentially misunderstood is not lost on me!
In the face of ambiguity, leaders must take responsibility not only for their actions but also for what goes unsaid and unacted upon. Silence, hesitation and inaction can often speak louder than words, and as a new leader, I’m discovering how much more scrutiny is placed on both what I say and what I don’t. I’ve come to realize that our actions—or lack thereof—are equally telling, and it’s a balancing act to remain authentic while being mindful of the impression we create.
For leaders, especially those new to formal leadership roles, this challenge is magnified. The very act of questioning our own actions, tone and silence is crucial, but how do we do this without losing our authenticity or becoming overly self-policing? How do we ensure that our candor remains intact while maintaining the necessary professionalism and self-awareness our teams need to feel supported and understood?
This is where true self-accountability lies: In recognizing that our leadership is not only defined by what we say, but also by how we listen, observe and respond—or choose not to respond. It’s about creating a space where candor is balanced with empathy and where silence becomes a powerful tool, not a passive choice. As I continue to navigate this transition, I’m learning that leadership isn’t just about saying the right things, but also knowing when and how to speak up, step back and lead through example.
Jared Brown Director The Aubuchon
Co.
OPERATION S The Right Recipe
Discover five ingredients that make up one restaurateur’s “secret sauce” of customer service at PDRmag.com/secret-sauce
SERVICE
Strategies
IN AN AGE of retail where consumers have countless choices on where to spend their money, retailers need to focus on offering a high level of customer service in 2025. According to the Qualtrics 2025 Consumer Trends Report, 53% of consumers who have a bad shopping experience cut back on their spending with that business.
What’s the Problem?
45%
of consumers attribute communication problems as part of poor experiences
HOW TO IMPROVE
Offer various ways to connect with customers, from digital options like email and social media to traditional avenues such as flyers and newsletters.
37%
of consumers attribute pricing concerns as part of poor experiences
HOW TO IMPROVE
Provide customers with the ability to earn rewards for money spent in your store to create a better experience for your customers and build a loyal following.
Source: 2025 Qualtrics Consumer Trends Report
21%
of consumers attribute post-purchase support as part of poor experiences
HOW TO IMPROVE
Solicit customer opinions of your business. Seek input using online surveys, newsletters, emails and face-to-face interactions.
NEW PR ODUCTS
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.
ROTATING PAINT SPRAYER EXTENSION POLE
MONKEY RUNG PRODUCTS
monkeyrung.com
The patented iSpray 360 ® from Monkey Rung Products is a durable and lightweight paint pole that extends 44 inches with a control arm, allowing for precise movement of the spray tip in any direction during use.
ORBITAL SANDER
MILWAUKEE TOOL
milwaukeetool.com
The M12 FUEL™ 6-inch Random Orbital Sander from Milwaukee Tool provides ultimate sanding control and features a brushless motor for optimal control. The sander includes an ergonomic body grip, speed dial and variable speed trigger for speeds of 3,200 to 12,000 revolutions per minute.
HEAVY DUTY EXTENSION CORD PROTECTOR
TWIST AND SEAL
twistandseal.com
The Maxx from Twist and Seal is built for the job site and can withstand the toughest of conditions. It is uniquely designed to protect heavy-duty, contractor-grade extension cord connections up to 10 gauge, while automatically adjusting to protect smaller diameter 16 gauge homeowner electrical cord connections.
DEADBOLT
BALDWIN HARDWARE baldwinhardware.com
The Traditional Round Deadbolt from Baldwin Hardware has a smooth, polished brass finish, the security of a keyed cylinder and fits into a standard door preparation. Each deadbolt includes two keys and comes with a PVD coating that will ensure the deadbolt endures weather and aging.
JOB SITE LIGHT KIT
VOLTERREX volterrex.com
The LED Balloon Light Kit from Volterrex is a portable work light, producing up to 19,000 lumens and covering 11,000 square feet. The kit includes multiple mounting options and a remote to change the light settings. Each stand extends to 6-feet tall and includes a carry bag.
ROOF REPAIR COATING
EZ ON COAT ezoncoat.com
Roof Repair from EZ On Coat is a water-based proprietary blend of polymers that leaves a heat-reducing monolithic coating on roofs and forms a water-repellent surface. This coating cures in 72 hours, is designed to be applied over seams and may be applied on most roofing materials such as metal seams, asphalt membranes and polyester.
EXTERIOR DOOR
MASONITE masonite.com
The Winslow Flush-Glazed 3 Panel from Masonite is a fiberglass door with multiple color, finish, size and configuration options. The flush-glazed fiberglass door is durable, low-maintenance and dent-resistant. It can withstand harsh weather and is backed by a limited lifetime warranty.
PATHWAY LIGHT SNAPPOWER snappower.com
The MotionLight from SnapPower is an outlet cover plate with built-in, motion-activated LED lights. The patented power prongs clip on to an existing outlet receptacle, with no batteries, wires or electrician required, leaving outlets open for use.
HANGING STRAP
VELCRO velcro.com
HEAT GUN
BOSCH TOOLS
boschtools.com
OSCILLATING MULTI-TOOL KIT
DREMEL
dremel.com
The Dremel Multi-Max Oscillating Multi-Tool Kit can cut, sand, grind, scrape and remove grout from a variety of materials. Its angled body helps reduce hand drag and improve control. The kit produces up to 20,000 OPM and includes a 20-volt battery.
The Easy Hang from VELCRO is a 24-inch adjustable strap with a weight limit of 250 pounds. The strap can be cinched to secure items and is built with a rust-resistant carabiner for indoor or outdoor use. TOOL HOLSTER
The 18V Cordless Heat Gun from Bosch Tools can produce temperatures up to 930 F and can heat up to 570 F within six seconds. The heat gun features a lockout switch, preventing accidental activation, a reduction nozzle for concentrated heat flow and can run for up to 21 minutes.
spidertoolholster.com
The Spider Pro Holster system is a self-locking holstering system for cordless power tools. It allows for an ergonomic way to holster and carry tools while enabling quick, one-handed access. The Spider Tool Holster system is designed to help you work more efficiently and safely. Clip it on an everyday pants belt and carry a nailer, tape measure and drill without the fear of tools dropping and breaking.
VOICE Find Your
5 Keys to Bolster Communications With Your Employees
BY LINDSEY THOMPSON
They said what?! The game of telephone can produce hilarious results, but in real life, ineffectual communication can cause major issues, whether it’s a relationship with a significant other, among friends or between coworkers.
According to Forbes Advisor’s The State of Workplace Communication in 2024 report, 89% of workers reported that ineffective communication negatively affected them. Of those employees affected, 50% said poor communication impacted job satisfaction, 49% said it affected their productivity and 42% said it increased their stress levels.
The same report found that for over 40% of workers, poor communication reduces trust both in leadership and in their team, making it crucial for independent owners and
managers to make communication a priority in their operations.
