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How Top Guns Handle Disruption Page 40

Home Gardens in Bloom Page 60

Volume 219 • Issue 1 • August 2020 • hardwareretailing.com

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Volume 219 • Issue 1 • August 2020 • hardwareretailing.com

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Serving Hardware, Home Center & Buildingg Material Retailers ers

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How Top Guns Handle Disruption Page 40

Home Gardens in Bloom Page 60

Volume 219 • Issue 1 • August 2020 • hardwareretailing.com

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Headquarters EDITORIAL, DESIGN & PRODUCTION

The Independent Spirit Endures

136 N. Delaware St. #200 Indianapolis, Indiana 317-275-9400 nrha@nrha.org | nrha.org

@NorthAmericanRetailHardwareAssociation @nrha_official North American Retail Hardware Association @nrha_official

OUR MISSION

The North American Retail Hardware Association (NRHA) helps independent hardware stores, home centers and lumberyards, regardless of wholesale affiliation, become better and more profitable retailers. NRHA BOARD OF DIRECTORS CHAIRMAN OF THE BOARD Daniel Harris, Palos Ace Hardware, Palos Heights, Illinois; Lemont Ace Hardware, Lemont, Illinois EXECUTIVE VICE CHAIRMAN Greg Schlecht, Greg’s True Value, St. Francis, Wisconsin DIRECTORS Will Aubuchon, W.E. Aubuchon Co. Inc., Westminster, Massachusetts David Dishke, Grand River Home Hardware, Caledonia, Ontario Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina Matt Woods, Woods Hardware, Cincinnati, Ohio SECRETARY-TREASURER Bob Cutter, NRHA President and CEO IMMEDIATE PAST CHAIRMAN TJ Comstock, Northwest Hardware LLC, Billings, Montana

n the past five months, almost nothing has seemed ordinary. Nearly every metric that measures retail sales, consumer confidence or construction activity has seen historic shifts as the world adjusts to the pandemic’s presence. Whatever your role is in the home improvement channel, you’ve had both the challenge and the reward of operating within an essential sector, helping people from every walk of life secure the place they call home, the place they raise their families. Through long hours, product limitations and new ways of interacting with customers, independent leaders from all levels have emerged to highlight the creativity and ingenuity of the independent home improvement channel. Each day, I hear of retailers innovating on the fly, solving problems to connect shoppers with products quickly and safely. This resourcefulness has helped retailers across North America persevere through difficult times across generations, and it will be the north star that helps all retailers emerge profitable and stable. I hope all of you understand the critical role you play in local economies, communities and families. The North American Retail Hardware Association stands ready to assist you with training, guides and industry news in the months and years ahead. Visit nrha.org to see how we can help you and your operation endure. Bob Cutter President and CEO NRHA

317-275-9400, editorial@nrha.org

EXECUTIVE VICE PRESIDENT & EXECUTIVE EDITOR Dan Tratensek MANAGING EDITOR Melanie Moul, mmoul@nrha.org PROFILES EDITOR Kate Klein, kklein@nrha.org TRENDS EDITOR Todd Taber, ttaber@nrha.org PRODUCTION EDITOR Hans Cummings, hcummings@nrha.org SENIOR DESIGNER Aubrey Smith GRAPHIC DESIGNER Autumn Ricketts DIGITAL MEDIA SPECIALIST Kevin Trehan EDITORIAL & RESEARCH PRODUCTION COORDINATOR Natalie Harris PRODUCTION MANAGER Nancy A. Vondersaar SALES & PRODUCTION ASSISTANT Freda Creech

MARKETING & COMMUNICATIONS DIRECTOR OF MARKETING & COMMUNICATIONS Whitney Daulton CORPORATE COMMUNICATIONS MANAGER & EDITOR Julie Leinwand

NRHA SALES

317-275-9400, sales@nrha.org VICE PRESIDENT OF SALES & PUBLISHER Kevin Hohman, khohman@nrha.org NORTHERN REGION SALES DIRECTOR David Brodowski, dbrodowski@nrha.org BUSINESS DEVELOPMENT REPRESENTATIVE Matt Caruso, mcaruso@nrha.org SOUTHERN REGION SALES DIRECTOR Scott Gilcrest, sgilcrest@nrha.org BUSINESS DEVELOPMENT REPRESENTATIVE Jordan Rice, jrice@nrha.org CANADA John Magner, 500 Queens Quay W., #101W Toronto, ON M5V 3K8 416-598-0101 x220; Fax: 416-598-9191, jmagner@yorkmedia.net

EXECUTIVE STAFF PRESIDENT & CEO Bob Cutter VICE PRESIDENT OF FINANCE & BUSINESS SERVICES David Gowan

MEMBER SERVICES

800-772-4424, nrha@nrha.org

STATE & REGIONAL ASSOCIATIONS MIDWEST HARDWARE ASSOCIATION John Haka, 201 Frontenac Ave., P.O. Box 8033 Stevens Point, WI 54481-8033; 715-341-7100; 800-888-1817; Fax: 715-341-4080

Hardware Retailing (ISSN0889-2989) is published monthly by the North American Retail Hardware Association, 136 N. Delaware St. #200, Indianapolis, IN 46204. Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions $50.00 year. Canada $75.00 year. All other countries $100.00 year. (Air Mail $60.00 year additional). Single copy $7.00. The Annual Report issue can be purchased for $30.00.

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

POSTMASTER: Send address changes to Hardware Retailing, P.O. Box 16709, St. Louis, MO 63105-1209. All editorial contents copyrighted 2020 by the North American Retail Hardware Association. No editorial may be reproduced without prior permission of the publisher. REPRINTS: For price quotations, contact the Editorial Department at 317-275-9400 or fax requests to 317-275-9403. Printed in the USA.

HARDWARE RETAILING | August 2020

TRAINING MANAGER & EDITOR Jesse Carleton, jcarleton@nrha.org RETAIL OUTREACH COORDINATOR Renee Changnon, rchangnon@nrha.org EVENT MANAGER & RETAIL SUPPORT Katie McHone-Jones, kmchone-jones@nrha.org

RETAIL LEADERSHIP INSTITUTE EXECUTIVE DIRECTOR Scott Wright, swright@nrha.org

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES CIRCULATION DIRECTOR Richard Jarrett, 314-432-7511, Fax: 314-432-7665

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Contents AUGUST 2020 | VOLUME 219 | ISSUE 1

“If you’re willing to hire the younger demographic, you have to stick it out and give ample opportunities to learn.” —Ben Houser, King’s Ace Hardware

Departments On the Web . . . . . . . . . . . . . 06 Editorially Speaking . . . . . . . 08 Taking Care of Business . . . . 10 NRHA News . . . . . . . . . . . . . 14

Trends . . . . . . . . . . . . . . . . . 20 Fall Product Preview . . . . . . 22

COVER STORY

Hiring the New Generation

Checkouts . . . . . . . . . . . . . . 34

Retailers who offer first jobs to the youngest generation in the workforce not only meet store staffing needs, but also can provide valuable experience that benefits young hires for the rest of their lives . Learn how two young employees at King’s Ace Hardware in Montana are making the most of their first jobs .

INDUSTRY AWARDS

Newsmakers . . . . . . . . . . . . 84 Last Word . . . . . . . . . . . . . . . 86

CATEGORY SPOTLIGHT

Meet the 2020 Top Guns

Bloomin’ Gardens

Top Guns are retailers who are leading their operations through strategic decision-making and entrepreneurial drive . Meet this year’s honorees, learn how their operations are thriving and get their insights into the industry .

During stay-at-home orders, many consumers turned to gardening to reduce stress and fill their pantries . Discover how Rohrer Seeds in Pennsylvania is helping new gardeners dig in and get pointers on how to extend sales into fall .

RESEARCH

A 360-Degree View

Will Aubuchon, W.E. Aubuchon Co. Inc.

Patrick Goebel, Star Lumber

Read about Lowe’s single-store start, steady expansion and current efforts to gain market share . In addition, learn from an expert’s perspective on Lowe’s position in the home improvement sector .

OPERATIONS

Secrets to Selling More

Kevin Hancock, Hancock Lumber

HARDWARE RETAILING | August 2020

Kirby Scales, Russell Do it Center

Increasing transaction size is something anyone can do, regardless of your resources . Learn how the manager of a Nova Scotia business was able to boost her average ticket sale with a few best practices .

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On the Web RESEARCH

Where Lowe’s Is Headed Next Check out Lowe’s financials, a SWOT analysis and an expert view on how the big-box retailer is positioning itself for growth. Visit TheRedT.com/lowes to learn more.

LOWE’S OPERATES

249

stores located in Canada

1,728

stores located across the U.S Source: Lowe’s 2019 annual report

MARKETING

PODCAST

Craft the Perfect Email Marketing Message

Listen From the Top

Creating eblasts that advertise your inventory is a fun, simple and creative way to help boost sales. Download a PDF guide of the most important elements of an eblast to reach customers successfully. Go to TheRedT.com/eblast-101 to get started.

Hardware Retailing debuts a brand new podcast series, “Editorially Speaking,” hosted by managing editor Melanie Moul. In the first two episodes, hear exclusive conversations with this year’s Top Guns honorees. Visit TheRedT.com/podcast to listen now.

78%

OPERATIONS

Merchandising Makes the Sale

of email marketers have seen engagement rise in the last 12 months Source: HubSpot

STAY CONNECTED 6

@hardwareretailing

HARDWARE RETAILING | August 2020

@hardwareretail

Strategic merchandising is one of the most powerful ways to introduce customers to products and boost their average transaction size. Victoria Cook-Cranton from Annapolis Home Hardware Building Centre in Annapolis Royal, Nova Scotia, shares how purpose-driven merchandising at her store impacts the average sale. Learn more by visiting TheRedT.com/transaction.

Editorially Speaking

Who Tells Your Story? Don’t Let the Adventure of Retail Go Untold

f you have been aware of pop culture sometime in the last five years, you’ve probably heard of the smash Broadway musical “Hamilton.” The film featuring the original Broadway cast launched on Disney+ on July 3, right in time to celebrate Independence Day, probably just as the founders envisioned: with a rap musical about Alexander Hamilton. The film was originally set to be released next fall in theaters, but the release was accelerated so people could enjoy it while many are still staying safe at home. I watched the movie mostly just to participate in this cultural phenomenon. Let me tell you, anyone who hyped up this musical to you was right. These songs stay with you, which is kind of the mark of a great song. One line in particular that’s been rattling around my brain for the better part of a month is the title of the final song of the show: “Who lives, who dies, who tells your story?” The essence of the song is lamenting the fact that Hamilton (spoiler alert) did not get to live as long as other founding fathers, and his legacy is somewhat untold in comparison. But it also explains how his wife carried on after his death for 50 years and made many significant contributions. I have the great honor of being a storyteller. It’s a skill and a passion I’ve always gravitated toward, and to get to do it professionally is something not everyone with this passion gets to achieve. One of the best parts of my job is the many opportunities I get to meet and talk to thoughtful, focused entrepreneurs who are making a difference in the industry. Some of these people were destined to take over their family businesses, while others ended up in the industry by chance and found a home here. There is a wealth of knowledge and passion in all corners of this industry, regardless of how everyone came to be a part of it. As in any industry, young people are the future of independent retail. To complement the hardware longtimers, there is a bright spot in the up-and-comers in the industry.

It’s up to the veterans to make the industry a welcoming, exciting career opportunity. Retail is a challenging path to follow. It is more than 40 hours—sometimes more than double that—and it requires a certain degree of charisma, creativity and innovation. But a consistently untold story of retail is the reward that comes from helping problem-solve with regular customers. People who are often your neighbors, your kids’ teachers and the people who are trusted to build and repair the places we live, pray, learn and work. Sure, the successes of a job well done are shared within the industry. But how you share the passion and the camaraderie outside the four walls of your business is what will encourage the next generation of retailers to continue the story. In this issue, we feature both stories, the new and the seasoned. On Page 40, we recognize the 2020 Top Guns honorees. This year’s group features great-grandchildren of retailers alongside those who found a career in an unexpected place. Then, the cover story of this issue, which starts on Page 52, takes a look at how you can be a harbor for young people to explore the opportunities that are available in hardware retail. We meet two young people who happened to choose a hardware store as their first job. We find out what they’ve learned in this industry and how it will impact them in their future endeavors, whether those include hardware or not. What’s obvious in this issue is that for many people, the jobs they’ve had in this industry stay with them, which is truly the mark of a great job. How do you want your story to be told?

“How you share the

passion and camaraderie outside the four walls of your business is what will encourage the next generation of retailers.

