Build the people side of your business and improve communication, reduce conflict and increase overall productivity with NHPA’s Organizational Development and Consulting services.
YourNHPA.org/development
TeamBuilder
TeamBuilder is an assessment of the people side of your business. It analyzes your current organizational structure and staff members to help you maximize their potential.
Everything DiSC® is a personal development learning experience measuring an individual’s communication preferences and tendencies based on the DiSC model.
The Vision Process is a year-long journey toward strengthening your team, defining company values and building processes and best practices that fit your goals.
Retailers looking for custom solutions can take advantage of our hourly consulting options, ranging from owner support, manager mentoring, operational support and more.
“Whatever concerns you have about seeing ROI with these programs, set them aside. The way our business has grown, expanded, come together and pushed forward has been worth what we put into the program. Kim makes it all worth it.”
About Kim Peffley Director of Organizational Development & Consulting, NHPAKim Peffley began her career over 25 years ago, working at her family-owned True Value, and then served as General Manager for a seven-store Ace chain. As a certified Everything DiSC® Facilitator and Consultant, Peffley uses her industry-specific retail management and leadership experience to offer professional training and support to retailers.
Contact Kim kpeffley@YourNHPA.org 219-776-0094
Get started with a free one-hour consultation to get immediate feedback and advice for your business. Visit YourNHPA.org/development to schedule an appointment with NHPA’s Kim Peffley.
Allison Ploskina, Bill’s True Value, Virginia
COMING
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
Over the last several years, industry data, news headlines and anecdotes have all identified consolidation as an industry trend. Next month, Paint & Decorating Retailer explores some of the reasons behind consolidation in the industry and the potential effects this trend will have on your operation and the independent channel.
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
Fellow paint and decorating retailers share some of the simple programs, services and systems that operations can implement to improve efficiencies and streamline operations.
40
INDUSTRY AWARDS
An Eye on the Future
46
TRENDS Motivated to Buy Delve into the data-driven insights provided by the Home Improvement Research Institute (HIRI) to understand the why behind tape, caulk and paint spraying equipment purchases.
28
INDUSTRY EVENTS
Solutions Await
Don’t miss the 2023 NHPA Independents Conference in Dallas Aug. 2-3, where attendees will gather to find solutions to common challenges in the independent channel and honor high-achieving retailers through the Top Guns and Young Retailer of the Year awards programs.
48
CATEGORY FOCUS
Cabinet Prime Time
An expert in cabinet refinishing shares four ways retailers can capture this audience of DIYers and professionals with the right products and knowledge.
Scan this QR code or visit PDRmag.com/july to see these stories and more resources for your operation.
Setting the Mood
Thermochromatic paint
can reflect a homeowner’s current mood and is a fun specialty paint product to add some excitement to your paint selection.
On Page 20, retailers share the various technology programs, systems and processes they’ve brought onboard to streamline operations that don’t require large investments of money or effort. For more insights on how technology positively benefits your business, check out these additional stories.
If you’re not sure where to start with technology, check out these retailers’ road maps and routes to successfully bring tech into your operation.
When you need an effective technology solution, sometimes the answer is to build it yourself. See how three retailers developed their own internal technology tools to improve operations.
As you evaluate current and future tech options for your operation, discover best practices from experts and fellow retailers on how to measure ROI and the benefits of technology.
OPERATIONS
Taking Advantage of TikTok
Find ways to optimize this popular social media site to bring new and younger customers into your operation and begin building connections.
PODCAST
Coming June 10
A Family Affair
Join NHPA Top Guns honoree Scott Sommers, his brother Gary Sommers and cousin Zach Coblentz as they talk innovating for growth, developing a strong company culture and serving their community.
Scan the QR code or visit the website below to listen.
YourNHPA.org/podcast
In my role with the North American Hardware and Paint Association, I have seen firsthand the impact technology has had on the independent home improvement industry. While some retailers have been slow to embrace these changes, those who have adapted have seen significant benefits.
One of the most obvious ways technology has impacted independent retailers is through e-commerce. Online shopping has become increasingly popular in recent years, and retailers who have not invested in an online store risk falling behind their competitors. By offering an online store, retailers can reach customers who may not have been able to visit their physical location. This can be especially beneficial for those who live in rural areas or have mobility issues. However, simply having an online store is not enough. Retailers must also invest in search engine optimization (SEO) and digital marketing to ensure their website is visible to potential customers. This can be a complex process, but it is essential for retailers who want to compete in the digital age.
Another way technology has impacted independent retailers is through mobile apps. Apps can provide customers with a convenient way to browse products, make purchases and track orders. They can also be used to send push notifications about sales and promotions, driving traffic.
In addition to these customer-facing tools, technology has also impacted the back-end operations of independent retailers. Inventory management software can help retailers track their stock levels and ensure they always have the products needed. Point-of-sale systems can also be used to streamline the checkout process and provide customers with a more efficient shopping experience.
Of course, embracing technology does come with some challenges. Retailers may need to invest in new software, which can be expensive. They may also need to train their staff on how to use these new tools, which can take time and resources. However, the benefits of embracing technology far outweigh the challenges. By using these tools, independent retailers can reach a wider audience, provide a more convenient shopping experience and streamline their operations.
One of the most exciting developments in technology for independent retailers is the rise of artificial intelligence (AI). AI can be used to analyze customer data and provide personalized recommendations for products.
It’s not just hardware retailing that is undergoing change brought about by technological advancements. In fact, the author of this column is well aware of the changes tech is bringing to every business. In fact, the entire column above was 100% AI generated based on a one-sentence prompt.
If you are feeling a little overwhelmed by all the ways technology is impacting our industry, a great place to learn how real-world retailers are utilizing technological advancements to drive their businesses is at the 2023 NHPA Independents Conference next month in Dallas. For more information go to YourNHPA.org/conference
Dan M. Tratensek Chief Operating Officer
“The benefits of embracing technology far outweigh the challenges.”
Send your merchandising tips, event recaps, employee morale boosters and other stories to editorial@YourNHPA.org
Popular on home design websites and across social media, virtual idea boards are an easy way to visualize how different design elements work together.
At Blue Mist Paint & Flooring in Spartanburg, South Carolina, idea boards come to life in the store thanks to the creativity of owner Ashley Peterson.
As customers browse the store, they can view different boards that share how different paint colors, wallpaper patterns, tiles and flooring can work together for a cohesive look.
Peterson, who has several professional design certifications and a knack for design, says she hopes to continue adding more idea boards to the store and plans to frequently change them out to offer new ideas and keep up with trends.
