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Serving Hardware, Home Center & Building Material Retailers

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Young Retailers Reach New Heights Page 36

How You Can Support Next-Gen Tradeworkers VOLUME 217 • ISSUE 1 • JULY 2019 • HARDWARERETAILING.COM

Page 54

Culture

Operations

Do you have core values and a vision your employees understand and support?

Do you have trouble with task management and getting work done consistently?

People

Growth

Do you struggle with hiring and retaining employees or getting staff to communicate?

Do you have immediate and long-term plans for improving and growing your company?

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Headquarters

COMING IN AUGUST PUBLISHING EXECUTIVE VICE PRESIDENT AND PUBLISHER Dan Tratensek

COMMUNICATIONS DIRECTOR OF MARKETING AND COMMUNICATIONS Whitney Daulton SPECIAL PROJECTS EDITOR Liz Lichtenberger

136 N. Delaware St. #200 Indianapolis, Indiana 46204 Phone: 317-275-9400 Fax: 317-275-9403 Email: nrha@nrha.org Website: nrha.org SOCIAL MEDIA LINKS

MANAGING EDITOR Melanie Moul ASSISTANT EDITORS Kate Klein Chad Husted Todd Taber SENIOR DESIGNER Lynnea Chom GRAPHIC DESIGNER Kelsey Truex WEB DEVELOPER Kevin Trehan

CAM 01

Be Secure in Loss Prevention In August, Hardware Retailing takes a deep dive into loss prevention. Learn how retailers have recovered from loss and get expert tips on prevention and awareness.

@NorthAmericanRetailHardwareAssociation PRODUCTION SERVICES

@nrha_official North American Retail Hardware Association @nrha_official HEADQUARTERS STAFF PRESIDENT AND CEO Bob Cutter VICE PRESIDENT OF FINANCE AND BUSINESS SERVICES David Gowan EXECUTIVE COORDINATOR Marci Taschler

PRODUCTION MANAGER Nancy A. Vondersaar SALES AND PRODUCTION ASSISTANT Freda Creech

CIRCULATION CIRCULATION DIRECTOR Richard Jarrett

CIRCULATION/SUBSCRIPTION/ LIST RENTAL INQUIRIES

8-1-2019 02:34:32

PHONE 314-432-7511 FAX 314-432-7665

MEMBER SERVICES TRAINING MANAGER AND EDITOR Jesse Carleton, 317-275-9418, jcarleton@nrha.org RETAIL OUTREACH COORDINATOR Renee Changnon, 317-275-9442, rchangnon@nrha.org EVENT MANAGER AND RETAIL SUPPORT Katie McHone-Jones, 317-275-9426, kmchone-jones@nrha.org

RETAIL LEADERSHIP INSTITUTE EXECUTIVE DIRECTOR Scott Wright, 317-275-9417, swright@nrha.org

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

STATE AND REGIONAL ASSOCIATIONS MIDWEST HARDWARE ASSOCIATION John Haka, 5000 Woodward Drive, Suite A, P.O. Box 8033, Stevens Point, WI 54481-8033; 715-341-7100; 800-888-1817; Fax: 715-341-4080

SALES/NRHA VENDOR PARTNER DIRECTOR OF SALES Lowell Huffman MIDWEST REGION MANAGER Brad Lyons, 136 N. Delaware St. #200, Indianapolis, IN 46204; 317-275-9424, Fax: 317-275-9403, blyons@nrha.org WEST REGION MANAGER Jon Dawson, 136 N. Delaware St. #200, Indianapolis, IN 46204; 317-275-9420, Fax: 317-275-9403, jdawson@nrha.org NORTHEAST REGION MANAGER Lowell Huffman, 136 N. Delaware St. #200, Indianapolis, IN 46204; 317-275-9443, Fax: 317-275-9403, lhuffman@nrha.org SOUTHEAST REGION MANAGER Nick O’Connor, 136 N. Delaware St. #200, Indianapolis, IN 46204; 317-275-9409, Fax: 317-275-9403, noconnor@nrha.org CANADA John Magner, 500 Queens Quay W., #101 W. Toronto, Ontario M5V 3K8; 416-598-0101 x220, Fax: 416-598-9191, jmagner@yorkmedia.net

PACIFIC NORTHWEST REGION Ronald F. Moore, 3857 Wolverine NE, Suite 20, Salem, OR 97305 (UPS, FedEx); P.O. Box 17819, Salem, OR 97305 (U.S. Mail); 503-375-9024; Fax: 503-375-7980; AK, ID, OR, WA SOUTHWESTERN REGION Jeff Flora, 638 W. 39th St., Kansas City, MO 64111; P.O. Box 419264, Kansas City, MO 64141; 816-561-5323; Fax: 816-561-1249; AR, KS, LA, MO, NE, NM, TX

NRHA MISSION

The North American Retail Hardware Association’s (NRHA) mission is to help 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 TJ Comstock, Northwest Hardware LLC, Billings, Montana EXECUTIVE VICE CHAIRMAN Greg Schlecht, Greg’s True Value, St. Francis, Wisconsin DIRECTORS Daniel Harris, Palos Ace Hardware, Palos Heights, Illinois; Lemont Ace Hardware, Lemont, Illinois Will Aubuchon, Aubuchon Hardware, Westminster, Massachusetts Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina David Dishke, Grand River Home Hardware, Caledonia, Ontario

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. 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 copyrighted 2019 by the North American Retail Hardware Association. No editorial may be reproduced without prior permission of the publisher. REPRINTS: Contact the Editorial Department at 317-275-9400 for price quotations. Printed in the USA.

HARDWARE RETAILING | July 2019

SECRETARY-TREASURER Bob Cutter, NRHA President and CEO IMMEDIATE PAST CHAIRMAN Megan Menzer, Newton’s True Value, Cherryvale, Kansas

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Contents JULY 2019 | VOLUME 217 | ISSUE 1

68 INDUSTRY NEWS Independent and United The winner of this year’s America’s Main Streets contest is Main Street Wellington in Ohio. Bill Brunelle, head of shop-local movement Independent We Stand, shows how the town is reviving its Main Street and local businesses.

70 MERCHANDISING Be a Grill Guru Grill displays can get messy quickly if you don’t keep up with some basic housekeeping to catch customers’ eyes and start the sales cycle. Review grill merchandising best practices and get tips to keep your own merchandising clean.

INDUSTRY AWARDS

New Faces, New Possibilities

The 2019 Young Retailer of the Year honorees are finding new ways to solidify employee retention, harness the power of social media and boost sales. Learn more about the seven honorees finding new possibilities in the industry.

“The stories of this year’s seven young retailers show the future is bright for the independent home improvement industry. —Scott Wright, NRHA

”

Departments 06 . . . . . . . . . . . . . . . . . On the Web 08 . . . . . . . . . Independent Thinking 10 . . . . . . . .Taking Care of Business 12 . . . . . . . . . . . . . . . . NRHA News 18 . . . . . . . . . . . . . . . . . . . . . Trends 20 . . . . . .Retailers’ Choice Products 30 . . . . . . . . . . . . . . . . . . Checkouts 72 . . . . . . . . . . . . . . . . Newsmakers 74 . . . . . . . . . . . . . . . . . . Last Word

54 ADVOCACY Building the Future A shortage of skilled laborers in the coming years could signal a major obstacle for independent home improvement retailers. Learn how Marcus Lumber in Iowa is doing its part to bring new workers into professional trades.

60 CATEGORY

46%

of U.S. employers report having above average difficulty filling positions.

HARDWARE RETAILING | July 2019

Being Green Is Actually Easy Sponsored by STIHL Some people appreciate a nice green yard with a few pops of color, but they want their outdoor space to be easy to maintain. Learn how you can serve these customers, but not lose out on sales.

On the Cover The 2019 Young Retailer of the Year honorees Franklin Cloninger, TJ Colson, Morgan Godfrey, Jacob Hagan, Trey Hamilton, Kevin Harris and Samantha Post bet big on the future. Photo by Lynnea Chom

™

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On the Web “Being chosen for the Young Retailer of the Year award is something that I’ve been wanting for several years, so to finally get this recognition is something truly special.

”

—Franklin Cloninger, Triangle True Value Hardware and Rental

PROFILES

North of the Border At Asselstine Hardware in Ontario, owner Andrew Asselstine combines home repair services with an inventory featuring many Canadian-made goods. Learn how he’s tapping local maple trees and new possibilities for his business at TheRedT.com/maple-marvel.

One maple tree can produce about a gallon of syrup in a day. Bottling maple syrup is a popular pastime for Asselstine’s customers.

This series of quick lessons on topics such as selling skills, merchandising, product knowledge and operations is made for all employees. Visit nrha.org/trainers-toolbox to download this month’s lesson, listed below.

PROFILES

Clear Skies Ahead The 2019 Young Retailer of the Year honorees are finding new ways to bring success to their businesses and advance the home improvement industry. To view video presentations covering the professional milestones and community action of each retailer, visit TheRedT.com/yroty-2019.

Mastering Your Store’s Lawn and Garden Merchandising Help all employees understand what makes a stellar lawn and garden department. This lesson from the Trainer’s Toolbox archives reviews some of the merchandising best practices for this key department.

OPERATIONS

Become a Master Gardener Understanding product capabilities and guiding shoppers through outdoor projects are crucial steps to serving customers, and some categories may require more intensive training than others. If you want to take your staff’s lawn and garden knowledge up a notch, consider becoming a certified master gardener. Learn the basics of what’s required to receive this title and how it can benefit your business at TheRedT.com/master-gardener. 6

HARDWARE RETAILING | July 2019

SOCIAL MEDIA LINKS Joan Easton, Certified Master Gardener Johnsons Home & Garden

@HardwareRetailing @hardwareretail

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Independent Thinking

New Events, New Opportunities

“This event opens

yet another door for you to learn from, network with and introduce yourself to other retailers.

”

ow does a home improvement retailer best position their business to compete in today’s environment? This is the singular question we try to answer here at the North American Retail Hardware Association (NRHA) in hopes of sharing some insights with you along the way. One of the challenging parts of finding answers to this question, however, is that there isn’t just one single, correct answer. In fact, there are many things that today’s independent home improvement retailers are doing to be competitive within their trading areas. So there truly is no magic formula for success. That being said, there are some things that all retailers can do to benefit their businesses regardless of location, market or the other operations they compete against. For example, whenever we see retailers come together in groups to share ideas and best practices, we see tangible benefits emerge. This kind of sharing occurs when retailers participate in roundtables, go to their wholesaler markets or seek out other industry shows to attend. Because of the benefits these events offer, NRHA is constantly looking for new opportunities. Next month, you will have an opportunity to take advantage of just such an event. A few months ago, NRHA announced plans to participate in a first-of-its-kind event for home improvement retailers. In Chicago, from Aug. 13-15, four highly valuable programs will be held under one roof: the Independent Garden Center Show, the Independent Home Improvement Show—Powered by NHS, the State of Independents Midyear Review and the NRHA STIHL Foundations of Leadership Program. That’s a lot to pack into one event! You will want to mark your calendars and make your way to Chicago to take advantage of this unique opportunity. All of the events are free for retailers to attend, and they are specifically geared toward showcasing products, services and information to a strictly independent audience. You will be able to see vendors from across the highly important lawn and garden and outdoor living categories alongside vendors within more traditional core hardware categories who are all eager to do business with independent retailers. In addition, you will be able to take advantage of educational sessions with other independent retailers during NRHA’s specially tailored educational programming. The IGC Show, IHIS and the NRHA events will all be held in Lakeside Center at McCormick Place, a popular and a convenient location for retailers from every corner of the U.S. and Canada. The best part, however, may be that this event opens yet another door for you to learn from, network with and introduce yourself to other retailers. Sure, the programs and vendors you’ll get to see at the show can be transformative for your business, but what can have an even greater impact is interacting with other retailers and learning what they do in their businesses to compete and overcome challenges. Of course this only works when retailers attend events like these and are willing to share their successes and challenges with their peers. For more information and to register to attend, visit nrha.org/nrha-at-igc. Make sure you come prepared to learn and share ideas with your fellow independent retailers. We look forward to seeing you there.

