3 Ways to Safely Host Events to Connect With Customers Page 20
Thoughts on Hiring From the 2021 Top Guns Page 27
Be Cool and Help DIYers With HVAC Care Page 42
have someone to
"Whether you have someone to take over or not, everyone deserves to retire from their
business.
Others are at a different stage—reliable, motivated and looking to grow, like us.
I check the Retail Marketplace every day."
Will Aubuchon President and CEO
W.E. Aubuchon Co. Inc. with 100+ locations
Ready to retire? Let us help you.
NHPA now offers a new way to connect motivated buyers and sellers of home improvement businesses.
Advertise your business to a network of 40,000 retailers. Public and private listing options are available.
YourNHPA.org/marketplace
“Midwest Fastener has transformed our store into a true fastener destination. We’ve worked with Midwest for approximately 13 years and could not be more pleased with the selection of products, availability and the personal service we receive from our Rep Brian Kocjan. We are thrilled with our fastener section and extend our thanks to Midwest!”
Exceeding Expectations. One Fastener Destination at a Time!
- Robyn S. Gillett, Store manager Hemly Tool Supply, Inc. Thompson, OH
HEADQUARTERS
1025 East 54th St. Indianapolis, Indiana 317-275-9400
NHPA@YourNHPA.org YourNHPA.org
OUR MISSION
The North American Hardware and Paint Association (NHPA) helps independent home improvement and paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.
NHPA BOARD OF DIRECTORS
CHAIRMAN OF THE BOARD
Daniel Harris, Palos Ace Hardware, Palos Heights, Illinois; Lemont Ace Hardware, Lemont, Illinois
EXECUTIVE VICE CHAIRMAN
Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina
DIRECTORS
Craig Bond, Tommy’s Paint Pot, Eugene, Oregon
David Dishke, Grand River Home Hardware, Caledonia, Ontario
Scott Jerousek, Farm and Home Hardware, Wellington, Ohio
Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon
Jackie Sacks, Round Top Mercantile Co., Round Top, Texas
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 DECEMBER
Growing Customer Loyalty
Earning a customer’s loyalty should be a priority for any retailer. With a little creativity and effort, developing a customer loyalty program can go a long way in creating lifelong patrons who not only shop with you, but are also willing to recommend you to family and friends. See how two retailers have made building customer support a priority for their operations and the best practices you can implement to encourage devoted patrons and keep them for life.
“Customer loyalty shows we’re doing things right and ensures future sales with repeat visits. The more loyal a customer is, the more likely they are to recommend us to their family and friends.”
—Dan Vogel Lee’s Home Center
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.
EXECUTIVE DIRECTOR, ADVANCED RETAIL EDUCATION PROGRAMS Scott Wright, swright@YourNHPA.org
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.
As COVID-19 restrictions continue to lift, retailers are starting to host events in-person again and continuing to offer virtual events. Learn best practices from two home improvement retailers for planning events, both in-person and virtually, that are safe, effective and fun.
What Drives Top Guns
The 2021 Top Guns are strategically focused on developing companies that people in their communities want to shop and work for. See how a commitment to people help these operations thrive.
Showing Their Support
The companies listed in this section have generously given back to the independent hardware channel throughout a challenging time and NHPA is thankful for their contributions.
Educational Advancement
Victoria Cook-Cranton has nearly 20 years in the home improvement industry under her belt. Discover how her love of learning has fueled her growth at Annapolis Home Hardware Building Centre.
Canadian Market Report
Dig deeper into the trends and milestones distinguishing the Canadian home improvement marketplace in 2021 with helpful insights from Christina Manocchio, editor of Hardlines
No Cold Shoulder
Typically, your HVAC department serves mostly professional contractors. Discover some strategies you can implement to help DIYers maintain their air conditioning systems as well.
Greg Templeman
Ian McNaughton
Mike Brackin
Stay Informed
Check out these stories and more at hardwareretailing.com/november
Event Management
Store events help you connect with your community. Whether you plan on hosting virtual events or have transitioned back to in-person, check out best practices from retailers who have hosted successful events both ways.
Behind-the-Scenes Moments
Utilizing social media before, during and after your store event celebration is a key way to create excitement and boost attendance. Review these best practices to be sure you’ve got the details covered.
Space for a Soiree
Discover how Crest True Value Hardware owners Joe and Liza Franquinha turned their outdoor garden center into an event space. Learn how the space has become a community hub and brings people back to shop the store.
Find More Stories Online
INDUSTRY AWARDS
Insights From the Top Guns
Read these Q&As with the 2021 NHPA Top Guns to learn their hiring strategies, how they are managing supply chain disruptions and their thoughts on the future of the independent channel.
INDUSTRY EVENTS
On the Show Floor
See highlights from the 2021 NHPA All-Industry Conference, which was held last month in conjunction with the National Hardware Show.
CATEGORY
HVAC for DIYers
While most HVAC projects should be left to a professional, there are some tasks homeowners can complete to keep their systems in working order. Learn how you can serve your DIY customers with these products and recommendations.
Performing annual maintenance can make an air conditioner last 40 percent longer.
Source: McKinsey & Co.
MERCHANDISING
Celebrate
Your Displays
Go beyond traditional holidays with your merchandising and get a head start on spring. Check out this calendar of unique holidays and consider changing out the displays in your store to help your customers celebrate.
EDITORIALLY SPEAKING
CONNECTIONS Send Melanie a Message mmoul@YourNHPA.org
Melanie Moul YourNHPA.org/es-pod
“Bringing familiarity and comfort to your customers has probably always been a part of your standard operations.”
Getting Back Out There
WHEN YOU SPEND TIME AWAY from an activity or event that used to be part of your regular routine, it takes time to regain that muscle memory. I’m sure many people have had some awkward or even challenging experiences over the last six months or so as we’ve readjusted our daily routines and returned to social events.
If you attended your wholesaler market this fall, it may have felt a little foreign to be back in a convention center surrounded by hundreds of people. But the excitement of seeing old friends and being able to explore new products in person may have made the transition a little easier.
Here at the North American Hardware and Paint Association (NHPA), we have eased our way back in to visiting your stores and attending markets. And, at the end of last month, we hosted the NHPA All-Industry Conference in conjunction with the National Hardware Show in Las Vegas.
It had been more than two years since our last in-person conference, and while there were some pre-event jitters, we also knew there were a lot of opportunities we were excited to see come to fruition. For me, just like seeing an old friend after a long separation, the familiarity and the comfort of the event came right back as soon as I got to the convention center. (Head to hardwareretailing.com/conference-2021 to see highlights from the event.)
Bringing familiarity and comfort to your customers has probably always been a part of your standard operations long before the pandemic. And at the start of the pandemic, as an essential retailer, you were likely a source of comfort as your customers navigated uncertainty.
Whether you were a pro at hosting events before the pandemic or if you only ever dabbled, there is an opportunity to keep that going. Starting on Page 20, read how HomCo Lumber & Hardware transitioned an in-person event to a successful virtual event. Also, learn how Sullivan Hardware & Garden adapted their in-person events throughout 2020. Get pointers from these retailers on how to be flexible with your approach to events, and see how events can open up your business to an entirely new audience.
It’s understandable that the way we approach events has changed, but they can be a key opportunity to grow customer loyalty, expand your customer base and become the place people know they can go to find familiarity and comfort when things get tough.
