Paint & Decorating Retailer October 2024

OPENING DOORS TO INSPIRATION

Gel Stain

• Excellent adhesion to fiberglass and previously finished surfaces

• Concentrated to achieve beautiful, bold color

• Easy one coat application for a variety of projects

• Perfect for previously finished surfaces like cabinets and vertical surfaces

• Achieve intense, uniform color in a single application

• Use on floors, trim, interior doors, cabinets, furniture, and general woodworking

• Highly pigmented, thick oil-based stain

• Available in 24 popular trend colors

Follow Us Online

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

COMMUNICATIONS

Lindsey Thompson lthompson@YourNHPA.org Managing Editor Austin Vance avance@YourNHPA.org Manager of Marketing & Partner Relations

Jacob Musselman jmusselman@YourNHPA.org Content Coordinator

Autumn Ricketts Lead Graphic Designer Olivia Shroyer Graphic Designer

Samantha Mitchell Production & Design Assistant

Freda Creech Sales & Production Assistant

Nathan Piper Marketing Coordinator

ASSOCIATION PROGRAMS

800-772-4424 | NHPA@YourNHPA.org

Katie McHone-Jones kmchone-jones@YourNHPA.org Executive Director of Retail Engagement & Events

Jesse Carleton jcarleton@YourNHPA.org Training Manager & Editor

Renee Changnon rchangnon@YourNHPA.org Retail Engagement Specialist

SALES

Jordan Rice 217-808-1641 | jrice@YourNHPA.org Regional Sales Director

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES

CIRCULATION DIRECTOR

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

COMING IN NOVEMBER

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.

Navigating OSHA

Ensuring a safe workplace is critical to your reputation as a small business operator, an employer and a member of your community. In the November issue, meet a retailer who worked through an OSHA violation and is sharing his story so you can learn from his missteps.

PAINT & DECORATING RETAILER

(ISSN 1096-6927): Published monthly except December by the North American Hardware and Paint Association, 1025 E. 54th St., Indianapolis, IN 46220. Phone: 800-737-0107. Subscription rates: January through November issues, $50 in U.S., payable in advance. Canada $75 per year. All other countries $100 per year. Single copy $7, except July issue, $25. Periodicals postage paid at Indianapolis, Indiana, and additional mailing offices. Postmaster: Send address changes to Paint & Decorating Retailer, P.O. Box 16709, St. Louis, MO 63105-1209. Returns (Canada): Return undeliverable magazines to P.O. Box 2600, Mississauga, Ontario L4T 0A8. PM# 41450540. Copyright © North American Hardware and Paint Association, 2024.

NHPA EXECUTIVE STAFF

Bob Cutter President & CEO

Dan Tratensek

Chief Operating Officer & Publisher

David Gowan

Chief Financial Officer & Executive Vice President, Business Services

Scott Wright

Executive Director of Content Development & Executive Editor

NHPA BOARD OF DIRECTORS

CHAIRMAN OF THE BOARD

Ned Green, Weider’s Paint & Hardware, Rochester, New York

EXECUTIVE VICE CHAIRMAN

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

Alesia Anderson, Handy Ace Hardware, Tucker, Georgia

Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri

Ash Ebbo, Clement’s Paint, Austin, Texas Scott Jerousek, Farm and Home Hardware, Wellington, Ohio

Michelle Meny, Meny’s True Value, Jasper, Indiana

Michael Sacks, FLC Holdings, LaGrange, Texas

SECRETARY-TREASURER

Bob Cutter, NHPA President & CEO

NHPA CANADA

NHPA CANADA

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

An Eye on Excellence

Meet the 2024 NHPA Young Retailer of the Year honorees and learn more about these high-achieving and forward-thinking retailers. This year’s class has made a positive impact in their operations, communities and beyond and proves that the future of the channel is bright.

from the 2024

of Doing

, including the employee productivity metrics you should be tracking in your

Home Improvement Research Institute team shares data behind consumer preferences and projects around wood floor care and replacement.

attendees of the

Lindsey Thompson

FROM THE EDITOR

Finding Your People

Iam in a season. Between accomplishing my to-do list at work, chauffeuring my two teenagers to school and various extracurricular activities, managing the household logistics, trying to sneak in a walk or yoga and spending time with my husband, each day feels a little crazy. On top of the day-to-day busyness, my mom is going through some health struggles, and I try to visit and help my parents as often as I can.

When the kids are out of the house, I know I will miss these days—the hustle and bustle and the constant stream of activities. But while I am in the midst, I am so thankful for my tribe. It really does take a village. From my amazing husband who splits kid and house duties (including all the cooking!) to our dear friends who pick up on one ring to help to wonderful work colleagues who offer support and collaboration, I wouldn’t make it through without them.

At the end of August, the North American Hardware and Paint Association (NHPA) had the privilege of hosting the Independent Home Improvement Conference (IHI Conference) in beautiful Marco Island, Florida. While there, retailers from all affiliations came together to take part in educational sessions, networking opportunities and fun in the sun.

“The IHI Conference was a wonderful microcosm of the village that is the independent channel.”

Even though everyone there was in their own season, that didn’t stop them from bouncing ideas off one another, sharing challenges and opportunities and coming together as independent retailers. The IHI Conference was a wonderful microcosm of the village that is the independent channel. You can read all about it on Page 36. I hope the collaboration and excitement we got to be a part of there continues well into 2025 and beyond.

It’s one of the best things about my job—getting to meet passionate and dedicated retailers who are all in for their companies, customers, communities and the channel. They rely on one another for advice, feedback and a listening ear. You’ve heard it before, but the channel really is stronger together.

As the year winds down and you look toward a new year, I encourage you to take a moment to thank your village. And if you feel like you don’t have a village, remember that NHPA is here for you, no matter what flag you fly. From education to training, best practices to industry insights, our mission is to make you better and more profitable. And whatever season you find yourself in, NHPA will be there for you.

Lindsey Thompson Managing Editor

How to Reach Dan Dan Tratensek dant@YourNHPA.org

FROM THE PUBLISHER

Redefining Retail Success

FOR AS LONG AS I HAVE BEEN AROUND THIS INDUSTRY, independent retailers were able to use pretty much the same value proposition to remain competitive in their markets. Simply put, independent retailers relied on the three-legged stool of convenience, service and product knowledge to find their niche.

Unfortunately, much has changed in the past five years, and this old value proposition no longer represents the competitive edge it once did. And yet, so many independent retailers still cling to it.

The concept of convenience is vastly different than it was five years ago. Today, I can whip out my phone and have any home improvement item imaginable delivered to my doorstep, sometimes within hours.

As the faces—and ages—of customers have changed, so has their definition of good service. Most shoppers under the age of 40 don’t want someone hovering over them while they make a purchase and often consider that high-touch approach to be condescending.

Product knowledge is more of a commodity now than it ever was. With the touch of a button, I can watch six different videos explaining the features and benefits of a product or walking me through my project.

“Rather than being served, today’s customers want an ally, a consultant to help walk them through a purchase, when and where they need input.”

So, where does that leave independent retailers?

I would suggest there is still a very powerful value proposition that independent retailers can own, but instead of being built around convenience, service and product knowledge, it is made up of three different legs—curation, consultation and confirmation.

Customers are often overwhelmed by choices and need a retailer to help them through their decisions. They want a curated selection of items to narrow down their choices.

Rather than being served, today’s customers want an ally, a consultant to help walk them through a purchase, when and where they need input.

And lastly, despite the raft of product knowledge available today, customers ultimately want “confirmation” that what they want to buy or how they want to approach a project is the correct decision.

Independent retailers can own all three of these areas and are in a unique position to offer an alternative to the big boxes and online-only purveyors.

In order to make this switch though, retailers must first accept that change has happened, it is here and it isn’t reverting back to the way it used to be.

Then, they need to truly embrace the new paradigm and build their business around being the best in all these areas.

As you begin planning for next year and for growth, I encourage all of you to consider swapping your old, three-legged stool out for this new one, it’s likely to support you—and your growth—for a much longer stretch of time.

Dan M. Tratensek Chief Operating Officer & Publisher

MARKETING MINUTE

RESOURCES

Make Your Marketing Work

Discover marketing insights and resources to get the word out about your operation at YourNHPA.org/marketing-guides

Meet Jim

Jim Carpenter serves as the director of marketing for Curtis Lumber, a family-owned business that has been operating since 1890. Over the past 18 years, he has been instrumental in implementing various marketing strategies that have helped the company grow and expand to encompass 23 locations across New York and Vermont and exceed over $300 million in annual sales. In his role, Jim is committed to finding new and innovative ways to reach customers and improve the customer experience at each of the Curtis Lumber locations.

