Hardware Retailing August 2021

Opening Doors

Partner Businesses Lead to New Opportunities Page 38

Modern Strategies for Inventory Management Page 32

Core Plumbing Principles From Start to Flush Page 48

AUGUST SPONSOR

Opening Doors

Partner Businesses Lead to New Opportunities Page 38

Modern Strategies for Inventory Management Page 32

Core Plumbing Principles From Start to Flush Page 48

“Our Midwest Fastener display is a destination for the Outdoor Supply Hardware customer. Midwest provides us a wide range of products which has increased our customers satisfaction with our fastener selection!”

- Flor Naranjo, Store manager

- Felix Cruz, Hardware Department Supervisor

Outdoor Supply Hardware, Redwood City, CA

Exceeding Expectations. One Fastener Destination at a Time!

HEADQUARTERS

1025 East 54th St. Indianapolis, Indiana 317-275-9400

NHPA@YourNHPA.org YourNHPA.org

OUR MISSION

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

NHPA BOARD OF DIRECTORS

CHAIRMAN OF THE BOARD

Daniel Harris, Palos Ace Hardware, Palos Heights, Illinois; Lemont Ace Hardware, Lemont, Illinois

EXECUTIVE VICE CHAIRMAN

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

DIRECTORS

Craig Bond, Tommy’s Paint Pot, Eugene, Oregon

David Dishke, Grand River Home Hardware, Caledonia, Ontario

Scott Jerousek, Farm and Home Hardware, Wellington, Ohio

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

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

Matt Woods, Woods Hardware, Cincinnati, Ohio

SECRETARY-TREASURER

Bob Cutter, NHPA President and CEO

STATE & REGIONAL ASSOCIATIONS

MIDWEST HARDWARE ASSOCIATION

Jody Kohl, 201 Frontenac Ave., P.O. Box 8033 Stevens Point, WI 54481-8033

800-888-1817; Fax: 715-341-4080

NHPA CANADA

NHPA CANADA

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

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES

CIRCULATION DIRECTOR

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

COMING IN SEPTEMBER

Exploring Soft Skills

When training a new employee, you most likely cover product knowledge, how to ring up a customer and other tangible skills. These hard skills are important, but employees also need soft skills, such as communication, teamwork, critical thinking and problem-solving. Next month, we explore what soft skills are, why they are important for home improvement retailers and how you can develop these skills in your own employees to better serve your customers and grow your business.

“I teach my employees how to build up and compliment others and not be so focused on themselves.”

—Dean Kruschke, Gold Beach Lumber

OPERATIONS SERIES

Hardware Retailing (ISSN0889-2989) is published monthly by the North American Paint and Hardware Association, 1025 East 54th St., Indianapolis, IN 46220. Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions $50/year. Canada $75/year. All other countries $100/year. (Air Mail $60/year additional). Single copy $7. The Annual Report issue can be purchased for $30.

Periodical postage paid at Indianapolis, Indiana, and additional mailing offices.

POSTMASTER: Send address changes to Hardware Retailing P.O. Box 16709, St. Louis, MO 63105-1209.

All editorial contents © 2021 North American Paint and Hardware Association. No editorial may be reproduced without prior permission of the publisher.

REPRINTS: For price quotations, contact the Editorial Department at editorial@YourNHPA.org. Printed in the U.S.

EDITORIAL, DESIGN & PRODUCTION 317-275-9400, editorial@YourNHPA.org

MANAGING EDITOR

Melanie Moul, mmoul@YourNHPA.org

PROFILES EDITOR

Kate Klein, kklein@YourNHPA.org

TRENDS EDITOR

Todd Taber, ttaber@YourNHPA.org

PRODUCTS & DIGITAL EDITOR

Hans Cummings, hcummings@YourNHPA.org

ASSOCIATE EDITOR

Lindsey Thompson, lthompson@YourNHPA.org

SENIOR DESIGNER

Aubrey Smith

GRAPHIC DESIGNER

Autumn Ricketts

DIGITAL MEDIA SPECIALIST

Kevin Trehan

PRODUCTION MANAGER

Austin Vance

SALES & PRODUCTION ASSISTANT

Freda Creech

MARKETING & COMMUNICATIONS

EXECUTIVE DIRECTOR, MARKETING & COMMUNICATIONS

Whitney Daulton

CORPORATE COMMUNICATIONS MANAGER & EDITOR

Julie Leinwand

NHPA SALES

FIELD SALES MANAGER & SOUTHERN SALES DIRECTOR

Scott Gilcrest, sgilcrest@YourNHPA.org, 317-508-7680

MIDWEST SALES DIRECTOR

David Brodowski, dbrodowski@YourNHPA.org, 440-520-9551

SOUTHERN BUSINESS DEVELOPMENT MANAGER Jessi Moore, jmoore@YourNHPA.org, 260-200-0306

NORTHEAST, NORTHWEST & CANADA SALES DIRECTOR Jordan Rice, jrice@YourNHPA.org, 217-808-1641

EXECUTIVE STAFF

PRESIDENT & CEO

Bob Cutter

CHIEF OPERATING OFFICER & PUBLISHER

Dan Tratensek

CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES

David Gowan

MEMBER SERVICES & TRAINING

800-772-4424, NHPA@YourNHPA.org

TRAINING MANAGER & EDITOR

Jesse Carleton, jcarleton@YourNHPA.org

RETAIL ENGAGEMENT SPECIALIST

Renee Changnon, rchangnon@YourNHPA.org

EVENT MANAGER & RETAIL SUPPORT

Katie McHone-Jones, kmchone-jones@YourNHPA.org

DATA & INFORMATION COORDINATOR

Natalie Harris

EXECUTIVE DIRECTOR, PAINT & DECORATING PROGRAMS

LeAnn Day, lday@YourNHPA.org

EXECUTIVE DIRECTOR, ADVANCED RETAIL EDUCATION PROGRAMS Scott Wright, swright@YourNHPA.org

It’s time to reconnect and discover even more game-changing opportunities to help your business grow at the Do it Best Fall MarketSM. Gain insights on the latest retailing trends with our Merchandising Preview and Core Solutions: Outdoor Living exhibit. Discover all the newest products in our New Item Gallery. Save big with our Cyber Steals and Sneak Peek deals. And talk one-on-one with Do it Best staff, our top vendors, and industry experts to drive your success even higher.

Plus, you’ll once again be able to experience everything Indianapolis has to offer—top restaurants, big city shopping and nightlife, and plenty of safe, family-friendly attractions. Whatever inspires you, there’s something for everyone.

Join us at the Do it Best Fall Market—it all happens here!

2021 DO IT BEST FALL MARKET Indiana Convention Center, Indianapolis September 27–30

For registration information, contact 888-DO IT BEST or sales.support@doitbest.com

Partners in Retail

Glenn Ubertino, co-owner of Zoller Hardware, knows an opportunity when he sees it. See how he has expanded to operate four separate businesses in his community and how those operations work in concert to offer customers inventories tailored to local interests.

Rethinking Inventory

Supply chain disruptions pushed many retailers to adapt new strategies for securing products. Learn the lessons retailers can use to best manage their future inventory.

Finding the Right Fit

Discover how one retailer has built a successful plumbing category by offering a large product selection, hands-on help and a willingness to go the extra mile for DIY and professional customers.

Canadian Market Report

Offering more than just tools, Carpenter’s Paint and Hardware serves its customers with helpful home improvement products, advice and a place to gather to chat about life in general.

Michael McLarney, editor of Hardlines, shares insights on the trends shaping the Canadian home improvement marketplace in 2021 and the outlook for home improvement retailers in 2022.

For when Safety matters.

3M ™ Pro-Protect Electronic Hearing Protector

Stay aware of dangers on the jobsite and help protect your hearing from hazardous noises. This electronic hearing protector allows you to communicate in low-noise environments and enhances your situational awareness. Bluetooth® Wireless Technology seamlessly syncs with your mobile devices, so you can make and receive phone calls through the headset. And soft, conformable ear cushions provide all-day comfort.

built to perform

ON THE WEB

ONLINE Stay Informed

Check out these stories and more. Head over to hardwareretailing.com/august to see more. HardwareRetailing HardwareRetail

Inventory Insights

Keep your inventory management system running smoothly by reviewing these resources.

New Employee Training

Two new Trainer’s Toolboxes show your employees how they can help manage your inventory. “Keeping Inventory

Accurate: At Checkout” teaches cashiers how they can make sure every sale is recorded correctly. “Keeping Inventory

Accurate: On the Salesfloor” educates salesfloor associates on how they can spot and fix inventory problems everyday.

BOPIS Best Practices

Many retailers are learning buy online, pickup in store service is here to stay. Discover six BOPIS best practices you can implement to keep pace with industry leaders.

Perspectives on Inventory Management

Two retailers, representing the home improvement and paint and decorating industries, share how the pandemic motivated them to reassess how they manage their inventory and what they believe will be lasting changes.