Melanie Moul Managing Editor
The Power of Brand Names
TAKING CARE OF BUSINESS
Dan Tratensek
YourNHPA.org/tcb-pod
“The NHPA Retail Marketplace allows business owners to reach a vast range of potential buyers within the industry.”
The Changing of the Guard
HARDLY A WEEK GOES BY where you don’t see another acquisition popping up in the industry headlines. Chances are, you may have even gotten a call in the last few months inquiring whether you might be interested in selling your business. The truth is, acquisitions are heating up in the industry with no signs of slowing. Here are a few of the factors we see driving this acquisition trend:
• The home improvement industry has been booming for the last 18 months. This obviously creates interest from those outside the industry to capitalize on what they see as a solid investment.
• There are a lot of home improvement retailers looking to grow their operations who are flush with cash from what NHPA has documented as the most profitable period for the industry in the last 100-plus years.
• Retailers looking to expand their operations see greenfield growth as being more of a challenge right now. The ability to expand by opening brand new locations is inhibited by the challenges of finding contractors to engage in the building process, a shortage of fixtures in the industry and a retailers’ ability to fully staff a brand new operation.
• Lastly, while the past 18 months have been lucrative for most home improvement retailers, they have also been extremely difficult with heavy pressure on owners, managers and their teams.
Another trend that is driving current home improvement retailers to look at acquisition as a means of growth is the advent of retail technology. Many retailers who, in the past, might have only considered operations within their immediate trading area, are now looking at a much broader landscape for potential acquisitions because of their ability to manage businesses without having to physically be in the store on a daily basis.
These realities are just one of the reasons that the North American Hardware and Paint Association (NHPA) launched an online forum where business owners can list their home improvement businesses for sale. The NHPA Retail Marketplace allows business owners to reach a vast range of potential buyers within the industry.
A Marketplace listing can be anonymous or public, and in addition to the listing, retailers will have their business promoted to the home improvement industry in a variety of ways—online, in this magazine and more.
So, if you are either in the market for growing your operation, or looking at your options for transitioning out of the business, I would encourage you to go to YourNHPA.org/marketplace to see what the service can offer you. Based on all the activity we are seeing in this arena, there is no time like the present.
Dan M. Tratensek Chief Operations Officer & Publisher
NHPA NEWS
MARKETPLACE
Connect With Buyers and Sellers
Visit YourNHPA.org/marketplace to learn about the NHPA Retail Marketplace.
MARKETPLACE
Cast a Wider Net
THE NHPA RETAIL MARKETPLACE ADVERTISES TO A NETWORK OF 40,000 RETAILERS
ARE YOU READY TO CONNECT with buyers and sellers of home improvement stores through the North American Hardware and Paint Association’s (NHPA) Retail Marketplace?
The Marketplace is an opportunity for all interested home improvement operation buyers and sellers, regardless of affiliation, to look at business opportunities and markets they would not have known about otherwise, according to NHPA chairman of the board Dan Harris.
“I believe the Retail Marketplace program is a real opportunity for retailers looking to enter the home improvement business and those looking to exit or sell their businesses,” he says. “Typically, this process offers very limited exposure for retailers on a nationwide basis. I see and hear more retailers wanting to exit certain areas and wanting to look at locations in other parts of the country. Your wholesaler, typically, has very little insight into interested buyers and sellers on a nationwide basis and across all brands.”
For more information about the NHPA Retail Marketplace, visit YourNHPA.org/marketplace or contact NHPA chief financial officer Dave Gowan at dgowan@yournhpa.org.
It’s Time to Look at Health Insurance
Visit YourNHPA.org/health-insurance, or call 888-201-7408 to speak with a member of the Custom Benefits Insurance Group team.
THEREIS NO BETTER TIME than now to consider your health insurance options as 2021 comes to a close. Whether you are looking to offer health insurance for the first time or are weighing your options, the NHPA Health Insurance Program provides competitive health insurance benefits.
The program allows independent operators to access benefits at lower rates due to the volume of retailers who participate in the nationwide program.
Retailers can take advantage of NHPA’s group rate without sacrificing the flexibility to design the plan for their business and their employees’ needs.
The program offers additional benefit options such as dental, vision, life and disability insurance.
“As store owners are struggling more and more to retain employees, we are seeing a growing interest in other insurance coverages, such as life insurance, dental insurance and vision insurance,” says Bob Chiesa, president and CEO of Custom Benefits Insurance Group, which manages the program. “All are drastically lower in cost than medical but have proven to be very successful in retaining employees and not losing them to corporate America.”
Explore Your Options
Learn more about the NHPA Health Insurance Program by visiting YourNHPA.org/health-insurance
TRAINING
Your New Source for Compliance Training
Courses now available in the NHPA Training Store.
HOW ARE YOU COMMUNICATING updates on key compliance issues to your employees? Most retailers must provide training on key topics, such as sexual harassment prevention or workplace safety. Proper training will help you meet government regulations, protect workers and customers and follow best practices while increasing safety awareness among your staff.
NHPA recently partnered with a trusted name in compliance training, JJ Keller & Associates Inc., to offer HR compliance and workplace safety training in some of the most common topics affecting home improvement and paint and decorating stores. These courses give retailers a convenient, affordable option for providing the training they need to stay current and compliant with the Occupational Safety and Health Administration (OSHA) and other federal regulations. These courses are available for purchase on an a la carte basis in NHPA’s Training Store, located on NHPA’s learning management system. Courses include interactive elements, videos and a test to check for knowledge retention. Several courses are available in both English and Spanish. While these courses will help meet regulations, retailers will still need to check with their local authorities to see what additional requirements they must meet for full compliance.
Available NHPA Courses
For a complete list and detailed description of all available NHPA compliance courses, go to the Training Store at YourNHPA.org/training-store
• Back Safety
• Diversity and Discrimination (2 courses)
• Fire Extinguisher Use
• FMLA for Supervisors
• Forklift Training
• How to Prepare and Respond to an Active Shooter Threat (2 courses)
• Sexual Harassment Prevention Training (7 courses)
• Workplace Bullying and Violence (2 courses)
• Workplace Safety Basics (4 courses)
Get started in four easy steps
STEP ONE
Visit our website at YourNHPA.org/training-store
STEP TWO
Add courses to your shopping cart.
STEP THREE Create a username and password.
STEP FOUR
Purchase your courses and begin training.
CATEGORY Pretty Plumbing
Discover the styles and colors that are trending in faucets, tubs and sinks at hardwareretailing.com/plumbing-product-design TRENDS
RESEARCH
Betting On Bathrooms
THE PRODUCTS CUSTOMERS NEED FOR A BATHROOM RENOVATION
HEADING INTO THE FINALE of 2021, DIYers continue to stretch their home improvement muscles, taking on projects inside and outside their homes. To help them achieve their goals, be sure you’re familiar with the trends customers may come to you to find.
WHAT CUSTOMERS ARE Upgrading
Source: Bio Bidet, 2021 Home Upgrades Study WHAT CUSTOMERS ARE
planned on remodeling their homes in the next year 45 % of those wanting renovations are planning on redoing a bathroom 70 %
With more consumers wanting to make their entire home eco-friendly, including the bathroom, stock toilets with amenities such as WaterSense certification or low-flow or dual-flush capabilities.
FAU C ETS TO I L ETS
Faucets with touchless, aromatherapy and massaging features help turn bathrooms into spas. Brushed nickel is still a popular finish, but options like gold and black matte are gaining ground.