HARDWARE RETAILING | August 2020

”

Melanie Moul Managing Editor | mmoul@nrha.org

Taking Care of Business

A Strong Sense of Pride This Channel Has Stepped Up to Meet the Needs of the Market

ately, I have had to talk a lot. Yeah, a lot more than usual. As the association for independent hardware stores, home centers and lumber dealers, we’ve had a lot of media inquiries lately looking for information about how the industry is doing during the pandemic. The good news I typically report is that the home improvement channel, and independent dealers specifically, have fared rather well business wise during the last several months. Aside from seeing a surge in business, I also share some of the lessons I think our industry has learned from having to operate under the circumstances we have experienced. During my last conversation on this topic, I made a comment about how truly proud I am of how our industry has risen to the occasion. And since I freely share this with others who ask me, I wanted to make sure I mention it to all of you. As someone who has spent nearly a quarter-century watching the different parts of this industry change and evolve, I don’t know that there is a time I have seen the kind of rapid response to market needs like I have witnessed in the last three months. And when I think about what this channel has done to keep chugging along during one of the most challenging times we have faced, “pride” is the only way for me to describe my feelings. You, the independent retailers in this industry, found ways to run your stores with fewer employees, while social distancing, while taking extreme measures to keep your workers and customers safe. You developed new procedures where none had ever existed. You ramped up services like curbside pickup, online ordering, delivery and more, often from scratch. Perhaps most impressive is that you did all of this in a matter of weeks. I also don’t want to leave out the industry’s other channel partners: the distributors and the manufacturers.

I know we have recently seen challenges with kinks in the supply chain, and I know everyone is working around the clock to get these issues straightened out, but aside from these exceptions, the distributors and manufacturers serving this channel have also risen to the challenge. I can only imagine the logistical labors involved in running distribution centers while juggling added safety measures or while working with increased order volume and limited workforces. Also, seeing distributors being able to change on a dime from hosting live buying markets to transitioning to virtual shows is inspiring. This is certainly no easy task and I know from talking to executives throughout the distribution channel that their main goal was to make sure retailers didn’t have to miss out on the value they get out of these important events. It’s important to point out that all of these changes, all of these innovations and everyone finding ways to rapidly evolve to meet the needs of the markets they serve do not end when the pandemic has passed us. The industry has progressed during these last few months at a pace that might otherwise have taken years to accomplish. You should all be extremely proud of the strides you have made and know, from a long-time industry observer like myself, these changes will position this channel to be much stronger for many years to come.

“When I think about what

this channel has done to keep chugging along during one of the most challenging times we have faced, ‘pride’ is the only way for me to describe my feelings.

HARDWARE RETAILING | August 2020

”

Dan M. Tratensek Executive Editor | dant@nrha.org

19 45

2020

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NRHA News

Online Leadership Course Empowers Managers

he deadline to apply for the North American Retail Hardware Association’s (NRHA) Fall 2020 session is Sept. 4. The Foundations of Leadership program is an online leadership development course for new and upcoming managers. It is designed to fit students’ busy schedules and features collaborative online learning with communication from instructors and other students. “The NRHA Foundations of Leadership course provides managers with the essential skills necessary to lead people and teams effectively, whether you are new to leading people or have been doing so for years but never went through a formal leadership development program,”

says Scott Wright, executive director of NRHA’s Retail Leadership Institute. “The skills students learn in this course will benefit them for their entire careers.” After completing the online training modules, students work on a capstone assignment where they perform a subjective assessment of their business unit. They apply their new skills to address core issues in their business and make recommendations for improvement in key areas. The online program was developed with prominent independent home improvement leaders, including retailers from leading national independent chains, to meet the specific needs of leadership development within the home improvement industry.

COURSE MODULES Understanding Me and My Strengths Discover the wide range of personality types and complete a personality assessment.

Leadership and Me Understand leadership through vision and values, and learn about different leadership styles.

Entrepreneurial Leadership An introduction to workplace innovation and creativity for strategic advantage.

Constructive Conflict and Communication Discover the mutual accountability model and how to be effective through all means of communication.

Developing Talent Understand the stewardship of people cycle.

Team Building Learn different interviewing styles to achieve the best employee selection and performance management.

HARDWARE RETAILING | August 2020

Fall 2020 Session Dates • Online Sessions (Modules 1-6): Sept. 21-Dec. 20 • Capstone Assignment: Dec. 21-Jan. 17, 2021

Apply by September 4 For more information or to apply for the Fall 2020 session of the Foundations of Leadership program, visit nrha.org/fol or contact Scott Wright at swright@nrha.org or 317-275-9417.

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NRHA News

NRHA’s Training Helps Raise Transaction Size

ccording to NRHA’s 2019 Cost of Doing Business Study, high-profit hardware stores have an average transaction size of $24. What’s yours? There are a variety of ways to increase your average ticket, including creative merchandising and encouraging impulse buys. You can read how one retailer boosted transaction size in her store on Page 78. However, project sales are a tried-and-true way to increase transaction size. Employees who know how to sell the entire project will deliver better customer service while impacting your overall gross margin. To make sure they are equipped to sell, get employees the training they need. NRHA’s Project PRO course is designed to help your employees understand both how to sell some of the most common DIY projects and why a single project sale can have a huge impact on your business.

This course covers 15 common DIY projects. Here’s what you can expect. •

•

• •

How-to videos. In order to sell a project, employees must first understand how to do it. Each topic includes videos with step-by-step instructions on how to complete the project. Profit implications. Employees will understand the financial impact a project sale has on the business. They will see how margins on project sales are proportionally larger than margins on single items. Project lists. Employees will learn the common tools, supplies and materials needed to complete each project. Tests. When an employee finishes learning about a project, test what they know. Test results are recorded in NRHA’s learning management system, where you easily access all employees’ results.

The Project PRO course is available to NRHA Training Members. If you are not a member and would like to learn more, visit nrha.org/membership.

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NRHA News

NRHA to Host Virtual

All-Industry Conference NRHA is inviting independent retailers and channel partners to attend the virtual NRHA All-Industry Conference to replace its in-person event originally scheduled for May in Las Vegas. The NRHA All-Industry Conference is created for independent home improvement retailers. Speakers include industry experts, wholesale executives and innovative retailers. They will deliver insights into the industry and speak to this year’s conference theme, industry disrupters, and how retailers can grow their businesses and take advantage of industry disruption.

K E Y N O T E

P R E S E N T A T I O N S

How Independents Are Still Disrupting a Conversation With Dan Starr Dan Starr, Do it Best president and CEO Do it Best president and CEO Dan Starr will discuss the future of the home improvement industry and the opportunities that are available for independents to disrupt, innovate, compete and win in their markets during a keynote Q&A with NRHA executive vice president Dan Tratensek. “In a world of increasingly available shopping options, there is a continual demand that folks in our space get better and better,” Starr says. “They need to constantly position themselves and their store as the first choice for shoppers. They need to make sure they have an experience that is exceptional and that the shopper then sees them as their best choice every time.”

A L S O

H E A R

F R O M . . .

Eric Hassett Hassett Ace Hardware and Matt Woods Woods Hardware “Evolving Technology” Steve McKee McKee Wallwork + Company “The Disruption Cycle: What It Is, Why It Matters and What to Do About It” Kim Peffley NRHA “The Tools You Need to Improve Your Culture” Gary Pittsford Castle Wealth Advisors “6 Steps to Selling Your Business” Jim Robisch The Farnsworth Group “5 Disrupters Challenging the Home Improvement Industry”

Top Guns Awards Panel Will Aubuchon, W.E. Aubuchon Co. Inc. Patrick Goebel, Star Lumber Kevin Hancock, Hancock Lumber Kirby Scales, Russell Do it Center Read more about each Top Guns honoree on Page 40.

Employees First: Disrupting Assumptions for More Loyal Customers and Stronger Sales Kevin Hancock, Hancock Lumber chairman, president & CEO Hancock Lumber CEO Kevin Hancock will discuss the benefits of creating an employee-centric company and how the first mission of work should be to enhance the lives of the people who do it. He will explain how corporate success begins with the employee experience— and its domino effect on customers, communities and corporations. In his presentation, Hancock will also debunk long-held assumptions about business. “The only thing that makes any company different is the specific people that work for that company,” Hancock says. “If the company creates a great experience for the employees, then the employees will create a best-in-class experience for the customer...Customers will never love a company unless the employees do.”

HARDWARE RETAILING | August 2020

+ Register Online Visit nrhaconference.com for more information and registration instructions.

NRHA News

Celebrate the Young Retailer Honorees at a Virtual Event

n an effort to protect the health and safety of attendees amid COVID-19, NRHA will hosted its 2020 Young Retailer of the Year ceremony virtually on Aug. 31. For 24 years, NRHA has highlighted the achievements of independent home improvement retailers 35 years old and younger through its Young Retailer of the Year program. This year’s virtual celebration will allow the entire independent channel to unite and celebrate the hardworking people who represent the future of the industry. Honorees will have the opportunity to thank their families, communities and coworkers and share about their experiences in the home improvement industry during the virtual event. The Young Retailer of the Year program is the premier award in the industry honoring the next generation of independent home improvement retailers. The program honors retailers in three categories: sales under $2 million; sales above $2 million; and multistore operations. Register to Attend The virtual 2020 Young Retailer of the Year ceremony is open to the public, but seats are limited. Visit nrha.org/yroty to learn more or register to attend. Hear Their Stories NRHA executive vice president and Hardware Retailing executive editor Dan Tratensek has invited each of the 2020 honorees to join him on his “Taking Care of Business” podcast. Hear their stories, subscribe and listen at TheRedT.com/pod. Thank You to Our Sponsors This program would not be possible without the support of our sponsors. These companies have invested in the future of the independent home improvement channel and pledged their support to the next generation pushing the industry forward.

•

Arrow Fastener

•

Epicor

•

Fluidmaster

•

Intertape Polymer Group (IPG)

•

Midwest Fastener

•

MiTek

•

Pony Jorgensen

M E E T

T H E

2 0 2 0

H O N O R E E S

Under $2M in Annual Sales • Katie DeMaris—owner of DeMaris Hardware in St. Ansgar, Iowa • Weston Jacobs—owner of Weakley-Watson Hardware in Brownwood, Texas Over $2M in Annual Sales • Sam Olson—co-owner and manager of Buffalo Hardware in Buffalo, South Dakota • Lynzi Radermacher—retail manager of AG Partners Town and Country in Belle Plaine, Minnesota Multiple Stores • Ryan Buck—owner of Buck’s Home Building Centre and New Germany Home Hardware Building Centre in Bridgewater and New Germany, Nova Scotia, Canada • Cody Goeppner—retail manager at Bleyhl Co-op in Grandview, Washington • Matthew Holmes—owner of Holmes Building Materials in Baton Rouge, Louisiana

August 2020 | HARDWARE RETAILING

Trends Monitoring the Market Use the following industry metrics to anticipate emerging trends and opportunities in the channel. Data is not seasonally adjusted, meaning these graphs represent real-time shifts in the market.

Analyze total retail sales for building material and garden equipment centers to track your business’s performance against national averages.

Understand consumers’ desire to save or spend by gauging overall consumer confidence levels.

Serve customers renovating or upgrading homes more effectively by observing housing starts and existing home sales.

Consumer Confidence

Monthly Home Improvement Sales

Existing Home Sales

MAY

APR

MAR

FEB

JAN ‘20

$10

DEC

NOV

OCT

JUN

$20

SEP

MAY

APR

$30

AUG

MAR

FEB

JAN ‘20

DEC

NOV

OCT

SEP

$40

AUG

120

JUL

$50

JUN

150

JUL

(Building material and garden centers; in millions)

(Measured by surveys sent to U.S. households; in basis points)

Housing Starts

600

500

(in thousands)

400

300

200

100

JUN

JUL

AUG

SEP

OCT

NOV

DEC

JAN ‘20

FEB

MAR

APR

Sources: The Conference Board; U.S. Department of Commerce, NAICS 444; National Association of Realtors; U.S. Census Bureau

HARDWARE RETAILING | August 2020

MAY

Fall Product Preview

Get Ready to Launch

he events of 2020 have disrupted every part of life, but manufacturers haven’t let these challenges keep them from working on new innovations. As an independent retailer, you’ve had to adapt to rapidly changing market conditions this year, including the transition to virtual wholesaler markets. Consumers also have adjusted their buying habits as they try to find a new normal. Keeping up with new products is important, and now is the time to plan for the upcoming fall and winter selling season. Hardware Retailing is bringing some of the latest product updates to independent retailers in its Fall Product Preview.

This section will offer examples of this year’s latest offerings from trusted manufacturers across the home improvement industry. These products can give your businesses the boost they need to continue strong spring and summer sales into the second half of 2020. Learn how the show can help independent retailers prepare for the coming year by visiting nationalhardwareshow.com. You can keep up with new product releases throughout the year by subscribing to the Hot Products Hub newsletter at TheRedT.com/subscribe.

Send a note to editorial@nrha.org with the details about products you can’t keep on the shelf. Include your name, your business name and a few reasons why you or your customers would love it to be considered for publication.