Bob Cutter, President and CEO

bcutter@nrha.org

HARDWARE RETAILING | July 2019

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Taking Care of Business

A Little (Outside the) Home Work

“Only by getting out

there will you learn new things, meet new people and gain a different perspective.

”

hether you’ve read self-help books, lectured your teenagers or had to endure advice from your own parents, you have likely either heard or used the refrain, “You just need to get out of the house and do something!” It’s the one bit of advice that is designed to cure just about every ill. Feeling sorry for yourself? “Get out of the house and do something!” Go through a bad breakup? “Get out of the house and do something!” Feeling a bit tired and out of shape? “Get out of the house and do something!” Well, guess what folks? Turns out, this is also pretty darned good advice for curing some of those business ills as well. It’s something we preach about all the time in the pages of Hardware Retailing. I mean, how many times have we told you that to improve your business, you have to look beyond the walls of our own operation? That only by getting out there will you learn new things, meet new people and gain a new perspective to truly understand how your business stands up to others in the industry. So, who would we be as an association if we didn’t take a bit of our own advice and get out of the house and do something ourselves? That’s exactly what I did when I attended the seventh annual Global DIY Summit in Dublin last month. The Global DIY Summit brings together some of the top industry luminaries from around the world to discuss the home improvement industry, retail, the economy and more. It is truly a high-impact event that anyone—from a single-store operator to the president of a large retail chain—would undoubtedly find valuable. Not only did I attend the summit, but I also had the opportunity to meet with the International Federation of Hardware & Housewares Association (IHA). In its simplest terms, IHA is an association of hardware associations (like NRHA) from all over the world, including Sweden, Australia, Japan, Ireland, France and many others. During the week we were in Ireland, we were able to learn from these other associations about the products, programs and services they offer to retailers in their areas. We toured six of Dublin’s top home improvement retail operations, and we heard presentations from world-class speakers ranging from Ace Hardware president and CEO John Venhuizen to leading global economists, retail analysts and futurists. What a spectacular week it was getting out of the house. A trip like this tends to leave you energized and wanting to share your experiences, so I have put together a slideshow from our store tours in Dublin that will give you an idea about what some of the leading retailers in Ireland are doing. See it at TheRedT.com/ireland-retailers. I hope the images of these fantastic operations will encourage you to get out of your houses and go see other things. In fact, it’s never too early to start planning for something, like next year’s Global DIY Summit, which will be in Amsterdam. I would like to extend an early invitation to all of you to join your association for this enlightening event. (You also might be able to eke out a few vacation days after the conference). For more information, head to diysummit.org or edra-ghin.org.

Dan M. Tratensek, Publisher

dant@nrha.org

HARDWARE RETAILING | July 2019

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NRHA News

4 Reasons to Attend This Joint NRHA Event

hether your operation focuses on the lawn and garden category or not, mark your calendar to attend the annual Independent Garden Center Show (IGC). All independent home improvement retailers can gain something from attending the show, held Aug. 13-15 at McCormick Place in Chicago.

Hear From the Experts

One of the biggest perks of attending this lawn and garden event is the wide array of speakers tapped for the shows. With this kind of variety of experts on tap, you can fill all three days with information to take home. For a full schedule of speakers, visit nrha.org/nrha-at-igc.

Tuesday, Aug. 13

This year, three other events will be co-locating at IGC: the Independent Home Improvement Show—Powered by NHS, the NRHA STIHL Foundations of Leadership Conference and the State of Independents Midyear Review, hosted by the North American Retail Hardware Association (NRHA). Here are four reasons you should come to Chicago.

Network With Peers While at the shows, there will be plenty of unique opportunities to meet different independent retailers. NRHA will also be hosting exclusive networking receptions after the events. To attend the receptions, you must register for the IGC Show through NRHA. Contact Katie McHone-Jones for more information at kmchone-jones@nrha.org.

11 a.m. Through Your Customers’ Eyes: What Science Shows They See (And Ignore!) While Shopping Your Store Bridget Behe, Ph.D., horticulture professor 1:35 p.m. A Changing Industry Jim Robisch, senior partner, The Farnsworth Group

Wednesday, Aug. 14 9 a.m. What Can a Classic Rock Star Do to Help You and Your Garden Centers? PLENTY Jeff Baxter, rock musician 10 a.m. The Power of Purpose: An Independent’s Advantage in All Seasons Wil Davis, Ball State Innovation Corp.

Thursday, Aug. 15 9 a.m. Cracking the Millennial Code: A Look at the Generation Who at Times Makes Us Laugh… and Tear Our Hair Out! Mark Belling, radio talk show host

HARDWARE RETAILING | July 2019

Discover New Products By attending the IGC show, you’ll have the opportunity to home in on the lawn and garden category and gain an edge against your lawn and garden competition. This year, you’ll also be able to discover hardlines items within the area of the showfloor dedicated to the Independent Home Improvement Show. Find new items ahead of your fall buying show.

Gain Insights From NRHA One of the biggest benefits of attending the event is the chance to gain industry insights. Your association will be co-locating two of its popular events during IGC: the NRHA State of Independents Midyear Review and the NRHA STIHL Foundations of Leadership Conference. The presentations highlighted to the left are just two of many informational sessions at the event.

NRHA News

NRHA’s Leadership Program Helps Teams Grow

re you searching for ways to help new managers or supervisors in your business find success? Then consider the benefits of enrolling one or more employees in the NRHA’s Foundations of Leadership Program. This 16-week, college-level online course teaches home improvement retail managers to be stronger leaders and communicators so they can work toward solving business issues like employee turnover and productivity. The course is broken into six modules that explore different communication styles and how they relate to effective management. Once you identify employees who are ready to take the next step in their careers, use this course to give them the confidence and knowledge they need to succeed. There is still time to sign up for the Summer 2019 session! The application deadline is July 8 and orientation is July 15-19. If you would rather sign up for the Fall 2019 session, the application deadline is Sept. 6 and orientation is Sept. 16-20. To see what other retailers are saying about this program and to register, visit nrha.org/fol.

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HARDWARE RETAILING | July 2019

Webinars Showcase New NRHA Business Services Partner, Pointy

re you looking for ways to draw more customers through your doors? Then NRHA’s newest business services partner Pointy might be the tool you need. To help you gain a better understanding of what Pointy is, how it works and why you should integrate it into your POS system, NRHA and Pointy have come together to offer a webinar presentation available four times during the month of August. If you want to learn more before trying the Pointy system in your operation, then you’ll want to register for one of these four informative and interactive webinars. The dates to attend will be every Monday in August. The presentation will explain how online searches have a direct link to in-store purchases. During the webinar, you’ll be able to see how Pointy makes it easy for your store to be found in online searches. Plus, those who attend a webinar will be entered to win a free device. To learn more about Pointy and how to register to attend one of the webinars, visit go.pointy.com/nrha. Times will vary for each of the scheduled webinars to account for various time zones.

Mark Your Calendar to Attend One of the Upcoming Webinars • Aug. 5 • Aug. 12

• Aug. 19 • Aug. 26

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Trends Selling Snack Foods for the Health Conscious Snacking isn’t just associated with junk food, and snack foods that contribute to better health are expected to continue growing in popularity. Key wellness-related reasons for eating snack foods include the “Nutritious/health benefit,” a “Healthy start to the day” and it’s “Better for me than other choices,” according to a report from The NPD Group, a market research firm. When buying snacks, health-conscious shoppers are looking for whole foods or products with healthy ingredients and higher protein content, NPD says. For example, 55 percent of consumers prefer fruit for healthy snacking.

Applied to Retail If you have coolers for bottled drinks and an area near your cash registers for impulse products, then you have the tools you need to sell the quick, healthy snack options consumers increasingly want. Try dedicating a small amount of cooler space to yogurt cups, cheese sticks and fruit, such as oranges and apples. Or, add higher-protein granola bars alongside potato chips and candy, the classic favorites you probably already sell. If you have the opportunity to buy fruit from local growers, then capitalize on two consumer trends: making healthier snack choices and buying locally grown produce.

The Top 5 Healthy Snacks Consumers choose the following foods as their favorite healthy snacks.

55%

14%

Fresh Fruit

Single-Serve Yogurt

Nuts and Seeds

Granola and Protein Bars

Snack Cheese and Cottage Cheese

386 billion is roughly the number of ready-to-eat snacks Americans ate in 2018.

Source: Future of Snacking Report, The NPD Group

HARDWARE RETAILING | July 2019

Best in Show Check Out These Retailers’ Choice Winners

ho better to fill retailers in on the best products on display at the 2019 National Hardware Show® than independent retailers themselves? For the past 53 years, that’s exactly the kind of insight that the Retailers’ Choice Awards have brought to the industry and retailers in the U.S. and Canada. The awards, presented by the North American Retail Hardware Association during the show in Las Vegas, honor manufacturers for their innovation and provide insight for retailers. The Retailers’ Choice Awards differ from most award programs in that they rely on the opinions of actual retailers who know what their colleagues need in a product to attract customers.

HARDWARE RETAILING | July 2019

The judges, all independent home improvement retailers, included: • Franklin Cloninger, Triangle True Value Hardware and Rental • Cody Goeppner and Sarah Hendricks, Bleyhl Co-op • Joseph Franquinha, Crest True Value Hardware and Urban Garden Center • TJ Colson and Lorne Bailey, Wilco • David Dishke, Grand River Home Hardware • Megan Menzer, Newton’s True Value The retailers on the panel walked the show floor and selected products they felt were unique, interesting and held great promise for sales in their businesses. On the following pages, discover which products were considered the best among retailers in the industry at this year’s show.

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Carry Assist Tools

The RunOff Waterproof Pocket offers a slim and durable design with built-in attachment points. It is completely waterproof and dustproof and features TRU® Zip technology, durable TPU construction and welded seams for durability.

The Multi-Functional Carrier and Ladder Roller assist users in carrying ladders, paint cans, extension ladders, drywall, sheet metal, plywood and more. The Multi-Functional Carrier can also be used to attach a 1-gallon can to a ladder or be used as a drill gun holster.

Nite Ize 800-678-6483 or niteize.com

Boxtown Team 918-734-9086 or boxtownteam.com

Paintbrush Edger

Floating Shelves

Emery Edgers’ Paintbrush Edger is a paintbrush edging tool, with two shields and a reservoir that collect the excess and unwanted paint. Once paint travels around the first shield, it then travels up into the reservoir, and is blocked from reaching the trim by a second outer shield.

The Floating Mantel Shelves are designed to create warm environments and offer wood wall accents. Each shelf is finished with nontoxic stains and hand distressed to show character and to bring out wood tones. The shelf system weighs 11 pounds and has a load capacity of 50 pounds.

Emery Edgers 213-375-5485 or emeryedgers.com

Mywoodwall 206-801-9233 or mywoodwall.com

July 2019 | HARDWARE RETAILING

Retailers’ Choice Awards 2019

Galvanized Steel Mug Behrens Mfg. Metalware Mugs come in an assortment of colors painted inside and out with the Behrens logo and painted trim. The mugs are food safe for hot and cold liquids, soups, chili and more, and they are 100 percent recyclable. Behrens Mfg. 800-657-4939 or behrensmfg.com

Walking Sticks Brazos Walking Sticks™ offers over 700 natural and handcrafted walking sticks and canes made from sustainable material. Brazos Walking Sticks™ utilize 20 core species of wood for walking sticks, canes and displays. Options include sticks for the avid hiker or everyday cane user. HealthSmart International 800-526-4753 or livehealthsmart.com

Construction Toys PlayWood® Connectors work like clips to join wood panels of ¾ inches without the need for drills. The connectors can be tightened using an Allen key. The connectors are made in Italy from a special plastic designed for a high load capacity. The connectors can be used both indoors and outdoors. Space Matters stefano.g@playwood.it or playwood.it

HARDWARE RETAILING | July 2019

Generator Tent

Driver-Hailing App

The GenTent generator tent is less expensive and more convenient than stationary steel generator enclosures, retrofit plastic sheds or popup canopies. The GenTent protects outdoor generators by helping to ensure emergency backup power is ready when needed.