Along with being helpful to customers, the design boards contribute to the overall aesthetic of the store. They complement the design and paint-related artwork displayed through the store like the framed design book covers and decor vignettes.
Discover businesses for sale, list your business or open position or apply for a small business loan through the NHPA Marketplace by visiting YourNHPA.org/marketplace
ARE YOU LOOKING to buy or sell an independent home improvement store? Or are you looking to apply for a small business loan? The North American Hardware and Paint Association (NHPA) offers these services and more through the online NHPA Retail Marketplace.
In August 2021, the NHPA Retail Marketplace launched as a place for retailers to come together to either list their business for sale or post they were looking to acquire a new business.
Dave Gowan, NHPA’s chief financial officer and executive vice president of business services, says the Marketplace was NHPA’s response to the many inquiries the association received from retailers looking to buy or sell a business.
“Retailers contact me regularly asking if NHPA can assist in selling stores. I also have retailers reaching out about acquiring stores but don’t know what’s for sale,” Gowan says. “The Retail Marketplace is a way to bring those two groups together.”
Following the successful launch of the NHPA Retail Marketplace, the association added a job listing section in March 2022. Now, retailers can post job openings with a higher potential of finding the perfect candidate.
NHPA added business valuation to the Retail Marketplace in June 2022 when it partnered with Gary Pittsford, CFP®, chief valuation officer at Castle Valuation, a division of Creative Planning. Whether retailers are looking to buy or sell or simply want to know the overall worth of their business, they now have a resource for an accurate valuation of their business.
“The No. 1 issue I hear when a retailer approaches me about selling their business is they don’t have any idea what their business is worth. We wanted to help solve this problem in an economical way,” Gowan says.
Most recently, NHPA partnered with Live Oak Bank, a bank servicing small businesses, to offer small business loans to independent retailers who are looking to purchase a business. This service complements the other offerings provided under the NHPA Retail Marketplace umbrella.
“In this economic environment, with rising interest rates and a tightening credit market, we wanted to help provide an easy solution to finance these deals,” Gowan says. “We want the Retail Marketplace to evolve into a simple one-stop shop to meet the needs of retailers, whether they are buying or selling, and adding Small Business Administration lending is another key component.”
of
dgowan@YourNHPA.org
Whether you are looking to buy a business, sell your business or need to apply for a small business loan, the NHPA Retail Marketplace offers trusted solutions for independent home improvement retailers. Visit YourNHPA.org/marketplace for more information.
Dave Gowan Chief Financial Officer and Executive Vice President
Business Services
“The No. 1 issue I hear when a retailer approaches me about selling their business is they don’t have any idea what their business is worth. We wanted to help solve this problem.”
Head to YourNHPA.org/codb to participate in the 2023 Cost of Doing Business Study and receive personalized financial insight for your business.
operation compare to typical and high-profit businesses across the home improvement industry?
NHPA’s Cost of Doing Business Study is a financial benchmarking tool that delivers data and insights to help retailers increase business profits and strategize for their financial future and continued success.
The final day to participate in the study and submit your operation’s financial data has been extended to July 15. Study participants will receive a free copy of the study’s results in addition to a personalized financial analysis of their operation with ratios and other financial tools.
Get a look at NHPA’s Academy for Retail Development in the new Academy Catalog at YourNHPA.org/academy
ONGOING EMPLOYEE DEVELOPMENT is critical in any competitive retail operation. New hires need retail skills to get started on the salesfloor. Emerging leaders need to develop management skills. Business owners often need consultants to help them sort through operational challenges.
Wherever you need training, NHPA’s Academy for Retail Development has solutions. The Academy offers education designed for the home improvement industry, covering everything from basic product knowledge to advanced operational skills. Course content will be applicable and relevant regardless of how many locations you operate, what type of customer you serve or what affiliation banner you fly.
While some off-the-shelf content is available, NHPA can also customize content for the exact needs of your unique business. And if you’re not sure what you need, NHPA can help you figure it out.
Training and development opportunities through NHPA’s Academy are available in two categories: individual growth and business development.
Educational programs available through the individual growth plan develop employees in all aspects of retail, from entry-level retail skills through advanced operational skills.
Most courses are available online for individual study, but some classroom options are also available.
Retailers who want to improve their overall business operations should consider NHPA’s business development programs, which cover a wide range of areas such as team building, vision building and organizational development.
To find out more about the wide breadth of training available through NHPA, consult the Academy Catalog. Download a copy of the catalog at YourNHPA.org/academy
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.
RADICAL RAFTS | rustzilla.com
The RUSTZILLA Marine Grade Rust Converter is easy to use and saves time and effort. It’s thick enough to tackle the toughest jobs but thin enough to get into small cracks. It is suitable for treating moving parts and lasts up to 10 years. RUSTZILLA turns rust to a black primed surface and works on all types of metals including stainless steel, steel and cast iron. It dries fast with no residue and prevents future rust and corrosion while forming a protective barrier on the metal. RUSTZILLA won’t harm paint, plastic or rubber, and is nontoxic, noncorrosive and nonflammable. RUSTZILLA is water-based and cleans up with soap and water.
DETAIL PAINT BRUSH
ZIBRA | enjoyzibra.com
Zibra’s Triangle Brush paints corners with precision and accuracy. The unique shape of the brush also allows for cutting in next to trim and other tight places, like electrical outlets.
GLOVES IN A BOTTLE | glovesinabottle.com or 800-600-1881
Gloves In A Bottle Hand Shielding Lotion is fragrance and colorant-free, lasts from four to 12 hours or more and does not wash off. This relief cream protects and repairs hands from eczema, irritation, dryness and severe cracking. Its light-weight, nongreasy formula absorbs immediately providing immediate relief.
PIERCE BEEKEEPING EQUIPMENT
piercebeekeeping.com or 1-805-864-9255
This Heated Scraper from Pierce Beekeeping Equipment contains a sealed thermostat in the blade and is ready to use right out of the box. Its temperature is pre-calibrated to 350 F. Its stainless steel blade is 2 inches long and 4 3/5 inches wide, and all sides of the blade are sharpened for easy cutting and scraping. The scraper comes with an 8-foot cord with a three-prong plug and is ideal for cutting and removing solidified adhesives, waxes and sealants.