I L E
Classic subway tiles are getting a modern upgrade with longer lengths, patterned designs and matte and bold colors. Other up-and-coming tile trends include terrazzo, wood look and flowered tiles.
"Whether
you have someone to take over or not, everyone deserves to retire from their business. Others are at a different stage—reliable, motivated and looking to grow, like us.
I check the Retail Marketplace every day."
Will Aubuchon President and CEO
W.E. Aubuchon Co. Inc. with 100+ locations have someone to
Ready to retire? Let us help you.
NHPA now offers a new way to connect motivated buyers and sellers of home improvement businesses. Advertise your business to a network of 40,000 retailers. Public and private listing options are available.
YourNHPA.org/marketplace
NHPA
NEW PRODUCTS
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 them.
Online Product Platform
SPONSORED
Pointy from Google allows retailers to scan products as they’re sold, displaying them on the business’s profile on Google. The Pointy box connects between the barcode scanner and point-of-sale system, or retailers with partner integrations can download the app directly to their point-of-sale systems. Shoppers searching for the products on Google Search are directed to the store on Maps to complete the sale.
POINTY FROM GOOGLE
Get it free: pointy.com/nhpa
Medium-Duty Work Gloves
Brass Knuckle® SmartCut™ work gloves feature foam nitrile on a 15-gauge seamless shell for dexterity and oil-resistance. A reinforced thumb crotch provides additional strength between the thumb and forefinger. A full knit wrist assures a snug fit and prevents the entry of dirt, debris and cold.
BRASS KNUCKLE
brassknuckleprotection.com or 770-674-8930
Flea and Tick Home Spray
Skout’s Honor all natural Flea + Tick Dog Home Spray is formulated with natural peppermint and cedarwood oil to eliminate fleas and ticks on contact (including their larvae and eggs) and repel mosquitos. It is safe for pets 12 weeks of age and older when used as directed and can also be sprayed on carpets, furniture, pet bedding and any other areas that might be infested.
SKOUT’S HONOR skoutshonor.com or 877-805-0399
Impact Bit Set
The Impact XPS™ 60-piece Impact Bit Set by Makita is designed exclusively for high-torque impact drivers. Impact XPS bits last up to 90X longer than standard impact bits. Mag Boost makes any power bit magnetic and the magnetic nutsetters feature a lobular design. Set includes 1 ¾-inch Magnetic Nutsetters, 2 ⅜-inch Insert Bit Holder, Mag Boost, 1-inch Insert Bits, 2-inch Power Bits and ¼-inch Socket Adapter.
MAKITA USA INC.
makitatools.com or 800-462-5482
Tuckpointing Grinder
Bosch Power Tools’ new high-torque Tuckpointing Grinder features a 13-amp motor, producing 9,300 RPM. The motor is protected from dust and debris with epoxy-coated field windings and four-stage dust seals. A viewing window on the dust guard allows workers to see the cutting line. The 1 ⅜-inch dust port is designed to accommodate Bosch vacuum hose nozzles. Adapters are available to fit other vacuum hose nozzles. It works with Bosch PRO+GUARD Dust Solutions to help users move toward OSHA silica dust compliance.
BOSCH TOOLS
boschtools.com or 877-267-2499
“Cedar
Mountain Candle is everything we love in a company. Handmade, small batch, USA soybeans, no chemicals, not on Amazon and created by folks serving in the Air Force.”
—Cindy Jerousek, Farm & Home Hardware
Dough Bowl Candle
Each dough bowl is hand carved and filled with dye-free soy wax and cotton wicks. Candles are available in a variety of fragrances and in 3-, 7- and 13-wick options. Burn time for the candles range from 40 to 100 hours, depending on size and number of wicks.
CEDAR MOUNTAIN CANDLE cedarmountaincandle.com
Granite Sink
Franke’s Maris Granite Sinks feature a tight corner radius and rear offset drain to maximize bowl space. The surface resists stains and is treated with Sanitized®, incorporating silver ions within the material to reduce bacteria and microbe growth by 99 percent. Maris Granite Sinks are available in top mount or undermount installations.
FRANKE GROUP franke.com/us
Hard Water Cleaner
“We
Diamond Shine™ Kitchen Cleaner is a professional strength NSF® certified cleaner for spillovers, stains and fingerprints. It is ideal for smooth top ranges, ovens, stainless steel appliances, cookware and sinks. It can remove rust, hard water stains and limescale and restore stainless steel and porcelain to like-new condition.
DIAMOND SHINE
diamondshinecleaner.com or 833-444-7224
—Bethany Guevara, Eagle Hardware Farm & Ranch
Gate Opener Kit
Ratcheting Tie-Down
The 16-foot Combat Ratchet Tie-Down features durable 1 ¼-inch webbing to absorb shock and resist cut, rot and abrasion. It is constructed with a steel ratchet with tactical handles and vinyl-coated double J-hooks to prevent scratching and marring. The extra-wide ratchet handle is easy to operate with or without gloves and the diamond ridge handle means a more secure grip every time. Combat Ratchet Tie-Downs have a 1,000-pound working load limit.
YOUCOPIA
youcopia.com or 888-973-9288
Ghost Controls TSS1 Single Automatic Gate Opener Kit automates all types of residential gates up to 20 feet in length or 900 pounds. All Ghost Controls Gate Opener Kits come solar capable, with remotes that offer a range of up to 1,000 feet from the gate and have a limited lifetime warranty on the motor and gear assembly of the operator.
GHOST CONTROLLS ghostcontrols.com or 850-846-6400
• Siding lap joints
• Transitions from siding to brick, stone, or stucco
• Around windows & doors
• Around exterior vents & pipes
• Crown molding & trim
• Countertops, sinks & toilets
Look for Sashco brands at your favorite distributor warehouse.
• Showers & tubs is ideal for these applications in various colors:
EVENTS
Space for a Soiree
See how one retailer turned part of his store into an event space available for rent at hardwareretailing.com/event-venue
Event Revamp
BEST PRACTICES FOR SAFELY HOSTING STORE EVENTS
BY LINDSEY THOMPSON
From private parties to public gatherings, in-person events took a major hit during the pandemic. Most likely, the blanket cancellation of events impacted your operation as well, preventing you from hosting events that connect you with your customers and community.
Maybe you’ve eased back into offering special events or tried virtual options. Or maybe you’re itching to get back to celebrating but are unsure of what events should look like with pandemic restrictions. Hardware Retailing spoke with two retailers who shared best practices for hosting events that prioritize safety and community.
VIRTUAL HOW-TO
HomCo Lumber & Hardware employee Michelle
teaches young builders how to complete a project.
Wesson
QUIET ON SET
Lumber & Hardware transitioned its in-person Young Builders event to an online format.
Pivoting Online
HomCo Lumber & Hardware has been a fixture in Flagstaff, Arizona, for over 45 years. Built on a mission of serving its customers and community, the company started offering Young Builders events 10 years ago. These events were held once a month on Saturday mornings and brought together families to work on a fun craft or easy building project. HomCo provided the kits and the instructions, putting together 100 kits each month for projects like birdhouses, ornaments, pencil holders, picture frames, wooden trays and more, says chief operating officer Todd Callan.
When COVID-19 hit, Callan and his team needed to make a choice on whether to cancel the event completely or move it online, and if they did move online, they needed to figure out a safe way to distribute the kits.
