Paint & Decorating Retailer February 2023

WHAT ARE YOU DOING IN AUGUST?

1025 E. 54th St. Indianapolis, Indiana 317-275-9400 NHPA@YourNHPA.org YourNHPA.org

COMMUNICATIONS

Melanie Moul Communications & Content Manager mmoul@YourNHPA.org

Lindsey Thompson Senior Editor lthompson@YourNHPA.org

Carly Froderman Associate Editor cfroderman@YourNHPA.org

Jess Tillman Retail Training Editor jtillman@YourNHPA.org

Autumn Ricketts Graphic Designer

Olivia Adam Graphic Designer

Austin Vance Production Manager

Kallahan Beatty Communications & Production Coordinator

Freda Creech Sales & Production Assistant

Kevin Trehan Digital Media Specialist

Julie Leinwand Marketing Manager

ASSOCIATION PROGRAMS

800-772-4424 | nhpa@YourNHPA.org

Katie McHone-Jones kmchone-jones@YourNHPA.org

Director, Member Services & Events

Kim Peffley kpeffley@YourNHPA.org

Director, Organizational Development & Consulting

Jesse Carleton jcarleton@YourNHPA.org Training Manager & Editor

Renee Changnon rchangnon@YourNHPA.org Retail Engagement Specialist

SALES

LeAnn Day lday@YourNHPA.org

Publisher Scott Gilcrest

317-508-7680 | sgilcrest@YourNHPA.org

Director of Sales & Southern Sales Director

Jordan Rice

217-808-1641 | jrice@YourNHPA.org

Northern Sales Director

YOUR NHPA

COMING IN MARCH

Both Sides of the Business

Planning for the future of your business can be daunting but is imperative to its longevity. Next month, gain insights into business transition strategies from sellers and purchasers who have successfully sold a business and learn what the process was like for both sides.

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, 2023.

OUR MISSION

The North American Hardware and Paint Association (NHPA) helps independent home improvement and paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.

NHPA EXECUTIVE STAFF

Bob Cutter President & CEO

Dan Tratensek

Chief Operating Officer

David Gowan

Chief Financial Officer & Executive Vice President, Business Services

Scott Wright

Executive Director, Advanced Retail Education Programs

Whitney Mancuso

Executive Director of Innovation & Engagement

NHPA BOARD OF DIRECTORS CHAIRMAN OF THE BOARD

Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina

EXECUTIVE VICE CHAIRMAN

Jackie Sacks, Round Top Mercantile Co., Round Top, Texas

DIRECTORS

Alesia Anderson, Handy Ace Hardware, Tucker, Georgia

Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri

Ned Green, Weiders Paint & Hardware, Rochester, New York

Scott Jerousek, Farm and Home Hardware, Wellington, Ohio

Joanne Lawrie, Annapolis Home Hardware Building Centre, Annapolis Royal, Nova Scotia

Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon

SECRETARY-TREASURER

Bob Cutter, NHPA President & CEO

NHPA CANADA

NHPA CANADA

Michael McLarney, +1 416-489-3396, mike@hardlines.ca 330 Bay Street, Suite 1400 Toronto, ON, Canada M5H 2S8

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES

CIRCULATION DIRECTOR

Richard Jarrett, 314-432-7511, Fax: 314-432-7665

Tech Start Line

Fellow retailers share their road maps for adding technology to an operation, including best practices for assessing your technology needs, where to find technology solutions and how to bring employees onboard.

ASSOCIATION

Amazon Insights

Meet John Rossman, one of the keynote speakers for the 2023 NHPA Independents Conference taking place this August in Dallas. Learn from this former Amazon executive on how all retailers can innovate for leadership.

CATEGORY FOCUS Information Matters

While it makes up a small portion of most paint operations, the exterior wood care category provides an opportunity to showcase your operation as an subject-matter expert. Learn best practices to build better engagement with customers in this category.

NEWS, PRODUCTS & TRENDS Get the Latest Updates

Scan this QR code or visit PDRmag.com/february to see these stories and more resources for your operation.

Taking Tech Further

As you look to integrate technology into your business, read about what other companies have done, the technologies they use and ways to build on the technology you may already have incorporated into your business.

What Technology Is Best for You?

There are various levels of technology you can incorporate into your business. Discover how those technology tiers break down and how each might fit into your operation’s goals.

Attend in Person

Join fellow retailers, wholesale partners, service providers and others at the 2023 NHPA Independents Conference August 2-3 in Dallas. The two-day event will highlight technology, its importance and how it can grow your business.

Assessing Tech Needs

Use this employee survey to determine what types of technology your staff need to be more efficient and productive in their jobs.

TRAINING Investing in Employees

With 41% of employees quitting their jobs last year because they felt underappreciated and underprepared, it’s important to invest in your employees. Learn how NHPA’s online training can help your employees better fulfill their job duties and how they give back to the company.

OPERATIONS Buy and Sell Better

Discover eight tips for what to do when buying or selling a business and take the confusion out of this potentially stressful process.