U-C COATINGS INC. | seal-once.com
U-C Coatings’ Seal-Once® Marine is a premium waterproofing deck and dock sealer and stain. It has been rated nontoxic and nonhazardous to aquatic life, making it safe to apply around open water. Seal Once Marine, which is available in clear and three semi-transparent colors, deeply penetrates the surface to protect and stabilize wood in high-moisture areas. The sealer is manufactured in the U.S., eco-friendly and provides an ultra-low VOC premium wood finish.
TITAN | titantool.com
The Titan® Impact® 1140I Connected Smart Sprayer is a two-gun sprayer with self-adjusting and self-compensating Quad+ Packings.™ The stainless steel balls and carbide seats are resistant to abrasive coatings. The Impact 1140I comes standard with DigiTrac™ Technology for advanced onboard diagnostics, and the MyTitan app offers an InCommand™ Dashboard for adjusting pressure, monitoring run time and paint use and automatically storing job details.
INTERIOR PAINT
BENJAMIN MOORE | benjaminmoore.com
Benjamin Moore’s enhanced Regal® Select Interior paint features proprietary stain-release technology, increased scuff-resistance and washes clean without compromising color or sheen integrity. The durable, washable finish enables easier clean-up of common household stains such as pencil, crayon, coffee and more, across all Benjamin Moore colors. Regal® Select delivers premium-quality results, and its smooth application and unbeatable flow and leveling allow painters to achieve professional results every time. It is available in Flat, Matte, Eggshell, Satin/Pearl and Semi-Gloss finishes, Regal® Select Interior can be tinted in 3,500+ Benjamin Moore colors.
7” x 4.875”
is a 100% siliconized acrylic painter’s caulk that offers excellent adhesion and durability. It’s a premium caulk for interior or exterior jobs and ideal for all new construction.
Learn more at www.towersealants.com For product information call 866.897.7568 or email tech@towersealants.com
SHURTAPE TECHNOLOGIES
duckbrand.com or 800-321-0253
Ideal for decor and craft projects, Duck® Brand Real Cork Tape features an easy-to-use adhesive backing. The 1.88-inch x 5-yard rolls can be used to create unique corkboards, fun craft projects, wallets, purses and more.
DAP GLOBAL | dap.com
Formulated with breakthrough anti-shrink technology, DAP ALEX Ultra is specifically designed to meet the demanding needs of professional paint jobs by solving for traditional latex sealant pain points while still providing unmatched ease of use. As the lowest shrink latex sealant on the market, ALEX Ultra provides a durable, long-lasting seal with a fast 15-minute paint-ready time, allowing professionals to complete paint projects with precision and speed.
gorillatough.com
Gorilla Heavy Duty Construction
Adhesive is a tough, versatile, all-weather adhesive. The 100% adhesive formula provides a long-lasting, heavy-duty bond. The gap-filling, durable and 100% waterproof adhesive formula is perfect for indoor and outdoor projects, holds in 30 seconds and bonds virtually anything including subfloor, mirrors, trim, drywall, landscaping, bath surrounds, foamboard, marble and more.
Plenty of data and anecdotal evidence exists on the benefits of implementing technology in your operation, but retailers may still hesitate because of the investment of time and money tech requires. Fortunately, when it comes to innovation, cutting-edge isn’t the only option; straightforward and simple solutions also exist.
To help you take those steps toward streamlining your operation and improving efficiency, Paint & Decorating Retailer shares five solutions from retailers who found even the most ordinary processes can produce extraordinary results. These solutions have improved employee training, allowed team members to spend more meaningful time with customers and revamped operational processes.
Even without an IT staff, learn the functional changes you can make to improve efficiency at PDRmag.com/functional-innovation
Simple in its design but highly effective in practice, the Decor Fusion Benjamin Moore Dealer Version system in place at Triboro Paint Center has saved employees time and effort. The operation added the program to the store in Warwick, Rhode Island, as a pilot in October 2021. Soon after, store manager Brooke Robison says they implemented it in the other two locations in North Attleborough, Massachusetts, and Foxboro, Massachusetts.
When a customer purchases paint, the tinting machine sends the formula to the point-of-sale (POS) system. The paint formula prints on the receipt and is stored in the POS system for easy access the next time the customer wants that color.
“When we scan the receipt, the formula pops up on our computers, and we can mix the customer’s color,” Robison says. “When we have the original formula, it makes it easier to tweak the color as needed.”
With a desire to integrate new technology wherever it makes sense, Warwick manager Evan St. Onge implemented the program at his store first.
“Evan loves integrating new technology into his store, and he’s truly ahead of the curve on innovation,” Robison says. “He has a younger staff in their 20s and 30s, and they are easily able to adapt to program changes.”
Robison says they often discover new innovations like this one from industry sources and on social media paint groups.
While she wasn’t sure how employees would embrace the technology at the other stores, Robison says they have welcomed it and appreciate the time and effort it saves.
“While this program is something customers might not ever know about, it allows our employees to make their in-store experience easier,” Robison says. “And it helps get them in and out of the store quicker.”
Attend the 2023 NHPA Independents Conference for more innovation insights. Learn more at YourNHPA.org/conference
With over 60 locations in the Chicagoland area, JC Licht has been serving the paint needs of DIY and professional customers for over a century. Growth through innovation has become a major driver for recent successes for the operation with Jason Greenberg, vice president of growth and innovation, focusing on the ways technology can improve efficiencies.
One of those systems put into place is tracking for the company’s delivery vehicles. Greenberg says the company has 48 delivery vehicles and uses GeoTab to track their locations. The tracking devices allow JC Licht to assess which stores are utilizing the delivery vans most often. Using the data from the tracking devices, the company moves vans from stores that aren’t using them as frequently and reassigns vehicles to stores that need them.
“We’re moving to a more centralized hub for deliveries, which should improve efficiency. It will reduce miles driven by the vehicles, reduce delivery time to customers and ultimately improve customer service,” Greenberg says. “We would not be able to change our delivery strategy without the data from the trackers.”
Another helpful process for Greenberg and JC Licht has been the addition of DaySmart’s online scheduling for window treatment in-home consultations.
Customers can schedule in-home consultations on the JC Licht website without having to call to make an appointment, Greenberg says. Along with offering customers increased convenience, the program has eliminated the amount of time JC Licht backend staff spend on scheduling, freeing those associates to do other tasks.
“Since we implemented online scheduling in January, we’ve booked significantly more appointments,” Greenberg says. “It’s helped us get better marketing data through the prompts it asks when a customer sets an appointment. It also improves customer satisfaction by making it easier to schedule and quicker to book an appointment, which results in better sales.”