HARDWARE RETAILING | August 2020

COAST 2020 Work lights Sorry we won’t see you this year, but even COVID-19 hasn’t stopped us from making some great NEW products. For a preview of our complete NEW Work Light products go to: coastportland.com/newproducts

Fall Product Preview Paint Poncho

Ratchet Binder Ancra Cargo’s EZ Binder 6600 is as fast as traditional lever binders, while being as easy to use as a ratchet binder. The solid steel construction and grade 120 take-up chain gives it a 6,600 lb. working load, which matches up to 3/7-inch G70 transport chain. Utilizing a traditional web ratchet mechanism and 12 inches of chain take-up, the EZ Binder 6600 can save as much as 2 minutes per chain per use. Ancra Cargo ancracargo.com or 800-233-5138

HARDWARE RETAILING | August 2020

Allway Paint Ponchos provide a convenient way to protect brushes and rollers when painters need a break. The reusable or disposable ponchos are made of eco-friendly EVA plastic and fit multiple brush and roller sizes. The trapezoid shape provides a wide opening for easy placement of painting tools and the elastic cord locking system helps protect tools up to a week, eliminating the need to clean them while on a break. Allway Tools allwaytools.com or 718-792-3636

Sump Pump Superior Pump pumps are 100 percent factory tested. They’re constructed with solid copper motor windings, heavy duty stainless steel jacketed shaft seals, double O-ring seals on the motor plate and electronically controlled split capacitors. Superior Pump model 92571, a ½ HP submersible sump pump with vertical float switch, will move water up to 4,500 gallons per hour. This pump is UL/CU listed and CSA certified and backed by a 3-year warranty. Superior Pump superiorpump.com or 800-495-9278

Work Light COAST’s family of portable Work Lights combines the best of their world-class beam-shaping technology with practical hands-free positioning features. Patented focusing systems provide an entire range of beams—clean flood lights, sharp spot beams and hybrid beams—with multimode versatility so users can match light intensity to their needs in the moment. Options include adjustable stands, magnetic bases, rotating optics, alkaline power, dual power and more. Coast Products coastportland.com or 800-426-5858

August 2020 | HARDWARE RETAILING

Fall Product Preview Fabric Adhesive Tear Mender is a nontoxic adhesive that forms a permanent, yet flexible bond to materials it can penetrate such as fabric, leather and vinyl. Bonds are usable and wearable within 3 minutes and washable in 15 minutes, making this product a quick fix for immediate fabric repairs. Tear Mender is ideally suited for repairs on clothing, leather, upholstery, home decor, sport and marine gear and more. Lighthouse for f the th Blind Bli d store.lhbindustries.com store.lhbindust es com

Duct Tape Iron Grip Duct Tape is a 17 mil premium polyethylene coated cloth tape with a pressure-sensitive natural rubber adhesive that adheres to a variety of surfaces under a wide range of temperature conditions. The 10-yard roll offers high adhesion and an easy unwind in a convenient shorter roll size. Intertape Polymer Group itape.com or 888-898-7834

THE MOST VERSATILE TOOL IN YOUR BELT From a busted stitch to ripped leather, “Trust the Bish” to stick it together.

15% off (Dropship Orders)

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NO SEW Fabric & Leather Repair Adhesive Place your order today! Call 800.542.3697

Misting Sprayer The Sani-Mister provides complete coverage of floors, walls, tables and equipment to sanitize and disinfect surfaces of bacteria, viruses, fungus and spores. It includes a rinsing valve, misting nozzle, 4-gallon solution tank and a 50-foot nonmarking spray hose. Designed for use with any liquid disinfectant. Operate in well-ventilated areas while wearing protective gear. Great Northern Equipment gnedi.com or 800-822-0295

Work Glove The Iron Clad Impact Trigger Glove is part of Iron Clad’s fully touchscreen compatible Command Series™. It protects workers’ hands while doing construction and handling screws and nails. It features full back-of-hand impact protection; a mesh-vented back-of-hand flex panel; vibration-reducing, reinforced padded palm; and exposed fingertips on thumb, index and middle finger. Iron Clad ironclad.com or 844-200-5664

August 2020 | HARDWARE RETAILING

Fall Product Preview

Adhesive Sealant Red Devil®’s Clear High Performance Adhesive is a solvent-based sealant that offers excellent adhesion with a superior bond to virtually all surfaces, even in below-grade or below-freezing conditions. This sealant will not yellow and is consistently clearer than silicone. Another option is the RD 3000™ All-Purpose Sealant. This hybrid polymer sealant is low-VOC and water-resistant in 2 hours. Its advanced MaxFlex™ Technology allows it to withstand joint movements by adhering to multiple surface applications in all weather conditions. Red Devil reddevil.com or 800-423-3845

Headlamp Police Security® Flashlights have reinvented the headlamp category with its patent-pending new series, MORF™ Removables. On the MORF R230 model, the 230 lumen headlamp, when attached, allows the user to work hands-free. When the headlamp is detached, it becomes a handheld rechargeable flashlight or magnetic work light, leaving a secondary light in the headlamp base. The MORF R230 model is both drop-proof and waterproof and is backed by Police Security’s limited lifetime warranty. This lighting system is suitable for electricians, plumbers, HVAC professionals and the home improvement enthusiast. Police Security policesecurity.com or customerservice@policesecurity.com

Inventory Management Software Paladin Data Corp. simplifies retail operations for hardware and LBM industries by automating business processes including ordering, advertising, in-store marketing, customer management, mobile and delivery, e-commerce and back-office operations. Paladin’s proprietary Market Driven Inventory Management and hundreds of supplier and business integrations combine to provide a single touchpoint to grow all aspects of a business. Paladin Data Corp. paladinpointofsale.com/hardware-point-of-sale

HARDWARE RETAILING | August 2020

NHS Connects is a year-round digital platform designed specifically for the hardware & home improvement community to be the dedicated place to source industry content, connections and products. Use NHS Connects to stay up-to-date on leading industry topics and education, connect and set up direct appointments with leading suppliers and source new, trending products to get on your store shelves while expanding your current product offerings. Visit nationalhardwareshow.com/NHS-Connects to access all of the NHS Connects resources!

PPE MARKET

PPE Market, a part of NHS Connects, is a newly launched dedicated matchmaking program to connect retailers and distributors in need of PPE (Personal Protective Equipment) with manufacturers that are part of the NHS community and are currently supplying PPE products.

NEW & TRENDING PRODUCTS

This section of the NHS Connects platform will showcase all products that are a part of the NHS Awards, in addition to Made in USA, New Product Launch and New Product World.

EDUCATIONAL CONTENT & RESOURCES This section offers industry-sourced education & articles to help you navigate the marketing, business and administrative challenges you may be facing due to the pandemic.

CONNECT & NETWORK

Utilizing a NEW technology called Jublia, NHS is helping to facilitate direct and virtual appointment setting for buyers and retailers with NHS suppliers and manufacturers to ensure that business continues to be done between now and the Show in September. To use this tool, you must either be registered to attend the 2020 National Hardware Show or be an exhibiting company as profiles will be created for you based off of that information.

WEBINARS & STREAMING

NHS worked diligently alongside our partners to establish a comprehensive resource that aggregates upcoming COVID-19 virtual events, webinars & podcasts to prepare you for the challenges of the current climate. Be sure to check the schedule of upcoming events and the archive of pre-recorded resources!

HEALTH & WELLNESS

While providing resources for navigating your businesses during this unprecedented time is our main priority, we also know how important it is to focus on your wellbeing. Please take advantage of some of our health & wellness resources that we’re happy to offer you!

Learn More at nationalhardwareshow.com

Fall Product Preview Battery-Powered Blower The BGA 57 delivers STIHL performance combined with great control and comfortable operation. This blower puts out 103 mph of average air velocity (123 mph maximum air velocity) combined with 365 CFM for effective clearing of leaves and other yard debris. Weighing just 7.8 lbs (with AK 20 battery), the BGA 57 is compact and portable. A slim design and even weight distribution allow the blower to be held close to the user’s body, keeping fatigue to a minimum while maximizing maneuverability. The BGA 57 is an ideal choice for homeowners to care for their yard, deck, sidewalks, driveway and more. Stihl stihlusa.com or 1-800-467-8445

The new electric combination 1400-PSI pressure washer and 350-PSI low pressure dispensing mister is available as a hand carry or portable model. Includes everything you need for cold water cleaning or disinfecting.

Scan code to learn more about this essential equipment.

Hard Shell Knee Pads Pressure Washer Mister Combination (hand carry model)

www.mitm.com 800-553-9053

HARDWARE RETAILING | August 2020

Major Steelz knee pads are designed to accommodate and service workers’ safety. With a hard outer shell providing antislip resistance and elastic straps with hook-andloop closures, they’re comfortable and easy to wear while kneeling for a long time in any construction job site. Major Steelz majorsteelz.com or 305-244-5260

Automatic Center Punch CatsPaw™ Automatic Center Punch from Mayhew Tools delivers an automatic spring-driven punch without the need for a hammer. When pressed against the workpiece, it stores energy in a spring and releases it as an impulse that drives the punch. It’s ideal for creating a starting point on workpieces to prevent drill bits or screws from wandering. Mayhew Tools mayhew.com or 800-872-0037

IT’S TOTER TOUGH!

Gap Fill Foam Soudafoam Gap Fill is a one-component, moisture-curing polyurethane foam. The patented Genius Gun system makes application simple and keeps the foam reusable for up to 6 weeks. It expands up to three times its original size during curing, making it invaluable for larger gaps and cracks or cavities that are difficult to reach. It is a versatile insulator, effective at both thermal and acoustical insulation, and adheres well to almost all building materials and it contains no CFC propellants. It is also available in door and window minimal expansion formula. Soudal soudalusa.com or 877-873-8739

TRASH STAYS IN, WILDLIFE STAYS OUT Toter Bear Tough Carts are built to withstand the baddest bears! Our carts are constructed with our Advanced Rotational Molding process that eliminates the weakness and brittleness associated with other injection molding processes. We’ve armed them with a bear-tight lock, double-walled lid and steel-reinforced rim which makes them tough enough to withstand the strongest claws and jaws!

try.toter.com/beartoughcarts

August 2020 | HARDWARE RETAILING

Fall Product Preview Pressure Washer Mister Combination The electric combination 1400 PSI cold water pressure washer and 350 PSI low pressure dispensing mister comes in either a hand carry or portable model. Use it for all-purpose cleaning around the home or small business and, in mister mode, use it to put disinfectant right where it’s needed. Safe to use indoor or out, each unit includes everything needed for pressure washing or disinfecting. Mi-T-M mitm.com or 800-553-9053

Rust Preventative Rust Patrol® is a rust preventative, lubricant, penetrant and moisture displacer. Active at the molecular level, Rust Patrol works quicker, lasts longer and uses less product than similar products. Rust Patrol rust-patrol.com or 803-396-8400

Concrete Repair Compound Quikrete’s Polymer Modified Structural Repair is ideal for repairing broken edges and corners on concrete steps and curbs, spalling or broken slabs and concrete and masonry walls without the need for forms. Polymer Modified Structural Repair is a rapid hardening, high strength, shrinkage-compensated repair material formulated with special polymer resins to provide superior bond strength and allowing the material to be molded, sculpted and shaped to match the contour of the surrounding concrete without sagging. Quikrete quikrete.com or 800-282-5828

Mobile Workbench The CSPS 56-inch 10-Drawer Electric Height Adjustable Mobile Workb ench allows workers to adjust the height of the solid wooden work surface according to their needs. This rolling tool cabinet is made of 19-gauge steel with industrial-grade powder coating. The 100 pound load, soft-close ball bearing drawer slides gently to keep the drawers from accidentally opening or slamming shut. Six outlets and two USB ports are built in for charging power tools. CSPS csps.tw or 886-5-551-0777

BORN ON THE JOBSITE 30+ Distribution Centers with Same Day/Next Day Shipping on Replenishment Orders Full Customer Service Department for Technical Calls & Customer Satisfaction

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Strong Margins From High-Quality Gloves TO BECOME A DISTRIBUTOR CALL: 844.200.5664 | www.IRONCLAD.com August 2020 | HARDWARE RETAILING

Checkouts

Flowers for All Occasions

roctor Ace Hardware in Neptune Beach, Florida, offers customers a variety of ways to buy flowers. They can go to the greenhouse and get live plants ready to plant in a garden or flowerpot or head over to the Floral Emporium and have a floral designer arrange cut flowers for a vase. Co-owner Steve Proctor says the floral shop pairs well with the hardware store’s lawn and garden department, which includes a nursery and greenhouse. The Floral Emporium doesn’t require much floor space, but does have a dedicated floral designer and delivery driver.

“Our spring selling season usually begins toward the end of February,” Proctor says. “The floral shop gives us a boost in customer traffic around several holidays, like Valentine’s Day.” Why do customers often choose Proctor’s flower shop over other options in town? “We have a nursery, where our breadth of live plants is many times what a regular florist might have,” Proctor says. “The niche is a great complement to the nursery. We’re also already getting a lot of traffic through the store, so a percentage of those customers will choose us when they buy flowers.”

Looking for creative ways to engage customers? Whether it’s promotions, merchandising or special events, we cover it here. Have an idea? Send an email to editorial@nrha.org to have your story considered for publication.

HARDWARE RETAILING | August 2020

POWER, PERFORMANCE, PROFITS. PALADIN.