Find More Stories Online

MERCHANDISING Dynamic Displays

See how two retailers use beautiful showrooms and well-organized merchandising in their plumbing departments to encourage sales and help customers find what they need.

OPERATIONS

Good for the Gander

Glenn Ubertino of Zoller Hardware runs four successful complementary businesses. Get tips on how he manages four separate businesses to guide your own operation.

OPERATIONS 5 Small Business Solutions

Though every independent business is different, operators face many of the same challenges. Explore five common small business obstacles and get solutions to those potential pitfalls.

Source: CNBC/SurveyMonkey of small business owners say it’s difficult to find qualified workers. 52%

INDUSTRY NEWS All Rise

Learn how independent operations can band together to combat the growing influence of corporate monopolies with insights from Stacy Mitchell, co-founder of Small Business Rising.

EDITORIALLY SPEAKING CONNECTIONS

Send Melanie a Message mmoul@YourNHPA.org

Melanie Moul

YourNHPA.org/es-pod

“Building and curating a team that you are confident can lead in your absence takes commitment and time.”

Take Your Time (Off)

LAST WEEK, I DID SOMETHING I’M PROUD OF. I took

vacation.

I’ve taken vacations before, but it’s been a long time since I’ve completely disconnected and taken time away from work outside of the holidays or without a laundry list of people to visit or things to do. Prior to the pandemic, I would take vacations to visit extended family, and while it was always great to see people, it sometimes felt more like a chore to make my way from place to place to be sure I saw everyone and did everything to make my time off feel “productive.”

This vacation was different. I had a few small projects and tasks I wanted to complete, but nothing was mandatory or scheduled. We visited my mom and stepdad for a long weekend, and we took a family trip to the zoo, but other than that, the week was mine.

In addition to being proud that I took time off to begin with, I also am happy to report that I didn’t check in on work. I opened my inbox, but I left all my emails unread. Assigned tasks remained assigned until I logged back in on Monday.

Now, this opportunity to take time off didn’t happen without a little planning ahead of my absence. I worked ahead on some projects and ticked everything off my must-do list. I communicated with my team about my intentions, and I delegated tasks to people I knew could take on some of my responsibilities. Everything else could wait.

When I returned, the world was still turning. Was everything done the way I would have done it? No, but that’s OK. I know my team is capable and knowledgeable. I also know that in the event of a crisis, our team would band together to find a solution.

It’s also important to model taking time off for your teams. As a supervisor, I encourage my team to use their earned time off to rest and recharge. Especially after the last 18 months, encouraging people to take time for themselves is crucial to having an energized team that is excited to contribute to the overall mission. Building and curating a team that you are confident can lead in your absence takes commitment and time. Empowering people to be decision-makers and to rely on their peers instead of always coming to you for the answers doesn’t happen overnight. Before the craze of fall markets and the holiday season, I encourage you to take your time away and recommend your employees do the same so you can all come back with a renewed focus to lead your operation forward.

Melanie Moul Managing Editor

TAKING CARE OF BUSINESS

Dan Tratensek

YourNHPA.org/tcb-pod

“Are we simply reacting to what the world is throwing at us, or are we finding ways to build our buying muscle?”

Strength Through Adversity

NOT SO LONG AGO, I was on a phone call with a retailer who said something I have quoted frequently since our conversation.

We were chatting about all the ways his business has changed over the last year and a half. Specifically, we were talking about some of the operational challenges he had been facing when he said, “There is one thing I know: We have become better buyers than we have ever been before.”

This statement stuck with me for a couple of reasons. One, I thought it was a fantastic way to put a positive spin on what has been one of the most vexing problems to emerge for retailers as a result of the pandemic—figuring out how to navigate the fractured supply chain with minimal business disruption.

It also stood out to me because, quite frankly, I believed him.

I think business owners fall into habits when their everyday world is relatively calm. These habits aren’t necessarily negative. It’s just that, when there is no reason to create radical change in your business, you don’t do it.

But for the retailer I was speaking to, like so many others, radical change might be an inadequate phrase to describe what he had been through.

So, what exactly did this retailer mean about becoming better buyers?

He meant that he and his crew have had to shake up the traditional methods of how they source, stock, price and replenish their inventories. And, while this process was undoubtedly challenging, he felt it had forced the team to look at things in new ways that will likely stick with them long after the current crisis has abated.

For instance, we have heard from more and more retailers about how they have sourced alternatives to what they typically stock when their normal inventory is unavailable. In some cases, these new products have proven to be a better fit. Other retailers say they have broadened their supply sources or made changes to the way they manage their inventory overall. Going through these motions and flexing these inventory management and product sourcing muscles that haven’t been flexed this way in a long time can ultimately have a positive effect and build a stronger, more agile buying organization.

The prevailing thought right now seems to be that supply chain challenges will likely persist for the balance of the year and hopefully normalize as we head into 2022.

Given that the situation we are experiencing may be with us for the near future, I would encourage all of you to examine how your business has reacted to the supply challenges we are facing and ask yourself a simple question. Are we simply reacting to what the world is throwing at us, or are we finding ways to build our buying muscle?

Dan M. Tratensek Chief Operations Officer & Publisher

We manufacture a full line of Made in the U.S.A. products for your screen repair service, including

Phifer has special order and drop ship programs in place for all major wholesalers, buying groups and co-ops.

‘Home’

Isn’t Just Indoors

IT’S ALSO OUTSIDE. THAT’S WHERE GORDON’S ® CAN HELP.

Whether they’re from the farm, the suburbs, or the city, your customers all have one thing in common: they take care of their properties. Their homes are a source of pride and security, and they trust you to offer the solutions they need for them, both inside and outside. At Gordon’s®, we help you and your customers with the outside.

The lawn and garden are as much a part of the American home as the living room or kitchen, and Gordon’s provides dependable, economical products to help your customers care for their lawns, landscapes and farms. Those products include:

Sedge Stop™

Sedge Stop™ Nutsedge Weed Killer is the simple solution for control of sedge and kyllinga species, plus listed broadleaf weeds. It comes in an innovative shaker can for easy application, and the granular formulation reduces the potential for drift or off-target application. Sedge Stop can be applied to wet or dry turf, and one 2-pound shaker can of covers up to 10,600 square feet.

Trimec® Speed

A true broad-spectrum weed solution, Trimec® Speed Lawn Weed Killer Concentrate controls more than 250 broadleaf weeds, including the most common lawn invaders, like dandelion, clover, chickweed, plus tough-to-control weeds like ground ivy and Virginia buttonweed. Trimec Speed is fast, delivering visible results in just eight hours, and it’s

labeled for use on northern and sensitive southern lawns (except Floratam). One quart of Trimec Speed Lawn Weed Killer Concentrate covers up to 10,600 square feet.

LV MAX

For speedy broadleaf weed control in lawns, pastures and non-cropland areas, LV MAX Fast-Acting Weed Killer delivers. It offers excellent control of more than 90 broadleaf weeds, including ground ivy, thistle, bindweed, horseweed, buttercup, and pigweed. And LV MAX is fast, offering visual response in just six hours in warmer temperatures. One gallon covers 170,660 square feet of lawns and 71,100 square feet of pastures.

Your customers count on you for help taking care of their homes, and that includes their lawns, gardens and even pastures. Those are the areas where Gordon’s has thrived for almost 100 years. Let’s talk about how Gordon’s can help you help your customers.

THE SIMPLE SOLUTION SEDGE

SEDGE STOP™ FROM GORDON’S®

Sedge Stop™ Nutsedge Weed Killer offers season-long control of sedges and kyllingas, plus control of select broadleaf weeds. Sedge Stop can be used on listed warm- and cool-season turfgrass species, and a 2-lb. shaker can covers up to 500 square feet.

•Granular formulation reduces drift

•Innovative shaker can for easy application

•Dependable season-long control

•Display and POP materials available

TRIANGLE-SHAPED STEM PROMINENT MID-RIB

*State registration pending. Check with your sales representative for availability. Give your customers the simple solution to sedges

Gyour customers the simple solution to es and kyllingas: Sedge Stop!

NHPA NEWS

EVENTS

Register Today

Visit YourNHPA.org/conference for registration instructions.

Join Us in Las Vegas

INDEPENDENT HOME IMPROVEMENT RETAILERS and channel partners are invited to attend the NHPA All-Industry Conference Oct. 21-23 at the newly renovated Las Vegas Convention Center in Las Vegas. The conference, co-located with the National Hardware Show, is focused on delivering educational programming and networking opportunities to independent home improvement retailers and show attendees. Conference speakers include industry leaders, subject matter experts and successful retailers who will deliver insights into the current and future state of the industry.

“The home improvement channel was impacted tremendously by the pandemic, and while many in the industry saw significant sales boosts and overall growth, supply chain and product sourcing are still critical challenges,” says NHPA president and CEO Bob Cutter. “We’re excited to be back at live events, hosting retailers, buyers and trends experts to talk about how members of the independent home improvement channel have found solutions to these challenges. And to be able to do so at an event like the National Hardware Show, which is all about product innovation and discovery, is an opportunity retailers won’t want to miss.”