After a session of in-store training from a paint vendor, Tristen Mendez, store manager at the Parmer location of Clement’s Paint, came away with an idea to connect with younger customers and provide a higher level of service—add QR codes to different products in the store.
During the training, the sales rep emphasized the need to address different shopping values across generations, which Mendez says resonated with him.
“They talked about how younger generations are more into technology,” Mendez says. “While they sometimes want to talk to a live person, more often than not, they prefer to find information on their own.”
Clement’s Paint has seven locations in Austin, Texas. Mendez says tech-focused companies like Tesla and Apple also have locations in that area, which has seen an influx of younger residents in the last few years.
“We’re seeing a lot of younger people buying homes here and wanting to redo those homes,” Mendez says. “But they don’t want to be bombarded with a bunch of questions or salespeople when they come into the store.”
Mendez says adding the QR codes to different products was an easy way to bridge the gap with these younger customers. When choosing what products to attach the QR codes to, Mendez opts for DIY-focused products because those customers typically need more product information to make a decision than professional customers.
After he chooses a product to post a QR code with, he visits that product’s website in Google Chrome, chooses “create a QR code” in Chrome’s settings and then prints out the created QR code, which will link to the product information when scanned.
Employees also utilize the QR codes to educate themselves on a product or provide real-time information when working with a customer, elevating the high level of customer service Clement’s Paint already offers.
“When we’re explaining products, it’s easy for us to grab our phones, scan the QR codes and pull up the data sheets in front of the customer,” Mendez says. “As much as they’ve been helpful for customers, they’ve been just as useful to us.”
Easy access to key documents is crucial to an employee’s success and cuts down on time and energy searching for information. Continually updating the procedural manual has been key to efficiency for her operation, says Katie Prus. She is manager and part owner of Abbotsford Paint and Decorating, Abbotsford Commercial Paints, Chilliwack Decorating Centre and Garrison Village Paint and Decorating in British Columbia, Canada.
“One of the things I am constantly working on is adding to our procedure manual,” Prus says. “It’s been an effective way to quickly streamline business wins for us.”
As she is training, Prus makes changes in the manual, adding new procedures or updating processes that have changed since the last time she trained an employee.
Prus also involves new employees in the updates. If she trains them on a procedure that is not in the manual, she has them type it out as a way for them to become familiar with that procedure. She then adds it to the manual.
“This process is a great addition to training and helps with retention. By typing out the steps, employees are thinking through the process and then physically going through it step-by-step,” Prus says. “After they have typed it up, they email it to me. I go over it to make sure no steps were missed and it is clear to anyone joining our team or already versed in our steps.”
The procedural manual has been helpful for shaping an efficient work environment, providing each manager with the right information when they need it and showing other employees the correct way to complete any process.
“If a staff member has a question, I try to use that as a learning moment and ask other staff members to get them thinking critically,” Prus says. “But if I am unavailable, at least they can reference the procedure manual to answer their question. Having it updated and readily available hopefully means less time wasted.”
The procedural manual includes a list of tasks to complete when an employee has free time, instructions on how to properly answer the phone, where to access training and more. It is constantly being updated and added to by Prus and the employees.
“Our saying with the procedure manual is that anyone off the street should be able to grab the book and follow a procedure,” Prus says. “This gives us a lot of hope that if something unexpected were to happen, it is all in the procedure book for them to look over.”
Human Resources Platform
From hiring to onboarding, training to scheduling, managing each employee in your operation takes time and effort. For small operations without dedicated human resources staff, keeping those tasks in line can be a daunting challenge.
To streamline processes and improve the human resource (HR) experience for both employer and employee, Ned Green, owner of Weiders Paint & Hardware, phased out some of the programs he was using for employee management and switched to Paycor for payroll, scheduling and employee timekeeping.
“We realized that we had so many pieces—from logins to apps—to onboard a new employee,” Green says. “The HR platform we’re using simplifies the process, so we’re not overwhelming ourselves from the administrative
side, especially with the turnover that we’re seeing. It’s taken a couple of steps out of the process for everyone and saved us so much time and energy.”
The company, which has locations in Brighton, Honeoye Falls and Fairport, New York, has given up some bells and whistles the other programs offered, but the trade-off has been a simpler system that works better for management and employees.
“Starting over with a completely new system has also allowed us to start fresh and fix some issues we didn’t have the time or ability to deal with,” Green says. “Making the switch provided a way to take it all apart and build it back up.”
HR MADE EASY
Weiders Paint & Hardware moved to one system to manage most of its human resources tasks, saving time and effort.
B
B U SI N E S S F O R S AL E
Northwest Farm & Home Supply Co.
Location: Lemmon, SD
Gross Revenue: $3 21 million
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 level doors and two dock height doors
B
Central Vermont Paint , Flooring , and Decorating
Business
Location: Vermont
Gross Revenue: $2.82 million
Price: $1 1 million
Full-service decorating store providing
kitchen/bathroom remodeling, cabinetry product o erings, design assistance, specialized service, and professional installation
B U S I N E S S F O R S AL E
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
Hoosick True Value
Location: Hoosick Falls, New York
Gross Revenue: $1.26 million Price: $1.875 milli
This opportunity o ers 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
B U S I N E S S F O R S AL E
Private Business
Location: Alabama
Gross Revenue: $2.21 million
Price: $649,000
B U S I N E S S F O R S AL E
Private Business
Location: Pennsylvania
Gross Revenue: $1.6 million
SEE KI N G B U S IN E S S E S Gold Beach Lumber Yard
We are looking for:
•
•
•
• We prefer to keep all employees as part of the acquisition
• Single-store and multi-store
hardware operations
• Located in the Pacific Northwest
• Store size of 5,000 ft2-30,000 ft2
Avoiding
When it comes to cybersecurity incidents in our technologically advanced world, no one is immune. Hear from retailers who have managed cybersecurity incidents and the steps they took to become more cybersecure. Plus, learn about the types of attacks you need to prepare for, ways to mitigate risk and how to implement companywide best practices.
We’re All Digital. Now What?
Chris Hood, former head of business innovation and strategy, Google Get a deeper understanding of the challenges businesses face to keep up with continuous technological changes and how you can strategize to increase your business value and grow customer loyalty. This presentation will offer insights into what digital transformation is, how an outside-in perspective can provide a better understanding of technology and how other businesses have achieved success.
“It’s no longer about trying to adapt. It’s about accelerating your digital outcomes so you can keep up with consumer demands.”
with Chris HoodScott Aubuchon The Aubuchon Company Michael Eldridge Jerry’s Home Improvement Centers Scott Reynolds American Hardware & Lumber Insurance
KEEP CONNECTING
Several industry partners are hosting complementary events alongside the conference. Learn more and register at YourNHPA.org/partner-events.