FIND MORE ONLINE EVENTS Watch Our Hype Video

From Google and Amazon keynote speakers to actionable retailer panels and networking, learn why the 2023 NHPA Independents Conference is the can’t-miss event of the year.

Scan the QR code or visit the website below to listen.

YourNHPA.org/conference

CONNECTIONS

How to Reach Dan

Dan Tratensek dant@YourNHPA.org

Keep an Eye on the Future

Though it may be a fading memory by now, I am going to ask each of you to try to recall just a few short months ago when you were in the throes of the holiday shopping season.

Okay, are you there yet? Can you smell the scent of hot chocolate wafting through the air and hear the crunch of freshly fallen snow beneath your feet? Yes? Excellent!

Now let me ask you a simple question. What percentage of your holiday shopping—not necessarily buying—at some point involved online research?

In the Tratensek household, I would honestly estimate that 95% or more of our holiday purchases involved some form of online engagement. And, if most households out there are similar to ours, then this is a pretty eye-opening statistic to consider.

In the past several years, we have gone from the occasional purchase being made and some general research being done online to a point where nearly every purchase consumers engage in has roots firmly planted in the digital world.

So, again, even if you are a 50-something person like myself, and even if you are predisposed to the personal interactions offered through face-to-face retail, you have to admit that times have changed.

As someone whom I am assuming has a lot of interest in how the retail world is evolving, I can also surmise that this kind of rapid change in consumer behavior is alarming to you. If it isn’t—it definitely should be!

I also know that you are probably thinking: “I have so much to think about as it relates to running my business; how do I get my mind around all of these changes that are impacting the way I do business?”

Well, funny you should ask.

In about six months, your association will be hosting its 2023 NHPA Independents Conference in Dallas. Technology and its impact on retail will be the primary focus of this two-day event, and it is open to the entire home improvement community.

Keynote speakers for the event will include current and former executives with Google and Amazon, two companies that know a thing or two about doing business online. Add to that insights from leading experts in areas such as cybersecurity and panel discussions from home improvement retailers who are leading the way when it comes to technology, it’s easy to see why this will be a can’t-miss event!

With the new year well underway, we might all like to harken back to the quaint memories of Christmases past, but it’s becoming increasingly clear that we should only do so if we keep one eye on the future.

For more information about the NHPA 2023 Independents Conference, please visit YourNHPA.org/conference

Dan M. Tratensek Chief Operating Officer & Publisher

“Keynote speakers for the event will include current and former executives with Google and Amazon, two companies that know a thing or two about doing business online.”

Send your merchandising tips, event recaps, employee morale boosters and other stories to editorial@YourNHPA.org

Seeing Samples

Hadlock’s House of Paint Gets Creative With Wallcovering Displays

While browsing wallpaper sample books gives customers a closer look at the patterns or colors available, Hadlock’s House of Paint, which has four locations in New York, gives customers a real-life view of some of the wallcoverings the stores carry. The company’s social media coordinator Todd Gonzalez says different wallpapers are hung around the stores to show customers how that wallpaper would look in a larger space outside the sample book.

“We get samples every quarter from our wallpaper vendor reps, which we hang in

different areas of the store,” Gonzalez says. “We also take those samples and hang them in picture frames around the store, rotating them out every couple of months.”

Several of these framed wallpaper samples are hung near the blinds to show what patterns coordinate with different blind options.

“We’ve also placed rolled-up wallpaper samples in paint cans throughout the store to add a pop of color and some fun decor,” Gonzalez says. “These displays also double as a way for customers to easily browse wallcovering options.”

Along with wallpaper sample books, customers at Hadlock’s House of Paint can browse wallpaper samples displayed in different ways throughout the store.

COMMUNITY

Breast Cancer Support Runs Deep

At Fargo Glass & Paint Co., which has five locations in North Dakota and South Dakota, supporting the fight against cancer takes on a personal note. In 2005 and 2006, both of president Andy Nelson’s in-laws were diagnosed with cancer, passing away only 11 months apart from each other. Since then, Nelson, his family and now the stores are highly involved in supporting organizations fighting cancer, including the Roger Maris Cancer Center. In October 2022, the stores sold branded breast cancer awareness T-shirts and donated the proceeds to the Roger Maris Cancer Center. In 2020, the store donated paint for a local mural that honors cancer patients and survivors.

“That time was devastating for my wife and her family,” he says. “The types and severity of the cancers my wife’s parents were diagnosed with were too far along and aggressive for medical intervention, but I can tell you the support and compassion that was extended to my wife’s parents and the family via the Roger Maris Cancer Center staff was amazing.”

Along with personally affecting his family, Nelson says cancer has affected a number of the operation’s employees and their families.

“As an employee-owned company with nearly 170 staff members, it seems all too often that our work family is affected by a cancer diagnosis,” he says. “We work hard to be that supportive employer who is flexible and accommodating to those battling against cancer or supporting a family member who is battling cancer.”