“When the event was in-person, we didn’t charge for the kits. But when we had to cancel in-person events, we thought we had the perfect opportunity to still offer the popular event and in the process, raise some money for our community,” Callan says. “We told our customers we were accepting donations for the Boys and Girls Club when they picked up their kits and were able to raise a little money for that organization when they were struggling so badly.”
The marketing team at HomCo got together right after the shutdown in March 2020 to come up with a plan. Because they had already been livestreaming the in-person events, the team had the framework in place for a digital event and decided they could easily move online. They called the new format HomTooling, a play on homeschooling, since so many kids had transitioned to e-learning.
“We thought we could put together some good content and do a video to still offer this event to our customers,” Callan says. “Now parents can pick up the kits anytime, and if they don’t get around to building them with their kids right away, the video is up on our Facebook page. They can do it a month later or two months later and they’ll still have instructions for whenever they’re ready.”
Connecting With Customers
Callan says it was important to the team at HomCo to continue to offer the Young Builders program as a service to their customers.
“We felt with kids being at home all the time and parents trying to juggle school, work and life, that it was important to keep this event going to keep the kids busy at home with fun projects,” he says. “Our customers are so appreciative that we offer this event. It takes away some of the heartache of being stuck at home and it’s free for our customers, which they love too.”
Moving from in-person to online has been successful for HomCo, but Callan says they would eventually like to resume in-person events when it is safe to do so.
“We’ll continue to do the production work to create the high-quality videos, and eventually when it’s safe, we would love to bring it back into the store,” Callan says. “Any time you can drive customers in and put steps into your store, it’s a good thing. It creates sales because people see and purchase merchandise they might not have known we have.”
For HomCo, gaining sales is just one of the benefits of hosting events. The biggest gain is the connection with the community. HomTooling has raised over $1,000 for the Boys and Girls Club of Flagstaff. Past events have also brought in money for local organizations. The annual HomShow also raises money for the Boys and Girls Club
HomCo
Getting the Word Out
For more best practices for sharing your event on social media, visit hardwareretailing.com/extra-exposure
GOING ONLINE
“Our customers are so appreciative that we offer this event.”
—Todd Callan, HomCo Lumber & Hardware
and past ladies’ night events have brought in over $20,000 for Sharon Manor, a local women’s shelter.
“With any of our events, we’re not in it to make money. It’s a bonus when we get extra sales from them, but for us it’s all about being a part of our community,” Callan says. “Everything we do ties back into the community. Mike Brackin, our owner, cares about this community and that’s what he wants to focus on.”
Staying Booked
Sullivan Hardware & Garden, which has four stores in the Indianapolis area, has built a reputation for hosting fun events that
resonate with customers and the community. In 2015, the company started the Sullivan Santa Express, where families can ride a holiday train through the outdoor garden center in one of the locations, enjoying scenes that change each year. At the end of the ride, families have a chance to visit with Santa and do crafts. New for 2021, another Sullivan’s location offered the Pumpkin Town Express, a similar experience but with a Halloween theme. Other popular events the company hosts include ladies’ nights, cooking classes and Valentine’s Day dinners. Thanks to flexibility and a willingness to pivot, the company only canceled one event since the start of COVID-19.
Going Social
Check out these tips for sharing your event on social media before, during and after.
Post on Facebook
The Facebook events feature allows you to include all the details of the event in one spot. Facebook events automatically post to your page and are also easily shareable by your customers.
Make a Shot List
Put together a list of must-get photos and videos so when the day comes, you can focus on getting those shots. Be open to catching candid moments as they happen as well.
Go Live
Use Facebook Live and Instagram Live to share in real-time and encourage engagement with your audience, even if they can’t be there.
Retweet and Repost
Pay attention to what attendees share on social media about your event and retweet or repost positive posts.
The marketing team for HomCo Lumber & Hardware films several HomTooling videos once a quarter.
CDC Guidance for Large Gatherings
As you return to hosting events, it’s important to take precautions when planning to keep your attendees safe. The U.S. Centers for Disease Control and Prevention (CDC) published guidelines for organization events and gatherings to assist you in creating an event that’s safe and successful. Here is a summary of the guidelines.
Consider risk factors. Everything from how much travel is involved for attendees to the length and setting of the event can affect possible COVID-19 exposure. It’s also a good idea to look at the number of COVID-19 cases in your community and what types of behaviors attendees will engage in, such as eating and drinking.
Implement social distancing. As you plan, look at different ways you can be sure attendees can social distance, taking into account anytime they need to wait in a line, sit down to eat or be in groups. Use physical barriers, tape on the floor and other visual cues to remind attendees to distance themselves from others.
Clean frequently. Have a plan in place and enough staff scheduled to keep the event space clean and disinfected before, during and after the event. Keep an adequate supply of hygiene products, like soap and hand sanitizer, on hand and ensure ventilation systems operate properly.
Create a contact tracing plan. Put together steps to take if an attendee does get sick at or after your event, including a way to contact trace attendees. Notify the local health department or other health authorities in case of a sickness and provide as much information as possible.
Source: U.S. Centers for Disease Control and Prevention, Guidance for Organizing Large Events and Gatherings
In 2021, the company was able to return to a more normal format and had nearly 400 women attend.
“We felt it was our civic duty to try to present—as long as it was safe—some sort of normalcy,” says Sullivan’s owner Pat Sullivan. “It appeared to us that many other companies were canceling everything. Because we’re small and a little more flexible, we were able to scale everything down and still host events to serve our customers.”
Modifications included stretching an event over more days, mandating masks and social distancing based on the local guidance and selling tickets ahead of time.
For example, one store location hosts a free annual ladies’ night event. In 2020, Sullivan moved the event outdoors, offered the event over two nights and required attendees to register for the free tickets online so they could track how many people would be attending. In 2021, the company was able to return to a more normal format and had nearly 400 women attend.
“Events are a part of everything we’ve created as an entertainment retailer. People expect us to have these great events and we want to deliver.”
—Pat Sullivan, Sullivan Hardware & Garden
“We used similar guidelines for our Eggfest, which normally draws 1,500 people,” he says.
“We hosted Eggfest over three nights with a 200-person cap each night. So, not as many people were able to come, but we were still able to host the event. Our customers really appreciated we were able to do that.”
Being able to host in-person events was important to Sullivan, because those events are a part of the fabric of the company.
“Events are a part of everything we’ve created as an entertainment retailer. People expect us to have these great events and we want to deliver,” he says.
Another part of Sullivan’s reputation as an entertainment destination is the on-site restaurant, Sully’s Grill, at one of its locations. This location offers event rental space for wedding and baby showers, rehearsal dinners and more, which draws in more customers and creates buzz for the business.
“It’s all about getting people into your store who have never been there and would never have a reason to come in except they attended one of our in-store events or a special event in our rental space,” Sullivan says. “You get them in and they’re like, ‘Wow, what is this place?’ All the advertising in the world wasn’t bringing them in, but that wedding shower invite or special event brought them in the door.”
PARTY PLACE
Sullivan Hardware & Garden is known in the Indianapolis area for its fun store events. One of the stores also has an on-site restaurant and event venue available for rent.