When an operation is dealing with communication problems, it becomes harder to address difficult situations and have those tough conversations that are guaranteed to occur. As you consider your own communication strategies and evaluate what communication looks like in your operation, two retailers shared with Paint & Decorating Retailer the ways they effectively communicate with employees and teach their employees to constructively communicate in the workplace, especially when it comes to challenging situations or difficult conversations.
Tap into these five best practices to improve your operation’s communication and avoid the pitfalls of poor communication.
Lead by Example
Boone Paint & Interiors general manager Jen Pratt focuses on coaching for effective communication.
OPERATIONS
Talking Technology
Retailers share the tech solutions that improved communications in their operations at PDRmag.com/technology-mix
Listen First
While there is no easy answer to communication challenges, Jen Pratt, general manager of Boone Paint & Interiors, focuses on not just hearing—but listening—to her employees, and teaching employees to do the same with one another, especially during conflicts. Pratt manages all three locations of the operation: Boone, Banner Elk and Hickory, North Carolina.
“Listening means your posture is open with no folded or crossed arms. You are quiet and not trying to talk on top of the person or argue,” Pratt says. “I take a step back, keep my mouth closed and listen to the information that is being brought to me. This strategy allows the person who is communicating with you to have their time to explain and not be interrupted. It also allows that person to feel heard and understood, which in most instances calms the interaction.”
After listening to the information that has been communicated to you, Pratt says it is crucial to take a pause to digest it and not immediately react with emotion. After you pause, reiterate and express back the information you have been told to reassure the employee you fully heard what they are trying to convey.
“The pause is important to show that person you really heard what was being brought to you. If it’s a heated debate or an emotional issue, you have that pause to collect cohesive thoughts that are void of inappropriate emotion before responding,” Pratt says. “Oftentimes, people react to comments before digesting them, which results in impulsive reactions or words that can escalate an issue.”
After she pauses to digest what she just heard—which can take minutes, hours or even days—Pratt says she offers a controlled, neutral and firm response.
“A controlled response is one that is non-emotional, not rash and free of favoritism,” she says. “Stay objective, but neutral. When encountering an upset or hostile individual, don’t allow emotion to
At Boone Paint & Interiors, employees learn communication skills on the job by shadowing a manager.
Learning To Be a Leader
Discover how to become an effective leader through the NHPA Foundations of Leadership courses. Learn more at YourNHPA.org/foundations
Hands-On Training
Dealing With Difficult Customers
While this article focuses mainly on challenges and conflicts among employees, Jen Pratt, store manager of Boone Paint & Interiors, and Isaac Smith, co-owner of Matt’s Building Materials, also share insights on dealing with difficult customers.
For employees at Boone Paint & Interiors, Pratt says the employee handbook explicitly advises what the standard operating procedures are for most given situations. Employees read over the handbook and ask any clarifying questions. Training also includes working through different scenarios the employee may encounter and how to handle them.
“We further advise employees that if they end up in a situation that makes them uncomfortable, endangers them or isn’t reaching a resolution that they need to reach out to the manager on duty or upper management to step in,” Pratt says.
At Matt’s Building Materials, all employees are taught and encouraged to understand the three things every customer wants: to be heard, to be understood and to be served. To deliver in these three areas, employees must pay attention, focus and listen carefully, be patient and empathetic and show love, respect, kindness and grace. They are also trained to follow “Matt’s 10 Golden Rules of Customer Service.”
Major tenants of the rules include acknowledging and greeting all customers, treating others the way you want to be treated, putting in 100% effort and over communicating every step.
“If employees follow these to a T, it will solve probably 99% of customer issues,” Smith says. “Even though it’s not rocket science, most of the time we miss the mark, so we consistently talk through the rules and how employees can apply them, not only to work but in their personal lives. I think that speaks volumes that we want our employees to grow at work, but also see growth in their personal lives.”
Managers lead employees at Boone Paint & Interiors through different scenarios to learn how to handle difficult customers.
OPERATIONS
Building Up Positivity
Retailers share best practices for creating a culture that provides consistent and constructive feedback at PDRmag.com/culture-of-feedback
take over and become combative in return, which will, without a doubt, cause the interaction to go south.”
Pratt worked in law enforcement for over 12 years before joining her father in the family paint business. She was trained to de-escalate situations with difficult or combative individuals, and her experience in retail isn’t that far removed from her time in law enforcement, she says.
“I know from experience in both this line of business and my prior one that people want to be heard and they want to be valued and listened to,” Pratt says. “If you can reserve your natural impulses to respond immediately and really take a step back to acknowledge what you are being told, then you can calm most any situation.”
Be Consistent and Intentional
At Matt’s Building Materials, which employs over 200 across three locations in Pharr, San Benito and Palmview, Texas, consistency and intentionality are key to effective communication among employees.
Isaac Smith, who co-owns the operation with his father Danny and brothers Ben and Jeremy, says store managers hold team meetings several times a week. Leadership gets together every Monday morning to address any issues from the previous week and prepare for challenges in the coming week. The leadership meetings have a loose agenda and are more laid-back so even the most reserved team members have a chance and are comfortable speaking up. Everyone has about five to seven minutes to share to keep the meetings on topic and honor everyone’s time.
“I prefer the beginning of the week for these meetings because we’re closed on Sunday, so we get a chance to reset and relax, and then everybody hits the ground running Monday,” Smith says. “Because so much communication takes place during these meetings, we highly encourage taking notes and have a moderator to keep everyone on track. If there are specific issues or topics anyone needs addressed that we don’t need to discuss in front of the whole team, we table those topics to talk through at a later time.”
Follow-up throughout the week creates consistency. Smith says managers are constantly connecting with one another on any issues or questions that came up in the leadership meetings.
“With these meetings, we try to set the tone for the rest of the week, starting each week consistently with sharing of ideas and solutions,” Smith says. “Issues are more likely to get resolved when we are persistently addressing them each week. Those voids in communication are where problems can creep in. If you don’t have an effective communication plan in place with your team, you’re definitely going to see and feel those difficult moments even more.”
Coach and Correct
Connected to deliberate listening, Smith says he and other leaders take the approach of coaching while correcting.
Smith uses a platform called Jotform, where he has built a feedback form for managers to use when they need to address an issue with an employee, such as coming into work late or using a cell phone when not permitted. The form includes the name of the employee, an explanation of the issue, any training that took place or needs to occur to rectify the issue and the date and time. Both the manager and the employee sign the form. Having a written record of incidents is also helpful in addressing those situations in the future.
“It only takes about three minutes to fill out, but it allows every manager to be aware that an incident occurred and provides context on how it was addressed through coaching and training,” Smith says. “This tool also allows us to see—in one place—every incident and how each was resolved so similar incidents can be handled in the same way in the future.”