3 Reasons to Attend the NHPA All-Industry Conference

1

It’s free to attend the show and conference.

Register for the National Hardware Show to attend the NHPA All-Industry Conference free of charge. No separate registration is required for the conference.

2

You can take advantage of industry-specific education. Attend educational seminars, panels and keynote presentations at the NHPA All-Industry Conference. These engaging events are designed to help independent home improvement retailers grow and succeed.

3

It’s an opportunity to network with your peers and partners. Enjoy being back face-to-face to network with members of the entire channel. This is your chance to connect with other independent retailers, industry leaders and new and existing vendors.

NHPA All-Industry Conference

Where

Las Vegas Convention Center in Las Vegas When October 21-23

Who Can Attend Independent home improvement retailers attend for free

NETWORK

Connect With Buyers and Sellers

Visit YourNHPA.org/marketplace to learn about NHPA’s newly launched Retail Marketplace that connects buyers and sellers of independent home improvement businesses.

Welcome to the NHPA Retail Marketplace

Connect with buyers and sellers of independent home improvement businesses at YourNHPA.org/marketplace

THERE ARE A NUMBER OF REASONS why store owners choose to sell their businesses. They may be ready to retire and don’t have a succession plan or family members willing to take over the business. Or perhaps they are ready to explore new opportunities or lifestyle changes.

There are also buyers looking to acquire established stores. They may be aspiring first-time owners or experienced retailers looking to grow their operation by expanding into new locations or markets.

NHPA regularly receives buying and selling inquiries from retailers from the more than 40,000 storefronts it serves in the independent home improvement industry in the U.S. and Canada. For this reason, the association has created a fair and cost-effective solution to give store owners a way to advertise their locations for sale.

The NHPA Retail Marketplace connects buyers and sellers of independent home improvement businesses. Marketplace listings appear in print in Hardware Retailing and online on the NHPA Marketplace page on the NHPA website.

Both public and private listing options are available to retailers. Public listings will allow retailers to advertise their business for up to one year with information, photos and the retailer contact information listed. Private listings will not share photos or critical information, and NHPA will help facilitate any inquiries.

“Retailers contact me regularly asking if NHPA can assist in selling stores. I also have retailers reaching out about acquiring stores but don’t know what’s for sale,” says Dave Gowan, NHPA chief financial officer and executive vice president of business services.

“The Retail Marketplace is a way to bring those two groups together—as there is a high likelihood that the buyer of an existing home improvement store is already in the industry either as an owner or an employee looking to own their own business.”

To learn more about the NHPA Retail Marketplace, contact Dave Gowan at dgowan@YourNHPA.org or visit YourNHPA.org/marketplace

“There is a high likelihood that the buyer of an existing home improvement store is already in the industry either as an owner or an employee looking to own their own business.”

—Dave Gowan, NHPA chief financial officer and executive vice president of business services

NHPA NEWS

TRAINING

Trainer's Toolbox

Visit YourNHPA.org/training to access Trainer’s Toolbox resources for employees.

All About Inventory

Learn more about how to become an NHPA Premier Member at YourNHPA.org/membership

Inventory 101

It’s likely that retailers who fared the best during the supply chain disruptions of last year already had strong inventory management procedures in place. Because they had learned to effectively manage one of their largest assets, they were better prepared to deal with the unexpected.

If it’s time to brush up on best practices or teach your employees the basics of this important skill, enroll in NHPA’s course in Basic Inventory Management. This online course, available to NHPA Premier Members, offers an overview of the basic concepts of managing inventory in a retail operation. It helps anyone involved in retail understand what it takes to stay profitable and fix inventory problems early.

COURSE MODULES

Introduction to Inventory Management. Learn why proper inventory management is important to the profitability of a business.

Ordering. This module covers the SKU, purchase order and several of the tools retailers can use for refilling stock levels.

Receiving. In this module, get an overview of the receiving process, including different methods.

Stocking. Learn some best practices retailers should follow when stocking and maintaining their inventory.

Maintaining Inventory Accuracy. This module outlines basic ways retailers count their inventory and some of the factors that influence the accuracy of their records.

Inventory Reporting. Understand common reports a POS system can generate and why they’re important.

Managing Slow-Moving and Discontinued Products. Learn how to manage slow-moving inventory, excess inventory and discontinued products.

Keep Your Inventory Accurate

Managing inventory is a big job, and no one person should have to do it alone. Every employee can help. In fact, it is most effective when everyone on staff understands their role in keeping track of every product that comes through your business. Two new Trainer’s Toolbox lessons are tools

you can use in your next team meeting to show your staff how they can make a big difference in managing inventory. In addition, by helping to maintain accurate records, cashiers and sales associates can also provide better customer service and aid your loss prevention efforts.

LESSONS

“Keeping Accurate Inventory: At Checkout” shares a few ways cashiers can avoid making incorrect entries into the point-of-sale system. For example, they should always be scanning individual items, rather than assuming similar looking items have the same SKUs.

“Keeping Accurate Inventory: On the Salesfloor” offers ways sales associates can spot problems that could potentially create inaccurate records. For example, make sure they know to report empty shelves and peg hooks so you can reorder.

FOR PROs AND DIYers

RESEARCH Pro Practices

Supply chain volatility is prompting pros to change how they do business. See how at hardwareretailing.com/pro-reaction TRENDS

RESEARCH

HOME SWEET

Homesteading

DURING THE COVID-19 PANDEMIC, many of your shoppers learned new skills to take care of their homes and families. Review data from the National Hardware Show on how you can use these customer behavior shifts to drive sales for your business now and in the years to come. For more information on current DIY trends, connect with National Hardware Show vendors, buyers and attendees at nhsconnects.balluun.com.

Green renovations are on the rise.

Gardens are growing across the U.S.

TREND

Roughly three-quarters of U.S. homeowners started residential renovations in 2020, and research shows 4 out of 10 are now planning projects to make their homes more energy-efficient

PRODUCTS

Be sure you stock solar panels, compost kits and energy-efficient water heating systems.

Source: National Hardware Show

Landscaping and gardening projects were some of the most popular projects during the pandemic, but victory gardens saw a resurgence in popularity, with online searches growing, rising 4,600 percent last year.

PRODUCTS

Stock plenty of produce seed options for customers, alongside organic soil and fertilizer options.

Homeowners believe they can.

As homeowners harvest produce from their new backyard gardens, many are looking to extend the taste of summer for months to come. That’s where canning products can make a big sales difference.

Add not only mason jars and lids of varying sizes, but also pectin and how-to guidebooks to help customers can safely.

Independent businesses are vital; to the economy, to communities and to the American way of life. The PRO Hardware and Farm Mart retail programs support you as an independent retailer by providing all of the customizable pieces you need to build your success while maintaining the individuality that benefits your community.

As a member of the PRO Hardware and Farm Mart programs, you have access to a $6 billion national network of hardware, farm, and lawn and garden distributors. Additionally, dedicated merchandising and marketing teams create innovative and creative advertising materials to help you promote your unique story and manufacturer programs designed to help independent retailers succeed.

Becoming a PRO Hardware or Farm Mart retailer gives you access to the tools and knowledge you need to piece together a complete picture of a successful, independent business.

Learn more about the PRO Hardware and Farm Mart programs by contacting Katie Westervelt, Advertising Manager, at 303.792.3000 or katie.westervelt@pro-group.com

at www.prohardware.com or www.farmmart.com.

PRODUCTS

Retailer Recommendations

NEW PRODUCTS

Send a note to editorial@YourNHPA.org about products you can’t keep on the shelf. Include your name, your business name and reasons why you love them.

Silicone Drinkware

GoSili Ocean drinkware is a sustainable solution to replace single-use plastic cups. Made from 100 percent platinum silicone, these cups are dishwasher safe and feature an embedded stainless-steel ring to prevent the cup from collapsing. They’re stackable, and each cup has a unique design. Matching reusable straws are also available.

GOSILI gosili.com

Barrel-Grip Jig Saw

Bosch Power Tools’ 18V Barrel-Grip Jig Saw is a compact tool designed for roofers, carpenters and cabinet installers. The barrel grip gives users optimal control over the cutting application, as well as a lock-on switch. It features an auto-stop brake, LED light and blower function in addition to a one-hand and tool-free T-shank blade change system.

BOSCH TOOLS boschtools.com or 877-267-2499

Fair Chocolate

Organic Fair Trade Chocolate

Dr. Bronner’s Magic All-One Chocolate contains dark vegan. in roasted whole hazelnut, crunchy hazelnut butter, salted whole almond, salted almond butter and smooth coconut praline flavors.