Nelson says supporting local and national organizations and nonprofits fits into the company’s three core values: Show Our Care, Grow Every Day and Make It Happen.

“I truly believe if you start with showing your care for others and they in turn show their care, that affect will go on and on and compassion will grow every day to make a huge difference in our world,” Nelson says. “Our focus on our little world allows us to show our care locally to our employees, our families, our business partners and overall, our community.”

In October 2020, Fargo Glass & Paint Co. took part in a mural project, donating paint for the display that featured a “Who’s Your Hero?” theme.

10 Reasons to Register Today!

IT’S TIME

to work for your business. Registration is open for the 2023 NHPA Independents Conference happening August 2-3 in Dallas.

Gain insights from tech giants like Amazon on innovation and trends and hear industryleading retailers discuss how they use technology to drive growth and productivity.

Plus, connect with hundreds of attendees, including progressive retailers, wholesalers, technology solutions companies and manufacturers, for two energetic days of presentations, exhibits, networking and more!

Learn how successful retailers are expanding the customer experience beyond brick and mortar with digital tools like social media, email and more. 6 3

2

Hear from retailers being honored for their innovations in technology at the 2023 Top Guns Awards and connect with this year’s Young Retailer of the Year honorees. 7

Visit with dozens of leading technology and retail service providers to explore what’s possible for improving your business in the Retail Solutions Hall. 8 4

Network with retailers, wholesalers and manufacturers at this industrywide event.

5 Independent retailers will discuss how they are using technology to improve operations like inventory management and employee productivity.

Receive an early bird discount when you register before April 1. 10

Classes Start Every Month

Visit YourNHPA.org/foundations to get started with courses from NHPA’s Foundations Program.

EDUCATION

5 Online Courses for Leaders in Your Organization

ONGOING TRAINING FOR YOUR MANAGERS and leaders in your organization can make the difference between a profitable bottom line and positive work culture and a slip in sales and high turnover.

NHPA’s Foundations program now offers five online courses for new and seasoned managers in your organization. Courses start every month and offer flexibility for busy schedules, course access for students and mentors and reimbursement opportunities for NHPA’s Retail Management Certification Program. Get started today at YourNHPA.org/foundations.

Foundations of Merchandising Management | Cohort

This course provides students with the strategies and skills to manage merchandising and assortment planning at their stores, including visual merchandising, vendor relations, category management and more.

Enroll by March 10 to be part of a retailer group cohort!

Foundations of Mentoring | Self-paced Mentoring is a key component to developing great leaders at any company. This course trains current and future mentors on all aspects of the mentor/mentee relationship and how to serve as a mentor.

Foundations of Leadership: Your Leadership Style | Self-paced In this introductory course, students will learn about their unique leadership style and strengths that will provide a framework for their ongoing leadership growth and career development needs.

Foundations of Leadership: Leading Your Team | Self-paced This course teaches students the critical components of building and leading a team, including communication skills, conflict management, talent development and ongoing performance management.

Foundations of Financial Management | Self-paced Students will focus on the key financial management skills that developing leaders need to manage the financial side of business, including understanding the key drivers to sales growth, the basics of expense control and financial ratios.

AWARDS

Do You Know a Talented Young Retailer?

Visit

The deadline to submit nominations for NHPA’s 2023 Young Retailer of the Year awards program has been extended to Feb. 28. The program is the premier award program in the industry honoring young leaders 35 years old and younger who represent the future of independent home improvement retailing.

Selected from different retail categories, honorees are chosen based on criteria such as career accomplishments, community involvement, ongoing education within the industry and extracurricular activities.

Supporting the Future of the Industry

NHPA would also like to recognize the program’s sponsors for their dedication to the future of the independent channel.

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.

PRINTED DUCT TAPE

SHURTAPE TECHNOLOGIES | duckbrand.com or 800-321-0253

Offering the same quality and durability as the original Duck® Brand Duct Tape, printed duct tape offers a variety of patterns, including rainbow, leopard, zebra, marble, neon floral, galaxy and more. The 1.88-inch by 5-yard rolls tear easily by hand for simple application and work on a variety of surfaces including wood, vinyl, plastic, leather, metal and laminate. The tape removes cleanly from most surfaces for up to three weeks. It is not recommended for use on hardwood floors or in direct sunlight.

ZIPSHEET

ZIPWALL | zipwall.com or 304-685-2129

ZipWall’s ZipSheet is a ready-to-use barrier that comes with the option of a built-in door. The panels are available in various sizes and zip together to form a barrier as wide as needed. A ZipSheet barrier is quick and easy to set up using ZipWall poles. The white fabric limits disruptions and provides privacy on both sides of the barrier.

DRAPERY FINIALS

DECO & DECO | decondeco.com or 855-876-0846

Deco & Deco’s Murano Collection drapery finials are hand-blown in Italy using traditional techniques. The clear Murano glass is accented by alluring silver or gold flecks that radiate brilliance, and each finial is one-of-a-kind as the metallic flecks are randomly dispersed. They are also equipped with a through hole, unlike most glass finials, making them a durable pick to embellish any space.