Haultail® is a mobile application with ride-sharing services technology utilizing qualified, vetted and contracted drivers. Users can use Haultail technology when they need to transport items that will not fit in conventional vehicles. Haultail is strictly for transporting goods and does not offer rides for people.

GenTent Safety Canopies 781-334-8368 or gentent.com

PUT Corp., dba Haultail 858-314-3233 or haultail.com

Ladder Level The Ladder-Aide Pro adjusts to any staircase built to code, sets up easily and moves smoothly from stair to stair. It is also easy to transport, which means users can take it with them wherever they need it. Ladder-Aide pro works with most aluminum, fiberglass and telescoping extension ladders up to Type 1AA. Ideal Security 800-361-2236 ext. 228 or ladder-aide.com/hrm

July 2019 | HARDWARE RETAILING

Retailers’ Choice Awards 2019

Classic Hat

Heavy-Duty Dolly

The Mid-Pro Snapback is a six-panel, mid-profile hat that provides a slightly higher crown and deeper fit than a traditional low-crown shape. The Old Favorite design comes with a soft mesh construction and the company’s trademark dirty wash.

The Rhino Cart is a rugged all-terrain moving cart and heavy-duty moving dolly specifically designed to conquer thresholds, uneven surfaces and hard pack dirt and gravel while carrying up to 1,100 pounds. The telescoping frame expands to 46 inches, accommodating large objects and pallets.

Legacy 800-627-3244 or legacy92.com

Midwest Innovative Products 866-744-6628 or rhinocart.com

Drywall Multitool

Speaker-Lightbulb Combo

The Drywall Axe has three tools used to measure, mark and cut drywall. The Drywall Axe comes with a built-in measuring tape and lock, retractable utility blade and holder for a pencil. Users can determine their measurements, lock them in place, then transfer them to drywall to mark, score or cut.

GE’s LED+ Speaker Bulb offers the quality and value of LED light plus a speaker. The bulb streams audio from a smartphone or Bluetooth device, offering premium sound quality while hiding within a ceiling or light fixture. Bulbs can be paired for across-the-home listening without wiring or hubs.

Pauze Innovations 905-715-9664 or thedrywallaxe.com

GE Lighting 800-435-4448 or gelighting.com

HARDWARE RETAILING | July 2019

Magnetic Finger Sleeve

Sink P-Trap

The Magnetic Finger Tool fits snugly on a user’s index finger to turn it into a useful device. A powerful magnet on the tip allows the user to hold and retrieve small metal objects with precise control. Once the object is on the fingertip, it can then be manipulated with the thumb and middle finger if needed.

The SinkGENIE No Mess Money Saving P-Trap’s transparent design allows for quick diagnosis of clogs along with a smart clean out to remove the debris without disconnecting the trap. SinkGENIE is universal and installs with any existing or new plumbing under kitchen or bathroom sinks.

TurnPro 928-708-0897 or magneticfinger.com

PF WaterWorks 877-265-9777 or pfwaterworks.com

Adjustable Wrench

Magnetic Holder

The Bionic Wrench™ is a patented hybrid of an adjustable wrench with the ease of use of a pair of pliers. It grabs on the flat sides of both nuts and bolts, replacing five standard and nine metric wrenches.

The ScrewMagnet is an auxiliary tool designed to hold screws, nails, bits, drills, hand tools and other metal objects up to 25 pounds. It functions as a “third hand” holding items close by, making it easier to work overhead, on a ladder, underground or in other tight situations.

LoggerHead Tools 708-671-9034 or loggerheadtools.com

DG Supply B.V. retail@screwmagnet-usa.com or screwmagnet-usa.com

July 2019 | HARDWARE RETAILING

Retailers’ Choice Awards 2019

Staple Gun

Pet Bath

The TriggerFire™ Staple Gun has two different stapling modes: Trigger and Normal. In Normal mode, it functions as a traditional staple gun. In Trigger mode, the user squeezes the handle to load the staple, positions the tool on a work surface and pulls the trigger to set the staple.

Booster Bath is a raised pet bath. It is available in a variety of colors and eliminates most of the issues with home pet bathing, including slipping and sliding and backaches from bending over. The Booster Bath offers elevation, containment, drainage and 360-degree access to the pet.

Surebonder by FPC 847-487-4583 ext. 222 or surebonder.com

Booster Bath boosterbath.com

Decorative Planters

LED Light Kit

Urbz® planters are designed to attach to any window and can be easily moved thanks to a unique, gecko-like material. Drain holes and a catch basin make accurate watering simple. Urbz® is great for gardening in small spaces and for kids to learn about plants.

The LED Lighting Kit contains a smart LED dimmer, a power supply and 1-4 LED lights and can be installed by any DIYer without the need for 120-volt AC wiring. The complete kits are safe from shock and fire, plus they integrate with Amazon Alexa and Google Home smart home systems.

Mananaland 424-653-6705 or urbz.io

ATX LED 512-377-6052 or atx-led.com

HARDWARE RETAILING | July 2019

Magnetic Door Stop

Thumb Protector

Slam Genie™ is a magnetic door holder and stopper that replaces existing spring-style door stops. It holds a door in place without having to be replaced each time the stop is used. It holds doors open even against wind gusts. Slam Genie can be used indoors or outdoors and is highly rust resistant.

ThumbShield is a patented product that protects the most exposed areas of the thumb while being comfortable all day and allowing for full range of motion. Made from durable compression-molded silicone, it prevents thumb rips, tears and blisters in the gym, yard or during other activities.

No Slam 855-667-5261 or noslam.ca

VSquad 612-327-3440 or thumbshield.com

Waterproof Notepad Rite in the Rain is a wood-based and recyclable paper, but unlike plain paper, it won’t turn to mush when exposed to rain, sweat, grease, mud or the accidental laundry cycle. Made in Tacoma, Washington, for more than 100 years, Rite in the Rain provides durable products that survive tough job sites. Rite in the Rain 253-922-5000 or riteintherain.com

July 2019 | HARDWARE RETAILING

Retailers’ Choice Awards 2019

Reusable Shopping Bag System The Cart Daddy Shopping Bag System allows users to organize and carry groceries. The bags can be expanded during checkout, and the different colors help keep food organized. The bags fold to store compactly in a car until the next trip to the store. Scrub Daddy 844-357-2782 or scrubdaddy.com

All-Terrain Hand Truck The UpCart® MAX 2 in 1 hand truck is rated for up to 400 pounds on stairs and converts from a six-wheel upright hand truck to a four-wheel platform cart. Nonmarking wheels can lock in two-wheel mode for improved maneuverability. TriFold 800-539-3653 or upcart.com

Universal Handle Grip Re-Grip uses strong and durable material to provide a safe and comfortable nonslip grip to any tool, handle or lever. It shrinks and compresses to fit multiple handle sizes and comes in three diameters. Re-Grip resists solvents, water, shocks, vibrations and heat up to 300 F. Nakoma Products 877-753-0021 or preval.com

HARDWARE RETAILING | July 2019

Marking Tool

Gardening Tray

The MarXmate is a tool designed to quickly and clearly mark a surface. It serves as a companion for electrical, plumbing or building jobs and more. Each pen contains 250-plus bursts of removable green pigment and is capable of marking surfaces like brick, metal, wood, pebbledash, porcelain and ceramic.

The Burro Buddy, a garden tray that sits over a wheelbarrow, keeps garden tools organized. The Burro Buddy includes long and short handle tool holders, a drink holder and a water-resistant compartment to keep a cellphone safe. The Burro Buddy fits multiple sizes of wheelbarrows.

Gripit info@gripitfixings.co.uk or gripitfixings.com

The Little Burros 540-222-9622 or littleburros.com

Raised Garden Planter

Biogas Digester System

Raised Bed Planters can be used in the country or the city for edible or ornamental plants. The planters produce twice the amount per square foot as traditional gardens and can extend the growing seasons.

HomeBiogas is a domestic appliance which converts organic waste (food, animal and human) into cooking gas and liquid fertilizer. It provides users with an off-grid solution to recycling daily food waste. The system has a 15-year lifespan and is made of 100 percent recyclable and biodegradable materials.

Tarter Farm & Ranch Equipment 800-733-4283 or tarterusa.com

HomeBiogas info@homebiogas.com or homebiogas.com

July 2019 | HARDWARE RETAILING

Checkouts MERCHANDISING

Play Hide-and-Seek in the Garden

f you’re looking through the plants and yard decor display at B&B Do it Center in Carmarillo, California, you might stumble across a tiny house or a miniature garden with brightly colored stepping stones. Owner Randy Collins has intermingled fairy garden vignettes within the live goods in the outdoor garden department as a better way to sell both categories. “We noticed that the fairy garden items do a lot better when we put the pieces together and place them among the plants on display, instead of having them separate somewhere else in the store,” Collins says. “This setup lets customers visualize what they can do in their own gardens.” Once they have started their own fairy gardens at home, returning customers are more likely to buy separate pieces to add to their collection later, he adds. But getting started requires some inspiration. The outdoor garden area at B&B is open year-round. Collins and his staff change out the plants according to what’s popular during a particular season or to coincide with a holiday. And when the plants change, so do the fairy gardens to keep up with the seasonal theme. “We try to find plants that are different from what our competitors are carrying and display them in such a way that the colors or climate zone complements one another,” he says. “The better the display, the more likely customers are to stop and shop for a while.” For pointers on how to set up your own fairy garden, visit TheRedT.com/fairy-garden.

At B&B Do it Center, fairy gardens among the live goods show customers how they can create their own make-believe worlds.

Looking for creative ways to engage customers? Whether it’s promotions, merchandising or special events, we cover it here. Have an idea? Contact Melanie Moul at mmoul@nrha.org to have your story considered for publication. 30

HARDWARE RETAILING | July 2019

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Saving American jobs one feeder at a time.

tube feeders have the amazing

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Checkouts

COMMUNITY RELATIONS

Flames for Firefighters

Members of the management team at Mark’s Ace Hardware in Tucson, Arizona, recently donated six grills to area firehouses. It’s the second year they have made the donation.

American Made & Profitable For Over 80 Years

With a variety of clearly marked spring assortments, Ajax offers your customers ease of selection for their specific needs. Each assortment comes in their own unique case. Our storage cabinets and kits, provide assortments of Steel Lock, Brass Lock, Music Wire, Stainless Steel, Extension, Compression and more, each making dispensing efficient and economical. Ask for our Product Catalog which provides product descriptions and size specifications.

Toll Free: 855-966-AJAX (2529) www.ajaxwire.com ajaxwire@aol.com 119 Bloomingdale Road, Hicksville, NY 11801

HARDWARE RETAILING | July 2019

ozens of firefighters at firehouses in Tucson, Arizona, are having an easier time firing up the grill, thanks to generous donations from the team at Mark’s Ace Hardware and a national grill brand. Mark Rios, company president, his general manager and another manager recently made the rounds to area firehouses to deliver brand new grills as a way of thanking the first responders for their service. Rios says the idea came up partly through the support of his grill vendor and also because of the charitable spirit of his team. They purchased six grills at a discount through the vendor, and then Rios contacted local fire departments to find out which teams were most in need of a new way to cook while on shift. “We reached out to the head of the fire department in our town, and he talked to the chiefs at the different houses to identify the houses that would most need a new grill,” Rios says. “We pulled up with the grills loaded in the back of our flatbed truck, and it was a great surprise for the firefighters. They were very excited, and we’ve received great feedback that they have been cooking on the grills every night.” This was the second year in a row the Mark’s Ace Hardware team was able to donate six grills, and Rios says he has plans to continue the program and expand it in the future. “We’re looking into expanding to other firehouses outside of our trading area,” he says. “We are also now thinking of making donations to different first responders, as well.” Rios says he would like to find ways to donate grills to paramedics and police officers in his community, so he’s researching places where they may all come together as a group.