Recognizing young leaders who represent the future of independent home improvement retailing Do you know an inspiring young retailer? Submit your nomination by January 28, 2022. Learn more at YourNHPA.org/yroty
Rewatch the Panel
If you missed the chance to see the Top Guns panel discussion at the NHPA All-Industry Conference, you can watch it now at YourNHPA.org/conference
TOP GUNS 2021
GROWTH FOCUSED
THE 2021 NHPA TOP GUNS ARE COMMITTED TO COMPREHENSIVE SERVICE AND STRATEGIC INVESTMENT
BY MELANIE MOUL
The North American Hardware and Paint Association (NHPA) has recognized key home improvement operators for their successes and strategic solutions for 15 years with the Top Guns award. This award highlights retailers who are committed to their communities, their teams and to the independent channel at large.
On the following pages, meet this year’s honorees, who represent distinct segments of the industry, and who are all committed
to making the independent channel a place where people want to work and want to shop.
Discover how this year’s honorees navigated a challenging year for the supply chain and what their strategies are for finding long-term employees. Also, learn how they are investing in their businesses to continue growing beyond a record-breaking era for the industry.
For more insights from this year’s Top Guns, head to hardwareretailing.com/top-guns-21 to read individual Q&As with each honoree.
Read a complete Q&A at hardwareretailing.com/mike FROM MIKE
Mike Brackin comes from a line of home improvement retailers. During the Great Depression in Iowa, his great-grandfather founded Payless Cashways, and his father served on the board until 1975, when he founded the store that would become HomCo Lumber & Hardware in Phoenix.
What’s your hiring strategy ?
We do monthly group interviews—five or six candidates being interviewed by a group of employees—whether we need people or not. After that, everyone gets to give their input about who would be a good fit for the culture. That’s how we’ve gotten some of our best people. We’ll find a position for someone who we think is a good fit.
That store was where Brackin started his career in the home improvement industry, working in the lumberyard as a teenager. His father moved the store to Flagstaff in 1979, and the business still operates out of that location. After earning a business administration degree from Northern Arizona University, Brackin joined the family business and has never looked back.
After nearly 50 years, HomCo Lumber & Hardware is a prominent 50,000-square-foot operation serving Flagstaff, Arizona, and the surrounding areas within 150 miles of the business. Brackin says his keys to success are investing in a strong team and staying true to your word with customers.
“The team and the culture are our business,” Brackin says. “That’s what separates us from our competition.”
Brackin says his team, from his chief operating officer to his retail store manager, all have one trait in common: They’re all self-starters. That quality is what has allowed him to take a step back from day-to-day operations in recent years and focus on the big picture.
“The people here take ownership of their jobs and the store. I’m very blessed to have the staff I do,” Brackin says. “I’ve been able to transition to working on the business instead of in the business.”
Brackin says investing in training and celebrating staff successes is a key to developing strong teams and retaining employees. Some of his team have been with the company almost 30 years, including
truck drivers, sales associates and other key team members. Personal training and providing the tools they need to continue serving customers are critical to everyone’s success, Brackin says.
“My people utilize all the assets we give them—like good equipment in the yard, access to advanced training— and that’s the difference that customers see,” he says.
“The people here take ownership of their jobs and the store. I’m very blessed to have the staff I do.”
Customers also see how the competition often doesn’t measure up. In the early years, HomCo was the only option in the Flagstaff area, but as big boxes came into town, Brackin says the store did lose some customers.
“We’ve lost jobs due to price, but our customers always end up coming back because of the way we operate,” he says. “My people do a great job of building relationships. Everything we do, we do well.”
Brackin says the future of the company is focused on growing sales out of the single location. The company recently invested in e-commerce, which he says will be key to remaining competitive.
“E-commerce is going to help us get more exposure and that’s our focus,” he says. “Combined with our brick-and-mortar and our people, that’s the future.”
What’s been your product strategy during the pandemic?
There’s only so much we can do. We buy as much as we can if we see something is available. These shortages aren’t going to change overnight, so we’ve got to practice patience.
What does the home improvement industry look like in five years?
I think embracing technology is going to be key to compete. There’s still going to be a need for brick-and-mortar, but having a presence in both places is critical.
HomCo Lumber & Hardware president Mike Brackin says his team takes pride in the store and their jobs, which is reflected back in customer loyalty PEOPLE FOCUSED
IAN McNAUGHTON
OWNER, GRAVENHURST, PARRY SOUND AND BANCROFT HOME HARDWARE
3 locations serving residents of cottage country
Headquartered in Gravenhurst, Ontario
Established in 2011
Ian McNaughton didn’t start in hardware. In fact, some may consider his initial career venture in telecommunications technology nearly on the opposite spectrum of owning and operating a hometown hardware store. But that’s where McNaughton’s story starts.
What’s your hiring strategy?
A lot of retailers look at staffing as an expense, but it’s really an asset. It’s important to remember that staff make our businesses successful. In the same way we have to earn our customers’ business, we need to earn our employees’ loyalty and commitment to our business.
McNaughton and his wife Tara traveled the world for his job with their young children for nearly 10 years looking for a place where they could put down roots. Eventually, they made their way to Gravenhurst, Ontario, a lake community about 100 miles north of Toronto, where they found an opportunity to buy the local hardware store.
“We knew we wanted to run a small-town business and serve the community,” McNaughton says. “There’s nothing cooler than a hardware store.”
Just over a decade later, the McNaughtons now own three stores in similar communities, where they have discovered a niche supporting vacationers and residents in these recreation-focused communities.
Their third store, Bancroft Home Hardware, which they purchased in February 2021, was actually the first store they had interest in buying. The McNaughtons waited 12 years for the opportunity to buy it, and they are glad they did.
“Early on, I got the advice that you can overpay for a poor store and you can overpay for a great store, so it’s up to you to choose which one you want to own,” McNaughton says. “When we bought Bancroft, we inherited a beautiful store and a longstanding staff with great customer service.”
The McNaughtons’ commitment to excellent customer service has not gone unnoticed. Last year, their second store, Parry Sound Home Hardware, received the Proud of My Home award for Best Home Hardware Store
Over 6,000 Sq. Ft. And this year, the Gravenhurst store earned the Best Home Hardware–Central Region award.
McNaughton acknowledges that these successes are due to the teams he has in each of his stores. Several of his staff members across the three stores have been working there for at least 20 years, and some are nearing 40 years.
“It’s a badge of honor to be operating stores that existed long before we owned them. We’re caretakers in the period of time we own them. They are bigger than us.”
“Our staff get all of the credit,” he says. “They do the work every day.”
The McNaughtons are proud of the history that has been a part of each store they’ve taken on. They ended up taking over the Parry Sound store 50 years to the day the original owners had purchased the store. That longevity—both the store’s and the team’s—is a point of pride for McNaughton.
“It’s a badge of honor to be operating stores that existed long before we owned them,” he says. “We’re caretakers in the period of time we own them. They are bigger than us.”
DEEP INVENTORY
Ian McNaughton’s product strategy for his three stores has always been to be a destination in any category. Grills and outdoor living have been key areas of growth for the business.
How did you manage sourcing this last year?
Our strategy was to always order more so we could have something on the shelf. When we did run into situations where we ran out, we had the benefit of being able to pull from our other stores’ inventories, but we also over-ordered next time. What’s one lesson you learned last year? Flexibility. Especially when it comes to our people. We ask staff what they want to do so we know it works for both of us.
