Issuu

Serving Hardware, Home Center & Building Material Retailers

10 ISSUE

Celebrating 10th Street 46 What’s the Deal With IKEA and More...in Lists of 10 56 10 Tailgate Surprises 110

VOLUME 213 • ISSUE 4 • OCTOBER 2017 • HARDWARERETAILING.COM

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A Supportive Partner Orgill Helps Us Be Successful in Our Business

“Our Orgill sales representative helps us find the Orgill programs that best fit our specific needs and makes sure we don’t miss any special buying opportunities.” Tyrus Kawashima l Hardware Hawaii, Hawaii l An Orgill customer since 2004

The Personal Touch

Market Buying Opportunities

“We know people at all levels of the company.

“The Dealer Markets are the best places for us to look

Joe Orgill. Where else can you get that kind of

special buys at the Markets that allow us to save even

When I go to the Markets, I can shake hands with personal relationship in a company?”

for new products. There are also a lot of incentives and more, and we take full advantage of those.”

Customized Order Quantities

Totally Independent

“With Orgill, we can order one or two pieces at a time.

“Orgill allows us to be totally independent, which fits with

our stocking and reduces our need for a lot of warehouse

and buy the products that work best for us. They never

We don’t have to order by the case. This helps us with space. Deliveries are always right on time.”

our business model. They allow us to use the programs

try to get us to use something that wouldn’t work for us.”

For more information about how Orgill can help you grow your business, contact us today! 1-800-347-2860 ext. 373 • information@orgill.com • www.orgill.com • Orgill, Inc. P.O. Box 140, Memphis TN 38101-0140

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9/20/17 3:50 PM

Explore all your health insurance options. Finding affordable group health insurance can be challenging. We’re here to help. Designed with independent retailers in mind, NRHA Health Insurance offers solid benefits at an affordable rate.

10 ISSUE

Celebrating 10th Street 46 What’s the Deal With IKEA and More...in Lists of 10 56

What’s your plan?

10 Tailgate Surprises 110

Get a quote today. Offering health, dental, eye and life insurance coverage, NRHA has a variety of plans available. What are you waiting for? Contact us today at cbigi@msn.com, or call 888-201-7408.

VOLUME 213 • ISSUE 4 • OCTOBER 2017 • HARDWARERETAILING.COM

Bob Chiesa | President & CEO | Custom Benefits Insurance Group Inc. FOR MORE INFORMATION, GO TO CBIGI.COM/NRHA-PROGRAM

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Make Mondays Matter

INDUSTRY NEWS

OPERATIONAL TIPS

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Get your week started off right with the Hardware Retailing newsletter, which is packed with the latest industry news, retailer stories and association updates. Sign up now to get the newsletter delivered to your inbox every Monday. To subscribe to the newsletter, visit hardwareretailing.com/subscribe.

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OCTOBER SPONSOR “The State of Independents Conference gives retailers new windows to see how they can grow their business and meet their customers’ changing needs, not fight the change.”

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Strengthen Your Position Attend the 2017 State of Independents Conference on Dec. 7 in Chicago to discuss the unique challenges and opportunities facing independent home improvement retailers. The daylong conference will include presentations of brand new industry research and four panel discussions led by high-performance independent retailers. The event is absolutely free for retailers to attend, but seating is limited.

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Serving Hardware, Home Center & Building Material Retailers

10 ISSUE

Celebrating 10th Street 46 What’s the Deal With IKEA and More...in Lists of 10 56 10 Tailgate Surprises 110

VOLUME 213 • ISSUE 4 • OCTOBER 2017 • HARDWARERETAILING.COM

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NEXT MONTH

Get the Scoop on ‘Scaping

n the November issue we debut the 2017 edition of the Employee Compensation Study, and we look forward to spring with a lawn and garden Category Spotlight. The survey data, collected from hardware stores, home improvement centers and lumberyards, shows you if your pay structure is on par with industry averages. Take some time to review and ensure

you are a competitive employer while still maintaining crucial margins. Also in November, we explore the eco-friendly side of petscaping, birdscaping and beescaping in the lawn and garden category. Help your nature-inspired customers think green when they are planning for their pets and other lawn and garden visitors next spring.

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October 2017 | HARDWARE RETAILING

Headquarters Staff PUBLISHING EXECUTIVE VICE PRESIDENT AND PUBLISHER Dan Tratensek

COMMUNICATIONS DIRECTOR OF COMMUNICATIONS Whitney Daulton SPECIAL PROJECTS EDITOR Liz Lichtenberger

136 N. Delaware St. #200 Indianapolis, Indiana 46204 Phone: 317-275-9400 Fax: 317-275-9403 Email: nrha@nrha.org Website: nrha.org HEADQUARTERS STAFF PRESIDENT AND CEO Bill Lee COO Bob Cutter DIRECTOR OF FINANCE AND BUSINESS SERVICES David Gowan

MEMBER SERVICES TRAINING MANAGER Jesse Carleton, 317-275-9418, jcarleton@nrha.org MEMBER SERVICES AND COMMUNICATIONS COORDINATOR Hilary Welter, 317-275-9435, hwelter@nrha.org MEMBER SERVICES AND MEETING COORDINATOR Kamille Stokes, 317-275-9419, kstokes@nrha.org MEMBER GROWTH AND DEVELOPMENT MANAGER Marci Taschler, 317-275-9421, mtaschler@nrha.org EVENT MANAGER AND RETAIL SUPPORT Katie McHone-Jones, 317-275-9426, kmchone-jones@nrha.org

RETAIL LEADERSHIP INSTITUTE

FEATURES EDITOR Melanie Moul PROFILES EDITOR Renee Changnon ASSISTANT EDITORS Kate Klein Chad Husted Todd Taber SENIOR DESIGNER Lynnea Chom

WEB DEVELOPER Kevin Trehan

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

CIRCULATION CIRCULATION DIRECTOR Richard Jarrett

CIRCULATION/SUBSCRIPTION/ LIST RENTAL INQUIRIES PHONE 314-432-7511 FAX 314-432-7665

SALES/NRHA VENDOR PARTNER

DIRECTOR OF RECRUITMENT Tom Marcum, 317-275-9430, tmarcum@nrha.org

MIDWEST REGION MANAGER Tony Sarantakis, 404 Afton Circle, Barrington, IL 60010; 847-934-9515, Fax: 847-934-2494, tonytakis@aol.com

STATE AND REGIONAL ASSOCIATIONS MIDWEST HARDWARE ASSOCIATION John Haka, 2301 Country Club Drive, Suite A, P.O. Box 8033, Stevens Point, WI 54481-8033; 715-341-7100; 800-888-1817; Fax: 715-341-4080 PACIFIC NORTHWEST REGION Ronald F. Moore, 3857 Wolverine NE, Suite 20, Salem, OR 97305 (UPS, FedEx); P.O. Box 17819, Salem, OR 97305 (U.S. Mail); 503-375-9024; Fax: 503-375-7980; AK, ID, OR, WA SOUTHWESTERN REGION Jeff Flora, 638 W. 39th St., Kansas City, MO 64111; P.O. Box 419264, Kansas City, MO 64141; 816-561-5323; Fax: 816-561-1249; AR, KS, LA, MO, NE, NM, TX

Retailer participants complete a business improvement project throughout the program, which helps them focus on their business and creates opportunities to learn from other independent retailers. For more information about RMCP, visit nrharmcp.com.

GRAPHIC DESIGNER Kelsey Truex

NATIONAL SALES MANAGER Lowell Huffman

NRHA CANADA Michael McLarney, 528 Queen St. E., Toronto, Ontario, Canada M5A 1V2; +1 416-489-3396, mike@hardlines.ca

The North American Retail Hardware Association’s Retail Management Certification Program (RCMP) is a college-level management course designed for retailers who are nextgeneration leaders in their independent home improvement businesses.

MULTIMEDIA DESIGNER Graeme Haase

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

NRHA CANADA

What’s Your Business Improvement Plan?

WEST/MIDWEST REGION MANAGER Chris Miller, 506 Citadel Circle, Westmont, IL 60559; 630-234-3272, Fax: 847-934-2494, chris@millermediainc.net WEST REGION MANAGER Jon Dawson, 136 N. Delaware St. #200, Indianapolis, IN 46204; 317-275-9420, Fax: 317-275-9403, jdawson@nrha.org NORTHEAST REGION MANAGER Jason Harper, 136 N. Delaware St. #200, Indianapolis, IN 46204; 317-275-9414, Fax: 317-275-9403, jharper@nrha.org GREAT LAKES REGION MANAGER Bill Mancuso, 136 N. Delaware St. #200, Indianapolis, IN 46204; 317-275-9424, Fax: 317-275-9403, bmancuso@nrha.org SOUTHEAST REGION MANAGER Nick O’Connor, 136 N. Delaware St. #200, Indianapolis, IN 46204; 317-275-9409, Fax: 317-275-9403, noconnor@nrha.org CANADA John Magner, 500 Queens Quay W., #101 W. Toronto, Ontario M5V 3K8; 416-598-0101 x220, Fax: 416-598-9191, jmagner@yorkmedia.net

“Presenting my project and seeing the other presentations from my classmates showed all the great ideas we applied from what we learned. Even now, we stay in touch and continue to bounce ideas back and forth.” —Alyssa Tolzda, Modern Home and Hardware RMCP Alum, Fall 2015

NRHA MISSION

The North American Retail Hardware Association’s (NRHA) mission is to help independent hardware stores, home centers and lumberyards, regardless of wholesale affiliation, become better and more profitable retailers. NRHA BOARD OF DIRECTORS CHAIRMAN OF THE BOARD Megan Menzer, Newton’s True Value, Cherryvale, Kansas EXECUTIVE VICE CHAIRMAN T.J. Comstock, Northwest Hardware, LLC, Billings, Montana DIRECTORS Greg Schlecht, Greg’s True Value, St. Francis, Wisconsin Daniel Harris, Palos Ace Hardware, Palos Heights, Illinois; Lemont Ace Hardware, Lemont, Illinois Will Aubuchon, Aubuchon Hardware, Westminster, Massachusetts Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina

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

David Dishke, Grand River Home Hardware, Caledonia, Ontario

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

Steve Fusek, Fusek’s True Value, Indianapolis

POSTMASTER: Send address changes to Hardware Retailing, P.O. Box 16709, St. Louis, MO 63105-1209. All editorial contents copyrighted 2017 by the North American Retail Hardware Association. No editorial may be reproduced without prior permission of the publisher. REPRINTS: Contact the Editorial Department at 317-275-9400 for price quotations. Printed in the USA.

HARDWARE RETAILING | October 2017

SECRETARY-TREASURER Bill Lee, NRHA President and CEO IMMEDIATE PAST CHAIRMAN James Cabirac, Kief Hardware, Cut Off, Louisiana

Perry Hahn converted to Ace six years ago and his business has kept its unique character while generating impressive numbers that drive real growth.

Gross Profit Dollars

Average Transaction

Let Perry tell you all about it. Perry.Hahn@HahnHardware.com

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Free Initial Inventory* 5% gross profit improvement in year one Lowest cost of goods – We can prove it!** * Incentive varies by store. Format/size are based on Discovery recommended products and quantities. Incentive given as a credit, not as cash or a loan. **Ace 2015 Retail Financial Report, Profit Planning Group. Based on comparison to competitive suppliers.

myace.com 630.990.6900 TXT

27_13983_0817

Contents OCTOBER 2017 | VOLUME 213 | ISSUE 4

98 CATEGORY SPOTLIGHT

No Tricks, Just Treats for Tailgaters Football fans are serious about tailgating, and your operation probably stocks products that these fans need to celebrate before the big game. To help you prepare to serve your customers’ fandom, Hardware Retailing checked out an Indiana University tailgating event and spoke to a tailgater and a retailer in Bloomington, Indiana, about the essentials you can offer to meet the needs of this fervent customer base.

RETAILER PROFILE

10th Street Hardware Turns 10

In just over 10 years of operating under its current owners, 10th Street Hardware has evolved with its surrounding community in Philadelphia. The store has successfully rooted itself as a staple in its neighborhood, and owners Steve DeShong and Troy Usnik are looking to replicate that success in a second store with a new model.

Departments

56 OPERATIONS

The 10 Issue What’s so great about the number 10? It’s easy to divide with and multiply by (even if you still need to use your fingers and toes to help sometimes). The number 10 was also the inspiration for this pack of 10 lists that covers best practices to help you better manage your business, your employees, your customers and other operations elements that are part of running an independent home improvement business.

THE

10 ISSUE

06 . . . . . . . . . . . . . . . . . On the Web 08 . . . . . . . . . Independent Thinking 10 . . . . . . . .Taking Care of Business 12 . . . . . . . . . . . . . . . . NRHA News 20 . . . . . . . . . . . . . . . . . . . . . Trends 22 . . . New Products by Industry Edge 32 . . . . . . . . . . . . . . . . . . Checkouts 106 . . . . . . . .Newsmakers/Calendar 110 . . . . . . . . . . . . . . . . . Last Word

On the Cover Owner of 10th Street Hardware in Philadelphia, Steve DeShong, sets his sights on the next decade for his business . NRHA photo by Raymond Moul

HARDWARE RETAILING | October 2017

The new Command Series

END HOOK

Performance that fits your hand.

MAG HOOK

GRIPS 360 10 FOOT

25%

STANDOUT * NYLON LIFE

COATING IMPROVED

DUAL

LEGIBILITY

More Innovative Tools From CGS4PCSET

More Grip at the Tip New Diamond Tip Screwdrivers

■ Size markings on ends of handles

On the Web

MARKETING

Understanding and Implementing SEO If search engine optimization (SEO) isn’t a part of your vocabulary, it’s time to dig in to learn how you can use this marketing tool to drive more traffic to your company’s website. We’ve compiled a list of resources from experts on the topic at TheRedT.com/seo-roundup. MARKETING

Do You Know How to Engage With Gen Z? Just when you finally get the hang of communicating with millennials, Generation Z arrives. Gen Z is the next generation of home improvement shoppers, and they spend a good share of their time engaging with their favorite brands online and through mobile apps. Find out how you can ensure your business is primed to capture this tech-savvy consumer base at TheRedT.com/gen-z-shoppers.

PRODUCTS

10 Impulse Items Your Customers Want You’re likely already selling traditional impulse items. However, you may be able to kick it up a notch. We talked to retailers to hear what impulse items are hot in their stores, and compiled a list of 10 unique products sure to catch customers’ attention. Check it out at TheRedT.com/impulse-items.

This series of quick lessons on topics such as selling skills, merchandising, product knowledge and operations is made for all employee levels. Visit nrha.org/freetraining to download this month’s lesson, listed below. Tips for Add-On Selling Are you tactful in your efforts to improve average transaction size? Train your staff to suggest add-on items to customers. Download the PDF to provide them with quick tips.

PRODUCTS

Dan Tratensek Presents: Products to Help Keep Things Clean Hardware Retailing publisher Dan Tratensek is here to help you discover the latest product innovations on the market. In the video at TheRedT.com/clean-products, Tratensek exposes his inner neat freak by highlighting three cleaning products. 6

HARDWARE RETAILING | October 2017

SOCIAL MEDIA LINKS

@hardwareretail facebook.com/HardwareRetailing

Independent Thinking

Let’s Start With FREE

“If you don’t have

a training program because you don’t know where to start or think it may be too expensive, your association has a low-risk solution, and it’s FREE.