Scott, David and Ian McKenzie of Pacific Ace Hardware were grand marshals for their local parade. COMMUNITY RELATIONS

Retailers on Parade

any retailers are leaders in their businesses and in their communities, but it’s not every day they get to show off that leadership in a parade. The management team of Pacific Ace Hardware in Vacaville, California, had that opportunity when they served as grand marshals for their community’s annual parade. Cousins and co-owners Scott and David McKenzie and David’s son and manager Ian McKenzie helped lead the 62nd annual Fiesta Days. In addition to leading the parade, the trio of grand marshals attended a variety of events, from pageants and car shows to community barbecues. The group opened up the festivities with a speech about the operation’s roots in Vacaville. Coincidentally, Pacific Ace Hardware has also been a community staple for 62 years. “It was a real honor to serve as grand marshals for this event. We’ve participated in Fiesta Days for a long time, but not on this scale,” says Ian. “We’ve had five generations here in Vacaville, so we know a lot of people in town.” In addition to leading the parade, Pacific Ace Hardware had representation with employees, friends and family riding through the parade on a float they constructed. Ian says customers are happy to see a long-standing operation in town have this opportunity. “Customers have come into the store congratulating us,” Ian says. “That’s always nice to hear.”

Sedge Ender

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July 2019 | HARDWARE RETAILING

ADVERTORIAL

Taiwan Hardware Show An Industry-Mover Exhibition Driving Taiwan’s Global Hardware Capabilities

he 19th edition of the Taiwan Hardware Show (THS) will be held Oct. 17-19 at the Taichung International Exhibition Centre. THS provides exclusive opportunities for foreign companies to meet Taiwanese manufacturers with unique competencies to manufacture complex hardware. International buyers will experience robust sourcing at THS and can later explore the manufacturing facilities of prospective partners directly in Taichung, the heart of Taiwan’s hardware manufacturing hub.

Visit THS 2019 to Identify Your Reliable & Trusted Partner

Taiwan’s top hardware OEM, ODM and OBM, as well as international brands and suppliers, continue to showcase new high-competitive value products to global buyers at the country’s biggest hardware exhibition. THS frontlines Taiwan’s valued capabilities in producing hardware that are top-grade, high-value, competitive prices, diversely customized and rapid demand from worldwide buyers.

• Overseas buyer program

From Taiwan to Global Hardware Markets Taiwan’s stellar manufacturing strength makes the country an important, reliable and trusted contributor to the global hardware markets. Taiwanese manufacturers’ capabilities and readiness to serve varying demands from customers make them a preferred choice in the competitive hardware industry. As the world’s secondlargest exporting country for hand tools, Taiwan’s hardware industry is productive in ensuring optimum manufacturing performance, flexible in meeting customers’ diversified production specifications and innovative in optimizing sustainable use of material resources and more.

With a proven record of excellent quality, international buyers can establish mutually beneficial business relationships with local companies to have their hardware products manufactured in Taiwan. Comprehensive services to fulfill visitors’ needs: • Trade office business matching • Accommodation and travel support • Taichung factory visits • Exclusive access to networking events and seminars • Industrial forum • Free shuttle services • Priority passes to opening ceremony, buyer luncheon and welcome dinner For more information about THS visitor services, visit www.hardwareshow.com.tw. Taiwan: A progressive hardware market that fulfils global buyers’ demands with its trusted capabilities and quality business processes. Visitor Information Contact Andrew Liu | ths@kaigo.com.tw | +886-2-2595-4212

Taiwan is known as the “hand tools kingdom” and its direct export ratio accounts for about 70 percent. According to the statistics of the Ministry of Economic Affairs, Taiwan’s hand tools are export-oriented. “Taiwanese manufacturers are absolutely beneficial to the U.S. market as other markets, such as Europe, are being explored due to stiff competition rising from the trade war risks. The output value of the hand tool industry in 2017 was NT$118.3 billion, a growth of about 6.3 percent and exports to the U.S. market had accounted for about 30 percent.” —Mr. You Xiangzhen, Chairman of the Taiwan Hand Tools Association

July 2019 | HARDWARE RETAILING

Focusing on the Future Meet the 7 Young Retailers Who Are Ready to Take on New Challenges

hether it’s reducing employee turnover, harnessing the power of social media or reversing declining sales, the 2019 Young Retailer of the Year honorees offer shining examples of how progressive ideas and hard work make a business stronger and inspire an industry. In May, the North American Retail Hardware Association (NRHA) recognized this year’s honorees in Las Vegas at the NRHA All-Industry Conference, held in conjunction with the National Hardware Show®. To be selected for this prestigious award, honorees must demonstrate ways they have improved their businesses, how they’ve advanced their home improvement education and how they’ve contributed to the betterment of their communities. Winners were selected in three categories: stores with less than $2 million in annual sales, stores with more than $2 million in annual sales and multiple store operations. This year’s seven retailers have dedicated their time and talents not only to winning in their own individual business ventures, but also in advancing the entire industry. From the day they stepped into leadership roles, each of these retailers has tackled obstacles with enthusiasm and confidence. Even when working through major changes in their businesses, they give equal passion to serving their communities and helping make them better places to live. What also stands out about this year’s group is the focus the retailers have taken to advance their education and better train their staff. “The stories of this year’s seven young retailers show the future is bright for the independent home improvement industry,” says Scott Wright, executive director of the Retail Leadership Institute at NRHA. “They exemplify the true drive of the independent retailer, combining an entrepreneurial spirit and a sense of responsibility toward their communities.”

HARDWARE RETAILING | July 2019

July 2019 | HARDWARE RETAILING

Category: Under $2 Million

Franklin Cloninger General Manager Triangle True Value Hardware and Rental Greenwood, South Carolina

ranklin Cloninger started managing Triangle True Value Hardware just as the town of Greenwood, South Carolina, was dealing with one of the worst economic declines in decades. Rather than pull back and wait for conditions to improve, Cloninger fully invested his energy into the business. In 2014, he oversaw a store remodel to make the business easier to shop and expanded core categories with more products to appeal to DIY customers. That year, sales increased by 12 percent and continued to make gains the following year, despite the difficult economic conditions. Even with solid financial gains, Cloninger is quick to point out the success of his business is directly linked to the skills and competency of his employees. He’s hired a staff that reflects the diversity of his customer base, and Cloninger puts each employee through an extensive training program. Employees take online courses, and he has created his own resources to deliver hands-on training. Always eager to learn, he seeks ways to advance his own education whenever he can. He’s attended classes provided by his wholesaler, and he is a graduate of NRHA’s Retail Management Certification Program. Maintaining a successful business has also meant changing with the times. While his store remodel helped broaden Cloninger’s customer base, he has also initiated store events and wielded the power of social media. At the store’s holiday open house, customers make crafts, send letters to Santa and shop for holiday gifts. As part of his Christmas promotion, Cloninger posted photos featuring himself as a real-life Elf on the Shelf. Traffic to the store’s Facebook page rose as followers were eager to see where the elf would appear next. It’s difficult to separate Cloninger’s devotion to his community from his commitment to running a thriving hardware store. In high school, when he was just beginning his retail career, he began training to become a member of the volunteer fire department. He currently holds the rank of assistant chief and supports the safety of all residents in the community. Rental has been one of Cloninger’s key departments. He’s built up the department to meet the needs of a wide range of customers, and he contributes to the rental industry at large. He is an active member of the American Rental Association, serving as president of the organization’s South Carolina chapter. In this role, he has traveled to Washington, D.C., to meet with legislators and discuss the specific needs of the rental industry and the independent business community as a whole. While he has found specific leadership roles in the community, Cloninger encourages his entire staff to be involved in local events, whether it’s by participating in local parades or assisting with the construction and maintenance of a local park and dog run.

HARDWARE RETAILING | July 2019

Building relationships with the community lets people know we have local roots and gives us feedback about how we can meet their needs.

July 2019 | HARDWARE RETAILING

Category: Under $2 Million

Morgan Godfrey Part Owner and Retail Manager Select Source Kimberly, Idaho

s part of a father-son duo running the family business in Kimberly, Idaho, Morgan Godfrey has shown a natural aptitude for what it takes to be a successful retailer. His father, Lance, started Select Source in 2009 in the midst of a nationwide economic downturn. When Morgan joined his father a few years later, he didn’t have a lot of training in the business. But he was a fast learner. In 2016, Morgan’s father put him in charge of the entire store. One of the areas where Godfrey has made the biggest difference is in employee training and retention. After noticing employee turnover was high, he developed a detailed program that included having new employees spend time with veteran co-workers so they would be trained in departments across the store. He also started monthly employee meetings, which include a consistent training element. Training has contributed to an uptick in the store’s average transaction size and has significantly increased employee retention. Select Source has a strong following among contractors. To increase his product offering with those customers, Godfrey and his father added a fully synthetic stucco line. Sales in that category have grown exponentially over the past three years. He also built a training center to demonstrate proper installation techniques, positioning his business as a reliable supplier and training resource for pros. Godfrey has also been instrumental in making the DIY shopper feel more welcome at Select Source. At the end of 2017, he directed a remodel of the building. Simply by making more efficient use of his building, he was able to gain 174 linear feet of display space, which allowed him to expand some of his core categories and broaden his selection of power tools. Plumbing, electrical and paint continue to drive sales at the store. Since the store opened 10 years ago, it has averaged a 15 percent increase in sales nearly every year. As a local retailer, Godfrey believes he owes his success to the community around him. He joined the Kimberly Business Owners Association (KBOA) so he could help expand the town’s center of commerce. He joined other local businesses to coordinate their advertising to make it more cost effective. He also participates in KBOA’s gift certificate program, which was created with the goal of boosting local shopping. Certificates can be used at any business that belongs to KBOA and have become popular gifts in town. Godfrey’s labor has paid off. Since the store opened 10 years ago, it has averaged a 15 percent increase in sales nearly every year, and Godfrey continues to find local products to boost sales.

HARDWARE RETAILING | July 2019

We help fellow businesses because I think I live in the best community on earth, and I want to do anything I can to make it better.

July 2019 | HARDWARE RETAILING

Category: Over $2 Million

Trey Hamilton Owner-Operator Arab Lumber & Supply Arab, Alabama

lthough Trey Hamilton grew up around Arab Lumber & Supply, his grandfather’s business, making a career as a retailer wasn’t always in his plans. In college, he pursued a degree in engineering. But one semester into school, he realized a desk job wasn’t for him. He called his grandfather to say he would be interested in one day buying the business. To prepare himself, Hamilton began studying business administration. After earning his degree in 2014, he returned home to help manage Arab Lumber. By the end of the first year, he was handling day-to-day operations. As Hamilton learned more about the lumberyard, he began buying it incrementally from his grandfather. Energized and ready to lead Arab Lumber & Supply to new heights, Hamilton started aggressively courting contractors and construction crews, introducing himself and the business he represented to win new customers. In his first year overseeing the company, he boosted sales by 10 percent. In 2015, sales rose an additional 44 percent, while the number of transactions at the store grew by 27 percent. Hamilton never lost sight of his DIY customers, either. Even as he pursued contractors, he kept a sharp focus on the product mix within the store and aimed for a balance that would appeal to everyone. He also remerchandised, with a special focus on plumbing and electrical products. His plan was to increase his inventory so customers wouldn’t need to visit big-box competitors. One of the most important parts of Hamilton’s plan to remerchandise the store was the introduction of a robust sporting goods department. With the addition of 9,000 square feet of retail space, the renovation more than doubled the size of his store and allowed him to strategically place products for greater visibility. After its February 2016 launch, Hamilton says the sporting goods department directly boosted foot traffic and sales. The new department was an instant success, garnering more than $200,000 in sales in 10 months. He is especially proud of the gains in the gun and ammunition market his business has made, even as it faces steep local competition. At the end of 2016, the business had reached $3.1 million in total sales. Since taking over, he has grown sales by 398 percent in just five years. When he’s not working at the lumberyard or spending time with his wife and daughter, Hamilton is also an active part in his community. He belongs to the Marshall County Home Builders Association and the Huntsville Madison County Home Builders Association. He regularly donates supplies to his local church to help with various ministries. The business also supports Future Farmers of America, youth sports programs and local school bands.