Dr. Bronner’s All-One Chocolate contains 70 percent dark chocolate that is organic, fair trade and vegan. It is available in salted dark, roasted whole hazelnut, hazelnut

DR. BRONNER’S drbronner.com or 844-937-2551

Screw Pliers

“ Bearded Butcher is a great locally made seasoning that has been well received by our customers. It’s a well-crafted blend of salt and spices without sugar or chemicals.”

—Cindy

Jerousek, Farm & Home Hardware

MAYHEW TOOLS

mayhew.com or 800-872-0037

Mayhew’s Screw Pliers feature serrated jaws that conform to most common size screw heads, allowing for better grip and more torque. They’re suitable for removing damaged, corroded, rusted, painted over or tamperproof screws, nuts and bolts.

Licorice Twist Candy

Red Vines Made Simple Black Licorice Twists are free from artificial colors, artificial flavors and high fructose corn syrup. They are also made with non-GMO ingredients, bringing this classic snack in line with better-for-you snacking trends.

AMERICAN LICORICE CO.

americanlicorice.com or 866-442-2783

Seasoning Blend

Bearded Butcher Blend Black uses coffee and molasses to add full, robust flavor to steaks, burgers, roasts, game meats and more. Bearded Butcher seasonings are guaranteed gluten free.

BEARDED BUTCHER beardedbutchers.com

Cutting Rail Guide

Pony Jorgensen’s 50-inch cutting rail guide is made from heavy-duty aluminum to provide long life and consistent straight edges. It clamps onto work surfaces and features a handle-locking mechanism and built-in ruler. It is best suited for use with jigsaws, circular saws, routers and other portable power tools. A 50-inch cutting guide extension rail is also available for cuts up to 100 inches in length.

PONY JORGENSEN

ponyjorgensen.com or 800-776-2228

Sliding Bypass Door Hardware

Johnson Hardware’s Sliding Bypass Door Hardware has a precision extruded commercial-grade aluminum track. Patented “tricycle” hangers with 1-inch diameter wheels ride on convex rails with single point contact. Hangers are adjustable for height in case of settling and soft close/open door operation is available.

JOHNSON HARDWARE

johnsonhardware.com or 574-293-5664

SUBSCRIBE See More Products

NEW PRODUCTS

To stay informed about new innovations and trends, subscribe to the twice monthly Hot Products newsletter at hardwareretailing.com/subscribe

Surface Cleaner Attachment

The SIMPSON® Quick Connect Surface Cleaner is 15 inches in diameter, built from steel and uses two high-pressure rotating jets to clean garage floors, driveways, patios, decks, sidewalks and more. It fits most gas pressure washers with quick connect spray wands and is rated up to 3,700 PSI.

SIMPSON CLEANING simpsoncleaning.com or 877-362-4271

Tongue and Groove Pliers

CHANNELLOCK®’s SpeedGrip™ Tongue and Groove Pliers feature push-button adjustment that locks securely into undercut channels, heat-treated crosshatch teeth and molded nonslip grips. The SAFE-T-STOP® feature prevents finger pinches and it includes a reaming feature for deburring pipe.

CHANNELLOCK INC.

channellock.com or 800-724-3018

Whole House Filtration Unit

The HERO HS300 is a whole-house HEPA filtration unit that provides full-spectrum air cleaning by removing pollutants and allergens from the air circulating within homes. It features two-stage filtration: a prefilter with carbon and a HEPA filter. It is contained within a fully insulated cabinet and captures 99.9 percent of particles 0.3 microns and larger with no adverse effect on forced-air systems. The HERO HS300 is recommended for houses of up to 3,000 square feet.

FANTECH fantech.net or 800-747-1762

NO OTHER HEADLAMP

Introducing the next generation of MORF™ Removables, the brand that made ordinary headlamps obsolete. When the MORF headlamp is removed, the base stays lit. It’s more than bright. It’s brilliant. Contact Sales@PoliceSecurity com.

Portable Packing Machine

HexcelPack’s Mini Packing Station™ is a portable packing machine that dispenses cushioning HexcelWrap™ while requiring no electricity or maintenance. It occupies a fraction of the tabletop space required for competing solutions.

HEXCELPACK

hexcelpack.com or 855-439-2351

Paddle Grater

Microplane’s Select Series of paddle graters are designed with both the professional chef and the home cook in mind. They feature stainless steel blades with ample grating surfaces. The handles are crafted with a loop for hanging on kitchen racks. The Select Series are dishwasher safe and available with fine, coarse, extra coarse and medium ribbon blades. MICROPLANE microplane.com or 800-555-2767

Cabinet Spice Racks

Wellborn Cabinet’s Three-Tiered Spice Rack attaches to the inside of the cabinet door. These versatile racks can also be used to store paint, cleaning supplies, office supplies and more when installed in other cabinets around the house.

WELLBORN CABINET INC.

wellborn.com or 800-762-4475

Refrigerator Turntable

The FridgeView™ Fridge Turntable is BPA-free and features stainless steel ball bearings and nonslip feet. It includes a nonslip, removable silicone mat.

YOUCOPIA

youcopia.com or 888-973-9288

Customers will keep coming back for Big Stretch

It lasts

- 20+ years in the harshest environments

- The original high performance acrylic. When have you ever seen it fail?

Easy to use

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Big Benefits

- Elasticity - As homes move, it stretches instead of cracking.

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HighPerformance Technology

Plastic Packaging ...ensuring a longer shelf life and that cartridges won’t get soggy in the truck.

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10.5 oz Fill …goes further than competitive brands.

Ideal for These Applications

Seal Outside

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12 Color Choices

Big Stretch comes in clear and 12 colors to match popular trim colors.

2 Perspectives on Managing Inventory

Hear how two retailers dealt with recent supply chain disruptions at YourNHPA.org/webinars STRATEGIC

Inventory Reboot

How Supply Chain Disruptions Changed Inventory Management

BY JESSE CARLETON

Traditionally, if you wanted to manage your inventory effectively, you relied on efficiencies such as just-in-time delivery, minimal backstock and a reliable sales history. But in one year, everything changed. During the pandemic, consumer demand for home improvement products accelerated. The supply chain faced multiple challenges, including reduced work forces, limited availability of raw materials and increased demand. Retailers often had to get creative to figure out how to keep up. While many independent home improvement retailers posted record sales for 2020, nearly

everyone had to rethink the inventory management strategies they had used for so long.

As the industry (hopefully) begins to emerge from the disruptions of the past 18 months, it’s time to think about what happens next. Are there going to be fundamental changes to the way retailers manage their inventory?

That’s a question Hardware Retailing editors posed to a panel of retailers, each with different perspectives and markets. As their answers show, inventory management of the future may focus more on agility in sourcing, tighter assortments and increased emphasis on back stock.

SMART PURCHASING

Inventory manager Dani Estenger helped guide Center Hardware through the ups and downs of inventory shortages during the pandemic.

PODCAST

Wholesaler Point of View

Listen in as Dent Johnson at Do it Best talks with Dan Tratensek about supply chain issues at YourNHPA.org/tcb-pod

“One of the biggest takeaways has been to keep slowermoving items slim and trim.”

—Dani Estenger, Center Hardware

Rethinking Sourcing

Be agile enough to quickly utilize secondary suppliers and be willing to introduce new brands to your customers. It’s a strategy that will give you the best options when the supply chain gets tight.

Dani Estenger, inventory manager for Center Hardware in San Francisco, says one of her biggest challenges early in the pandemic was finding core cleaning items. Shortages and allocations from her primary wholesalers sent her looking outside the industry to areas she may have never before considered.

“For a while, finding gloves, for example, was difficult, so we started talking to vendors in the food service industry, which is a channel we normally wouldn’t have talked to,” she says. “We probably talked to 20 different glove vendors as we tried to meet the demand

LISTENING TO STAFF

Many of the products on sale at Center Hardware reflect the input of staff and customers who offer their take on what they think is missing from the store’s offering.

from our customers. As an independent, we have the advantage of being able to go wherever we can to get what we need.”

Shortages spread to other parts of the store. As the months progressed, the industry felt the ripple effects of labor shortages and a reduced supply of raw materials. Estenger began making more purchases directly from vendors to supplement what she was getting from her primary wholesalers.

At Weaver’s Hardware, which has three locations in Pennsylvania, president Edward Shenk says over the past year and a half, he’s consolidated vendors in some categories, focusing on suppliers who could deliver. In many cases, instead of carrying two major brands with duplicate products, he eliminated one so he could have a larger presence with a single vendor without redundancies, saving him cash and space on the shelf.

OPERATIONS

BOPIS Best Practices

A buy online, pickup in store service could affect the way you manage inventory. Learn BOPIS best practices at YourNHPA.org/operations

“We consolidated some stock around what was available so we weren’t always out of stock on a specific brand,” Shenk says. “We found most customers were understanding. If the brand they were used to buying was out of stock and we had an alternative, they would go with that one. There are a few vendors with strong brand loyalty, but customers are flexible with most of the brands.”