CABINET DOOR MOUNTING JIG

KREG | kregtool.com or 800-447-8638

The Kreg Cabinet Door Mounting Jig works with face frame or frameless cabinets and left-handed and right-handed doors. It attaches hinges while the jig helps hold the door in place and features one setting for inset doors and eight more at ¼-inch increments. It includes two micro-adjustment shims to move doors up by ¹⁄₁₆ inch, ⅛ inch or ³⁄₁₆ inch.

FLOORING SCRAPER

BULLY TOOLS | Bullytools.com

With a 6-inch blade that is ideal for removing carpet, wood flooring, ceramic tile, vinyl and their adhesives, the Bully Tools Floor Bully Flooring Scraper is also useful for scraping paint off concrete, pulling up tack strips and removing ice from your driveway. It is constructed from 11-gauge 100% steel and has a durable powder coat finish that helps prevent rust and extends the tool’s life.

CORDLESS TOWER WORK LIGHT

MAKITA USA INC. | makitatools.com or 800-462-5482

Makita’s 18V LXT® Lithium-Ion Cordless Tower Work Light extends to an overall height of 7 ¼ feet with a foldable design for quick setup and takedown. The adjustable head rotates 220 degrees vertically and pivots 230 degrees horizontally and features three-mode operation: 3,000 lumens on high, 1,700 lumens on medium and 900 lumens on low. It is IP55-rated for dust and water resistance and uses Makita’s 18V LXT 5.0Ah batteries.

abatron.com

© 2022 ABATRON & SEAL-ONCE are part of the U-C Coatings family of wood protection and restoration products

HEAVY-DUTY KNEE PADS

BRASS KNUCKLE® PROTECTION

brassknuckleprotection.com or 770-674-8930

Brass Knuckle BKKN200 Heavy-Duty knee pads provide all-day protection with a hard, contoured polyethylene cap. Each knee pad conforms to the shape of the knee cap to enhance patella stability and reduce risks of impact and injury. The rounded, abrasion-resistant cap allows for safer pivoting and heavy-duty work on the knees while foam padding throughout maximizes wearer comfort. Pads come in one size with an adjustable strap to keep the pad in place.

EFFECTIVE EXCELLENCE

Connect Through Tech

See how one retailer implemented QR code technology to better serve customers and provide additional touch points at YourNHPA.org/case-studies

ROAD MAP FOR TECH

TECH

HOW TO BRING TECHNOLOGY TO YOUR OPERATION

BY LINDSEY THOMPSON

At the speed technology changes, it may seem impossible to keep up on what’s best for your operation or even know where to start. It may seem as though the minute you implement the latest and greatest solution, it’s already obsolete. To help you plan your tech journey, Paint & Decorating Retailer spoke with several home improvement retailers who shared their road maps and the routes you can take to successfully bring technology into your operation.

Assessing Your Needs

Like any road trip, starting on the journey toward technology requires planning and begins with asking the question, “Where do I want to go?” To know what types of technology work best for your business, you need to have a clear understanding of your goals as an operation and what you want to accomplish.

Mike Gleason Jr., who is involved in operations for Gleco Paint with three locations in eastern Pennsylvania, uses technology to solve problems in the business. When assessing technology, the team starts by clearly stating the problem they need to solve, Gleason says.

“Then we do our research and go in search of technology that can help,” he says. “Once we do enough research, we have a good idea of what technology we can bring in to solve the issue. Talking to other companies and seeing what works for them has also proven useful.”

Gleason says they added smart light bulbs paired with an automation service in each of the stores to alert the staff when the store receives an email.

“These lightbulbs have made us more efficient because employees don’t feel the need to check the email as often,” he says. “They also don’t feel like they’ll miss an email that is a customer order, which can lead to a horrible customer experience.”

The Right Fit

Explore the various tiers of technology solutions three retailers have implemented at PDRmag.com/technology-mix

The stores have also added Radio Frequency (RF) guns that are tied to the point of sale (POS) systems to create orders and count inventory, cutting in half the time it takes to do those tasks.

After finding different options, Gleason says they then evaluate if the solution is easy to use and fits into processes and systems already in place.

“Our goal in using technology is to solve a problem while not creating another problem in the process,” he says. “Any technology we implement needs to enhance the work experience at the end of the day.”

Carl Lombardi, creative manager at Rossi Paint, which has five locations in the greater New York City area, says the team considers how any technology will make the customer and employee experience better.

“If a technology solution will allow our clients and team members to have a better experience, the answer will be yes to that technology,” Lombardi says. “It’s a simple equation for us. If we keep our mindset on our clients and our team, whatever technology we do implement will be that much more impactful.”

Assessing your technology needs can be as simple as improving on what you already have. Since he joined the company in 2008, Mike Bourgeois, store manager of Grunthal Lumber in Manitoba, Canada, has focused on different ways the company can set itself apart from its competition.