RETAILER INSIGHTS

Do It Right or Not at All

The summer of 2024 was the hottest on record in my upstate New York hometown. As the heat built from days to weeks, I realized that my air conditioning-averse older parents were finally coming around to the idea of having a window air conditioner in their home.

Working in this industry, we all know that heat waves are the time when we sell all the window fans, air conditioners and any other cooling supplies people can get their hands on. I knew the challenge to get them something promptly would be difficult. Unfortunately, being out of stock at our stores and any store nearby led me to place an online order for pickup at an orange big-box store 40 minutes from their home. I’ve used buy online, pick up in-store (BOPIS) a few times before when I needed something quickly. I decided to use it again this time but chose the curbside pickup option to get help loading and avoid going into the chaos inside. The software flow from the huge national retailer was seamless, friendly and frankly a little concerning as an independent retailer. This type of tech is something that will be hard to replicate. I arrived at the store, parked in the marked space for pickup orders and pressed the “I’m Here” button. I also opened my trunk—like a fool. The app asked me to be patient and the screen changed to “Someone’s getting your order.” After 30 minutes had passed, I closed my trunk and walked inside.

Inside was a disaster. After waiting another 20 minutes for help at the customer service desk, I was told that they don’t do curbside when they are really busy. The associate scanned my order and handed me the handle to a cart with the AC on it. I wheeled it to my car and asked another customer to help me put it in my trunk. What the app promised would be a fast and easy process ended up taking over an hour and required the help of a stranger.

It was a great example of what not to do as an independent retailer. We all feel pressure to compete by implementing new systems for shopping online, adding customer service chat on our websites and providing local same-day deliveries. If you can do these things repeatedly without fail, these services are great as they provide added value and service to our stores and brands. However, if we cannot staff, support, understand or communicate new systems and services to our teams, our customers will see it, feel it and experience pain firsthand.

Customers have come to trust and expect our service and fair prices from friendly faces they know and rely on. While our businesses must evolve and embrace technology, we cannot forget the core values our customers care about. Our success will come from our people using technology to allow them time to focus on the human part of our business. However, we have to make sure we can follow through on what we promise and do it right.

Jim Carpenter Director of Marketing Curtis Lumber

TRENDS

Powerful Insights

Access additional data from the J.D. Power Paint Satisfaction Survey and learn how the brands you carry may appeal to your customers at PDRmag.com/jd-power

WHAT DRIVES CUSTOMERS

6 FACTORS OF CONSUMER SATISFACTION IN PAINT

J.D. POWER, an American data analytics intelligence company, examined key drivers of satisfaction among consumers who purchase and use interior paint, exterior paint and stains through its J.D. Power Paint Satisfaction Study. The report was based on

over 7,000 responses from consumers who purchased paint and coatings over the last 12 months. The results examined consumers’ experience based on six factors when shopping at the largest paint manufacturers that represent at least 67% of market share.

The 6 factors in consumer satisfaction include:

When it comes to paint brand performance, Sherwin-Williams ranked highest in the interior paint segment, followed by BEHR. Benjamin Moore came in third in interior paint, but ranked the highest in the exterior paint segment, followed by BEHR. Consumers ranked Sherwin-Williams highest in the paint retailer segment, followed by Ace Hardware and Benjamin Moore independent retailers in third.

3M ™ PRO GRADE PRECISION ™ Dust Channeling Sanding Block Sponge

Dust-channeling design for less clogging and a faster finish.* It’s a dual-purpose tool for both detail and flat sanding. A tool that’s engineered for endurance. built to perform

Out of Dry Time.

3M ™ High Strength Color Changing Spackling Compound

3M™ High Strength Color Changing Spackling Compound changes from blue to white, so you know when it’s ready to sand. Patch dents, dings or even holes up to 3-inches. Make wall repairs with confidence. For when results matter.

built to perform

NEW PR ODUCTS

OUTREACH

Retailer Recommendations

Send an email to editorial@YourNHPA.org telling us about the products your customers love and why they are such a hit in your business.

TIE DOWN STRAP

NITE IZE

niteize.com

The Dual CamJam 1-inch Webbing Tensioner is designed to allow users to create tie down connection systems. The tie down system comes in 8-foot and 12-foot lengths. It has a working load limit of 600 pounds and a break strength up to 1,800 pounds.

ELECTRIC SCRUBBER

SONIC POWER

sonicpower.co

CAULK TUBE CAP STRAPCAP

getstrapcap.com

The StrapCap is a convenient way to stop messes while using any caulking or sealant products. The cap attaches to the back of the caulking gun and with its elastic strap, covers the tip of the caulk and can be pulled off when using. The StrapCap comes in single and two packs and is made in the U.S. with marine-grade bungees.

The Electric Scrubber from Sonic Power is a multipurpose cleaning scrubber that can be used on grout, stovetops, kitchen sinks, glass, cars and more. The scrubber is waterproof and has two speed settings. The brush head is also detachable and can be switched out on the lightweight, rechargeable handle.

WOOD FLOORING

DUCHATEAU

duchateau.com

Inspired by the ancient Greek concept of the realm above the clouds, the Aether shade of flooring from the Atelier Series from Duchateau is a soft, subtle beige flooring. The matte finish of the flooring allows the wood to breathe.

STACKABLE TOOL BOX

SK TOOLS sktools.com

The Modular Stackable Storage Tool Box from SK Tools is made of steel with aluminum side carry and drawer pull handles. It features a patented auto-locking mechanism with a side latch, allowing stackable units to be connected quickly. The tool box can hold up to 60 pounds of weight and the top of the box is designed to store tools while on the job site.

AIR MOVER

GRABO

grabo.com

ROLLING CART

STARPLAST LLC

starplastllc.com or starplastsales@starplastusa.com

The Starplast 3-Tier Multipurpose Rolling Cart features equally distributed storage bins, allowing for quick item access. It comes with smooth rolling casters that swivel 360 degrees and can be assembled with no tools required.

The RIDGID AM2265 Mini Air Mover helps dry, cool and ventilate the job site. Equipped with 600 CFM, the circulation can be controlled by the three-speed induction motor to deliver the desired amount of air movement. The air mover features an ergonomic handle and a built-in cord wrap for the included 10-foot power cord.

DECORATIVE TRELLIS

TRELEAF

treleaf.shop

The Plant Trellis from Treleaf is a sealed, wooden plant trellis that stakes into a pot to help prop up plants and adds a wooden accent. The trellis is made for indoor use only and is available in multiple sizes to support both large and small plants.

PUSH BROOM

PIVOT-ALL MOTION TOOLS

pivot-allmotiontools.com

The Mechanical Push Broom from Pivot-All is 24 inches wide with a dual drum design that eliminates the repetitive motion of a standard push broom and is made in the U.S. The broom is currently patent pending and weighs only 14 pounds.

MINWAX CO. minwax.com

The Polycrylic Max Protective Finish from Minwax is easy to apply and dries in one hour. The topcoat can be used on all wood species, has non-yellowing properties and protects wood against scratches, spills, dirt and more. One quart can cover up to 100 square feet.

PROUDLY MADE IN USA Since 1953

TOPCOAT

The TOUGHSYSTEM® 2.0 DXL™ from Dewalt is a 30-inch modular workstation that can be easily transported and customized to support any job site conditions. The line includes a worktop, deep drawer unit, 2-drawer unit and dolly. All pieces are interchangeable.

The Cordless Delta Sander DTSC 400 from Festool is a cordless sander with the ability to change to a corded sander without compromising performance. Its ergonomic battery gives optimum performance and handling. This sander’s battery makes the unit balanced and has a 30-minute recharge time.

Moving the Channel FORWARD

BY LINDSEY THOMPSON

The North American Hardware and Paint Association (NHPA) Young Retailer of the Year program, now in its 28th year, identifies and promotes the next generation of aspiring independent home improvement retailers. Honorees are chosen based on a number of criteria, including professional milestones, community engagement, continuing home improvement industry education and extracurricular activities. They are recognized in three categories: Multiple Stores, Over $3 Million in Sales and Under $3 Million in Sales.

Sponsors of the 2024 Young Retailer of the Year program include: American Hardware and Lumber Insurance (AHLI), Arrow Fastener, Intertape Polymer Group (IPG), Midwest Fastener, Pony Jorgensen, PPG and The Wooster Brush Company.

“The Young Retailer of the Year program highlights the bright future of the independent channel,” says Scott Wright, NHPA executive director of content development and executive editor. “It is a privilege to recognize these outstanding young retailers who are making positive impacts in their operations, communities and beyond.”