”

f you could improve your employees’ performance just a little, would it matter? I’d like to share with you a few numbers from the 2017 NRHA Cost of Doing Business Study. The typical (median) hardware store does more than $1.8 million in sales, has about 10,000 square feet of selling space and an annual customer count of 86,162, with an average transaction of $22. The top-performing quartile of stores does about $2.2 million in sales in just over 9,100 square feet, with an annual customer count of 75,236. This top quartile group has an average ticket of $30. Now, I concede that location can affect customer count, although there are ways retailers can grow their count. But transaction size can be highly influenced by your team on the salesfloor. If you’re a typical store, you have almost 90,000 chances a year to grow it. Improving your team’s sales abilities even a little can make a big difference. Let’s suppose you do nothing to build traffic counts, but you grow your average ticket by just two dollars. You’ve just grown revenue by $172,324 and your gross profit by a whopping $72,893 (at the 42.3 percent typical store gross margin rate). It appears a small investment in improving your sales team might be worth it. We’re not trying to persuade you to buy something from NRHA. We’d like to try to persuade you to try something FREE! If you don’t have a training program because you don’t know where to start or think it may be too expensive, your association has a low-risk solution, and it’s FREE. Over the past two years, the NRHA staff has created a wealth of free employee training resources that are all available online. Now, you may say that nothing is ever free, and we’ll agree that it may take a little of your time and effort, but you won’t have to write any checks to get going. Here’s how to get started. Visit nrha.org, and at the top of the homepage, you’ll find a tab called Free Training. Click on this tab, and you will find nearly 50 short training lessons covering topics such as selling skills, merchandising, product knowledge and operations. Each lesson can be studied individually or can be used as the basis of a quick training class at employee meetings. Each lesson also has trainers’ notes to get you started. There is also a 21-page Train the Trainer Guide, which will help you understand how to structure your program and keep it going. If you’re an owner reading this, you may not have the time to take on another initiative like starting a training program. These free resources from NRHA provide an ideal opportunity for one of your up-and-coming employees or an assistant store manager. Let them know you trust them and are counting on them to help you develop your employees’ skills. They will appreciate the responsibility, and it will be a great opportunity for them to show their stuff. Of course, NRHA also offers a range of additional training modules and educational programs for additional costs. These programs are intensive and valuable, and I would encourage all retailers to explore the full range of programs we offer. But if you’re looking for a place to start, why not start with the no-cost options? We also can’t miss the opportunity to point out one more FREE training tool— Hardware Retailing magazine. Don’t leave this magazine on your desk; it’s full of great merchandising ideas, retail best practices and product knowledge to share with your staff. Pass it around, make copies and cut out pages. Make it your No. 1 source for powerful new training tips every month. We’d also be happy to send every employee in your business a digital edition of this magazine—FREE!

Bill Lee, President and CEO

blee@nrha.org

HARDWARE RETAILING | October 2017

Taking Care of Business

Becoming a Perfect 10

ou may have noticed something a little different about this issue of Hardware Retailing. That’s right, once again we are marking the month of October with our official 10 Issue. This issue celebrates the 10th month of the year with a wide range of easy-to-read top 10 lists on everything from retail operations to quirky life lessons you can apply to your business. An easily digestible issue jampacked with ideas will be simpler for you to read as you prepare for the holiday rush and plan your 2018 budgets. So, without further pontification, and to take part in the 10-fueled fun, I give you…

10 Habits of High-Performance Home Improvement Retailers 1. Know your numbers. Every year, NRHA publishes its Cost of Doing Business Study, which features detailed financial information for average and high-profit home improvement retailers. Do you know where your store stands against these averages in key performance indicators? 2. Establish a training program (for real). Best-in-class retailers understand that their employees are the primary way to differentiate their operations from the competition, so they offer ongoing training to everyone.

“Sometimes the

difference between a business being highly successful and just getting by is the willingness of managers and owners to go that extra step to earn business, respect or loyalty.

”

3. Don’t believe your own hype. So you claim to have the best customer service or think you’re more convenient than the competitors? Give yourself a reality check by asking for feedback from both your customers and noncustomers, and use that feedback to improve. 4. Hire for attitude, train for knowledge. The biggest mistake I see retailers making is hiring someone simply based on their product knowledge but ignoring any personality flaws they might have. 5. Start thinking about succession… NOW! It doesn’t matter if you are 30, 40 or 50, you need to start developing a plan for how to pass your business on to the next generation of ownership. 6. Focus on transaction size first. The quickest way to drive top-line sales is to focus on increasing transaction size. Adding items of the week, training on suggestive selling and cross-merchandising can all impact this metric. 7. Be different. One of the biggest advantages you have as an independent is your ability to tailor your assortment, services and advertising to your market. Don’t squander this by looking like everyone else. 8. Be more than fair. Sometimes the difference between a business being highly successful and just getting by is the willingness of managers and owners to go that extra step to earn business, respect or loyalty. 9. Never stop learning. Successful retailers look for every opportunity to keep learning about their trade. They go to seminars, visit other stores, participate in roundtables, attend multiple shows and ravenously network. 10. Have a plan for growth. October is typically when most retailers budget for next year. Are you planning for growth? If so, how do you plan to achieve that growth? What steps do you want to take to improve your operation? Without a plan and a budget for it, you’re just hoping for the best.

Dan M. Tratensek, Publisher

dant@nrha.org

HARDWARE RETAILING | October 2017

Safety is all we do. And we do it well.

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NRHA News

Holiday Shopping Is Better When It’s Local

he 2017 Home Sweet Home Pros’ Edition from the North American Retail Hardware Association (NRHA) and Independent We Stand is a study that proves supporting local businesses is vital for local communities. The study found that when a pro customer shops at a local home improvement store, nearly twice as much money stays in their community than when they spend the same amount at a big-box competitor. The original Home Sweet Home Study, released in 2015, proved the same is true for DIY customers. You can spread this message all holiday season long with the Home Sweet Home Holiday Signage kit. Packed with everything a retailer needs to encourage local shopping during Black Friday promotions and the holiday

“With the new generation,

we have to reach out to them differently. The social media posts could be a good way to start that.

”

—Lori McKernan, retail manager, Home Center Supply

HARDWARE RETAILING | October 2017

selling season, the downloadable kit includes posters, shelf talkers, social media posts and infographics. Download the kit today at TheRedT.com/holiday-signage. Lori McKernan, retail manager at Home Center Supply in Payson, Arizona, knows how important teaching customers about the benefits of shopping locally can be. She used Home Sweet Home signage in her store. “When I have something I can print out and have my team distribute throughout the store, it makes a huge difference,” she says. “And when customers see the shoplocal message, it makes a big impression on them too.” McKernan says several of her customers commented on the signage. “They said they’d rather pay a little more to keep the mom and pops open and keep as much money in the community as possible,” she says. Her operation has a Facebook page, and she sees value in using the kit’s prewritten social media posts. “With the new generation, we have to reach out to them differently. The social media posts could be a good way to start that,” she says. Ultimately, McKernan believes the signage kit promotes a locally focused economy. “My DIY and contractor customers all made several comments about liking the signs, and I said, ‘Well, we all have to stick together, don’t we?’”

DRIVEN TO BE THE BEST.

DEFINED BY YOUR SUCCESS. At Do it Best Corp., we are Driven to Be the Best. Building on a 70+ year track record of Helping Our Members Grow and Achieve their Dreams, our drive is constantly fed by a do-it-yourself spirit and a desire to help independent home improvement businesses compete and win in their markets. This entrepreneurial spirit leads us to make the most of game-changing opportunities that beneﬁt our member-owners. With so much growth potential available, I’m excited to share the bold initiatives we’re implementing at Do it Best Corp. that are designed to fuel our members’ growth and drive their proﬁtability. In the coming months, we’ll introduce you to more of our industry experts and show you how we’re helping our members implement these winning programs. Simply put, when you succeed, we succeed. IT’S WHAT DRIVES US TO BE THE BEST. — Dan Starr, President & CEO

Call us today at 888-DO IT BEST (364-8237). independentsdoitbest.com

NRHA News

Evaluate Your Business With NRHA

Median Sales Per Customer Typical

$30

High-Profit

$30

hen was the last time you inspected the financial health of your business and how you compare to the average home improvement retailer? NRHA has recently released the 100th annual Cost of Doing Business Study to help retailers evaluate their businesses and make informed decisions for their operations. For this annual benchmarking study, NRHA compiles data from approximately 1,000 American independent home improvement companies. For information on how to obtain a copy of the study, visit TheRedT.com/2017-codb. The graphic to the right shows the average sales per customer at a typical versus high-profit hardware store. How does your business measure up? The study provides further details on this metric and many others. In addition to the study, NRHA has created additional resources to help you further evaluate your business and educate your staff on areas including increasing average transaction size, payroll and gross margin return on investment (GMROI). Those resources are available at TheRedT.com/codb-resources.

$25

$23 $22 $21 $20

$22 $21

$19 $20

$20

2013

2014

$18

$15 2012

2015

2016

Source: 2017 Cost of Doing Business Study, North American Retail Hardware Association

Retailers Profit From Management Course

Victor Lugardo, RMCP graduate from JC Licht in Chicago, presents his final project at NRHA’s Indianapolis headquarters.

HARDWARE RETAILING | October 2017

etailers from independent home improvement businesses across the country met in Indianapolis on Aug. 10 to attend their third and final course sessions of the NRHA Retail Management Certification Program (RMCP) and to present their final business improvement projects. RMCP is a six-month, college-level course that helps high-potential employees develop their leadership and management abilities. The program culminates with each student presenting a project designed to help make their operation more effective and profitable. “Even after the first visit, we saw dollars being added to our bottom line,” says Deanna Muller, owner of Muller True Value in Ferdinand, Indiana. Muller’s son, Cody, was one of the program’s newest graduates. “That doesn’t happen with every training program you send your employees to.” Adam Barden, owner of Vassar True Value in Vassar, Michigan, also appreciated the program for its innovative coursework and the connections that grew between students. “If you want to grow and make your business more relevant, RMCP is a huge value,” he says. “It’s a great decision. Our group meshed really well, and we made connections from the very first visit.” To learn more, contact Tom Marcum at tmarcum@nrha.org or 317-275-9430 or visit nrharmcp.com.

Evens “Mo” Mompremier – Packing Lead

Built in America. Believing in America.* STIHL believes in the power of American manufacturing and our employees are proud to help rebuild our economy one Americanbuilt product at a time. We also believe in local businesses and that’s why for 40 years we have only retailed our products through servicing dealers like yours. Because it’s

real people, STIHL people, who help make STIHL the number one selling brand of gasoline-powered handheld outdoor power equipment in America.* To become a STIHL dealer: STIHLusa.com/Dealer

*A majority of STIHL gasoline-powered units sold in the United States are built in the United States from domestic and foreign parts and components. “Number one selling brand” is based on syndicated Irwin Broh Research as well as independent consumer research of 2009-2016 U.S. sales and market share data for the gasoline-powered handheld outdoor power equipment category combined sales to consumers and commercial landscapers. © 2017 STIHL

NRHA News

Four Important Reasons to Engage on Social

ebsites, the magazine, mobile app, events—there are many ways to engage with Hardware Retailing and NRHA. However, there are a few things our social media channels offer that you can’t get anywhere else.

1. Interact with us in the moment. Do you ever have thoughts on articles you read on HardwareRetailing.com or in the magazine? On Facebook, you can leave comments on stories you’ve read and share thoughts with other retailers in the comments section. You can also retweet us to share articles with your friends, customers and fellow retailers.

2. Find past stories and resources. NRHA and Hardware Retailing regularly develop downloadable resources to accompany story packages in the magazine. While you may not remember to download them right away, we’re always circulating them on social media as a reminder. For example, remember the Termination Checklist you read about in the January issue of Hardware Retailing? Download it at TheRedT.com/termination-checklist.

3. See photos from dealer markets and NRHA events. If you want to be part of the action for NRHA events and dealer markets, follow along on Facebook! During dealer markets and events, we do our best to share photos and updates, and we always invite questions or comments regarding our events.

4. Share what’s important to you. We want to help you connect with your customers online. NRHA frequently posts shop-local themed graphics that you can easily share on your company’s social media pages. Additionally, we have a package of holiday-themed graphics, available at TheRedT.com/holiday-graphics, for you to post to your business accounts to celebrate with your customers.

Connect with us! Facebook • NorthAmericanRetailHardwareAssociation • HardwareRetailing Twitter • @NRHA_Official • @hardwareretail

Leading Technology at the Best Value

S L E

In response to users’ demand and market trends for more efficient POS paint equipment, HERO Products Group has added the A300 Series Automatic Colorant Dispenser and the S2650 5G Automatic Platform Shaker

Accuracy Repeatability Reliability A

URAC

PCP

Technology

HARDWARE RETAILING | October 2017

MIXING TECHNOLOGY

Self - Service Model

Multi-size Capabilities

15 minutes Pump Replacement

Quiet, Sturdy, Reliable

Up to 80 oz/min. Max Dispense

Reversible Door

Small Footprint

A300 Series Enhanced, smoother, and robust new frame for improved performance and self-maintenance capabilities

TECHNICAL SUPPORT NETWORK THROUGHOUT NORTH AMERICA

ELLIPTICAL

S2650 5G Automatic Platform Shaker

Full line of paint equipment

www.hero.ca

Health Insurance—What You Can Do Now

ealth insurance is a hot topic. Because the Jan. 1 renewal deadline is quickly approaching, NRHA spoke with Bob Chiesa, president and CEO of Custom Benefits Insurance Group Inc., to learn more about the current state of health insurance and how you can be prepared.

The Basic Overview Republicans in Congress attempted to pass a health care bill to repeal the Affordable Care Act (ACA or Obamacare), but failed to pass their bills and are back at the drawing board. As it stands, the following ACA rules are still in effect. • Every adult must have group or individual health insurance. • If a person is uninsured, they’re subject to the individual mandate penalty. The penalty amount for 2017 is $695 or 2.5 percent of income. The 2018 penalty is undetermined. • Employers with fewer than 50 employees are not required to provide health insurance. • Individuals can remain on their parents’ insurance plan until age 26.

What Should You Do Before Jan. 1? Research alternative options to determine if you’re getting the best rate possible. You may find that other programs are more affordable. Even if you’re not ready to switch providers, you could use the cheaper rates to negotiate a deal with your current provider.

Old

New

For over 40 years, Master Magnetics has brought you the most complete line of magnetic products to boost your in-store and online sales. Learn how attractive magnets can be for you at magnetsource.com/newlook or call 888.293.9190.

How Can NRHA Help? NRHA Health Insurance offers a variety of insurance options including health, dental, eye and life options to all independent home improvement retailers. “NRHA’s program is designed with retailers’ needs in mind,” says Chiesa. “This program may be able to offer lower rates due to the volume of retailers who have bought into the program.” NRHA Health Insurance is managed by Custom Benefits Insurance Group Inc., which automatically examines and markets all member plans on a yearly basis to determine that they’re getting the best rate. For more information, visit cbigi.com/nrha-program or contact Chiesa at cbigi@msn.com or 888-201-7408.

The Magnet Source® brand is a proven profit center with over 250 SKUs, trilingual packaging, customized planograms and free merchandising graphics.

Your Best Source in the Magnetic Field ™

October 2017 | HARDWARE RETAILING

“Since changing to Midwest Fastener, we’ve been putting the screws to the competition!”

Mark and Al Tomchek, Tomchek Ace Hardware, Waukesha, Wisconsin

For your very own fastener destination, contact Glen @ 800-444-7313 x 120

800.444.7313

fastenerconnection.com

Trends Consumer Confidence, Home Prices Rise

The Consumer Confidence Index rose to 118.1 this quarter, indicating consumers are optimistic about the state of the economy as tracked by their spending habits. Home prices also rose this quarter. In June, they reached the 64th consecutive month of gains. However, this may make it difficult for many Americans to buy their first home.

At a seasonally adjusted rate 6.0

Existing-Home Sales (in millions)

U.S. consumer confidence rose in the second quarter of 2017, showing a nearly 25 percent increase over year-to-year 2016 levels. Prices of existing home sales also continued to climb, buoyed by a June 2017 peak.

Existing-Home Sales

“Worsening supply and affordability conditions in many markets have unfortunately put a temporary hold on many aspiring buyers’ dreams of owning a home this year,” says Lawrence Yun, chief economist at the National Association of Realtors.

5.5

5.0

4.5

4.0

2016

2017

Months

Manufacturing and Consumer Confidence Show Growth Economic Metrics

Definition

Housing Starts (in thousands)1

The per-month average number of new residential single-family and multifamily homes that have begun construction, using seasonally adjusted rates.

Consumer Confidence2

The level of optimism that consumers express about the state of the economy, shown through saving or spending money.