One of the ways the company has accomplished the goal of offering something different is through its virtual drafting program. The design and drafting department at Grunthal Lumber can take any house plan and provide a virtual reality (VR) experience for its customers where the customer can walk around and see what their new home or renovation will look like before they ever start to build. Colors, finishes, cabinets, walls, roofs and even furniture can all be customized and revised to meet customers’ needs.

“The virtual reality program reassures customers that they are getting what they want from the design,” Bourgeois says. “Some customers have a hard time visualizing what a space is going to look like, and this program gives them that ability.”

The VR technology was an additional feature of a design program the company was already using. Grunthal Lumber draftsperson Byron Wiebe brought the feature to the attention of company leadership as an opportunity to better serve customers.

“He’s pretty creative and also has the mindset of finding ways to set ourselves apart,” Bourgeois says. “When he found out about this new feature, he did the research and saw how it could benefit our customers and allow us to provide something different.”

“If a technology solution will allow our clients and team members to have a better experience, the answer will be yes to that technology.”

—Carl Lombardi, Rossi Paint

Rossi Paint creative manager Carl Lombardi has the led the charge for several tech upgrades.

TECH

LEADER

EASY TO FIND

Real-World Tech

Discover the three technology focus areas for the 2023 NHPA Independents Conference at YourNHPA.org/conference

Finding the Right Fit

Once you’ve picked your road trip destination, next comes finding places to stay, dine and explore. The same holds true when planning for technology; once you have a clearer idea of the technology you need, the next step is searching for the right solution and vendor. Lombardi says they also look outside the industry and consider the different ways those technologies can apply to the paint retail operations. They look at technologies from a consumer perspective and brainstorm ideas they would want as customers.

“The best technology and process improvements can simply begin with the thought of ‘Wouldn’t it be great if…’” he says. “We have an open-door policy at Rossi’s, so we

often generate ideas and find solutions via our discussions with retail staff and management.”

To find the right technology fit for the operation, Grunthal Lumber employs a tech consultant, Steven Lepp, who handles the company’s point-of-sale (POS) and other computer systems. Grunthal Lumber is in the process of updating its POS, and Lepp has been communicating with various POS vendors and setting up meetings between the vendor and management.

“After each presentation, we debrief and discuss the pros and cons of that system,” Bourgeois says.

“It’s nice that Steven does the research and sets up these presentations so we can focus on choosing the right option.”

Gleco Paint uses RF guns to create orders and count inventory, saving hours of employees' time.

Gleason, Gleco Paint

Bringing Everyone on Board

If your travel partners aren’t on board with the itinerary, your trip can take a detour. Without buy-in from your employees, your efforts to implement technology can hit a major roadblock.

At Rossi Paint, Lombardi says they first consider how their team members will react to a change and keep them in mind with every new advancement.

“Our people are going to be using the new technology daily in their direct work,” he says. “So while it’s hugely important to be customer focused, we don’t lose sight of the people who will be directly interacting with the new technology day-to-day.”

Thorough training and communication is also imperative to getting employees onboard with a new technology. Bourgeois says once the new POS system is in place at Grunthal Lumber, they will offer several training opportunities. The company plans to host lunch and learn sessions where all the employees can enjoy a meal while learning the ins and outs of the new system.

“We have found with our employees that the more hands-on training they can get, the better,” Bourgeois says. “This hands-on learning allows them to pick it up quicker than somebody just trying to explain it to them. They can make mistakes in a controlled environment and learn from those errors.”

Training is key for Gleco Paint and Gleason as well. Technology can come with negative or difficult connotations for some, and Gleason says it's important

to the operation to properly train and educate on how to use a new piece of technology and the benefits it brings to the company. He has found that being patient with the implementation while still having goals helps as well.

“We will usually implement a technology into one store to start and get feedback from those employees,” he says. “If it passes that test, it will then be implemented into all stores. After implementation, we keep an open dialogue with all stores to make sure the technology is being implemented correctly with proper training and also listen to the feedback of everyone involved.”

HELPFUL ADDITIONS

The goal of each technology implemented at Gleco Paint is improving efficiencies.

“After implementation, we keep an open dialogue with all stores to make sure the technology is being implemented correctly with proper training and also listen to the feedback of everyone involved.”

—Mike

QUESTIONS TO ASSESS

As you evaluate your operation’s technology needs, here are questions you should answer to determine what tech best meets your needs and make sure everyone in the company is on the same page.

1

What does my overall operation need to function better? What do each of our departments (marketing, HR, inventory, logistics, sales, etc.) need to be more efficient?

2

Is there a problem we have that technology could solve?

3

Am I using pencil and paper for this task? Am I doing a task manually more than 2 or 3 times a week?

4

What pain points are our customers experiencing?

8

Is it scalable?

Will it grow with our operation?

9

Who already on staff can lead this project?

10

What do we need to add to make this technology work?