CODY GOEPPNER

PROJECT LEAD

PROGRAM PARTNER

Coming full circle, Cody Goeppner, a 2020 Young Retailer of the Year honoree, is joining NHPA to support independent retailers through education programs that empower them to strengthen their businesses and communities. As part of this new partnership, Goeppner will be working closely with the Young Retailer of the Year program to celebrate and cultivate the next generation of leaders in the industry.

“Partnering with NHPA feels like a natural extension of the journey I’ve been on in the independent hardware industry,” Goeppner says. “NHPA has been instrumental in my own growth, from my time in the Retail Management Certifi cation Program to being honored with the Young Retailer of the Year Award. Now, I’m excited to give back to the organization that has played such a signifi cant role in my career.”

CELEBRATE THE HONOREES

Celebrate the future of the channel during the 2024 Young Retailer of the Year virtual ceremony on Oct. 10, 2024 at 2 p.m. EST. Don’t miss this chance to hear from each honoree and recognize these outstanding retailers. Learn more at YourNHPA.org/yroty

JARED BROWN

MULTIPLE STORES

Director of Business Intelligence

The Aubuchon Company

In the last decade, Jared has dedicated his career to The Aubuchon Company's growth, which has grown nearly 69% in sales. He’s not only made a major impact on the growth of The Aubuchon Company, his exceptional contributions have set new standards in inventory and replenishment management, retail price optimization and margin management. His commitment to data governance, accuracy and integrity also address critical concerns facing many other organizations today.

During the pandemic, Jared developed a "flip flop" logic algorithm, a groundbreaking solution that offers deeper logic and responsive replenishment. This initiative was pivotal in ensuring that Aubuchon stores continued serving their communities with critically needed products despite global supply chain disruptions.

When Aubuchon made the conversion to Ace Hardware, Jared’s collaboration on the modeling and his work on inventory and margin forecasting were crucial. His involvement in visiting new store locations ensured a smooth integration of best practices and standards.

Currently, Jared is pioneering a third version of his algorithm to further optimize purchasing decisions, incorporating factors such as case pack, break pack fees and freight costs. His role in store acquisitions and leading a three-year inventory optimization project further demonstrates his comprehensive approach to retail management.

Even after achieving milestone after milestone, Jared has committed to growth and evolution through professional development. He completed NHPA’s Retail Management Certification Program, where he received the Marcus Moran Jr. Best

in Class Award, which is named for a former leader of The Aubuchon Company. He has taken NHPA’s Foundations of Leadership course, and he engages in extensive networking, learning from and collaborating with industry experts to enhance retail operations and promotional ordering, among other areas. Recognizing the value of shared knowledge, Jared initiated the establishment of an inventory best practices round table, inviting collaboration with other retailers to foster industrywide improvements.

Jared's impact extends into the community and his leadership skills and commitment to community service are seen through his participation in the North Central Mass Chamber of Commerce Leadership Program. Through this program, Jared supported the Montachusett Opportunity Council with window insulation kits, directly benefiting local families and promoting energy efficiency. His efforts to maintain a strong partnership between The Aubuchon Company and Habitat for Humanity ensure vital resources like code-compliant smoke and carbon monoxide detectors are available for housing projects.

Throughout his career, Jared has forged strategic partnerships and driven innovation within the independent hardware channel. Looking forward, his Retail Management Certificate Program project is set to significantly impact Aubuchon's growth strategy and aims to enhance profitability and operational efficiency as the company expands. Jared's vision for Aubuchon involves internal growth and the cultivation of industry standards and practices that will benefit the broader hardware retail community.

TYLER GARRETT

MULTIPLE STORES

President, CEO and Co-Owner Moscow & Pullman Building Supply

Tyler is a third-generation owner of Moscow & Pullman Building Supply (MPBS), and while he grew up helping his father Pat Garrett in the business, he didn’t immediately join the operation when he finished high school. A phone call from his father in late 2010 put his future with the family business into perspective—his father had an offer to buy the business. If Tyler had no interest in returning to the company, Pat was going to sell the business.

In December of that year, Tyler returned to work at Moscow Building Supply, working in the contractor sales division, running the inside sales desk and learning the POS system. When an outside sales role opened, he transitioned into that role.

Two years into his return to the family business, Tyler and Pat started the conversation about expanding their Pullman facility. The new building was an important project that required Tyler’s full attention, so he transitioned out of his outside sales position and focused on handling all of the facility design management for the new Pullman Building Supply.

Tyler had designed a full-service home center that was a huge upgrade for the Pullman market. But he didn’t just include items typically found in a lumberyard. He also included niche categories, like higher-end housewares and gifts. During the holidays, they have a huge selection of Christmas trees on display. Because of the lack of any clothing retailers in town, Tyler added a full apparel area to the store with Carhartt clothes. He also added a full nursery with live plants and green goods. The nursery

continues to be a big hit with customers. Between the two stores, MPBS sold more than $1 million in green goods in 2022 alone.

At just 25 years old, Tyler took over as general manager for the Pullman location. Shortly after the Pullman store opened, the Moscow location lost its general manager, so Tyler served in the role for both. As he oversaw operations at both locations and helped find a replacement for the manager in Moscow, he continued to keep the business on a trajectory of growth. Sales increased another $3.2 million in 2017, an 11% increase, and Tyler was promoted to vice president of operations.

In 2018, Pat started the ownership transition process with Tyler and his sister Katie, the company’s chief financial officer. In 2019, Tyler became the majority owner. As a testament to Tyler’s management skills and the respect he had earned from the staff, everyone on the team stayed on when Tyler took over.

Tyler continues to deliver an impressive record of growth since becoming owner. He has grown sales at the operation by $18.3 million to nearly $55 million in 2023, an increase of more than 50%.

Looking ahead to the future, Tyler says with new residents coming into the communities from the West Coast, there is stable economic growth. In addition, he’s looking forward to seeing his two young sons, who are 5 and 8 years old, get more involved in the operation. Tyler says he will let them make their own life plans just as his father did for him, but is looking forward to having them be involved in any way.

LEE HEINRICH

OVER $3 MILLION

Owner

H&R Hardware and Lumber

With an independent spirit and the determination to revitalize a local hardware store, Lee Heinrich purchased H&R Hardware and Lumber in Hohenwald, Tennessee, in 2017. He began working at the store in 2014 after leaving Nashville to seek a quieter lifestyle and a deeper connection to the community. Lee teamed up with his mother Lena Rayfield to acquire the store, rebranding it as H&R Hardware to reflect both of their last names. Under Heinrich’s leadership, the store experienced a surge in sales, with a 50% increase in the first 18 months and a remarkable 72% growth in 2022.

All of the changes Lee implemented in the 8,100-square-foot store had the goal of increasing customer service. Lee and Lena revamped the store with a vintage vibe that is both warm and welcoming. They then increased the store’s inventory from $300,000 to $1.4 million, adding new categories such as grilling and a gift and housewares department. Taking the profits made in the first three years, Lee and Lena reinvested back into inventory and improvements on the building.

Building a business-to-business sales program from the ground up was another major shift Lee implemented that resulted in a 95% increase in commercial sales in five years and the expansion of the department from a small section in the store to a 7,200-square-foot warehouse. Lee created a maintenance, repair and operations system that supplies large manufacturing facilities, city and county governments and school systems.

The store’s best-selling categories are plumbing, paint and hand tools. H&R Hardware is currently the No. 1 Benjamin Moore paint store in the region and has consistently been the No. 1 paint store overall for the area.

As a result of Lee and Lena’s hard work the last few years, H&R Hardware won several area accolades from the Lewis County Herald, including Best Customer Service, Best Hardware Store, Best Paint Store, Best Building Supply, Friendliest Staff and Best Entrepreneur.

Lee plans to grow the lawn and garden and electrical categories in the future and is opening a greenhouse later this year. To keep the store’s product selection fresh, Lee regularly attends industry trade shows and wholesaler markets for product discovery and relies on vendor reps to keep him informed about the latest offerings. When traveling out of town, he enjoys stopping by local stores to see how they do business.

Lee is continually improving himself and striving to become a better owner and operator and engages with training from NHPA and takes part in vendor training.

Involvement in the community is high on Lee’s priority list. He served on a vocational and technical education advisory committee for the Lewis County Board of Education, and the store hires students from Lewis County High School’s vocational technical program. Lee served on the Lewis County Chamber of Commerce Board of Directors and supports the Davis House Child Advocacy Center. The store also hosts a customer appreciation cookout each year and sponsors local teams and organizations.

