Hardware Retailing March 2022

Hardware and Paint Association

Listen to Lead

A Conversation With NHPA Board Chairman Jake Smith Page 32

What Can QR Codes Do for Your Business? Page 58

The Color Trend of the Year You Need to Know Page 78

We designed every inch of our innovative SpeedGrip™ Tongue & Groove Pliers for the trades men and women who keep our country running. Made in the USA from high carbon U.S. Steel, with a push button to make fast and easy non-slip adjustments and laser-hardened crosshatch teeth that grip stronger and last longer.

HEADQUARTERS

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

NHPA@YourNHPA.org YourNHPA.org

OUR MISSION

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

NHPA BOARD OF DIRECTORS

CHAIRMAN OF THE BOARD

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

EXECUTIVE VICE CHAIRMAN

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

DIRECTORS

Alesia Anderson, Handy Ace Hardware, Tucker, Georgia

Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri

Ned Green, Weiders Paint & Hardware, Rochester, New York

Scott Jerousek, Farm and Home Hardware, Wellington, Ohio

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

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

SECRETARY-TREASURER

Bob Cutter, NHPA President and CEO

STATE & REGIONAL ASSOCIATIONS

MIDWEST HARDWARE ASSOCIATION

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

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

NHPA CANADA

NHPA CANADA

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

CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES

CIRCULATION DIRECTOR

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

COMING IN APRIL

Wellness in the Workplace

Keeping employees healthy and safe should be a top priority for every employer. Mentally and physically healthy employees are more productive and generally able to provide better customer service. In the April issue of Hardware Retailing, experts and retailers share best practices for implementing a workplace wellness program for your employees to create a culture of wellbeing.

“When employees have access

to a wellness program,

they tend

to feel more valued by their employer, which is important as employees are most companies’ most valuable assets.”

—Steven

Aldana WellSteps

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

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

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

All editorial contents © 2022 North American Paint and Hardware Association. No editorial may be reproduced without prior permission of the publisher.

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

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

MANAGING EDITOR

Melanie Moul, mmoul@YourNHPA.org

PRODUCTS & DIGITAL EDITOR

Hans Cummings, hcummings@YourNHPA.org

ASSOCIATE EDITOR

Lindsey Thompson, lthompson@YourNHPA.org

ASSOCIATE EDITOR

Carly Froderman, cfroderman@YourNHPA.org

SENIOR DESIGNER

Aubrey Smith

GRAPHIC DESIGNER

Autumn Ricketts

DIGITAL MEDIA SPECIALIST

Kevin Trehan

PRODUCTION MANAGER

Austin Vance

SALES & PRODUCTION ASSISTANT

Freda Creech

MARKETING & COMMUNICATIONS

EXECUTIVE DIRECTOR, MARKETING & COMMUNICATIONS

Whitney Daulton

CORPORATE COMMUNICATIONS MANAGER & EDITOR

Julie Leinwand

NHPA SALES

FIELD SALES MANAGER & SOUTHERN SALES DIRECTOR

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

MIDWEST SALES DIRECTOR

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

NORTHEAST, NORTHWEST & CANADA SALES DIRECTOR

Jordan Rice, jrice@YourNHPA.org, 217-808-1641

EXECUTIVE STAFF

PRESIDENT & CEO

Bob Cutter

CHIEF OPERATING OFFICER & PUBLISHER

Dan Tratensek

CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES David Gowan

MEMBER SERVICES & TRAINING 800-772-4424, NHPA@YourNHPA.org

DIRECTOR OF MEMBER SERVICES & EVENTS Katie McHone-Jones, kmchone-jones@YourNHPA.org

TRAINING MANAGER & EDITOR Jesse Carleton, jcarleton@YourNHPA.org

RETAIL ENGAGEMENT SPECIALIST Renee Changnon, rchangnon@YourNHPA.org

DATA & INFORMATION COORDINATOR Natalie Harris

EXECUTIVE DIRECTOR, PAINT & DECORATING PROGRAMS

LeAnn Day, lday@YourNHPA.org

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

DIRECTOR OF ORGANIZATIONAL DEVELOPMENT & CONSULTING Kim Peffley, kpeffley@YourNHPA.org

Hardware Retailing’s newest department, Project Point, features DIY projects to share with your customers to show them you are the place where projects come to life.

Meet Jake Smith, owner of Jared’s Ace Hardware. Learn his history, his passion for the independent home improvement industry and his priorities as the new chairman of the board for the North American Hardware and Paint Association.

Herrick Hardware

Taking on Tech

Get

Part of the Southampton, New York, community for more than 150 years, Herrick Hardware started serving customers with farming supplies and dry goods and has continued to evolve.

See how one retailer plans on using QR code technology in his operation to improve customer service. Plus, learn how NHPA’s Retail Management Certification Program develops excellent managers.

Sales Excellence

ONLINE Stay Informed

Check out these stories and more at hardwareretailing.com/march

Follow the magazine on Instagram for industry trends and news, how-to management resources and more exclusive content.

HardwareRetailing HardwareRetail HardwareRetailing

We’re Here to Help

In this month’s issue, we’re featuring the new chairman of the NHPA board, Jake Smith, and his business. The resources here will give you additional insight into his operation and show you the many ways the association is here to help your business succeed.

Touring Jake’s Ace

Take a trip to Bishopville, South Carolina, and get tips on merchandising and retailing basics at Jake Smith’s two stores, Jared’s Ace Hardware and Crossroads Outdoors.

Take the Next Step

If you’re looking to buy a new location, sell your business or hire new personnel, the NHPA Retail Marketplace is your industry resource. Take advantage of the promotional pricing: Put up a listing by March 31 and receive 25 percent off!

Find More Stories Online

PROJECT POINT Pressed Petal Projects

Share the steps for pressing flowers and ways your customers can use pressed flowers, created with this month’s Project Point flower press, in different craft and decor projects.

INDUSTRY EVENTS Conference Connections

Explore the full schedule for the NHPA All-Industry Conference, held in conjunction with the National Hardware Show in Las Vegas, April 5-7.

CATEGORY Color Conversations

Discover the color trends for 2022 and learn what color experts from PPG and Benjamin Moore predict will be hot this year

MERCHANDISING Eye-Catching Color

See how one retailer creates displays to promote the paint color of the year and provide customers with design ideas using that year’s trending colors.

MARKETING Colorful City

Janovic in New York City hosted a contest for customers to nominate an d choose th e NYC Color of th e Year, a color they fel t best represents th e city

EDITORIALLY SPEAKING

CONNECTIONS

Send Melanie a Message mmoul@YourNHPA.org

Melanie Moul

“A responsibility of the NHPA chairman is to offer guidance to their peers and to association leadership.”

Guiding Principles

IT’S NOT OFTEN that I pitch to a feature story in the first line of my column, so stick with me before turning the page. In this issue, we’re introducing Jared “Jake” Smith, owner of Jared’s Ace Hardware in Bishopville, South Carolina, and the new chairman of the board for the North American Hardware and Paint Association (NHPA).

One thing I love about interviewing retailers is that it’s most often more of a conversation than an interview. Just in case they have some nerves about being interviewed, I always preface by saying, “I’ll never ask you a question you don’t know the answer to.”

A responsibility of the NHPA chairman is to offer guidance to their peers and to association leadership. In the article, which starts on Page 32, Jake offers some insights into his goals as chairman for his one-year term. I also asked him to opine on his projections for the industry over the next five years.

What follows is the story he told me in response.

A group of people went white-water rafting with a very experienced guide at the helm. He was knowledgeable about the area, giving instructions ahead of turns in the river or before the rapids would change. Then, midway through the trip, the weather shifted, causing the rapids to change dramatically. The guide turned to the group and said, “From this point forward, I will be giving you information as it becomes available to me.”

I don’t know if this counts as me breaking my promise and asking Jake a question he didn’t know the answer to. I have been asking retailers that question for years, and a typical answer is often about retail trends or industry growth. Jake has first-hand experience with the growth that the rest of the industry has seen over the last two years, and he’s anticipating more. However, regardless of his role as chairman, Jake is not a fortune teller. But he is easy to talk to and is a great listener, which, if you read this issue’s cover story, you’ll learn is one of his priorities this year—to be a sounding board for other people’s ideas.

If you have the privilege to meet Jake in person, I highly recommend striking up a conversation. You never know what you may learn from a peer, and at the very least, you’ll hear a great story.

Melanie Moul Managing Editor

TAKING CARE OF BUSINESS

CONNECTIONS

Send Dan a Message

dant@YourNHPA.org

Dan Tratensek

YourNHPA.org/tcb-pod

“NHPA is committed to helping retailers understand best practices for maintaining a retail business.”

Soapbox Issues

EVERY YEAR, WE TAKE A CLOSE LOOK at the primary issues independent retailers are dealing with and assess how the North American Hardware and Paint Association (NHPA) can help. I typically call these my “soapbox” issues: The topics that you see pop up again and again in my columns discussing the content we are creating, programs we are launching and seminars I am presenting. These issues change year to year because the challenges you are facing change, but they also provide us with a platform that we can build programs and content on.

So, what are we up on our soapboxes about this year?

Employee challenges. When we ask members about their barriers to growth, the ability to find, hire, retain and motivate is consistently at the top of the list. Add to that the fact that when we asked members about where they plan to make investments in their business, the top response by far was “in our employees.”

To help in these efforts, NHPA has already released a wide variety of content about employee-related issues in this magazine. We are also releasing a complete toolkit to help you with hiring, onboarding and retaining employees. You can download it at YourNHPA.org/hiring-kit.

Furthermore, we recently launched a careers section on the NHPA Retail Marketplace that allows retailers to advertise open positions and source quality help. Visit YourNHPA.org/marketplace to find out how the platform can help your operation.

Online retailing. The argument about whether or not retailers need to be online is over. Now, independent retailers understand that having an online presence is just the table stakes to be competitive in today’s market. NHPA is committed to helping retailers understand best practices for maintaining a retail business both in store and online. We just wrapped up our first round of research to identify retail trends in this area and will be sharing those findings soon.

Also, with our Project Point series, we are committed to providing retailers with the tools they need to better harness social media. Turn to Page 80 to see this month’s installment.

Business growth. Lastly, we know that we are in an era where independent retailers are looking to grow. That’s exactly why we launched the NHPA Retail Marketplace as a resource for retailers who are looking to identify acquisition opportunities or to list their business for sale.

Keep watching your email, social media and the pages of this magazine for more ways NHPA will be helping retailers sort through these key issues this year.

Dan M. Tratensek Chief Operations Officer & Publisher

Strength MATTERS.

3M ™ High Strength Large Hole Repair

Fix it, paint it and get on with the job. Makes repairs fast with no shrinking, cracking or sagging on holes up to 5". Fiber reinforced to be two times stronger*, so it holds up to your high standards. Because your work demands our best.

built to perform

ASSOCIATION

NHPA All-Industry Conference

See the full schedule for the 2022 NHPA All-Industry Conference at YourNHPA.org/conference. NHPA NEWS

EVENTS

Your Guide to the NHPA All-Industry Conference

SEE THE CONFERENCE PREVIEW STORY ON PAGE 40

LEARN

REGISTER

Head over to nhs22.com/nhpa to register for the National Hardware Show for full access to the conference and trade show— free for retailers.

Attend industryspecific keynote presentations, seminars and panels with a focus on investing in people, products and technology.

NETWORK

Connect with members from throughout the channel, including other independent retailers, industry leaders, vendors and wholesalers.

CHECK IN

Make time to meet with the NHPA member services team to learn more about what your association has to offer and can do for you.