Existing-Home Sales (in millions)3

The number of completed sales involving single-family homes at an adjusted annual rate.

Existing-Home Price (in thousands)3

The average of the median prices for all existing housing types.

Purchasing Managers’ Index (PMI)4

The health of the manufacturing sector based on measuring new orders, inventory levels, production, supplier deliveries and the employment environment.

Percentage Change

0.8%

1,165

94.8 118.1

24.6%

5.5

1.8% 5.6

$240 $254

5.8%

51.8

7.7% 55.8

Source: U.S. Census Bureau 1, The Conference Board 2, National Association of Realtors 3, Institute for Supply Management 4

HARDWARE RETAILING | October 2017

Q2 2017

1,156

All numbers are derived from April, May and June data.

Q2 2016

Left: Mike Matusek, owner of Shelbyville True Value.

FREEDOM TO RUN THEIR COMPANY THEIR WAY WITHOUT INTERFERENCE

FIRST QUARTER 2017 RESULTS

+43% MIKE’S BUILDING A SOLID FUTURE WITH TRUE VALUE ® Mike’s in the lumber business, so he knows how rough patches in the economy can affect his customers. “People have stress in their lives,” says Mike. “When they shop here, we keep the conversations light and add a little humor to brighten their day.” Keeping loyal customers happy is critical to the success of the 73-year old business. That’s why Mike and his brother Chris decided to return home to True Value®. “We looked at several factors,” says Mike. Name recognition was important, but I also like being close to the warehouse and getting multiple truck deliveries every week.”

“True Value offers a great product mix at competitive prices. Plus, we do a lot of volume in lumber, so quality materials are important.” “When we made the transition back to True Value, there were a few hiccups. But, that’s to be expected. Everyone was helpful, and overall things went smoothly.” Because of his relationship with True Value, Mike sees even greater possibilities in the future. “Sales have increased and there’s more walk in traffic. I expect something good to keep getting better.” Welcome home, Mike.

GROSS PROFIT DOLLARS

+29% GROSS SALES

+19% SALES TRANSACTIONS

+4%

LAWN & GARDEN

Mike Matusek proudly shares the results his business achieved as a member of our company. (Your individual results may vary.)

Brought to you by

A Joint Section Brought to You By Industry Edge and Hardware Retailing

2 One of the biggest advantages of attending the National Hardware Show® is discovering new products. The following items were selected for this joint section by Hardware Retailing magazine, the National Hardware Show and its weekly digital communication, Industry Edge. Check out these products featured at this year's Show and online in Industry Edge. For more items and trends, sign up for Industry Edge at nationalhardwareshow.com/industryedge.

HARDWARE RETAILING | October 2017

1. Cooling Neck Wrap

2. Bookcase Door

KOOLGATOR Cooling Neck Wraps are designed to help people stay cool through the process of evaporative cooling. The neck wraps snap securely around the neck and can be used anywhere it’s hot. Soak the wrap in water for all-day cooling. No ice or refrigeration is required. These cooling neck wraps are reusable.

The Murphy Door Flush Mount Hidden Door Package allows a doorway to also be a usable bookcase. The bookcase can support 300 pounds in daily use. It is available in a variety of woods, including alder, oak, maple, cherry, hickory and walnut. The door is available either assembled or ready for the user to assemble.

Koolgator 208-342-2535 or kooglator.com

Murphy Door 888-458-5911 or themurphydoor.com

Join the Industry Edge Mailing List Receive new product trends, retail insights and tips delivered to your inbox weekly. Sign up at nationalhardwareshow.com/industryedge.

4 3. Work Boots

4. Squirrel-Proof Bird Feeder

The Airgo™ ultra-lightweight EVA boot is built for comfort. These boots are waterproof and 70 percent lighter than other rubber and PVC boots. Tiny air bubbles self-insulate, keeping feet warm in the cold and cool in the heat. They are ideal for farm and agriculture, lawn and garden and other general uses.

Brome Squirrel Buster Peanut+™ from Brome Bird Care is a squirrel-proof, no-mess bird feeder. The feeder is designed with a large tail prop allowing woodpeckers to feed comfortably, using their tails for support and balance. No tools are required to take it apart. The patented, adjustable spring mechanism controls how much weight the metal mesh shroud will support, allowing the birds to feed. Any additional weight will activate the closing mechanism.

Tingley Rubber 800-631-5498 or tingleyrubber.com

Brome Bird Care 800-856-5685 or bromebirdcare.com

October 2017 | HARDWARE RETAILING

Brought to you by

A Joint Section Brought to You By Industry Edge and Hardware Retailing

7 8 5. Dry Erase Paint

7. Key Hook

Smark!® is a clear dry erase paint that goes on quickly and adheres to most surfaces and materials, such as drywall, concrete, glass, tile and steel. It creates a whiteboard surface. Smark! also protects from UV rays, preventing coated surfaces from fading, chalking or yellowing.

The patented Finders Key Purse® keeps keys safely on the inside of your bag while being a fashionable decoration on the outside. Attach a key chain to the clasp and then hook over the side of your purse. The chain keeps keys within reach, and other items like a panic alarm or pepper spray can also be attached.

SIMIRON 866-515-8775 or simiron.com

Alexx 800-620-7295 or finderskeypurse.com

6. Butter Churner The Kilner® Butter Churner gives users a way to make their own homemade butter. To get started, users add whipping cream into the churner, turn the handle and minutes later, the butter is ready. Create compound butter by adding herbs and spices to the homemade mixture. Typhoon Homewares 866-598-0309 or typhoonhomewares.com

HARDWARE RETAILING | October 2017

8. Portable Grill Char-Broil’s Portable Grill2Go® X200 is designed for on-the-go grilling. It comes fully assembled for ease of use and travel and features a Piezo Electric Igniter to light the grill with the push of a button. The grill fits inside a custom carrying case for added portability. Char-Broil 866-239-6777 or charbroil.com

NORTH AMERICAN MADE

PERF RMANCE THE PREMIUM GRILL OF CHOICE

There’s a reason why you can get excited about selling Broil King®. You can finally offer an extensive lineup of premium North American made grills across all price points. When you show your customer a feature by feature comparison with other premium brands, you will be confident knowing that you are providing the best in quality, performance and durability. You simply get more with Broil King®. Contact Ken Hempen khempen@omcbbq.com for more details.

Brought to you by

A Joint Section Brought to You By Industry Edge and Hardware Retailing

9 9. Rolling Workbench The Swivel Storage Solutions 60-Inch Rolling Workbench with 10 drawers features the swivel hinge system, which eliminates traditional drawer sliders. This prevents the workbench from breaking down due to slides and bearings wearing out, binding or failing. Swivel Storage Solutions 800-877-3956 or swivel.pro

Call 1-800-896-7890 or go to hy-ko.com for more information 26

HARDWARE RETAILING | October 2017

Join the Industry Edge Mailing List Sign up at nationalhardwareshow.com/industryedge.

10. Coffee Maker The COFFEEBOXX is designed for commercial job sites, military and law enforcement settings, home shops, garages, camps and tailgate parties. The coffee maker brews hot cups of premium coffee in any environment. It uses single-serve coffee pods and works with all Keurig® K-Cup®-compatible pods, as well as reusable Eco-Fill pods. A separate hot water line can be used for cooking noodles or brewing tea.

OXX 866-233-4714 or oxx.com

October 2017 | HARDWARE RETAILING

Brought to you by

A Joint Section Brought to You By Industry Edge and Hardware Retailing

11. Mouse Repellent Grandpa Gus’s Mouse Repellent Pouches repel mice, freshen air and absorb odors. The pouch just needs to be placed in the area where mice have been seen. Each pouch covers 500 square feet and lasts 180 days. It is kid-safe and pet-safe for indoor use. Vic West Importers 888-698-6463 or grandpagus.com

Espresso

To learn more visit www.myoldmasters.com or call 800-747-3436

Aged Oak

Weathered Wood

Join the Industry Edge Mailing List Sign up at nationalhardwareshow.com/industryedge.

12. Microwave Pasta Cooker The Fasta Pasta Microwave Cooker measures, cooks and drains pasta in one container in minutes. With its patented reservoir design, the water circulates throughout, ensuring pasta won’t stick or boil over. Fasta Pasta cooks all types of pasta (including gluten-free), vegetables, soups, casseroles and rice. The microwave cooker is dishwasher safe and is made of an FDA-approved microwaveable material. SCS Direct 203-590-2094 or fastapasta.com

12 What’s more dependable than D-L¨ products? …Our commitment to helping you increase proﬁts!

D-L Brake Winches

Ag-Industrial Jacks

For outstanding value and performance, dependable D-L products can’t be beat. We don’t stop here. Dutton-Lainson Company has sales and merchandising programs to increase proﬁts – including competitive pricing, attractive margins, smart packaging and more. Contact us today for your FREE catalog!

Dutton-Lainson Company SINCE 1886

Hastings, NE 68902-0729 402-462-4141 Fax: 402-460-4612 www.dutton-lainson.com Fuel Tank Filters

Dependable Products for Over a Century

Brought to you by

A Joint Section Brought to You By Industry Edge and Hardware Retailing

14 13. Disposal Screen The Danco Disposal Genie protects the garbage disposal against damage and unwanted debris. The device allows small particles of food and water to flow freely into the drain while keeping silverware and other items from sliding into the disposal. Use the rubber scraper to push food off plates and into the drain for easy cleanup. The disposal can run with the Disposal Genie in place. Danco 800-523-5135 or danco.com

14. Car Scent Diffuser The Car Scenter Electric Diffuser helps deodorize and freshen a vehicle. The diffuser can eliminate odors left from smoking and can reduce odor in a vehicle without the use of chemicals. The diffuser plugs into a lighter or adapter outlet. Unilution 678-339-0010 or unilution.com

HARDWARE RETAILING | October 2017

Join the Industry Edge Mailing List Sign up at nationalhardwareshow.com/industryedge.

NEW!

16 15. Soft-Sided Cooler

16. Sliding Door Lock

Bison SoftPaks are vinyl coolers that keep ice frozen up to 24 hours in 100-degree heat. The heavy-duty fabric on the shell of the cooler is tear resistant up to 375 pounds. Use the exterior pocket for dry items or the MOLLE webbing to add accessories.

The Wedgit® adjustable Charley bar-style sliding glass door lock models work on nearly all sliding glass patio doors. The pivoting mounting system attaches tape or self-stick Velcro, allowing the Wedgit to be installed at a readily accessible height on a patio door frame. When not in use, it swings down out of the way for storage.

Bison Coolers 855-278-8355 or bisoncoolers.com

Wedgit Door and Window Lock 866-763-3338 or slidingpatiodoorlock.com

Ask about our comprehensive line of SCENT CONTROL PRODUCTS CALL TODAY:

1-800-247-5102

Ext. 262

WHINK PRODUCTS COMPANY www.whink.com

Checkouts

Owners Jason and Danica Huddleston have a buzz of activity in Woydziak Hardware in Lyons, Kansas, every year during their bucket decorating contest, which gives children in the community a chance to create something special and get ready for Halloween trick-or-treating.

SPECIAL EVENTS

Bucket List: Help Kids Get Candy

hen kids think Halloween, they think candy. And of course, they need a way to carry lots of candy during their trick-or-treating adventures. For youngsters in Lyons, Kansas, that’s where Woydziak Hardware steps in to help. In the weeks preceding Halloween, owners Jason and Danica Huddleston set up a big table in their store, line up buckets emblazoned with their co-op’s logo and pull out kid-sized paints and brushes. Then, they invite all the children in the area who would like to decorate a bucket in preparation for their candy gathering. “We let them design the buckets any way they want to,” Danica says. “We get the local newspaper to take a picture and have judges pick the best buckets.” The stakes for

prizes are high—one year, she says, the prize was a remote-controlled helicopter. “The bucket-decorating contest is just one way we can get the kids in here doing something fun,” she says. “We’ve found that kids love building their own creations.” But the story doesn’t end after the last child is out the door with their decorated bucket. On Halloween night, Woydziak Hardware participates in a communitywide trick-ortreat event on a nature trail in a city park. At different points along the trail, local businesses set up areas where kids can come to pick up candy. “We’re always the last stop on the trail, and we always have the most decorations and spooks,” says Danica. “The kids always love it.”

Looking for creative ways to engage customers? Whether it’s promotions, merchandising, special events or unique advertising, we cover it here. Have an idea? Contact Jesse Carleton at jcarleton@nrha.org to have your story considered for publication.

HARDWARE RETAILING | October 2017

Industry’s best shock control system 4X Less Shock

Limit the toll your body takes with the IsoCore™ shock control system that reduces shock and vibration by 4X during striking.

Jobsite Tested. Full Lifetime Warranty.

Discover more at fiskars.com/trades

Checkouts

CUSTOMER RELATIONS

Shoppers in Training Get Their Own Wheels

t Bloomington Hardware in Bloomington, Indiana, there’s no shopper left behind. No matter the age of the customer, they deserve the best customer service, and for owner Vickie Davison, that means having their own cart. The cart corral near the entrance of Bloomington Hardware resembles the selections of Goldilocks and the Three Bears: This one is tall enough for adults, the next for adolescents and the final, tiniest set of wheels is for small children. Davison says she decided to add the smaller carts when she saw the smallest children in her store weren’t able to reach even her child-size carts and were feeling left out. “This may be a small thing, but it’s unique and something that kids get a real kick out of,” Davison says. The carts allow children to emulate their parents, something a lot of kids enjoy at that age, Davison says. The carts also feature tall, solid flagpoles with a sign proclaiming the user a “Shopper in Training.” This offers parents and other adults a quick way to spy a wandering child exploring their local hardware store.

Bloomington Hardware in Bloomington, Indiana, features small shopping carts for children to use in the store.

Thousands of styles and finishes. Everything you need, all in one place.

Jeske’s dedicated account management team delivers the service you deserve. Fast, efficient keying services save you time and money. Quick, same-day shipping from multiple distribution centers gets you what you need, when you need it. ®

THE

Delivering quality, service and reliability for almost 60 years.

HARDWARE RETAILING | October 2017

COMPANY INC.

www.jeskecompany.com 800.677.3383

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The Real Shocker! One of these stories is actually true!

SMALL STORE IN CANTON, GA SELLS OVER $167,000 OF COLE’S BIRD SEED EVERY YEAR! That’s an amazing amount of bird seed. Even more amazing, the whole store is only 2,000 square feet and the Cole’s products use a mere 40 square feet. Do the math. That’s over $4,000 per square foot of retail space. Is this one lucky store owner? No, luck has nothing to do with it.

IS THIS STORE THE TOP COLE’S RETAILER? NO, NOT EVEN IN THE TOP TEN! — BUT WAIT, THERE’S MORE — Not only is this store selling Cole’s at an unbelievable rate, but - are you ready for this it rarely, if ever, puts Cole’s on sale!

They sell 11,000 bags a year at full price.

That’s a lot of sales. That’s a lot of profit! ®

Stocked in the Warehouse for

1-877-426-8882 • ColesWildBird.com

Checkouts

CUSTOMER RELATIONS

From There? Pin It Here

First-time customers to Hall’s Hardware in Milton, Florida, are welcomed with a gift bag and a chance to put a pin in their hometown.