JONATHAN JASIK

MULTIPLE STORES

General Manager

Sarasota Paint

Born into the paint business, Jonathan grew up in his grandfather’s paint store. In 2002, when Jonathan was 4 years old, his father purchased Sarasota Paint, and Jonathan spent a lot of time with his father at the paint store, doing small jobs around the store to earn money for Legos. He officially started working part time at age 14 and spent the first three years in the business watching, listening and learning from his father.

At 17, Jonathan became the companywide substitute store manager, where he developed relationships with the entire staff and developed his approach to management. He also took courses on business management from the local community college on his days off. Just two years later, Jonathan became store manager of the second largest location and grew store sales to record levels.

When a position for outside sales became available, Jonathan jumped at the chance to go outside his comfort zone, enrolling in the Benjamin Moore Outside Sales Development Program. Continuing with diligence and persistence, he was able to increase territory sales, plan and execute several contractor buying events and plan several product-based sales events.

Currently, Jonathan serves as general manager of Sarasota Paint and participates in executive planning sessions, working hand in hand with the store managers, supporting the outside sales staff to gain market share, assisting staff in managing yearly budgets and achieving the operation’s strategic goals. Jonathan and his father have started planning for the next chapter, and as part of their strategic business succession plan,

Jonathan will be working step by step with his father to take over ownership of the company.

Jonathan attended NHPA’s Retail Management Certification Program in 2019, where he developed a platform for in-store training modules that is still in use today. He also participates in ALLPRO’s Next-Gen training and attends industry markets and events.

Being able to attend trade and design shows with his father taught him the importance of networking and relationships. Those events also helped him understand the benefit of taking advantage of buying opportunities and the value of improving gross profit margin to maintain a competitive edge.

Jonathan’s passion for relationship-building extends to his customers and community as well. In 2017, Hurricane Irma directly hit Florida’s west coast, and Jonathan gathered donations and set up mobile kitchens to deliver hot meals to disaster relief workers and families in need.

A week later, Hurricane Maria hit Puerto Rico, and Jonathan hosted a food drive, collected donations to buy pallets of supplies and spent 10 days on the island repairing and rebuilding the local communities affected by the storm.

When he is not working at the store, Jonathan spends time with his wife, Faith, and son, Nathan. He is involved with the music ministry at his local church, and his hobbies include hunting and fishing, which he also uses to develop relationships with customers. Jonathan’s vision for Sarasota Paint is to operate as the pinnacle of paint stores and deliver a five-star experience to employees, customers and associates.

JOEL PLETCH

Dealer-Owner

Walkerton Home Hardware

The Pletch family has had a long history in farming, and from an early age, Joel knew he wanted to forge a different path. As soon as he was old enough, he got a job at the local grocery store, and that’s what sparked his passion for retail. He worked at the store throughout high school and through the co-op program, attending school half days and working at the store the other half of the day, which allowed him to learn scheduling, ordering and other key retail operations.

Near the end of high school, Joel was dreaming about owning a retail store. Because the grocery store in town was part of a large chain, he knew that dream wouldn’t be realized there, so he started exploring other opportunities.

Joel reconnected with his childhood hockey coach, who owned Walkerton Home Hardware. He joined the staff there part time while still working full time at the grocery store. After working seven days a week across both operations, he made a choice to focus on hardware and was welcomed into Walkerton Home Hardware full time.

Five years later, at just 23 years old, Joel purchased the store and now serves as dealer-owner. Joel served as store manager of the business for the last five years, and throughout that time, he committed to growing the business across departments and in unique ways.

With a salesfloor of just 3,300 square feet, Joel has worked diligently over the last five years to grow overall sales and margin by focusing on specific departments and paying attention to the details. In the company’s tools category, which includes hand and power tools, power tool accessories and outdoor power equipment, Joel has driven growth 426% since 2018. Another

successful category for the business has been outdoor living, which has seen 88% growth since Joel started as store manager. Joel notes that strategic merchandising and bringing in impulse items like snacks, barbecue seasonings and cleaning products have allowed them to boost average transaction size by 300%.

Joel’s goal is to make Walkerton Home Hardware the place for pros to shop in the community, and he has been persistent in his efforts. Early on in his tenure, Joel started building a contact list of local contractors and tradespeople, and he curated the lists based on their power tool preferences.

To familiarize himself with the retail hardware industry, Joel has spent a significant amount of time exploring training and creating unique educational opportunities. He completed over 50 product education courses across hardware categories and in retail operations.

In addition to taking courses, Joel sought knowledge from experts. Starting from the beginning, Joel forged relationships within the industry, starting by connecting with other retailers and industry members on LinkedIn.

Joel encourages the same passion for learning and exploring new opportunities in his team. He asks staff to go through the same product knowledge and operations training he completed and encourages them to act on their curiosities in the business.

Being engaged in the community is a priority for Joel, and on the recommendation of another community member, he joined the local Kinsmen Club, a nonprofit service organization. The store also donates money and volunteer hours to local organizations and events, including the hospital foundation and family and sporting events.

ISAAC WEBER

OVER $3 MILLION

Owner and President Lugbill Supply Center

While his path into the home improvement industry didn’t follow a straight path, Isaac has always been focused on growth and achieving his goals. His entrepreneurial spirit started in high school, when Isaac started a paintball business. In his short career since, his resume includes concrete plant payloader, shelf stocker, construction worker, insurance sales, farming, excavating, fitness center owner and now, president and owner of Lugbill Supply Center. Isaac holds an associate’s degree in concrete technology from Rhodes State College and a bachelor’s degree in construction engineering and minor in business from the University of Toledo.

Not long after opening Temple Gym & Fitness with his wife Leslie in 2020, Isaac joined a Bible study with the owner of Lugbill Supply Center. At one study, the owner mentioned wanting to retire and Isaac told him he would be interested in buying the store.

On April 15, 2022, Isaac became the proud owner of Lugbill Supply Center. As soon as he bought the store, Isaac went all-in to change the store’s perception in his market. He undertook an ambitious remodel inside and out that would modernize not only Lugbill’s looks but also its product offering, doubling the amount of product Lugbill offered, ensuring it was well-stocked with the right quantities of key categories so he could properly service his pro customers.

Isaac more than tripled the size of his fastener section and brought in software so his staff could do takeoffs more quickly for their pro customers. Isaac is also planning on bringing in more outside sales reps to serve his contractors. Isaac knew customer service would be crucial, so he established a culture throughout the business that

empowered his team to own their portion of the operation and be accountable for it.

To bring DIYers into his store, Isaac doubled the size of his lawn and garden department, added new product lines like Case knives and ammunition and revamped the store’s custom kitchen design center. He extended the store’s hours, advertised through radio ads, Facebook and Instagram and updated the store’s website, including adding e-commerce.

Since officially opening in 2022, Lugbill Supply Center is averaging 400 more transactions per month and the average ticket has increased 39% since he bought the store. In his first half-year of ownership, Isaac grew sales by 15%. For 2023, he grew sales an additional 20%.

Isaac is looking to continue his expansion by going after more of the DIY market share and making it easier for homeowners to get what they need for home improvement projects without having to drive to a larger city.

With a passion to continually improve and grow, Isaac regularly attends trade shows and talks with vendors to learn more about products. He networks with other industry members so he can gather best practices and share ideas. He also wants to develop and improve the talents of his staff, so he brings them to the shows so they can sit in on seminars and stay up to date on the latest products and trends.

Isaac takes his role in his community seriously, supporting a variety of causes, including Fellowship of Christian Athletes, Habitat for Humanity and Water For Ishmael, an organization that assists refugees with foundational skills for success. He donates to area school fundraisers and supports local Future Farmers of America chapters.

ALEX ZIEGENBEIN

MULTIPLE STORES

Owner

Gretna Ace Hardware

With a willingness to take risks and a grace-filled heart, at the age of 24, Alex left his role as a salesman for a farm machinery magazine and embarked on his career in home improvement. His grandfather, Bill Sapp, who owned Sapp Brothers Truck Stop, had a vacant building to fill and saw the need for a hardware store in the fastest growing community in Nebraska. Bill tapped Alex to be his store manager, and after some prayer, he agreed, spending the summer remodeling the vacant building and attending the Ace New Owners Academy.

In January 2014, Alex and his wife Ashley opened Gretna Ace Hardware and brought on five employees, three of whom are still with the company. By year three, the 4,500-square-foot store met its 10-year goal of $1.7 million in sales. Knowing the Gretna community had outgrown its hardware store, Alex began looking to expand in 2020, and in September 2022, moved into a 20,000-square-foot former grocery store. After a full remodel of this new space, the Gretna location saw a 90% increase in sales from 2021 to 2023.