11

Do we have security systems in place to make it work?

5

Will technology alienate our current audience and if so, what can we do to remedy it?

6

Does this fit in our budget?

7 Can we upgrade what we already have in place or do we need a completely new solution?

WHAT ARE YOU DOING IN AUGUST?

Q+A Leadership of Innovation

Meet John Rossman, 2023 NHPA Independents Conference Keynote Speaker

This coming August, the North American Hardware and Paint Association (NHPA) will host the 2023 NHPA Independents Conference in Dallas. This year’s conference will be guided by the theme of “Putting Technology to Work for You.” During the two-day conference, attendees will discover the latest in retail technology and the solutions independent home improvement retailers are using to improve their efficiency, their customer service and their competitive advantage in the channel.

Paint & Decorating Retailer sat down with one of the event’s keynote speakers, John Rossman, who shared about his career journey, key takeaways from his time with Amazon and a sneak peek of what attendees will gain from his keynote address. Rossman is a business strategist, operator and expert on digital transformation, leadership and business reinvention. At Amazon, he was responsible for the launching and scaling of the merchant integration team and played a key role in launching and scaling the Amazon Marketplace business. He is an operator and builder whose love is diving into business problems and customer needs, designing solutions and business opportunities.

Putting Technology to Work for You

August 2-3, 2023 in Dallas, Texas

INDUSTRY EVENTS Learn More About the Conference

Scan the code to learn more about the 2023 NHPA Independents Conference or visit YourNHPA.org/conference. Early bird discount ends April 1!

Paint & Decorating Retailer (PDR): What are some of the highlights of your career and the biggest takeaways you’ve come away with?

John Rossman (JR): Like any career, it has had some highlights and lowlights along the way. Some of the highlights for me include being a partner at Arthur Andersen early in my career and joining Amazon in 2002. I led the launch of the Marketplace business at Amazon, which today comprises well over 50% of all units shipped and sold. I also led another business at Amazon called Enterprise Services that didn't work so well; I’ve found that typically you learn more from the things that didn’t go great than you do from the things that did go great. After I left Amazon in late 2005, I was a partner for 12 years at a management consulting firm, Alvarez and Marsal, where I had some of the best clients in the world, including the Bill and Melinda Gates Foundation. I was also an interim CIO for a retail client, and along the way, I wrote a book called “The Amazon Way” and in 2017, and founded Rossman Partners. Whether it’s through my books, keynotes or my advisory business, for me, the end goal is helping leaders evolve their strategy and leadership principles for today’s competitive needs. People talk about digital transformation and disruption, but the key is taking care of business. It’s about competing with new business models, new approaches and new expectations. I love to walk leadership teams through not necessarily rethinking everything, but adding additional capabilities to their already great businesses to enhance and future-proof it for what customers in the market expect today.

PDR: Tell us how your experiences with Amazon helped to shape the consultant and speaker you are today.

JR: When I joined Amazon in March 2002, the company had just had its first billion dollar quarter, but it was still unclear whether we were going to succeed. During that time, the leadership principles weren’t codified but we were practicing them every day. We were really hammering out and asking questions like “What do we prioritize?” and “How do we make decisions and hold each other accountable?” and “What is our culture

defined as?” It was a really interesting time at Amazon because it became clear that we were not just a retailer, we were a platform company that built capabilities others use. The way Amazon goes about getting its work done, how it thinks about leadership and how it tries to hold everyone in the organization accountable, those things are exactly the same, both philosophically and from a practical standpoint. That’s part of the lesson—these operation goals scale and they’re durable, and I’ve had a ton of experience in taking some of these aspects and putting them into other businesses for the right effect. That’s been the playbook that I’ve used in my client work over the past 20 years, and I’ve seen the impact and the power. But it really does start with leadership and the willingness to add some new perspectives and try some new methods in order to get different results.

PDR: Can you give us a sneak peek into what you’ll be sharing with attendees of the 2023 NHPA Independents Conference in August?

JR: We’re going to take a quick dance across some of the Amazon leadership principles and give examples both from Amazon and around the industry. I’m going to give a little bit of a playbook on some things companies can do. What most companies and most leaders are really good at is their operating playbook, but what I’m going to share about is a little bit of an innovation playbook to complement that operating playbook. Some of the things you do in your operating playbook sound like some of the things you do in your innovation playbook, but they actually have a distinctively different orientation and prioritization. For example, in your operating playbook, you’re typically trying to prioritize or optimize for aspects like customer satisfaction and unit economics. But when you’re innovating, you’re trying to optimize for deep learning about a new customer need or satisfaction. People don’t understand that the scientific process starts from failure, and you earn your way up to success. Most of us have this expectation that we’re going to start from success and then just refine it but you have to be ready to have repeated failure.

Wood Care That Matters

EXTERIOR WOOD CARE BEST PRACTICES AND TRENDS TO SHARE WITH CUSTOMERS

BY CARLY FRODERMAN

Regardless of the product category, sharing knowledge about products and projects with your customers builds trust and customer loyalty.