Pratt also approaches communications training with a mindset of coaching. Employees at Boone Paint & Interiors take part in online training to garner knowledge about the products and services they will be providing customers. However, they learn communication skills on the job. Pratt assigns every new employee a manager to shadow and observe how to handle various situations and interactions. Then leadership coaches the employee about the elements of the situation—how it was handled and how it could be handled differently—and get their opinion on what they may have done differently.
“This, in my opinion, is the best way to train a new employee,” Pratt says. “A real world example is going to win over reading an article or listening to someone present this information to you. Nothing will beat personal experience.”
Being able to experience different communications scenarios in real life has been instrumental in all employees improving and building their skills, Pratt says. She realizes that no amount of coaching is perfect, however.
“Above all else, we stress to our employees that when they find themselves in a difficult situation they do not know how to address, then they need to get a manager or myself,” Pratt says.
Stay Positive and Show Grace
Establishing consistent positive communication can take the edge off difficult communications. When communication is overwhelmingly positive, it allows employees to head into tough conversations with a better attitude, which can make all the difference.
Smith says he uses BAND, a free app that facilitates communication among groups, to promote positivity. Everyone in the company has access to Matt’s Building Material’s BAND page, so if an employee makes a great sale or a customer leaves an excellent review, managers can make note of it for all employees to see.
Every manager, team lead and sales team member is required to post at least once a week. Employees can also post something positive or encouraging about a fellow staff member anytime.
“I wanted a place where we could exclusively communicate positivity,” Smith says. “We have company emails, Jotform and WhatsApp for other communications, but I wanted it to be a place where we could promote birthdays, anniversaries and other high points that intentionally encourage and build up.”
Along with positivity, offering understanding is crucial to getting through sticky conversations. Showing grace doesn’t mean excusing every wrongdoing or avoiding difficult communications—these need to be dealt with for an employee to grow—but Smith says leaders can get so wrapped up in what went wrong that they forget each employee is a human being.
“Sometimes the issue at hand isn’t the real issue, and we need to get to the root of the problem,” Smith says. “As an owner, I think it’s important to make sure our employees understand we care about them, we’re
empathetic to their needs and will be there for them during the tough times.”
Pratt says Boone Paint & Interiors is a “doors always open” company, and leadership strives for open dialogue.
“We believe in strong communication that goes both ways,” she says. “We value anything our employees have to say and try to be open to changes and create a harmonious work environment.”
Incorporate Into Your Culture
Quality communication needs to be ingrained in the company culture and values. At Matt’s Building Materials, leaders follow “Danny’s Leadership Legacy,” named after owner Danny Smith. The seven core leadership goals included in “Danny’s Leadership Legacy” cover several aspects of communication and motivate leaders to build up and encourage, coach and correct daily and over communicate with one another and their employees.
“From being consistent to coaching and correcting, all of these best practices are wrapped in our core leadership values,” Smith says. “So often, when conflict comes, it’s because we lose sight of those leadership legacy points and our customer service goals. If we stay focused on our mission and values, we do a much better job at communicating effectively. We’re not perfect of course, but by keeping an eye on our goals, we can do our best.”
For Matt's Building Materials co-owner Isaac Smith (right), effective communication starts with listening first. Managers get together weekly to discuss challenges and opportunities and share ideas with one another.
2025
THE INDUSTRY’S ANNUAL REPORT
By Dan Tratensek, Chief Operating Officer, North American Hardware and Paint Association
As 2023 was winding down, many of us held high hopes that 2024 would mark the year for a return to upward momentum in the industry. Following the outsized growth the industry experienced during the pandemic and the marked retreat recorded in 2023, most industry watchers were bearish but optimistic about the industry’s potential this year.
In fact, the North American Hardware and Paint Association (NHPA) team anticipated modest growth for 2024 of 0.9%. It only took the first three months of the year to realize these hopes for growth likely would not materialize.
Adverse weather during Q1, combined with inflation and persistently high interest rates, all proved to be a strong barrier to growth in the early months of 2024. Spring didn’t bring much relief as these conditions persisted. By midyear the industry was posting sharply down from expectations, and we were tracking a year-over-year decline of about 4.5%.
Even though the numbers we saw coming in were concerning, like many other analysts, we saw a parting of the clouds on the horizon. As inflation eased and the Fed began targeting interest rates, we remained confident the direction of the industry would change heading into the second half of the year. So far, this prediction has been somewhat mixed. The third quarter did show slower declines for the industry, but the interest rate cuts we had anticipated would provide a kickstart for sales failed to make the impact we had hoped.
Even with these headwinds, many of the industry’s largest players were pleasantly surprised by their Q3 results. Home Depot and Lowe’s both revised their full-year guidance up and Ace Hardware was comping better than expected for the quarter.
Now, as the fourth quarter has wrapped up (though we are still awaiting financial reports at the time of this
analysis) the outlook for 2024 isn’t as bleak as it was six months ago. As it stands, NHPA is tracking industry sales to be down by about 3.4% versus 2023.
Moving ForwArd
With 2024 in the rearview mirror, we are more confident the industry should return to positive growth over the next 12 months.
Some of the factors influencing this prediction include a continually improving economy, further projected interest rate cuts and pandemic-related product sales are likely reaching the repurchase phase.
Beginning in 2025, we are predicting modest growth for the industry of about 2.1%. The analysts at the Home Improvement Research Institute (HIRI) are charting a more aggressive growth pattern for the year of 3.9%.
Of course, there are multiple factors that could influence this growth. The first is the continued decline in interest rates and inflation. These two factors go somewhat hand in hand, so if inflationary pressures creep back in, the Fed will likely be hesitant to trim rates further. Should this happen, we will likely see growth sub 2%.
All in all, it is a relatively encouraging picture for the industry. Even with a downward cycle over the past two years, the industry started this decline from a much higher platform: Sales from 2019-2022 increased by more than 30%. Despite two years of backward movement, the home improvement industry remains strong.
Read all the highlights from 2024 and Dan’s outlook for 2025 by downloading the full Market Measure report at YourNHPA.org/market-measure
Home Improvement Sales by Month
Sales Growth 2023 vs. 2024
Top Chains: Individual Performance
≠ Paint Stores Group in U.S. and Canada stores only
*Source: National Retail Federation Top 100 Retailers 2024 List ^Includes Petsense by Tractor Supply locations
Sources: Company reports and NHPA research
Source: NHPA calculations
Market Share Profile
U.S. Home Improvement Industry Sales
Home Improvement Product Sales Performance
Home Improvement Retail Sales
2024 Financial Profiles of Leading Publicly Held Chains
Source: Company annual reports
≠ Paint Stores Group in U.S. and Canada stores only *includes regional distribution centers (RDCs), flatbed distribution centers (FDCs), import distribution centers (IDCs), bulk distribution centers (BDCs), cross-dock terminals (XDTs) and Fulfillment Centers (FCs)
WHOLESALER YEAR IN REVIEW
To gear the group for the future, ALLPRO has invested extensive resources to open distribution centers that help all members meet the demands of the changing industry. As suppliers raise minimum orders, the company has the option for the distribution centers to purchase larger orders and make products available to members. This strategy is evident in the caulk and tape categories where there is considerable growth coming from the distribution centers. The ALLPRO distribution model offers all members—from the single store to the largest multistore chain—the same benefits.