Shenk says he is likely to retain some of those alternative brands for a while. Customers are getting used to them and, more importantly, those vendors are able to keep him in stock while others are not. Retailers looking for vendor partners in the future may use the pandemic as a gauge for which vendors may be best prepared to handle a future crisis.

Rethinking Assortment Planning

Many home improvement retailers have built a reputation on being the place with hard-to-find items. Where big boxes boast a broad selection, independents often go deep in categories that are important to their customers. However, as the pandemic pressured retailers to stock up in some areas, they were faced with decisions on how to spend their cash. Trimming out slow-movers has always been an inventory management best practice; now assortment planners may be a bit more aggressive when purging C and D items.

At Center Hardware, the pandemic drove home the wisdom of being judicious with every dollar. Estenger says that high demand for some categories, such as PPE, led her to purchase as much as she could. To get the extra inventory dollars to make those purchases, she looked to other categories.

“One of the biggest takeaways has been to keep slower-moving items slim and trim,” she says. “We don’t need excessive amounts of inventory and need to have those extra dollars available.

Those changes can be frightening, because you are putting a halt on some of your buying, but you should always be aware of where you can shed inventory dollars.”

The pandemic also brought an opportunity. Center Hardware has typically been heavy in commercial and pro sales, but within the span of just a few months last year, their percentage of consumer traffic increased by 50 percent. Estenger began selling categories she wouldn’t have dreamed of stocking two years ago, such as games and puzzles. She might have never considered those products had she not listened to customers and staff. The pandemic has re-emphasized the importance of communicating with staff on the salesfloor and customers about what they think is missing in the inventory. Sometimes, staff suggest bring up products she may never have tried had she not been listening.

“There are a few vendors with strong brand loyalty, but customers are flexible.”

—Edward Shenk, Weaver’s Hardware

LARGER ORDERS

Shifting Preferences

Availability has trumped brand loyalty for many customers during the pandemic. This shift presents opportunities to bring in new brands, as some of these preferences may stick for the long term.

20 %

of DIYers tried a new brand during the pandemic. Nearly two-thirds of them said the new brand was either somewhat or much better than the old brand.

32 %

of residential and commercial pros have tried a new building material brand during the pandemic. More than 90 percent said they were satisfied with that brand.

46 %

of consumers found the new brand on a supplier or retailer website. A close 42 percent found new brands in the store aisles.

Source: Venveo and The Farnsworth Group

TRAINING

Inventory Insights

Take the course in Basic Inventory Management to build your knowledge. Enroll at YourNHPA.org/membership

“Those conversations are where you’re going to find out what you’re missing and what products you have that you don’t need,” Estenger says. “Just looking at the data isn’t always enough.”

Estenger also says that one of the reasons her business was able to have an ample supply of in-demand items such as PPE is because they are in the habit of proactive buying. Center Hardware typically has a large quantity of masks on hand, given that their area of the country is prone to frequent forest fires. When the COVID-19 virus began to emerge, she had the foresight to understand the significance for their business and adjusted her ordering accordingly.

“You have to watch what’s happening in the world and be thinking how that might affect your business,” she says. “We made some big buys at the beginning of the pandemic and that paid off for us.”

Rethinking Ordering

Retailers who used to rely on just-in-time delivery to maintain inventory levels may start keeping more backstock to provide a safety net against supply chain issues. They have the confidence to buy larger quantities, and often buy them further in advance than may have been necessary in the past. Retailers who already have efficient operations and have cash on hand to invest in extra inventory will be best prepared to deal with supply challenges.

Dale Drew, owner of Merrilees Hardware and Supply, operates two stores in Indiana and one in Ohio. Last year, he dealt with supply shortages by taking advantage of the future reserves program offered by his wholesaler so he could buy inventory in advance, even if he didn’t need it immediately. He also increased his normal seasonal buying so he felt he would have enough for the coming year.

Sales at Merrilees rose 30 percent last year, which includes extra business generated by a remodel in one of his locations. But between forecasting and searching for alternative products, Drew estimates purchasing requires four times as much time as it used to and his payables have been nearly double what they are normally. His father even came out of retirement to help with the ordering.

While Drew anticipates the supply chain will emerge from this crisis stronger, he also foresees hanging on to some of the buying practices he’s acquired over the past few months. He has spent more time looking at inventory reports, examining them on a daily basis, and is particularly attentive to pricing.

“We are forecasting further out and buying further in advance, just to make sure we are getting product in the door,” he says. “We also raised our order quantities so we are buying more by the case, rather than just individual items.”

At Weaver’s Hardware, Shenk says the past year and a half has completely shifted the way he’s thought about just-in-time delivery.

“Our receiving process used to be truck to shelf. Now we are truck to warehouse to shelf,” he says. “The amount of backstock we are keeping has changed.”

That’s a challenge for retailers like himself who don’t have a lot of extra space, as stacking extra merchandise on the salesfloor can make the store look cluttered. He already has plans in the works to build a fourth location. Before the pandemic, he would have allocated about 10 percent of the building for warehouse space. Now, he’s planning to change that to about 35 percent.

“In the future, we are going to carry a higher percentage of safety stock,” Shenk says. “I think we’re going to see more fluctuations on what is available and when, and retailers are going to have to take a bigger part in warehousing more product in their store.”

Finding space for high stock levels on some items could also lead him to eliminate redundant and slow-moving items in other areas. He’ll also change the way he buys. Instead of ordering the same product twice a month, he’ll order larger quantities once a month to increase his in-stock position and potentially reduce his cost.

He says if more retailers take the same approach, distributors can be more efficient, too. Decreasing frequent, small orders eases the workload on warehouse staff, who may already be dealing with reduced staff and increased demand. Helping distributors is just one example of how everyone in the industry can work together.

And that spirit of working together has been a key component of getting through the pandemic,

“We also raised our order quantities so we are buying more by the case, rather than just individual items.”

—Dale Drew, Merrilees Hardware and Supply

Shenk says. Heightened customer demand and reduced workforce required a new sense of teamwork at every level of an organization. There were plenty of times when everyone on staff had to pitch in to get a job done. Customers showed a renewed loyalty to small businesses and an understanding of the challenges they faced, he says. It’s that spirit of working together that helped retailers survive the past 18 months.

“If we all work together to make the whole system work better,” he says. “Whether it’s supply, distribution or retail, that certainly makes it better for everyone and more fun to be in business.”

BUYING FUTURES

Dale Drew took advantage of the future reserves program offered by his wholesaler to deal with supply shortages.

NEW VANTAGE POINTS

Glenn Ubertino operates four separate businesses in North Carolina, each with its own brand, purpose and customer focus.

Wholesale Wonders

Learn how a wholesale supply program can enhance your business at hardwareretailing.com/wholesale

COVER STORY

Beyond

the Walls

UNIQUE PARTNER BUSINESSES BRING NEW OPPORTUNITY

BY TODD TABER

Glenn Ubertino owns Zoller Hardware in North Carolina and has seen both sides of the retail coin. As a child, he grew up in the independent hardware store his parents owned, and as he began his own professional career, he worked alongside the founders of Home Depot to build one of the world’s leading big-box home improvement chains.

Now, he’s combining those experiences to carve out his own retail empire in the mountains of Cashiers, North Carolina. Slowly but steadily, he and his wife Kim have acquired three complementary businesses that both enhance

their flagship Zoller Hardware location and diversify its product offerings to reach new customers throughout the region. At the heart of each store’s mission statement is a drive to offer shoppers unique products and expert advice.

“I want each store to have its own personality,” Ubertino says. “We want to offer great service in every business no matter what it’s called.”

See how investing in unique partner businesses can bring about unexpected synergies and reach new customer segments. Learn more about how and why Ubertino acquired each business and how he balances the management of four separate but thriving operations.

Backyard Bonus

If your customers are planning a staycation, help them make the most of it with backyard fun and games at hardwareretailing.com/staycation

On Vacation & On Trend

Do you live near a vacation community like Ubertino?

Molding your inventory to match second homeowners’ needs could be the perfect way to net new sales.

The Flagship ZOLLER HARDWARE

Vacation home sales grew 16.4 percent in 2020, outpacing existing home sales.

The top vacation home destinations in the U.S. include Florida, Maryland and Michigan.

Source: National Association of Realtors®

Ubertino says his main priority as an independent operator is to help people, and that’s exactly what his flagship, Zoller Hardware, does for the Cashiers region of North Carolina.

In 2016, as Zoller Hardware’s original owners were eyeing retirement, the Ubertinos were ready for a major life change of their own. They had originally planned on retiring in the region, but moved the schedule up a few years to purchase Zoller Hardware.

The store now features more than 7,000 square feet of salesfloor. Ubertino says it’s important to offer the core categories, but he also looks to his customer base for more specific guidance on product assortments.

“We live in a vacation property community,” he says. “A lot of properties in the area are second homes where people from Florida,

Alabama and Georgia come to escape the hot summers.”