Intuitive UI

Contactless Ready Built-in Barcode Scanner

Windows-based Layout

EMV Enabled

In System Chat Support

Bluetooth Connectivity

Touchscreen

Tools to Run Your Business When it’s Not Business as Usual Intuitive point of sale automates your business operations and enhances customer experience – preparing you for the future of digital and contactless payments.

100% USA-Based Customer Support

Mobile2Checkout™ Mobile2Deliver™

Remote Management and Network Access

Visit paladinpointofsale.com/nrha to learn more | 541-803-6060

A Firehouse Repurposed Stratton Hardware in Watertown, New York, has a unique facility that inspires questions. The store is located in a former fire station and still has the telltale garage doors on the side. The common question owner Mike Stratton gets is whether the building has a pole for firefighters to slide down, but the structure never had one and didn’t need one—the small second floor was Stratton’s addition to the building to create office space.

Back to Nature

Residents of Saranac Lake, New York, now have an easy way to skip the landfill and send their food scraps to the compost heap. Brittany Sternberg, store manager at Coakley Home and Hardware, signed up her store to be part of a bucket swap program with a locally owned company that creates compost for resale. Customers who want to be a part of the program pay a one-time deposit for a bucket. They take the bucket home, fill it with food scraps, then bring it back to the store where they can swap it for a clean, empty bucket and start the process over again. “This is a great idea for people who think it’s important to compost but just can’t do it in their own yards,” Sternberg says. “We had a better response than we anticipated and we are getting a lot of new customers because of it. It’s been a great boost for our greenhouse sales.”

Wax-It-All Food-Grade Wax

• Enhances beauty and protects surfaces to make them look better and last longer • Easy to Use - Simply rub the wax on, let it absorb and buff off any excess • Safe for indoor and outdoor countertop surfaces • Helps delay tarnishing and oxidation of bronze, copper, brass, and even wrought iron • Gives finishes a soft sheen and a smooth feel • Lock in the oils and waxes after using Howard’s other food-grade products • Great for woodworkers who need a hard, carnauba wax finish • Made in the USA with food-grade carnauba wax, beeswax and mineral oil

For Pricing and Information Call Howard Products, Inc. 800.266.9545 Or Visit Our Website www.HowardProducts.com

HARDWARE RETAILING | August 2020

Renee Zaman of Mazo Hardware partners with baker Stephanie Krueger (left) to provide tasty treats at a pop-up shop outside the store.

Hardware and a Tasty Treat Mazo Hardware in Mazomanie, Wisconsin, has a tasty partnership. Store owner Renee Zaman allows local baker Stephanie Krueger to set up a pop-up shop regularly in the hardware store’s parking lot. The mobile dessert shop sells sweets such as cupcakes, brownies, cakes and cookies. Krueger has a devoted following on social media, so fans go to the hardware store seeking treats, and hardware shoppers appreciate the opportunity to snag a sweet snack while buying home improvement supplies. “We love her products and our customers love them, too,” Zaman says.

The Height of Disruption THE 2020 TOP GUNS HONOREES ON W H AT I T M E A N S TO B E D I S R U P T E R S

or 13 years, the North American Retail Hardware Association (NRHA) has recognized retailers who are leading their operations in innovative ways through the Top Guns Awards. Whether they are focused on fine-tuning the customer experience, exploring new business endeavors or making the independent industry a career path of choice, each year sees a new group of retailers who are committed to making their operations and the industry better than they found it. Top Guns are continually dedicated to being ahead of the curve, using the inherent agility of independent retail to the ultimate advantage. Meet this year’s Top Guns on the following pages, then read their extended conversations, see photos of their operations and listen to their podcast episodes at TheRedT.com/top-guns-2020.

Will Aubuchon, W.E. Aubuchon Co. Inc.

Kevin Hancock, Hancock Lumber

As the fourth generation to lead W.E. Aubuchon Co. Inc., Will Aubuchon is spearheading innovation at his family’s business and within the independent industry at large.

Hancock Lumber owns timberland and operates sawmills to source its lumberyards. Kevin Hancock credits the company’s success to its focus on creating an enjoyable and fulfilling workplace.

Patrick Goebel, Star Lumber

Kirby Scales, Russell Do it Center

Star Lumber is a key industry player based in central Kansas. Patrick Goebel is helping his family’s business develop loyalty by homing in on the customer experience.

In central Alabama, Kirby Scales is heading up a focused growth strategy for Russell Do it Center, which currently operates nine stores, including home centers, building supply stores and a design center.

2020

Will Aubuchon

W.E. Aubuchon Co. Inc. was founded in 1908 by Will Aubuchon’s great-grandfather. Under today’s W.E. Aubuchon Co. Inc. leadership, the company still maintains the growth mindset of its founder, focusing on e-commerce and becoming a group of strong local hardware brands through acquisition.

Title: President and CEO Location: Massachusetts, Vermont, New Hampshire, Maine, Connecticut, New York Number of Stores: 104

Preserving and strengthening strong local brands that have served communities for many years is rooted in our fundamental belief that local matters more.

HARDWARE RETAILING | August 2020

Hardware Retailing (HR): Tell me a brief history of your company. Will Aubuchon (WA): In 1908, my great-grandfather founded W.E. Aubuchon Co. Inc. (WEA) when he purchased the hardware store he was working in at age 23. He then added 22 stores during the Great Depression. Starting in the 1960s, my grandfather added 79 stores and built a modern distribution center. The third generation, led by my dad (William E. Aubuchon III) and uncle (M. Marcus Moran Jr.), squared up against a flood of new big-box competition, started our acquisition program, identified digital as a priority and committed to a thoughtful succession plan. HR: What unique challenges do independent retailers face today? WA: One of the biggest challenges Aubuchon Hardware operates 104 stores in New England, which has been made possible by independent retailers face today four generations of leadership dedicated to strategic growth. is the same one that has plagued our industry from the beginning— e-commerce, digital marketing, create a safe shopping option for local scale disadvantage. The inherent human resources, finance and nonconformity of independent retail is customers played a key role. I believe accounting and more. convenient safety will continue to be a structural headwind. WEA is a great We added Lyndonville Hardware an opportunity that our industry can example. Though we are equivalent & Lumber at the end of 2019 as our leverage in the short term as new and to three or four Home Depot stores first brand. By the end of 2020, we existing customers think twice about revenue-wise, we still must compete should have all the pieces in place avoiding large groups at big-box stores. and solve for many of the same to easily scale the system for more My hope is that the independent challenges as The Home Depot, brands. Preserving and strengthening channel purposefully maximizes this a $110+ billion organization. strong local brands that have served pandemic-driven windfall to regain E-commerce is a critical challenge. Meeting customer expectations requires market share from the big boxes. I firmly communities for many years is rooted in our fundamental belief that local deep investment, talent and patience— believe that a clean, digitally capable matters more. something that is difficult to do even for local hardware store, staffed with large organizations, let alone those with knowledgeable and passionate people, can not only retain customers, but attract HR: What does being an industry scale disadvantage. Perhaps there has never been a more new ones in the next 10 years. disrupter mean to you? important time for the unifying power WA: Disruption forces you to prioritize of cooperatives, distribution partners, HR: How will your business expand and focus. For example, we have and associations like NRHA to exist. over the same timeframe? committed millions of dollars However, “Will it be enough?” is a WA: WEA is a family tradition that has (past, present and future) to build question that should inspire us all to persevered since 1908 by reading the hardwarestore.com into a platform to collaborate more and do better. tea leaves and making change. Along support modern consumer expectations those lines, we have recently updated for a group of strong hardware brands. HR: How do you think the industry our mission: “Building up a group of Are we executing our e-commerce will change over the next decade? strong local hardware brands.” and digital marketing perfectly? No. We are now preparing WEA to WA: The coronavirus pandemic But we are learning faster and doing become a group of brands, leveraging has resulted in a windfall for the more than ever before—I believe a common operating system for channel, and certainly the ability of this disruptive mindset will make all POS, inventory management, loyalty, independents to quickly adapt and the difference. August 2020 | HARDWARE RETAILING

2020

Patrick Goebel Star Lumber

Star Lumber was founded in 1939 by Earl Goebel, a builder with an entrepreneurial spirit. Today, the company is led by the third generation, including president Patrick Goebel. Star Lumber’s focus is on building loyalty through the customer experience.

Title: President Location: Kansas and Oklahoma Number of Stores: 2 retail stores; 3 professional service centers

Connecting with customers, building loyalty through constant contact and creating a different experience than they will find in cookie-cutter national operators is a huge opportunity.

HARDWARE RETAILING | August 2020

Hardware Retailing (HR): How did you get involved in the business? Patrick Goebel (PG): After finishing 8th grade, my dad started having me report to work to do whatever odd jobs they could find and I continued to work at a variety of roles throughout high school. After college, I was a CPA for a few years before applying for a role that would allow me to return to Star. I found that working in the family business, building something was much more satisfying than offering opinions on financial statements. HR: What unique challenges do you think independent retailers face in today’s market? PG: Change continues to exponentially get faster. I believe there are a ton of opportunities for independents to carve out their niches and serve customers, but your team must constantly be looking for the next thing. Independents are nimble enough to change faster than some of the larger national retailers for their specific markets and customers. The distribution channel both on the purchasing side as well as customer delivery is a scary tightrope to walk.

HR: What are some key opportunities independent retailers have? PG: Connecting with customers, building loyalty through constant contact and creating a different experience than they will find in the cookie-cutter national operators is a huge opportunity. We constantly look for ways to add value to our products, and so if we believe Amazon can do it as well as we can, we either need to figure out a way to add value to it or plan on not doing that in the future. This realization hit me when a friend of mine left his corporate job to open a running shoe store. I told him he was crazy and that everyone was ordering running shoes online. However, he was extremely successful and even opened a second store. He did it by building an awesome running community that the entire city rallied around. I constantly try to think of how can we do that in our world. HR: How do you think the industry will change over the next decade? PG: I think those just selling on price alone will continue to gravitate toward

online purchases. We don’t believe that is a battle we have the resources to win. We would like to create an online experience for our customers but have local interaction and service be an important component. I believe people will continue to look for professionals to help them get their projects done, so we are really focused on building strong relationships with remodelers and builders to deliver an outstanding experience to that homeowner. HR: How will your business expand in five to 10 years? PG: Ninety percent of what we sell is through a professional, however, we work very hard to be a part of that experience with the end user. We will continue to grow that opportunity. We will continue to try to refine our model to grow geographically. We are also very focused on lean processes and evaluating all the ways we add value to make sure we are doing so more efficiently than anyone else. HR: What impact do you think the pandemic has had on the industry? PG: The COVID-19 pandemic has helped people find value in investing in their home, so we should be prepared to help them do it. On the employee side, we are constantly communicating and we do temperature checks daily at all the locations to emphasize to employees we are serious about them not coming to work sick. HR: What does being an “industry disrupter” mean to you? PG: Industry disrupter is anything that renders your current way of doing business and adding value obsolete. In our lifetime, we have seen many things around us be rapidly disrupted. Our industry so far has been a little different, but no one is immune. As independents, we are most vulnerable in the area of efficiency, and it is important that we constantly invest in our enterprise resource planning systems as well as training for our teams. We are constantly looking for ways of adding service to the transaction without increasing costs.

Star Lumber is a competitive pro-focused operation in central Kansas that is fueling growth by continually finding new ways to add value to the customer experience. August 2020 | HARDWARE RETAILING

2020

Kevin Hancock Hancock Lumber

Kevin Hancock is part of the sixth generation of his family to lead Hancock Lumber, which was founded in 1848. Today, the company owns timberland and operates three sawmills to support nine lumberyard operations in Maine and New Hampshire.

Title: President and CEO Location: Maine and New Hampshire Number of Stores: 9

People want meaning in their work. We must make the work experience compelling, exciting and meaningful for the people who do it.

HARDWARE RETAILING | August 2020

Hardware Retailing (HR): How did you get involved in the business? Kevin Hancock (KH): I grew up around the business, of course, and worked there over the summers. After college, however, my interest was in teaching and coaching. I taught American and Russian history and coached basketball at a college preparatory school in Maine. After

you different and valuable in a way that isn’t easy to replicate. Product is easy to get, so the value proposition has to be something more than just product. Second, I think you need an employee engagement strategy that makes work meaningful for your employees. If work is purely an economic exercise for your team, it’s very difficult to recruit and retain talented people.