DISCOVER

Find new products, vendors and merchandising ideas at the National Hardware Show, co-located with the conference.

Follow NHPA on

ow NHPA on Social Media

Event Details

ct with us on social media for ncements and live event coverage related NHPA All-Industry Conference.

Connect with us on social media announcements and live event coverage related to the NHPA All-Industry Conference.

When: April 5-7

post event updates ahead of the conference, i ng award winners, featured speakers and r panelists. Event attendees at the fence and National Hardware Show can along as we provide live coverage and peeks from the conference and showfloor.

We’ll post event ahead of the including award winners, featured and retailer panelists. Event attendees at the conference can follow as we provide live coverage and sneak from the conference and showfloor.

North American Hardware and Paint Association

@Your_NHPA

North American Hardware and Paint Association

@Your_NHPA

Where: Co-located with the National Hardware Show at the Las Vegas Convention Center

Top reasons to attend: Keynote speakers, new products, networking and more

Additional co-locating events include Coverings, the tile and stone industry trade show; and the IDA Expo, the International Door Association’s trade show.

#1 sanding performance

For when endurance matters.

This is for those who refuse to quit before the job is finished.

3M™ PRO GRADE PRECISION™ Faster Sanding Sheets resist clogging and sand faster. Fold once and the NO-SLIP GRIP™ durable backing grips together to prevent slipping, so you can sand longer with less hand fatigue. Superior cut durability — from start to finish.

built to perform

Stock these 3M products for pros in your store.

TRAINING

Know Your Options

Explore NHPA’s Academy for Retail Development educational offerings at YourNHPA.org/academy.

TRAINING

New Resources for Hiring

Visit YourNHPA.org/human-resources to access NHPA’s new hiring resources.

QUALITY EMPLOYEES can be hard to find, especially in a job market where competition for workers is high. As a result, many retailers are starting to look outside of the standard recruiting avenues. Others are finding ways to add incentives to create a more desirable place to work.

Recruiting business cards. Have you ever spotted an employee working somewhere else who could be a great fit for your business? Hand them a business card and let them know you’d love to interview them for a job if they’re interested. NHPA has created templates of cards and stickers with recruiting messages for you to use. Employee incentives. Even small incentives can go a long way toward making your business a more desirable place to work. Browse the list and see what other retailers are doing to retain quality employees once they find them.

To help retailers as they recruit and hire new employees, NHPA compiled a bundle of hiring resources, including examples from what other retailers have done, best practices and marketing tools. All of these resources are available in one downloadable file at YourNHPA.org/human-resources.

Where to find quality employees. Many retailers are going beyond posting on hiring platforms to more proactive recruiting strategies. NHPA has created a list of more than a dozen places you could be looking for your next hire.

Job description templates. Part of the hiring process should be clearly defining the expectations and responsibilities of a new employee. Customize NHPA’s collection of job description templates to fit the unique needs of your company. Create one for each employee on your team.

For when Safety matters.

3M ™ Pro-Protect Electronic Hearing Protector

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

built to perform

Make the Right Connections

Connect with buyers, sellers and potential employees through NHPA’s Retail Marketplace. Visit YourNHPA.org/marketplace to get started.

To learn more about how you can get 25 percent off the

visit YourNHPA.org/marketplace or email marketplace@YourNHPA.org

IF YOU’RE LOOKING to sell or buy a home improvement business, look no further than the NHPA Retail Marketplace.

NHPA has recently expanded its Retail Marketplace to include buyer listings and employee listings. Sellers can still list their operations publicly or privately, but now interested buyers can view listings and employers can share job posts for open positions at their companies.

Enjoy 25 percent off the listing price through March 31 when you list your business for sale, post a buyer’s listing or post your open job.

a

No matter what type of outdoor structure your customers are building, Simpson Strong-Tie ® Outdoor Accents decorative hardware provides both design elegance and structural strength. Our Mission and Avant collections offer a choice of styles, from ornate and traditional to clean and simple. Both feature an innovative hex-head washer and fastener combo with the look of a bolted connection that installs as easily as driving a screw. And whichever collection your customers choose, all Outdoor Accents connectors and fasteners are rigorously tested for strength and performance — for a safe, beautiful structure that lasts. To see all of our Outdoor Accents decorative hardware and choose the style that’s right for your customers, visit go.strongtie.com/outdooraccents or call (800) 999-5099.

As Do it Best continues to introduce many innovative new programs unique to the industry, our goal will always be the same — to help you grow and achieve your dreams. A complete store design program overhaul is just one of the many examples, combining modern style, bright open floor plans, and engaging displays to create a superior customer experience. Add a wide range of products and resources with the flexibility to run your business your way, and you see why Do it Best is the first, best, and only choice to move your business forward.

Embrace what Do it Best can do for you. Join the thousands of Do it Best members who feel like they are our only member.

TRENDS TRENDS

Watch the Webinar

Learn more about kitchen and bath trends by visiting YourNHPA.org/nkba-webinar

New Normal Welcoming the

KITCHEN AND BATH FULL-YEAR INDUSTRY REVENUES are expected to reach a record $199 billion in 2022, with an anticipated growth of 19 percent for the second year in a row. Whether they are replacing a kitchen faucet or undertaking a full bath remodel, here’s what homeowners can expect when taking on kitchen and bath projects this year.

Shortages

49%

WORKER of companies say it is “somewhat” or “very” difficult to retain workers.

Sources: The National Kitchen & Bath Association: 2022 Kitchen & Bath Market Outlook, The New Normal in Kitchen and Bath Webinar, 2021 Conference of companies looking for industry and manual services workers say it’s “somewhat” or “very difficult” to find qualified workers. 80%

RETURN OF

The Pros

Rising costs will drive some homeowners to take on projects themselves, but 85 percent of remodels will include professional involvement

Designers report an average of three months of project backlog due to pent-up demand for premium upgrades, supply chain issues and a lack of skilled labor.

The 23 percent increase in relocations from big cities to midsize or small metropolitan areas brings a different customer base to retailers.

PRODUCTS

Retailer Recommendations

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

Safety Helmet

The Skullerz Class C Safety Helmet with MIPS Technology reduces the effect of angled impacts by decreasing rotational energy that can cause brain shear. The helmet’s suspension and shell design are compliant with EN 12492 side-impact testing requirements for improved all-over protection. It includes a chin strap, removable sweatband and integrated patent-pending headlamp slots on the front and rear. Skullerz safety helmets are available in white or orange.

ERGODYNE ergodyne.com or 800-225-8238

Bottle Storage

Paint Organizer

The Paint Organizer maximizes floor and storage space by safely and securely storing paint cans. It allows for easy labeling by location and eliminates the creation of rust rings on floors. The Paint Organizer accommodates pint-, quart- and gallon-sized cans and is patented and manufactured in the U.S.

THE PAINT ORGANIZER thepaintorganizer.com or sales@thepaintorganizer.com

YOUCOPIA youcopia.com or 888-973-9288

YouCopia’s UpSpace™ Water Bottle and Travel Mug Organizer adjusts to fit any size bottle and stays put on soft, non-slip feet. It snaps together—no tools required, and holds up to 20 pounds on steel wire supports.

Brushless Earth Auger

Brushless Earth

Makita’s 36V LXT® Brushless Earth Auger delivers the power of a 36cc gas-powered earth auger using two 18V LXT batteries. It drills holes up to 8 inches wide and 41 inches deep with the available extension bar. Automatic Speed Change™ technology adjusts drill speed and torque during drilling, and it includes a reverse switch to clear the earth auger bit from high-resistance soil.

MAKITA USA INC. makitatools.com or 800-462-5482

“ The Arctic Sombrero has been a great add-on item when selling tumblers. It is a great way to discreetly enjoy your favorite beverage of choice.”

—Jason Melcher, Brandon Ace Hardware

Insulated Tumbler Lid

The Arctic Sombrero implements 360 insulating to all 12-ounce canned beverages and is designed to be used in place of most 30-ounce

Waterproof Knee Pads

The versatile solution for wet and dirty jobs, ToughBuilt®’s Waterproof Knee Pads feature a pliable outer shell that protects knees on rough terrain and delicate surfaces. A flexible accordion top keeps out debris while remaining comfortable while walking.

TOUGHBUILT®

toughbuilt.com or 800-288-4695

stainless steel tumbler lids. With the Arctic Sombrero, a can sits within an ice-cooled water jacket, and the hydra port drinking channel ensures only the canned beverage can be consumed.

ARCTIC SOMBRERO arcticsombrero.com 605-740-0399

Smokeless Patio Fire Pit

Blue Sky Outdoor Living’s Square Peak Smokeless Patio Fire Pit features a patent-pending design that offers a highly efficient smokeless burn. It fits standard-length firewood or wood pellets and assembles in 10 minutes or less. It includes a removable ash catch for easy cleanup.

BLUE SKY OUTDOOR LIVING blueskyoutdoorliving.com

Insect Bite Relief

MibeTec’s Bite Away offers fast and effective relief from insect bites and stings without using chemicals.

MibeTec’s Bite Away offers fast and effective relief from insect bites and without chemicals.

Three to five seconds of targeted heat reduces swelling

insect bites. Bite is for travel and easy storage and achieves up to 300 per

Three to five seconds of targeted heat reduces swelling and removes the itch or pain associated with insect bites. Bite Away is pen-sized for travel and easy storage and achieves up to 300 applications per battery.

MIBETEC US INC.

takethebiteaway.com or 877-219-4669

For more information, call 888-345-0809 or visit amesresearch.com

NEW PRODUCTS

Bidet Toilet Seat

Kohler’s Puretide™ Quiet-Close™ Bidet Toilet Seat requires no electricity or batteries and connects to the toilet’s supply line. It features adjustable water spray position and pressure and has a self-cleaning wand. It is available to fit most round- or elongated-front toilets and is ergonomically contoured for user comfort.

KOHLER

kohler.com or 800-456-4537

PRODUCTS

See

More Products

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

Coated Impact Socket

Klein Tools’ 2-in-1 Coated Impact Socket is 20 percent lighter than traditional impact sockets. The durable blue plastic coating protects against damage from scratching and abrasion and makes it easy to spot in a crowded tool bag. It features hands-free adjustment between two of the most commonly used sizes, 3/4 inch and 9/16 inch.

KLEIN TOOLS

kleintools.com or 847-821-5500

Tripod Impulse Sprinkler

Dramm’s Tripod Impulse Sprinkler features a brass impulse sprinkler head with adjustable partial and full-circle patterns. It can water an area up to 5 feet in height and 70 feet in diameter. The retractable stake base design secures the tripod in place.

DRAMM

dramm.com or 800-258-0848

Scribe

farotools.com or 714-432-6780

•

Cross Handle Bathroom Faucet

The Isenberg SERIES 240™ is a collection of 21 coordinating plumbing fixtures for tubs, showers and sinks. The cross handle is available in concrete, wood and metal options, and the faucets feature solid brass construction, separate hot and cold handles and three-hole installation. They are available in chrome, brushed nickel, polished nickel and matte black finishes.

ISENBERG BATH CORP. isenbergfaucets.com or 888-342-2284

Pest Control Barrier

Bite Barrier from Bare Ground Solutions provides extra protection against biting and blood-sucking pests that might carry dangerous diseases. The Bite Barrier includes unisex, mid-length stockings that can be worn under shorts or pants and 4 ounces of all-natural garscentria liquid spray. The stockings prevent direct contact with your skin and provide a soothing compression when walking, hiking or working in the garden.