In 2018, Alex opened a 12,000-square-foot ground-up store in Springfield, Nebraska. By the third year, that store marked year-10 sales, pulling in $1.93 million. In 2023, both stores combined had sales of $6.1 million.

With a sixth sense for products, Alex noticed both stores’ communities lacked a grilling destination with expert help and knowledge. He was not only one of the first Ace stores to adopt the reset for a large grilling display, but he went even further to add other local barbecue sauces and spices and trained an employee from each store to be the designated grilling expert.

As his operation expands, Alex himself is also growing by embracing lifelong learning through industry workshops, seminars, webinars and leadership conferences and sharing the best of his learning with his

team. He is continually listening to leadership podcasts such as Entreleadership to glean new best practices. Alex and his team take part in regular vendor training and educational courses through his wholesaler, and his goal is to offer a minimum of 15 hours of training per employee each month.

Alex possesses a strong commitment to his core values—compassion for others, generosity, responsibility, integrity—which shine through in his professional dealings and his involvement with the community. He has a very genuine sense of responsibility for his family, his employees whom he views as extended family members and the role of his business within the community.

At both stores, he cultivates an encouraging and fun environment because he believes if the employees are positive the customers can sense it and will enjoy shopping at the store.

He is a supporter of Youth for Christ in the Greater Omaha area, hosts round-up fundraisers in the stores, offers an angel tree at the Springfield store at Christmas and donates to local schools, sports teams and other nonprofits. He works with the local schools to employ high schoolers, training them to continue through life with successful work ethic and skills. Alex is also an active member of the Local Big Red Ace Group (BRAG) Nebraska retailer group.

With an eye to the future, Alex’s drive to always be changing with retail, staying up to date with new emerging products and increasing his business profits never wanes or slows. Some of his goals and dreams include becoming “The Supply Place” for both communities, better serving his business customers and increasing his relationships with other small businesses in his communities.

Invest in Your Team’s Success

Leadership Essentials

Empower your team to understand their leadership strengths, fostering personal growth and setting the stage for effective leadership within your business.

Leading Your Team

Supply your managers with advanced skills in team building, communication, and performance management, enabling them to lead high-performing teams that drive store success.

Financial Management

Equip managers with the financial insights and skills to navigate the financial framework of a successful business and make data-driven decisions from key sales drivers, retail metrics and analyses.

Mentoring

Build future leaders from within by providing your team with the expertise to mentor effectively, fostering a culture of growth, guidance, development and mentorship.

Merchandising Management Tactics for Store Operations

Prepare retail professionals with essential merchandising management and store operations strategies to drive sales and enhance store customer experience.

Merchandising Management Strategies for Buyers

Elevate the expertise of your experienced managers and buyers with advanced training in buying and merchandising,

impactful improvements

performance

YOUNG RETAILER OF THE YEAR AWARDS PROGRAM!

IPG® is proud to be a sponsor of NHPA’s Young Retailer of the Year Awards Program. It is a privilege to celebrate these honorees who are committed to succeeding in the independent paint and hardware industry.

888-898-7834 www.itape.com

Congratulations to this year’s recipients!

A Critical Resource

Purchase your copy of the 2024 Cost of Doing Business Study and start benchmarking your business at YourNHPA.org/codb

YOU NEED THIS TOOL

KEY TAKEAWAYS FROM THE 2024 COST OF DOING BUSINESS STUDY

The latest data you need to keep your operation on track is now available. For over 100 years, the North American Hardware and Paint Association (NHPA) has surveyed home improvement operators throughout the U.S. to develop the benchmark report known as the Cost of Doing Business Study The study presents composite income statements and balance sheets plus averages for key financial performance ratios.

The data is segmented for hardware stores, home centers, LBM outlets and paint and decorating outlets. In each segment, data is presented for the typical store, for high-profit stores, for single-unit and multiple-unit companies and for sales volume categories. In addition, there is a five-year historical trend for typical stores.

Retailers have continually used this data to measure their own performance against industry averages and to establish financial plans to improve profitability.

Methodology

The annual Cost of Doing Business Study is made possible through the cooperation of operators of hardware stores, home centers, LBM outlets and paint and decorating outlets who provide detailed financial and operational information on their individual companies.

Questionnaires were either mailed or made available online to a sampling of hardware stores,

home centers, LBM outlets and paint and decorating outlets in the U.S. to collect detailed financial and operational information for 2023. The analysis in this report is the result of extensive review by NHPA. All individual company responses are completely confidential. Most of the figures in this report are medians. The median for a particular calculation is the middle number of all values reported when arranged from lowest to highest. The median represents the typical company’s results and is not influenced by extremely high or low reports.

To determine high-profit stores, all participating companies were ranked based on operating profits. The high-profit companies in each segment are those that make up the top 25%. The figures reported for each of the high-profit segments represent the median for that group.

It is extremely important to note that each year the report contains figures from a different sample group of stores. That means overall figures have the potential to vary widely from year to year based on the respondent group of stores participating each year. NHPA uses year-to-year comparisons to illustrate general trends over time, not to draw specific year-over-year conclusions.

In this year’s study, 1,096 stores across the four operation types participated, which represents a 2.9% decrease from the previous year, but is the fourth highest participation overall.

46 out of 50 states participated

NEW STORES PARTICIPATED

$395K $67.3M $548M

1,096 PARTICIPANTS IN THE 2024 STUDY

4th highest participation in history 2.9% DECREASE VS PRIOR YEAR

What’s Inside

Key performance metrics separated by store type so you can gauge your operation’s performance against industry standards including:

O Average sales per customer

O Annual customer count

O Sales per employee

O Inventory turns

O Total payroll expenses

O IT & communications expenses

O As a percentage of assets...

O Inventory

O As a percentage of sales... And more!

O Accounts payable/receivable

HOW TO USE THE STUDY

The Cost of Doing Business Study presents financial and operational data for you to evaluate your business and plan strategic changes. Here are ways you can use this report.

• Determine your expenses as a percent of sales and calculate your balance sheet as a percent of total assets. Compare your numbers to the study results for both typical and high-profit stores.

• Don’t look at percentages alone. Compare your real-dollar expenditures as well.

• Compare your results with key profitability and productivity measurements summarized.

• Compare your numbers to stores of a similar size. Don’t limit your comparison to one type of store. Defining hardware stores, home centers, LBM outlets and paint and decorating outlets is practical for statistical purposes, but your store may have attributes of more than one type.

• If your numbers differ significantly, determine the cause. Then develop a plan to bring your numbers more in line with high-profit stores.

“Comparing my results with other stores shows us where we are doing very well, as well as areas where we could do better. I utilize this as a what-if scenario to see how a small change in one metric can affect the profitability of the stores. When I bought two additional stores, my lender was very impressed that I could provide them with industry statistics, which made the approval process much easier for them.”

Willis Qualheim Owner, Qualheim’s True Value

“

“The

Cost of Doing Business Study allows me to take a step away and look at the business as it compares to others in the industry. I enjoy the self-competition of the study because it’s not us against another retailer, it’s me against myself from year to year.”

Peggy Sue Wingard Owner, O-Gee Paint Co.

Paint Outlet Highlights

O Profit before taxes is the lowest on record

O Customer count was up 18.2% with sales per customer down 21%

O Single stores were profitable with the highest ever operating profit

Hardware Store Highlights

O Sales per store, sales per square foot and sales per customer are all-time highs

O Sales per customer has increased 54.2% from pre-pandemic levels

O Profit before taxes was the fourth highest ever recorded

LBM Outlet Highlights

O Sales per employee and gross margin per employee were both the third highest ever recorded

O Inventory turnover was the lowest since 2017

O Profit before taxes was the third highest ever recorded

Home Center Highlights

O Sales per employee and gross margin per employee were both the second highest ever for typical operations

O Inventory turnover, sales to inventory and GMROI were all the lowest since 2013

O Profit before taxes was the fourth highest ever recorded

INDUSTRY EVENTS

Connecting the Data Dots

In September, the 2024 HIRI Summit gathered channel partners from throughout the industry to assess KPIs and see what the data shows for the future. Read the recap at PDRmag.com/hiri-summit-2024

STEPPING INTO

FLOORING

UNDERSTANDING INFLUENCES IN HOMEOWNER SPENDING ON INTERIOR WOOD CARE

Provided by the Home Improvement Research Institute

Well-maintained wood flooring can enhance a home’s overall appearance, last for decades and increase the resale value of a property. As such, many homeowners are willing to invest in installing and caring

Flooring Replacements Outpace Refinishing Projects

According to HIRI’s Project Decision Study: Flooring Replacement/Refinishing, homeowners are more likely to replace their flooring rather than refinish it, with replacements occurring four times as often as refinishing. This trend suggests a preference for new materials over restoration, potentially driven by the desire for modern aesthetics or easier maintenance.

for wood floors, but how big is that investment, exactly?