ALLPRO allows all members to use their warehouses on a “bill to” basis to make products available to them competitively. In times where sales are growing slower and margins are challenged, members have the option of 60-day terms to help with cash flow. While ALLPRO serves primarily as a direct buying group, the distribution centers offer added convenience to their customers.
Investment and evolution are not just limited to warehouses—ALLPRO’s growth strategy also includes people. The company expanded by adding new people who have been instrumental in upgrading and developing all aspects of company systems to ensure they are secure and robust enough to handle the demands of the future and interface with over 160 suppliers and process close to 1 million invoices per year.
“In 2024, the ALLPRO Group continued to expand and navigate the challenges of an extremely competitive environment,” says executive vice president Michael Beaudoin.
Michael Beaudoin Executive Vice President ALLPRO
“For next year, we are having our fall show in Dublin, Ireland, and bringing a good portion of the paint industry with us. We are expecting more than 800 people to attend, and it will be like no other paint show ever.”
The ALLPRO show in Dublin will feature Irish musician Allie Sherlock performing at the opening reception, planned excursions and other networking opportunities for attendees.
Dive deeper into each year-in-review by downloading the full Market Measure report at YourNHPA.org/market-measure
In April 2022, Distribution America and PRO Group Inc. joined forces to become Hardlines Distribution Alliance (HDA). Since its formation, HDA has harnessed the purchasing power of both groups and has tirelessly worked to streamline merchandising, accounting, marketing and advertising services to offer the most efficient programs to members and partners.
HDA has over 60 distributor members, over 400 vendor partners and thousands of independent retailers in its network. Additionally, HDA boasts over $7 billion in purchasing strength, and its distributor members serve all 50 U.S. states, Canada, Central America, the Caribbean and Mexico.
In 2024, HDA hosted two conferences, the Group Merchandising Conference (GMC) and the Executive Planning Conference (EPC). The 21st annual GMC took place in Indianapolis for the first time. Attendees of the sold-out event took part in new events—including a new vendor preview with 31 new vendors—and took part in over 1,300 pre-scheduled meetings with vendors and enjoyed networking receptions.
In November, HDA welcomed members to the EPC in Tucson, Arizona, which included a vendor showcase where new vendors highlighted products and their company in addition to scheduled meetings, a golf tournament, receptions and the featured item area.
Throughout the rest of the year, vendor partners work directly with the HDA merchandising team to match them with the right distributor members, building a program that fosters success within the network and helps them utilize advertising and promotional communications to reach multiple audiences.
Steve Synnott Chief Executive Officer HARDLINES DISTRIBUTION ALLIANCE
North
American Hardware and Paint Association (NHPA): What are some critical areas of focus for HDA going into 2025? What is the anticipated impact or benefit for your customers?
Steve Synnott (SS): One of the overall missions of HDA is to deliver valuable programs for our member distributors. In 2025, HDA would like to focus on programs that have promotional purchasing and selling opportunities across the markets our members serve in the hardware, lawn and garden, paint sundries and farm and ranch categories. These opportunities drive business growth and in turn positively impact our vendor partners and the thousands of retailers in our network.
NHPA: What are the biggest challenges for the independent channel in 2025?
SS: One of the biggest challenges in our channel is ongoing supply chain disruptions and the loss of a giant wholesaler at the end of 2024. In addition, we anticipate changes in access to credit as the economy grows and sees better housing starts.
NHPA: What are the biggest opportunities for the independent channel in 2025?
SS: Independent distributors and retailers are uniquely poised to cater product mixes to meet local demands and regional preferences and react to weather events. That flexibility allows the communities in which the independent channel serves to find the assortments and products that appeal to them while allowing the consumer to support local businesses.
The first weekend of February brought paint dealers and their families to sunny Orlando, where Lancaster hosted its 2024 Florida Buying Market. The event included educational sessions on merchandising and inventory management best practices, opportunities for product research, giveaways and an exclusive dinner event at SeaWorld for Lancaster attendees.
The Merit Distribution Group LLC announced the promotion of its current president, Geff Lynch, to CEO in November 2024. Lynch will now be responsible for all aspects of Lancaster’s paint sundry distribution operation and the EJ Welch flooring businesses.
In 2025, Lancaster is looking forward to welcoming members to Orlando for the 2025 Lancaster Buying Show, where they can meet face-to-face with manufacturers to see new and exciting products hitting the market. Attendees will get inspired by discussing ideas and best business practices with other retailers during the seminars, show and events. Lancaster’s Buying Show will be offering tremendous deals to give retailers a competitive edge to grow their business in the coming year.
STACKING UP AGAINST THE COMPETITION
DIVE INTO THE ANNUAL BENCHMARKING STUDY
The 2024 Cost of Doing Business Study presents the North American Hardware and Paint Association’s (NHPA) annual financial and operational profile of independent hardware stores, home centers, lumber and building materials (LBM) outlets and paint and decorating outlets from around the U.S.
This study assesses the financial performance of home improvement retailers who graciously submitted confidential financial reports for fiscal year 2023 to NHPA. The study presents composite income statements and balance sheets plus averages for key financial performance ratios.
The data is segmented for hardware stores, home centers, LBM outlets and paint and decorating outlets. In each segment, data is presented for the typical store, for high-profit stores, for single-unit and multiple-unit companies and for sales volume categories. In addition, there is a five-year historical trend for typical stores in each segment, including paint.
Retailers can use this data to measure their own performance against industry averages. The data develops benchmarks retailers can use to establish financial plans to improve profitability.
Methodology
The annual Cost of Doing Business Study is made possible through the cooperation of hardware store, home center, LBM outlet and paint and decorating outlet owners and managers who provide detailed financial and operational information on their individual companies.
Questionnaires were mailed to a sampling of hardware stores, home centers, LBM outlets and paint and decorating outlets in the U.S. to collect detailed financial and operational information for 2023.
The analysis in this report is the result of extensive review by NHPA. All individual company responses are completely confidential. Most of the figures in this report are medians. The median for a particular calculation is the middle number of all values reported when arranged from lowest to highest.
The median represents the typical company’s results and is not influenced by extremely high or low reports. To determine high-profit stores, all participating companies were ranked based on operating profits. The high-profit companies in each
segment are those that make up the top 25%. The figures reported for each of the high-profit segments represent the median for that group.
While reviewing the numbers on the following pages, it is extremely important to note that each year, this report contains figures from a different sample group of stores. That means overall figures have the potential to vary widely from year to year based on the respondent group of stores participating each year. We use year-to-year comparisons to illustrate general trends over time, not to draw specific year-over-year conclusions.