HARDWARE RETAILING | July 2019

If you’re going to be in business, you can’t be complacent. Get to one level, then go for the next one. I don’t want to ever be on a plateau.

July 2019 | HARDWARE RETAILING

Category: Over $2 Million

Kevin Harris Store Manager Harris Home Hardware London, Ontario

evin Harris began his home improvement career in April 2010, when he joined his parents’ business as the store merchandiser. His time in that position was formative; he believes merchandising is one of the greatest skills a retailer can possess to guide customers through a store and to boost sales. He says he learned merchandising skills from his wholesaler and from the retail expertise his father refined throughout the years. After proving his value as store merchandiser, Harris became store manager in 2013. Since then, he has been devoted to ensuring his home improvement business has the right mix of products, expert merchandising and knowledgeable employees to ensure each customer leaves Harris Home Hardware with the tools and information they need to complete any home improvement project. He continues to learn everything he can from his father about running a successful operation. Plans are already underway for him to buy the business in 2020. Throughout his career, Harris has achieved many milestones. After his family bought the business, he and his parents were able to double its sales within five years. He says his proudest accomplishment as a young home improvement retailer came in early 2019, when he oversaw the total renovation of his store. Aiming to maximize space and place departments where they would connect with customers and grow, he worked tirelessly to usher in a new vision for the business and improve the overall customer experience. In February, just shortly after the renovation, the store increased sales by 10 percent. Harris is an avid learner and commits himself to furthering his knowledge of retail and the independent home improvement industry at every turn. He has taken more than 30 intensive retail courses from Home Hardware throughout his career, advancing his social media skills, merchandising expertise and knowledge of key hardware categories like plumbing and electrical. He has also devoted his time and skills to several charitable efforts around his London community. Each year, Harris collaborates with Tree Canada and a nearby school to plant trees and provide more greenery throughout the city. In the past year, he’s planted more than 200 trees. He and Harris Home Hardware are also regular contributors to golf tournaments, Easter Seals (an organization providing disability services) and a variety of police and firefighter groups.

HARDWARE RETAILING | July 2019

There is always a better way or better idea for how to do things in business, and I do my best to discover them.

July 2019 | HARDWARE RETAILING

Category: Multiple Store Operations

Samantha Post Marketing and Human Resources Manager T & M Hardware & Rental Locations in Pennsylvania and Ohio

hen Samantha Post returned to work full time in the family business in 2013, the company was in the midst of a rapid expansion. Her parents had just purchased a fifth store, with a sixth location to follow a year later. But while much of the efforts at T & M Hardware were focused on external growth, Post saw a need to focus on the company’s internal operations. Marketing was one of the first tasks Post decided to tackle. To help the company improve its online presence, she created a digital advertising strategy that included a Google Ads campaign to promote the party rental side of the business. The ads began generating requests for information about rental items and brought more sales into that department. She also oversaw a redesign of the company’s website, adding an e-commerce platform. To complete the marketing strategy, she created a cohesive branding program to tie all six of the company’s locations together. That rebranding included creating her own customized sales circulars and in-store sales signage. Believing employees are critical to the business, Post used her background in behavioral science to introduce new hiring tools that improved the company’s hiring process and reduced turnover. In addition, she updated the employee handbook, creating extensive job descriptions for all positions in the company. That change allowed employees to better understand their responsibilities and give them a path for growth. By focusing on the human resources component of the job, Post created a team that is more productive and able to contribute to the overall success of the business. In addition to her work in marketing and human resources, she has also been managing the day-to-day operations at the Bellevue, Pennsylvania, location. When T & M Hardware acquired the store, sales were in a decline. Determined to bring the sales numbers back up, Samantha began resetting departments and training the staff on company policies and procedures. Most recently, she was able to expand the downstairs sales area by 25 percent. At the end of 2018, store sales were up 14 percent, with more growth expected in 2019. Post also promotes community development. She planned activities for Small Business Saturday and established a business owner breakfast for local operators to work with the mayor to resolve community issues. Her “Why Not Wednesdays?” campaign encouraged residents to attend the local farmers market and shop local businesses on Wednesdays. Because of her exceptional efforts to promote local shopping, Post received the first Spirit of Independents Award from NRHA and national small business promoter Independent We Stand in 2018.

HARDWARE RETAILING | July 2019

Success in retailing includes strengthening the company’s infrastructure, and that will be critical for the success of the next generation.

July 2019 | HARDWARE RETAILING

Category: Multiple Store Operations

TJ Colson Director of Store Operations Wilco Farm Stores Oregon and Washington

fter TJ Colson started working at Wilco Farm Stores in 2003, it didn’t take long for management to realize the astounding talent in their young employee. He started as a part-time warehouse employee in Wilco’s Tangent, Oregon, location. Five years later, at the age of 24, he had the opportunity to run that store, making him the company’s youngest store manager ever. By the end of the year, he had led the store to record sales. Just a few months later, he received a new challenge. Wilco’s newly acquired store in Springfield, Oregon, wasn’t meeting expectations. Colson was asked to take over management of the underperforming store and move sales in a positive direction. He started working alongside his team of employees to improve morale and became involved with the community to restore his customers’ confidence in the business. Soon, his work paid off in increased sales. With the Springfield location back on the path to growth, he next had the opportunity to open Wilco’s 15th location in his hometown of Corvallis. The new store started off strong and remains one of Wilco’s showcase locations, achieving numerous sales and customer traffic records. In 2015, Colson had the opportunity to take on new responsibilities at Wilco. At 32 years old, he became the youngest district manager at the company. Then, in 2017, he was selected for a newly created position—director of store operations. Since then, he and his team have opened Wilco stores in Bremerton, Washington, and Redmond, Oregon. As director of store operations, Colson provides direction to Wilco’s two district managers and 20 retail stores in Oregon and Washington. He oversees the company’s 17 pet grooming departments located in Wilco stores and manages 70 professional groomers. He’s also taken charge of Wilco’s outside sales division, which operates in conjunction with Purina Animal Nutrition. The division includes three outside sales specialists who focus on business-to-business sales to commercial farmers and ranchers. While he has been dedicated to growing Wilco’s sales and adding locations, he has been equally passionate about making sure his employees have the education they need to succeed. Since 2015, Wilco and Colson have sent many management-level employees to NRHA’s Retail Management Certification Program. Colson enjoys working with youth and is heavily involved in local 4-H Club and National FFA programs. Because of his skills in the livestock industry, he is a sought-after judge for livestock competitions. He and his wife Samantha are 4-H Cattle Club leaders and have helped many students raise cattle over the years. He’s also been instrumental in helping each organization raise funds through auctions.

HARDWARE RETAILING | July 2019

I’m a big believer in taking time to fully train and support your employees. That’s how your business will reach a high level of performance.

July 2019 | HARDWARE RETAILING

Category: Multiple Store Operations

Jacob Hagan Director of Store Operations Hagan Ace Hardware Orange Park, Florida

acob Hagan knew from a young age that he wanted to follow his father’s footsteps. Today, he operates eight stores with his father Bill in northeastern Florida. He says independent home improvement is in his blood. As a teenager, Hagan began working at the company’s Hilliard, Florida, location. His duties were cleaning toilets, sweeping floors and taking out trash. He was eager to do anything he could to earn the respect of his co-workers, who he worried would see him as the owner’s son and not a true contributor to the operation’s success. After college, he returned to Hagan Ace Hardware and began looking for new ways to advance the business. In 2010, the company added a hunting and ammunition department to one of its locations, a product enhancement that gave Hagan the opportunity to merchandise the new inventory. Due to the category’s initial success, now five Hagan Ace Hardware locations carry hunting and ammunition products. Hagan and his family were motivated to expand their categories even further because of the success of the hunting and ammunition department and on the strength of Hagan Florist and Gifts, which features 6,000 square feet of floral and housewares products. The company added Hagan Coastal Outfitters, a 2,000-square-foot store-within-a-store concept in 2017. The department features paddleboards, kayaks, sandals and other beach gear. Hagan and his team are currently adding this department to other stores to increase foot traffic and overall sales. Whether learning the basics of running a retail location or strategically merchandising new departments, Hagan looks to his father for inspiration and guidance. Today, the father-son team is collaborating on plans for the business’s ninth location and adding new positions to stay competitive on the digital level and expand even further. Hagan is committed to giving back to his community whenever possible. Diagnosed with Type 1 diabetes as a child, he feels a personal connection to the Children’s Miracle Network Hospitals, a charity he supports as often as he can. He has also supported local juvenile diabetes research organizations and area schools. In 2016, he was appointed to the Jacksonville Ace Group’s (JAG) Children’s Miracle Network committee. As an avid golfer, he served as chairman for the fourth annual Ace Fore Kids Golf Classic and has raised more than $84,000 in the past three years. As a result of his team’s efforts to raise money for the organization, JAG has collected more than $224,000 for Children’s Miracle Network Hospitals in just three years, making the organization one of the top 10 fundraising groups for the nonprofit in the U.S.

HARDWARE RETAILING | July 2019

Without our community, we can’t be in business. People like shopping at a company that helps and wants to give back to the people who support it.

July 2019 | HARDWARE RETAILING

See What Motivates the Young Retailers of 2019

Thank You to Our Sponsors!

Watch a video presentation about the professional milestones of each 2019 Young Retailer of the Year honoree and see behind-the-scenes footage of the ceremony in Las Vegas at TheRedT.com/yroty-2019.

The Young Retailer of the Year program and ceremony is sponsored by Channellock Inc., Delta Faucet Co., Fluidmaster Co., Intertape Polymer Group and Midwest Fastener. The receptions before and after the awards ceremony were sponsored by Arrow Fastener.

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HARDWARE RETAILING | July 2019

Register now for the 2019 Home Improvement Insights Summit. Presented by the Home Improvement Research Institute, the Summit is dedicated to helping you know your market, embrace change and drive innovation related to pro and consumer customers, channels and market dynamics. For two information-packed days, you’ll network with other industry experts, researchers, strategists and marketers from the leading home improvement manufacturers, retailers and organizations. You’ll come away equipped to craft smarter strategies, improve planning and make better decisions.

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By Chad Husted, chusted@nrha.org

Wanted: Skilled Tradespeople How Retailers Are Supporting the Next Generation

magine stepping down into your basement and finding an inch of water. Your new house doesn’t have grounded outlets. And that ancient tree in your backyard is one storm away from knocking out a wall. These are all issues that make a tradesperson necessary. Tradespeople, from electricians and plumbers to general contractors and welders, make up a sizeable portion of the customer base for any hardware retailer. They keep the rest of the world running, and the survival of these professions is important for more than just their buying power. Retailers play a large role in promoting trades work and the people who do it. By being an advocate for training in electrical work, contracting, plumbing and

HARDWARE RETAILING | July 2019

other trades, retailers are helping to preserve a customer base while also bringing in a new generation of tradespeople. These tradespeople are crucial for the industry given how difficult finding new hires has been for employers in the U.S. and around the globe. Advocating for the trades, and the continuation of apprenticeships, can take on different forms. For Marcus Lumber, a hardware and lumber operation in Marcus, Iowa, promoting the trades has become a central part of doing business. Supporting local tradespeople as customers has long been a part of Marcus Lumber’s business model, but the business has also brought in skilled tradespeople to take on projects for commercial and residential jobs.