The following insights from the Home Improvement Research Institute (HIRI) explain trends in homeowner spending and offer valuable guidance for retailers aiming to meet consumer preferences.

“Retailer Insight

Because flooring replacements are more common, retailers in the flooring category should offer a range of flooring options and samples, including trending materials such as luxury vinyl, engineered wood and eco-friendly choices. From a service perspective, offering replacement packages, including removal and installation, are a growth opportunity, whether they are offered in-house or through a third-party partnership.

Average Spend on Flooring Projects

The average cost of flooring refinishing or replacement projects stands at $3,875, about 10% below the average for all home improvement projects, which is $4,207. HIRI research further reveals that the way homeowners fund their flooring projects has evolved since 2015. The use of out-of-pocket payments, such as cash or checking accounts, has declined to 45%, down from 55% in 2015. Meanwhile, the use of bank credit cards has increased to 18% from 11%. Savings accounts are also being tapped more frequently at 21%.

“Retailer Insight

Detailed product information, including lifespan and design considerations, can help guide customer decisions. DIY kits, instructional installation resources and professional services can capture both DIY and pro customer segments. As interior wood care proves a focus for homeowners, particularly in regard to flooring, home improvement retailers have an opportunity. By understanding spending patterns and product selection factors, retailers can tailor their offerings to drive sales and customer satisfaction.

About HIRI

The Home Improvement Research Institute (HIRI) is the only nonprofit organization dedicated to home improvement research. The organization empowers its members with exclusive, ongoing home improvement data and information for making better business decisions. Members are the home improvement industry’s leading manufacturers, retailers and allied organizations. Learn more at hiri.org

“Retailer Insight

This shift in payment methods indicates that homeowners may be managing tighter budgets or prioritizing financial flexibility. Consider offering flexible payment options, including financing plans, store credit cards or partnerships with financial institutions.

The Factors Driving Product Selection and Project Completion

When selecting flooring materials, homeowners reported the following purchase drivers:

Source: Project Decision Study: Flooring Replacement/Refinishing, Home Improvement Research Institute, 2023

From February to April 2024, over 50% of homeowners completed their own flooring home improvement projects. Those surveyed cited cost savings and capability as primary reasons. However, homeowners with higher incomes and those who hire professionals tend to spend more on these projects.

INDUSTRY EVENTS

LCome Together

THE INDEPENDENT HOME IMPROVEMENT CONFERENCE UNITES THE CHANNEL

eaving Marco Island a little more tan and hopefully a little wiser, attendees of the 2024 Independent Home Improvement Conference (IHI Conference) returned to their operations with insights into industry trends and practical ways to improve ROI on retail operations.

More importantly, the event, which was hosted by the North American Hardware and Paint Association (NHPA) and The Hardware Conference, sent attendees home with renewed energy to grow the channel. It reinforced existing relationships, established new ones and brought together retailers from all affiliations and sizes to make connections with vendors, wholesaler partners and one another.

“The IHI Conference was a firsthand representation of what the industry can do when it comes together,” says NHPA COO Dan Tratensek. “Seeing the energy, support and sharing of ideas during the conference is not just encouraging but truly makes me excited about the future of the independent channel in this industry.”

Breakout Sessions Bring the Education

On both days of the conference, the 30 breakout sessions covered four tracks: technology, employee engagement, retail operations and marketing, merchandising and advertising. Attendees heard from industry experts and independent retailers who offered practical takeaways and best practices for improving ROI in all areas of the business. Topics included mastering customer loyalty, risk management, e-commerce, surviving shrink, maximizing productivity, artificial intelligence and more.

Dalton Meny, head of operations for Meny’s True Value, says the breakout sessions were interesting and informative.

“It’s good to hear from other retailers and get new ideas,” Meny says. “There were a number of little things we learned at the conference that we want to start changing right away. I also think these breakout sessions help us gain some new excitement for our stores after learning how to make them better.”

The Rest of the Story

Subscribe to Paint & Decorating Retailer’s weekly newsletter at PDRmag.com/subscribe for additional takeaways from the IHI Conference we’ll be sharing the rest of the year.

Keynote Speakers Share Insights and Inspiration

On Day 1, Al Comeaux, change agent and former executive with Travelocity, GE and American Airlines, walked the audience through the steps for cultivating a mindset of change in an organization.

“Change is one problem we don’t solve by ourselves. We might have deep business knowledge and lots of experience, but during change, I want to challenge you to approach change as if you know nothing,” Comeaux says. “No matter how long you’ve been in the business, there’s no possible way to understand everything, so rely on those around you.”

On Day 2, Arthur Greeno, owner and operator of two Chick-fil-A restaurants in Tulsa, Oklahoma, shared the “secret sauce” for recruiting individuals with a genuine passion for service. Through engaging anecdotes from his time with Chick-fil-A, he outlined the essential elements for cultivating exceptional customer experiences.

“Cared for people care for people. It’s that simple. If you’re caring for your team, then they’re going to care for your guests,” Greeno says. “Our job as leaders is to be listening for what is going on in our employees’ worlds to find those opportunities to touch their lives.”

Also on Day 2, attendees embarked on an extraordinary journey with Daniel “Rudy” Ruettiger, whose life story epitomizes resilience and determination. Against all odds, Rudy fulfilled his childhood dream of playing football for Notre Dame, immortalized in the film “Rudy.”

“Don’t worry about pain, because it’s going to be painful regardless,” Ruettiger says. “Dreams are painful. Work is painful. It’s painful to be the best of the best in what you do. But the pain will go away when you succeed.”

Taking a Closer Look at the Industry

During the general session, the Day 1 retailer panel shared insights into growing your operation in a flat economy. The panel included Jeff Grasty of Florida Paints, Dave Ables of Three Sons Hardware and Tri-County Lumber and Josiah Gates of The Aubuchon Company.

Also on Day 1, NHPA’s Tratensek provided an inside look at the independent channel in his State of the Industry address.

“Independents in the home improvement channel are doing what you’ve done best for the last several hundred years,” Tratensek says. “You’ve been agile, and those former value propositions are changing. Convenience is giving way to curation, service has evolved into relationship cultivation and product knowledge is transforming to customer confirmation.”

Keynote speakers Al Comeaux (top), Arthur Greeno (middle) and Rudy Ruettiger inspired and informed attendees.

See You Next Year!

We just wrapped up 2024, but can’t wait for 2025. Register now for the 2025 Independent Home Improvement Conference at 2025.ihiconference.org and save big with exclusive launch pricing. Available for a limited time and only for the first 250 registrants.

Addressing the pressing labor dilemmas, the Day 2 panelists shared unconventional methods for sourcing, retaining motivating and compensating their teams. The panelists were Yilda Marte of Sunshine Ace Hardware, Leonardo Osorio of Sunpro and Gina Schaefer of A Few Cool Hardware Stores.

Two panels of retailers talked growth and hiring, sharing stories from their own operations.

Attendees Make New Connections in the Partner Pavilion

In the Partner Pavilion, over 50 exhibitors shared how their products and services could help retailers boost return on investment in all operational areas.

Jack Crouch from Carpenter Bee Blocker Pro says he appreciated getting to meet retailers from across the industry during the well-organized event.

“The resort was off-the-charts awesome and everything was so well done,” Crouch says.

Steven Laiss, account executive for 4R Systems, says the smaller, more intimate sessions allowed people to ask questions and discuss topics with a group of their peers.

“The 2023 event was great, but NHPA outdid themselves this year,” Laiss says. “The educational and collaborative sessions drove more members to the exhibit floor to learn more about the solutions and service offerings.”

Eternity is our highest performing exterior acrylic coating. The high build finish bridges hairline cracks and dries to a luxurious Low-Lustre sheen that lasts and lasts.

You’ll feel the quality as your brush and roller glides on the thick high solids paint.

The advanced waterborne acrylic technology in Eternity stands up to years of exposure to sunlight, rain, snow, and seasonal temperature changes in all climates for maximum weather protection.

Honoring the Best of the Best

The Young Retailer of the Year program identifies and promotes the next generation of aspiring independent home improvement, paint and decorating retailers. This year’s honorees were recognized at an awards reception where each of their accolades were shared and they had an opportunity to thank those who have helped them get to where they are. Learn more about the 2024 honorees on Page 16.