In this year’s study, 1,096 independent home improvement stores participated, which represents a 2.9% decrease from the prior year, but is the fourth highest since the study began.
Below are highlights from the paint and decorating segment of survey respondents.
Paint and Decorating Outlets
The paint segment once again struggled to get a decent amount of industry representation, although the 82 stores participating this year is the highest on record. This was also the fifth year for the paint segment, so we were able to include historical data in the report.
Comp sales were down (5.6%), which is almost identical to what this segment was up in the prior year. Customer count was up 18.2% with sales per customer down ($50) or 21%.
Cost of goods sold (63.1%) is the highest since 2020, which made the gross margin (41%) the lowest since that same year. Payroll expense (24.6%), rent (6%) and occupancy costs (7.1%) were all the second highest on record. All of this contributed to profit before taxes being 0.3% at a typical store and 0.6% at a high-profit store, which were both all-time lows. Strangely, single store-owner profits were the highest ever for the segment at 5.8%.
Inventory (28.7%) as a percent of assets is really low, but is mainly driven by one company. Debt to equity is the highest it’s ever been at 5.3, almost more than double the next highest year. While headcount (6) remained the same, sales per employee was down $26,625 but still the second highest on record.
Paint and Decorating Outlets
PARTICIPATION FOR THE PAINT SEGMENT SINCE 2019
Where to Buy This Study
Purchase the 2024 Cost of Doing Business Study at YourNHPA.org/codb
Look for the submissions for the 2025 Cost of Doing Business Study to open soon. By participating in the survey, you’ll get a free copy of the 2025 Cost of Doing Business Study ($499 value), a personalized financial analysis with your company’s financial results compared to industry averages, a what-if scenario generator to calculate how small changes can make a big impact and your company’s financial ratios and other financial metrics. It’s free, easy, confidential and only takes a few minutes to complete.
THE END OF HISTORIC GAINS
When examining data reported by independent home improvement retailers over the past 18 to 24 months, it’s evident that most retailers surveyed are coming down off the historic performance gains experienced during the pandemic. For example, two years ago when asked about year-over-year changes in sales performance for the third quarter of 2022, just 16% reported sales declines, compared to 63% who saw sales increases during that timeframe.
In the third quarter of 2022, three out of four (75%) Independent Retail Index participants reported increases in transaction size, while no one (0%) reported average ticket declines for that period. Fast forward two years to Q3 2024 and the script has been flipped based on the survey responses from independent home improvement retailers.
Change in Total Comp Store Sales for Q3 (YoY)
For top line sale results, 28% of retailers saw year-over-year sales growth in Q3 as opposed to 48% who saw sales declines over the same period. This mirrors 2023’s comp sales performance for the quarter. However, this figure was significantly lower than the 63% of independent retailers who experienced growth in Q3 of 2022. On average, total sales decreased by 1.5% year over year in Q3, which was a slight improvement compared to Q3 2023 where 2.7% reported sales declines.
When asked about their thoughts on how Q4 2024 sales would shape up, 41% of survey respondents said sales revenue would be much or somewhat lower on a year over year basis, compared to 18% who said sales would be much or somewhat higher for Q4 2024.
Change in Transaction Count for Q3 (YoY)
More than twice as many retailers reported transaction count declines in the third quarter of 2024, with 51% reporting decreases in year over year transaction counts, while 23% reported year over year increases for Q3. On average, retailers experienced a 0.5% decline in year over year transaction counts in Q3 2024. While still a decrease, this represents the smallest decline in transactions since Q4 2022, which saw a 0.1% average reduction.
When asked their thoughts on anticipated Q4 transactions counts, it was evenly split, with 26% reporting they would be much or somewhat lower on a year over year basis, compared to 28% who said it would be much or somewhat higher for Q4 2024.
Participate in the Independent Retailer Index
The Independent Retailer Index, a project produced in partnership between the North American Hardware and Paint Association (NHPA) and The Farnsworth Group, serves as a regular measure of the independent channel’s performance. The index tracks quarterly changes in various business areas including:
• Total sales
Transaction count
Inventory investment
Cost of goods
• Gross profit margins
• Future expectations
• Investment plans: inventory, staff, property, plant and equipment and technology solutions
Reports are published each quarter and all data is presented in aggregate. Download the reports and learn more on how to participate at YourNHPA.org/retailer-index or scan the QR code below
See other key KPIs from the Independent Retailer Report by downloading the full Market Measure report at YourNHPA.org/market-measure
RESEARCH
Download the Data
Access the most recent Independent Retailer Index report to compare your operation quarter to quarter at YourNHPA.org/retailer-index
Where Investment Dollars Will Go in 2025
When asked what investments they are likely to make over the next 12 months in the areas of inventory, technology solutions and staff expenditures, independent retailers noted the following areas where they wanted to focus on in 2025.
TECHNOLOGY SOLUTIONS
STAFF/EMPLOYEES
INVENTORY
Source: NHPA & The Farnsworth Group Q3 2024 Independent Retailer Index Report
2025 HOME IMPROVEMENT FORECAST: KEY TRENDS
Provided by Dave King, Executive Director, Home Improvement Research Institute
There’s good news for retailers of home improvement products. Recent reporting from the Home Improvement Research Institute (HIRI) indicates that investments in home renovations are set to increase in 2025 and beyond.
Let’s explore the key indicators from HIRI’s Economic & Industry Update that contribute to the positive forecast.
Economic Indicators
The economic backdrop heading into 2025 includes insights into potential consumer behavior. The Consumer Price Index (CPI), which measures the change in prices paid by consumers for goods and services, increased by 2.5% year-on-year as of August 2024. This moderated inflation hints at an improvement in purchasing power, potentially fostering more favorable spending conditions.
However, consumer sentiment presents a nuanced picture. The University of Michigan’s Consumer Sentiment Index climbed by 3.2% in September, suggesting optimism, even as the Conference Board’s Consumer Confidence Index dropped by 6.5% in August. This divergence underscores the complexity of consumer perspectives, influenced by both short-term pressures and longer-term optimism.
Impacts of Federal Interest Rate Cuts
In November 2024, the Federal Reserve announced its second interest rate cut of the year, aimed at easing borrowing costs. This reduction will continue influencing consumer spending into 2025, particularly in sectors reliant on financing, such as home improvement. Lower rates help make home equity loans and refinancing more affordable, encouraging homeowners to invest in upgrades. This may increase demand for big-ticket projects and boost business for retailers. Retailers can capitalize on this by offering in-store financing and/or partnering with financial institutions to make large purchases more accessible.
Drivers of Home Improvement Activity in 2025
In addition to economic indicators, two major factors within the housing market will likely influence the nature of home improvement in the coming year.
1. Aging Housing Stock: Homes built decades ago are becoming outdated and require renovations or maintenance, especially to meet safety codes and energy efficiency standards.