Hancock Lumber owns timberland and operates its own sawmills to serve its nine lumberyards. The company has been recognized as one of Maine’s Best Places to Work for six years running.

teaching for three years, my dad (who was running the company at the time) was diagnosed with cancer. That summer I ended up coming to work for the company. I started on the sales counter at one of our stores and here I am 30 years later! HR: What unique challenges do you think independent retailers face in today’s market? KH: First, I think it’s having a unique niche in your community that makes

Finally, I think companies today need a compelling mission that is greater than just selling stuff or making money. Employees and customers alike are looking to belong to organizations that serve a higher purpose. HR: What are some key opportunities independent retailers have in the short term? KH: Agility and intimacy are the key assets that independent retailers have in their local markets over larger

national competitors. As independent retailers, we can adjust very quickly and in ways that uniquely fit an individual customer or community. It’s hard for national organizations to function that way. HR: What do you think the industry will look in the next five to 10 years? KH: I think the employee proposition is going to change a lot. People want meaning in their work, and they also want competitive pay and flexibility. In 10 years, I don’t think we can expect employees to just show up to work in our industry. We must make the work experience compelling, exciting and meaningful for the people who do it. I also believe that self-service is going to become a bigger trend. The ability to shop from home and find what you want quickly are emerging as must-haves for shoppers. Services will become more important than products. HR: How did you address the pandemic in your operation? KH: We have had a very positive experience so far. We never closed and we have all been working on-site. Our focus from the beginning has been cleaning and spacing. We have been able to space every function in our company at all levels. Productivity and safety and accuracy have all actually improved a bit during this period. Our employees have appreciated the sense of normalcy that coming to work every day allows. As a result of our experience, I believe it is possible to work and be virus safe. I don’t believe generally that America needs to stay home to be safe. HR: What does being an industry disrupter mean to you? KH: Being a disrupter to me is really about being entrepreneurial with your company. It’s about paying attention to how humanity is looking to evolve and to constantly be adjusting your business model to fit the future not the past. Disruption is good because it forces innovation, change and progress.

August 2020 | HARDWARE RETAILING

2020

Kirby Scales Russell Do it Center

A chance opportunity at a family friend’s hardware store was the beginning of what would become a lifelong career for Kirby Scales. Today, he manages operations for Russell Do it Center, which has nine locations in central Alabama.

Title: General Manager Location: Alabama Number of Stores: 7 home centers; 2 building supply stores

Most customers expect us to be heavily involved in their projects—we are no longer just an order-taker.

HARDWARE RETAILING | August 2020

Hardware Retailing (HR): Tell me a brief history of your business. Kirby Scales (KS): Russell Lands is a multidisciplinary company based in central Alabama. It was founded in the mid-1800s with a mill and has grown over the last nearly 200 years to include residential communities, recreational spaces and facilities, real estate, restaurants, conservation and more. In 1984, Russell Lands acquired Russell Building Supply, and since then, the home improvement division has grown into nine home center and lumberyard locations throughout central Alabama along with a design center. Our division has over 200 employees. Across our stores, we serve DIYers, remodelers and professional contractors. HR: What unique challenges do you think independent retailers face in today’s market? KS: One specifically unique issue is how far do we dive into an online presence? Our customers still want to “touch and feel” a lot of the products we sell, but on the other hand, you don’t want your business to become a dinosaur. Our main struggle is on the building materials side of our business, which in my mind helps drive retail. It is much easier to offer hardware, grills, coolers and lightbulbs, but how do you offer commodities in a price-sensitive market? Specifically lumber—there are so many variables in that category. Do you open yourself up to having to be the lowest price every time to be awarded the job? We know we need to satisfy the online consumer, but if we continue to have success in our traditional brick-and-mortar location, the subject seems to keep getting pushed aside. We all know it is the elephant in the room. We currently offer online purchasing, but not all categories. One of our goals is to commit and find our “sweet spot” in the lumber and commodity portion of our business model. Customer interaction is still key to our industry.

HR: What do you think the industry will look in the next five to 10 years? KS: Our industry is slow to react and much of our customer base does not embrace change. I think even more responsibility will be placed on us to know what the customer needs and to help them through their projects. Most customers expect us to be heavily involved in their projects—we are no longer just an order-taker.

HR: How have you been addressing the pandemic in your operation? KS: The pandemic has not impacted our plans; in contrast, we have prospered through it. We have taken the same precautions as other retailers: social distancing, plexiglass shields at checkout, frequent hand-washing and customer limits and numerous other safety measures.

Russell Do it Center, a nine-store operation in central Alabama, tailors the customer experience to each community where its stores are located and makes project knowledge a priority.

HR: What are some opportunities independent retailers have in the short term? KS: With many customers working on home projects right now, independents have the opportunity to gain market share with people who may typically shop at big boxes, but feel more comfortable in their local store because it is more convenient and they are comfortable with the staff. If they have a good experience at an independent business compared to what they are accustomed to, perhaps they will return in the future.

HR: What does being an “industry disrupter” mean to you? KS: I’m not sure how much of a disrupter we are or will be in the future but we listened to our customers and heard over and over about the skilled labor shortage, so we have tried to contribute to a solution. Customers want the job to get done on schedule, at a fair price and to a high standard. We have not been afraid to try products that other retailers may be uncomfortable dealing with. Hopefully we will continue to have success in this area and expand our product offering.

August 2020 | HARDWARE RETAILING

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Ben Houser (left) and Jillian Smith have gained valuable experience through their first jobs at King’s Ace Hardware.

HARDWARE RETAILING | August 2020

C O V E R

S T O R Y

First Chances H OW YO U C A N F I N D A N D D E L I V E R VA L U E BY HIRING YOUNG PEOPLE

BY K AT E K L E I N

KKLEIN@NRHA.ORG

en Houser was 16 years old when he interviewed for a job at King’s Ace Hardware in Billings, Montana. He had zero work experience and knew nothing about hardware, but he wanted to earn some cash. King’s Ace hired Ben and he started learning a lesson he will use for the rest of his life: how to be a good employee. Five years later, Ben is now working his way through college and training new hires at King’s Ace to excel at their first jobs, too. Many independent retailers shy away from hiring teenagers because they don’t want to spend extra time training and coaching employees who may not fully understand what it means to work hard. Other business owners recommend giving kids a chance as a way to invest in the futures of their communities. Read on to hear from retailers who talk about the value of offering first jobs to the youngest generation in the workforce. You’ll also find the perspectives of some of their youngest hires on what they’ve learned from their experiences on the job.

August 2020 | HARDWARE RETAILING

Why Hire Young Workers? King’s Ace recently opened its sixth store in Billings, and hired seven high school students before the doors opened to customers. The chain has 30 high school and college students on the payroll. Jack Dobbins, who oversees human resources for the operation, says teens fulfill a practical need for the growing business. The stores are open 84 hours a week and need to be fully staffed. Store managers have the flexibility to schedule teens in the evenings and on weekends when they’re not in school, giving seasoned workers day shifts if they prefer. Sharona Eiserer, co-owner of Wood Shed Lumber & Hardware in Carrollton, Missouri, currently has seven high school students on staff. “You have to invest in your business and you have to have young people coming up in the business to keep progressing,” she says. “Employees can’t be a dying breed.” But at King’s Ace and Wood Shed Lumber, hiring teens isn’t only about staffing. “You have to invest in people,” Dobbins says. “I had great mentors who helped me so much and I feel a responsibility to give back. You have to make mistakes to learn, and we all make them. We provide our teens with an opportunity to work in a safe, hands-on learning environment, where they build a foundation that can last the rest of their lives.” Eiserer also values her first job and the positions she can now offer young people. “I’m just so thankful that somebody believed in me and gave me an opportunity when I was 15,” she says.

Jillian Smith works at the paint counter at King’s Ace Hardware.

6 Tips for Hiring Teens Jason and Melanie Haley, who own Ace Hardware of Clarkston in Clarkston, Michigan, take pride in hiring and training teenagers for life beyond jobs at their store. They believe providing a first job is a public service. Jason Haley offers the following tips and thoughts on hiring the youngest generation in today’s workforce.

01 Consider that the kids aren’t the problem. “As society evolves and each generation becomes wealthier, humankind and the media seem to support a fading work ethic. We feel an obligation to help parents instill a great work ethic in teens. We’ve gotten handwritten notes from our employees, thanking us for the honor of working for us. We feel very blessed to make a difference in these young people’s lives.”

02 Don’t misjudge a lack of work history. “If somebody’s 19 and hasn’t worked a job, it might not be because they’re entitled. It might be because they have had other priorities.”

HARDWARE RETAILING | August 2020

An employee at Ace Hardware of Clarkston expressed her gratitude to store owners Jason and Melanie Haley for offering her first job.

03 See the value you offer. “You have to think of hiring teens as giving back to your community. For local owners who work in the store, this is one way you can give back to the community by giving the young people the skills and character that they will carry with them their entire lives.”

04 Don’t throw them to the wolves.

05 Give them a chance. “We’ve taken chances on some people who have been quite shy. They’ve become some of the most outgoing people on staff because they’ve come out of their shells. We take a much deeper personal interest in the young employees because we can mold them.”

“The best thing we do for young 06 Scholars and athletes know how to work. employees is lead by example. We don’t just order them around. We, as the owners, “Find students who are involved in high will sit them down and ask how things are school activities that challenge their thinking. going and how we can help.” Those teens seem to be the best fits for us.”

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Ben Houser has learned the value of personalized customer service at King’s Ace Hardware.

Training on Basics Younger employees often need extra training on the basics of working in retail. Dobbins and other experienced workers who train firsttime employees at King’s Ace take the time to explain basic work principles because everything is new to young people who are just joining the workforce. “They’re intimidated, even walking through the W-4 forms,” Dobbins says. However, those training conversations can be quick and conversational. Dobbins provides one-on-one orientation with each new hire, regardless of age. When working with students, he explains what it means to show up on time and how to communicate scheduling needs with managers. “You have to talk about developing a work ethic and how each employee affects fellow associates,” Dobbins says. “When someone calls in sick or is absent, it affects staffing and customer service. When you take a job, you are making a commitment. It’s important to emphasize that to new employees if it’s their first job.” Eiserer has similar conversations with students she hires. “Not everybody understands that if you’re scheduled at 8, to come in at 7:30 or 7:45,” she says. “I’m getting to be their boss and their guidance counselor, at times. I tell them, ‘If you go somewhere else to work, I want you to impress them.’” However, hiring young employees can strengthen your business when the workers bring new ideas, enthusiasm and an aptitude for learning quickly. 56

HARDWARE RETAILING | August 2020

“You have to think of hiring teens as giving back to your community. For local owners who work in the store, this is one way you can give back to the community by giving the young people the skills and character that they will carry with them their entire lives.” —Jason Haley, Ace Hardware of Clarkston

“Sometimes you spot the glimmer that they want more. They can be like sponges,” Eiserer says. “They’re wanting to know, ‘What can I do next?’ They’ve got that drive. You think, ‘Oh my goodness, how am I going to keep up? How can I challenge this kid so they don’t get bored?’”

What You Give When Ben started working at King’s Ace, he worked in the back room building grills. A new manager pushed him and the rest of the team to be more productive and identify and meet needs within the store. Ben accepted new responsibilities, learning to work on the salesfloor and drive delivery trucks.

He learned about answering the phone professionally and serving customers, and he grew as an employee. “At first, I didn’t have any motivation to go out and help customers and do anything more than the assistant manager told me to do,” Ben says. “Then I saw the people who were able to produce more and worked harder in order to earn their keep. I discovered it was definitely more exciting to have more responsibility.” In 2019, King’s Ace affirmed his growth by promoting him to shift supervisor.

HARDWARE RETAILING | August 2020

“I considered myself reliable prior to being hired, but I definitely have improved,” Ben says. “There are certain things I’m being counted on to get done. The new responsibilities add a lot more to the job. I feel like I have more say in the way the show runs. It feels like I’m a valuable asset to the company.” Jillian Smith, a 17-year-old high school student, started working for King’s Ace Hardware to earn extra money and save up to buy a car, but she has discovered that she has gained far more than that.

“I’ve learned about customer service and calming down people who have a problem and are frustrated,” Jillian says. “I love helping people and making their day better.” She has also learned about an array of product categories that will help her with home maintenance someday. Jillian plans to join the military after high school, which means she won’t work at King’s Ace as long as Ben has. But both young employees have served the company and gained valuable skills and experience in the process.

Training new hires is now part of Ben’s job. Coaching them on showing up to work reliably is part of training, and is an area Ben thinks employers should provide some grace for when it comes to first-time employees. “A lot of unreliability stems from lack of work experience. They haven’t had the same opportunities or the same kind of drive as people who’ve had more than one job,” he says. “If you’re willing to hire the younger demographic, you have to stick it out and give ample opportunities to learn. Simple reminders help.”

At King’s Ace Hardware, Ben Houser and Jillian Smith have learned important skills they will use for the rest of their lives.

August 2020 | HARDWARE RETAILING

C A T E G O R Y

S P O T L I G H T

Back to the Garden HOME GARDENS ARE SPROUTING NEW SALES OPPORTUNITIES BY TO D D TA B E R

T TA B E R @ N R H A . O R G

or many home improvement shoppers, stay-at-home orders amid the pandemic have offered the perfect opportunity to start or revive a home garden. With more people spending time outdoors and seeking to limit their trips to the grocery store, home gardening has been a particularly active niche for retailers during the pandemic. The Home Improvement Research Institute recently updated its Size of Home Improvement Products Market report to account for sweeping channel shifts. According to the report, “nursery stock and soil treatments” and “lawn and garden equipment and sales” are the only two home improvement categories expected to see sales rise in 2020. The boost is small, but made

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HARDWARE RETAILING | August 2020

possible almost entirely through increased DIY spending, the report notes. Jim Griesemer, retail operations coordinator at Rohrer Seeds in Lancaster, Pennsylvania, has seen home garden sales grow this spring. He believes these sales point to new connections with young customers, connections he hopes to cultivate for years to come. “I think gardening skipped a generation,” Griesemer says. “We’re seeing a lot of younger customers come in and say their grandparents gardened, but they’re completely new to it. It gives us an opportunity to start fresh and help new customers.” Discover how he and his team are ensuring shoppers get all the home garden products they need and grow new roots with old traditions.