“It feels good to help customers with clean and odor-free solutions.” - Judy Johnson Blackhawk Hardware, Housewares Associate

Toter’s Powerfresh™ odor eliminators and cart liners curb the smell of trash day every day from the inside out. You could be saving over 100 million households from stinky, messy trash carts. To learn more, visit try.toter.com/odorcontrol

HARDWARE RETAILING | October 2017

nyone can feel out of place visiting a new town. Whether on a much-needed vacation or while visiting relatives, heading to the local store in a strange town can leave one wandering aisles in search of items. That won’t happen at Hall’s Hardware in Milton, Florida. Located in the tourist haven of the Florida Panhandle, Hall’s Hardware is eager to welcome new visitors and year-round residents alike. Upon your first visit to Hall’s Hardware, there’s something waiting for you. “First, we call customers our guests, and each first-time guest gets one of our welcome bags,” owner Wade Allen says. “First-time guests are usually easy to see, they’re usually wide-eyed since we have a lot of space, multiple buildings and a great selection. So we want to make them feel welcome.” The welcome bags include a letter from the business thanking the guests for their visit, several coupons for items found around the store, a voucher for a free old-school soda to cool them in the Florida heat and a koozie to keep it cold. Guests are also welcomed to visit the maps displayed at Hall’s Hardware to pin their hometown alongside the hundreds who have already done so. The original map got so crowded that Allen and his wife Susan had to retire it and start a new board. Allen says the maps have combined to collect pins from all 50 states and 15 countries. The bag also allows employees throughout the store to welcome first-time customers and help direct them to any products they are looking for. Allen says the store hands out about 2,500 bags throughout the year. “We had a friend recently entertain some guests. They said, ‘We want to see the beach, we want to see some museums and we want to see that hardware store with the welcome bags,’” Allen says. “It’s gotten word out around the country. We like that we get to give them something that takes Hall’s Hardware back home.”

THE TOOLS TO BUILD YOUR DREAM, YOUR WAY

PRO Hardware knows independent businesses are vital to your local economy and to the American way of life. Our retail program supports you as an independent retailer by providing the tools to build your business while maintaining your store’s individuality and independence. Being a PRO gives you access to a $5 billion national network of hardware, farm, and lawn & garden distributors along with a dedicated merchandising and marketing team to help you and your store. PRO works to create new and innovative advertising materials to assist you in promoting your story and shows you the steps to utilize each of them to suit the personal needs of your store. Vendor Partners:

That’s the power of independence. Learn more about the PRO Hardware program by contacting Shari Kalbach, Vice President, 303.792.3000 or shari.kalbach@pro-group.com. Find us online at www.prohardware.com PRO HARDWARE DISTRIBUTORS: The Bostwick-Braun Co. Toledo, OH • 419.259.3600 Horizon Distribution, Inc. Yakima, WA • 509.453.3181 Wallace Hardware Co., Inc. Morristown, TN • 423.586.5650

Checkouts

COMMUNITY RELATIONS

Visitors Gush Over This Oklahoma Waterfall

ighteen years ago when Doug Witworth decided to create a waterfall outside his store in Vinita, Oklahoma, to promote his water gardening category, he didn’t think he was creating a roadside attraction. “We just thought it would be fun to do. It started out as more of a display,” he says. “Now it’s a town landmark.” There was a rock bluff next to the lot where he built the new Ace Town & Country store. In a stroke of inspiration, he rearranged a few of the rocks, added a fountain pump to create a waterfall over the bluff and dug out a small pond at the base. Before long, it became a favorite spot for taking photos. On prom night, the parking lot is full of cars with couples getting their photos taken in front of the waterfall. It’s also not unusual to see a wedding party or family using it as a photo backdrop. The store sits just off Route 66, so in addition to locals, the waterfall attracts visitors looking for unusual sights along that road. Whatever their reason for stopping, Witworth hopes the waterfall puts a smile on their face and sets a calm and relaxing mood when they visit his business.

The waterfall at Ace Town & Country is a favorite place for photos, and it’s also become a popular roadside attraction.

MERCHANDISING

Every Place a Storage Space

With space at a premium, 10th Street Hardware uses thin drawers under the shelves to store overstock and small items.

HARDWARE RETAILING | October 2017

or many retailers, the few inches of space between the floor and the bottom of a gondola run of shelving mostly collects dust bunnies. But at 10th Street Hardware, a store in Philadelphia with an 1,100-square-foot salesfloor, it offers valuable storage space. Co-owners Steve DeShong and Troy Usnik installed thin drawers in the space where there might normally be a toe kick under the shelf. They use the drawers for storing overstock or items that would take up extra space on the shelf. In some areas, instead of drawers, they use thin plastic storage containers that will easily slide under the shelves. “Troy and some other employees built the drawers years ago using cheap lumber with a simple cabinet pull on the front,” says DeShong. “We can use them for miscellaneous loose hardware and some backstock items.” For example, DeShong stores handles for toilet plungers in one of the drawers, stacking only the rubber plunger on the shelf. He says it’s also a great place for store supplies such as security tags or overstock of items with multiple sizes, such as foam brushes in the paint department. “We don’t have space for multiple facings, and we don’t always want to be running down to the basement for refills of some of the smaller items,” he says. “We’re a small store with a high volume, so we try to maximize our space.”

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Sponsored Section Hardware Suppliers Inc. | hardwaresuppliers.com

A New Look at Wholesale HSI and ASSA ABLOY Help Retailers Drive Profitability n today’s competitive environment, independent retailers are looking for any edge to drive profits and expand their markets. For a growing number of retailers, this means reaching out to a broader customer base and offering products and services that other retailers simply don’t. For many retailers, the category helping them do this is door hardware and accessories.

Not only does the door hardware and accessories category have a broad appeal that stretches across both consumer and commercial markets, it also presents independent retailers the opportunity to showcase cutting-edge security advances and their own high-level services. Finding success in this category, however, also requires independent retailers to find a reliable partner who can deliver the broad range of products and services demanded by a diverse customer base. That’s where Hardware Suppliers Inc. (HSI) comes in.

Since 1983, HSI has offered a vast selection of door hardware and accessories to home improvement retailers, lumberyards, contract distributors and locksmiths. With five distribution centers nationwide, HSI can ship products to 90 percent of the country in two days or less. Partnering with HSI provides retailers with a full selection of custom door hardware and lets them benefit from HSI’s constant commitment to customer satisfaction. The ASSA ABLOY Difference HSI carries products from many manufacturers, including the latest door accessories and hardware from ASSA ABLOY, a global leader of door solutions. ASSA ABLOY’s commercial solutions include locks from Corbin Russwin and Sargent, as well as door closers from Norton. For homeowners, HSI provides door products from Yale’s YH™ Collection, New Traditions® and Real Living® collections, which offer stylish design and innovative technology. ASSA ABLOY products available from HSI include: • Corbin Russwin • SARGENT • Yale • Norton • Medeco

• HES • RIXSON • Arrow • McKinney

Making Special Orders a Mainstay Across the country, major retailers are taking notice of special-order opportunities. With U.S. home prices at a five-year high, homeowners and security-minded commercial builders are investing in a higher standard of quality in every corner of their properties. Their door systems represent a chance to combine superior craftsmanship with state-ofthe-art security. Door hardware and accessories could be the perfect special-order category to help operations boost revenue and please customers. Retailers who partner with HSI to augment their door hardware and accessories benefit in a number of ways. With a full selection of new products and replacement parts available for same-day shipment, retailers don’t have to store slow-moving products, which frees up valuable shelf space and puts products in the hands of eager customers quickly.

Sargent 80 Series Exit Device

HARDWARE RETAILING | October 2017

Building Industry Partnerships Whether it’s shipping heavy-duty deadbolts to crews in Dallas or getting mullions across the Midwest as quickly as possible, HSI wants to help business owners meet their customers’ needs each and every time.

Norton 1600 Series Door Closer

Michael Sullivan, director of building products at the Independent Builders Supply Association, says special orders are incredibly important for his organization, which includes roughly 350 locations across 16 states. He has been doing business with HSI for 11 years and counting. “HSI makes it easy,” he says. “I make a call, give them the specs for a project and they take it from there.” Sullivan says he mostly purchases residential door hardware from HSI, but knows their inventory also includes a full suite of commercial door hardware and accessories. According to Sullivan, HSI takes a project’s full scope into view, delivering service every step of the way. “HSI has an idea of a project from beginning to end—they can see the finished project from the start,” he says. “They’re a great avenue for our dealers to have a direct relationship with a supplier.” Sullivan has many options for door accessories, but he says the HSI team’s product knowledge and efficiency make the decision easy. “My time is money,” Sullivan says. “I can’t sit around all day trying to connect with an automated system. HSI puts you right in touch with tech support to take care of your orders.”

Stocking What Customers Need Utilizing HSI puts a total inventory of door hardware and accessories at retailers’ fingertips, making operations across the country versatile and efficient go-to suppliers. From the latest technology-enabled access control products to handlesets in classic and contemporary forms and finishes, HSI’s inventory has what residential and commercial customers need to secure their buildings and boost their property values. Retailers who partner with HSI can put the finishing touch on homes and businesses across their communities. A Different Approach to Wholesale Retailers who use HSI as a second supply source have the flexibility to offer customers a wider range of solutions than ever before. Partnering with HSI can help business owners meet the lucrative needs of custom homebuilders and commercial building projects time and time again. HSI focuses on being a responsive, dynamic resource to the businesses it serves. With thousands of products ready to ship and a team of informed door hardware experts ready to answer business owners’ questions, HSI has made a name for itself as a company that invests in making independent retailers as successful as possible.

October 2017 | HARDWARE RETAILING

Sponsored Section Hardware Suppliers Inc. | hardwaresuppliers.com

Partnering With HSI HSI serves as a supplier, not a competitor, to its customer base. Teaming up with HSI is a simple process that can help retailers across the nation meet the growing demand of long-lasting door hardware and accessories. Qualified dealers, distributors and locksmiths can purchase from HSI with an open account or by Visa, MasterCard or American Express. Simply visit HardwareSuppliers.com to request a credit application. Almost every major cooperative and independent retail organization already has an open account with HSI. For members of these organizations, using HSI is as simple as placing a phone call and having your store number ready. Retailers then have access to the entire HSI inventory. Whether a customer needs replacement parts for just one room of their home or a commercial construction crew needs fire-rated products for a large-scale job, HSI’s inventory of innovative door hardware and accessories from ASSA ABLOY allows retailers to offer spec-driven special-order solutions that meet their needs quickly and efficiently. Residential Solutions Providing door hardware and accessories for homeowners and custom homebuilders can be an ongoing revenue source for independent retailers. From April 2016 to March 2017, the National Association of Home Builders estimates there were approximately 168,000 custom single-family home starts, proving there’s a demand for custom door hardware in communities across the country. Adapting to Homeowners’ Changing Needs HSI carries the door security products homeowners are looking for. When customers are in the market for tried and true lock technology to fit their budget, Yale’s YH™ and New Traditions® collections include handlesets and locksets in an array of modern and traditional styles and finishes to fit every home’s design. If homeowners want to join the smart home trend, Yale Real Living products offer a full spectrum of forwardthinking technology, including its upcoming Linus™ line and the currently available suite of Assure Lock® products. This line incorporates Bluetooth technology to connect to smartphones and tablets and allows unprecedented access control to homeowners. With additional features like Wi-Fi-enabled door cameras and keyless, touchscreen deadbolts, Yale’s residential offerings will please customers and safeguard homes. The Linus™ line will integrate with Nest, one of the most popular home automation systems on the market. With thousands of residential lockset options, customers can find the perfect door hardware to enhance their decor and boost their security. HSI inventory includes locksets, door controls, exit devices and trim and custom door accessories. HSI can also match homebuilders’ design choices perfectly, offering a full spectrum of finish options to match every interior and exterior.

HARDWARE RETAILING | October 2017

Yale Assure Bluetooth Deadbolt with McKinley Handleset

As more homeowners choose custom-built homes, operations adding to their available inventory can help please customers and distinguish themselves as destinations for durable, custom door hardware at a variety of price points. Commercial Expertise With more than 30 years of industry experience, HSI has the products and know-how to help contractors and builders safeguard commercial buildings. No matter what kind of door system commercial crews need, HSI has

The company stays on the cutting edge of door technology to offer commercial clientele the specific products they need to secure schools, hospitals and all types of commercial structures.

them covered. From hanging and closing to securing and protecting doors, HSI’s wide inventory of hardware and accessories has everything commercial customers need to enhance their buildings’ design and security. State-of-the-Art Security Options Equipping commercial properties with the latest access control technology is critical. With products from Corbin Russwin, Sargent and Norton, HSI’s inventory includes electrified mortise and cylindrical locks, electrified exit devices, request to exit buttons and much more. HSI stays on the cutting edge of door technology to offer commercial clientele the specific products they need to secure schools, hospitals and all types of commercial structures. A Knowledgeable Team at Your Service By choosing HSI for commercial door hardware supplies, independent retailers’ customers not only get access to one of the industry’s largest product inventories, they also gain the skills and experience of a talented, courteous support staff. HSI can match customers with the safety specs and fire-rated door hardware they need to secure buildings. HSI connects customers with the right products at the right price.

Corbin Russwin CL3300 Series Cylindrical Lock

October 2017 | HARDWARE RETAILING

Sponsored Section Hardware Suppliers Inc. | hardwaresuppliers.com

HES 1500 Series Electric Strike

HSI’s e-commerce website, Web Warehouse, makes doing business with HSI online as straightforward as logging on and placing your order. How HSI Makes It Easy When retailers choose HSI for their residential and commercial door hardware needs, they benefit from a dynamic, customer-focused team that aims for total satisfaction. HSI is committed to helping customers secure their properties with innovative, durable hardware that enhances their decor and their security in equal measure. Five Locations Nationwide HSI’s five distribution centers in Ohio, Pennsylvania, Tennessee, Texas and Arizona enable the company to provide two-day delivery to 90 percent of the U.S. and next-day delivery to 38 percent of the country. But that wouldn’t mean anything without having a full inventory of the most advanced door hardware available in the marketplace. The company monitors inventory levels at each distribution center to ensure it has the right equipment for customers to service their region. Same-Day Shipping If retailers place an order with HSI by 5 p.m. Eastern Standard Time Monday through Friday, the order ships the same day. Customers expect product quickly, and HSI aims to help streamline that process. There is also never any minimum order. Whether retailers need a single knob for a home or complete door hardware for a new office building, HSI has it in their hands within days. HSI will drop-ship to stores or directly to customers’ homes without any packaging reference to HSI. 24/7 Availability HSI’s e-commerce website, Web Warehouse, makes doing business with HSI online as straightforward as logging on and placing your order. Retailers can check product price and availability day or night, place orders and manage their account when it’s most convenient for their operation. Retailers can shop by product type, manufacturer or other categories to find the perfect product in HSI’s inventory. Custom Keying Whether customers need a few locks keyed alike, professional construction keying or a new master key system created from scratch, HSI supplies versatile keying services. It’s one less thing for retailers to think about, one less thing to slow projects down. It’s also one more way HSI keeps independent retailers competitive.

HARDWARE RETAILING | October 2017

Corbin Russwin ML2000 Series Mortise Lock

Extra shelf space, increased sales and greater customer satisfaction await retailers who choose HSI for their residential and commercial door hardware needs.

of experience to find a cost-effective, secure solution for customers. Available by phone 8 a.m. to 6 p.m. EST, HSI tech support representatives are committed to total satisfaction.

Pro Tech Support Beyond guaranteeing same-day shipping on all orders received by 5 p.m. EST and giving retailers access to thousands of locksets and door accessories, HSI’s services are backed by a results-driven team. HSI knows that independent retailers across the country need superior customer support to give their customers accurate information. Whether retailers have questions about custom finishes or smartphone-enabled keyless entry systems, the HSI team is only a phone call or email away.

Open the Door to HSI Extra shelf space, increased sales and greater customer satisfaction await retailers who choose HSI for their residential and commercial door hardware needs. Sourcing product from a wholesaler shouldn’t feel like a compromise; it should feel like a beneficial decision to please customers and stay competitive. When retailers choose HSI, they gain a reliable partner invested in their success from start to finish.

When retailers speak with an HSI representative, they’re speaking to a door hardware expert. Each rep draws on years

HSI’s customer service is designed to fit the needs of an independent retailer perfectly. The company knows that getting the right product into customers’ hands quickly and accurately is vital. It boosts confidence in local retailers and keeps their customers satisfied. That’s why HSI offers customer-focused service at every stage of a construction or renovation project.

Visit HSI online at HardwareSuppliers.com or give them a call at 800-334-5625 and see firsthand how door hardware special orders can boost business.