PLATINUM
GOLD
SILVER
BRONZE
If you have questions about retention, employee engagement and building an inviting culture, you've got a chance to win a solution at the 2023 NHPA Independents Conference.
Retailers who register have a chance to win one of two TeamBuilder assessments, each valued at $6,250! TeamBuilder is an organizational development assessment that includes a comprehensive two-day analysis of the people side of your business. TeamBuilder helps you:
• Understand and improve work productivity, teamwork and communication
• Improve fundamentals in your business, like your organizational chart and job descriptions
• Align your team to your business goals and values
• And more
• 4 tickets to the 2024 Indy 500 race
• $600 cash to use toward travel expenses
The Retail Solutions Hall features 21 service providers focused on e-commerce, inventory management, security, POS, digital marketing, communications and more. In between sessions, visit these exhibitors to find solutions for some of your toughest operational challenges.
Get
Earn points in the on-site game, either in the app or on the website. Taking action gets you closer to the trophy.
• Engage with exhibitors
• Ask questions during sessions
• Submit session surveys
• Support your peers’ questions
• And more
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**A majority of STIHL products sold in America are made in America of U.S. and global materials. ©2023 STIHL.
Now in its 27th year, this program recognizes high-achieving retailers age 35 and younger who represent the next generation of the independent home improvement channel. This year’s class features a record 11 honorees. Learn more about each honoree at YourNHPA.org/yroty
MULTIPLE LOCATIONS
• RYAN CLOUSE, owner, Clouse Family Ace Hardware
• AUSTIN DIEHL, director of retail sales, Randy’s Hardware
• SCOTT FINES, owner, Fines Home Hardware Building Centre
• MICHAEL GLEASON JR., assistant general manager and head purchaser, Gleco Paint
• MATT LAMBERT, regional vice president, Nation’s Best
• JOHN LUHRING, owner, Parkersburg Hardware and Garden Center and Allison Hardware and Floral Center
• DALTON MENY, head of operations, Meny’s True Value
• KATIE PRUS, manager and part owner, Abbotsford Paint and Decorating, Abbotsford Commercial Paints, Chilliwack Decorating Centre and Garrison Village Paint and Decorating
UNDER $3 MILLION IN SALES
• JESSICA TALERICO, owner, Old Lyme Hardware
• ZANE WATKINS, general manager and co-owner, Village Hardware
OVER $3 MILLION IN SALES
• TRAVIS HELLVIG, operations manager, Hartford Building Center
August 2: 6 p.m. - 8 p.m.
Continue expanding your peer network while you recognize the achievements of the 2023 Young Retailer of the Year honorees. Drinks and hors d’oeuvres will be provided. Register for the conference and the reception at YourNHPA.org/conference
A limited number of tickets are available for this event. Pre-registration and conference badge required for entry.
THANK YOU TO OUR SPONSORS
THURSDAY, AUGUST 3
8 a.m. - 8:45 a.m.
STATE OF THE INDUSTRY
Where Are We Headed?
The independent channel is $253 billion and 40,000 retailers strong. How can we continue to grow and compete in the marketplace?
8 a.m. - 5 p.m.
EXHIBITORS
In between sessions and at lunch, explore 21 vendors in the Retail Solutions Hall.
9 a.m. - 10 a.m.
Think Like Amazon: Leadership for Innovation
Amazon has a thrilling power to innovate that few other companies have matched. But how do they continue to innovate? Through a systematic approach and a deep understanding of what it means to be digital, Amazon continues to outperform everyone else.
10:30 a.m. - 11:15 a.m.
OPERATIONS & PRODUCTIVITY
When you need an effective technology solution, sometimes the answer is to build it yourself. Learn from three retailers who have developed their own internal technology tools to improve operations.
11:15 a.m. - 12 p.m.
CYBERSECURITY & RISK MANAGEMENT
Managing Cyberthreats: Best Practices
From the World’s Biggest Retailers
Big or small, no retailer is immune from attempted cybersecurity attacks. This session will cover common cyberthreats and emerging trends and ways retailers of all sizes can protect themselves.
1:30 p.m. - 2:15 p.m.
MARKETING, E-COMMERCE & CUSTOMER LOYALTY
Maximizing the Customer Experience
Connect with your customers beyond the four walls of your store. In this panel discussion, hear from retailers who are experts in using technology solutions to extend the customer experience beyond brick-and-mortar with strategic e-commerce initiatives, streamlined social media management and comprehensive internal systems.
2:15 p.m. - 3 p.m.
OPERATIONS & PRODUCTIVITY
Tapping Into Tech to Manage Inventory & Purchasing
See how The Aubuchon Company has improved inventory management, purchasing strategies and loss mitigation across all of its store locations with the help of a unique technology solution.
“When you’re innovating, you’re trying to optimize for deep learning about a new customer need or satisfaction.”Dalton Meny Meny’s True Value Cody Miller Hartville Hardware & Lumber Jeremy Peterson Family Hardware
with John Rossman FORMER EXECUTIVE, AMAZON
This award recognizes retailers as representatives of their operations who—through the work of engaged, dedicated staff—are making marks in their communities and in the industry. This year’s honorees have made strategic investments in technology solutions to improve productivity, employee morale and the overall customer experience.
3:30 p.m. - 4:30 p.m.
PANEL DISCUSSION
“We invest in technology where it makes sense, where we'll see a return and where it supports the needs of the business and the objectives of the strategic plan."
“Service is going to be our differentiator today, tomorrow and for the next 10 years. Anything we do with technology will follow this priority.”
“Our success in technology comes from a commitment to devote the necessary time, energy and manpower it needs to thrive and help meet our goals.”
August 3: 4:30 p.m. - 6 p.m.
After the panel, join us for the final celebration of the 2023 NHPA Independents Conference. Celebrate this year’s honorees and don’t leave until you’ve made plans to follow up with your new connections, both peers and industry partners. Pre-registration is requested.
THANK YOU TO OUR SPONSORS
Build the people side of your business and improve communication, reduce conflict and increase overall productivity with NHPA’s Organizational Development and Consulting services.
YourNHPA.org/development
TeamBuilder is an assessment of the people side of your business. It analyzes your current organizational structure and staff members to help you maximize their potential.
Everything DiSC® is a personal development learning experience measuring an individual’s communication preferences and tendencies based on the DiSC model.