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Time to Grow Griesemer says he and his team always anticipate strong sales in the spring, but 2020 has been an unprecedented year, thanks to a number of key factors. In January, the company boosted its e-commerce offering by joining a new sales platform, simplifying the online sales process for customers and employees. The company also updated its website to be more user-friendly. Alongside tech upgrades, Pennsylvania saw a mild winter and early spring. “Home improvement stores were designated as essential businesses at the beginning of shutdown orders, so we were able to stay open. Initially, customers hesitated to come in, but sales started picking up quickly,” he says. “It’s been an amazing season for us.” Griesemer estimates Rohrer Seeds

completed more than 1,000 in-store pickups thanks to its new e-commerce portal, website update and customers’ blooming interest in home gardens. That figure is on top of the steady flow of shoppers who visited the business in person. With the influx of new customers, gauging shoppers’ skill and comfort levels is crucial to not only connect them with the right home garden products, but ensure their new home garden projects are a long-term success. “We have about 40 racks of seeds lining our walls, starting with flowers and herbs and then vegetables,” he says. “When customers first come in, they sometimes have a look of bewilderment, so I work with our staff to not only welcome new customers, but to talk to them straight away to understand where

they are with home gardening.” At Rohrer Seeds, one of the key lessons the team is trying to impart to new gardeners is to start small with seeds that are easy to grow and have graced gardens for generations. The team is finding big interest from shoppers in growing sweet corn, but the crop can prove complicated for a novice gardener. “We try to steer new gardeners to easier crops to grow,” he says. “One of the traits that sets Rohrer Seeds apart is our staff’s knowledge. So we’ll work with a shopper to understand how difficult it can be to grow certain crops. We won’t discourage anyone, but we try to educate them.”

Continued on Page 66

Jim Griesemer, retail operations coordinator at Rohrer Seeds in Pennsylvania, is welcoming new gardeners and helping them establish simple, productive home gardens.

August 2020 | HARDWARE RETAILING

Keep

SALES GROWING

R an d e s o ce s ur

HARDWARE RETAILING | August 2020

“Planting cover crops before fall has a number of benefits for any garden,” Griesemer says. “They can replenish organic matter in the soil to make a garden stronger for the next season, and having cover crops prevents soil and nutrients from washing away.” Some customers may need extra education on the importance of cover crops, so he recommends familiarizing you and your team with a few common options, including wheat and rye. Many cover crop seeds come in large bags, so consider breaking those down into smaller sizes for home gardeners.

As Rohrer Seeds aims to increase its food preservation inventory in the months ahead, one resource already in stock is proving popular with customers: books on gardening and harvesting produce. “We do have books and other resources on sale, and they can really help customers brainstorm new ideas for their gardens and decide what they want to start planting as their skills and confidence grow,” Griesemer says.

g Su p

er Crop v o s

nin

lie

“We’re definitely going to stock more canning supplies after seeing the customer interest this season,” Griesemer says. “Five or 10 years ago, it wasn’t a priority for the store. But with the resurgence in home gardening, canning and food preservation products are definitely something we’ll add.” Canning products include mason jars, pots, cheesecloth, mixing bowls and tongs. Additionally, customers will need pectins and items to increase acidity, like lemon juice or vinegar. For preserving fruits, be sure to stock sugar and honey as well to add sweetness.

Ca n

“To continue the category’s momentum into the fall, one of the things we’re pushing is brassicaceae family crops, like cabbage, cauliflower, broccoli, brussel sprouts and kale,” Griesemer says. “If a gardener wants to continue cultivating those into the fall, now is the time to start planting them.” Fall gardening doesn’t only include brassicaceae crops. Many gardeners can aim to grow snow peas, sugar peas and pole peas in early fall and continue their home garden purchases through an extra season, he says.

Book

egetabl ll V

Don’t let lawn and garden sales go fallow in the fall. Griesemer plans to keep sales going by anticipating customers’ home garden needs for autumn. Discover some of the plants and products he says can extend home garden sales into the cooler months ahead.

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Roots Run Deep Griesemer says one of the most rewarding aspects of helping customers establish a new garden is the ongoing engagement. The company is getting more calls and emails to help home gardeners troubleshoot problems with their crops. Offering guidance through these kinds of problems is one simple way to enrich the relationship between retailer and customer. Another aspect of customer outreach that has grown alongside home garden sales is Rohrer Seeds’ email marketing. After starting e-commerce sales with Shopify, the team is now using that platform’s built-in email marketing program to advertise directly to shoppers. “We’ve used that two-fold: we’ve used it as an educational piece to help gardeners understand when to plant certain crops, as well as a marketing piece to boost internet sales,” he says. Griesemer’s team is flexing its creative muscles, crafting messages that cater to shoppers’ current needs and upcoming goals. A recent eblast centered around pumpkins and included information on when and how to successfully grow them alongside staff picks of three pumpkin varieties. Another home and garden resource available to Rohrer Seeds customers is its blog, which is regularly updated with content from employees. These blog posts are short but packed with tips and tricks from the team.

HARDWARE RETAILING | August 2020

We’re seeing a lot of younger customers come in and say their grandparents farmed, but they’re completely new to it. It gives us an opportunity to start fresh and help new customers. —Jim Griesemer, Rohrer Seeds

“We have such an educated staff, it’s is an easy way to share information and post photos from our store,” he says. As home garden sales bloomed amid the pandemic, Griesemer and his team are beginning to consider how they can solidify shoppers’ interest in the category. he plans to add in-store classes to ingrain extra gardening insight into new customers as soon as it’s safe to do so. “Those classes will be one way to fill the generation gap,” Griesemer says.

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S E R I E S

Lowe’s A N I N - D E P T H LO O K BY K AT E K L E I N

KKLEIN@NRHA.ORG

owe’s is making a comeback before it needs one. The company has been busy since 2018, restructuring its executive team, shedding side ventures and reevaluating its approach to serving professional customers.The retailer is refocusing on growing its core U.S. operations, igniting an internal revamp to improve an already solid business. Lowe’s has cemented its place as the secondlargest home improvement retail operation in the U.S., trailing Home Depot in net sales since 1989. Both Lowe’s and Home Depot grew their store counts and sales rapidly in the 1990s and early 2000s, dabbled in acquiring subsidiary businesses, tested overseas markets and weathered the economic downturn in 2008. Neither company faltered long during and after the Great Recession; they both slowed their growth and saw sales dip, then bounced back. Now, Lowe’s leadership has set out to gain market share by improving what the company is good at while upgrading the way it serves professional customers and refreshing its e-commerce presence. Read on for a glimpse of Lowe’s history, recent initiatives and insight into its strengths and weaknesses.

What We’ll Cover 70 A Snapshot of Lowe’s 72 Lowe’s Past and Present 76 Timeline: 1921 to the Present 77 An Expert’s View

The information in this 360-degree overview was gathered from a variety of sources that are attributed throughout.

August 2020 | HARDWARE RETAILING

L OW E ’ S : PA S T A N D P R E S E N T

Lowe’s has adapted for decades, now evolving to serve customers through a pandemic.

Lowe’s is a resilient company. The home improvement retailer began as a single hardware store in 1921,1 which was shortly after the end of World War I. Its founder, Lucius Lowe, opened North Wilkesboro Hardware Co. in North Carolina.2 He kept the operation going through the Great Depression and until his death. Eventually, his son James Lowe took ownership and became business partners with his brother-in-law Carl Buchan.1,3 Buchan imagined Lowe’s as a chain of hardware stores and ambitiously expanded the operation, taking advantage of a post-World War II housing boom.3 For decades, Lowe’s customers were primarily professional contractors who were working to keep up with high demand for new home construction.

HARDWARE RETAILING | August 2020

Buchan bought out James Lowe in 1952 and led the company’s growth to 15 stores, but died suddenly in 1960 at age 44,3,4 ushering in a time of uncertainty for the business. Buchan’s executive team had been involved in conversations about converting the company into an employee-owned operation, but Buchan was still owner when he died and the leadership team’s primary priority after his death was to keep the business afloat.3 Leonard Herring, who oversaw finances for the company at the time, describes the period following Buchan’s death as the “most hectic 12 months of my life.”5 Herring and a team of four other executives worked with Buchan’s widow, the executors of Buchan’s estate and outside investors to find a way for the team to continue operating the business instead of watching it fail or selling it.5 To finance buying out Buchan’s stock, they took the company public in 1961.3 They overcame the challenges of Buchan’s death and led Lowe’s to further growth. Herring became president and CEO in 1978,6 overseeing Lowe’s transition to large big-box stores in the 1980s and a new focus on DIYers. Before Herring retired in 1996, the company grew to 365 locations and was expanding only through large-format stores.8

Lowe’s 1995 annual report says, “Since 1989, the Company has been implementing a store expansion strategy to transform the Company from a chain of small stores into a chain of destination home improvement superstores.”7

Lowe’s now serves a primarily DIY customer base, but has made shifts in recent years to refocus on capturing the pro market.

The early 2000s continued as a time of growth for the company, with the economic downturn of 2008 barely slowing Lowe’s momentum. From 2000 to 2005, the company more than doubled its sales, growing from nearly $19 billion in net sales to about $43 billion.9 The company surpassed 1,000 locations in 2005.9 Sales hit a high of $48.3 billion in 2007, dipped only 2 percent in 2009 and beat pre-recession numbers again in 2010.9

“Since 1989, the Company has been implementing a store expansion strategy to transform the Company from a chain of small stores into a chain of destination home improvement superstores.” —Lowe’s 1995 annual report

At the same time, the retailer continued opening stores and dabbling in new ventures, despite the slowdown in construction and high unemployment. It entered the Canadian market in 2007 and opened stores in Mexico in 2009.10 Between 2011 and 2016, the company started and ended a partnership with an Australian home improvement company.9 Lowe’s also expanded through acquisitions, such as the 72-store Orchard Supply Hardware chain in 2013.9 In 2016, the company bought RONA, a Canadian home improvement company with more than 430 locations, for $2.3 billion.11 The company also launched new technology projects, such as store robots and virtual reality experiences for employee training, through its technology program, Lowe’s Innovation Labs.12

August 2020 | HARDWARE RETAILING

IN 2019, LOWE’S NET SALES HIT

LOWE’S HAS 1,728 STORES LOCATED ACROSS THE U.S. AND 249 STORES IN CANADA

$72.1 BILLION SINCE 1989,

NO .2

WHEN RANKED BY SALES, LOWE’S IS SECOND ONLY TO HOME DEPOT IN THE INDUSTRY

#1 HOME DEPOT #2 LOWE’S HOME DEPOT’S SALES HAVE BEATEN LOWE’S

AN AVERAGE LOWE’S STORE’S SELLING SPACE

#3 MENARDS

CURRENT PRESIDENT AND CEO MARVIN ELLISON WAS CONSIDERED ONE OF THREE CANDIDATES FOR CEO AT HOME DEPOT BEFORE HE ACCEPTED THE TOP EXECUTIVE ROLE AT J.C. PENNEY IN 2014.

IN 2018, LOWE’S STARTED GENERATION T, A PROGRAM ENCOURAGING HIGH SCHOOL STUDENTS TO CONSIDER CAREERS IN TRADES SUCH AS PLUMBING, ELECTRICAL AND HVAC.

LOWE’S INNOVATION LABS HAS DEVELOPED VIRTUAL REALITY TRAINING FOR EMPLOYEES AND VIRTUAL PROJECT INSTRUCTIONS AND PRODUCT DEMONSTRATIONS FOR CUSTOMERS.

LOWE’S GOT ITS NAME FROM THE LOWE FAMILY, WHICH FOUNDED THE COMPANY IN 1921 AS A SINGLE STORE. JAMES LOWE SOLD THE BUSINESS HIS FATHER STARTED TO HIS BROTHERIN-LAW CARL BUCHAN. BUCHAN’S VISION WAS TO EXPAND THE COMPANY INTO A LARGE CHAIN.

Sources: Public filings, lowes.com, the Atlanta Business Chronicle, lowesinnovationlabs. com and “My Link in the Chain” by Leonard Herring

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L OW E ’ S : PA S T A N D P R E S E N T

Lowe’s direction shifted somewhat with a leadership change in 2018. Robert Niblock, CEO and chairman of 13 years,13 retired and the company replaced him with former Home Depot executive Marvin Ellison.10 Ellison had worked for 12 years at Home Depot, leaving an executive vice president role after a CEO change and going to J.C. Penney. He spent about four years working on a turnaround for the struggling department store chain14 before taking the top executive position at Lowe’s. Under Ellison, Lowe’s has reframed its growth plans. In less than two years, the company has restructured its executive leadership team, aiming for simplified roles.