October 2017 | HARDWARE RETAILING

By Melanie Moul, mmoul@nrha.org

10th Street and Beyond After 10 Years, 10th Street Hardware Looks to New Beginnings

s someone who only recently became a part of the independent home improvement industry, Steve DeShong had heard a lot of stories about the fate of small hardware businesses. “I had accepted as some sort of fact that small hardware stores were going away, that the big-box stores are killing all neighborhood hardware stores. I don’t know where I got that exactly, but it seemed to be the prevailing wisdom,” he says. “I started working here and heard customers remark day after day, ‘I’m so glad you’re here! It takes me hours to find what I need at a big-box store.’ I previously had the impression that small stores were going away, and it was just a matter of time before they all went out of business.” DeShong joined 10th Street Hardware in 2015 as the store manager, and he has co-owned the business with his partner Troy Usnik since 2007. Usnik has worked in the business for more than 30 years. So, what is DeShong’s takeaway now that he has had a hand in reinventing 10th Street Hardware in Philadelphia over the past two years?

HARDWARE RETAILING | October 2017

“Small hardware stores are not dead, don’t believe it. You don’t have to be Home Depot to thrive. You have to keep up, but you can be old-fashioned and still offer what your customers want.”

A Reinvention Project For DeShong, 10th Street Hardware was an opportunity to reinvent himself, too. “I’ve owned stores ranging from gift shops and clothing to most recently a floral business and plant and garden store,” he says. “Hardware was really interesting to me because it was different from the other stores I had worked in previously.” DeShong and Usnik purchased the business from its previous owners in February 2007 and reopened it in March of that year under the 10th Street Hardware banner. In 2015, Usnik asked DeShong to come work in the hardware store because of his extensive history in retail, his eye for detail and his knack for numbers. “Troy felt like they had plateaued after eight years, and the store needed to be reinvented a little bit,” DeShong says. “I got involved and started to see the store with new eyes.”

October 2017 | HARDWARE RETAILING

In a retail space that is just over 1,100 square feet, DeShong says 10th Street isn’t the smallest salesfloor he has worked in, but it has the most SKUs and the highest sales volume per square foot that he’s ever managed. “Most of the other businesses I had before relied on displays and merchandising because customers were buying more on impulse,” he says. “With hardware, obviously those things are important, but maintaining inventory is of a much higher importance. When customers come to you because they see you as a source for a specific home repair item and you don’t have it, they will stop coming back quickly.” When DeShong came into the business, his new vision was for 10th Street Hardware to be the place where customers could always find what they need. Along with visual changes, like updating the logo, adding lighting in the store and implementing regular cleaning and store maintenance tasks, DeShong also updated the day-to-day processes. He brought in a new POS system and streamlined the order receiving process.

“One of the first things I attacked when developing new methods was our order receiving process because it just felt incredibly chaotic to me and the employees, and it was reflecting negatively on the customers as well,” he says. “Not only was it important to fix it for us, but it was important to fix it for the customer experience, too.” The goal of these changes, DeShong says, was to make the store more user-friendly, and he says the responses from customers on the changes they have made so far have been positive. “There is a natural human instinct to resist some change, but generally, customers like to see that you’re paying attention to your store,” he says.

Shifting Gears Customers also like when you pay attention to them, which is something DeShong shares with his whole team. “About 20 or 30 years ago, the city of Philadelphia created a development district here and started converting some of the vacant lots, so the customer base for the store was more contractor-focused,” he says. “During that period, the store served some of the renovation business.” Within the last decade, DeShong says he and Usnik noticed a change in the neighborhood, with pizza shops and sandwich places transitioning into trendy restaurants that serve craft beer and farm-to-table food and apartment renovations bringing in higher-end customers.

10th Street Hardware comes in at just over 1,100 square feet of salesfloor, so Steve DeShong (left) and his team have found a way to utilize every nook and cranny for storage and merchandising, from floor to ceiling.

HARDWARE RETAILING | October 2017

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DeShong (right) and his team create a fun environment while still providing expert advice to customers.

“Something I’ve always tried to do in my businesses is listen to the customers and watch. If you bring a new item in and no one buys it, it needs to go no matter how much you like it.” —Steve DeShong, owner, 10th Street Hardware

As those customers found the store, 10th Street Hardware adapted its product mix to reflect what they were looking for. “What we sold had to morph into more housewares and apartment accessories versus products for contractors who were renovating, taking down walls and rewiring,” he says. “Something I’ve always tried to do in my businesses is listen to the customers and watch. If you bring a new item in and no one buys it, it needs to go no matter how much you like it. The same is true for bringing in something customers ask for. It’s important to have what they are buying.” The No. 1 category at 10th Street Hardware is housewares, and the product offerings are broad,

HARDWARE RETAILING | October 2017

from batteries and mousetraps to steam irons and French presses. “I don’t know if this is a Philly thing, but a lot of people come in and start with a negative. They say ‘I bet you don’t have this’ or ‘I don’t think you have this, but…’” DeShong says. “It’s amazing how often we can turn it around and say, ‘No, that’s not crazy. Of course we have that.’” In addition to apartment-dwelling consumers, 10th Street Hardware has a professional customer base made up mostly of maintenance workers from surrounding apartment buildings. DeShong says these customers come in for products, like spackle, for small renovations, and services, such as lock rekeying. Along with lock rekeying and key making, 10th Street Hardware offers other services customers may not expect in a store with such a small footprint. The store has a chopsaw in the basement to cut pieces from the small selection of lumber and PVC pipes they sell. They also cut glass and plexiglass. Those types of services are usually requested by homeowners or renters who are working on small crafting or DIY projects, DeShong says. The store’s proximity to both the neighborhood hospital and local universities brings in a mix of customers looking for unique items for projects, whether it’s students buying gas pipe nipples and flanges for an art assignment or someone from the hospital lab coming in for containers, DeShong says.

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Diverse and Alike In order to meet the needs of the varied customer base, DeShong says his hiring strategy is to look for people who are similarly varied. The store currently has 11 employees, including DeShong and Usnik. “We really like to have a diverse staff, and we try to find people who come from different backgrounds,” DeShong says. “We find the right people by asking our customers, especially our contractors and maintenance customers, if they know anyone who is looking for work.” DeShong says having a mix of employees helps satisfy any preconceptions—whether accurate or not—that customers may have about who they want to see working in the store. “Customers like to see people who look like them,” DeShong says. “Some women may be intimidated if the store is all men. Some young

“ There are so many dialects, and sometimes the word for a tool in one dialect doesn’t mean the same thing in another, so we ask them to point to what they need so we can learn.

”

—Steve DeShong, owner, 10th Street Hardware

HARDWARE RETAILING | October 2017

people may be intimidated and feel like they don’t know anything if it’s all older people. And older people come in and think all the young people don’t know anything, and they want to see an older face.” DeShong says the store’s Spanish-speaking customer base isn’t large, but it is consistent, with at least one customer per day coming in who prefers speaking Spanish. DeShong and another employee are interested in learning the language to create an environment where Spanish-speaking customers are comfortable. DeShong has spent time in Mexico, which piqued his interest in learning Spanish, and he has taken language classes in Philadelphia. “We recently hired a team member from Peru who can help us with Spanish-speaking customers,” he says. “We have quite a few customers who are accustomed to having Spanish-speaking assistance, so we keep a Spanish hardware dictionary at the register that has all the hardware-specific words in it.” DeShong and his team also rely on the customers to help them learn. “There are so many dialects, and sometimes the word for a tool in one dialect doesn’t mean the same thing in another, so we ask them to point to what they need so we can learn.” DeShong says learning and speaking Spanish in the store isn’t something he feels obligated to do, but it’s a way to show customers they are welcome and to celebrate the differences in the neighborhood.

As part of his store reinvention, DeShong developed regular cleaning and organization tasks to keep the store primed for customers. His staff fronts and faces products and notes empty spaces on the shelves when there are no customers who need assistance.

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“Customer diversity is a good thing, and the diversity of our neighborhood makes our lives richer,” he says. “We can learn something and find out about people from different places.”

The Next 10 Years While the current plan for 10th Street Hardware’s future doesn’t have a drastic course shift in the works, there is plenty to develop for the owners’ next endeavor: a second location. “The new store is in Old City, which is a totally new neighborhood for us,” DeShong says. “The demographics are a little different from this one. It’s on a much artsier, more upscale street, and the store is about 50 percent larger than this one. We will be able to spread things out. We’re not looking to add SKUs. We’re looking to do better displays and carry a different product mix.” When DeShong and Usnik were searching for a second location, they wanted to make sure the neighborhood was the right fit for the operation. “We started spending time there in those neighborhoods, going out to dinner, seeing how many people were out and about, going out to lunch to see who was shopping,” he says.

“We found a location in Old City, and originally we were unsure because a friend had opened a hardware store there and closed it about 10 years ago, and no other hardware store had gone into that area since then.” Once DeShong and Usnik saw the space and considered how much the neighborhood had changed in 10 years, they knew they had found the right location. “It has hardwood floors, and it’s the right size,” DeShong says. “We signed a lease and took occupancy in early September. Now we are working with an architect to develop the general store design. I’m concerned about keeping a nice, clean consistent look with our shelving and displays.” DeShong says he sees Amazon and other local retailers, like general stores, as his primary competition. The new store will address that competition through a new service, which they are considering implementing at the 10th Street location once it has been tested at the new store. “We would like to offer some kind of limited delivery service to apartment buildings in the area with a doorman to start,” DeShong says. “We just need to establish the systems to handle it.”

Steve DeShong (second from the right) and Troy Usnik (far right) purchased 10th Street Hardware from its original owners in 2007. They hire team members based on the needs and expectations of their customers. Half the team is pictured here.

HARDWARE RETAILING | October 2017

10 Business Tips You Can Learn From Baseball America’s pastime offers plenty of tips to help your operation stay focused and efficient. Page 72

10 Tips for Completing an Honest Store Critique

10 Lessons I Learned While Traveling After a year abroad, a Hardware Retailing staffer shares the lessons she learned. Page 94

THE

Ways NRHA Can Help Your Business Get the most out of your association by taking full advantage of its informative, up-to-date resources. Train your employees, secure your stores and engage customers with NRHA’s industry-specific resources and programs. Page 96

Improve your operation with these tips on getting honest feedback. Page 82

10 Things Your Employees Are Dying to Tell You Learn what your employees wish they could say directly to their manager. Page 76

ISSUE 10 Ways to Use Hardware Retailing Read up on these humorous alternative uses for your association’s magazine. Page 86

HARDWARE RETAILING | October 2017

10 Reasons My Wife Drives 115 Miles to IKEA Learn all the boxes IKEA checks for its customers. Page 60

10 Reasons Facebook Can’t Replace Your Website It may be tempting to consolidate your web presence to a single Facebook account, but that decision poses many pitfalls for retailers who are looking to succeed online. Page 74

10 Products New

he 10 Issue is back! We’ve devoted this issue of Hardware Retailing to giving retailers quick, informative lists to help them become more profitable, more efficient and more customer-focused. From hard-hitting lists like 10 Things Employees Your Are Dying to Tell You and 10 Ways to Navigate a Family Business to more lighthearted topics, like 10 Business Tips You Can Learn From Baseball and 10 Lessons From Dogs About Customer Service, The 10 Issue is packed with quick takeaways to jump-start your business. When you’ve checked all these lists, visit TheRedT.com/10-list for exclusive online 10 lists, including 10 Impulse Items Customers Crave.

Check Out 10...

Homeowners Need Learn the products new homeowners need from you to make their house a home. Page 84

58 . . . . . . . . . Lessons to Learn About Business Consultants 60 . . . . . . . . Reasons My Wife Drives 115 Miles to IKEA 66. . . . . . . . . . . . . Home Improvement Businesses You Need to Visit 72 . . . . . Business Tips You Can Learn From Baseball

10 Tips to Get the Best Photos at Store Events Let your store shine by taking dynamic photos at your next store event. Get tips and tricks to produce stunning shots. Page 90

74 . . . . . . . . Reasons Facebook Can’t Replace Your Website 76 . . . . . . Things Your Employees Are Dying to Tell You 80 . . . . . . . . . . . . Lessons From Dogs About Customer Service 82 . . . . . . . . . . Tips for Completing an Honest Store Critique 84 . Products New Homeowners Need 86 . . Ways to Use Hardware Retailing

10 Ways to Navigate a Family Business Make your family-owned operation as successful as possible with this list that helps retailers balance family and finance. Page 88

88 . Ways to Navigate a Family Business 90 . . . . . . Tips to Get the Best Photos at Store Events 94 . . Lessons I Learned While Traveling 96 . . . . . . . . . . .Ways NRHA Can Help Your Business October 2017 | HARDWARE RETAILING

Lessons to Learn About Business Consultants

hen 10th Street Hardware owners Steve DeShong and Troy Usnik were making plans to open a second store in Philadelphia, a friend recommended using a business consultant to help them manage the development of the new operation. DeShong is now convinced they made the right decision. Here are 10 lessons he learned from working with a business consultant.

1 3

Bring them in at any stage of the plan. “We started working with a business consultant just because of this new location,” DeShong says. “He participated in the lease negotiation aspect of the new store, he helped launch our new website and he is helping us with our marketing for the new store.”

They work with your existing ideas.

They should improve your vision.

“When my friend suggested I work with a business consultant, I didn’t know what that meant. I thought, ‘Will he give me ideas? I’ve got tons of ideas, I just need them to be implemented.’ Once we met, he understood what we needed, and it seemed to be a good fit.”

DeShong had ideas to market the new location, and his business consultant helped him think of ways to reach new customers, like creating welcome packages for new apartment residents with branded sponges and coupons for a free key copy.

Find an expert. The business consultant DeShong works with previously ran his own small business before selling it to become a consultant for other small businesses. The consultant’s prior experience helped confirm DeShong’s feeling that they had found the right person for the job.

HARDWARE RETAILING | October 2017

They can focus on what you’ve been meaning to get to.

They are specialists or jacks-of-all-trades. DeShong’s business consultant helped develop the strategic plan to present to the real estate agent and the building owner. Now that the lease is signed, the consultant developed a marketing plan for the new location and helped launch a new website in just a few months.

“Our business consultant asked why we hadn’t finished our new website. I told him it’s because we didn’t have time to write the content or get the photos, and he got right to work to put content together for us.”

They can offer an outsider’s perspective. “He told us that even though we know so much about our store and what we offer our customers, that doesn’t mean we should assume our customers know what we know. Hearing that made us realize that we don’t do enough to sell everything we know and do.”

Find a consultant who gets stuff done.

They may not be necessary forever.

“When our consultant came back with our strategic plan outlined, he told us ‘I’m going to be a partner in your business who doesn’t wait on any customers. I will be able to get stuff done for you because I’m not going to be distracted by the store itself.’”

DeShong anticipates there will be plenty of long-term work for his business consultant at the new location, but he is waiting to see what that looks like. “In the future, we will need to evaluate his usefulness for the company, just like any other aspect of our business.”

They can position your business. “The strategic plan was useful with the real estate agent and the building owner for the second location. They wanted someone with a track record, and they were impressed by our outline of how we planned to improve on our business model for this new store.”

October 2017 | HARDWARE RETAILING

Reasons My Wife Drives 115 Miles to IKEA

By Jesse Carleton, jcarleton@nrha.org

s a writer for Hardware Retailing, I’m constantly on the lookout for retailers who do a great job merchandising their wares and providing outstanding customer service. So when I discovered that my wife and several friends and family members are willing to drive out of town and across a state line to shop at IKEA, I figured there had to be a reason. IKEA is a Swedish-based company known for its low-priced, ready-to-assemble furniture and sleek European designs. It only has about 44 stores in the United States. (Fortunately, one of those stores is opening in NRHA’s hometown of Indianapolis this year, which will eliminate that 115-mile drive for my household). Why has this retailer gained an almost cultish following? IKEA has a lot to teach home improvement retailers about merchandising and the customer experience. Here are a few reasons why customers love IKEA so much.

Photos courtesy of IKEA

Pay a little, get style and quality. IKEA has firmly established a low-price image. Signage throughout the store explains that the lower costs are due to more efficient packaging and design, not lesser quality materials. Customers also shop IKEA for the European stylings of products they can’t get anywhere else, which means customers can’t price shop. Similar to Target, IKEA combines value pricing with style, maintaining a discount image without appearing cheap.