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Skills to Pay the Bills Skilled tradespeople can occupy such a wide variety of positions and roles, sometimes it can be difficult to put those careers under one umbrella term. However, there are certain aspects of each trade that link them together: They commonly require certifications, but don’t often require a bachelor’s degree. Most importantly for retailers, tradespeople tend to work on projects and in jobs that require the tools and supplies found at home improvement stores. That’s why the declining number of skilled tradespeople should concern retailers who rely on this talent pool, and the craftspeople who make it up, for their own business success. In 2018, The Wall Street Journal reported that since the last housing boom in 2005, the share of workers in construction positions has declined in 48 states. From 2005 to 2016, construction workers under the age of 24 declined nearly 30 percent nationwide.

46%

of U.S. employers report having above average difficulty filling positions. Source: 2018 Talent Shortage Survey, ManpowerGroup

“Following the housing crisis, businesses that handled new construction or repairs were mostly run by an older generation. The crisis hit those businesses hard, leading to a lot of people with those skills to step away,” says Grant Leavitt, co-owner of Marcus Lumber. “Now that we’re seeing some economic growth, those businesses are looking for young people with the right training to take on jobs. They’re having a hard time finding them.” ManpowerGroup, a company specializing in workforce solutions, published its 2018 Talent Shortage Survey of more than 39,000 employers in 43 countries, including the U.S. and Canada. According to the survey, the toughest positions to find labor for in the U.S., Canada and globally are in skilled trades. When asked about the main reason jobs remained unfilled, 26 percent of U.S. respondents claimed it was because of a lack of applicants for the open positions. The second most common response was applicants lacked the necessary experience, while 14 percent said applicants lacked necessary “hard” skills common among professional tradespeople looking to work in industries like plumbing, electrical and HVAC repair. While not all of the top positions seeing labor shortages included professional tradespeople, the survey did conclude that most unfilled positions involved post-secondary training, but not always a four-year degree. This opens the door for young people to enter these careers.

After a cold snap caused homeowners to lose heat and suffer frozen pipes, Marcus Lumber honored service technician Jeremy Jensen for his efforts during emergency calls. Pictured: Co-owner Tom Leavitt (left), manager Don Stodden, Jensen and co-owner Grant Leavitt (right).

HARDWARE RETAILING | July 2019

Learning a Trade In order to help further the growth of trades, Marcus Lumber takes a proactive approach to skills training and encouraging young people to consider a training path that can lead to a career more quickly than a traditional college degree. Marcus Lumber has an employee on the advisory board for a vocational technology program at an area high school, as well as a member of the advisory board for the local community college. Both have helped funnel new talent into the company, Leavitt says, including a current co-owner. Marcus Lumber also conducts training events centered around its own services, which include plumbing, electrical and HVAC repair. High school and college students are often invited for training at these events, and they receive tours of the Marcus Lumber facility and the service areas involved in these trades. “Modern trade work and independent retailers need each other. In both cases, the trades industry and independent retailers are both highly segmented. Most are small businesses. They should ‘get’ each other,” Leavitt says. “Retailers need to be active in marketing trades as a career. Without people to install our products or without enough people to install our goods, our own growth is limited.” While Leavitt acknowledges that Marcus Lumber is expanding its services into certain trades like electrical and plumbing because they see an unfulfilled demand, he says having such a deficit in trained talent isn’t a sustainable situation for retailers. Having a symbiotic relationship with tradespeople and professional contractors is a critical need for a robust retail operation, he says. That partnership can only be built if young people first choose to receive training and certification in a trade and then continue to grow their skills and their businesses in the coming years. “Let’s face reality: We’re growing in these areas because fewer people are interested in these careers,” Leavitt says. “With high demand and low supply, we see opportunity. Our job is to sell enough students on considering a pathway that might be a great fit. That can give those students a heck of an opportunity with us.”

Bringing the Trades In-House While Marcus Lumber and its employees put a lot of effort into promoting training for tradespeople, the business is also looking to serve customers who need trained plumbers, HVAC technicians and, most recently, electricians.

Top 10 In-Demand Jobs in the U.S.

1 Skilled Trades “Skilled trades—electricians, welders, mechanics and more—as well as sales representatives, engineers, drivers and technicians, have ranked among the top five hardest roles to fill for the past 10 years.” —2018 Talent Shortage Survey, ManpowerGroup

2 Drivers 3 Sales Reps 4 Healthcare Professionals 5 Teachers 6 Office Support 7 Technicians 8 Management/Executive 9 Restaurants/Hotel Staff 10 Manufacturing Source: 2018 Talent Shortage Survey, ManpowerGroup

July 2019 | HARDWARE RETAILING

Marcus Lumber has supplied plumbing and HVAC repair for decades, going back to when Leavitt’s grandfather expanded the business from retail and lumber to a home services supplier. The idea grew from how the business was already selling “the whole home” before the big-box era, Leavitt says. “Oftentimes my grandfather was acting as the general contractor on these builds. It was a natural fit for us,” Leavitt says. “Today we serve residential and commercial customers with new installs, repairs and replacement. It succeeds because of the people in the department. We have an outstanding manager and he’s built an incredible team. We have two lead technicians under the age of 30, and that was because of our manager’s influence.” That youth movement is what drives the Marcus Lumber team to remain engaged in building a skilled workforce for a number of different trades, Leavitt says, and not just the ones Marcus Lumber offers. By supplying a path to career growth and an established infrastructure around working in trades like plumbing and electrical work, Marcus Lumber can encourage the growth of the industry overall while also driving its own business.

On top of offering plumbing and HVAC repair services, Marcus Lumber has added electrical services.

Reasons U.S. Employers Struggle to Fill Jobs 30%

25%

26% Survey respondents say a lack of interest is driving the labor shortages for tradespeople.

26%

21%

20%

21% 16%

15%

10%

10% 5%

Applicants Expecting Better Benefits

An Issue Specific to My Organization

0% Lack of Applicants

Lack of Experience

Applicants Lack Required Skills

Source: 2018 Talent Shortage Survey, ManpowerGroup

HARDWARE RETAILING | July 2019

Applicants Expect Higher Pay

Other/ Don’t Know

“We believe service work will be something that could continue growing our company and the industry,” Leavitt says. “It can’t be outsourced, it’s not sold online, and yet it’s high-demand work.”

Working Together While offering established services has been a point of growth for Marcus Lumber, including a newly developed electrical services department, the company has taken care to keep professional customers on board and not suffering from competition with a supplier like Marcus Lumber. Leavitt sees his business’s services as “value-added” options for homeowners. They are intended to complement existing contractors who source their supplies from Marcus Lumber, not replace those businesses. Since Marcus Lumber is often involved in drawing plans for home construction due to its full-service reputation, customers are introduced to the business’s plumbing and HVAC services through the same process. This collaboration leads to better communication with customers, Leavitt says. When each service requires a separate subcontractor, a customer has that many more personalities and service styles to deal with. “During one of our construction projects, contractors and homeowners can communicate about scheduling building materials, HVAC repair and electrical work all at one phone number,” Leavitt says. “This works for smaller jobs as well, like if a customer wants a bathroom remodeled. They are going to need a plumber for the shower and toilet, a flooring person and an electrician for the new lights. We can do it all in one stop for the customer.” Communication doesn’t stop with the customer, Leavitt says. Staying transparent with professionals in the field is also key. Since the plumbing and HVAC services go back close to 70 years, those professionals in the market understand they are part of the company’s service offerings, he says. However, the business has not considered adding installed sales, as there are already active businesses serving that demand in the surrounding communities. Open communication with contractors was part of the plan when starting electrical services, with most seeing the added service as a welcome addition. “We reached out to many now-competitors in the fields to talk things over. They understand there’s more work than they can handle,” Leavitt says. “Working together—whether by supporting training initiatives for early-career advancement or complementing established businesses by picking up jobs they’re too busy to take on—is how our industries have worked for years. We have to keep that level of cooperation going.”

Marcus Lumber has worked to promote interest in trades like plumbing and electrical work through youth outreach and training opportunities.

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July 2019 | HARDWARE RETAILING

By Melanie Moul, mmoul@nrha.org

Hands-Off Horticulture Serving Customers Who Want a Low-Maintenance Lawn and Garden This month’s Category Spotlight is sponsored by STIHL

merican yards are shrinking. According to the U.S. Census Bureau, newly constructed single-family homes are taking up a larger percentage of lots, and lots are the smallest they have been since the 1970s. Generally, the data shows that in recent years, homebuyers have chosen more interior square footage over a larger yard. In addition to opting for smaller yards, many people are moving to the city. According to a 2018 United Nations report, 82 percent of North Americans live in urban areas. While there isn’t specific data that points to how much work residents want to put into their yards regardless of their size, a correlation could be made between choosing smaller lots and an increased demand for low-maintenance lawn and garden solutions. No matter how involved your customers want to be in their outside spaces, it’s important to educate them about their options. There are also opportunities to build add-on sales and transaction sizes within this customer segment.

HARDWARE RETAILING | July 2019

To get additional insights into the customers who are seeking low-maintenance options and how to serve them, Hardware Retailing spoke to three retailers who operate extensive garden centers as part of their home improvement businesses.

Seasonal Limitations and Opportunities Small yards, short growing seasons and homeowners’ preferences for low-maintenance outdoor spaces may seem like barriers to retailers selling lawn and garden products. However, retailers whose operations focus on customers who are certified green thumbs can just as easily find solutions for customers who don’t want to invest a lot of time in their yards. Despite the short growing season in Damariscotta, Maine, which starts in March and generally peaks in June, Damariscotta Hardware runs a vast lawn and garden operation. Residents may not want to invest too much time and effort into their lawns and gardens, but that doesn’t mean they don’t want them to look nice during the brief season. “If we had a longer season, people in this area might be more passionate about their gardens,” says Damariscotta Hardware manager Dylan Ruggiero. “The season fizzles out quickly, which impacts how much effort people want to put in.” To combat some community members’ low interest in long-term lawn and garden maintenance, Damariscotta Hardware took on the hard part. The operation has three greenhouses, which allows the staff to start the planting season in early March and cultivate plants that otherwise wouldn’t be ready until later in the spring or early summer. The garden staff starts many plants from seeds, and they also receive some as transplants from vendors. The growing season is similarly short in Goffstown, New Hampshire, where Goffstown Ace Hardware operates Sandy’s Garden Center. Sandy’s also includes a greenhouse on the property, but it is used for caring for plants outside the traditional growing season, not starting seeds or transplants. They start transitioning plants outside the greenhouse around Easter, but generally their season starts in mid to late April. “We try to be a go-to place for lawn and garden because there are a lot of other garden centers in our area,” says store manager Karen Henderson. “We stock many options for people, items that are different or interesting. We use local suppliers because we know they will sell us things that are proven to grow well in our area.” The climate in Maple Valley, Washington, is more moderate than on the East Coast, which allows the garden center at Johnsons Home & Garden to be open longer throughout the year.

Cultivating Care Some customers may want to lessen their lawn and garden load to be more eco-friendly by limiting water usage and avoiding potentially harmful fertilizers. One option Karen Henderson at Goffstown Ace Hardware has seen grow in popularity in recent years is using clover instead of traditional grass. It’s shown to benefit the earth and the bee population. For more information about eco-friendly solutions to suggest to your customers who want low-effort, green options, visit TheRedT.com/composting.

Customers may want low-maintenance plants, but they also want color, which is why Goffstown Ace Hardware offers plenty of options.

July 2019 | HARDWARE RETAILING

Johnsons operates a 4,000-square-foot greenhouse, which is open all year. The exterior garden center is open from March to September, depending on the timing of the last frost. The rest of the department includes 2,300 square feet outside for live goods and space inside the store for packaged products and to showcase the store’s large variety of house plants and succulents during the winter. “We buy only top-quality live goods,” says garden center manager Doug Kelly. “I’m fairly fussy about who I buy from. I buy the best of what my suppliers grow. My suppliers know what to ship to me. If I don’t like what I see, I put it back on the truck.”