Knowing his busy season was May through October, Ubertino strengthened his inventory with lawn and garden essentials, capturing sales from the temporary residents as they outfitted their summer homes. The business sees steady sales of high-end grills, outdoor furniture and local housewares to distinguish itself from competitors.

It was at Zoller Hardware where Ubertino first experimented with spinning off his business. He purchased an adjacent building to the hardware store and began merchandising paint and power equipment inside it. The move allowed him to stock more products in both the main hardware store and the adjacent building and to deepen his product selection in multiple categories simultaneously.

Build Your Brand

Discover how you can build your brand to help customers build positive connections at hardwareretailing.com/branding

What’s in a Name?

Ubertino says he’s thought of changing the names of each of his partner businesses to include Zoller, but has continually decided against it to give each a unique brand.

“I think the businesses can get a little watered down if they’re under one single name. It’s a little more expensive to market them all individually to customers, but it gives each business its own character.”

—Glenn Ubertino, Cashiers Kitchen Co.

High-End Selection

CASHIERS KITCHEN CO.

ESTABLISHED 2017

In 2017, the Ubertinos opened Cashiers Kitchen Co., a high-end kitchen store catering to homeowners searching for unique items.

He says the impetus behind opening this second store was customer demand.

“Zoller Hardware shoppers would ask for things we simply didn’t carry,” Ubertino says. “These customers wanted higher-end appliances and cookware to match their homes.”

The Ubertinos decided to fashion the business after Williams Sonoma, a high-end, national kitchenware and consumables retailer.

They’ve followed that precedent, stocking Cashiers Kitchen Co. with upscale kitchen items like cutlery, name-brand cookware, on-trend appliances and unique toasters and

CUSTOMER SEGMENT

blenders to catch customers’ eyes and offer something different to the community.

Ubertino says that while working with Home Depot, one of his passions was merchandising, and Cashiers Kitchen Co. gives him a broad canvas to practice his skills. Plates, silverware and decorations are often bundled together to commemorate major holidays. He also regularly sources locally made products, including consumables, and proudly displays them to customers for quick impulse sales.

As the second home market continues to strengthen, Ubertino says he will keep expanding the store’s product offerings, listening to what his customers need to personalize their homes.

As a Do it Best member-owner, you can invite your customers to explore the industry’s largest selection of liquid paints, primers, and sundries.

The Color Bar™ transforms your paint department into an informative, inspirational customer experience that will keep them coming back.

Add product training and support, exclusive brands, and efficient delivery from our warehouses, and it‘s easy to see how Do it Best can establish your business as the first, best and only choice for paint.

Discover how Do it Best can help you become your community’s paint shopping destination. Call us today at 888-DO-IT-BEST (888-364-8237) or visit doitbestonline.com.

Targeting Pros

Discover how and why big boxes are targeting pros at hardwareretailing.com/pro-focus

Buzzing With Opportunity

One of the benefits of owning multiple businesses is allowing employees to move freely.

Ubertino uses identical POS systems at each store, so every employee can ring up sales and receive merchandise accurately.

“It helps keep things fresh for our employees. It also helps fill staffing gaps and keeps each business running.”

—Glenn Ubertino, Cashiers Electrical Co.

The Pro Source CASHIERS ELECTRICAL CO.

With revenue from his previous businesses Zoller Hardware and Cashiers Kitchen Co., Ubertino decided the time was right to invest in a third business and offer another unique offering to customers in the region, this time focused squarely on pro needs.

Cashiers Electrical Co. is located 1 mile from Zoller Hardware, in a prime location directly across from the town’s only grocery store. Ubertino had long envied the location, and when he learned the business’s previous owner was considering retirement, he invited the man out to breakfast for a fruitful discussion.

After coordinating the final details, the Ubertinos purchased the electrical business in

November 2020, enabling them to expanded to a third location, this time focusing intensely on driving sales from pro customers.

“It was such a great location, every time I drove by, I saw the parking lot filled with vans and pickup trucks,” Ubertino says.

He says the decision to purchase the business was also motivated by future prospects. Its prime location raises the possibility another business owner could approach Ubertino in the coming years to purchase it from him.

The store meets the pro mandate seamlessly; less focused on merchandising than the other locations, the business is geared to serving local electricians promptly and completely.

Time to Lead

Discover how you can take control of your day by implementing time management skills at hardwareretailing.com/time-management

Let Go to Gain Clarity

Ubertino says one of the main challenges of running four independent businesses is time management.

“I’m a hands-on retailer and I’m definitely not a fly-by or absentee owner. I think it’s important to hire the best people you can and let them take control of some of the smaller details. I trust my team to pick them up and strengthen each business.”

—Glenn Ubertino, Cashiers Electrical Co.

The Newbie

THE BIRD BARN AND GARDEN

On Memorial Day weekend, Ubertino welcomed shoppers to the grand opening of The Bird Barn and Garden, the Ubertinos’ fourth business. Opening this fourth location was a chance to capture sales from the renewed interest in gardening and outdoor living that began during the pandemic.

The Bird Barn and Garden is conveniently located in the same shopping complex as Zoller Hardware, meaning customers can visit the two businesses in a single trip.

One of the reasons Ubertino wanted to open The Bird Barn and Garden was to bring back a beloved Cashiers’ business. The store closed two years ago, but previously supplied a custom mix of birdseed that became a local favorite.

The previous owner, Leroy Parr, suggested Ubertino continue carrying

the seed mix even after The Bird Barn originally closed, and Ubertino saw the single product bring in robust sales from a new customer demographic. Parr will now join the new Bird Barn, offering specialized knowledge to bird enthusiasts and hobbyists in the region.

Ubertino says his entire professional experience, from seeing his parents manage an independent hardware store to working alongside big-box giants, has given him the skills he needs to manage four separate businesses successfully.

“I was lucky enough to learn lessons from some of the best people in retail,” he says. “I bring a lot of that to the current businesses: how to negotiate, manage people, price and market products effectively. When I made the leap to owning my own businesses, it gave me the confidence that I could do it.”

SOLVING PROBLEMS

Creating Dynamic Displays

Discover best practices for merchandising plumbing products at YourNHPA.org/merchandising

Pipe Dream More Than a

How to Connect With Customers Over Fixtures and Fittings

BY LINDSEY THOMPSON

Whether it takes up one aisle or a large portion of your store’s square footage, the plumbing department is a key category for many home improvement retailers. Finding success in this category requires the right combination of product assortment, employee knowledge and an ability to help with everything from emergency repairs to planned remodels.

Miller’s Do it Best Home Center in Baker City, Oregon, has found success in the plumbing category thanks to its large selection of products, but the store’s plumbing department shines because of its commitment to assist customers, especially DIYers, in emergency situations. Leading the charge is store manager Daryl DeMoss, a former journeyman pipefitter who also has his master plumber license.

Showroom Specialties

See how two retailers use plumbing design centers to creatively merchandise and organize products at hardwareretailing.com/plumbing-merchandising

Putting Customers First DeMoss has a propensity for thinking of others’ needs first, which comes through in his role at Miller’s too, where he uses his professional plumbing experience to assist customers, especially DIYers who need a little extra guidance. Every day, DeMoss assists customers with diagnosing plumbing problems, finding the right parts and choosing products for a remodel. It’s not rare for DeMoss to take his skills outside the store too; he recently went to an elderly customer’s home to repair a leaking hose bibb that was causing flooding in the basement.

Because of his plumbing experience, DeMoss has developed good relationships with local plumbers who can recommend to customers. But if those plumbers are too busy to help a customer and that customer has a water leak or repair they need taken care of right away, DeMoss will go and fix it himself at no charge to the customer.

Home Center serves customers tackling all types of plumbing projects, stocking a large selection of items.

What’s Trending in PLUMBING

FINISHES

While the meat of a plumbing category centers on what goes in walls and under cabinets, the stars of the category are the pieces people see every day. Here’s a look at what is trending in plumbing products in 2021.

Brushed nickel has emerged as a front-runner in fixture finishes, ahead of oil-rubbed bronze. The National Kitchen and Bath Association’s (NKBA) 2021 Design Trends report found black matte is another popular option.

Water conservation monitors and temperature controls for faucets are hot products in bathrooms and kitchens. Smart toilets and bidets that flush automatically and have heated seats are also gaining popularity.

SINKS

Pedestal sinks are nearly obsolete; the 2021 NKBA Design Trends report found only 3 percent of homeowners want a pedestal sink in the bathroom. The most popular sink finishes are stainless steel and white porcelain.

Homeowners are opting for standalone rather than built-in tubs to save space and make a statement. The most popular tub color is still white, but bold colors like yellow and teal are making their way into bathrooms.

• Restor-A-Finish is a unique nish-penetrating formula that restores wood nishes while blending out minor scratches, blemishes, and abrasions

• With a simple wipe-on, wipe-o process, most nished wood surfaces that seem to need a complete re nishing job can be restored in a few minutes

• Removes white heat rings and water marks, sun fade, oxidation, smoke damage, etc.