Sean Kelley, owner of Mountain Woodcare, a contractor business in Boulder, Colorado, began working at the operation in 2018 and took the business over in 2022. Paint & Decorating Retailer spoke to Kelley for insight into exterior wood care and best practices your customers need to know.

Soaring Sales

Discover three tips for selling exterior wood care projects at PDRmag.com/exterior-wood.

Always Prep

When applying a new exterior wood care product, DIYers may not know where to start.

“It is important to always clean first; being outdoors, dirt will build up on the wood,” Kelley says. “If the wood isn’t washed off and the product is applied on top, the dirt gets trapped underneath. The finished result will not look good, and the product will fail earlier.”

There is a trick to applying stain on new exterior wood.

“New wood should be seasoned, or be left bare for a month or so, unless it’s kiln dried,” Kelley says. “Allowing it to sit and then pressure washing it will allow the wood grain to open up and accept stain better.”

After the wood is clean, the surface needs to be dry.

“The wood can’t be wet; if the moisture content is too high, it will not accept stain,” Kelley says. “I like it to be at a 10% moisture content or below. I measure the moisture content of wood with a moisture meter.”

Moisture levels are not the only weather-related factors that can impact the outcome of a project. Temperature, too much wind and too much sun can also negatively impact the end result.

“I like the temperature to be 40 degrees or above,” Kelley says. “The temperature a product excels best in can vary depending on the product. Following the guidelines provided for whatever product is being used can be the difference between a successful project and a failed one.”

When it comes to products, recommending the more quality option will achieve better results and happier customers.

Quick Pro Tips

Kelley shares words of advice about exterior wood care. Apply this knowledge to your operation to improve customer satisfaction and loyalty. 1

Semi-solid or solid body stains are more likely to show brush marks if not back brushed properly to make sure the coat is evenly applied. 2

Oil-based stains tend to work better because they can absorb into the wood, and oil repels water, keeping wood from holding water and degrading. 3

To avoid discoloration and decay, tell your customers to position sprinklers away from fences or other exterior wood surfaces.

4

Because the grain on hardwoods is so tight and close together, it has a harder time accepting stains, and they don’t penetrate as deeply. 5

Hardwoods need to be re-stained more frequently than softwoods, especially when the stain doesn’t penetrate deep enough.

Sean Kelley began working at Mountain Woodcare in 2018 and took the operation over in 2022.

Keep Play Going

Learn how to restain a wooden playset and what products to use at PDRmag.com/staining-playset.

Talking Trends

WHAT’S POPULAR IN EXTERIOR WOOD

STAINS

Light gray and blue-gray stains that look weathered are going to be hot in 2023.

Jackie Mosher, COO and co-founder of Dzinly, a residential exterior architecture and design company, spoke with Paint & Decorating Retailer about exterior wood trends.

“We are seeing an increase in the use of wood on the exterior of homes and expect this to continue,” Mosher says. “We are seeing more use of wood accents such as header beams, window sill detail, pediments and even wood plank siding. Weathered wood, barn wood and faux mimics are popular, and new trends such as burnt wood are also gaining steam. People are going back to an authentic look, which also means stains are more popular than paint on exterior wood.”

Gain more insight into exterior wood and the products you should be carrying to stay on trend.

FENCING

Horizontal fencing and tight shadow slat fencing are popular.

SIDING

Board and batten and nickel gap shiplap with varied joint wood widths are trendy.

The quality product, though potentially more expensive, will last longer and is the easiest to maintain, Kelley says.

“Different products require different cleaning. For example, my stain just requires a light pressure washing, and I can reapply the stain,” Kelley says. “Some products require you to strip the entire finish off to the bare wood grain in order to have an even finish. This process requires a chemical stripper and hot water pressure washing.”

Upkeep Often

When it comes to how often exterior wood care products should be used, Kelley says the answer depends on two considerations.

“The frequency of care depends on what product is used and the surface’s exposure to weather,” Kelley says. “For my product, I tell people on average it’ll last between five to seven years on vertical surfaces and around two years on horizontal surfaces. A lot of factors can affect horizontal surfaces like if it is under a roof, how much foot traffic it receives and the weather it endures.”

A key part of exterior wood care is paying attention and assessing how exterior wood looks, not just relying on a time estimate.

“When stains lighten and fade, they tend to need to be redone sooner,” Kelley says. “If looked at closely, you can tell it is no longer fully applied, especially when comparing wood that received different weather exposure levels.”

Once the wear of the exterior wood care product is detected, time is not your friend.

“Time is of the essence once the effectiveness of the product starts wearing off,” Kelley says “If not taken care of right away, weather will begin to make a more significant impact on the wear of the wood, and water will start absorbing into the wood, rotting it from the inside out.”