Business Insider, Aug. 19, 2019 Business North Carolina, June 6, 2017 3 Business North Carolina, Oct. 27, 2011 4 Wilkes Journal-Patriot, Nov. 21, 2016 5 “My Link in the Chain” by Leonard Herring 6 Wilkes Journal-Patriot, Dec. 2, 2016 7 Lowe’s 1995 annual report

It has also closed underperforming stores, exited the Mexican market, shut down all 99 Orchard Supply Hardware locations and begun energetic plans to regrow its professional customer base.9 The goal: A strategic refocus on improving and growing Lowe’s U.S. home improvement operation. “Our top priority in the third quarter was positioning Lowe’s for long-term success by identifying underperforming or non-core businesses and stores for divestiture,” Ellison says in a 2018 statement. “With our strategic reassessment substantially completed, we can now intensify our focus on the core retail business.”10

Careers.lowes.com Multiple Lowe’s annual reports 10 Lowes.com 11 The New York Times, Feb. 3, 2016 12 Lowesinnovationlabs.com 13 CNBC, March 26, 2018 14 The Wall Street Journal, May 22, 2018

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Hardware Retailing has more to offer online for a true 360-degree look at Lowe’s position in the home improvement marketplace, as well as the company’s strengths and weaknesses. Find the following extra features at TheRedT.com/lowes.

SWOT Analysis Lowe’s has been successful for decades, but operates in a competitive marketplace with strong contenders among big-box and independent retailers. Take a closer look at a breakdown of many of Lowe’s strengths, weaknesses, opportunities and threats as the company continues to grow.

Lowe’s Financials Lowe’s has seen steady sales increases since beating pre-recession numbers in 2010, but its number of stores has varied due to acquisitions, closing underperforming stores and exiting the Mexican market. View five years of year-over-year comparisons of Lowe’s sales growth and changing store counts.

Expert Perspective Hear from Warren Shoulberg, a retail industry observer and a contributing writer to a variety of business publications, such as Forbes. Shoulberg shares insight with Hardware Retailing about Lowe’s current position and where it can go next.

Lowe’s vs. Other Big Players Lowe’s largest U.S. competitors are Home Depot and Menards, which are both strong and growing enterprises. Check out 360-degree views of both companies, then take a look at how their growth has compared to Lowe’s over time.

L OW E ’ S T I M E L I N E

1921 Lowe’s originates in North Carolina as a small-town hardware store named North Wilkesboro Hardware Company.

1952 Lowe’s is incorporated in North Carolina.

1979

1961

Lowe’s begins trading on the New York Stock Exchange.

Lowe’s becomes a publicly traded company.

2015

1982 The company hits $1 billion in sales for the first time.

2007

1994

The company opens its first stores in Canada.

Lowe’s begins expanding with stores only larger than 85,000 square feet, beginning to look like the company it is today.

2013

2016

Lowe’s buys the assets of Orchard Supply Hardware, which had 72 locations at the time.

Lowe’s acquires RONA, a Canadian home improvement company with more than 430 locations, for $2.3 billion.

2018 Lowe’s announces plans to exit Mexico, closing all of its stores in the country, and shuts down its 99 Orchard Supply Hardware stores in California, Florida and Oregon.

2015 Sources: “My Link in the Chain” by Leonard Herring, Lowes.com and public filings from the company

HARDWARE RETAILING | August 2020

2018 New CEO and president Marvin Ellison guides the beginning of a company overhaul, starting with its executive team and refocusing on enhancing Lowe’s core U.S. business.

Lowe’s Progress Today Expert Perspective: Where the Company Is Headed Jonathan Matuszewski is a vice president at Jefferies, an international financial services company. He covers the hardlines retail sector, including companies in home improvement, home furnishings and consumer electronics. Hardware Retailing (HR): How are recent company changes improving Lowe’s? Jonathan Matuszewski (JM): We haven’t seen this amount of change going on at the organization in a long time, beginning about two years ago with bringing in Marvin Ellison as the new CEO, followed by other new hires. New talent, the sense of urgency to bring positive change to the company and efforts to improve a lot of deficiencies in systems and protocols are positives for the company. Lowe’s is pursuing the standard tenets of a retail turnaround strategy. Ellison is looking to take a honed, strategic focus on the U.S. business. They’re looking to simplify the Canadian banners. They’ve closed over 85 underperforming stores since Ellison’s been on board. That’s going to improve the overall profitability profile of the U.S. business going forward. HR: Do you view the company as needing a turnaround? JM: It’s a turnaround in terms of internal talent and systems and processes to capitalize on a pretty supportive macro backdrop. Clearly there’s some near-term uncertainty with everything going on with COVID-19, but Lowe’s is seeing robust growth as people are doing DIY projects. Lowe’s is also benefiting from household appreciation, lower interest rates, millennial household formation and a healthy spending stream from aging baby boomers. Lowe’s historically hasn’t been able to capitalize on some of those industry tailwinds but new talent, priorities and initiatives are helping.

HR: What are examples of new initiatives? JM: In Ellison’s first few months as CEO, he went into stores and tried to get a sense of why pros weren’t shopping there. Historically, the pro customer has viewed Lowe’s as more of a fill-in trip and not their complete destination for a job. Basic changes for Lowe’s have included adding more job lot quantities at volume discounts to appeal to a pro customer, who needs larger quantities of goods than DIY customers and expects some level of discount for purchasing at those levels. Lowe’s is adding more pro department supervisors. The pro, for Lowe’s, is eight times more valuable than the DIY customer. These efforts to grow pro spending are trying to drive sales productivity at the store level. We’re going to see a big emphasis on the Lowe’s pro loyalty program. The new program has been rolled out and has some upgrades that could be pretty powerful in terms of reengaging existing pro customers or acquiring new ones. Management is already seeing momentum with new pro customer acquisition. They’ve improved their stores and product assortment. There’s more work to do, but they want to reach out and reengage lapsed or new pro customers and let them know that they have the in-stock inventory levels and they’re adding new brands focused on the pro. HR: Home Depot’s 2019 sales were $110 billion and Lowe’s were $72 billion. Why is Lowe’s so far behind? JM: A lot of it goes back to the pro. If you take a look at some of the statistics that Home Depot and Lowe’s have shared about their pro penetration and pro spending attributes, that’s one of the reasons why Home Depot’s boxes are significantly more productive. The last time we got an update from Home Depot, they said their average pro spent around $6,000 a year. At Lowe’s, the average pro spent around $2,250 per year. Only about 4 percent or so of Home Depot’s customers may be pros, but those are actually accounting for 45 percent of sales. Pro is king and always has been. Now we’re starting to see some interesting things Lowe’s is doing on the pro side to try and close that gap.

August 2020 | HARDWARE RETAILING

O P E R A T I O N S

Sales Boost 3 W AY S T O I N C R E A S E T R A N S A C T I O N S I Z E BY JESSE CARLETON

ncreasing sales doesn’t always require a major capital investment. You can use tools you already have, which is what Victoria Cook-Cranton, floor manager at Annapolis Home Hardware Building Centre (AHHBC), has discovered. Cook-Cranton has spent the past couple of years on a campaign to increase the average transaction size in her 10,000-square-foot hardware and building supply store in Annapolis Royal, Nova Scotia. To help with the project, she made a small investment in point-of-sale signage and increased the budget for her circular flyer program, but instead

Photo by Terry Murphy 78

HARDWARE RETAILING | August A 2020 0

JCARLETON@NRHA.ORG

of spending a lot of cash, she looked for ways to make her current operation more efficient. Her efforts are quickly paying off. In one year, average sales per customer have increased by more than 7 percent. The owners of the business, who manage six locations in the southwestern part of Nova Scotia, are now beginning to implement her ideas in the rest of their operation with similar results. Cook-Cranton focused on three areas to impact transaction size: employee training, merchandising and inventory. Here are some of the ways she made it happen and what you can learn from her efforts.

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Training One of the most effective ways to boost transaction size is to increase add-on sales. Start by offering proper training to your staff.

01 Change the way employees approach customers.

At AHHBC, the path to the sale begins with the way employees greet customers. “We train staff to say, ‘What project are you working on today?’ not ‘What do you need today?’ Employees should be having conversations with customers that focus around a project,” Cook-Cranton says. Talking through a project with a customer leads more naturally to talking about the different products needed

to finish that project. When employees answer questions about projects, they can recommend additional products specific to what customers are working on, rather than just guessing what they need. In addition, remind employees that add-on sales are a function of customer service and they are saving customers time by eliminating return trips to pick up items they may have missed.

02 Train on product knowledge.

03 Reinforce training often.

To start project conversations with customers, employees need a firm grasp on product knowledge. Cook-Cranton blocks out specific times for employees to focus on training so they can have a basic understanding of core products in every department in the store. “We have always emphasized product knowledge training,” she says. “We use training resources provided by our wholesaler, vendors and the North American Retail Hardware Association. People can only sell what they know.”

Most mornings, managers and supervisors gather staff members for Shift Starter meetings. Often, employees will talk about training they’ve recently completed and review new products or seasonal items. Those items are usually good candidates for add-on sales. Managers also use the morning meetings to share the average sales and margins from the previous day. This helps employees understand the larger goals of the company and how every sale they make contributes to those goals.

HARDWARE RETAILING | August 2020

Merchandising Good merchandising techniques can sell impulse items all day long. Just be sure you are being smart about using those merchandising tools.

01 Be strategic with clip strips. Chief among the silent sellers is the oft-forgotten clip strip. AHHBC used to have only a few clip strips scattered throughout the store. Now, there is one in nearly every 4-foot section. Cook-Cranton and her staff put as much strategic thought into each clip strip as they might an endcap. “In years past, we had been using clip strips as another way to clear out extra products,” she says.

“Now, the decision of what to put on a clip strip has become more strategic. We are looking for items that are seasonal, that have good margins or relate directly to a project.” She recommends placing less expensive items on clip strips. That way, customers are more likely to visit the aisle in the store where they can see all of their options and often purchase the more expensive item.

02 Change merchandising often.

03 Highlight project sales.

Keeping merchandising fresh is a weekly task at AHHBC. Displays in the center aisle are changed out at least once a month and endcaps are changed once a week. Dump bins and entryway displays are changed once a week and sometimes more often, depending on how quickly product sells. “Change is a continual process for us because 80 percent of our customers come in every week or every day,” Cook-Cranton says. “If they come into the store and start to see the same displays, they’ll become blind to them.”

One of the recent changes Cook-Cranton made was to include more projects on endcaps. She is also focusing circular advertising around projects, rather than just stand-alone promotional items. Projects can range from the complex, such as refurbishing a deck, or simple, such as mopping a floor. “Look for those items that can be grouped together with something else, even if the project is simple,” she says. “You want customers to see the product they came in for, but also stop and think about what else they might need.” August 2020 | HARDWARE RETAILING

Inventory Don’t let your inventory hold you back. The way you manage your inventory can affect your overall transaction size.

Count carefully and frequently.

When shoppers start filling up their baskets with a project sale, it’s critical you have the quantities they need. If you don’t, they may go somewhere else for the entire purchase. Effective inventory management can help reduce out-of-stocks. Cook-Cranton uses regular cycle counts

Focus on a niche.

If you invest in a niche or a new category, look for those items that will attract a large audience, even if it means stepping outside the boundaries of what you normally sell. In 2019, the owners of AHHBC decided to bring in some gift items such as holiday blankets for the Christmas season. The store had never sold those items before, but they had a huge impact on their end-of-the-year sales.

for maintaining proper quantities. Accurate inventory has become even more critical, she says, now that the store’s inventory is online. Customers may be making shopping decisions based on product availability. You build their trust if inventory shown online matches what’s in the store.

Work with what you have.

Placement is often more important than quantity. “More product doesn’t equal more sales. We address that by making sure the product we have is in the correct place, even giving it multiple homes on the floor,” Cook-Cranton says. If an item doesn’t sell well in one location, she’ll move it. Finding the optimum place where each item will sell is a continual process that requires ongoing attention.