For nearly two decades, NHPA has honored outstanding retailers in the independent home improvement sector through its esteemed Top Guns Awards program. This year’s cohort of honorees included Glen Morosohk of Ricciardi Bros., Wendy Stine of Stine Home + Yard and Darren Tomasini of Dazey’s Supply.

During the IHI Conference, the Top Guns Awards honorees took part in a panel sharing how their operations have found success by focusing on customer service, employee engagement and embracing innovation and were celebrated at a reception to close out the conference.

“For somebody who has spent their life in the industry, it means a lot to me to be named a Top Guns honoree,” Morosohk says. “It means a lot to me to be a part of this outstanding group.”

For product information call 866.897.7568 or email tech@towersealants.com Learn more at www.towersealants.com

Attendees celebrated and honored the Young Retailer of the Year and Top Guns Awards honorees.

CATEGORY FOCUS

Stain-Matching Masters

HOW TO ATTRACT COMMERCIAL CLIENTS WITH STAIN-MATCHING SERVICES

BY JACOB MUSSELMAN

Andren’s, a fixture in Duluth, Minnesota, since 1896, is redefining its role in the community.

When Chris Ellian took over Andren’s in 2020, he worked to create a balance of traditional and modern offerings to meet the diverse needs of

his growing customer base. Originally a go-to for weekend DIYers, the store has expanded its reach, now supplying paints, stains and coatings for major commercial projects across the city, including a 30-floor hospital and an arena renovation.

OPERATIONS

The Right Pick for Prep

Paint prep products are just as important to the painting process as the paint, so don’t miss stocking these options. Learn more at PDRmag.com/project-prep

One recent large-scale commercial project Andren’s supplied was the remodel of a local hockey arena. With this project, Ellian says the company was renovating the arena instead of building a new one, which made interior wood stain a larger part of the project than it would’ve been if it was built new.

“A lot of the time, it’s much more expensive to build new rather than renovate these old hockey barns, which were made of a lot of wood, whether it’s the rafters or the cabinets in the suites or offices,” Ellian says.

Thanks to Andren’s location in Minnesota, a state that has upwards of 124,000 log cabins, there is no shortage of customers looking for large amounts of stain, another customer segment Ellian has learned to cater to.

“There are some log cabins here where there isn’t a single painted surface,” Ellian says. “Everything is stained.”

Successful Stain-Matching

While diversifying its customer base and finding niche customers has paid off in the interior stain category, Andren’s has made a name for itself in this category by being one of the best at stain-matching. Ellian gives credit for his store’s success to being able to carry a variety of interior stain products, including every SKU his primary stain supplier offers.

“The reason we carry so many types of stain in every color is because we’ve developed the reputation for being good at stain-matching,” he says. “When we stain-match, we prefer intermixing or layering a single application of a stain rather than tinting, which sets us apart from our competitors.”

When any member of Ellian’s team is working on stain-marching an interior wood project, they ask the customer to bring in an existing stained piece to find the closest match. Andren’s carries a large amount of pre-tinted stains from its various manufacturers, which gives customers plenty of options and a higher likelihood of finding the closest match.

“When we’re stain-matching, we go with the easier route first, which is finding the closest color match from the existing stains we stock,” he says. “If that doesn’t work, the next step is to mix stains, which takes more trial and error.”

Getting It Right

Every staff member at Andren’s can stain-match, thanks to in-depth and hands-on training.

4 Ways to Cater to Commercial Customers

If you’re looking for the next big business opportunity, the answer could be in commercial and industrial sales. Commercial customers can provide steady sales to help you offset the slower times of the year. When considering selling to this customer base, here are tips for starting out.

POTENTIAL CUSTOMERS ARE EVERYWHERE

Every small business, nonprofit organization, church, factory and school in your town is a possible customer, as they each have maintenance and operations needs. Ask them where their business is getting their maintenance or janitorial supplies and if there’s a way you can do business with them.

GET TO KNOW EVERYONE AT THE COMPANY

Get to know everyone in a company who is authorized to purchase and you might start to get some of that walk-in business, especially when there’s an emergency and they need something right away. Those incremental sales may eventually lead to a larger relationship with that customer.

EMPHASIZE YOUR CUSTOMER SERVICE

Be willing to go out of your way to source that hard-to-find item, even if it’s unrelated to your typical product mix. Offer delivery and convenience. As a local retailer, you should be able to better provide for the needs of a commercial customer than a big-box commercial distributor.

GET AN OUTSIDE SALES REP

One of the best ways to get the business of commercial customers is to have a sales representative dedicated to finding new customers and helping current ones. Having a rep also lets commercial customers know there is someone dedicated to helping them.

If all else fails, Ellian says the final step is stain-tinting, which involves adding a tint to a base stain, creating a custom color. Tinting is his least-preferred option, and one he does the least because the customer has to purchase the stain whether it matches or not.

Every employee at Andren’s has the ability to stain-match, not just Ellian. The training process for stain-matching isn’t as formal as running a cash register or other administrative tasks—it’s more about trial and error.

If Ellian has a new employee, he will have them sit with another employee who has experience in stain-matching and watch how they approach each match.

“Thankfully, our lack of turnover has meant we do not have to train employees quite as often,” he says. “Many of my employees come with prior paint store experience, so a task like stain-matching isn’t completely foreign to them.”

After his new employee has sat through more than 50 different stain-matches with an experienced employee, Ellian will have them sit on their own and try to match stains for test pieces he keeps in the store.

“The combination of real-world experience working with customers and the individual training where there aren’t consequences if mistakes are made is a great way to grow the employee’s confidence in stain-matching,” Ellian says.

RESOURCES

News to You

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Behind the Scenes of Color of the Year With Valspar

V ALSPAR ANNOUNCED its 2025 Color of the Year: Encore (available at Lowe’s) and Epic Adventure (available at independent home improvement stores). To learn more about this bold color selection and for more on the strategy behind selecting a color of the year, Paint & Decorating Retailer spoke to Sue Kim, director of color marketing for Valspar.

Paint & Decorating Retailer (PDR): What is your process for selecting a color of the year?

Sue Kim (SK): We do continuous research throughout the year on how color is a part of our culture and overall how consumers experience the world. Then, we determine how people bring those influences and experiences back into the home and how they relate to color decision-making. Our goal is for homeowners to look at a color and take it home with confidence that it’s the right choice for them.

PDR: How did this vibrant blue rise to the top for this year’s selection?

SK: There are a lot of trends right now that speak to bolder color choices, for example dark academic and maximalism. As we’re moving out of the decade of gray, consumers are asking how they can recreate a joyful home and fill their homes with color. While this color is a bold choice in terms of tonality and saturation, blue is a color family we always go back to.

PDR: Can you talk about the trends that complement this choice?

SK: Coming out of the pandemic, people are working on projects where they want to embrace the heritage while also putting a new style statement on it.

The push of style and fashion and decor and direction brings a statement to those vintage assets. Consumers are able to redesign and reestablish those styles with these bold statement colors.

PDR: Can you talk a little about the versatility in applications of this color?

SK: This color is so well distributed across Valspar products. It’s able to be mixed into interior and exterior finishes, and as it moves through the home, whether it’s being used in color drenching or as an accent, you can create a destination with this color. Everywhere you bring this color, it’s so well harmonized into the environment.

PDR: What else do you want retailers to know about how to use the color of the year?

SK: One thing I recommend is that the color of the year should be a great conversation starter. When a customer comes in, color of the year helps them understand the trends. When you help them navigate their color selection, they will come back to you because you have become their color expert. We will see trends evolve, but as consumers are exploring their personalities, we will project that this color is here to stay.

Sue Kim Director of Color Marketing Valspar

PDR: Tell us about the complementary colors that go with Epic Adventure.

SK: We started color forecasting in 2009 with entire color palettes. We have shifted our strategy over the last several years because we recognized that we want to simplify our customers’ journeys. This year, we chose one color of the year, and then we have intentionally chosen complementary colors. When we’re considering those pairing colors, they have to reflect the color story that we’re telling. New Patina, a sage green shade, emphasizes that heritage, vintage feel that Epic Adventure complements, while Carousel Purple heightens the violet undertone. It can make it a new and refreshing space.

ALLPRO Fall Show

October 24-26 | AUSTIN, TX

Epicor’s Leadership Summit

November 18-20 | LAS VEGAS, NV

ISSA Show North America

November 19-21 | LAS VEGAS, NV

CALE NDAR

Lancaster 2025 Buying Show

Jan. 31 - Feb. 1 | ORLANDO, FL

NAHB International Builders’ Show

February 25-27 | LAS VEGAS, NV

Kitchen & Bath Industry Show

February 25-27 | LAS VEGAS, NV

*Events are current as of press day. Scan the QR code to see our full list of events.