The Vision Process is a year-long journey toward strengthening your team, defining company values and building processes and best practices that fit your goals.
Retailers looking for custom solutions can take advantage of our hourly consulting options, ranging from owner support, manager mentoring, operational support and more.
About Kim Peffley Director of Organizational Development & Consulting,
NHPA
Kim Peffley began her career over 25 years ago, working at her family-owned True Value, and then served as General Manager for a seven-store Ace chain. As a certified Everything DiSC® Facilitator and Consultant, Peffley uses her industry-specific retail management and leadership experience to offer professional training and support to retailers.
Contact Kim
kpeffley@YourNHPA.org 219-776-0094
Get started with a free one-hour consultation to get immediate feedback and advice for your business. Visit YourNHPA.org/development to schedule an appointment with NHPA’s Kim Peffley.
Allison Ploskina, Bill’s True Value, Virginia
“Whatever concerns you have about seeing ROI with these programs, set them aside. The way our business has grown, expanded, come together and pushed forward has been worth what we put into the program. Kim makes it all worth it.”
Hartville Hardware & Lumber president Scott Sommers focuses on making sure employees provide top-notch customer service.
BY LINDSEY THOMPSON
Saying his colleagues are like family is more than a cliche for Scott Sommers. At Hartville Hardware & Lumber, where he serves as president, Scott works every day with his brother, uncles, cousins and other family members. Building on the foundation of service to customers and the community his grandfather, Howard Miller Sr., and uncles, Howard Miller Jr. and Wayne Miller, started in 1972, Scott has put in place his own successes. Those achievements have led to him being named a North American Hardware and Paint Association (NHPA) 2023 Top Guns Award honoree.
HARTVILLE HARDWARE & LUMBER President
Read how the Miller brothers, Hartville Hardware’s founders and leaders, were honored with a legacy award at hardwareretailing.com/hartville-legacy-award
Honorees are chosen for their commitment to and passion for the independent home improvement channel. They are pillars of innovation and have helped grow their businesses through strategic leadership with consideration for their communities and their teams. This year’s honorees were specifically chosen for their focus on utilizing technology to improve operations.
Scott grew up in the business and has worked full time for Hartville Hardware & Lumber for 28 years. During that time, he has seen the company grow exponentially. Hartville Hardware & Lumber is part of HRM Enterprises, which also includes Hartville Kitchen, Hartville MarketPlace and Flea Market, The Shops at Hartville Kitchen, Hartville Contractors Supply and Top Advantages Surfaces.
The operation is still manned by members of the Miller family, including Scott, his brother Gary Sommers, who serves as chief executive officer of HRM Enterprises, and his cousin Zach Coblentz, chief operating officer of HRM Enterprises.
Even though Scott’s grandfather and uncles didn’t formally write out the ideas behind the company’s culture when they started the business, their philosophy of leading through serving and caring for the customer set the foundation for Hartville’s success.
“We are fortunate to have inherited a great culture from our grandfather and uncles,” Scott says. “The leadership team took the steps to cement those values into formal guiding statements, which we now use for recruiting and training as we continue to expand operations.”
Growing alongside Hartville Hardware’s culture, technology has played a role in the company’s successes. Scott says their strategy is to be a “fast follower” and adopt new technologies other businesses have found success using. Leadership at Hartville Hardware also takes part in several roundtable groups with NHPA and their wholesaler.
“These roundtables and networking opportunities give us connections and access to some of the best stores and people in the industry,” Scott says. “They have also been a
Asolid company culture is the cornerstone of Hartville Hardware & Lumber and its sister companies. Part of that culture is authentically connecting with employees, empowering them and allowing them to take ownership in their roles. HRM Enterprises has over 900 employees across all of the entities, and with that many employees, it can be difficult to stay in touch with everyone, says Hartville Hardware & Lumber president Scott Sommers. To solve that issue, Scott says the leadership team started “20 Group Meetings,” where once a year, Scott and other leadership team members meet with 20 employees at a time. These groups of 20 include a mix of employees from across the hardware division.
“These meetings are a way for us to discuss concerns, answer questions and continue promoting our culture,” Scott says. “They are also a way to connect employees with our three strategic anchors: best place to work, best guest experience and long-term sustainable results.”
During those meetings, employees consistently shared that their favorite part of their job was the people they worked with, says Gary Sommers, Scott’s brother and chief executive officer of HRM Enterprises, the umbrella company of Hartville Hardware. Around the same time, Gary and Scott also attended a seminar that discussed the concept of like drawing like.
“That concept really resonated with me—when you have a team of good people, it is going to attract other good people,” Gary says. “It shows you have a positive culture because you continue to bring in positive people.”
Another part of the Hartville Hardware culture is empowering team members and allowing them to take the necessary steps to fulfill the company’s second strategic anchor of offering a best guest experience.
“From the major tool department reset we recently underwent to the rebuilding of our Idea House, it’s the changes our staff have done that make our showroom and our store so great,” Scott says. “That’s not me pushing them; that’s the team taking initiative, and they always knock it out of the park. That culture of empowering our people has really paid dividends, and it’s one of the reasons the overall store experience is so good.”
Integrity
• Respect
• Excellence
Accountability
• Community
• Teamwork
• Always put God first.
• Treat our customers, suppliers and each other as we would like to be treated.
• Give back to our community.
• We do whatever it takes.
• We give more than expected.
• We are long-term focused.
We wanted to preserve that culture for generations, and while it was difficult and a long process to get those on paper because everyone had different thoughts and ideas, it ended up being very rewarding.
—Zach Coblentz, HRM Enterprises
From e-commerce to inventory management, discover solutions to challenges facing your operation at the 2023 NHPA All-Industry Conference. Learn more at YourNHPA.org/conference
wealth of information on new technology, and allow us to see how other stores are using tech. We rely heavily on the experience of other stores when assessing what makes sense to implement in our stores.”
In 1982, Hartville Hardware purchased its first computer system from Triad Systems Corporation, which is now Epicor, investing $110,000, a huge sum at the time considering the size of the store, Sommers says.
“Triad became the Epicor Eagle system we still use today,” Scott says. “Our people know it well, and we use all aspects of the system, from delivery to advanced ordering and everything in between.”
In the late 1980s, Hartville Hardware offered specialty tool catalog orders through the mail. During the anthrax attacks in 2001, mail orders saw a large decline, and leadership at Hartville embraced online platforms to continue selling specialty tools, launching its first e-commerce site in 2002. Scott says it took several years to become profitable on the e-commerce side but they remained steadfast in growing and evolving online.