Solutions for the Ages Ruggiero says a strong percentage of Damariscotta’s residents are older and aren’t permanent residents, only spending their summers at their vacation homes. While those customers still want to care for their properties, they tend to prefer less intensive lawns and landscaping and want equipment that requires less maintenance, too. Damariscotta Hardware sells a line of batterypowered equipment that is popular with older residents who don’t want the upkeep of gas-powered equipment. Battery-powered equipment also generally weighs less than gas-run counterparts, which is preferable for older customers.

Low-Maintenance Top-Sellers Annuals “Our top sellers are annuals because they are generally less expensive and customers want something to dress up the house. It’s important to have a wide selection of plants that grow in a variety of conditions and flower almost all season.” —Karen Henderson, Goffstown Ace Hardware

Perennials “Perennials are great for customers who want low-maintenance options because they come back every year. And when we’re the ones growing them from starts, there is even less maintenance and initial care required.” —Dylan Ruggiero, Damariscotta Hardware

House Plants “We’ve seen an increased trend in succulents. We bring in hundreds of them and sell them like crazy. There has been a swing back toward house plants, too, such as spider plants and snake plants. We’re up 200 percent with house plants.” —Doug Kelly, Johnsons Home & Garden

HARDWARE RETAILING | July 2019

Robotic mowers in particular have drawn the interest of older customers and the operation’s small contingent of millennial customers. “We use our robotic mower out in front of our store,” Ruggiero says. “It catches people’s eyes because it requires less maintenance than a traditional mower, and it mows the grass for you.” Johnsons serves a variety of customers, including city-dwelling renters, suburban homeowners and people who live closer to the base of Mt. Rainier, where the wind and cold can have a significant impact on plant life. “We have customers who are recently retired, and we also have young families who don’t have a lot of time to spend taking care of a yard,” says nursery associate Joan Easton. “They are different groups, but they both want access to low-maintenance options.” Easton says houses in the area have small yards, urban dwellers live in condos and retirees often choose smaller apartments. Before recommending certain plants for customers who have limited space or want low-maintenance options, Easton says the first step is to find out what their space offers: shade versus sun, morning versus afternoon sun and how much time they want to invest in watering. After she’s determined that, she can recommend plants that grow well in those conditions without much assistance. “The majority of people with gardens have raised beds, and those who have smaller balconies opt for container gardens,” she says. “Raised beds are the most common because there isn’t as much prep work required, you don’t have to fight as many weeds and you can grow just about anything in them.” At Goffstown Ace, customers are drawn to the same low-maintenance options, no matter their ages. Henderson also recommends potted gardening or raised beds because they are easier to maintain. “We have senior customers who don’t have the physical ability to take care of a large garden,” Henderson says. “They also don’t need as much fresh produce, so it’s easy for them to downsize their beds and still get a good yield.” For her younger customers, Henderson says lawn and garden care is often more about educating children and less about having a lot to show for it. Small beds and potted vegetables are often smart solutions for these customers. “Young families are focused on the experience for their children,” she says. “They get something out of it without having to do more than just take care of a few plants. The reward can be just as good as when you’re putting so much more into a huge garden.”

Higher Low-Maintenance Education Henderson says young customers or people who are new to gardening can often lead to larger transactions because although they want something low maintenance, they may be just starting out and require a lot of new supplies. In order to build those larger tickets, it’s important for sales associates to have the necessary project knowledge to make sure each customer leaves the store prepared. “People are willing to spend more on containers, raised beds and started plants,” she says. “With people who are new to gardening or lawn care, they don’t know everything they need. When we’re suggesting everything they need to be successful, there will be larger ticket sizes. Selling containers and started plants results in a higher basket than only selling a pack of seeds.” In New Hampshire, Henderson says younger customers tend to show more interest in organic options, which helps increases the overall transaction size. Kelly and Easton at Johnsons Home & Garden bring their expert knowledge and experience to the team.

Johnsons Home & Garden has earned a reputation for being the go-to place for low-maintenance flowering bushes, like azaleas and hydrangeas.

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The greenhouse at Johnsons Home & Garden in Maple Valley, Washington, hosts the operation’s live goods all year, while the outdoor lawn and garden area is open to customers from early spring into mid-autumn.

Kelly ran his own nursery for more than 20 years before he sold the business and retired. He joined Johnsons in 2013 and brought with him the knowledge of running the nursery and the relationships he had built with local suppliers. He knows where to buy the best of each type of plant he wants to sell, and the suppliers are familiar with him, too. He uses his decades of knowledge to teach customers what it takes to create the type of lawn and garden they want. He says that even if someone says they want a low-maintenance lawn, it’s important to explain to them that, initially, it will take some work. “I tell people that if they want a nice lawn, it’s going to take time, period,” he says. “I explain exactly how to overseed their lawn: topsoil, grass seed, peat moss, and hide it from the birds. It’s like cooking. If they follow the recipe, they will have a nice lawn. I get a lot of ‘thank yous’ for my advice.”

Cultivating Care If the climate in your area isn’t keen on keeping lawns green, your customers who prefer low-maintenance solutions have other options. In addition to rock gardens and artificial turf, provide resources on the plants that look great, but don’t require much maintenance. Visit TheRedT.com/lawn-options to find out what you should recommend to provide alternative groundcover solutions.

HARDWARE RETAILING | July 2019

Easton was an avid hobbyist gardener who came to Johnsons as a part-time employee four years ago. She is a certified master gardener, a program she completed through the local university. (Learn more about what it takes to become a master gardener at TheRedT.com/master-gardener.) Easton says her certification helps her every day at her job. “Master gardeners don’t know everything, but we do know where to find the answers,” she says. “I use my certification frequently in my role, and it’s also a great benefit to have someone like Doug as a resource.” When it comes to educating customers about lawn and garden solutions, staffing is crucial at Damariscotta Hardware. All staff members are trained in the department, which allows the operation to allocate additional staffing to the department in the spring and early summer. Ruggiero says it’s important to have a well-staffed and well-trained department, even during the down season. “Having dedicated staff, even when the lawn and garden center isn’t up and running, is vital,” he says. “We spend time going through orders in the winter to determine what to buy for the next season.” In addition to educating your customers, Henderson says it’s important to educate yourself in order to help customers find the best solutions for their needs. And when it comes down to it, the key to helping customers who want a little less to do in their yards is simple, Henderson says. “You have to have a conversation with them and figure out the time and resources each customer is willing to dedicate to their lawn and garden.”

How to Turn Black Thumbs Green Some customers want low-maintenance lawn and garden options because they don’t have time to devote to the caring and nurturing of green spaces. On the other hand, some customers just have black thumbs.

How can you serve customers who are beside themselves because they can’t keep their plants alive? Here are some ideas and resources for catering to customers who just can’t keep their lawns and gardens thriving.

Recommend they start small. Customers who struggle to care for their lawn and garden spaces may just have too many things going at once. Suggest they start with just a few flower types in beds or one vegetable in a pot instead of a whole garden.

Offer free soil testing. Sometimes it’s not them, it’s the soil. In many regions, the pH of the soil can impact how well or even whether a plant takes root. Provide free soil testing to help your customers identify solutions to get back to growing.

Be understanding. People take great pride in their lawns and gardens, so it’s important for you to recognize how frustrating it can be for people who can’t get it right. Note returning customers’ challenges so the same suggestions aren’t made twice.

Create a support group. Start a Black Thumbs Club to help struggling gardeners. Create a Facebook group to share challenges and solutions, host vendors to demonstrate products and invite local gardening experts to speak at events.

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By Bill Brunelle, Independent We Stand

Midwest Mainstay America’s Favorite Main Street Celebrates History With Paint and Pride

fter months of nominations, voting and campaigning, it’s finally official: The winner of this year’s America’s Main Streets Contest is Main Street Wellington in Wellington, Ohio. This historic neighborhood earned its place as America’s favorite Main Street with a compelling story that involves a few of America’s other favorites, including a patriotic painting, free parking and cheese. The annual America’s Main Streets Contest highlights the important work that Main Street organizations do for their local communities. Members of the public nominate and vote for their favorite Main Street to win the coveted title and a $25,000 prize. This year, Independent We Stand and contest sponsors, which include STIHL, Do it Best Corp., PPG Paints and the North American Retail Hardware Association, will present Main Street Wellington with the grand prize during the village’s Old Fashioned Fourth of July celebration. Wellington sits in northern Ohio, approximately 40 miles southwest of Cleveland. Although small, the village is rich in history. In 1876, Ohio native Archibald Willard painted the iconic Yankee Doodle portrait, “The Spirt of ’76,” in Wellington. The painting shows a trio of parading musicians in what appears to be a Revolutionary battle. Willard was actually inspired by a real parade that took place though downtown Wellington at the time. Meanwhile, Wellington was building its reputation as the “Cheese Empire of the Nation” thanks to more than 40 cheese factories that filled the area during the 1800s. Today, many of the historic red brick buildings from that era still line the streets of downtown Wellington. In recent years, a coalition of local residents and businesses

HARDWARE RETAILING | July 2019

has worked to restore these facades to their original glory. Main Street Wellington has rallied the community in support of its vibrant history through its revitalization program called “Paint the Town Proud.” “It’s truly rewarding to see parts of our historic town come to life again with a fresh coat of paint,” says Scott Jerousek, third-generation business owner of Farm & Home Hardware, a Wellington-based Do it Best member store. “With the support of the America’s Main Streets Contest, we are excited to be able to do even more.” With the $25,000 prize, Main Street Wellington will continue its Paint the Town Proud program. There are plans to refresh downtown with signs telling the town’s history and directing visitors to free parking. In particular, the community will restore a downtown building damaged by fire. True to the village’s history, the renovation will preserve and highlight the building’s signature “cheese” signs. For more information about Main Street Wellington, visit mainstreetwellington.org. To learn more about how you can support the shop-local movement, visit independentwestand.org.

Bill Brunelle Co-founder, Independent We Stand Independent We Stand (IWS) educates communities about the benefits of supporting locally owned businesses. IWS inspires small business owners to celebrate their locally owned status and helps consumers understand their value. IWS is sponsored by STIHL, Do it Best Corp. and PPG Paints.

Residents have spent the last several years repainting businesses on the main street in downtown Wellington.

Scott Jerousek (right) is CEO of Farm & Home Hardware in Wellington. He is an avid shop-local supporter.

Archibald Willard painted “The Spirit of ‘76” based on a parade that took place in Wellington.

The 2019 America’s Main Streets Contest Finalists There are hundreds of favorite Main Streets throughout the country. The America’s Main Streets Contest shines a light on the thoroughfares that connect residents, small businesses and heritage. Here are this year’s nine other finalist communities. Visit mainstreetcontest.com/nominees to learn more about each finalist.

• Texarkana, Arkansas

• Peru, Indiana

• Benicia, California

• Saco, Maine

• LaBelle, Florida

• Big Rapids, Michigan

• Canton, Georgia

• Rutland, Vermont

• Logansport, Indiana

This is the fourth annual America’s Main Streets Contest. Read about the past three winning communities at TheRedT.com/main-streets.

July 2019 | HARDWARE RETAILING

Merchandising Makeover

By Jesse Carleton, jcarleton@nrha.org

Grill Neglect Can You Clean This Up?

ow does a once exemplary merchandising marvel slowly turn to cluttered chaos? It often happens gradually. You might not notice when one small piece slips out of place, but if left unchecked, more disorder will follow. That’s what has happened in the grill display below. It’s time to clean it up. This year, Hardware Retailing is challenging you to improve your merchandising through some simple exercises. Look at the photo below, decide what’s wrong or what could be improved, and then see Page 71 for a review

HARDWARE RETAILING | July 2019

of some basic tenets of maintaining effective displays. It’s a great exercise for all employees. Prevent the slow decline of your own merchandising by establishing some basic housekeeping habits. All employees should be trained to fix a problem as soon as they spot one. It might help to make a checklist of all the cleanup tasks that need to be done on a daily basis, such as removing trash, fronting product and straightening signage. Use the list to do an occasional walk-through audit of the store, and make sure no display suffers neglect.