2 1 It’s all about the customer. From the moment you walk into an IKEA store, one message is unmistakable: Customers are the most important people in the building. A greeter at the door offers each customer a shopping bag. Store maps guide customers through the maze of departments. Free in-store Wi-Fi for loyalty club members, inexpensive food, child care and free storage lockers also enhance the shopping experience. Every space is bright and colorful, inviting customers to shop.

HARDWARE RETAILING | October 2017

Shop here, save the world. Sustainability and social consciousness—that’s part of the company philosophy at IKEA, and customers can feel good about helping the world at large by supporting the company. The company has made a commitment to sustainability through a variety of initiatives, such as using more renewable resources in products and by using solar panels to generate energy for its stores. IKEA has also made a commitment to supporting people and communities around the world. And the company makes no secret of it, outlining its commitment through messaging in the store and on the corporate website.

3 Stop and dream.

One of the hallmarks of the IKEA shopping experience is the model rooms. Shoppers can walk a kitchen, bathroom, living area and bedroom, fully furnished with IKEA products. It’s easy for shoppers to imagine how the pieces would look in their own homes or apartments. Furniture in the room has a price tag and an item number so customers can purchase one if they desire. Model apartments are even categorized by average square footage, so shoppers can compare directly to their own homes. Through the vignettes, IKEA gives customers space to dream, which means they might take on bigger projects.

Bring the whole family. IKEA welcomes children with a whole range of family-friendly services. Family-friendly parking spaces let parents park close to the building. A staffed child care area with a playground and activities allows parents to drop off their children and shop without distraction. For those who want to keep their children close by, play stations throughout the showroom keep the kids busy while parents plan out their dream home. Making families feel welcome not only gains the loyalty of a set of customers, but also creates good memories future generations will remember as they form their shopping habits.

5 October 2017 | HARDWARE RETAILING

Reasons My Wife Drives 115 Miles to IKEA

Eliminate the stress. Shoppers don’t have to maneuver large boxes throughout the store as they’re shopping IKEA. Kiosks offer shopping cards, pencils and disposable tape measures. Shoppers simply write down the numbers of the pieces of furniture they would like on the card. Help desks and special-order stations offer help whenever customers need it. Then, just before checking out, shoppers pick up their desired items from warehouse racking in one central location and load them on carts. At that point, they are just a few feet away from the cashier station and a covered loading area.

6 Some people enjoy putting that stuff together. IKEA furniture comes unassembled in a box with a set of instructions. Some customers have a sense of pride at owning a piece of furniture they put together themselves. For those who want another option, the company offers an assembly service for a fee. Other customers may consider the cost of assembly and choose to spend that money on additional items instead.

8 7 Buy on impulse. Scattered throughout the IKEA showfloor are bins filled with items that complement the furniture and accessories on the floor. For example, a basket of throw blankets may be next to the sofa display. Since those add-ons are all relatively inexpensive, customers are likely to add them to their shopping carts. In fact, customers seem to appreciate having all the items they might need for a particular room of the house all in one place, as it saves them time and helps them coordinate accessories.

HARDWARE RETAILING | October 2017

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Reasons My Wife Drives 115 Miles to IKEA

Love it or bring it back. It’s easy to return merchandise at IKEA. A heart-shaped caricature on signage throughout the store reminds customers that anyone dissatisfied with their purchase can bring it back within 90 days for a refund. Some items, such as mattresses, offer a 365-day return policy under certain conditions. Customers may be more likely to make a purchase if they know they have the option of changing their minds later. IKEA also clearly states the terms of the return up front so customers understand the policy before they make the purchase.

No matter the season, you’ve got a reason.

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Meatballs and cinnamon rolls! Why does a furniture store sell food? IKEA’s Swedish meatballs seem to be one of its most popular items. Most IKEA stores include a cafeteria with plated meals, as well as a cafe for quick eats. Customers love the ability to eat and shop, and it makes them stay longer. The food also reinforces the store’s price image. If you can buy a meatball dinner for $3.99 or a fresh cinnamon roll for $1, won’t everything else in the store be reasonably priced, too?

October 2017 | HARDWARE RETAILING

Home Improvement Businesses to Visit

o you ever go on vacation and feel the need to see the local hardware store in the town you’re visiting? While some people may not understand this urge, the staff at the North American Retail Hardware Association (NRHA) shares your interest and does the same thing!

Hardware Retailing chose 10 interesting and unique stores in the U.S. and Canada to add to your hardware bucket list. If your store isn’t on this list and you think it should be, let us know. Contact profiles editor Renee Changnon at rchangnon@nrha.org or 317-275-9442 so we can sing your praises as well.

Placerville Hardware Placerville, California In the 1800s, thousands of people migrated to California in hopes of striking gold, and Placerville Hardware was there to meet those fortune-finders’ needs. The clientele has changed since its early years, but the original wooden floors, sliding ladders and slotted wooden counters, which were used to accept gold dust as payment, are a living example of Wild West history. Visitors often stop in to learn the history of the business, which is considered the oldest hardware store west of the Mississippi.

Hartville Hardware & Lumber Hartville, Ohio

Cannon Beach Hardware and Public House Cannon Beach, Oregon Cannon Beach Hardware and Public House is a little different than many home improvement stores—it also features an on-site bar and restaurant. The business opened in 2010, offering a combination of beer on tap and tools at the ready, inspiring the knickname “The Screw and Brew.” The owner got the idea from a combination hardware store and pub in Ireland, called Foxy John’s Pub. The staff does double duty in the business, either serving drinks and appetizers or helping a customer find an item.

HARDWARE RETAILING | October 2017

This family-owned and -operated business is considered the largest independent hardware store in the U.S., featuring more than seven acres of retail space. The business sells hardware and gifts and even has a one-of-a-kind 1,850-square-foot Idea House inside the Kitchen & Bath Design Center. The Idea House features a variety of kitchen and bath inspiration pieces. In addition to the home center, the business operates a collectibles shop, a full-service restaurant and a marketplace and flea market on the premises.

Cowls Building Supply Amherst, Massachusetts Cowls Building Supply has been a family-owned and -operated business since 1741, predating the signing of the Declaration of Independence. This lumber and building materials business has three centuries of experience and has remained in the same location since it was founded. The family purchased several timberlands, winning awards for sustainability and forest stewardship. Today, the ninth generation of owners continues that legacy, offering many products and services and setting goals for sustainable forestry and land conservation.

Van Tuyl & Fairbank Heavy Hardware Petrolia, Ontario, Canada

Van Tuyl & Fairbank Heavy Hardware has been in existence since 1865, yet the operation is always looking for ways to stay current and unique. In 2010, the store installed solar panels on the roof to seek alternative energy opportunities. Artwork is also a passion that the company has embraced. You can even see an installation on the roof of a traditional horse carriage being pulled, which represents the early years of the business.

Tupelo Hardware Tupelo, Mississippi Before he was a household name, Elvis Presley went with his mother to Tupelo Hardware, hoping to get a rifle for his 11th birthday. When his mother said no, he picked up his first guitar, and the King was born. The store welcomes Elvis fans on a regular basis, as tourists stop in when they visit the King’s hometown. They even sell memorabilia, like guitar picks, harmonicas, guitars, T-shirts and hats. In addition to its place in pop culture, the business has been open for more than 90 years, specializing in mill and industrial supply, small engine parts and hardware.

October 2017 | HARDWARE RETAILING

Home Improvement Businesses to Visit

Sullivan Hardware & Garden Center Indianapolis

Located near NRHA headquarters, Sullivan Hardware has three locations that inspire customers to take home improvement to the next level. The Indianapolis Keystone location has a large garden center with nearly every plant imaginable, plus the Yellow House, which sells gifts and home accents inside an early 1900s farmhouse. Recently, the store added Sully’s Grill off the garden center to host cooking classes, events and private parties. Attendees learn how to make their favorite meals on a Big Green Egg or Weber Grill.

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HARDWARE RETAILING | October 2017

Kelloggs & Lawrence Katonah, New York Kelloggs & Lawrence opened as a hardware business in 1887 and has been housed in the same charming Victorian building since 1895. The previous owners had remodeled the business in the 1960s, stripping it of its historical interior and adding tiles. When the new owners bought the business in 1996, they decided to restore it. Once again, the store has a traditional wooden display that runs floor to ceiling, wooden counters and floors. While the business has a rustic charm of 19th-century hardware, its product offerings are modern and fit the needs of the 21st century. Customers can find outerwear, gifts and more.

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Home Improvement Businesses to Visit

Island Home + Garden Gabriola, British Columbia, Canada

HARDWARE RETAILING | October 2017

This modern store has all the items a homeowner or traveler could need. Located on Gabriola Island off Vancouver, locals can shop and find what they need without having to leave the island. In addition to a fullline garden and hardware selections, the store carries a wide variety of appliances. To entice locals to stay on the island to purchase new appliances, Island Home + Garden price matches big-box stores and offers free delivery of new appliances and pickup of old appliances from island residents. The store serves locals all year long and thousands of vacationers in the summer months.

Cliff’s Variety San Francisco Cliff’s Variety has been in the San Francisco area since 1936. It began as a variety store and expanded its offerings into hardware in the early years. The familyowned and -operated business has evolved to meet the needs of its shifting customer demographics over the years. Its unique window displays invite both locals and tourists to walk in, where they will find items most hardware stores carry, like paint and sundries, housewares and hardware. However, it is also known for its quirky variety of products as well. Customers can find children’s toys, adult Halloween costumes, wigs, gag gifts, fabrics and much more.

Business Tips You Can Learn From Baseball

he Major League Baseball playoffs are in full swing, and fans are gathering to watch their favorite teams compete for a spot in the World Series. Baseball is full of strategy, but the course of a game can change quickly, which means players and coaches need to be prepared. This same outlook can be applied to running a business, so we compiled these 10 winning lessons that baseball can teach you about your own business.

Give fans an experience. Each team has 81 home games in a season, but often it takes only one game to create a lifetime fan. From how your staff greets customers to store cleanliness and the speed of the checkout process, a memorable, positive experience is one way you can turn a casual shopper into a loyal customer.

Don’t be afraid to strike out. Maybe you recently brought in a new product that didn’t sell well or hosted an event that didn’t go as planned. Don’t be afraid of that third strike. Even if you make decisions that don’t pan out, stay in the box and keep swinging. It’s the only way you’ll ever hit a home run.

Anticipate the next pitch. Retailers are always looking for the next big thing, much like batters are always anticipating what type of pitch will be thrown their way next. Sometimes you’ll guess correctly, and sometimes you’ll swing and miss. To help you get ready, consider attending a market, taking NRHA training courses or sharing ideas with other retailers. Digging in and doing some initial groundwork will help you at the plate.

Train your batting eye. The best hitters are those who can make the split-second decision on whether to swing at a fastball right down the middle or pass on a ball outside the strike zone. These players are patient, and they wait for the right moment to swing the bat. Decisions like adding a new product line and making a new hire require research and planning. You may never need to make these decisions at 90 mph, but you can develop your senses to know when to take a swing or wait for the next one.

HARDWARE RETAILING | October 2017

Don’t be discouraged by slumps. There are 162 baseball games in a season, which means every team may have a slump. Maybe your store has a lot of traffic during the warmer months and less when the weather turns colder, or maybe you unexpectedly lose a key employee. You can avoid panic if you have prepared your team for any outcome. Everyone will go through a slump, and every good player bounces back.

Scout for fit. Building a winning baseball team begins with scouts who are in charge of observing players to determine who would be a good fit for their club. When you’re looking at potential employees, consider more than what is on the application in front of you. Consider the person, too, and decide whether they complement your company’s culture and your existing team members.

There’s no I in team.

Take a 7th inning stretch.

Even though some players perform above and beyond, at season’s end, the team’s overall success is based on total wins. Investing in training, providing the right tools and establishing procedures will put everyone on the same track and ensure everyone has the company’s goals and values in mind.

With so many games packed into a season, fatigue is bound to set in. Hitters may lose power in their swings or a pitcher’s velocity may fall, which can affect overall performance. As a hardworking retailer, learn to recognize when you need a break. Taking time off can help you refocus while others take care of the operation. Who knows? Some of your best ideas may come to you when you take a timeout. You’ll return refreshed, re-energized and ready to take it through the ninth.

Track your stats.

Give your players the right positions. Every baseball team has an active roster of 25 players, all with different skills that determine their positions The club manager evaluates each player and decides which placement will best help the team. Identify your players’ strengths and weaknesses and make adjustments as needed to create a winning team.

Baseball players rack up a lot of stats, which can affect their positions—or their jobs—the following season. Operating a successful business that will make it to next season means keeping track of a lot of numbers. Make sure you keep accurate records and consult an expert if some numbers don’t add up. For tools that can help you make sure your business stacks up, visit TheRedT.com/financial-tools.

October 2017 | HARDWARE RETAILING

Reasons Facebook Can’t Replace Your Website

our Facebook page represents your business on social media, and it is a space to promote in-store events, announce new products and sales and connect with your customers. Having a presence on social media is valuable, and in order to compete, you should be engaging online. But it can’t stand alone. If you’re thinking of saving money on website hosting and maintenance costs in favor of sending all online visitors to your Facebook page, think again. Social media should be a large component of your marketing plan, but it’s just one facet. Here are 10 reasons why you should maintain a website separate from Facebook.

Not everyone has a Facebook account. According to statistics compiled by digital media agency ISL, Facebook users ages 13 to 24 dropped more than 50 percent between 2014 and 2017. These users represent the next generation of home improvement shoppers, and according to ISL’s data, Facebook isn’t where they are engaging with retailers online. To find out where you can capture Gen Z shoppers online, visit TheRedT.com/gen-z-shoppers.

Facebook doesn’t support e-commerce. While Facebook offers community selling through its Marketplace, the service is intended for Facebook users and not retailers. It also doesn’t incorporate a payment system, so users must still exchange payment outside Facebook. Even if you aren’t comfortable jumping into a full online store on your website, you can still host a more complete products catalog on your website than can fit on Facebook.

Your content can live on your website.

You can lead customers to your website through SEO.

Your website is where how-to blogs, project and store photos, business information and details on sales, promotions and events can originate. When that content is on your website, you don’t have to input the same information on each of your other social media platforms. You can simply link back to your website and boost your own website’s page views.

Your Facebook page may appear when customers search for your business, but you can set up your website to appear when customers search for specific terms, such as “plumbing tips,” using search engine optimization (SEO). Adding these keywords to relevant pages on your website can draw potential customers to your business and boost your website’s ranking. For more information on using SEO, visit TheRedT.com/seo-roundup.

HARDWARE RETAILING | October 2017

You can tell your whole story on your website.

Facebook prioritizes its brand over yours.

While you can include an overview of your company in the Facebook About section, there’s undoubtedly more that makes your operation unique than can fit in that space. On your own website, you can dedicate a page each to your company’s history, your team members and your products and services, instead of being limited to the few lines Facebook allows.

Facebook has a very clear brand: streamlined newsfeeds and that iconic cyber blue, which makes it harder to show your own brand on the platform. But on a website, you choose the design, the color, the tone and everything else that creates the overall representation of your brand. Read our story from the September issue of Hardware Retailing on developing a strong brand at TheRedT.com/branding.

Having a website means having a company-branded email address. If you have a website with your company name in the URL, (called a domain name), then you can also create multiple email addresses that include that URL, which is one way to help unify your brand and set a professional tone. If you send an e-newsletter or other digital communication to customers, you can set those up to come from your store-branded domain, which lets customers know they can trust the source.

Social media requires constant maintenance and engagement. Social media requires time your team may not have, but a website can remain mostly static and still provide helpful information to customers, like a business overview, store hours and contact information. If you don’t regularly update your Facebook page, then it doesn’t show up in your followers’ feeds, and if a potential customer visits a Facebook page with outdated content, they may think your business is outdated, too.

Your website can link all your social profiles. You can create a page on your website where you can embed your Twitter feed, show off your Facebook posts and snapshot your Instagram account so customers can see everything all in one place. You can also lead your website visitors to your social media accounts by adding social media icons to each page so you are always just a click away.