BARE GROUND

bareground.com or 888-800-8356

Mushroom Grow Kit

Back to the Roots Mushroom Kits allow users to grow organic mushrooms at home. The mushrooms are 100 percent organic and non-GMO, and the kits include everything needed for up to two crops of mushrooms.

BACK TO THE ROOTS

backtotheroots.com or 510-922-9758

At Mi-T-M, we pride ourselves on building mighty, damn good equipment. It’s what sets us apart from our competition. When you purchase equipment with the Mi-T-M name on it, you are buying dependable equipment that is designed, built, and tested by good people. Mighty. Damn. Good.

Roof Rake

Rugg’s Lite-Wate™ Aluminum Handle Roof Rake features a 25-inch poly blade and 17 feet of total length to remove snow from roofs safely from the ground.

RUGG

rugg.com or 800-633-8772

CleanSeal helps you avoid catastrophes like this

The first

Eliminates mold without having to scrub

Enzymes are permanently active

Won’t crack, tear, or pull away from bathtub, shower or countertop surfaces It’s easy to use Guns easily, no offensive smells Soap and water clean up

ASSOCIATION Here to Help

Learn about how the North American Hardware and Paint Association can help your business at YourNHPA.org/about COVER STORY

Lending an

Ear

NEW NHPA CHAIRMAN JAKE SMITH LISTENS TO LEAD

BY MELANIE MOUL

Taking a tour of Jared’s Ace Hardware with Jake Smith as the tour guide is a little like a small-town mayor leading a parade down Main Street.

Around every corner is another community member with a greeting or a question, and Jake is right there with a handshake and an answer. Whether it’s a local contractor coming in for the second time that day or a homeowner with a leaky pipe, Jake knows their story and takes them right to the aisle they need.

That knowledge and friendliness extends well beyond the walls of Jared’s Ace Hardware. It’s rare for Jake to be out in the community without bumping into someone he knows, whether a

regular customer or an employee on her day off who is thrilled to see him.

Bishopville, South Carolina, is home to just over 3,000 people, but the reach of Jared’s Ace extends beyond the town. Since Jake’s father, Jared M. Smith III, opened Jared’s Farm and Home Accessories in January 1953, the business has been a staple from Main Street to the surrounding rural areas.

“My father and his dad had been in the grocery business together, and they had the opportunity to buy a feed store from a cousin,” Jake says. “They spent quite a few years looking for their identity, and it morphed into a full-line hardware store over time.”

LISTENING IN

GALLERY

All Around Bishopville

Take a tour around Jared’s Ace Hardware and Crossroads Outdoors at hardwareretailing.com/jareds-ace

Jake—whose full name is Jared M. Smith IV— was born just two months after that feed store opened, so he has never known any other industry. In 1966, the building the Smiths were renting that was home to what was then known as Jared’s Hardware was sold. Fortunately, a larger building was available for sale directly across the street. The Smiths purchased the facility, and it was home to the business for the next 37 years.

“In a rural community like ours, a hardware store has to be all things to all people.”

—Jake Smith, Jared’s Ace Hardware

When the business moved into its new location, Jake’s father decided he needed an employee. So, in September 1966, when Jake was 13, he started working in the family business after school and on Saturdays; he was his parents’ only employee.

“We truly were a ‘mom and pop’ store,” he says. “Just mom and dad ran the business until I joined as a young teenager.”

And Jake’s commitment to the family business endured through college, and even when he worked at various wholesale companies afterward. Because of where he lived, the store was in his territory, so he called on the business for sales for five years.

Coming Back for Growth

In 1981, Jake returned to the business full time to take over operations. Over the last 40 years, he has led the company through additional growth,

including adding a second store called Crossroads Outdoors that specializes in outdoor recreation equipment and clothing.

The original store location was about 2,000 square feet, and when the Smiths purchased the new building in 1966, they were able to double the square footage. In the 1990s, an addition nearly doubled the salesfloor again to just over 7,200 square feet.

In 2002, there was a need to expand once again, and this time, Jake pursued a ground-up build. He purchased acreage on the edge of town, where there is still opportunity to grow, and built the Jared’s Ace that exists today: a 16,000-square-foot building with an outdoor space for bulk and bagged goods, propane pumps, a storage room and a side room that will eventually transition with the seasons.

“When I came in and essentially became the operator of this business in 1981, I was wet behind the ears, green as grass,” he says. “However, I don’t feel I’ve gotten stagnant over the years because I spent three years as the manager of a 4,000-square-foot store, then I spent 15 years as the manager of a 7,200-square-foot store, and now I’m 19 years in at a 16,000-square-foot store. There were big changes in the paradigm with each expansion, so I was able to grow as a manager along with it.”

The growth the business has seen over the last 40 years has been through a combination of community expansion and product mix differentiation to meet those residents’ needs.

Jake says Jared’s Ace wouldn’t be where it is today without the support of his wife, Marie. She taught public school for 21 years and left education in 1996 to join the business full time. Jake’s mother, who had ruled the lawn and garden area from day one, was ready to shorten her work week. She and Marie worked together in the department early on before she turned it over to Marie full time when the business moved to its current location. Marie continued to grow the area until retiring in 2018 to become her mother’s caregiver.

The store today offers more parking and more outdoor space, which allows Jared’s Ace to serve more of its rural customers than they could in the downtown location.

“We now have space to sell the things our community members need access to, like propane and concrete steps for mobile homes,” he says. “During the holidays, we have space for live Christmas tree sales, which we never had room for in our previous locations.”

Jake says offering all of these products and services in one location is something retailers in rural areas need to prioritize because of the limited options residents have otherwise.

“In a rural community like ours, a hardware store has to be all things to all people. There simply aren’t five other choices with five unique product assortments,” he says. “Residents here have to have someone they can depend on to stock all those things you can ask for.”

Jake Smith stays tuned into the inventory needs of the business and manages purchasing for Jared’s Ace Hardware He has spent the last two years diversifying his supplier base to find product.

4 RETAIL BASICS From NHPA Chairman Jake Smith

Are retail basics the same for all operators?

Jake Smith says there are certain fundamentals he thinks all retailers should take into account to run a strong business.

“As much as I like to think I run a good business, I have never assumed we’re the best. I think retailers are intuitively doing the same things we’re doing. Get out there every day, look at the core details and emphasize that in your business,” he says. “If these aren’t basics to you, give me a call.”

Don’t hold on to backstock. If you have product, put it on the floor.

Stay aware of pricing. Price-check your competitors to be sure you’re current.

Keep your store clean. Make sure your staff prioritizes cleanliness.

Prioritize people. Make sure your customers know they’re the most important people in the store.

TRAINING

Pricing Perceptions

Give your team an edge on pricing strategy with NHPA’s Basic Retail Pricing training module. Visit YourNHPA.org/membership to learn more.

The store currently stocks about 42,000 SKUs across the core hardlines categories and other niches that the community needs. Jake says the store’s vast product mix and its location on the edge of Bishopville brings in people from many surrounding areas, some as far as 10 to 15 miles away, twice a day.

“We’re in a great community, and they have certainly been good to us,” he says. “I guess it infers that we’ve been good to the community because they are loyal to us. Being a good neighbor is a basic of being in independent home improvement retail.”

Despite the business’s reach, when it comes to expanding his customer base and knowing where people are shopping, Jake says identifying his competition can be challenging.

“I wish our competition were like a dart board, and I could know I’m hitting it,” he says. “In reality, it’s more like you’ve given me three darts and put six dart boards around the room and told me I’m supposed to hit my target.”

Bishopville is in the center of four towns, all of which have their own hardware stores, Jake says. What those towns have that Bishopville doesn’t is the challenge.

“Those towns also have department stores, clothing stores and hospitals, so many of my customers by necessity have to drive outside Jared’s Ace Hardware staffers each have a dedicated aisle that they are responsible for stocking when trucks deliver orders

WHAT’S IN SEASON

Seasonal products are rotated into this area at the front of Jared’s Ace Hardware

“If we let folks see we are their neighbor, they’re going to stick with us, and we’ll gain market share against the big boxes.”

—Jake Smith, Jared’s Ace Hardware

Bishopville for those products and services,” Jake says. “Our marketing effort is about getting people to bring their list to us before they go out of town for the rest of their needs.”

Jake uses the marketing programs offered by his co-op to keep the store top of mind in the community.

“We are going to more digital advertising, and thankfully, the mix of advertising options Ace Hardware offers has worked for us,” he says.

Jake says there is also an opportunity to attract new residents who flocked to rural areas at the start of the pandemic. It’s an opportunity other retailers shouldn’t ignore in their own communities, he says.

“Over the last two years, the pandemic has people thinking, ‘Maybe I shouldn’t be shopping where there are 500 other people there at the same time,’” he says. “How we treat those people when they

come into our stores is going to decide a lot of what happens over the next five years. If we let folks see we are their neighbor, they’re going to stick with us, and we’ll gain market share against the big boxes.”

With the growth the industry has seen since 2020, Jake says he budgeted flat for 2022 over 2021, but that would still represent astronomical growth from where they were just three years ago.

“We’ve had two years of way beyond what the industry normally sees as market share came back to us from big boxes,” he says. “We’re 27 percent larger than we were in 2019, and that could be the chunk we’re going to get. I’d like to say we could grow another 5 to 10 percent, but I would be happy with flat.”

Moving Targets

Despite the store’s sales growth, the business hasn’t been immune to the issues facing retailers today, including supply chain disruptions and labor shortages. Operations that aren’t committed to new sourcing strategies and creating an attractive workplace culture will not endure, Jake says.

Jake’s management team has changed its strategy to ensure they have an engaged, capable staff in place. Jared’s Ace Hardware general manager April Rembert is in charge of hiring, and Jake says she’s changed her practices to help them maintain operations.

“Previously, if we had one opening, we might interview three people for it and offer it to one. Now as a general rule, we rarely have just one opening, we usually have two or three. We now do several interviews, and if there are five people who might do a good job, we might hire all five,” he says. “We know things might change. All five might not stick it out, or we might hire for three openings, and we’ll have four or five openings by the time they start.”

Jake says another part of the hiring strategy retailers should focus on is how their business is viewed in their community as a place of employment.

“We’ve had to learn how to do a better job presenting our business to potential employees and communicating to them what it’s going to be like on their first day and how they will contribute to the overall team,” Jake says. “Our management team has also overall become more flexible. They are dedicated to doing their jobs, but they also know that the job they are doing

OUTDOOR EXPLORATIONS

Crossroads Outdoors is the specialty sporting goods store Jake Smith operates in the same location where the original Jared’s Hardware store was based.

today is not necessarily the same job they had two months ago.”

While Jake’s management team handles hiring and personnel, he manages purchasing for the operation.

“I like doing purchasing because it keeps my finger on the pulse of the business, and allows me to see exactly what is being sold,” he says.

Over the last two years, Jake’s strategy has been simple: diversify your suppliers.

“Supply chain has been a moving target. We don’t know where we’re going from here,” he says. “We have been more diligent about asking about replacement items and being willing to try multiple brands. It’s crucial that you’re asking the right questions.”

Another key issue that is top of mind for Jake is succession planning. He says he has a plan in place for the future of Jared’s Ace Hardware, but he’s not sure how many of his peers have made the same investment.

INDUSTRY EVENTS

Bringing the Industry Together

If you’re looking for an opportunity to connect with other retailers, the NHPA All-Industry Conference kicks off April 5-7 in Las Vegas. Learn more at YourNHPA.org/conference.

“There are still places that I go with my peers where at almost 69 years old, I’m still one of the younger ones. I’m not at all worried about where we’re going here at Jared’s Ace,” he says. “But not every retailer has plans.”