To add your event to the industry calendar, send an email to editorial@YourNHPA.org

3M

3m.com/sanding, 3m.com/wallrepair

American Hardware & Lumber Insurance

americanhli.com

Armstrong-Clark

armclark.com Arrow Fastener

arrowfastener.com

ArroWorthy 45 arroworthy.com

Benjamin Moore IBC benjaminmoore.com

Centurion Store Supplies 15 centurion-inc.com Corona Brushes

coronabrushes.com

dap.com

finepaintsofeurope.com

Clean-A-Finish

• Easily removes wax build-up on furniture and antiques

• Breaks down grease and grime on kitchen cabinets and tables

• Cleans all finishes before polishing, waxing, or restoring

• Unique soap-based formula

• Non-Toxic and biodegradable soaps

• Clean Fresh Scent

• Does Not Contain Ammonia

The Retail Marketplace Can Help You

Buy a Store | Sell Your Business | Post a Job, Get a Business Valuation | Find a Lender and More

BUSINESS FOR SALE

Northwest Farm & Home Supply Co.

Location: Lemmon, SD

Gross Revenue: $3.21 million

The main building is a total 27,213 sq. ft. of retail and warehouse space on 4 acres. The main bldg. was constructed in 1994 with additions constructed in 2002 and 2004. Single story with 22’ clear height in 11,459 sq. ft. of lumber warehouse, three grade level doors and two dock height doors.

BUSINESS FOR SALE

Hoosick True Value

Location: Hoosick Falls, NY

Gross Revenue: $1.26 million

Price: $1.875 million

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

BUSINESS FOR SALE

Home Improvement Supply Store

Location: Missouri

Gross Revenue: $1.04 million

This historic home improvement and hardware store is a staple of its community and operates from its headquarters in the Kansas City Metropolitan Area of Missouri. The Company is a long-standing retailer and installer of consumer and commercial improvement products.

BUSINESS FOR SALE

Albrights Hardware & Garden Center

Location: Allentown, PA

Gross Revenue: $1.9 million Price: $800,000

Albrights Hardware is an established hardware store with strong neighborhood ties and has been a Lehigh Valley staple for over 50 years. The current owners have owned the store since 1992. Albrights serves its loyal customer base by providing quality products and exceptional customer service.

BUSINESS FOR SALE

Central Vermont Paint, Flooring and Decorating Business

Location: Vermont

Gross Revenue: $2.82 million

Price: $1.1 million

Full-service decorating store providing flooring, paint, window treatments, kitchen/bathroom remodeling, cabinetry product offerings, design assistance, specialized service, and professional installation.

BUSINESS FOR SALE

Private Business

Location: Alabama

Gross Revenue: $2.21 million

Price: $649,000

BUSINESS FOR SALE

Private Business

Location: Pennsylvania

Gross Revenue: $1.6 million

SEEKING BUSINESSES

The Aubuchon Company

For our next acquisition, we are looking for:

• Single-store and multi-store hardware operations

• Located in northeast and southeast United States

• Store size of 5,000-30,000 ft 2

• At least $3 million in average store sales

SEEKING BUSINESSES

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

SEEKING BUSINESSES

Gold Beach Lumber Yard

We are looking for:

• Single-store and multi-store hardware operations

• Located in the Pacific Northwest

• Store size of 5,000 ft2-30,000 ft2

EDUCATION

Coaching the Coach

NHPA’s Foundations of Retail programs offer leadership training for employees at all levels of the operation. Learn more at YourNHPA.org/foundations

EXPERT INSIGHTS

Meet Rob

Dr. Rob Mathews specializes in how to build highly effective teams. His teaching style combines theory of human capital development mixed with practical knowledge that comes from previously owning a home center and growing up in his family’s chain of hardware and grocery stores. At Ball State, Mathews teaches a wide range of entrepreneurship courses, including business planning, decision-making, management ethics and finance. Mathews was part owner of San Marco Realty Inc., a retail home improvement business and real estate company, where he led a complete remodel that resulted in a more than 200% increase in revenue. Mathews was also owner and managing member of 67 Realty LLC, a retail home center and property management company, where he managed all strategic activities of the business.

The Critical Elements of Leadership

I’ve had the great fortune of both giving and receiving coaching and mentoring throughout my life and career, but I’m not sure I realized just how valuable those two activities were until the last decade. Life and work can be overwhelming at times. It’s encouraging to have a network of people you can turn to in those valleys, but also in the peak moments and everything in between.

I’ve had various mentors in different stages of my life: My parents during my formative years, my high school baseball coach during my “learn to be a team player” years, a college professor and future supervisor who helped me find and shape my passion and purpose, an experienced store owner I could call when I owned my home center, a seasoned colleague who helped me navigate the politics of working in a university and our university’s baseball coach who has guided me through some challenging times and also encouraged me to simply “keep investing in people” as a leader. I also currently have a handful of friends I’d call mentors and coaches I can turn to in various situations. None of these relationships were or are formal, though formal mentoring programs can be a great jumping off point.

Of course, mentors coach a person, but coaching relationships can also be born from formal relationships. For instance, a good manager will be your coach. They’ll guide you and mentor you while respecting and valuing your individuality and your unique style and talents. Further, we also know from contemporary work relationship research that top-down authoritative relationships rarely work anymore.

Instead, two-way relationships where the employee can “coach up” their supervisor are becoming more effective than transactional arrangements. Managers typically offer a wealth of experience to these relationships, but they can also be coached regarding current trends, changes in technology (think AI), the pulse of the workforce and customer base and meeting the needs of the individual employee.

I loved how Arthur Greeno, owner of two Chick-fil-A franchises and a marketing firm, shared at the Independent Home Improvement Conference that his operation’s secret sauce is love—as he said, “Serve your team and they will go above and beyond.” Part of loving them is investing your time to help them grow, but an equal part is giving them a voice and an open invite to coach you too. Remember, feedback is a gift, and coaching and mentoring relationships are really just a form of feedback and investment in others.

Email rmathews@bsu.edu LinkedIn Dr. Rob Matthews

Coaching and mentoring relationships can come from anywhere and will evolve naturally. The key is to engage with a wide variety of people in and out of your field of work and learn to build rapport. Coach and be coachable. Be available, be vulnerable, be a sponge and share when you think it may be helpful.

I am grateful for the groups and events that connected me to people who later evolved into mentors. The North American Hardware and Paint Association provides excellent opportunities to connect, including conferences, leadership development, training programs and roundtables. Take advantage of those, but also get involved with your local community, in your church and with the business world. Simply meeting people will open doors to mentoring and being mentored you may have never otherwise dreamed possible.

Dr. Rob Mathews

Assistant Teaching Professor of Management and Leadership

Executive

Director

of Entrepreneurship Center, Entrepreneurial Leader Institute Ball State University

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Interior Woodcare

Interior Woodcare

Interior Clear Wood Finish

Interior Clear Wood Finish

PROLUXE® Interior Clear Wood Finish Lacquer is the product to trust for an outstanding, fast drying, and easy-to-use finish for any interior wood project.

PROLUXE® Interior Clear Wood Finish Lacquer is the product to trust for an outstanding, fast drying, and easy-to-use finish for any interior wood project.

DEFTHANE ® Oil-Based Polyurethane

DEFTHANE ® Oil-Based Polyurethane

ProLuxe Defthane Interior / Exterior Polyurethane is an oil modified urethane that gives the most professional results on a wide variety of wood surfaces. Defthane provides added protection from water, sun and wind damage.

ProLuxe Defthane Interior / Exterior Polyurethane is an oil modified urethane that gives the most professional results on a wide variety of wood surfaces. Defthane provides added protection from water, sun and wind damage.

Clear Sanding Sealer

Clear Sanding Sealer

ProLuxe Interior Clear Sanding Sealer is specially formulated to precede the application of Clear Wood Finish Brushing Lacquer. The sanding sealer serves as the base coat and is designed to seal and protect the surface.

ProLuxe Interior Clear Sanding Sealer is specially formulated to precede the application of Clear Wood Finish Brushing Lacquer. The sanding sealer serves as the base coat and is designed to seal and protect the surface.

Water-Based Polyurethane

Water-Based Polyurethane

ProLuxe Interior / Exterior Water-Based Polyurethane is a modified urethane that provides added protection from water, sun, and wind damage.

ProLuxe Interior / Exterior Water-Based Polyurethane is a modified urethane that provides added protection from water, sun, and wind damage.