In the two decades since it stepped into online technology, the company has continued to implement programs and
processes that improve efficiencies, enhance customer service and grow the bottom line. Scott says they have found success in technology because they have devoted the necessary time and energy.
“We realized quickly that we needed to have people focused on technology,” Scott says. “E-commerce isn’t something you can do part time and be successful. We have 13 people on the development and IT side of the business and 10 employees focused on digital marketing, putting content on the site, marketing our e-commerce, creating graphics and more.”
To keep the business on the cutting edge of new technologies, Scott says the operation has been trialing electronic shelf labels in the appliance department. Hartville utilizes a price scraping tool that shops 15,000 items and compares those items’ prices to other retailers’ prices. As another way to analyze success, Cody Miller, divisional merchandise manager for the lumber and building materials division, developed a gross profit mapping system that formulates the gross profit of every four feet of the store.
Scott says the company has been using technology in its onboarding process as well and has a dedicated employee for training who manages the learning management system.
Be a part of one of the industry’s biggest awards at the 2023 NHPA Independents Conference Aug. 3 in Dallas and glean insights from this year’s Top Guns Awards honorees in an exclusive panel discussion. Honorees will share the strategic investments
they’ve made in technology to improve productivity, employee morale and overall customer experience Immediately following the panel, join the honorees at the NHPA Top Guns Awards reception sponsored by STIHL and the National Hardware Show.
See Page 28 for conference highlights.
YourNHPA.org/conference
Hartville Hardware & Lumber has also licensed training from NHPA, using operations, product training and other resources from the association.
Implementing technology for hiring and retention has provided consistency, which has contributed to the overall success of the operation, Scott says.
“Our learning management system has taken onboarding to a new level,” he says. “We have been able to give a consistent experience to our new hires, which makes them feel comfortable and up to speed much quicker. It also helps us share our culture initiatives to all our new team members.”
Another component that has made Hartville Hardware & Lumber successful is Scott’s use of analytics to assess all areas of the operation. He continually reviews data and scoreboards from various departments, endcaps and other parts of the store to assess which areas are most productive and which need improvement.
“I give credit to Howard and Wayne for starting this culture of tracking a wide variety of data to see how our company measured up,” Scott says. “They also get all the credit for showing what it means to truly empower your employees; they both did that exceedingly well.”
Looking back over his career, Scott says he owes much of his success to his father, uncles and grandfather, who set the stage for a company that cares for its employees, customers and community.
“I would be remiss if I didn’t give credit to my wife Kami. Her hard work in our home has allowed me to focus on the business,” Scott says. “My parents also deserve credit for instilling the value of hard work in me.”
His family at work—both blood and chosen—has also made him and Hartville Hardware & Lumber successful.
“The team that I get to work with every day is so special,” he says. “They are the boots on the ground that make us tick and keep us moving forward, and the visible leadership from our managers and our sales team is tremendous. They are what really makes us.”
While he is grateful to receive the Top Guns honor, Scott shies away from all the glory.
“This award means a lot, but I think our team deserves it,” he says. “They have worked hard to build this place over the years, and I’m excited and humbled to accept it for the whole team.”
Discover more insights from the Home Improvement Research Institute (HIRI) and dive deep into paint and sundry trends at PDRmag.com/hiri-paint-sundries
As the purchase behaviors of consumers buying paint sundries has shifted, the Home Improvement Research Institute (HIRI) provides data-backed answers about current market and customer behaviors. Continue reading to dive into the insights.
Executive director of the Home Improvement Research Institute (HIRI) Dave King oversees the institute and all of the research published by HIRI. King has spent the past 20 years in the strategy, research and advanced analytics space, holding advanced degrees in economics, statistics and business. For the last 10 years, he has been solely focused on the home improvement space, where he oversaw the strategy and research efforts of EnerBank USA.
Increasingly, contractors have been hired to complete painting projects over the last decade. According to findings from HIRI’s 2022 Retail Selector Study, half of all projects involved a contractor in 2022, up from 38% in 2014 and 46% in 2020.
HIRI found in its 2021 Contractor Product Purchase Incidence study that general contractors are more inclined to order painting and masking tapes online for in-store pickup compared to specialist contractors. Generalists also make more tape and masking purchases (49 per year) compared to specialists (37 per year). While the top supplier for this product category is still home improvement centers, 5.8% of all tape category purchases were made through online-only retailers, according to the HIRI Product Purchase Tracking Study on Paint and Sundries.
According to HIRI, 76% of caulk purchases are made in-store at home improvement centers. Specialist contractors spend roughly 150% more on caulk, both in total quantity and in per purchase transactions, than general contractors. When considered for painting projects overall, caulk is purchased more often when homeowners are preparing to do an exterior painting project (32%) versus when preparing to do an interior painting project (20%) based on findings from HIRI’s 2021 Project Decision Study
In terms of preferred materials, silicone and latex materials take the lion’s share of the purchase incidences at 56% and 35% respectively.
The purchase incidence of paint sprayers and spray equipment increased sharply between 2019 and 2021. Purchase incidence in 2021 was 9% compared to 3% in both 2017 and 2019. Of these purchases, 56% were paint sprayers and 44% were power rollers.
According to the 2021 results of HIRI’s Product Purchase Tracking Study, airless options were the most popular, taking 65% of the purchase share. Further, product options with 1-gallon tanks and quart-sized tanks outperformed other capacity options, with 39% and 32% of purchase share respectively.
For more insights on homeowner sentiments and behaviors driving the future of home improvement product sales, members can browse category-specific research and resources available at HIRI.org.
BY JESS TILLMAN
Cabinet refinishing is a popular way to update or refresh a kitchen. Capturing this audience is an easy way to increase sales in primers and sealers in addition to related add-on products.
According to the 2022 Houzz U.S. Kitchen Trends report, which surveyed homeowners who had completed a kitchen renovation in the previous year, one-third opted for a partial cabinet replacement and
Homeowners and construction companies have trusted the painting and finishing skills of Illusions Painting Inc. for over two decades in Sand City, California. Jose Hernandez, along with his brother-in-law Juan Vasquez, has owned and operated the contract paint company since 2007. Together, they provide paint services for homes in their California area.
of that 33%, the percentage who refinished cabinet exteriors instead of replacing jumped by five points from the previous year, up to 65%.
Professional painter Jose Hernandez of Illusions Painting Inc. shares four ways independent paint retailers can appeal to DIYers and contractors taking on cabinet refinishing projects and become their go-to source for the primers, sealers and sundries needed for the job.