Acquisition in the industry is at an all-time high, and Jake says retailers who want their stores to stay around but haven’t executed a succession plan could become part of bigger chains, but they need to be sure they have strong operations first.

“I think over the next several years, mom-andpop stores are going to become multistore chains,” he says. “I think the good ones are going to have somebody who wants to add them to their group.”

Association Insights

With over 40 years of experience leading his family business, Jake is more than prepared to lead NHPA as its chairman, bringing awareness to the association to work toward its mission of helping all independent home improvement retailers become better, more profitable operators. Jake says he had always had a lot of interest in NHPA, but when he was invited to join the board of directors in 2015, he thought there wasn’t as much awareness of the association as there is today. Through his tenure as chairman, Jake says he will be passionate about furthering NHPA’s reach in the industry and encouraging retailers to engage with each other through the association. He says forging relationships with peers, regardless of wholesale affiliation, is a critical need in the industry, especially in challenging times.

“You won’t find a bigger advocate than me for what NHPA does for the retail hardware and paint industry,” he says. “As chairman, I want to ensure every independent hardware and paint retailer knows that they are welcome to call NHPA at any time for the betterment of their businesses. Whether you’re looking for help on tough decisions or just a wealth of advice, NHPA is there for you.”

Identifying and leading peers through key industry challenges is the primary tenet of the association’s mission, and that leadership has never been more critical than in recent years. As he considers what it means to lead the association this year, Jake is focused on tuning in and listening up, the same strategy that has likely earned him his reputation in Bishopville.

“To me, it’s a natural next step to get involved and do what I can to share whatever expertise I have that is worthwhile to others. I want to be a part of making the industry as a whole better,” he says. “Listening is a secret to success, so if I have any influence at all here, I want to be sure the organization continues to listen to retailers and offer the guidance it has provided this great industry for over 120 years.”

INDUSTRY EVENTS

EVENTS

NHPA All-Industry Conference

See the full schedule of events for the 2022 NHPA All-Industry Conference at YourNHPA.org/conference

Investing in People, Products and Technology

ATTEND THE NHPA ALL-INDUSTRY CONFERENCE

APRIL 5-7 IN LAS VEGAS

The 2022 NHPA All-Industry Conference is live in Las Vegas April 5-7 at the Las Vegas Convention Center. This year’s conference theme, “Investing in People, Products and Technology,” will drive the educational presentations, retailer panel discussions and networking opportunities.

Conference speakers include successful retailers, home improvement industry leaders and experts who will discuss the topics and innovations affecting retailers today. On the following pages, meet this year’s keynote speakers and hear from a member of the NHPA board of directors about what you can expect at the conference.

EVENTS

Employees First: Disrupting Assumptions for More Loyal Customers and Stronger Sales

Attend Kevin Hancock’s keynote presentation, “Employees First: Disrupting Assumptions for More Loyal Customers and Stronger Sales,” on Tuesday, April 5 at 3 p.m.

Kevin Hancock INTRODUCING

INSIGHTS FROM AN NHPA ALL-INDUSTRY CONFERENCE SPEAKER

Kevin Hancock is the CEO of Hancock Lumber, a 174-year-old lumber company with a sawmill division, a network of retail lumberyards, home design showrooms and a truss manufacturing facility, all in Maine and New Hampshire. The business has earned the “Best Places to Work in Maine” award eight times, and it was also recognized as the Maine Family Business of the Year and received the Governor’s Award for Business Excellence. In addition to leading his family’s business through the sixth generation, Hancock is a public speaker and an award-winning author.

KEYNOTE

Employees First: Disrupting Assumptions for More Loyal Customers and Stronger Sales PRESENTATION

Hancock Lumber president and CEO Kevin Hancock revisits and reclassifies several long-standing assumptions about business and discusses the social and economic benefits of creating an employeecentric company. The first mission of work should be enhancing the lives of the people who do it. Hancock explains how starting the flywheel of corporate success with the employee experience creates enhanced results for customers, communities and corporations.

Q&A

What do you look forward to the most at the NHPA All-Industry Conference and National Hardware Show?

I enjoy hearing how other dealers are thinking about and handling the same challenges we’re working on within our own company. There are so many trends within the industry that affect all of us. I’m always coming back with either confidence in what we are doing or a fresh perspective on how we might do something differently.

If a retailer wasn’t planning on attending, what would you say to change their mind? They have to change their own mind, but that makes me think of activity that is important but not urgent. It’s always easier to stay at the store. But as leaders of our companies, we’ve got to think about the core components of our role—to lead and be leaders within our industry. We need to get out and experience the industry on a national level. Our companies depend on

us to keep up with the best practices, most progressive thinking and newest products within the industry.

What one business book would you recommend to others?

My favorite is “Built to Last: Successful Habits of Visionary Companies” by Jim Collins and Jerry I. Porras. It’s about endurance and the characteristics of companies that endure the test of time. The book looks at hundreds of multigenerational companies across decades and identifies the common characteristics of organizations that are able to be successful over multiple generations.

If you weren’t working in this industry, what would you do?

I probably would have been a teacher or a coach. That’s originally what I set out to do when I graduated from college, and without the family business, that’s the track I would have stayed on.

JUST ANNOUNCED

Check Out These Can’t-Miss Presentations

and Panels

AWARD WINNERS

NHPA Top Guns Awards

Elliot Greenberg, JC Licht

Pat Sullivan, Sullivan’s Hardware

Stacy Bivona, Builders

TUESDAY, APRIL 5 AT 2 P.M.

EVENTS National Hardware Show

Learn more about the National Hardware Show, co-located with the 2022 NHPA All-Industry Conference, on Page 44

AN INSIDER’S PERSPECTIVE

Hear from Retailer and NHPA Board Member

Jackie Sacks

NHPA PRESENTATIONS

Creating Innovative ProblemSolvers in Your Business

Kim Peffley, NHPA

TUESDAY, APRIL 5 AT 1 P.M.

The Hiring Strategies You Need to Try

Melanie Moul, NHPA

WEDNESDAY, APRIL 6 AT 9 A.M.

PANELS

Keep Your Pro Promises

TUESDAY, APRIL 5 AT 4 P.M.

How Retailers Are Taking on Tech

WEDNESDAY, APRIL 6 AT 11 A.M.

Creating the Ultimate Customer Experience

WEDNESDAY, APRIL 6 AT 1 P.M.

Insights From Young Retailers

WEDNESDAY, APRIL 6 AT 3 P.M.

Jackie Sacks of Round Top Mercantile Co. in Round Top, Texas, is a recent addition to NHPA’s board of directors. Continue reading to learn about her experience at the NHPA All-Industry Conference and what brings her back year after year.

What is one of your most memorable NHPA All-Industry Conference moments?

The year I was honored as a Young Retailer of the Year. It was my first time attending the conference, and I left in complete awe. I had no idea what to expect, and it was in that moment I realized what a great organization NHPA is. It opened up opportunities to attend future events throughout the years. I have sat on a few discussion panels and been invited to contribute to articles and projects ever since. It has helped to create professional relationships that are priceless.

What do you look forward to the most at the NHPA All-Industry Conference and National Hardware Show?

The prize of the knowledge I’ll return back to the store with. Whether it’s finding that new product that fits exactly what we need to freshen up our inventory or a lesson learned from a fellow retailer that I can put in place to streamline a process. Also, I enjoy the Young Retailer of the Year event. As a 2017 Young Retailer of the Year honoree, it brings a smile to my face to see and visit with the newest members of a very special group. It also offers a chance to visit with fellow alumni and catch up. I have

been very fortunate to keep in touch with a few of my fellow classmates, which has been beneficial both personally and professionally.

What keeps you coming back each year?

I have always had a great connection with the entire NHPA crew, so the conference also allows me to catch up with them. I enjoy seeing the speakers and panels to get a feel for the current situations and a reassurance that I am not the only one experiencing issues or seeing unique trends within our customer base or industry.

I enjoy getting to see the new items and visiting with new vendors at the National Hardware Show. I am always looking for the latest and greatest products to add to our business. Getting a first peek at items is helpful, especially when I have a customer inquiring about a product they saw or read about. And who doesn’t like an excuse to take a few days off and travel?

Would you like to share anything about your experience so far as an NHPA board member?

I feel I am still a junior member of the board, but I have thoroughly enjoyed serving thus far and appreciate the opportunity.

I was fortunate to know most of the current members of the board of directors through prior engagements with the association. The bond we share helps us to assist with the growth and outreach of our organization.

What one business book would you recommend to others?

I can’t say I have a go-to book, but I do recommend keeping some type of journal or notebook.

There are times I see an interesting product and jot it down because if I don’t, the odds of me neglecting it later are high. Also, my greatest ideas seem to come at the most peculiar times, so I have learned to write them down.

EVENTS

Industry Fundamentals and Customer Behaviors Impacting Home Improvement

Attend Grant Farnsworth’s keynote presentation, “Industry Fundamentals and Customer Behaviors Impacting Home Improvement,” on Wednesday, April 6 at 10 a.m.

Grant Farnsworth INTRODUCING

INSIGHTS FROM AN NHPA ALL-INDUSTRY CONFERENCE SPEAKER

Grant Farnsworth is president of The Farnsworth Group, a research organization that conducts customized research for the building products, home improvement and lawn and ranch industries by providing strategic insights that help companies better understand their customer, product, brand and overall market. For over 15 years, Farnsworth has consulted on qualitative and quantitative research for a variety of manufacturers, retailers and associations ranging from Fortune 100 firms to startups. He continues to gain industry knowledge through efforts with organizations like Harvard’s Joint Center for Housing and the Home Improvement Research Institute.

KEYNOTE

Industry Fundamentals and Customer Behaviors Impacting Home Improvement PRESENTATION

Featuring recent research from The Farnsworth Group, this presentation will highlight key supply and demand factors impacting the future of home improvement. Although fundamentals are key to understanding where we’ve been and where we’re headed, it’s also important to understand changing customer behaviors that are impacting manufacturers and retailers. Research presented will include actionable data on contractor and DIY brand preferences, how shoppers use technology before buying and online and in-store shopping activities.

Q&A

In your opinion, what is the value of a trade event like the NHPA All-Industry Conference and the National Hardware Show?

First off, relationship development and management. It’s important to see the contractors and customers that we serve. These events allow us to still maintain some sort of face-to-face interaction, even in this new world, with people who are integral to our businesses.

Something I also personally enjoy is the observation piece. What’s the mood, vibe and traffic? What are we seeing? I think that engagement with the industry gives you a sense of the state of the industry at that moment.

If a retailer wasn’t planning on attending, what would you say to change their mind?

It’s an affordable and efficient way to connect with your industry and the people who drive growth—be it the customer, manufacturer or supplier. You’ve got the whole ecosystem in one location, which doesn’t always happen.

What one business book would you recommend to others?

I like “Blue Ocean Strategy” by W. Chan Kim and Renée Mauborgne. The idea that you find something that differentiates you—that you go for something niche and become the best at it. Our whole firm is all about the niche. We don’t venture outside of building products, home improvement and lawn and garden. This is it, and it has been for over three decades. There are a lot of research companies, but very few have the focus that we do and 250 collective years of experience behind it. I feel very fortunate to work alongside my colleagues at The Farnsworth Group with the clients we do.

If you weren’t working in this industry, what would you do?

When I was a kid, I thought a marine biologist would be the coolest thing. That or a landscape architect. Oddly enough, both are outdoors all the time, and I do market research inside.