GREG TEMPLEMAN
PRESIDENT, SUNPRO
16 locations serving primarily contractors and builders
Headquartered in Orem, Utah
Established in 1938
Read a complete Q&A at
In 2015, Greg Templeman was happily in the containerboard industry. A conversation at his daughter’s soccer game with the president of Sunpro led to an unexpected opportunity. After a few interviews and facility walk-throughs, Templeman was offered the role of northern region vice president.
What’s your hiring strategy ?
We post jobs on multiple platforms, but rely on referrals from current employees and pay bonuses when they make a successful referral—$250 for each quarter the new employee works for the first year. We also emphasize the great culture, industry-leading benefits and competitive compensation at Sunpro
After learning as much as possible, he was promoted to president of the $400+ million company headquartered in Orem, Utah. He has led the company with 16 locations since 2017.
Sunpro has expanded with three acquisitions and one new location in the last three years, but Templeman doesn’t let that growth interfere with the company’s focus on its core values. The philosophy Templeman leads with today is rooted in the same vision and core values the business began with more than 80 years ago: building a better community with integrity.
“Like most, we compete with national and local independent brands sourcing material and products from the same manufacturers and distributors we do,” he says. “Quality products and services are really the entry fee to compete, so we place a clear and consistent focus on Sunpro’s differentiators including blended pricing, objective pricing profiles and our rewards program.”
Although Sunpro comprises 16 locations across two states, Templeman says highlighting the localness and focus on community of each store is critical to competing.
“Our vision is ‘building a better community,’” he says. “Employees live in the same local communities as their customers, so we are collectively making both our employees’ and customers’ communities better places to live.”
Rewarding loyalty is a significant strategy for Sunpro. Its unique and generous customer rewards program focuses
on building loyalty with its best customers. For every $1 a customer spends with Sunpro—“whether it’s a box of nails or a $90,000 lumber pack”—the customer earns 1 Sunpro rewards point. The points can be redeemed for gift cards, travel vouchers or signature Sunpro rewards trips to places like Scotland or the Maldives.
“Loyalty programs are critical to customer mix,” Templeman says. “Our program allows us to reward our on-time paying and most valued customers, providing one-on-one time in some of the most beautiful places on earth. Some customers have been going since the beginning.”
“Loyalty programs are critical to customer mix. Our program allows us to reward our on-time paying and most valued customers.”
Some Sunpro customers use the rewards program as a vehicle to recognize their own teams for a job well done by sending them on the signature trips. Templeman says the trips also provide an opportunity to connect with customers in a less stressful environment.
“Employees know these trips are made possible through the Sunpro program, so they are more likely to want their employers to buy from us,” he says.
The one-of-a-kind rewards program Sunpro offers its customers leads to a strong contingent of recurring business. REWARDING LOYALTY
What qualities do you look for in a manager?
Integrity. Product knowledge and experience is important, but if you don’t have integrity, you won’t fit the Sunpro culture.
What does the home improvement industry look like in five years?
More consolidated with fewer players that are larger. I believe there will be a place for the truly local home improvement store, but the place is getting smaller
PARTNER
VENDOR PARTNER
Show Your Support
Do you want to see your company listed here in next year’s Vendor Partner roundup? Contact Scott Gilcrest, NHPA field sales manager, at 317-508-7680 or sgilcrest@YourNHPA.org
Supporting Independence
NHPA Vendor Partner Program Highlights Channel Allies
The North American Hardware and Paint Association (NHPA) advocates for the interests of all independent home improvement operators, regardless of wholesale affiliation. The association communicates the spirit of the channel—and its buying power—to a spectrum of manufacturers and vendors whose products help independents differentiate their operations.
The companies listed here support NHPA’s mission through magazine advertising, program sponsorships and more,
and they belong to the NHPA Vendor Partner Program. The resources gained through the program make it possible for NHPA to produce vital programs and services for retailers.
“Especially over the last 18 months, independent retailers have shown their unparalleled ability to adapt and that they are essential in their communities,” says Dan Tratensek, NHPA chief operating officer and publisher. “NHPA Vendor Partners recognize this channel’s tenacity, and we appreciate their continued support.”
Growing Leaders
Develop leaders in your organization with NHPA’s home improvement industry-specific training courses for managers. Learn more at YourNHPA.org/fol
Love of
Annapolis Home Hardware Building Centre retailer grows in her career through a focus on community and education. Learning
BY RENEE CHANGNON
When she was a senior in high school, Victoria Cook-Cranton had a passion for painting. Her hobby often took her to Annapolis Home Hardware Building Centre in Annapolis Royal, Nova Scotia, where she browsed the aisles for the materials she needed for her art projects. After frequent visits to the store and the encouragement from a family friend who worked there, she took on a part-time role in the business. After graduating from high school, she went on to university where she earned a bachelor’s degree in history and later returned to complete a bachelor’s degree in education. Over the years, she would return to work in the store when class was out of session.
“Every summer, I came back to the store and took on various roles,” she says. “Getting to try a little of everything was fun and made me want to continue to learn and grow with the company.”
Cook-Cranton spent time teaching overseas after earning her degree and when she returned home to Nova Scotia, she knew she had a place at the store. When the owners purchased a new location in 2010, she had the opportunity to combine her love for the business and passion to teach, becoming the human resources (HR) and training manager for both stores. Nearly 20 years after Cook-Cranton started working for the company, she now works as the floor manager and has excelled within the business.
A GROWTH MINDSET
Floor manager Victoria Cook-Cranton of Annapolis Home Hardware Building Centre in Annapolis Royal, Nova Scotia, has taken her love of learning to the next level through advanced training opportunities.
“Our social media presence allows us to try new things and constantly have fun.”
—Victoria Cook-Cranton, Annapolis Home Hardware Building Centre
Fostering Community
The Lawrie Group of Companies was founded when Robin and Beth Lawrie built Annapolis Home Hardware in 1982. Their son Rob and his wife Joanne purchased the store in 1999, and the couple continues to own and operate the family business.
Soon after taking over ownership, Rob and Joanne had their eye on growing the business, expanding from their first location to seven stores. Through it all, Cook-Cranton says the business has remained a community staple because of its knowledgeable staff and great customer service offered at all locations.
“Our town has less than 500 people,” Cook-Cranton says. “They know when they come to any of our stores that our staff is going to be able to help them with their projects.”
Along with being the No. 1 place for locals to find products to tackle a variety of home improvement needs, Cook-Cranton says the team focuses on maintaining a strong presence in the community through memorable events, including festivals and parades,
charity golf tournaments, theater events and events designed for kids.
One way the team has found success connecting with their customers is by hosting the same events year after year, like their kid’s Halloween party or storytime with Santa, giving customers something to look forward to.
“Our Halloween and Christmas holiday events have been going on for many years now. They are so much fun for the staff and families in the community to participate in,” she says. “Our staff dresses up and gets in the holiday spirit, and our customers look forward to both events every year. They love to share their favorite memories when they shop at our store.”
The store also hosts garden parties, ladies’ nights and cooking demos. In recent years, they have used social media to spread the word about events and showcase the fun.
“Our social media presence allows us to try new things and constantly have fun,” Cook-Cranton says. “In addition to highlighting events, the entire team finds creative ways to engage with our customers.”
A few ways the team has experimented with engaging with customers on social media is by having the staff create commercials to promote products and hosting Christmas contests online. To take their social media and local presence to new heights, Annapolis Home Hardware even hired a marketing coordinator to focus on their social media presence.