• Restor-A-Finish restores the nish without removing any of the existing nish

Eliminates white heat rings, water marks, sun fade, oxidation, smoke damage, etc.

PRODUCTS

Plumbing Pluses

Learn the products to include as add-on sales when selling faucets at YourNHPA.org/selling-skills

“In my opinion, there’s more to business than making money,” DeMoss says. “There are relationships that are built.”

That commitment to customer service trickles down to the other employees through DeMoss’s leadership. Employee training is an ongoing process, and DeMoss teaches by doing.

“Anytime an employee brings a customer to me with a plumbing question or issue, I have that employee stay with me. Together, we walk the customer all the way through the process so my employee learns to ask the right questions and see different ways they can help,” DeMoss says.

Through this hands-on training, employees learn how to assist all customers, who are split evenly between professionals and DIY shoppers.

The customer service doesn’t end in the store, however; customers can visit the store’s Facebook page for plumbing how-to posts. Past posts have included tips on using specialty fittings and how to tile a tub or shower surround.

Plenty of Product

Along with having experienced and knowledgeable employees, Miller’s Home Center also boasts a robust plumbing selection. The plumbing department occupies 2,000 square feet of the 18,000-square-foot salesfloor. There’s also a section of outdoor space for larger items like septic tanks and large pieces of pipe.

The interior plumbing section includes a complete wall of pipe and four aisles of plumbing products, plus several other wall displays. Customers can also browse the store’s selection of faucets, shower valves, toilets, showers and tubs.

During his tenure at Miller’s, DeMoss has grown the plumbing department, filling in product voids as he sees them. He sources products from the store’s wholesaler and through other vendors, and he also keeps a selection of products in stock for a core base of plumbing contractors who frequently use Miller’s.

DeMoss makes the most of the store’s limited space by setting up several how-to displays that allow customers to see firsthand how to tackle and finish a plumbing project.

“We have some displays with different types of fittings that show customers how those particular fittings work. We also frequently open packages so customers can see how parts fit together,” DeMoss says. “We have more hands-on displays in the store than fancy merchandising.”

DeMoss is confident that even if the store doesn’t have a particular item a customer needs, they will return when another home improvement need comes up because of the store’s focus on results-oriented customer service.

“Sometimes we might not make a sale because we don’t have what a customer needs,” DeMoss says. “But it’s all about making a connection and getting that conversation going to get them coming back the next time.”

When the store doesn’t carry a specific plumbing product a customer needs, employees can special order many items. Miller’s relies on its co-op’s retail solution center to fulfill special orders; the local warehouse stocks many items that Miller’s can’t. His supplier also arranges for drop-shipping from popular plumbing vendors and ships from the co-op’s other warehouses if the local warehouse doesn’t have an item.

“Our staff is good about searching the internet and finding and buying what our customers need,” DeMoss says. “We are never going to abandon a customer, and we are always willing to recommend a specialty store, or even our competition, to get their problem solved.”

Miller’s Do it Best Home Center has dedicated over 2,000 square feet of salesfloor to its plumbing department. The store caters to both DIY and professional customers. PRODUCTS FOR ALL

THE SPEED YOU NEED TO CRUSH THE CLOCK

LEAVE THE COMPETITION IN THE DUST

Supporting Your Employees

Learn tips from Kim Peffley on helping your employees through stressful times at YourNHPA.org/webinars

Giving

Neighborly Carpenter’s Paint and Hardware enjoys a long history as a community hub and gathering place for local residents. & Getting

BY KATE KLEIN

Carpenter’s Paint and Hardware is as much a part of its Camden, New York, community as its owner is. Jim Plumley has spent most of his life in the village, supplying customers with much-needed products and providing a listening ear to his neighbors for decades.

The store has been a community hub for generations; locals go to the store to shop, but also to share about their lives.

In business for nearly 175 years, Carpenter’s serves local contractors and full-time residents, many whose homes were built in the 1800s, and part-time residents who own cabins, cottages or campgrounds in the area.

Camden is located near the foothills of the Adirondack Mountains, flanked by picturesque rivers. Vacation houses are common in the area, owned by people who want to take advantage of local outdoor recreational opportunities.

Being a good neighbor is a way of life for Jim and a foundation for his business. His closest competitor is a local store on the same street as Carpenter’s, but Jim’s relationship with the owner exemplifies his values and the community culture.

“We just happen to be friends in the same business, and that’s how we treat each other,” Jim says. “It’s a small town. Everyone helps each other, including my competition. I help him, and he helps me.”

ALL IN THE FAMILY

A STORIED HISTORY

Carpenter’s Paint and Hardware has been a community hub and go-to spot for home improvement products for almost 175 years. It’s not uncommon for customers to stop in just to chat.

“I grew up in this store and my heart has always been here.”

—Jim Plumley, Carpenter’s Paint and Hardware

In the Beginning Carpenter’s has been serving the Camden community since 1848, when founder F.F. Fifield began selling hardware and agricultural supplies. Fifield sold the business to store clerk W.H. Dorrance, who went on to sell it to local businessman Joseph McFern. McFern hired Jim’s father John Plumley in 1942 to sweep the floors for a paycheck of about $1 per week.

In 1944, McFern sold the business to Bud and Thelma Carpenter, who added their last name to the store name. John stayed for the next half century, working most of that time for the Carpenters.

The Carpenters didn’t have children, but they loved the Plumley family like their own and hired all seven of John’s children over the years.

When Jim graduated from college in 1985 and left to start a career traveling the northeast U.S. for an international paint company, he had put in nearly 10 years of work at Carpenter’s.

John bought the store in 1989. When he was ready to sell it and retire five years

later, two of his children still worked at the store but wanted to pursue other projects.

Jim was enjoying the career he had built at the large paint company, but the opportunity to buy Carpenter’s made him reconsider his trajectory.

“I grew up in this store and my heart has always been here. When my parents announced they wanted to sell, I knew buying it was going to be a big step for me,” Jim says. “I didn’t want to wander through life wondering, ‘What if?’ I don’t want to go through life with regrets.”

Jim knew that owning and operating the store would be a significant change for his family since the business would require his constant oversight. He manages the day-to-day operations himself but also relies on seven dedicated employees.

“I asked my wife Danielle for her blessing going into this venture. She gave it and has been supporting me ever since,” Jim says.

“My employees, like Bob Bolinger, who has been with me for 26 years, are another reason we’ve grown and come so far.”

Owning the Store

When Jim bought Carpenter’s, the operation was a classic hardware store selling the core categories such as electrical, plumbing and hand and power tools. It had also sold major appliances since the 1920s.

Jim decided to enlarge the store’s paint department because he had enjoyed his seven years working in the paint industry. He committed one-quarter of the 4,000-square-foot store to paint and paint sundries. He also changed the store’s name from Carpenter’s Hardware to Carpenter’s Paint and Hardware.

“We truly are in the paint business. It’s not just a sideline for us,” Jim says. “We like color, and we like selling paint.”

Paint has grown to be the store’s second largest department, trailing only plumbing as the biggest contributor to overall sales.

Jim promotes the paint category heavily, primarily investing in newspaper advertising. Even young shoppers loyally read the weekly newspaper in Camden and mention the ads they see. Jim uses Google Ads and occasionally promotes products on Facebook.

The Carpenter’s Paint and Hardware customer base is primarily DIYers, many of whom own the area’s old houses, which require ongoing upkeep, if not full-scale remodels or restorations.

Carpenter’s and the other hardware store in town serve many of the same customers, but Jim and his competitor have found distinct niches that allow them to differentiate so both can remain successful.

For example, Carpenter’s has strong appliance and wood pellet stove niches, while the other store operates a well-established flooring business.

More Than a Job

The Plumleys are heavily invested in the community and care deeply about its people. Jim is the president of a

FRIENDLY SERVICE

local village improvement organization and also enjoys donating flower boxes to display throughout Camden. He and his staff help build theater sets for the high school drama department, constructing the sets in the store’s warehouse and providing the needed tools and supplies.

Danielle has never worked at the store, but she and Jim both have made careers of helping people. She is a social worker who worked for the state of New York before accepting a job with the local school system.

Jim finds that his work isn’t always as different from Danielle’s as it might appear.

“People know me and want to talk about things not always related to their home improvement projects,” Jim says. “You learn a lot about people and from people. They help us and we help them.”

The store has always been locally owned, but the Plumleys have kept it in their family longer than any previous owner. Jim hopes when he is ready to retire, he will find a young buyer who is as eager and invested as he was when he bought it at age 32. He and Danielle have one child, 16-year-old Maggie, who has grown up spending much of her time at the store, like Jim did.

“People know me and want to talk about things not always related to their home improvement projects.”

—Jim Plumley,

Carpenter’s

Paint and Hardware

The school bus used to drop Maggie off at the store at the end of her school days, and she has made years of memories at the business. She has worked at the store since she was 13, but she has other interests, and Jim does not expect her to buy the operation like he did.