2. Housing Supply Shortage: Due to limited housing inventory, demand remains high for both new builds and existing homes, pushing home prices up. This results in the locked-in effect, when homeowners choose to invest in renovations to enhance their current homes instead of upgrading houses.
Retailers should consider aligning their marketing messages to resonate with homeowners who are looking to “stay and upgrade” rather than move. This can include promoting products and services that create long-term value, comfort and energy savings.
The Best Is Yet to Come
As homeowners continue to prioritize improving their homes, spending on maintenance and repair is expected to steadily increase in the coming years. HIRI’s outlook for 2025 remains cautiously optimistic as economic factors, consumer trends and market drivers continue to shape the home improvement market.
Looking even further into the future, the home improvement market is expected to experience steady growth, averaging around 4% annually and leading to a robust market that’s estimated to top $600 billion by 2028 based on HIRI’s October 2024 Size of Market Report. For more effective strategic planning, join HIRI to get access to HIRI’s Size of Market report every quarter.
About HIRI
The Home Improvement Research Institute (HIRI) is the only nonprofit organization dedicated to home improvement research. The organization empowers its members with exclusive, ongoing home improvement data and information for making better business decisions. Members are the home improvement industry’s leading manufacturers, retailers and allied organizations. Learn more at hiri.org
Consumer Price Index (CPI)
Sep22Oct22Nov22Dec22Jan23Feb23Mar23Apr23May23Jun23Jul23Aug23Sep23Oct23Nov23Dec23Jan24Feb24Mar24Apr24May24Jun24Jul24Aug24Sep24
The U.S. Bureau of Labor Statistics Consumer Price Index (CPI) increased by 2.5% year-on-year as of August 2024.
Source: U.S. Bureau of Labor Statistics Source:
Consumer Market Growth by Category
LIVING A LEGACY
Taylor Cox Follows Family Footsteps in Military, Retail
BY LINDSEY THOMPSON
Growing up fascinated by his grandfathers’ stories of military service, Taylor Cox leaned in early to a career in the military, attending West Point and serving in the U.S. Army from 2008 through 2016.
“My one grandfather was a U.S. Navy seaplane gunner and crewman in World War II and my other grandfather was a U.S. Air Force maintenance officer,” Taylor says. “I always knew I wanted to push myself to my limits and give back through military service.”
In the U.S. Army, Taylor served in a variety of roles and ranks, finishing as a Captain. During his time of service, Taylor says he enjoyed the overall sense of mission and the importance of his jobs and role as a soldier.
“Other highlights from my time in the military include the bonds I forged with others through shared hardship and the pride I felt serving my country,” Taylor says.
As much as he loved and appreciated his time in the military, as his initial service obligation was coming to an end, Taylor decided he didn’t want to work for another large corporate organization and saw an opportunity back in his family’s business. At that time, he was serving at a large military headquarters with a 15,000-soldier division and was exhausted by the bureaucracy and office politics.
Showing Our Gratitude
NHPA will share the stories of these hometown heroes throughout the year. Visit YourNHPA.org/veterans to nominate a veteran from your business to honor.
A New Way to Serve
New NHPA Program Honors Military Veterans Who Have Served Our Country, Channel
While there is no way to repay the sacrifices made by veterans of the armed forces, the North American Hardware and Paint Association (NHPA) recognizes that not only have these individuals made a lasting impact on their country, but they are also a prominent and positive influence within the home improvement industry.
To honor the ongoing impact military veterans make throughout the home improvement industry, NHPA is launching the Helmets to Home Improvement recognition program, with the National Hardware Show as the program’s official founding sponsor and venue partner. The program will officially kick off at the 2025 National Hardware Show in Las Vegas and culminate with a gala event to honor the industry’s military veterans in person at the 2026 National Hardware Show.
The idea for the program came from NHPA national sales manager Greg Cole, a veteran of the U.S. Marine Corps, whose story is just one of many shared by veterans working in the home improvement industry.
“I believe it is time for veterans to be recognized for the contributions they are making in the home improvement industry and in our communities. Veterans fought for us and have played, and continue to play, a significant role in shaping our nation’s history and future,” Cole says. “We must never forget their sacrifice, dedication and commitment to our country. The Helmets to Home Improvement program will be one way we can honor those who served.”
“I wanted to be somewhere I could have a greater impact and be my own boss,” Taylor says. “I wanted the opportunity to be a small business owner, so I asked my father if I could work for him at Cox Hardware & Lumber to see if I would like it.”
Founded in 1946 by Taylor’s great-grandparents, Henry and Mary Cox, and grandfather, Lloyd Cox, Cox Hardware & Lumber focuses on basic hardware offerings, lumber and building materials and industrial supplies. During his own time in the military, Henry saved up enough money to start Cox Hardware & Lumber. The business was then passed to Lloyd and then Taylor’s father Virgil.
“When I left the military, it didn’t take long for me to realize I enjoyed working back in the family business,” Taylor says. “After a year, I agreed to learn and grow the business
from my father, with the end goal of taking over the business and becoming the fourth-generation family owner.”
Growing up in the industry, Taylor says his dad never put any pressure on him or his sister to join the family business.
“I worked in the store over several summers, but never felt like I had to pursue working there as a career,” Taylor says. “Our father understood how hard retail is, and he never pushed us one way or another.”
From Tanks to Tools
Currently, Taylor is the company’s vice president and inventory manager, focused on purchasing, growth and pricing.
“My favorite part of my job now is the freedom to make decisions with little overhead. I have opportunities to succeed or fail and learn from both,” Taylor says. “I always
love the opportunity to meet with our customers every day and help them accomplish their goals.”
Taylor has also taken advantage of his military experience in his role as an independent retailer.
In the military, Taylor led several small units and gained experience in small-unit leadership, which has translated to the store.
“From having subordinates and understanding your responsibilities as a leader to being able to relate to people and showing servant leadership, all of these soft skills I learned in the Army have been crucial in my role now,” Taylor says. “My leadership roles in the Army taught me how to navigate people.”
Other experience he gained in the military that has been helpful in retail is understanding operational and strategic goals and having a positive outlook.
“Even when bad things happen, I tell folks, ‘It could always be worse!’” Taylor says.
Along with Taylor, Cox Hardware & Lumber has employed other veterans over the years and utilized their unique skills.
Veterans are accustomed to engaging in hard work and sacrifice, following irregular schedules, tackling unexpected tasks that come up throughout a day, doing physical labor and working with their hands, all qualities that are highly sought after in retail, Taylor says.
“They are also able to think outside the box to accomplish the mission, and they make great team players,” he says.
In the end, veterans are looking for what most employees are—a fulfilling career with opportunities to advance and give back to the community.
“If I were to work for some large company, I would just be a guy in a suit who doesn’t see a lot of impact,” Taylor says. “I like to see the actual effects of my efforts. I really like to help people.”