“We get a lot of engagement on Facebook from posts featuring our staff members,” Cook-Cranton says. “Now that we have an employee dedicated to managing our social media, we can continue to connect with our customers even when they’re not physically in the store.”
Continuing Education
Over the course of Cook-Cranton’s nearly 20-year career in the home improvement industry, she has looked for opportunities to teach others and also learn and improve herself.
Her introduction to education in the industry began when she took the North American Hardware and Paint Association (NHPA) training courses offered through her wholesaler.
“When I first started, I used NHPA’s courses,” she says. “When I was the training manager years later, I loved using the online courses to train our staff.”
To further her education and knowledge in the industry and grow as a leader, Cook-Cranton, along with one of her colleagues, enrolled in NHPA’s Retail Management Certification Program (RMCP).
When she began the course, she had three years under her belt as the floor manager. She says the class allowed her to step away from the day-to-day tasks of the business and spend time working on her management skills among her peers.
“My experience learning with RMCP was fantastic,” Cook-Cranton says. “The program changed how I lead
FESTIVE FUN
The team at Annapolis Home Hardware has made holiday-themed events something no local family wants to miss. The staff dresses up and decorates a company truck to get in the holiday spirit.
others and how I look at our stores. It really helped me craft the vision of what type of leader I want to be.”
Cook-Cranton says the team at The Lawrie Group understands that the industry is constantly changing and it’s vital to keep up with those changes to grow. The company currently has two supervisors taking NHPA’s Foundations of Leadership program to continue to strengthen its business and the employees within it.
“It’s great to be a part of a company that supports its employees and wants them to continue to learn and grow,” Cook-Cranton says. “I’m happy to see others find new ways to improve the business as a team.”
For Cook-Cranton, what she loves about the home improvement industry is that it is always changing.
“There is not a day that goes by that I don’t learn something new and then have the opportunity to help someone else with that knowledge,” she says.
“There is not a day that goes by that I don’t learn something new and then have the opportunity to help someone else with that knowledge.”
—Victoria Cook-Cranton, Annapolis Home Hardware Building Centre
Through it all, Cook-Cranton says she can rely on the lessons she’s learned over the years, formally and while on the job. She knows she has the support of the Annapolis Home Hardware staff, who have become another family to her.
“I may be biased, but we have the best staff,” she says. “I consider myself blessed to be surrounded by such great people who truly care about each other, the business and the customers who come into our store.”
Canadian Updates
Get the latest headlines about the Canadian home improvement market at hardwareretailing.com/canada-q3
Canadian Market Report
Each quarter, Hardware Retailing checks in with the editorial team at Hardlines, a Canadian publication focused on home improvement industry trends. In this installment, learn about the challenges Canadian retailers are facing, from supply chain interruptions to wildfires to technology. For more Canadian home improvement market news, visit hardlines.ca.
Canadian Dealers Face Challenges Despite Record Year
t seems like there’s a light at the end of the pandemic tunnel. Events are starting back up, activities are returning, but we can’t get too excited yet. Depending on the province, restrictions may be minimal, but that can all change in a heartbeat. This comes on the heels of an already buoyant business climate for dealers. According to the 2021 Hardlines Retail Report, 2020 growth by hardware and home improvement dealers in Canada set a record. The sector faced a year of unprecedented sales activity under COVID-19 in 2020, which resulted in an average sales increase of more than 15 percent from all stores measured in the survey. Yet, the industry still has some large challenges. For many, difficulty getting product is at the top of the list. These days, supply chain challenges are a continued threat and shortages are expected well into 2022.
While delays overseas have been the biggest concern in the supply chain, dealers have faced further complications domestically. Lumber prices just started to decline after a year of inflation as sawmills caught up with demand. But wildfires throughout the country have posed a challenge for
supply chains. At one point, some 300 fires were blazing in western Canada, and northern Ontario saw more than 150 wildfires this summer, which is unusual for the province. The wildfires in British Columbia left a big dent in the lumber industry.
Another challenge I have noticed for the home improvement industry is how it struggles with adapting and modernizing. As technology grows, the industry still doesn’t seem to embrace innovation. Some companies have pushed innovation, ranging from launching apps to connect with pro customers to implementing crucial e-commerce advances. While these examples of innovation are out there, we’ve found that many dealers are woefully behind with technology.
Bernie Owens, president and CEO of TIMBER MART, agrees. One area he has seen his dealers struggle with is cybersecurity. He believes all dealers must stay on alert to avoid being hacked or becoming a victim of ransomware.
“I encourage all businesses, regardless of who you are, whether you’re a small business or a large business, to keep cybersecurity training top of mind and give your employees the knowledge they need to help protect the business,” says Owens.
Christina Manocchio Editor, Hardlines
PODCAST Tuning In
Hardlines podcasts focus on the latest home improvement trends. Review recaps of recent episodes with Canadian retail leaders here, and visit hardlines.ca to stream them in full.
MOVING FORWARD
Sexton Group VP Shares Outlook As Covid Restrictions Ease
Eric Palmer, vice president and general manager of the Sexton Group, discusses how people are spending their money as more sectors open up.
Sexton’s members include more than 400 dealers across the country. They are strong in LBM and include some large commodity lumber dealers and gypsum specialty dealers.
MANAGING PEOPLE & PRODUCTS
TIMBER MART CEO on Supply Chain, Hiring
Bernie Owens, president and CEO of TIMBER MART, shares some observations about the larger issues facing the retail home improvement industry.
The importance of a buying group, and the necessity for size, is greater than ever before, says Owens.
“An independent dealer should be looking at a buying group that offers critical mass to the vendor community,
HOMETOWN HEROES
New Canadian Football Team Owner Is a Lumberman At Heart
Futura Corp. owner Amar Doman, whose holdings include CanWel Building Materials, one of Canada’s leading LBM wholesalers, is the new
Sexton dealers wonder whether spending will continue in the home improvement sector as society opens up and people are able to spend money on other things. Will travel and events cut into the discretionary dollars that people have been spending on their homes?
Palmer says his members remain largely positive about the continued health of the economy. However, “we're starting to hear from some of our very large vendor partners that, for some of them, retail is slowing down a little bit.”
As LBM prices have eased, so has demand. Palmer also notes that as lumber prices have eased, so has demand, and many yards have “mountains of treated lumber.” But, he adds, demand remains high for many products that supply the building sector.
significant volumes, buying power and LBM distribution to assist when they have stockouts,” Owens says.
He says independents can react to their local markets more quickly than a big chain can, but a major concern for these retailers is supply chain security. Over the past 16 months, maintaining supply has been crucial for all dealers, and Owens only expects this situation to worsen in the coming months.
Dealers face new challenges as they attempt to manage their inventories amid rising prices. Costs have to be weighed against long lead times as supply is squeezed. Another concern for Owens’ dealers—and one that retail is facing more widely—is the importance of attracting people to work in their stores and to be part of this industry.
owner of the Canadian Football League’s BC Lions. Doman is open about his passion for football—and for the deal itself.
“I’ve been a fan for a long time, since I was a kid,” Doman says. “I’ve been working on this for over six years.”
He says the team needs a boost provided by the attention of a local owner. He talks about the need for a strong sports presence for the province—and especially as a positive influence for young people.
“For British Columbia, having a local owner here for the team was important,” he says.
COLD HARD FACTS ON AC
Use these datapoints to help your customers better manage their HVAC and air conditioning systems and establish yourself as a helpful resource.