OVERHEARD AT NHS

Our

Show. Their success. Hear from NHS attendees.

The National Hardware Show attracts thousands of attendees eager to network, learn and be inspired by the leaders and innovators who are reimagining the Hardware and Home Improvement industry.

Wondering what it's like to experience NHS? Hear all about it from the 2021 attendees who have joined us.

Paul McNally Director of Merchandising Distribution America

“Having attended the National Hardware Show for three decades, I can safely say that this is the Show that keeps me coming back for more.”

Mike Sierzant VP of Account Managment Firefly Buys

“When it comes to connecting with new people and discovering the latest trends in Hardware and Home Improvement, NHS is an event that cannot be missed."

Greg Stine

Orgill Executive VP, Marketing & Communications Orgill Wholesale Distribution

“The Orgill team enjoyed being back together in-person with the industry at the 2021 National Hardware Show in Las Vegas. This event plays an important role for the independent hardware channel and we're looking forward to participating in an even stronger event in April, 2022

Andrew Meyer Business Development Manager, H-I-S Paint

“H-I-S Paint attended our first ever National Hardware Show in Las Vegas in 2021. We were the largest paint manufacturing company that attended and left with 100% of the potential customers that we had set out to meet! Thank you!”

Jim Williams VP of Merchandising, Arett Sales

“NHS 2021 was highly productive for Arett. While it was smaller than a typical Show due to the exceptional circumstances, we quickly identified new quality vendor prospects for consideration for 2022-2023 and are already looking forward to bringing additional buyers to attend NHS this April.”

Explore vendors of all kinds and experience products hands-on! Dive into our on-stage demos to inspire your own in-store events.

Discover new products, make new connections and enjoy live demonstrations, contests, awards and refreshments in the open air

Connect with industry professionals at the NHS Welcome Party powered by Traeger and take part in the exciting Annual NHPA Retailer Choice and NHS Awards events.

Be the first to enjoy the LANCASTER Paint Experience!

Experience the LANCASTER

Paint & Demo Pavilion

Lancaster, the premier paint sundry distributor of North America, is honored to partner with the National Hardware Show to bring you a new experience for this year’s event, The Lancaster Demo & Deals Pavilion. The Lancaster team will be located next to the Beer Garden, outside of the Las Vegas Convention Center’s West Hall, under the “Big Top”.

Join us at the pavilion where representatives from the biggest brands in the paint industry will host ongoing demonstrations of their wares in action. From wood graining doors to creating the perfect patina finish, stripping cabinets and more, Lancaster invites you to enjoy this hands-on experience.

After the demos come the deals. Not only will you see products put to work, you will then be able to purchase them with healthy savings and extended payment terms… exclusively available to Show attendees.

We look forward to seeing you at the National Hardware Show’s Lancaster Demo & Deals Pavilion this April!

NATIONAL HARDWARE SHOW

with Dan Tratensek TEAM TALK

Chief Operating Officer and Publisher, NHPA

How long have you been a part of the National Hardware Show family?

I have been with the NHPA for 25 years and have attended every edition of NHS since joining the association. I started as an Editor working on our magazine, Hardware Retailing, and would attend the show to scour the floor for new products or provide coverage about new product releases or speakers. These days I’ve traded in writing and instead, you can find me networking at the show and catching up with other industry members.

What are you most excited about for the 2021 Show?

I am excited that we have our show back after what has been a trying 18-months for the industry. While sales have been strong they have come at a high cost and the Show represents a welcome return to normalcy and an opportunity for all of us to gather together, share our experiences and understand the direction we are headed in. I’m also looking forward to catching up with industry friends and partners to take a closer look at the shift in consumers’ needs and see how our industry can rise to better serve them.

Favorite spots in Las Vegas?

Having been to Vegas many times in the past, I definitely have my favorite spots. I’ll share two that I love: Mon Ami Gabi Steakhouse at the Paris Hotel is a fun place that truly evokes that bistro vibe. If it’s old-school Vegas you’re after, you can’t beat Hugo’s Cellar in the basement of the Four Queens casino off of Fremont Street.

Any presentations you’re particularly excited about at this year’s NHPA All-Industry conference?

Not to be too much of a “homer” but one of my favorite events that we host every year is our Retailers’ Choice Awards. This is where we assemble a panel of independent retailers and ask them to shop the show floor and find innovative products that they want to bring into their stores. I just love to see all the items they find; it gets to the heart of what the show is about - connecting manufacturers and sellers to bring innovative products to the market.

Care to share your best home improvement tip?

One that never seems to fail me is using a rubber band to remove a stripped screw. Simply place a rubber band between your screwdriver and the screw head and you should be able to remove most stripped-out screws.

More Team Talks

Behind HABITAT 2022 5

Don't miss the next edition of HABITAT at NHS, the ultimate showcase for big ideas, ingenuity and innovation.

From smart beds to sleep tracking, could the future of wellness be as simple as a good night’s rest?

Can post-pandemic lifestyle adjustments bring us closer to nature?

Amid a climate of uncertainty, how can we empower consumers to embrace preparedness?

From beginner DIYer to home improvement connoisseur, what are the must-have tools for the toolbox of tomorrow?

Can new water conservation tools help homeowners combat climate change and safeguard future resources?

These are just some of the questions that industry leaders are asking as they rethink traditional Hardware and Home Improvement offerings amidst a major societal shift in the aftermath of the pandemic. These big questions, ideas and solutions are our main themes for HABITAT at NHS 2022.

This year HABITAT has highlighted five key areas that will impact the evolution of hardware and home improvement businesses for 2022 and beyond. These themes are the driving forces we will explore as we provide an outlook on the future and how our industry can rise to meet the changes in our world.

1. REST ASSURED

Natural sleep aids and products that support soothing bedtime routines are must haves for anxious consumers seeking a good night's sleep. A 2019 survey found that 80% of global adults wanted to improve their sleep. A US survey in March last year reported that 48% of participants said feeling anxious was the main reason behind sleep issues during the coronavirus pandemic. The overall sleep economy is estimated to be worth $40bn, up 8% YoY and expected to reach $109bn by 2023. From responsive lighting and sleep sound devices to CBD-infused bedding and wearable tech, innovative solutions focused on getting much-needed shuteye will become new bedside staples.

2. ONE FOR ALL

Nature has emerged as the great unifier and healer in a period of upheaval, and HABITAT 2022 explores our symbiotic relationship with it. Our environment is now seen as something we urgently need to preserve through the use of sustainable and regenerative processes. Earthy textures, local and low-impact production, and ancient wisdom and rituals will inspire new lifestyle developments, as will science and technology. HABITAT believes that this focus on biophilic advancements and immersive experiences will bring us up close and personal with the wilderness.

3. READY STEADY

The pandemic, global unrest and economic uncertainty are keeping safety and security (both physical and mental) top of mind. Institutions, businesses and consumers will focus on protection, mitigating risk and creating safe spaces.

The past two years have proved to be a crash course in uncertainty and learning to expect the unexpected. Gearing up for every eventuality has become a new norm and is driving attention to products and features that ensure safety and protection. Consumers will seek to be prepared for whatever comes their way by creating disaster-ready homes or investing in extreme survival kits, sales of which were already spiking before the outbreak and are projected to grow 3.2% by 2023.

4. THE ESSENTIALS EDIT

Millennials are keen to take on DIY projects, not only out of financial necessity, but as a way to express their personal style.

Home-based activities were already topping young consumers' favourite pastimes before the outbreak, and the newfound DIY economy continues to gain momentum.

Everyday tool boxes equipped with style-forward essentials for homeowners to pursue home improvement projects on their own remain a must-have for the 2020s as consumers feel more and more empowered to upgrade their homes themselves.

5. H2FLOW

“When the well is dry, we know the worth of water” -Benjamin

Franklin

Water - both it’s lack and over-abundance - has been top of mind for individuals and societies as climate change brings us ongoing drought, forest fires and floods. Although home water use accounts for a small percentage of total water consumption, new consumer tools for saving water are constantly being introduced. From low-flow toilets to rainwater collection to efficient irrigation systems, innovations in water management are in high demand.

GET IN TOUCH

If you are interested in sharing your project with us for HABITAT online or for our curated installation at NHS this fall, please contact us at pam@pambristow.com

RETAILER PROFILE

Pages of History

Learn about the other oldest home improvement stores in the U.S. at hardwareretailing.com/oldest-stores

A Piece of

History

HERRICK HARDWARE HAS BEEN A COMMUNITY FIXTURE FOR OVER 150 YEARS

BY LINDSEY THOMPSON

When Henry Foster Herrick took a job as an assistant for Mr. C. Parsons at his general store in the mid-1860s, the village of Southampton, New York, was a quiet shore community made up mostly of farmers and whalers.

In 1869, Herrick purchased the general store, changing the name to Herrick Hardware and serving area residents with dry goods, farming supplies and hardware. Several years later, Herrick would become postmaster and the store would share a building with the post office for many years.

While a stroll down Main Street looks a lot different today than it did 150 years ago, Herrick Hardware still stands in the center of town, woven into the landscape and history of the village. As times have changed, the store has remained an integral part of the community, while adapting its offerings to best serve its customers.

MAINSTAY OF MAIN STREET

Herrick Hardware has been serving the residents of Southampton, New York, for over 150 years with housewares and home improvement products.

OUTREACH

Share Your Story

Every independent retailer has a unique story. Contact us at editorial@YourNHPA.org to share yours!

“We want to sell and continue to be in business for a long time, but we’re not trying to oversell. Our main goal is customer happiness and satisfaction.”

—Stefanel Grigoras, Herrick Hardware

The business is now owned by Herrick’s greatgranddaughter Deborah Hare and her husband Noel, who are the fourth generation of the family to own and operate the store. They purchased the store from Deborah’s father, Sam Herrick, in 1972. Noel had just graduated from Harvard University, and the couple had spent a year traveling the West Coast when they decided to return to Southampton and take over the business from Sam.

Changing With the Times

When the Hares took over the store, they immediately invested in technology upgrades, purchasing a computer for the store and adding an inventory barcode system. They have been making technology and service improvements to the business ever since.

Manager Stefanel Grigoras, who has been with the operation for 12 years, says

throughout all the changes, the store has still retained its original charm and some of the historical aspects have endured.

“As the times changed, so did the business. We shifted our focus from farmers and farming lifestyles to homeowners, vacationers and second-home owners,” Grigoras says.

Herrick Hardware is known for its housewares and outdoor living, but serves the community as a one-stop shop for everything they need to take care of their

homes, including cleaning supplies, home improvement products and hardware.

“We pride ourselves on being a store with everything a homeowner would need to take care of a garden, create an outdoor oasis, clean and organize their homes and more,” Grigoras says.

Southampton has long been a getaway for city-dwellers from New York City, and Grigoras says the store saw more customers shopping for their second homes in the area as they retreated from the city during the pandemic.

Herrick Hardware has moved to sell more environmentally friendly goods and has incorporated technology to better serve customers. Grigoras says he has partnered with his wholesaler to offer free delivery and buy online, pickup in store services. The store also accepts contactless payments through Apple Pay, Samsung Pay and Google Pay, and Grigoras is working on adding more e-commerce capabilities to the website.

Trends of Yesterday

While the store has focused on updating its inventory and catering to new customers over the last century and a half, there is one unexpected product people keep coming back for: peanuts.

“While the inventory has changed and farm seeds are no longer a hot product, one managed to resist the changing trends—peanuts. We have a lot of customers still come in to buy our peanuts.”