Bring technology and paint together in your store with high-tech options at PDRmag.com/high-tech-paint.
Hernandez recommends helping your customers determine the type of wood their cabinets are made of, such as oak, pine or medium density fiberboard (MDF) before they begin any cabinet refinishing project.
“The sides of cabinets are typically MDF, which you can refinish directly after cleaning and degreasing the surface of grime, dust and fingerprints,” Hernandez says. “But wood like oak and walnut are more dense, so they need to be sanded and primed before any paint can be applied.”
Understanding the differences between primer and sealer and when to use each is key to guiding customers to the right product. The biggest difference between primers and sealers is their pigment.
Primers are predominantly made with a white-based pigment that can be tinted to any color. The white base in primers is ideal for creating an initial layer of paint on the surface of cabinets. Different types of primer are manufactured to adhere to various surfaces and fill in small imperfections in the wood. This allows the paint color to go on smoothly without needing multiple coats.
Sealers tend to be clear with no pigment and create a paintable surface while protecting whatever material is underneath. Stains are a type of sealer with natural wood colors specifically designed to seal and enhance the color of different wood types.
Though it may seem like an unimportant step to some, having a clean and prepped work space is key to a quality end result, Hernandez says. Retailers should stock all of the necessary prep and cleaning products, merchandising them near primers and sealers to encourage additional sales.
These add-on products should include large and small dropcloths, cleaning supplies and small sandwich bags for holding screws needed to place doors back onto cabinets. Additionally, brushes with a larger paint capacity and a variety of sandpaper with different grit grades to sand between all paint layers are perfect add-ons for primers, Hernandez says.
Offering a wide variety of not just primers and sealers but the add-ons to go with them is a must-have to attract the contractor audience.
“Independent paint retailers tend to have a wider variety of products than big-box stores,” Hernandez says. “I know I can find what I need at those stores. And if they are out of something, I know they can get it to me quickly so my team can still meet deadlines and get the job done.”
Another reason Hernandez shops primarily at independent paint and decorating retailers is because of the personal, friendly and convenient service he gets every time he enters the store. Offering easy checkout, earlier open times and friendly and knowledgeable staff will appeal to DIYers and contractors tackling cabinet refinishing projects.
“Customer service makes all the difference when it comes to purchasing products such as primers and sealers and getting a cabinet refinishing job done right,” Hernandez says.
According to Hernandez, there are proper steps for repainting or refinishing cabinets. Consult the seven-step process below and share with your customers.
Discover how a healthy company culture leads career paths and employee retention at PDRmag.com/job-to-career
ACCORDING TO THE 2023 JOB SEEKER SURVEY from Bankrate, a consumer financial services company, 56% of the workforce is likely to look for a new job in the next 12 months, up from 51% in 2022. With employee retention issues showing no signs of slowing, the North American Hardware and Paint Association (NHPA) created the Employee Retention Toolkit to help retailers navigate these challenges. The best practices in the toolkit go beyond just keeping employees from leaving, sharing insights into creating engaged and highly productive employees. Explore these retention stats and how the resources in the Employee Retention Toolkit can counteract retention issues.
16%
of U.S. employees are actively disengaged.
The toolkit includes a ready-to-go employee engagement survey to identify disengaged employees and begin working on solutions.
4 Nearly 5
in
candidates say the overall hiring experience is an indicator of how a company values its people.
The toolkit includes an onboarding handbook to ensure new hires start on a positive note.
2017 Candidate Experience Study, CareerBuilder; Why & How People Change Jobs, LinkedIn; Employee Engagement Indicator, February 2023, Gallup
No.
reason a person changes jobs is better career opportunities.
The toolkit offers best practices for conducting stay interviews to assess your employees and their career goals.
Learn the key concepts of leadership, personal development, merchandising and more.
NHPA’s Foundations of Retail Program online courses are built with flexibility for busy schedules and feature industry-specific training created with the help of industry-leading retailers.
For new and seasoned leaders
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.
Duration: 9 weeks
For new and seasoned leaders
This course teaches students the critical components of building and leading a team, including communication skills, conflict management, talent development and ongoing performance management.
Duration: 9 weeks
For managers responsible for staff development
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.
Duration: 4 weeks
For managers with financial responsibilities
This course focuses on the key financial management skills that developing leaders need to learn to manage the financial side of business, including understanding the financial framework of a retail operation, key sales drivers and the most important ratios that measure retail productivity.
Duration: 9 weeks
For employees with merchandising/ purchasing responsibilities
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.
Duration: 12 weeks
The next cohort will start July 24th Application deadline is July 17th
Learn more about TeamBuilder and other NHPA consulting programs by contacting Kim Peffley at kpeffley@YourNHPA.org or 219-776-0094
AS YOUR COMPANY’S TOP ASSET, investing in your employees and creating a cohesive team with a strong culture are key to success. If you’re stuck on how to achieve these goals, TeamBuilder has the
solutions, and you have a chance to win one of these valuable sessions. We’re giving away two TeamBuilder Experiences at the 2023 NHPA Independents Conference. Register by July 26 for a chance to win!
With TeamBuilder, you’ll take part in a comprehensive two-day deep dive into the people side of your business. The assessment fully analyzes your current organizational structure and the ways your staff members interact with you and each other. TeamBuilder will leave you with practical best practices and strategies for improving your company culture, operational processes and overall business.
As part of the experience, your team will complete Everything DiSC®, the leading personal assessment tool to understand and improve work productivity, teamwork and communication.
We’ll work with you to improve fundamentals in your business—like your organizational chart and job descriptions— to align your team to your business goals and values.
Receive an analysis of how you can improve your business, complete with recommendations on training resources, leadership development and more.
Kim Peffley Director of Organizational Development and Consulting and Former RetailerOver the last 30 years, Kim Peffley has served the independent home improvement industry in a variety of roles. During her career, Peffley established development and mentoring programs for both the frontline and management teams. She created merchandising standards and procedures to assist in store modernization, new store projects and ongoing store improvement.
As the director of organizational development and consulting for NHPA, Peffley leads retailers through comprehensive organizational change to improve internal communications, create stronger teams and drive success through investment in people.
“Kim is rooted in the industry with almost 30 years of experience with hardware. Her knowledge of how everything works together helped us create an organizational chart we didn’t know we needed. Bringing Kim into our store has been one of the best business decisions we could have made.”
–Lee & Rob LaFleur, Mike’s Hardware, New Orleans, Louisiana