Facebook won’t be around forever. Think about how—or if—people may use Facebook in 10 years. The internet will change, too, but if all of your information lives on your website, it will be simpler in the future to link to the next new social platform instead of needing to continually recreate content across several platforms. Your website will always be available at the same location for your customers, regardless of what social media accounts they have, and it can remain the cornerstone of your operation’s online presence.

October 2017 | HARDWARE RETAILING

Things Your Employees Are Dying to Tell You

or many retailers, employees are family. Even if they’re not related by blood, these are the people you spend the most time with day to day. Yet even in the most harmonious and communicative workplaces, there are

1. Teach me something. There are plenty of reasons to seek employment, the ability to earn a living being the most obvious. But the most proactive employees are attracted to employers that offer more than just a paycheck. O’Malley says focusing on the professional and personal development goals of your employees can help them determine their objectives, which can be an asset when making decisions like promotions or reassignments.

lessons to be learned for both employers and employees. Hardware Retailing spoke to Tim O’Malley, human resources manager at Tilson, a human resources services company, for some expert advice about managing employees.

3. It’s not just about the money… Invested employees are the gems that every employer wants and needs in the retail world. A business can become a home with these kinds of employees on staff. So, give your employees a reason to come to work each day besides the check at the end of the week. Develop an inclusive mentality among coworkers and supervisors with regular development sessions. These can be training oriented, designed for teambuilding exercises or just plain fun amongst coworkers.

2. You set my tone. Your business, through time, is likely to become an extension of your personality and attitude. “In its simplest terms, the culture of your business is how you operate on a daily basis: How employees, managers and the owners communicate; how the triumphs and special occasions celebrated; how the losses are met and overcome,” O’Malley says. Problems are only magnified when the workforce gets smaller.

4. …but the money is still pretty important.

5. I want to be successful. People are naturally motivated to seek success, but it’s different for every individual. Understanding your employees’ motivations can go a long way toward figuring out their ideas about success and how to help them attain it. Your efforts in this regard will be rewarded with mutually beneficial situations, O’Malley says.

Everyone wants more money for their work. Be proactive in your approach to wages for employees. Research area and industry wage standards and align your payroll appropriately. Acknowledge improvements and success by employees with regular reviews and, if possible and appropriate, wage raises.

6. Tell me what you want. Go beyond just telling your employees their job requirements, and you’ll likely be rewarded for the effort. “As a kid, was there anything more frustrating than a parent saying, ‘Because I said so?’” O’Malley says. “Providing the ‘why’ along with the ‘what’ increases your employees’ buy-in to the messaging.”

HARDWARE RETAILING | October 2017

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Things Your Employees are Dying to Tell You

9. I have some notes.

7. Why does this keep happening? Every company has them— frustrating habits and occurrences that keep sticking around. O’Malley says it can be easy to dismiss suggestions from inexperienced employees, but changing that attitude can open your business up to new perspectives that can help you stay competitive. “Ask yourself, ‘Do we seriously consider suggestions?’ Employees want a job where they know they matter and where they can make a difference,” O’Malley says.

HARDWARE RETAILING | October 2017

8. I think I work harder than you. Even if employees respect the work put in by managers, sometimes employees might think they are holding down the fort, leading to frustration and jealousy. Managers can avoid this problem by keeping lines of communication open and providing affirmation of a job well done. Only responding to negative results can lead to a “no news is good news” attitude, O’Malley says, which can drive down productivity and morale.

Employees know what’s happening in your store. Who better to discuss future decisions than the people you trust with your business? Allow your employees to express these thoughts in a constructive way with positive and even negative feedback. Meetups between employees and managers help maintain communication and transparency.

10. My trust is valuable if earned. An employer puts their trust in every new hire. Sometimes, that trust ends up not being rewarded, but is necessary in the constant search for employees who deserve that trust. There is trust to be earned from employees as well, and like any relationship, it can be the dealbreaker for success. Employees must trust you when you talk about the future of the business and their employment. If waters are troubled, be honest with employees rather than obscure their view. You don’t need to have employees involved in all details of your business strategies, but employees are quick to seize on signs that outcomes aren’t lining up with statements from the top. It’s best to tell the truth.

Members of the North American Retail Hardware Association have access to human resources best practices consulting and services through Tilson HR. For more information, visit tilsonhr.com/nrha.

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Lessons From Dogs About Customer Service

ant to kick your customer service up a notch? Gather some inspiration from your canine companion.

Gain their loyalty. Dogs are the gold standard of loyalty. Build some of that same character in your customers through loyalty programs that offer discounts and gifts. A bonus: loyalty programs give you a list of names and addresses to use in your marketing program.

Offer attention. Dogs crave attention. Customers also appreciate you checking in on them as they shop. Don’t hover, but make sure they find everything they need when shopping.

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Don’t forget the treats. Having snacks available, such as free bags of popcorn, is a great way to make customers happy. If you sell consumables, hand out samples, especially during busier times of the week. Just don’t ask them to sit and stay.

Give them a special space. Dogs like having a bed to call their own. A customer’s special space could be a customer service desk where they can go to ask questions. It’s any place that makes it easier for them to get help.

Be happy to see them. Your dog is always happy to see you come home. Could your employees use a dose of that same enthusiasm? A smile and a friendly greeting are great ways to make your customers feel welcome.

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HARDWARE RETAILING | October 2017

Create expectations.

Be consistent. Dogs like routine and so do customers. Aim to provide consistency in the levels of service customers receive when they shop your store. Focus on giving your customers a great shopping experience every time they visit to ensure they return again and again.

Dogs quickly learn the behaviors they should and shouldn’t repeat based on their owners’ reactions. Similarly, customers learn after just a few interactions if they can expect to receive good or bad customer service from you and your staff. If they have good experiences at your store, they’ll keep coming back to shop. If they have too many bad experiences, they’ll find a different store instead.

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Get some feedback.

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By watching your dog’s behavior, you can see if she’s happy, sleepy, hungry or sick. Be more straightforward with customers. Ask them for feedback through customer service surveys. Find out what they like and don’t like about your store.

Play a game. What dog doesn’t love a game of fetch? Use games or events to interact with customers in store or through social media to make your store a fun place to be.

Make them comfortable. Dogs are most at home in a familiar environment. Customers value familiarity, too. Design your layout so customers can easily shop it, with nothing to trip them up as they walk from one aisle to the next. The store should be bright, clean and inviting.

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October 2017 | HARDWARE RETAILING

Tips for Completing an Honest Store Critique

tore owners throughout the industry have discovered that business critiques from other independent home improvement retailers help them become better operators. Ask a fellow retailer or two to walk through your store, interact with employees and study your financials. They may highlight problem areas you haven’t noticed and show you how to make strengths even stronger. Do your own critiques as well, in a consistent, disciplined way so continual improvement is built into your company culture.

3 Evaluate every product category, one at a time. Assessing a category by itself gives you or the retailer critiquing your business the opportunity to drill into department-specific questions. Is your high-end outdoor power equipment dusty? Is cable in the electrical department neatly coiled? Do you have the right product mix in your outdoor living category? Are your housewares still on trend? Could you earn better margins on your impulse products?

1 Look at your store’s interior appearance like a customer. Walk through your business from front to back and down each aisle and consider the merchandising, store cleanliness, organization and product outs. Are there better layout options? Is every department well-lit? Are the products creatively merchandised? Do the items on each shelf have their labels facing the aisle? Does your cross-merchandising make sense, and are the items in season? Do you see empty pegboards and messy shelves?

2 Plan for improvement. End every store critique by making a plan for action. Create detailed proposals for improving the problems your critiques have exposed. Assign the tasks outlined in your plans to specific employees who you know will take ownership of the projects. Then, work with your staff to set step-by-step goals with deadlines.

HARDWARE RETAILING | October 2017

4 Observe employees. An objective perspective from someone your staff doesn’t know will help you assess how your employees are performing when you’re not present and whether a positive work culture is evident to customers. A mystery shopper program can be useful for gauging how well your employees are serving customers. However, insight from another retailer who is experienced in hiring and training could be even more helpful for zeroing in on how to improve.

5 Listen to customers. Take shoppers’ questions and complaints seriously, and don’t let them be forgotten, no matter how busy you get. If one person thinks your bathrooms are dirty or you hear about a poor customer service experience, pay attention. Write the comments down and address complaints quickly. If possible, make sure that no one else, including the shopper who complained, will have the same issue again. Providing cleaning checklists and retraining or replacing an employee could be the solutions you need. If those changes don’t eliminate an issue, that could mean you have bigger problems to address.

6 Make your store signage work for you.

Be sure your interior signage and any displays that protrude into aisles are attractive, easy to see and draw customers into each department. Make sure they don’t confuse, distract or make the store noncompliant with the Americans with Disabilities Act. Directional signage should always be highly visible and up to date.

Think strategically about your main aisle. Your power aisle should be a well-planned and well-executed attention-getter. Plan ahead for creative displays, which showcase seasonally appropriate products, and consider the products you place in your dump bins. Dump bins are a good solution to merchandise impulse and sale items, but ensure they don’t look messy.

7 Give your store’s exterior a 360-degree inspection. Consider both the appearance and safety of a store and parking lot. Does the building look inviting? Are the window displays attractive and current? Is every window used well, or do some merely show the ends of interior fixtures? Could you better merchandise your outdoor displays or storage areas that are visible to customers? Is signage wellmaintained and easy to see? Is the parking lot well-lit at night? Would replacing, adding or moving security cameras improve safety?

8 Ask for outside help every few years, if not annually. Ask a retailer who isn’t a competitor to walk your store and give you honest feedback. A fellow independent home improvement retailer will understand many of your business challenges and may be able to offer suggestions that never would have occurred to you. If you give that retailer permission to be boldly transparent about what they think you can improve, then you might hear some important, hard truths that no one else has the guts to tell you. An outsider will be more likely to notice problem areas than you will, especially if you’re trying to improve a location you see daily. They may suggest quick fixes, as well as long-term goals to set.

10 Keep the store critique process consistent. Use a checklist or worksheet as a standardized tool to assess your operation. Doing so will help you consistently evaluate your business over time and notice issues you wouldn’t have spotted if you hadn’t looked for them. If fellow retailers critique your store, then ask them to use the standard list so they don’t miss anything. To download a critique sheet, visit TheRedT.com/critique-sheet.

October 2017 | HARDWARE RETAILING

Products New Homeowners Need

wning a home is part of the American dream. But repairing, maintaining and improving that home can be a nightmare for homeowners who don’t have the right equipment to get the job done. The next time a new homeowner visits your business, be sure to take a few minutes to ensure they have some of the most useful tools and products for DIY projects and ongoing home maintenance.

HARDWARE RETAILING | October 2017

Point out classic products they know they need and additional items they probably haven’t considered. Matching eager homeowners with tools for success can be a great way to build relationships and provide ongoing revenue for your business. Hardware Retailing spoke with Jason Mathias of Hillsboro Hardware in Nashville, Tennessee, to learn which products he recommends to new homeowners.

Housewares

Water Keys

Investing in fast-moving housewares can be a great way to help new homeowners make a house a home and provide stellar housewarming gifts. Mathias says Hillsboro Hardware sells lots of appliances like toasters and blenders, but he says electric heating pads are also popular for new homeowners.

Mathias says most homeowners neglect to buy water keys, which can shut off a home’s water supply in an emergency. “When you need one, you don’t want to go to the hardware store to get one. Busted pipes happen all too often and you don’t want to be caught without one,” Mathias says.

Power Drills

Pole Tree Pruners

A power drill is an affordable, easy-to-use tool and a must-have for homeowners. Helping a customer find the right drill will make them comfortable tackling projects large and small. Stock corded and cordless varieties to help homeowners complete immediate and long-term projects.

Durable and lightweight, pole tree pruners are a great investment for new homeowners. They reduce the need for a ladder and can handle small to medium-sized branches. “Most people who own a home would love to have one, but they don’t even know it exists until they see one in action,” Mathias says.

Safety Gear

Wet-Dry Vacuums

From fire extinguishers to first-aid kits, having the right safety gear can be a small investment that safeguards new homeowners for years to come. Recommending safety gear as an add-on to a new homeowner’s purchase will boost your average transaction size and keep your customers safe all at once.

New homeowners don’t know how convenient wet-dry vacuums can be. Tell them they can remove water from flooded areas and reduce stress on sump pumps. “Everyone is facing crazy weather. Having the necessities like a wet-dry vacuum is critical,” Mathias says.

Hex and Allen Keys

Drywall Repair

Available in sizes from 0.7 to 46 millimeter increments, these versatile tools can help homeowners assemble furniture and bicycles, and they’re easy to use, even in tight spaces. Recommend a set of different sizes to give homeowners lots of options for all their upcoming DIY projects.

Inexpensive drywall repair kits have helped homeowners find their footing on home renovation projects and kept walls looking great for years. Wall repair kits are available from many different manufacturers, so be sure to stock options at a few price points to encourage sales among homeowners.

Extension Cords

Dehumidifiers

Extension cords can be a low-cost, high-impact add-on item. Remind customers that beyond facilitating home repair projects, extension cords are also useful for outdoor DIY projects, parties and holiday decorations. “It’s obvious, but you’ve got to have them available all the time,” Mathias says.

Mathias says dehumidifiers are great investments for homeowners because they remove extra moisture from basements season after season. Tell homeowners with unfinished basements that dehumidifiers could save them money on potential mold removal and protect their indoor air quality.

October 2017 | HARDWARE RETAILING

Ways to Use Hardware Retailing

ccording to a recent readership survey, nearly 90 percent of readers say Hardware Retailing provides them valuable information to help them run their businesses. In addition to using the magazine for best practices advice and for scanning industry trends, we’ve compiled these 10 alternative ways to use Hardware Retailing when you and your employees have finished reading.

As a Sleep Aid Need a nap on your lunch break? Stack a few issues of Hardware Retailing to a height that won’t strain the neck. The soft pages can provide hours of sweet slumber during the middle of the day.

As Pet Bedding Sell out of those big fluffy dog beds? Run the entire magazine through the shredder along with your sensitive financial papers. It makes a nice bed for Fido.

As a Disguise Maybe you’re embarrassed to be flipping through SkyMall on the plane. Hide it behind an issue of Hardware Retailing, and you’ll look like a respected business owner while shopping to your heart’s content.

HARDWARE RETAILING | October 2017

As a Coloring Book Turn to Dan Tratensek’s column, “Taking Care of Business,” and decorate his headshot however you’d like. With a little imagination, Dan can be wearing a different hat each month!

As an SOS

As an End Table

If you find yourself shipwrecked on an island with nothing but a copy of Hardware Retailing, don’t worry. First, take a few minutes to relax on the beach and read some ideas on how to improve your business. After you’re finished, use the magazine to start a fire so a nearby ship or plane can rescue you.

Hardware Retailing is printed 12 times a year, and has been since 1901, so there’s a good chance you have enough issues that you can stack up to build a sturdy table.

As a Way to Make Money Next time you meet a Hardware Retailing staff member, have them sign a magazine. That will increase its value exponentially and you can take it straight to Sotheby’s. You just have to find a buyer.

As a Pinterest Project

As a Fly Swatter

Need some glossy, colorful paper for your next craft project? After you read Hardware Retailing, you have enough paper for multiple projects. Use it to make baskets, dresses, bracelets and more. You may even find the next niche for your business!

Kill flies, spiders and other bugs by rolling up the magazine and using brute force. Bonus: The glossy cover is easy to wipe clean.

As a Megaphone Some people are known for being soft-spoken, so they need a little help to be heard. Hardware Retailing can help! Roll up the magazine. Put one end to your mouth and yell. Repeat as necessary.

October 2017 | HARDWARE RETAILING

Ways to Navigate a Family Business

or many people in this industry, retail and family go hand-in-hand. While running a family business is rewarding, it is not always easy. Hardware Retailing spoke with Wayne Rivers, co-founder and president of The Family Business Institute to gather 10 tips family business leaders can implement in any retail operation.