AISLES OF HISTORY

Herrick Hardware owner Noel Hare (left) and manager Stefanel Grigoras strive to retain the store’s historic charm while still offering modern products and services to customers, including e-commerce and contactless payments.

“Every employee in the store uses their personal phone to look up products and place online orders for customers,” he says. “We can take care of a customer without them even having to go to a register. It’s another part of the transition to provide more modern offerings to our customers.”

Customer-First Focus

No matter what technology the store adds, the ultimate goal is taking care of the customer, Grigoras says. The store’s nine employees are key to providing the extra level of customer service that Herrick Hardware is known for.

“Our success is based on the knowledge and guidance of our employees,” he says. “That knowledge and service is what sets us apart from the big-box stores and Amazon.”

Grigoras has coached employees to not just help a customer find a product and then send them on their way. They ask the customer questions about the project they are working on, so the employee can be sure they

are recommending the right products and educating the customer in the process.

“We are a retail business, and so we want to sell and continue to be in business for a long time, but we’re not trying to oversell,” Grigoras says. “Our main goal is customer happiness and satisfaction.”

A pandemic, supply chain issues and labor shortages over the last two years didn’t stop Herrick Hardware from being there for its customers. Grigoras says during that time, people fled New York City for Southampton, and business nearly tripled.

“It was chaos. We didn’t have extra inventory, we weren’t fully staffed and it hit us hard. But within a month, we were able to get on top of it and provide our customers with the products and service they needed,” he says. “Moving forward, I want to be better prepared so I can help our customers and our village even better.”

THROUGH THE YEARS

“We want to honor our history as a hardware store and continually look to serve new customers with their home improvement needs.”

—Stefanel Grigoras, Herrick Hardware

Looking to the Future

As the Hares and Grigoras plan for what is next for Herrick Hardware, the future is bright. Building on the storied past of the company, Grigoras wants to create an even more customer-friendly experience

by reorganizing the store, continuing to train employees to offer high levels of customer service and maintaining services like delivery, assembly and e-commerce options.

“I also want to make customers more aware of our pricing compared to our competitors so they can see that we can often meet or beat those prices,” he says.

Grigoras also wants to dive into high-end and exclusive product lines and offer products that customers can only find at Herrick Hardware.

“I want our store to be a place where you feel comfortable coming in wearing your work boots or your high-end fashion,” he says. “We want to honor our history as a hardware store and continually look to serve new customers with their home improvement needs.”

OPERATIONS

Talking Tech

Discover additional ways to use QR codes in your operation at hardwareretailing.com/qr-codes

TEACHING THROUGH TECH

QR code how-to videos to displays throughout the store.

Displays That Work

Teach employees how to create effective displays and merchandising that connect with customers. Learn more at YourNHPA.org/merchandising

Using QR Codes to Provide Next-Level Customer Service Connect With Tech

BY LINDSEY THOMPSON

From gaining access to a concert venue to reading a restaurant or bar menu, quick response codes, more commonly known as QR codes, have made it easier for consumers to make purchases, look for information and connect with brands they love. While QR code technology has been around for over 10 years, it has seen a dramatic increase in usage by businesses and consumers in recent years. According to a survey by technology company Blue Bite, the reach of QR codes grew 96 percent from 2018 to 2020. The number of QR code interactions increased by 94 percent during that same time period.

The increase in usage can be attributed to more people owning smartphones with the ability to read QR codes without downloading a separate app. An increase in the desire for safer contactless commerce options during the pandemic also fueled the jump in people using QR codes.

For Geoff Saunders, QR codes have helped him solve an issue many retailers are currently facing—not enough workers to serve customers. Saunders’ career in home improvement started in 1997, and he has managed Van Well Building Supply in Dallas, Oregon, since late 2018.

BEHIND THE SCENES

“The videos keep the customer in the store longer and give them a better chance of receiving the service they need.”

—Geoff Saunders, Van Well Building Supply

In 2021, Saunders participated in the Retail Management Certification Program (RMCP) from the North American Hardware and Paint Association (NHPA). RMCP is a college-level program featuring industry-specific business courses and a business improvement project tailored to each participant’s operation. For his project, Saunders decided to pursue using QR code technology to more effectively reach customers and provide better customer service at Van Well and the company’s other locations, which operate under the name Gold Beach Lumber.

Birth of an Idea

For home improvement stores, the first of the year typically means fortifying your workforce in preparation for the busy spring and summer months.

Van Well Building Supply also ramps up its staff in the first quarter, but in 2020, the management team decided against any additional hiring because they thought the economy would take a downturn.

Saunders says the team also decided against hiring because it can be a long process as the company works diligently to get the right people in the right jobs. Gold Beach Lumber has a technical hiring program—candidates take a predictive index assessment and cognitive evaluation, among other requirements, so hiring can be a cumbersome process even in a balanced job market.

“We were getting overrun with business and just didn’t have the time to hire,” Saunders says. “And with the unemployment benefits available after the lockdown, people weren’t exactly lining up for jobs.”

While the company had trouble hiring, it did not have trouble getting customers in the door. Dallas is a bedroom community for Salem, Oregon. Before COVID19 hit, Dallas residents would do their shopping at the big-box stores in Salem, Saunders says.

“During the pandemic, we had a ton of new people coming in, many who didn’t even know we existed,” he says. “They had surplus income and were wanting to take on projects to update their homes, making them better places to live since they had to hunker down and stay home. Consumers were spending more money, and we got hit with lots of extra business.”

Geoff Saunders created a list of over 40 topics he would eventually like to cover with a QR code video. Here’s a look at some of the topic ideas to get you started on creating your own QR code videos.

Guide to QR Code Videos

Download our step-by-step guide for creating your own QR code videos at YourNHPA.org/QR-code-guide

On one particularly busy Saturday, Saunders says he and six other employees helped 700 customers during the store’s opening hours.

“We had never been that slammed before. I have excellent employees, and they were doing the best they could, but we still struggled to help everyone,” he says. “As I was watching a line of customers waiting for help, I thought to myself, ‘I wish I could clone my employees.’”

That’s when the idea for using QR codes in the store was born.

“I thought it would be great if we could refer customers to a QR code they could scan with their phone to get a brief tutorial on whatever project they’re working on,” Saunders says. “The QR code could keep them in the store until an employee could get to them, or best-case scenario, it provides all the information they need.”

Saunders credits RMCP for the opportunity and resources to make his vision a possibility.

“I presented three different ideas to my regional manager and our company owner, and the QR codes were the concept they liked the best,” Saunders says. “RMCP helped me hone that idea and make it feasible for our company.”

From Concept to Reality

As Saunders explored the best way to make his idea a reality, he started looking on YouTube for videos about different home improvement projects. He didn’t find any he loved, so he went to his associates to film the videos, which also gives the videos a personal touch.

E-Commerce Insights

See how retailers’ views on retail technology and e-commerce have changed in the last two years at hardwareretailing.com/retail-technology

“As I was watching a line of customers waiting for help, I thought to myself, ‘I wish I could clone my employees.’”

—Geoff Saunders, Van Well Building Supply

The staff has experience putting together videos and had previously created Facebook commercials. He also has several younger employers who create videos for the social media platform TikTok.

“I just tell them what subjects I want to tackle, and they go for it,” Saunders says. “When I saw how easy it was, it was kind of a no-brainer. I have two associates make one video, and when you do the math, a 2-minute video costs 68 cents in wages, plus some time editing. We have fun with them.”

For his RMCP project, Saunders presented a video on chemical fertilizers and has plans for employees to create videos on topics like irrigation, installing toilets and paint.

Once the videos are filmed and edited, Saunders will upload the videos to the store’s YouTube channel and generate a QR code with a free online code generator. He will print out the QR code with the video’s URL embedded in it and attach it to a shelf hanging tag. The company is working with its wholesaler on a shelf talker that is durable and suited to this type of signage.

Saunders plans on placing the QR codes in locations throughout the store where projects require more detailed information, including departments like plumbing, electrical and irrigation. The QR codes act as a “not-so-silent” salesperson, potentially increasing the average ticket and improving gross margins.

“When a customer scans the QR code in those departments, we can get a head start on providing the resources that customer needs without having an employee physically present,” Saunders says. “The information the videos provide allow the customer to make an informed decision on the products they need to complete the project. Plus, the videos keep the customer in the store longer and give them a better chance of receiving the service they need.”

When a customer is able to find the information they need from the QR code, it frees up the employees to help more customers.

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Next-Level Learning

The Retail Management Certifi cation Program (RMCP) is a college-level program designed to teach key employees, future owners and retailers effective business practices for owning and operating a home improvement operation. Sessions are taught by successful retailers, university professors and industry experts.

Participants learn new skills to manage and drive their business to higher levels of performance and gain skills needed to innovate and lead positive change. The program also includes a business improvement project, challenging each student embark on a project tailored to their business.

“RMCP was one of the most in-depth training programs I’ve done. The training helped me understand how I lead, taught me how to translate my visions to my people and communicate better with them and allowed me to become a better listener,” says Geoff Saunders, manager at Van Well Building Supply.

The deadline to apply for the 2022 class is June 1. Learn more at YourNHPA.org/RMCP

Dynamic Displays

Discover the nine smart display trends that retailers can implement in 2022 to better serve customers at hardwareretailing.com/smart-display-trends

“I think this project is just the beginning of how this technology can help our company.”

—Geoff Saunders, Van Well Building Supply

What’s Next

Starting with a list of 40 topics, Saunders has charged certain associates to work on specific projects they have particular knowledge in and plans to launch 20 videos in April 2022.

He’ll create a catalog of videos each Gold Beach store can use, and each store can also come up with their own topics and record their own videos.

“I’m trying to pave the way and get the program launched in my store so it can then be used across the company,” Saunders says.

Saunders started a YouTube channel for the company to host the videos and track analytics. He’s also continually looking for new ways to add more production value. He has also signed up for a Vimeo account to be able to edit the videos and wants to purchase wireless microphones to help cut out background noise.

“I would love to add layers to this eventually, such as including information on where products mentioned in the video are located in the store,” Saunders says. “I think this project is just the beginning of how this technology can help our company.”

What spoga+gafa When June 19-21, 2022

Where Koelnmesse, Cologne, Germany

Learn more at spogagafa.com

Digging In

WORLD’S LARGEST GARDEN TRADE SHOW RETURNS FOR 2022

BY LINDSEY THOMPSON

After a two-year hiatus, spoga+gafa 2022 will return as an in-person event at the Koelnmesse event center in Cologne, Germany. spoga+gafa, the world’s largest garden lifestyle trade fair, brings garden enthusiasts and the top players of the global green industry together to discover new products, learn about latest trends and take advantage of networking opportunities.

Stefan Lohrberg, director of spoga+gafa, says meeting together is an essential part of doing business, and it was important to the organization to provide an in-person event this year.

“Trade fairs allow for chance encounters to happen, and they play an important role in the acquisition of new customers,” he says. “Both manufacturers and retail representatives tell us that while business

INDUSTRY EVENTS

CATEGORY

Loving the Outdoors

Learn more about low-maintenance and sustainable lawn and garden options at hardwareretailing.com/outdoor-solutions

with existing customers was more strenuous but still possible during the past two years, it was hard to grow their customer base without trade fairs happening.”

One of the goals of spoga+gafa is to connect attendees with buyers, global players, industry experts and top decision-makers from all over the world, so this year the event will be supplemented for the first time by a digital component.

The virtual element of spoga+gafa will increase the vendors’ reach to potential customers, expand networking opportunities for all attendees and provide an alternative to those who want to experience the trade fair but don’t feel comfortable traveling and attending in person.