OPERATIONS

Defeating Cyberattacks

Check out the basics you should know about cyberattacks, ways you can manage data protection and more at PDRmag.com/ransomware

STORE SECURE YOUR

WHY AND HOW TO INVEST IN CYBERSECURITY

CYBERATTACKS PUT INDIVIDUALS and companies at risk and threaten the financial security of businesses and the economy. According to Statista, nearly a quarter of the companies that have experienced a cyberattack have lost between $50,000–$99,999. Among the surveyed companies, another 22% reported losing $100,000–$499,999. In a continually increasing technological world, it is important to take the necessary steps to protect your business.

Before the Hack

3 Steps You Can Take Today to Protect Your Business

1

2

Confirm your insurance coverage. Having insurance is not enough, it’s important to confirm you have the right type of coverage. Many retailers have cyber insurance, but ransomware isn’t always a part of the package, which means the insurance doesn’t cover the actual cost of the ransom. Talk to your insurance broker to be sure you have the right protection.

19% Stack

Up the Stats

3

Enact password security. One key way malicious attackers find their way into vulnerable systems is through weak passwords. A guessable username and password can wreak havoc on a business. Two-factor authentication (2FA) helps mitigate hacking because it requires a person to confirm their identity on another device before they can log in. Requiring strong passwords, regularly changing passwords and employing 2FA will help make your system more secure and protect your business.

Talk about the risk internally. Cyberattacks on small-to-medium size businesses have only become more frequent. Experts say it’s not about if your business will be breached, but when. Be sure everyone on your executive team and key managers understand and agree on the risk to your operation. Buy-in from every decision-maker is critical to protecting your business.

said that ransomware was the cause of the attack, making it the most common cyberattack in 2022.

37% said their organization is fully prepared to prevent cybersecurity lapses and breaches.

39% said their organization is fully prepared to recover from attacks.

48% said their websites were down for 8-24 hours.

59% reported cybercrimes have become more of a priority compared with five years ago.

Source: National Retail Security Survey

Organized Retail Crime 2022, Rackspace Technology®’s Cybersecurity Annual Research Report 2022, UpCity’s 2022 Small Business Cybersecurity Survey.

The industry’s marketplace for buying and selling independent home improvement businesses and posting jobs.

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 & 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

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.

SEEKING BUSINESSES The Aubuchon Company

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 Missouri. The Company is a long-standing retailer and installer of consumer and commercial improvement products.

BUSINESS FOR SALE

Hoosick True Value

Location: Hoosick Falls, New York

Gross Revenue: $1.26 million

Price: $1.875 million

This opportunity offers a turnkey sale of a general hardware operation located in northeastern Rensselaer Co., New York. The business serves five towns, southwestern Bennington Co., Vermont, and 25 miles east of Troy, New York.

BUSINESS FOR SALE

Private Business

Location: Alabama

Gross Revenue: $2.21 million

Price: $649,000

For our next acquisition, we are looking for:

Single-store and multi-store hardware operations

• Located in northeast and southeast United States

• Store size of 5,000-30,000 ft2

• At least $3 million in average store sales

SEEKING 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

Industry Events

VENDOR RELATIONSHIPS

Are you skilled at negotiating the best terms with your vendors?

ASSORTMENT PLANNING

Can you execute an effective assortment plan, including market analysis, vendor selection and planogram creation?

SPACE MANAGEMENT

Do you understand the best practices for managing your promotional spaces?

ASSOCIATION Across the Nation

Read about previous NHPA on the Road trips and the stores they visited on YourNHPA.org/on-the-road

NHPA STOPS AROUND THE COUNTRY

Adventures in Retail

NHPA ON THE ROAD EXPLORES STORES ACROSS THE COUNTRY

With nine trips under her belt, Renee Changnon, retail engagement specialist for the North American Hardware and Paint Association (NHPA), plans to keep the NHPA on the Road travel series bright in 2023. First for the year is a trip to the Pacific Northwest in January, 2023.

“Since I’ve been with NHPA, the leaders have been passionate about our team

getting out into retail stores,” Changnon says. “As a writer, it can be difficult to get to know your audience when you don’t get to see them in person. I’m proud of NHPA’s investment into making store visits and road trips a priority. As a staff, we are able to do our jobs better and more efficiently when we can get out and see the retailers who make the hardware industry so special.”

Harry's Hardware & The Den Cabot, VT

Epstein’s Paint Center New York, NY

Hancock Lumber Casco, ME

Carthage Hardware Carthage, MO

HomCo Lumber & Hardware Flagstaff, AZ

Tanner Paint Co. Tampa, FL

Anawalt Lumber Los Angeles, CA

McGuckin Hardware Boulder, CO

Parkrose Hardware Portland, OR Sullivan Hardware & Garden Indianapolis, IN

THE QUALITY AND EXPERTISE YOU DEMAND FROM

A BRAND THAT YOU TRUST

MANOR HALL® INTERIOR

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• ADVANCED LEVELING FOR A SMOOTH FINISH

MANOR HALL® EXTERIOR

• EXCELLENT DURABILITY RESISTS CRACKING, PEELING & FLAKING

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