THANK YOU TO OUR PROGRAM SPONSORS
CATEGORY FOCUS
The Art of Stain Sales
Create a Better Customer Experience in the Exterior Wood Care Category
BY JACOB MUSSELMAN
Staining the exterior of a home is an expensive, time-consuming endeavor that requires the right knowledge, products and skills to ensure the job is done effectively. Independent retailers have a unique opportunity to stand out by providing exceptional customer service that guides buyers through the complexities of selecting and applying exterior wood stain.
At Milford Paint & Wallpaper in Milford, New Hampshire, this approach is a key part of its success. With a focus on personalized customer interactions and staying ahead of product trends, the team is dedicated to helping customers achieve professional results, no matter the project.
Ask the Right Questions
At Milford Paint & Wallpaper, store manager Robin Tempone emphasizes the importance of tailoring the sales approach to each customer’s unique needs. Her strategy involves understanding the nuances of selling to homeowners and contractors, two distinct customer groups with different requirements.
“We get a good mix of homeowners and contractors depending on the day of the week,” Tempone says. “On the weekends we see mostly homeowners and during the week is when we get all of our contractor business.”
Tempone says her contractor customers don’t usually need much guidance, but Tempone and her team go to great lengths to educate DIY customers about preparation and application.
“Homeowners need to be walked through everything from prep to weather conditions,” Tempone says. “We pride ourselves on being able to answer all of their questions while also asking the right questions of them.”
For the exterior wood care category, asking your customers if they prepared their surface correctly, when they plan on doing the project and what other products they are using is integral to the success of the project and important to know before selling them any product.
“I find that homeowners don’t do nearly as much prep work as they probably should,” Tempone says. “Because of the weather here in New England, wooden decks are a constant headache.”
During the winter months, Tempone says almost all decks are subject to scrapes from shovels or they don’t get shoveled and are wet for months at a time with no chance to dry. Both weather conditions can cause lasting damage to wood decks.
New Hampshire experiences harsh weather year-round, from cold, snowy winters to hot summers. Tempone created a weather whiteboard with the forecast three days out so customers coming in can plan the best time to tackle their exterior wood project.
Exterior Wood Care Commonly-Asked Questions
Paint & Decorating Retailer has answered three commonly-asked questions to help you explain to your customers the importance of the staining project timeline, preparation and weather conditions.
“I have a brand new deck built of pressure treated wood. My contractor said to wait until next year before I put anything on it. Should I wait?” Do not wait because even pressure treated wood will be affected by sunlight and water. The surface wood fibers will degrade, resulting in graying and splintering.
“Why do I have to spend time cleaning my siding before staining? Can’t you make a product that will stick to anything?”
Good surface preparation is the first step to any staining project. A previously coated surface generally has some weathered surface fibers, as well as loose coating, dirt or mildew. You have to remove them to get to a clean, stable surface.
“What are the ideal weather conditions for staining?”
The air temperature should be between 50 and 85 F. The dew point temperature should be five or more degrees lower than the ambient air. Avoid painting in the sun, as the warmed surface can be hotter than the ambient air. Also, don’t stain when it’s windy, as the stain will dry too fast.
Milford Paint & Wallpaper manager Robin Tempone customizes her customer service approach to pros and DIYers.
OPERATIONS
Exterior Care on Deck
Decks may be a popular home addition, but many don’t receive the proper maintenance they require. See best practices for selling exterior wood care products for decks at PDRmag.com/exterior-wood
“It’s come in handy because we’ve had customers come in and not know it’s going to rain the next day, or that the temperature is going to drop,” she says. “When I see somebody planning to do something risky, I’ll step in and show them the whiteboard.”
In 2024, the average cost to hire a professional to stain a 350-square-foot deck was between $725 and $1,450, according to Angi.com. Tempone says her goal is to not have customers return to the store unhappy with their choices.
“We understand the importance of exterior wood care projects,” she says. “We all own homes, and we know that these projects are an investment.”
Stay Educated
As a smaller store with limited staff, Tempone has to be strategic about professional development. While attending manufacturer or distributor markets isn’t always feasible, Tempone ensures her team stays informed through manufacturer training seminars and vendor communications.
For example, Tempone’s stain distributor switched formulas at the beginning of 2024, and her company representative was proactive about setting up informational sessions about the new products and showed her the differences between the old and new stain.
In addition to staying current on how products work, Tempone and her team also keep an eye out for new products.
Staying current also means keeping up on emerging products. Tempone regularly communicates with vendor representatives and reads industry trade publications to identify potential new additions to her store’s inventory. To test the viability of new products, she often orders samples and seeks feedback from trusted contractor customers. This collaboration has helped Tempone avoid costly mistakes.
“All I ask is that the contractors I give products to try let me know what they think,” she says. “Getting new products into the hands of people using them on a job is the best way to gather product research. I don’t mind spending a little bit of money if I receive decent feedback.”
Clean-A-Finish
• Easily removes wax build-up on furniture and antiques
• Breaks down grease and grime on kitchen cabinets and tables
• Cleans all finishes before polishing, waxing, or restoring
• Unique soap-based formula
• Non-Toxic and biodegradable soaps
• Clean Fresh Scent
• Does Not Contain Ammonia
Milford Paint & Wallpaper manager Robin Tempone regularly updates the store’s weather report board to help DIYers plan when to work on their exterior stain project.
RESOURCES
News to You
The new year brings more news! Subscribe to our newly launched daily newsletters at PDRmag.com/subscribe.
What You Need to Know in January
Become a VIP at NHS With the Hosted Buyer Program
Don’t miss this opportunity to experience the National Hardware Show (NHS) as a VIP. The Hosted Buyer Program is open to any independent retailer who has buying power at their retail store. Perks include two complimentary hotel nights at Resorts World, an invite to the VIP networking event and access to the VIP Lounge. Learn more at nationalhardwareshow.com
Elevate Your Employees’ Potential in the New Year
Designed specifically for independent home improvement retailers, the North American Hardware and Paint Association’s (NHPA) Retail Management Certification Program (RMCP) equips students with the knowledge and skills to drive sales growth and increase profitability. With a new, streamlined format and pricing for 2025, it’s easier than ever to attend the industry’s premier retail management program. Join more than 300 retailers who have successfully graduated and taken their careers to new heights. Visit YourNHPA.org/rmcp for more information and to enroll in the 2025 class today.
NHPA Celebrates 125 Years of Business
Celebrate with NHPA all yearlong in 2025! NHPA will be celebrating 125 years serving the independent home improvement channel. Don’t miss a look back at the highlights from NHPA’s storied history and hear how NHPA has made a positive impact in the industry. Plus, look for special merchandise and ways to celebrate throughout the year.
Level Up Your Merchandising
Hands-On Training and Expert Insights from the North American Hardware and Paint Association
Join Foundations of Merchandising Management Live! on March 18-19, 2025 in Las Vegas at NHS—the industry’s premier annual event. Develop new skills and learn how to optimize the performance of inventory and retail selling space.