BACK IN-PERSON

spoga+gafa 2022 returns as an in-person event in June after a two-year hiatus. The event is the world’s largest garden lifestyle trade fair, attracting attendees from around the globe.

The date for spoga+gafa is also new this year, moved from early fall to June to better serve the purchasing needs of attendees.

“We have seen the ordering behavior change in most of our relevant branches over the past years,” Lohrberg says. “With spoga+gafa now taking place in mid-June, we are meeting our exhibitors’ and visitors’ demands for a strong marketplace in line with their purchasing needs during the year.”

“Sustainable Gardens” is this year’s theme, and it will play a prominent part in all areas of the trade show. The theme also fits the current trend of consumers wanting more eco-friendly options in all areas of their lives.

While at the Show

Familiar Favorites

Several segments of spoga+gafa will be back again this year, including attendee favorites like Garden Living, Garden Unique and Garden Creation and Care, all of which director Stefan Lohrberg says could be stand-alone events on their own.

“In some areas we have even surpassed pre-COVID-19 booking levels because of strong participation from the U.S., Canada and the ASEAN region,” Lohrberg says. The show is expected to take place in 14 halls and will offer over 2 million square feet of show floor for visitors to browse.

Staying Safe at

spoga+gafa

German trade fair organizers, hotels, restaurants, bars and taxi services follow strict health and safety procedures. While the exact precautions and guidelines will be determined further down the road based on the circumstances in June, Lohrberg says all attendees can expect safe conditions when they attend spoga+gafa this summer.

“According to the requirements of the Corona Protection Ordinance, and in close coordination with the authorities, we have developed and put into effect a wide array of measures that ensure professional safety at the highest level,” he says.

CATEGORY

Growing Future Gardeners

Gardening isn’t just for grown-ups. Discover products you can sell to get kids of all ages interested in gardening at hardwareretailing.com/kids-gardening

“Since spoga+gafa is taking place earlier in the year, we expect to see even more product innovations, including barbecue, toys, decoration and garden furniture.”

—Stefan Lohrberg, spoga+gafa

The trade fair attracts nearly 35,000 visitors and occupies over 2 million square feet of space in 14 halls. To help visitors navigate the show, spoga+gafa offers an app with exhibitor and product search functions, interactive map, note features to share favorite products and a chat function to network with other attendees.

Visitors can also take the 45-minute guided tour to get the most out of the trade fair.

Attendees have the opportunity to attend lectures and keynotes that discuss the global challenges regarding supply chains and natural resources. They can also stroll the spoga+gafa Boulevard of Ideas to check out the latest trends in gardening, landscaping, barbecue and outdoor living products.

“Since spoga+gafa is taking place earlier in the year, we expect to see even more product innovations, including barbecue, toys, decoration and garden furniture,” Lohrberg says. “The quest for more sustainability massively triggers product innovation, as customers across the globe are asking specifically for sustainable products at the point-of-sale. You will see a lot of those innovations at spoga+gafa.”

“Turn

your problems into assets by choosing Midwest

“My grandfather started this company in 1967 with a core value of putting our customers as the #1 priority. That remains true now and for the years to come…”

-Andy DeVries, President, Midwest Fastener Corp.

Exceeding Expectations. One Fastener Destination at a Time!

ABOVE & BEYOND

CUSTOMER SERVICE

PATIENCE

POSITIVE ATTITUDE

HOSPITALITY

Anatomy of a Sale

TEACH YOUR TEAM THESE BASIC SKILLS TO CREATE RETURN CUSTOMERS

BY JESSE CARLETON

ADD-ONS

PROFESSIONALISM PRODUCT KNOWLEDGE

DEMONSTRATION

TRAINING

Retail Sales Training

The Basic Training in Selling Skills course will further equip your team for the salesfloor. For more information, visit YourNHPA.org/membership

While it may sound obvious, if you want to have a profitable retail business, sales associates need to be good at selling. That doesn’t mean you have to resort to used-car-salesman, high-pressure tactics to close the deal. But they need to do more than just direct traffic around the salesfloor.

An effective sales approach requires employees to proactively engage customers, understand their needs and create an excellent shopping experience. If it’s successful, you’ll build lasting relationships so customers will return again and again.

To give you pointers on how to teach employees to sell more effectively, Hardware Retailing spoke with Rich Kizer and Georganne Bender, with retail consulting firm KIZER & BENDER, who have worked with thousands of businesses to help them better understand their customers. Their explanation of the sales process will help your employees create an atmosphere of excellent customer service while at the same time encourage customers to buy.

Break the Ice

Creating a positive shopping experience starts as soon as customers walk in the door of your business. While helping customers find what they need is your ultimate objective, that shouldn’t necessarily be the way you start a conversation.

“In your first contact with a customer, you’re just breaking the ice. Talk about anything that doesn’t have anything to do with the store,” Bender says. “Use those first 30 seconds of the conversation to create an aura of partnership with the customer.”

For example, you might comment on the weather or ask how their day has been so far; anything that will help establish rapport and make them feel at ease.

From there, transition to an open-ended question to start the conversation about why they came into the store. Ask questions such as “What brings you in today?” or “What project are you working on today?” Never ask “May I help you?” or “Do you need help?” or any other question with a yes or no answer.

The hospitality you show with the initial greeting should be consistent wherever the customer goes in the store.

“We tell employees to use our Seven Tile Rule,” Bender says. “Greet every customer who comes within 7 feet, or about seven floor tiles, of you. Every single customer needs to be acknowledged by any employee who gets within 7 feet.”

That acknowledgment could be a greeting or a simple check-in to make sure they are finding what they need.

“If I walk into a store and the employees do nothing to acknowledge me or offer to help, then I’m not likely to return,” Kizer says. “However, if I go to a store and they treat me as if I’m a guest in their house, then I’m going to be a long-term customer.”

“Use those first 30 seconds of the conversation to create an aura of partnership with the customer.”

—Georganne Bender, KIZER & BENDER

Demonstrate the Product

If you’ve established rapport with a customer and become their partner in helping them get what they need, then they’re likely to be receptive to your help when they have questions about the product they’re buying.

Employees acquire product knowledge in a variety of ways, including hands-on training and vendor workshops. Also remember to have employees read product labeling. Most customers are going to be reading the packaging, so if

How should you respond?

When you ask customers how you can help them, here are a few different responses you might receive. Here’s what you could do next.

“I know what I need.”

Show them where to find the products they’re looking for and recommend add-on items.

“I’m just looking.”

Let them know you’re available if they need help. Attempt to ask general questions about what they need so you can get them pointed in the right direction.

“I’m not really sure what I need.”

Ask follow-up questions to learn more about their project and be ready to make product recommendations that best suit their needs.

MARKETING

Certified to Help

Use NHPA’s Certified to Help marketing materials to reinforce your customer service message. Learn more at YourNHPA.org/membership

employees don’t at least know what the manufacturer says about a product, then customers might wonder if they know anything at all.

“Everyone should be reading product labels,” Kizer says. “You don’t necessarily have to know everything about the product, but it’s important to at least know the three or four features or benefits that make that product unique.”

If they are buying a high-ticket item, make sure customers understand why that product is the best choice for their project, especially if there is a choice between several price points of the same item.

“Create a culture in your business where top-performing employees are recognized.”

—Rich Kizer, KIZER & BENDER

“Get customers to the point where they understand and agree with what you are telling them about the product,” Kizer says. Customers shouldn’t feel pressured into buying something, because they might only regret their purchase once they return home.

Managers can create an environment that places high value on product knowledge by recognizing employees who have excelled in their training.

“Recognize and reinforce high performers,” Kizer says. “Create a culture in your business where top-performing employees are recognized. Management has to be involved in that so employees know their efforts are recognized at the top.”

$30 is the average transaction size of a high-profit hardware store, according to NHPA’s 2021 Cost of Doing Business Study.

What’s yours? Employees who are trained in add-on sales can help raise your average sales per customer.

NAVIGATE YOUR MARKETING PROGRAM

Create a destination no matter where your customers travel

With the PRO Hardware and Farm Mart programs, independent retailers can create an omnichannel marketing program that will capture customer attention no matter how and where they choose to interact with your business. With a wealth of resources from the mobile program and social media content to store signage and print advertising, customers will recognize your brand in their timelines, on their phones and as they navigate your store in person.

The PRO Hardware and Farm Mart programs guide you through the available marketing tools so you can create a program that makes your business the destination for your community and beyond.

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

Find us online at www.prohardware.com or www.farmmart.com.

Rich Kizer and Georganne Bender are consumer anthropologists, keynote speakers, authors, and consultants who have helped thousands of businesses, including home improvement retailers, since 1990.

They are listed among the Top 40 Omnichannel Retail Influencers, the Top 100 Retail Influencers and the Top Retail Industry Experts to Follow on Social Media.

@kizer.benderspeaking

@kizerandbender

@kizerandbender

TRAINING

Add to the Sale

For more add-on sales techniques, check out NHPA’s Trainer’s Toolbox lessons at YourNHPA.org/selling-skills

The reward could be as simple as a badge that lets customers know in what areas the employee specializes.

You can also offer recognition at employee meetings or bonus pay for high performance. When employees know you appreciate their work, they’ll be motivated to continue to provide a high service level.

Add to the Sale

An often misunderstood part of the sale, add-on selling is critical to good customer service. As you train employees on selling skills, remind them that suggesting additional items is not pushing customers to purchase something they don’t need. Rather it’s helping them avoid an extra trip to get something they forgot. Add-on selling skills require a solid grasp of product knowledge and take practice.

“Add-on selling needs to be a natural part of the conversation,” Bender says. “There needs to be a level of comfort with selling related items, and it can sometimes be hard for people to want to talk about it.”

Kizer and Bender recommend making add-on selling practice a regular part of employee meetings by doing an activity called “Give Me 5.” To do it, take a handful of items from anywhere in the store, hold them up in a meeting and ask employees to call out five additional items they could sell with each product. It’s a simple yet effective exercise to get employees thinking about what they should be suggesting with each sale.

Cement the Relationship

After you’ve answered all your customer’s questions and suggested relevant add-on items, it’s time to close the sale and help them make the purchase. There are many different ways to close a sale, such as asking, “Would you like me to help you carry this to the cash register?” or “Is there anything else you need today?” or “Would you like to take advantage of the special pricing we have on that item?”

However, the most important way you can close a sale is to find a way to follow up. Let customers know you’re interested in their project beyond the point where they make a purchase and head out the door.

“Before a customer leaves, ask them to come back and tell you how their project turned out,” Bender says. “The paint department is a great example. Before the customer leaves, say something like, ‘Would you do me a favor? When you’re finished painting, would you take a picture and bring it in to show me? I would love to see how it turned out.’ When a customer comes back and shows you that picture, you know you’ve turned an ordinary shopper into a loyal customer.”

TPaint Picks

WHAT’S TRENDING IN COLOR FOR 2022

BY LINDSEY THOMPSON

his year’s crop of top paint colors isn’t green with envy but definitely features several green hues. From soft sage hues to green-blue tones, greens dominated the list of 2022 Colors of the Year, with five major paint manufacturers choosing a shade of green as its Color of the Year.

“Our global color stylists agreed early on that green would be prevalent in 2022 because it symbolizes growth and rejuvenation—something we are all craving as we live through the ongoing pandemic,” says Ashley McCollum,

associate marketing manager at PPG.

Arianna Cesa, Benjamin Moore’s associate manager of color marketing and development, says the green color family was prominent among the colors her team considered for Color of the Year.