3 2

1 1 Hide Your Work As you’re restocking the shelves, don’t let packing totes and boxes sit out longer than necessary. Resist the urge to stash them somewhere on the salesfloor unattended instead of hauling them to the backroom. This goes for overstock, too. Keep these boxes out of the way and preferably out of customers’ sight. Boxes sitting in the aisle not only make the store look messy, but they are also a tripping hazard.

2 Cross-Merchandise A grill is a great example of a display where you can easily merchandise multiple products. Look for items outside the immediate category that would make a natural add-on sale. If, for example, the grill was in your latest circular, pair it with nonadvertised items in the display. This technique can help your customer see the breadth of products you carry. It will also lead to add-on sales, usually with items that carry higher margins than the advertised product.

3 Read About It When selling high-ticket items such as grills, it’s important to have product literature nearby. In addition to the knowledge your employees can provide, this literature can help answer questions customers may have about the product. Also use signage that compares similar products of different price points so customers can compare features and benefits. In order for customers to feel satisfied they’ve made the best decision, it’s important for them to know all of their options.

4 Face the Front Merchandising isn’t something you set perfectly once and then forget. Customers like to pick up products and read the packaging, and they don’t always put them back the way they found them. To keep displays from falling into disarray, face and front products regularly. When product labels face the front, you are able to maximize the colorful packaging the manufacturer has developed. The products also look as if they belong, not dropped there by accident.

July 2019 | HARDWARE RETAILING

Newsmakers

Understanding Implications of Chinese Tariffs

onathan Gold, a trade expert for the National Retail Federation, answered questions from Hardware Retailing about the effects of recent tariffs. He provides insight into new 25 percent trade duties levied on hundreds of billions of dollars in Chinese products entering the U.S. Some of the tariffs went into effect in May and others were still under discussion in June. The tariffs touch every industry, according to Gold. NRF takes the stance that the trade duties on Chinese goods are damaging to U.S. retail. Most retailers in the independent home improvement industry agree. More than 65 percent of retailers responding to a survey from Hardware Retailing believe the effects will be negative. The rest see the impacts as positive, neutral, minimal or unclear. Hardware Retailing (HR): How will the tariffs on Chinese products impact independent retailers compared to larger companies? Jonathan Gold (JG): It’s going to be more challenging for small businesses. They might not have the flexibility, like larger retailers, to shift sourcing to other countries. They will probably have to absorb the entirety of the 25 percent tariff or pass the majority of it on to their customers. A larger retailer has more flexibility to shift sourcing, work with their vendors and absorb some of the additional costs. We know everybody’s operating on thin profit margins. It’s just that small businesses’ ability to mitigate might be less than what a larger retailer can do.

Upcoming Events August 13-15 Independent Garden Center Show McCormick Place, Chicago • Independent Home Improvement Show—Powered by NHS • 2019 NRHA State of Independents Midyear Review • NRHA STIHL Foundations of Leadership Conference

16-18 Florida Hardware Fall Market Orlando, Florida

22-24 Orgill Fall Dealer Market Chicago

September HR: Does the lack of a timeline for implementing the next round of tariffs cause instability for retailers? JG: The uncertainty makes it extremely difficult to plan ahead. How do you plan your mitigation strategy? Do you look to bring in cargo earlier to avoid that 25 percent tariff? How quickly can you shift to other countries? Obviously, a lot of companies already have contracts for products coming in for the next couple of months, so how do you mitigate against negative effects? HR: Are you finding that consumers aren’t educated about the tariffs? JG: I think there’s a lack of understanding across the board about the tariffs. Part of it is that retailers have done a good job of mitigating accrued tariffs. Consumers haven’t seen a price increase, but now with 25 percent, consumers might start feeling it. The important thing that people need to understand is that the tariffs are taxes paid by U.S. businesses. HR: What do you think the long-term impacts of these tariffs will be? JG: It’s really going to depend on how long this trade war lasts. The longer it is, the more of a negative impact it’s going to have on the U.S. economy and businesses. Small businesses might not be able to adjust and might end up having to shut down or cut jobs. Owners won’t be able to invest in their companies. We might start seeing economic decline if this continues and it could hit the global economy.

Jonathan Gold is vice president of supply chain and customs policy at the National Retail Federation. He is a primary spokesperson and is responsible for representing the retail industry before Congress and the president’s administration on supply chain, international trade, product safety and customs-related issues.

HARDWARE RETAILING | July 2019

1-3 spoga+gafa Cologne, Germany

6-8 Ace Hardware Fall 2019 Convention & Exhibits Atlanta

6-8 Horizon Distribution Inc. HDI Trade Show & Conference Expo Yakima, Washington

7-8 PACOA Fall Market Flushing, New York

13-15 Monroe Hardware Fall Market Greenville, South Carolina

Find more events online at TheRedT.com/calendar. To have your event added, contact Kate Klein at kklein@nrha.org.

UNITED STATES Ace Hardware Expanding Texas Distribution Center Ace Hardware Corp. plans to more than double the size of its distribution center in Wilmer, Texas. Construction for the project is expected to begin in the second quarter of 2019 and be completed during the second quarter of 2020, according to the company. “Ace’s continued volume growth has driven our need for a larger facility to accommodate our growing business demands. This expansion will enable faster service for Ace retailers and ultimately our valued customers,” says Lori Bossmann, executive vice president and chief supply chain officer.

Home Depot, Lowe’s Report Sales Growth Both Home Depot and Lowe’s reported growth in their first-quarter financial results. Home Depot announced sales of $26.4 billion, growth of 5.7 percent over 2018’s first quarter. Home Depot’s success came despite bad weather and “significant deflation in lumber prices,” CEO Craig Menear says. Lowe’s first-quarter sales were $17.7 billion, a 2.2 percent increase. Lowe’s comparable sales growth “is a clear indication that the consumer is healthy and our focus on retail fundamentals is gaining traction,” Lowe’s CEO Marvin Ellison says.

The expansion will more than double the size of the existing 450,00-square-foot distribution facility, which opened in 2014.

Do it Best Announces New Director of International Sales Do it Best Corp. has named a new director of international sales with its promotion of industry veteran Scott Sproul. Sproul previously served as the company’s national retail performance manager. “Do it Best is committed to be the industry’s first and best choice for independent home improvement retailers, not just in the U.S., but around the world,” says Nick Talarico, vice president of sales and business development for the co-op. “I’m excited to have Scott step into this important leadership role.”

CANADA

Home Hardware Makes Changes to Senior Management Teams

Canadian Tire Uses Event to Promote Private-Label Products

Recent transitions in senior roles at Home Hardware continue a trend of significant change under the leadership of president and CEO Kevin Macnab. Macnab has served in his current role since October. On the merchandise side, the senior management team has been realigned with the promotion of two directors and the creation of a new director position. The company added the title vice president of store operations to the role of vice president of Home Hardware’s paint and chemicals division. The company also has a new vice president on its information technology team and added two more members to its marketing team.

Canadian Tire’s recent Canvas Backyard Living event provided an opportunity to promote Vermont Castings’ newly launched line of barbecues. The company acquired Vermont Castings in 2017. James Elson, assistant vice president for product development, leads the team that has taken the 40-year-old brand and made it new to Canadian Tire.

Canadian Tire saw an opportunity in the barbecue space with Vermont Castings, a company that already had excellent brand equity but could be made more relevant to Canadian consumers.

Want to Read More? For the full story on these briefs, head over to TheRedT.com/0719-news. To read the Canadian briefs, visit hardlines.ca/hardwareretailing. For the latest independent home improvement news, interviews, trends and videos, visit hardwareretailing.com.

July 2019 | HARDWARE RETAILING

Last Word

Close to Home

onsumers choose what products to buy for a variety of reasons. Cost, convenience and personal tastes can all be factors. No matter why consumers buy certain products, market performance can show some manufacturers continue to have strong sales. For some of these manufacturers, the fact that they are making their products in the U.S. could play a major role. Not all consumers consider where a product is made when making buying decisions, but for retailers based in the U.S., carrying products made close to home might be an important factor. In a 2017 Hardware Retailing survey, 62 percent of retailer respondents said they noticed customers seeking out U.S.-made products. With the majority of retailer respondents seeing this trend, all retailers should consider how locally made products can help boost their business.

Consulting Consumers According to a recent survey from Consumer Reports, 8 in 10 American consumers say they would rather buy American-made products, and 60 percent say they’re willing to pay 10 percent more for products manufactured within U.S. borders. The draw of locally made products can be effective. Review some other conclusions from the survey here.

80% believe U.S.-made products are produced under better conditions.

Categories That Feature U.S. Products Kitchen and Housewares

Some of the most classic brands in kitchen appliances and cooking utensils are still going strong and have kept building their products in U.S. communities. From stand mixers to cast iron cookware, there are brands in the housewares department for retailers to take advantage of.

76%

of respondents say food is the most important category for U.S.-made goods.

Power Tools

Power tools and outdoor power equipment products can often be merchandised at higher prices already, so a tie to the States can only help. One of the top reasons consumers gravitate to U.S.-made products is that they believe those products to be higher quality.

39% are annoyed that big boxes mostly sell products made outside the U.S.

Gifts

3 74

It’s hard to get more “made in the U.S.” than being manufactured down the street. With retailers often looking to showcase their local communities, it makes perfect sense to bring in products like candles, cards and gift items made by local craftspeople and hobbyists.

HARDWARE RETAILING | July 2019

Source: Consumer Reports

AD INDEX Ace Hardware..............................................................................................3 www.myace.com; 630-990-6900

Ironclad Performance Wear Corp..............................................................19 www.ironclad.com; 844-200-5664

Ajax Wire Specialty Co. .............................................................................32 www.ajaxwire.com; 855-966-2529

MAX USA ..................................................................................................65 www.maxusacorp.com; 800-223-4293

Apex Tool Group LLC ..................................................................................1 www.crescenttool.com; 800-650-8665

Midwest Fastener ......................................................................... 16-17, 75 www.fastenerconnection.com; 800-444-7313

Bonide .......................................................................................................33 www.bonide.com; 315-736-8231

NRHA Retail Management Certification Program ....................................BC www.nrharmcp.com

Channellock Inc. ................................................................................... 9, 75 www.channellock.com; 800-724-3018

NRHA Vision Process .............................................................................. IFC www.nrha.org/vision

Chapin........................................................................................................63 www.chapinmfg.com; 800-950-4458

Orgill Inc. ............................................................................................76-IBC www.orgill.com; 800-347-2860

Coles Wild Bird Products Co. ....................................................................31 www.coleswildbird.com; 877-426-8882

Phifer ...................................................................................................... 7 www.phifer.com; 205-345-2120

Delta ..........................................................................................................52 www.deltafaucet.com; 800-345-3358

Radia ......................................................................................................15 www.radiaproducts.com; 800-221-1083

Do it Best Corp..........................................................................................13 www.independentsdoitbest.com; 888-364-8237

Sakrete.................................................................................................... 5 www.sakrete.com; 866-725-7383

Fluidmaster................................................................................................59 www.fluidmaster.com; 800-631-2011

Sashco ...................................................................................................11 www.sashco.com; 800-767-5656

Hillman Group Inc......................................................................................55 www.hillmangroup.com; 800-800-4900

ShurTech Brands .......................................................................................14 www.FrogTape.com; 800-321-1733

Home Improvement Insights Summit 2019..............................................53 www.hirisummit.com; 317-982-3976

Stihl USA ..............................................................................................66-67 www.stihlusa.com/dealers; 800-467-8445

IPG.............................................................................................................52 www.itape.com; 888-898-7834

Taiwan Hardware Show 2019 ..............................................................34-35 www.hardwareshow.com.tw; +886-2-2595-4212

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

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July 2019 | HARDWARE RETAILING

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