Takeaways
Comprehensive sessions led by industry experts on essential topics like:
• Visual Merchandising Standards and Store Design
• Promotional Space Management
• Resets and Remodels
• Assortment Planning and Category Management
• Vendor Relations
• Merchandising and Marketing Key Benefits &
• Learn how to work a show and maximize your time at NHS with guidance from retail experts
• Connect with fellow retailers, instructors and vendors and leverage your networking opportunities
• Earn a certificate in merchandising from NHPA upon completion.
CALE NDAR
Lancaster 2025 Buying Show
January 31-February 1 | ORLANDO, FL
Orgill Spring Dealer Market
February 20-22 | NEW ORLEANS, LA
NAHB International Builders’ Show
February 25-27 | LAS VEGAS, NV
Kitchen & Bath Industry Show
February 25-27 | LAS VEGAS, NV
The Inspired Home Show
March 2-4 | CHICAGO, IL
PACOA Spring Dealer Market
March 15-16, 2025 | FLUSHINGS, NY
Buy a Store | Sell Your Business | Post a Job, Get a Business Valuation | Find a Lender and More
BUSINESS FOR SALE
Northwest Farm & Home Supply Co.
Location: Lemmon, SD
Gross Revenue: $3.21 million
The main building is a total 27,213 sq. ft. of retail and warehouse space on 4 acres. The main bldg. was constructed in 1994 with additions constructed in 2002 and 2004.
Single story with 22’ clear height in 11,459 sq. ft. of lumber warehouse, three grade level doors and two dock height doors.
BUSINESS FOR SALE
Hoosick True Value
Location: Hoosick Falls, NY
Gross Revenue: $1.26 million
Price: $1.875 million
This opportunity offers a turnkey sale of a general hardware business located in northeastern Rensselaer Co., New York. The business serves five towns and southwestern Bennington Co., Vermont, and 25 miles east of Troy, New York.
SEEKING BUSINESSES
The Aubuchon Company
For our next acquisition, we are looking for:
• Single-store and multi-store hardware operations
• Located in northeast and southeast United States
• Store size of 5,000-30,000 ft 2
• At least $3 million in average store sales
SEEKING BUSINESSES
BUSINESS FOR SALE
Home Improvement Supply Store
Location: Missouri
Gross Revenue: $1.04 million
This historic home improvement and hardware store is a staple of its community and operates from its headquarters in the Kansas City Metropolitan Area of Missouri. The Company is a long-standing retailer and installer of consumer and commercial improvement products.
BUSINESS FOR SALE
Albrights Hardware & Garden Center
Location: Allentown, PA
Gross Revenue: $1.9 million
Price: $800,000
Albrights Hardware is an established hardware store with strong neighborhood ties and has been a Lehigh Valley staple for over 50 years. The current owners have owned the store since 1992. Albrights serves its loyal customer base by providing quality products and exceptional customer service.
SEEKING BUSINESSES
Bolster Hardware
We are looking for:
• Geography agnostic
• With or without real estate
• Store revenues of $1.5M+
• We prefer to honor the family name and heritage in the local community by not changing the name
• We prefer to keep all employees as part of the acquisition
JOB LISTING
The Helpful Hardware Company
We are looking for:
• Single-store units in the southeast and multi-store groups with 3+ units nationwide
• Store size of 5,000 ft2-35,000 ft2
• Supplier agnostic
• Store revenue: $1.75M+
BUSINESS FOR SALE
Central Vermont Paint, Flooring and Decorating Business
Location: Vermont
Gross Revenue: $2.82 million
Price: $1.1 million
Full-service decorating store providing flooring, paint, window treatments, kitchen/bathroom remodeling, cabinetry product offerings, design assistance, specialized service, and professional installation.
BUSINESS FOR SALE
Private Business
Location: Alabama
Gross Revenue: $2.21 million
Price: $649,000
BUSINESS FOR SALE
Private Business
Location: Pennsylvania
Gross Revenue: $1.6 million
SEEKING BUSINESSES
Gold Beach Lumber Yard
We are looking for:
• Single-store and multi-store hardware operations
• Located in the Pacific Northwest
• Store size of 5,000 ft2-30,000 ft2
Randall Lumber & Hardware, Inc.
Position: Hardware, Ranch and Feed Department Manager
• Annual Salary: $48,000-$55,000
• Bachelor’s Degree or 5 years of experience in similar role preferred
• Strong leadership skills and creative thinking are a bonus
EDUCATION
Coaching the Coach
NHPA’s Foundations of Retail programs offer leadership training for employees at all levels of the operation. Learn more at YourNHPA.org/foundations
Effective Communication Steps to 4
In the home improvement industry, many operations are multigenerational family businesses with traditions that impact decision-making. Sometimes tradition and discomfort about change can get in the way of starting conversations about the future.
Paint & Decorating Retailer spoke with retail communications consultant Courtney Ramsey on how to get over the hurdle of starting those conversations.
Ramsey says addressing core issues impacting small businesses shouldn’t be delayed because of someone’s unwillingness to have the conversation.
While approaching difficult conversations head-on is challenging, it often leads to the best results for everyone involved. Take the next steps in communicating by reviewing Ramsey’s tips to communicate effectively during the process.
“Coaching leaders to success in communication all boils down to one thing: Getting them to actually have the conversation. Finding the courage to initiate the conversation is often the hardest part.”
—Courtney Ramsey, Retail Communications Consultant
Be Vulnerable
Begin tough conversations by sharing your intent; it helps the other person understand where you’re coming from and can prevent a lot of miscommunication. State your true feelings about the situation and why you want to have a conversation. Invite the person to a conversation instead of telling them they are going to talk to you
Know Your Audience
When it comes to having a difficult conversation, be aware that what the other person says could set off your emotions. Set a plan to maintain your composure if that happens. Be sure to also consider the other party’s feelings and be prepared to mitigate disagreements.
Start Discussions Early
Realize that you’ll never feel ready. No one wakes up one day with a new sense of confidence or feels ready to bring up difficult topics. You’ll always question the timing, but you have to take the first step and initiate the conversation. The longer you wait, the less time you have to do it right.
Focus on Commonalities
Discovering the common goals and strategies each party has for the business is a strong first step to smoothing out challenges. If you have different priorities, make a plan to talk about why those components are important to you.
Elevate Your Operations
Join us for two days of education, networking and growth opportunities at the 2025 Independent Home Improvement Conference in Orlando
Why Attend?
• Gain actionable insights from engaging keynote speakers and industry innovators
• Learn new strategies with 30+ targeted breakout sessions designed for independent retailers
• Expand your network with 800+ home improvement industry peers
• Enjoy a world-class, family-friendly venue in vibrant Orlando, FL
Who Should Attend?
and
The 2025 IHI Conference is designed for independent hardware and home improvement retailers looking to strengthen their operations, explore new business opportunities, and grow their networks.
Scan the QR code to join the waitlist for the 2025 Home Improvement Conference