“Green exudes balance and stability, but it also pairs perfectly with a variety of other colors, enabling personalization,” Cesa says.

For more insights into what’s t rending in paint for 2022, read our conversations with color experts at hardwareretailing.com/color-experts.

CATEGORY SPOTLIGHT

CATEGORY Pops of Color

See how one retailer used creative merchandising to promote trending paint colors at hardwareretailing.com/paint-merchandising

2022 COLORS OF THE YEAR

AkzoNobel Bright Skies

Diamond Vogel Zenith

BeautiTone Warm Hugs

Glidden Guacamole PPG Olive Sprig

Valspar nature-inspired 12-color palette

Dunn-Edwards Art and Craft

Benjamin Moore October Mist

Behr Paint Breezeway

Dutch Boy Cypress Garden

Sherwin Williams Evergreen Fog True Value Elm Street & Brilliant Berry

COLOR PALETTES OF THE YEAR

PRETTY

Petals

APRESERVE FLOWERS WITH THIS EASY PRESS

s your customers start preparing for gardening season, share this easy-to-build flower press so they can preserve and enjoy the bounties of their gardens. The press is built from items you already carry in the store and the size and look can be customized depending on the DIYers’ needs.

MERCHANDISING Get Growing

Boost your outdoor living department with the latest trends in gardening products. Learn more at hardwareretailing.com/gardening-trends

What’s in Your Project Point Package

Visit YourNHPA.org/project-point to download your Project Point Package for this DIY today.

01

DIY Instructional Guide

This downloadable and printable PDF makes it easy to share this project with your customers. The guide includes step-by-step instructions, a supply list, necessary tools and color photos of each step. There is also a editable version to include your company’s logo and information.

Merchandise Planogram

The merchandise planogram lists all of the supplies and tools a customer would need to complete the project. It offers suggestions on how to display and merchandise the supplies and tools so you can easily promote and sell the project to your customers. 02

Social Media Posting Guide

The social media posting guide provides everything you need to share this project on your own social media channels. The guide includes suggested copy for Facebook and Instagram, project photos and customizable posts to fit your company’s branding and needs.

Here

the materials and tools to include in your

OUTREACH

Share Your Stories

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

Celebrating by Giving Back

CARR HARDWARE MARKS 93 YEARS IN THE BUSINESS

As a thank you to its loyal customers, Carr Hardware hosts a “Carr-nniversary” weekend every year to celebrate another year in business and give back to local organizations.

LAST YEAR, the company, which has eight locations in Massachusetts and Connecticut, celebrated 93 years in business. The Carr-nniversary celebration included product demonstrations and raffles.

Each location also gave customers the option to round up their purchases during the month of November and sold branded buckets during the anniversary weekend, with all funds raised going to community organizations.

Carr Hardware donated over $7,200 to Avon Gifts of Love, Educational Resources for Children Inc. and the Berkshire Humane Society. Gifts of Love also received buckets of donated food from the stores’ canned food drive.

“I’m proud of our organization for supporting local nonprofits that make a profound impact within the community,” says store manager Thomas Yankura. “We are a community business that believes in giving back; it has been part of our core culture for the past 93 years and always will be.”

Coolers for Haiti

Sunshine Ace Hardware, with 12 locations in southwest Florida, stepped up to help a local nonprofit with pandemic relief in a cool way by donating coolers for vaccine distribution. Hope for Haiti was looking for a way to safely distribute COVID-19 vaccines, which need to be kept at a constant temperature, to remote areas in Haiti without electricity.

The generous gesture extends beyond the pandemic as well, as the coolers can be used to transport other medicines that also need to stay temperature controlled.

“One of our core values is to create solutions through imagination. We thought the coolers we sell could be a good solution,” says president Michael Wynn. “Hopefully, the coolers won’t just save lives from COVID-19, but be used for years to come to provide communities with other medicines.”

COMMUNITY

Supporting Fallen Hereos

Dawn and Bruce Gregg own three Ace Hardware stores in Spokane, Washington, and are always looking for new ways to support organizations in their community.

Last year, the Greggs donated all of the flowers and plants for the Heroes Garden, part of the Spokane Veterans Outreach Center, and they plan to do so again this year.

“The garden is open to all Gold Star families, veterans and veterans’ families. It offers a safe, welcoming space where they can spend time with other families who have lost someone in the military. They can also get a little dirt therapy and plant in the raised beds,” Dawn says. “We love being able to donate to this worthy cause. It’s the least we can do for our military families.”

COMMUNITY

Coats for the Community

When the cold weather rolled around last winter, J-town Hardware and Rental in Louisville, Kentucky, was ready with its first coat exchange. Owner Brad Carson tasked his 15-year-old son Jack, who’s been a part of the business since the Carsons bought it nine years ago, with coming up with a way the store could give back to the community.

Jack got his idea from a family friend, which is based on a simple premise.

“If you have an extra coat, drop it off,” Brad says. “If you need a coat, come and get one, no questions asked.”

For about a month starting in mid-October, the store collected coats from customers and residents, gathering nearly 400 coats. Jack and Brad built racks outside the store and during one week in December, opened up the racks to the community to get a coat. The store ended up with around 100 coats at the end of the week, which it donated to local ministries.

“We posted and shared on social media and ended up having an unbelievable outpouring of donations, including a lot of new coats,” Brad says. “For a week, we had an incredible amount of people get a coat. We are definitely going to do it again next year.”

NETWORK Make a Plan

Visit YourNHPA.org/cal to find more industry events online. CALENDAR

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

3M 9, 11, 13 3M.com

Ames Research Laboratories 23 amesresearch.com

Benjamin Moore BC benjaminmoore.com

Brushtech Brushes 24 brushtechbrushes.com

Channellock IFC channellock.com

Do it Best 16-17 doitbestonline.com

Dutton-Lainson Co. 25 dutton-lainson.com

Fiskars 77 fiskarspro.com

Foam Pro Mfg. 61 foampromfg.com

Forney Industries 23 forneyind.com

Great Northern Equipment Dist. 63 gnedi.com

Howard Products 27 howardproducts.com

Intertape Polymer Corp. 3 itape.com

Knox Fertilizer 64 knoxfert.com/schultz

Lighthouse for the Blind 26 rapidfix.com

Live Oak Bank 22 liveoakbank.com/hardware-store

MARS 7 comfort-aire.com

Mi-T-M Corp. 29 mitm.com

Midwest Fastener Corp. 70-71 fastenerconnection.com

NHPA All-Industry Conference 87 YourNHPA.org/conference

NHPA Retail Marketplace 85 YourNHPA.org/marketplace

OdoBan 25 odoban.com

Orgill Inc. 88-IBC orgill.com

Paladin Data Corp. 68 choosepaladin.com

Phifer Inc. 5 phifer.com

PRO Group Inc. 75 prohardware.com

S.M. Arnold Inc. 84 smarnoldinc.com

Sakrete 19 sakrete.com

Sashco 30-31 sashco.com

Shurtape Technologies 57 frogtape.com/prograde

Sika Corp. 65 usa.sika.com/retail

Simpson Strong-Tie 15 go.strongtie.com/outdooraccents

The StudBuddy 27 thestudbuddy.com

The Paint Oranizer 69 thepaintorganizer.com

Woodland 28 pinecar.com

Get 25% off of any listing through March 31. Visit YourNHPA.org/marketplace to get started. SAVE 25% THROUGH MARCH 31

Are you expanding your operation or looking for an exit strategy? Connect with 40,000 home improvement retailers on the NHPA Retail Marketplace.

Are you selling your business?

List your business for sale on the NHPA Retail Marketplace to reach interested and motivated home improvement retail buyers. Public and private listings are available.

Are you interested in buying stores?

If you are currently looking to expand your business through acquisition, the NHPA Retail Marketplace can connect you with potential sellers in the industry. Public and private listings are available.

Are you hiring?

Find talented, qualified people in the home improvement industry. List your open position on the NHPA Retail Marketplace to find the best personnel fit for your business.

LAST WORD

TOOLS & GUIDES Service Etiquette

Download our customer service infographic for more tips at YourNHPA.org/customer-service

OPERATIONS

Respond With Care

ACCORDING TO THE 2021 SuperOffice Customer Service Benchmark Report, 62 percent of companies do not respond to customer service emails. Read on to see how companies are failing customers digitally, and learn what you can do to improve your online customer service. 5 TIPS TO IMPROVE YOUR DIGITAL MARKETING

MAKE IT EASY

Provide a direct email address or phone number on the homepage of your website. Never ignore a customer’s question.

FOLLOW UP

Set up an automatic follow-up email to be sent a few days after your response to see if customers are satisfied with your answers.

CREATE A PROCESS

Consider assigning responsibilities, composing email templates or utilizing customer management software

USE AUTOMATED RESPONSES

Automatic replies to questions should include customer support hours, a unique reference number and links to a knowledge base.

ANSWER EVERY QUESTION

Focus on quality, not quantity or speed. Do not make your customers contact your company multiple times for the same reason.

OPERATIONS

Chatbots

Scan the QR code to read about best practices when using chatbots.

% of companies do not send a follow-up email to customers to see if they are satisfied with the response.

of companies do not acknowledge or inform the customer that an email was received

Sources: SuperOffice, 7 Ways To Provide “Best In Class” Customer Service, 2021 Customer Service Benchmark Report of companies fail to answer all questions on the first reply.

Conference

APRIL 5-7 | LAS VEGAS

Last Chance to Register!

KEYNOTE Employees First: Disrupting Assumptions for More Loyal Customers and Stronger Sales

Kevin Hancock, Hancock Lumber

KEYNOTE

INVESTING IN PEOPLE, PRODUCTS & TECHNOLOGY

RETAIL

PANELS Keep Your Pro Promises

Industry Fundamentals and Customer Behaviors Impacting Home Improvement

Grant Farnsworth, The Farnsworth Group

AWARDS

The 2022 NHPA Top Guns Awards

Recognizing retailers who are pillars of innovation, commitment and passion for the independent home improvement channel.

• Elliot Greenberg, JC Licht

• Pat Sullivan, Sullivan’s Hardware

• Stacy Bivona, Builders

PLUS

• Creating Innovative Problem-Solvers in Your Business

• Hiring Strategies You Need to Try

For retailers who serve contractors and other home improvement professionals, offering perks for loyalty can be the difference between a recurring customer and a long-term relationship.

How Retailers Are Taking on Tech

Independent retailers continue to invest in strategic technology solutions to attract and retain customers whose expectations have changed over the last two years.

Creating the Ultimate Customer Experience

Creating an inviting experience is key to customer retention, and independent retailers have the flexibility to adapt to their customers’ shifting expectations.

Insights From Young Retailers

Meet some of the 2022 NHPA Young Retailer of the Year honorees as they share about their journeys as retailers and what their goals are for the future.

Learn more about the NHPA All-Industry Conference on page 40, or visit YourNHPA.org/conference.

Grow Your Sales

Produc t Assortment:

Product

igh-Margin Private-Label Brands

• High-Margin Private-Label Brands

•

a tional & Regional Brands

• National & Brands

Annual Rebates

“If other dealers don’t sign up, they’re leaving money on the table. It should be in their pocket.”

— Margie Duval, Yucaipa Hardware

“The best part of Spring is Here is the rebates. It’s money that goes right back to the bottom line.”

Kirk Reams, Hooten’s Hardware

Beautiful, long-lasting paint projects start with a premiumquality, job-specific primer. Choose Benjamin Moore® Fresh Start® for any substrate and rely on the very best:

• Adhesion

• Holdout

• Stain Blocking

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