The average lifespan of an air conditioner unit is 15 to 20 years.
Filters should be changed every 3 months to avoid air quality issues.
Switching to a high-efficiency unit reduces energy use by 20 to 50 percent
The Products DIYers Need
Installing or repairing an air conditioning unit is best left to the professionals, but your DIY customers can still take steps to keep their equipment in working order. Here are some of the products you can sell and tips you can share to encourage regular maintenance.
Filters. One size does not fit all when it comes to HVAC filters. Note each customer’s filter size in your customer management system so you can easily look up what they need when they come in for a replacement filter.
Performing annual maintenance can make an air conditioner last 40 percent longer.
Programmable thermostats save homeowners up to $180 per year.
Sources: National Association of Home Builders, More New Homes Built with Air Conditioning; Census Bureau, Survey of Construction; Home Improvement Research Institute, Product Purchase Tracking Study 2020; and Energy.gov, Energy Saver
Cleaning products. A simple solution of warm water and dish soap keeps outdoor AC coils clean. Merchandise dish soap and spray bottles near your HVAC products with signage explaining this how-to.
Yard tools. Rakes and gloves can be an essential part of air conditioner maintenance. Educate homeowners on keeping the area around their outside condenser unit free from debris like leaves and dirt.
OUTREACH
Share Your Stories
Send your merchandising tips, event recaps, employee morale boosters and other stories to editorial@YourNHPA.org CHECKOUTS
Cups of Joe for Customers
Luckily for hungry customers who are shopping at Paint Perfection in El Campo, Texas, they can grab a bite to eat and a coffee while they’re in the store.
OWNER MOLLI BODUNGEN wanted to creatively use her paint store’s space and add an amenity for customers. So, she built a coffee bar, added a sandwich station with a panini press and began selling drip coffee, espresso drinks, cinnamon rolls, hot soups and sandwiches out of The Coffee Bar at Paint Perfection.
Sales went up 30 percent the first year as local DIYers dropped by to get coffee and discover their new coffee shop primarily sells paint.
Then Bodungen noticed her loyal contractor customers started avoiding the store around lunchtime because they couldn’t find parking during the lunch rush. Her solution was to open Molli B’s, a standalone restaurant across town. She kept the coffee bar at Paint Perfection, but now only offers Grab & Go items and pastries at the paint shop.
The new arrangement has kept contractor customers happy while allowing the in-store coffee bar to continue attracting the DIYers who didn’t previously shop at Paint Perfection.
“We have built a relationship over coffee and they trust me with their paint,” Bodungen says.
The coffee shop and sandwich bar in Paint Perfection in El Campo, Texas, draws in both DIY and contractor customers looking for a coffee drink or sandwich to go while they shop for paint products.
Revving Up at the Store
Harrison Paint Co. in Bossier City, Louisiana, hosts a car show in its parking lot that attracts big crowds.
Owners Chris and Bridget Hamm say the original idea was to organize a car show in 2015 to draw attention to the store’s grand opening. The business is located in a shopping center along a major street, so their hope was that future customers would notice the parking lot full of cool cars and stop by.
Bridget chose a nonprofit organization to donate the proceeds from the car show to and invited car fans to display their vehicles in front of the shopping center. She was expecting maybe 20 participants, but instead car buffs showcased more than 80 cars.
The car show is now a popular annual event, and other business owners in the shopping center participate and promote their services.
“It increases visibility. People come to the show and then come back to shop,” Bridget says.
Robin Hanson, founder of Roblynn Home Hardware, carved and painted the store’s 2-ton wildlife pole, which depicts 34 native New Brunswick animals.
MERCHANDISING
Floor-to-Ceiling Art
Roblynn Home Hardware & Home Furniture in Oromocto, New Brunswick, has a two-story building with an open layout that allows shoppers to see to the top of the 40-foot ceiling from nearly anywhere in the store.
In the middle of the salesfloor is a wooden pole carved with 34 native New Brunswick animals and painted in vivid colors that reaches from the first floor almost to the ceiling. Robin Hanson, who founded the store in 1977, carved and painted the 2-ton chunk of white pine and had it installed by crane prior to the roof going on the building.
The unusual floor plan and wildlife pole amaze shoppers and provide a unique in-store experience, according to company president Tanya Hanson Rocca. “We have people who stop and say, ‘Whoa,’” Rocca says.
MARKETING
Learning With TikTok
The staff at Ace Hardware South Fulton in South Fulton, Georgia has been experimenting with the store’s TikTok account in an effort to increase local awareness about the business and has found a wider audience than expected.
In fact, a TikTok video of a store employee cutting a key featuring the Black Panther movie character attracted more than 143,000 views. And videos of the store’s paint mixing machine in operation regularly get hundreds of views.
The store opened in April 2020 and co-owner Charlston Austin sees videos on platforms such as TikTok as offering opportunities for growth.
“They give people a little bit of awareness about us and buildouronlinepresence ” hesays build our online presence,” he says.
Harrison Paint Co. hosts an annual car show in the store’s parking lot to increase awareness of the store.
DanTratensek,1025E54thStreetIndianapolis,IN46220
MelanieMoul,1025E54thStreetIndianapolis,IN46220
LAST WORD
INDUSTRY EVENTS
More From the Top Guns
Head to YourNHPA.org/conference for more insights from these industry innovators at the NHPA All-Industry Conference.
Mike BrackIn OWNER
HomCo Lumber & Hardware Flagstaff, Arizona
Ian McNaughton OWNER
Gravenhurst Home Hardware; Parry Sound Home Hardware; Bancroft Home Hardware Ontario, Canada
Greg Templeman PRESIDENT
Sunpro; 15 locations Utah and Idaho
AWARDS
5 Quick Questions
WITH THE 2021 TOP GUNS
Q: How do you spend your free weekends?
Mike Brackin (MB): Golf or taking our boat out to Lake Powell in Utah.
Ian McNaughton (IM): We are blessed with four kids ages 16 ½ to 9, and we also raise cattle on our farm. If there is a free weekend, it’s spent at the hockey rink or at a cow show.
Greg Templeman (GT): At home working and playing in my yard with my family.
Q: Who was your favorite teacher you ever had and why?
MB: Probably MaryLou Taylor, my third grade teacher. She believed in me.
IM: Jeff Norbury, the man who hired me into Mitel. He taught me about ethics, how to manage people and how to treat people, which helps me every day in my stores.
GT: Dr. Allen Sens, my political science professor. He introduced me to the complexity of international relations.
Q: What’s one word your friends use to describe you?
MB: Generous.
IM:I sent an email to my friends and I was really humbled by their answers. They said: loyal, committed, integrity, sincere, ambitious and confident.
GT:Two words: loud laugher.
Q: What’s one thing you need on a deserted island?
MB: My wife. For 29 years, she’s made me laugh like crazy. Plus, she keeps me healthy.
IM: A helicopter. Or good craft beer and my family and friends.
GT: Fresh water.
Q: If you weren’t in hardware, what would you be doing?
MB: The one thing I wish I could do would be importing products from overseas. Learning that game would have been fun.
IM:I would be part of the Royal Canadian Mounted Police force or a teacher. I really like the opportunity to teach and coach.
GT: Teaching history.
Rome, NY
Post Falls, ID
Hurricane, UT
Kilgore, TX
Sikeston, MO
Tifton, GA
Inwood, WV
London, ON Canada
Rome, NY
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