“I love what I do. Running a small hardware store in a small town has been a great life,” Jim says. “I’ve been fortunate to have grown up around wonderful people.”

Canadian Updates

Get the latest industry news and trends from Canada by visiting hardwareretailing.com/canada-august

Canadian Market Report

Each quarter, Hardware Retailing is checking in with Michael McLarney, editor of Hardlines, a Canadian publication focused on home improvement industry trends. In this first installment, get up to speed on how COVID-19 has impacted Canadian retailers and discover the latest insights from Hardlines’ podcast series. For more information on the Canadian home improvement market, visit hardlines.ca.

Canadian Retailers Welcome Higher Sales, New Opportunities

hroughout the COVID-19 pandemic, the Canadian retail home improvement market experienced many of the same challenges encountered in the U.S., while also observing the same surge in spending.

North America proved to be a great market for home improvement spending. According to the Global Home Improvement Report 2020, produced by the combined European and global retail home improvement association EDRA/GHIN, the combined sales power of the North American market totalled almost $550 billion. Canada represented $52.5 billion, making it No. 3 on the world stage after the U.S. and Germany.

The Canadian market enjoyed the buoyancy experienced by the U.S., as independent dealers worked to adjust to contactless selling and curbside pickup. But challenges continue, even as vaccination rates soar in Canada and provinces begin opening up in earnest. These include product shortages, which we expect to continue into the beginning of 2022.

Price increases, a natural extension of limited supply, were already easing as of July. Overall, count on this trend to continue for products tied to raw materials, such as plastic and steel, through the end of 2021.

Until the pandemic is truly under control, which may take years, if ever, to happen, the flow of materials and goods will remain challenged well into 2022.

The big change for most independents was adjusting to the explosion of e-commerce. This has become a game-changer for all retail. But independents will need the full support of their banner head offices to maximize this opportunity and minimize the impact of larger chains. Tied to this trend is the importance of managing data. The need to drive loyalty through data from online sales has become the growth department for many major retailers.

After COVID-19, the industry is bracing for a drop-off in sales as life returns to “normal.” People are eager to return to spending on trips, experiences, theater, sports events, etc. This pent-up demand will soften spending patterns related to the home, returning them to more normal rates of growth.

Michael McLarney Editor, Hardlines

Hardlines' podcasts highlight the latest home improvement trends. Review recaps of two recent episodes and visit hardlines.ca to stream these episodes in full.

INDUSTRY LEADERS

In Conversation: Tony Hurst,

President of Lowe’s Canada

Tony Hurst heads up one of Canada's largest retailers. He shared some of his thoughts and insights in a recent interview on Hardlines’ latest podcast, speaking on topics ranging from product assortments to aligning more strategically with vendors.

Unlike in the U.S., where Lowe’s operates big boxes only, Lowe’s Canada manages businesses under three different banners: Lowe’s, RONA Home and Garden and Réno-Dépôt. The company also provides wholesale support to a network of independent, or affiliate, dealers under the RONA banner. This adds layers of complexity not present in the U.S. business model.

Hurst says he sees room to grow the business, including both by increasing the company's market penetration and by creating greater incremental growth.

“There’s obviously growing your square footage, and I don't think we're there yet. But I think my focus is really on organic growth," he says.

Those efforts won’t be at the expense of physical growth, but he sees an immediate opportunity addressing what he calls “retail fundamentals” within the existing stores, regardless of the banner.

“We’ve got a lot of work to do there to make sure that the way our stores are operating—the operational and merchandising processes and systems—are all harmonized,” Hurst says. Those processes will help standardize expectations for customers to help drive footsteps into the stores.

IMPORTANCE OF HUMAN RESOURCES

Understanding the Value of Your People

During the pandemic, the importance of managing and maintaining the well-being of staff became more acute than ever. Helping your team through the trying times of COVID-19 requires a team approach, one that should involve giving your managers the tools to cope with their teams. This is one of the people issues that are addressed in the pages of a new publication, Hardlines HR Advisor.

While managing the wellbeing of a team is important, many businesses right now have more fundamental challenges, such as hiring more people to build those teams. Dealing with the issues of hiring, firing and training on the job has made HR an important part of the business for dealers of all sizes.

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OUTREACH

Share Your Stories

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

EVENTS

Handmade Goods

TEXAS

RETAILER PUTS FOCUS ON COMMUNITY MAKERS

Shawn Risinger, owner of Eagle Hardware Farm and Ranch in Royse City, Texas, has always been focused on serving and educating customers through unique events.

THAT FOCUS WAS THE INSPIRATION for the store’s Shop the Barn event, a craft fair hosted in a barn space in the store’s parking lot. Over the last two years, Risinger’s daughter, store manager Bethany Guevara, has given the event a new focus: local, handmade goods.

“When I took over the event, I wanted to identify what the important parts were and really focus on what the community wanted to see,” Guevara says. “My role here at the store is focused on bringing in families and having fun things for them to do, which is where the Shop the Barn event comes in.”

Guevara organizes the event twice a year, once in the spring and once in the fall. She focuses on bringing in local makers, everyone from bakers and florists to people who create home decor items, baby clothes and more. Although there is revenue tied to the event, Guevara says that’s not the primary goal.

“The best part is that it’s all local families who are selling and buying,” she says. “We try hard to make the Shop the Barn event about the community we serve.”

a choice of style

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Belly Up to the Paint Pub

When the owners of Norfolk Hardware & Home Center in Boston renovated the store several years ago, they added a whimsical touch to the paint department. The Paint Pub, a re-creation of a traditional pub with dark wood accents and leather barstools, pays homage to the area’s Irish heritage and offers a spot for customers to have a seat while they order paint and consult with the paint team.

“Our company has been around since 1934, and we used to have a paint counter with chairs where painters could wait for their paint to be mixed. So, we took that concept and used it when creating our Paint Pub,” says marketing manager Julie Blake. “Our customers love being able to have a seat and chat while they wait.”

EVENTS

Going On a Unicorn Hunt

Franklin Hardware & Pet Center in Chambersburg, Pennsylvania, wasn’t able to host its annual pet photo with Santa event in 2020 because of COVID-19, but was able to replace it with a fun scavenger hunt. Children could search for a giant purple unicorn hidden somewhere in the store. Any child who found it received a small animal figurine as a prize.

Lost and Found

When a young boy lost his favorite toy while shopping with his dad at Rathdrum Trading Post Hardware in Rathdrum, Idaho, the community came through to reunite boy and toy. General manager Matt Smith found the toy, which had the boy’s name written on the back, in the store and posted photos of it on the store’s Facebook page.

“Any toy that is important enough to have a name on it is important enough to try and find the lost owner,” Smith says. “That is one of the main themes of all of the ‘Toy Story’ movies with the tragedy of losing a loved toy. Almost everyone can relate to losing a special toy and how it crushed them.”

The post was shared 53 times and Elijah, the toy’s owner, was quickly reunited with his toy.

“Fortunately, we know our customer base well and knew the post would strike a chord and likely reunite Elijah with his toy,” Smith says.

“Fortunately, we know our customer base well and knew the post would strike a chord.”

—Matt Smith Rathdrum Trading Post Hardware

Moore

benjaminmoore.com

Industry Events

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

brushtechbrushes.com

Do It Best Corp.

doitbestonline.com

Franmar

franmar.com

Generac

generac.com

Gordon’s USA

13 gordonsusa.com

Great Northern Equipment Dist. 41 gnedi.com

Home Improvement Research Institute 63 hiri.com

Howard Products

howardproducts.com

Intertape Polymer Corp. BC itape.com Knox Fertilizer 25 knoxfert.com/schultz Lighthouse for the Blind

lhbindustries.com

lumax.com

Tools

mayhew.com

LAST WORD

Professional Recommendations

See how one retailer serves DIY customers with recommendations for local service providers on Page 48

RESOURCES

Helpful Hands

CREATING A LIST OF PROFESSIONAL SERVICE PROVIDERS IN YOUR AREA

WHILE YOU MAY BE ABLE to provide all the products a customer needs for a project, they may still need a helping hand with actually accomplishing their DIY goals. Offering your customers a list of local service providers and professionals for plumbing, electrical, painting or general handyman services shows you’re willing to go the extra mile and build rapport with other local businesses. Check out these four tips for putting together your own list of resources.

Ask around. Talk to trusted customers for recommendations on the contractors they use. Most likely, you also already have contractors as part of your customer base who would love the extra promotion.

Do your homework.

When you recommend someone, they become an extension of your own business. Before adding anyone to your list, check out their credentials and reviews to be sure they provide high-quality and fully licensed work. 03 01 04 02

Offer paper and digital copies. Make it easy for your customers to access your list by keeping hard copies on hand in your store and creating a page on your website to share the list digitally.

Seek out cross promotions. Don’t be afraid to ask your recommended service providers if they’ll also recommend your business to their customers in return for you adding them to your resources list.

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