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HARDWARE RETAILING | August 2020

Newsmakers

4 De-escalation Strategies F O R R E TA I L WO R K E R S

n the past few weeks, a spate of confrontations at retail establishments has made clear the importance of training your team to de-escalate potentially hostile situations. Helping employees at all levels calm customers and soothe situations can be a critical way to ensure operational stability. The National Retail Federation recently interviewed Dave Young, co-founder and director of Vistelar, a workplace training organization. Young has more than 30 years of experience in civilian and military law enforcement. Visit NRF.com to read his interview in full and share these tips with your staff to help ensure stability. 1. Calm situations before they get out of hand. Young’s prevailing advice is to train your employees to reduce tensions with customers well before those interactions become heated. Vistelar trains retail employees to empathize with upset customers by seeing the situation from their perspective and by truly listening to their concerns. “The best thing to do is never let it get to that point. And I want to add … that it’s everybody’s job. It’s not about training supervisors to put the fire out. It’s about training the entire staff on how to not have the fire in the first place,” Young says. 2. Offer options to shoppers, not ultimatums. One of the most important things a retailer can do to de-escalate a tense situation is to present options to distressed customers. Referencing many states’ mandates that masks be worn in

HARDWARE RETAILING | August 2020

retail spaces, Young says it’s important to offer options when handling a delicate situation. “Maybe we’ve got a whole rack full of masks, and I can let them have one on store credit. The thing is to let the person you’re dealing with choose,” he says. 3. Watch for signs of aggression. Young trains retailers to be on the lookout for key indicators that a situation could turn violent. When someone breaches social distancing protocols, raises their voice, uses foul language or repeats a phrase, Young says the situation could be deteriorating. “Even if you do everything right on the front end, you’re not responsible for how they translate it,” Young says. “I’ve had situations where I’ve been very kind and considerate, and nothing worked. At some point, it comes time to take appropriate action, which might mean to leave and immediately call the police.” 4. Training is key in tense times. This year has seen a proliferation of tense encounters in retail spaces. Addressing those occurrences with your staff can put your entire team on the same page and handle any volatility promptly and professionally. Young says training on conflict resolution is an increasingly important part of retail success. “The better trained your people are, the more the out-of-control situations are a rarity,” he says.

In light of COVID-19, many industry events are either postponing or transitioning to online platforms. For the latest information on major upcoming home improvement events, head to TheRedT.com/calendar.

Canadian Headlines • Amazon to Open 2nd Ottawa Fulfillment Center Amazon plans to open its second fulfillment center in Ottawa in 2021, making it the eighth in Ontario and the 14th overall in Canada. The online giant is also planning to open five delivery stations across Ontario in 2020, including locations in Whitby, Parkville, Cambridge, Brampton and Toronto. • Canadian Building Permits Recover in June Canadian building permits rebounded by more than 20 percent in May, StatCan reports. This jump follows sharp declines in March and April and is the largest percentage

increase in more than a decade. The majority of permits were for single-family homes, which rose by more than 37 percent. • Home Hardware Names New Hardlines VP Rob Szekszer will be Home Hardware’s latest vice president of hardlines, after Joel Marks retired in June. Szekszer joined the company as director of merchandise hardlines last fall. “The appointment of Rob Szekszer demonstrates the expertise and deep bench of talent we continue to develop at Home Hardware, and I have complete confidence in his ability to deliver on our business and growth strategies,” says Marianne Thompson, senior vice president of merchandise.

Follow NRHA and Hardware Retailing on social media for updates.

@nrha_official

@hardwareretailing

Ad Index Allway Tools .............................................................. 57 www.paintponcho.com; 718-792-3636

Lighthouse for the Blind............................................ 26 www.tearmender.com; 800-542-3697

Plylox Hurricane Window Clips ................................. 83 www.plylox.com; 800-583-4289

Ancra Cargo............................................................... 63 consumer.ancracargo.com; 800-626-8353

Major Steelz .............................................................. 36 www.majorsteelz.com; 305-244-5260

Police Security............................................................. 5 www.policesecurity.com; 866-880-9297

Brave Products ............................................................ 3 www.braveproducts.com/HRM; 866-281-4421

Maple Avenue Printing .............................................. 32 www.mapleavenue.com; 800-236-4774

PRO Group, Inc. ........................................................ 55 www.pro-group.com; 303-792-3000

Chapin International Inc............................................. 16 www.chapinmfg.com; 800-950-4458

MARS .......................................................................... 1 www.coastair-ac.com

Quikrete Companies.................................................. 21 www.quikrete.com; 404-634-9100

Coast Products .......................................................... 23 www.coastportland.com; 800-426-5858

Master Magnetics Inc. .............................................. 74 www.magnetsource.com; 888-293-9190

Red Devil ................................................................... 75 www.reddevil.com; 800-423-3845

Do It Best Corporation .............................................. 11 hardware.doitbestonline.com; 888-364-8237

Maxim.......................................................................... 3 www.maximmfg.com/HRM; 888-376-0849

Rust Patrol................................................................. 62 www.rust-patrol.com; 803-396-8400

Emery Jensen Distribution ....................................... BC www.emeryjensendistribution.com; 866-681-1836

Mayhew Tools........................................................... 27 www.mayhew.com; 800-872-0037

Sashco ......................................................................IFC www.sashco.com; 800-767-5656

Essex ........................................................................... 3 www.gnedi.com/essex; 800-822-0295

Mi-T-M Corporation ................................................... 30 www.mitm.com; 800-553-9053

Soudal........................................................................ 82 www.soudalusa.com; 877-873-8739

Franmar Inc. .............................................................. 24 www.franmar.com; 800-538-5069

Midwest Fastener Corp........................................ 50-51 www.fastenerconnection.com; 800-444-7313

Stihl Inc................................................................ 65, 67 www.stihlusa.com/dealers; 800-467-8445

Gordon’s USA............................................................ 61 www.gordonsusa.com; 800-884-3179

NHS Connects........................................................... 29 www.nationalhardwareshow.com

Superior Pump........................................................... 37 www.superiorpump.com; 800-495-9278

Hardware Retailing Podcast ...................................... 82 www.hardwareretailing.com/pod

North American Bancard ........................................... 17 www.nynab.com; 866-481-4604

Taiwan External Trade Development Council ...... 38-39 www.taiwanexcellence.org

Howard Products, Inc................................................ 36 www.howardproducts.com; 800-266-9545

NRHA Foundations of Leadership Program .............. 79 www.nrha.org/fol

U-Haul International..................................................... 9 www.uhaul.com; 800-468-4285

Intertape Polymer Corp. .............................................. 7 www.itape.com; 888-898-7834

NRHA Health Insurance Plan .................................... 87 www.cbigi.com/nrha-program

United Gilsonite Laboratories .................................... 15 www.zar.com; 800-845-5227

Iron & Oak ................................................................... 3 www.ironandoak.com/HRM; 866-281-4509

NRHA Retail Management Certification Program ..... 73 www.nrha.org/rmcp

Verus LLC.................................................................. 25 www.verus.us; 877-843-5818

Ironclad Performance Wear....................................... 33 www.ironclad.com; 844-200-5664

Orgill Inc ............................................................ .88-IBC www.orgill.com; 800-347-2860

Wastequip, Inc. ......................................................... 31 try.toter.com/beartoughcarts; 877-468-9278

Jonathan Green .................................................... 12-13 www.jonathangreen.com; 717-682-2179

Paladin Data Corporation ........................................... 35 www.paladinpointofsale.com/nrha; 541-803-6060

*This index is provided for the convenience of our advertisers and readers. The Publisher assumes no liability for errors or omissions.

August 2020 | HARDWARE RETAILING

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ON THEIR FIRST JOBS WILL AUBUCHON W.E. AUBUCHON CO. INC.

FIRST JOB AUBUCHON HARDWARE WAREHOUSE SHOP, AGE 13

I learned a lot from the shop manager, Eric Berlo, as a person, a leader, a boss. His genuine kindness and care kept me focused as a 13-year-old kid, taking the time to teach me how to fix a paint shaker or a key machine. He was very patient, and that stays with me today.

PATRICK GOEBEL STAR LUMBER

FIRST JOB STAR LUMBER, 9TH GRADE

My boss once sent me home because there wasn’t much for me to do. My dad came home for lunch and said, ‘What are you doing here?’ I told him why and he told me to go back to the store. I learned not to wait for someone to tell you what to do, but to look for where you can add value.

HARDWARE RETAILING | August 2020

KEVIN HANCOCK HANCOCK LUMBER

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I was so happy that summer because I was somewhere I wanted to be. That job served my life in that moment in time. It’s not always the function of the job, it’s the right place, the right culture. It’s important that jobs serve a higher, broader purpose.

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FIRST JOB TACO BELL, HIGH SCHOOL

I was proud to work at Taco Bell. It instilled a work ethic and pride in me. I was able to buy a vehicle with that job. What I really gained is to respect everyone no matter what they’re doing in their life. At the same time, a job is what you make it, so it’s about becoming the best in your craft.

August 2020 | HARDWARE RETAILING

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Alkaline powered - Also works with a COAST ZITHION-X™ Rechargeable Battery

FOCUSING FLOOD BEAM USB POWER IN

HEAD ROTATES 180˚

PURE BEAM® FOCUS

HANDLE ROTATES 180˚

USB POWER OUT BATTERY INDICATOR TO N RRO A

WID E

COLLAPSIBLE STAND/ CARRY HANDLE

MAGNETIC HANDLE

PM550 WORK LIGHT | 840 Lumens

PM450 WORK LIGHT | 510 Lumens

ALKALINE DUAL POWER

Alkaline powered - Also works with a COAST ZITHION-X™ Rechargeable Battery

PURE BEAM® FOCUS

HEAD ROTATES 180˚

Alkaline powered - Also works with a COAST ZITHION-X™ Rechargeable Battery

PURE BEAM® FOCUS

HEAD ROTATES 180˚

MAGNETIC BASE & HANGING LOOP

PM200 WORK LIGHT | 500 Lumens

PM300 WORK LIGHT | 700 Lumens

ALKALINE DUAL POWER

ALKALINE POWER

Alkaline powered - Also works with a COAST ZITHION-X™ Rechargeable Battery

PURE BEAM® FOCUS

Alkaline powered by COAST Extreme Performance Batteries

PURE BEAM® FOCUS

HEAD ROTATES 180˚ HANDLE ROTATES 360˚

MAGNETIC HANDLE

PX250 WORK LIGHT | 650 Lumens

PS400S WORK LIGHT | 440 Lumens

ALKALINE POWER

Alkaline powered by COAST Extreme Performance Batteries

PURE BEAM® FOCUS

Alkaline powered by COAST Extreme Performance Batteries

MAGNETIC BASE DUAL SWITCH

360˚ C.O.B. LIGHTING WHITE

RED

FLASH

PURE BEAM® FOCUS

HEAD SWIVELS 180˚

MAGNETIC BASE

TOUGH POLYSTEEL FINISH ®

Made in the USA

One Can To Do It All.

Protect, Penetrate, Lubricate, & Displace Moisture • Gunk-free! • Works on a variety of metals • Ready within 5 minutes

• Prevents and stops rust • Frees stuck parts • Lasts 4 times longer • Easy to use

The Rust Patrol® difference: Multi-Purpose, Heavy Duty, & Lubricating Oil (No VOCs): Rust Patrol® Multi-Purpose

A fantastic penetrating oil. The “Toolkit in a Can”, it’s a great balance between protection, penetration, and lubrication. This is the product to use when repairing and protecting equipment, getting that valve loose, or your PTO hookup moving.

Rust Patrol® Heavy Duty

It’s all about protection. If you’re winterizing equipment or the undercarriage of your car, you can count on Heavy Duty to get the job done right. It also works great as a lubricant, freeing stuck parts, stopping squeaks, and thousands of other applications.

Rust Patrol® Lubricating Oil

(No VOCs) is the best lubricant of the bunch. And in terms of protection, No VOCs blows away the competition. Now you can have full-strength protection while keeping those parts moving smoothly! This is excellent for lubricating your slide, action, and rails!

For more information:

803-396-8400 • Rust-Patrol.com

Made in the USA

Heavy Duty

Multi-Purpose

Item: RPFS-001 Heavy Duty Floor Display Contents: 24, 7 oz. aerosol cans Dimensions: W 11 ¾” x D 14 ½” x H 59”

Item: RPHD2-12PDQ Heavy Duty 2 oz PDQ Contents: 12, 2 oz. spray bottles Dimensions: W 6 ¼” x D 4 ½” x H 9”

Item: RPHD8-12PDQ Heavy Duty 7 oz PDQ Contents: 12, 7 oz. aerosol cans Dimensions: W 10” x D 7 ½” x H 14”

No VOCs

Item: RPFS-001 Multi-Purpose Floor Display Contents: 24, 7 oz. aerosol cans Dimensions: W 11 ¾” x D 14 ½” x H 59”

Item: RPFS-001 No VOCs Floor Display Contents: 24, 7 oz. aerosol cans Dimensions: W 11 ¾” x D 14 ½” x H 59”

Item: RPNV2-12PDQ No VOCs 2 oz PDQ Contents: 12, 2 oz. spray bottles Dimensions: W 6 ¼” x D 4 ½” x H 9”

Item: RPNV8-12PDQ No VOCs 7 oz PDQ Contents: 12, 7 oz. aerosol cans Dimensions: W 10” x D 7 ½” x H 14”

Item: RPMP2-12PDQ Multi-Purpose 2 oz PDQ Contents: 12, 2 oz. spray bottles Dimensions: W 6 ¼” x D 4 ½” x H 9”

Item: RPMP8-12PDQ Multi-Purpose 7 oz PDQ Contents: 12, 7 oz. aerosol cans Dimensions: W 10” x D 7 ½” x H 14”

Drop Ship Special! Order any two cases (24 ea.) of Rust Patrol Aerosol and receive a

FREE Floor Display!

MASS Management, LLC 9499 Old Bailes Rd, Suite 103 • Fort Mill, SC 29707 (803) 396-8400 • sales@mass-management.com

For more information:

803-396-8400 • Rust-Patrol.com

RP3BRND 6-20