5. Continuous Improvement

START

1. Communication Is Key A majority of issues coming from management are communication problems, Rivers says. The only way to get better at communicating is to practice. In some case, this means family business leaders should step away from the urgent, day-to-day operations tasks to focus on the bigger picture.

Top family business leaders are always looking to improve themselves, their people, their families and their organization, he says. Business leaders don’t fall prey to the idea of “that’s the way we have always done it here,” which represents clinging to the status quo. Visionary family business leaders understand that the status quo holds the organization back. Avoiding necessary and desirable change is the greater enemy to family businesses over the long haul.

2. Strategic Management The best manager is a strategic manager because strategic planning yields so many benefits for family businesses, Rivers says. The use of long-range planning, advanced 21st-century management tools, and modern family governance practices increases the amount of communication, information and knowledge sharing in family businesses, which in turn strengthens and improves the organization and the company culture and can increase business opportunities.

4. Dealing With Change The best leaders see change and challenge as opportunities while simultaneously avoiding a victim mentality, Rivers says. It’s important to not only that recognize change is a fact of business life, but to learn to anticipate it and get ahead of it to be prepared and take advantage of new opportunities before the competition does.

3. People Management The most successful retailers are those who recognize and acknowledge their people, Rivers says. If you don’t have a system for the care, training and nurturing of your team, you’re not going to attract top talent. Hire excellent employees instead of average, and then recognize and thank them.

HARDWARE RETAILING | October 2017

6. Skills Development

7. Growth-Oriented People Define Growth Growth doesn’t happen by itself, Rivers says. Leaders who are passionate about what they do, investing in and developing their people and making continuous and never-ending improvements create either written or mental designs to grow. It’s not coincidental; they have big-picture plans with clear goals in mind and they develop execution plans focused on growth.

Successful family-business leaders know that when they graduate high school or college, the everyday lessons aren’t over. These types of leaders immerse themselves in crucial lifelong skills like relationship-building, process mapping, communicating with others on a deep, meaningful level, risk management, creative thinking and managerial accounting, Rivers says. Visionary leaders seek out training and education in these areas since they know learning never stops. They’re hungry to find the knowledge and information to allow them to stay one step ahead of the competition.

FINISH

10. Develop Future Business Leaders 9. Working With Others, Even Family The unwillingness or inability to work with others—including family—has been and will be a downfall for family businesses. Business owners value their independence, flexibility and the ability to chart their own paths, yet when they start families, they often shape their children in their own images. Rather than dismiss their adult children’s ideas and influence when they join the business, it’s important to get along with others, inside and outside the family. Independence must be put aside for a greater focus on mutual benefit and cooperation.

The most successful business leaders enjoy and take pride in developing future leaders, Rivers says. They must remove themselves from the day-today in favor of mentoring, next-generation and successor training and being stewards of their family business.

8. The Importance of ‘What If’ Scenarios and Contingency Plans Successful leaders manage risk in a calculated way, Rivers says. They don’t wait for life to slap them in the face, but look months and years into the future to identify obstacles. Instead of sinking into worry, they plan for the unexpected.

October 2017 | HARDWARE RETAILING

Tips to Get the Best Photos at Store Events

hey say a picture is worth a thousand words, but a strong, well-composed photo is worth so much more. The perfect shot can showcase your operation in a beautiful light, boost sales and even engage your customer base. Having a collection of pictures on hand can help add character to your social media posts and give customers an idea of your operation’s unique brand. It’s easy to get caught up in the hustle and bustle of hosting an event at your business, so check out these 10 tips for better event photography to help your store shine.

1 Make a shot list. Go into your next event with a plan. Take some time to make a list of the photos you absolutely want to take before, during and after the event to end up with a complete set of photos. Consider taking photos of event signage prior to the event, and take candid shots of guests arriving, photos of speakers and event entertainment. Rounding out the event with a group shot is a great way to ensure you photograph as many attendees as possible. Having a thorough shot list will keep you organized from beginning to end.

2 Invest in the right camera. Taking photos with your smartphone is perfectly acceptable, especially if you’re going to post directly to your social media pages, but for truly dynamic, rich photography, purchasing a versatile camera could be a sound investment for your operation. Great cameras are available at every price point, so research your options, and don’t be afraid to practice, practice, practice with your new camera to get the hang of it.

HARDWARE RETAILING | October 2017

3 Follow the rule of thirds. Try to structure your photos with the rule of thirds to produce compelling images. Imagine a tic-tac-toe board across your field of vision. Often, it makes sense to put the subject of a photo right in the center of that tic-tac-toe board, but choosing to place your subject off-center (along one of the tic-tac-toe board’s vertical lines) can be an unexpected choice that highlights your building, your inventory and other attendees.

4 Shoot early, shoot often. During an in-store event, it’s much better to take too many photos than too few. Stay respectful throughout the event and don’t interrupt attendees, but keep in mind that you’ll want as many options as possible after the event ends, so taking lots of photos is your best bet. Take photos from a variety of angles and include a mix of subjects to truly record an event and have as many photos as possible for social media, promo materials and company archives.

5 Use a simple background. When you’re taking group shots or headshots of individual attendees, be sure to choose a simple background so the focus is directly on your subject. Finding a plain wall in the event space and using that as a predetermined area for photos can add consistency to your photography and produce stunning results that highlight your subject.

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Tips to Get the Best Photos at Store Events

Make the rounds.

Use natural light.

When you’re taking photos at an event, mingling is part of your job description! Being mobile throughout your event will help ensure that your photos have a wide range of angles and framing options. Having a final set of photos that include images from many different vantage points will diversify your photos and create compelling options for future use online and in print.

Try using ambient light—the light that is naturally produced in a room by overhead lights, lamps and windows—for your photos instead of flash whenever possible. This type of lighting will give your photography a warm, inviting look that organically highlights your event. If possible, take outdoor photos during the golden hours—the two hours after sunrise and before sunset can be a photographer’s best friend. There are times when flash photography is necessary, but when natural light is enough to illuminate a room, it can make for stunning shots.

8 Take a cue from the building. Staying on your toes as an event photographer means keeping a close eye on your surroundings. Be on the lookout for special design elements of your store that would make for interesting photos, especially unique architectural elements, symmetrical objects and special decorations. Photos that include these one-of-a-kind details are pleasing to the eye, can help distinguish your photos and frame subjects in memorable ways.

5 9 Pay attention to the details. Following your shot list will help you capture all the most important aspects of an event, but don’t be afraid to look for shots to take in the moment. Even a few on-the-fly photos of an unexpected event or a candid interaction can add surprise and spontaneity to your photos and help you truly capture an event to remember for years to come.

10 Back up your photos. It’s one thing to take photography tips and tricks into practice, but all your perfectly composed images could be lost forever if you don’t back up your photos. There are lots of options to help safeguard your photos. Affordable USB drives are readily available at electronics stores. Also consider storing your photos on the cloud, which will protect your photos if your USB drives are lost or your operation suffers a natural disaster.

October 2017 | HARDWARE RETAILING

Lessons I Learned While Traveling

By Hilary Welter, hwelter@nrha.org

rom August 2016 to July 2017, I lived in, worked remotely from and explored 10 countries and 12 cities with 70 people through a program called Remote Year. At the beginning of each month, I traveled to a different city, while balancing working full time for the

North American Retail Hardware Association. As I reflect back on all the cultures, languages, accommodations, remote work and travel madness, there are 10 lessons I learned, one from each city I called “home.” Read more about my year at TheRedT.com/nrha-abroad.

1. Lisbon, Portugal

4. Split, Croatia

Lesson: Stay true to yourself.

Lesson: Recognizing the past is important.

Five years ago, I crashed while mountain biking and have felt skittish on bikes ever since. In the first month of Remote Year, I found myself on a three-hour bike ride up and down hilly sidewalks in 90-degree heat. Afterward, I vowed never to sign up for something I anticipated I wouldn’t enjoy ever again. I’ll be the first one to preach on trying something new that scares you, but everyone has things they don’t love.

Split is a ghost town in November after its tourist-ridden summer. So, I hit the road. I visited Sarajevo, Bosnia-Herzegovina, and learned about the 1990s Siege of Sarajevo, toured the Anne Frank House in Amsterdam and visited the Dachau Concentration Camp Memorial Site in Germany. While learning about the past can be sad and sobering, it’s important to be knowledgeable so we don’t let the same mistakes happen again.

2. Rabat, Morocco

5. Prague, Czech Republic

Lesson: Understand people from backgrounds different than your own.

Lesson: Appreciate the little things.

I spent Eid al-Adha, one of the most celebrated holidays in Morocco, with a local friend and his family. Despite the language barrier, they warmly welcomed me to learn about and participate in their celebration. This experience radically altered my thoughts on Morocco. Though our cultural and religious norms are different, we now understand each other a little better.

I think fondly of Prague more so than the other European cities I visited. Even in blistering cold December, I simply enjoyed day-to-day life. I loved the easy-to-navigate public transportation, the local coffee shop around the corner from my apartment, cobblestone streets, detailed architecture, tender beef goulash, cheap beer…the list goes on. Finding joy in the small details that make up everyday life is important.

3. Sofia, Bulgaria

6. Valencia, Spain

Lesson: Be cool when things don’t go exactly as planned.

Lesson: When the going gets crazy, embrace the crazy.

When an eight-hour bus ride turns into a 15-hour bus ride that leaves you stranded in a small Romanian town in the middle of the night with nothing in your stomach but gas station snacks, it’s easy to get a little cranky. But when your negative attitude might impact the other 40 people you’re traveling with, staying positive and adaptable keeps things from going from bad to worse.

During January, I traveled to the U.S., Switzerland, France and Sweden with stops back to Valencia in between. I was busy, but I made the most of it by being completely present wherever I was and making the most of every moment I had. Instead of always looking ahead, I focused on who and what was in front of me, whether it was my computer, a retail store or a friend.

HARDWARE RETAILING | October 2017

5 1 6

2 7 8 9 10

7. Mexico City, Mexico

9. All Around Peru

Lesson: You can’t judge a book by its cover.

Lesson: Turn your personal challenges into opportunities for growth.

I love Mexico City. However, prior to visiting for a month, it was never on my list. I figured it couldn’t be all that great. How could it compare to the beaches in Cancún? Well, there are no beaches. But the city offers a bright spirit, energetic attitude and laid-back personality with some of the most delicious food, lively parties and smiling faces you’ll ever see. I guess it’s true that you can’t knock something until you try it.

During May, I woke up next to a tarantula in a rainforest treehouse. I visited a poverty-stricken village along the Amazon river. I experienced mild heat exhaustion while hiking up Machu Picchu. I slept under coats and blankets on a block of salt and went showerless for days while road tripping in Bolivia. Travel isn’t always glamorous, but every challenge made me stronger.

8. Bogotá and Medellín, Colombia

10. Córdoba and Buenos Aires, Argentina

Lesson: Invest in learning a new skill.

Lesson: Follow your heart, reflect often and love your family.

After residing in Spanish-speaking countries for two months, it was time to get a language tutor. Although I’m seven-months deep in Spanish lessons and I ventured around Spanish-speaking countries for six months, I would still consider myself a beginner. Learning a second language isn’t easy for me, but I’m committed because I know it’s a sound investment for my future as a traveler and a professional.

At the end of the program, I thought a lot about my decision to participate in Remote Year and determined it was one of my best. My days in Argentina were mostly spent holed up in restaurants, coffee shops, co-working spaces and apartments with my Remote Year family. Everything I did and saw was awesome, but the people I met and lessons I learned were most impactful.

October 2017 | HARDWARE RETAILING

Ways NRHA Can Help Your Business

s an independent home improvement retailer, you have access to a wide variety of benefits through the North American Retail Hardware Association (NRHA), your trade association. Many of the resources are free and easy to access. You can also take advantage of more in-depth training aids, programs, conferences and more. In addition to publishing Hardware Retailing magazine, here are 10 resources your association has created for you. Learn more at nrha.org/membership.

Retail Management Certification Program

This program gives future retail leaders a chance to build a network of peers, create a business plan that will provide a return on investment and generate new ideas. Ideal for upper-level managers, this course develops strategic planning, decision-making and leadership skills. Learn more at nrharmcp.com.

2 Training Made Easy If you need help starting or improving your training program, look no further than NRHA’s Train the Trainer guide. It’s full of tips, instructions and examples from retailers on creating an effective program using NRHA’s online training and Trainer’s Toolbox resources, which are quick, three- to five-minute lessons on topics including operations, merchandising, selling skills and product knowledge. Get the guide at TheRedT.com/trainer.

Industry Research

State of Independents Conference

Looking for a way to compare your business’s performance to others in the industry or see how much money stays in your community when customers shop at your business? NRHA’s research library helps you stay informed. Popular studies include the Cost of Doing Business Study, Home Sweet Home Study, Merchandising for Profit and the annual Market Measure Report. Access these and more at nrha.org/membership.

NRHA’s State of Independents Conference lets retailers get up close and personal with manufacturers, distributors and other retailers to build better relationships and voice their opinions. NRHA is the only organization that brings retailers together to have a collective voice in the industry. Register for this year’s conference at soic.eventbrite.com.

HARDWARE RETAILING | October 2017

Intensive Online Employee Training

Business Services Running a business means managing responsibilities like health insurance, human resources and payroll. NRHA partners with expert organizations to offer a suite of business services designed with independent retailers’ needs in mind to provide alternative solutions. Learn more about the programs at TheRedT.com/business-services.

An NRHA Training Membership gives retailers access to in-depth online training, including interactive lessons, study guides and tests on topics like product knowledge and selling skills. Some of NRHA’s popular courses include Basic Training in Hardware Retailing, Basic Training in Building Materials Retailing and Our Three Pennies of Profit. Learn more at TheRedT.com/nrha-training.

NRHA All-Industry Conference

Retailer Research Panel

Held in conjunction with the National Hardware Show®, the NRHA All-Industry Conference is a series of educational seminars and networking events that are free for retailers to attend. It offers insights into issues like omnichannel retailing, consumer behavior and generational trends. More details at nrhaconference.com.

Members of NRHA’s Retailer Research Panel complete monthly surveys on various industry topics to help the association collect data for studies, industry events and Hardware Retailing articles. Not only do participants provide pertinent information that helps move the industry forward, but panelists also receive exclusive access to research and are eligible to win a $250 gift card each quarter. For more information, visit TheRedT.com/join-the-panel.

10 Foundations of Leadership Program This online course introduces key concepts of leadership and personal development to employees who are new to management. Participants engage in several assessments to determine their leadership style and learn how to develop their leadership skills based on their style. Coursework presents best practices in communication, problem-solving and building and developing teams. Learn more at TheRedT.com/rli.

Retailer Roundtables

Connecting with retailers inside and outside your wholesale affiliation can be invaluable. NRHA’s many roundtables allow retailers from across North America to get together and speak about topics like finance, human resources, marketing, leadership and more. Get more information at TheRedT.com/rli.

October 2017 | HARDWARE RETAILING

HARDWARE RETAILING | October 2017

By Chad Husted, chusted@nrha.org

Cover the Spread Know What Your Customers Want to Create a Tailgating Destination

t’s necessary, at times, to indulge in the classics. Whether it’s re-watching a favorite movie, returning to a favorite high school haunt or cooking up one of mom’s old recipes—the good stuff stays relevant forever. Tailgating fits right into that wheelhouse, something uniquely tied to a certain time of year, weather and attitude. When the temperature dips just a bit and when the crisp returns to the air in the fall, sports fans break out the grills and coolers for a few hours before and after football games to enjoy camaraderie and prepare for the upcoming showdown. There are certain items necessary for any tailgate party. Just like burgers, buns and beer, items available in hardware stores fill a key role at these events. Grills dominate lawn and garden sections, while the pieces necessary to build beanbag boards can be found in any lumber department. To learn how you can best equip yourself to serve the game time crowd, Hardware Retailing spoke to tailgating enthusiasts Darrell and Shelly Deem, Indiana University (IU) fans who root for their beloved Hoosiers rain or shine each week. We also looked to Vickie Temple Davison and Kristina Temple Hill, the mother-daughter team behind Bloomington Hardware in Bloomington, Indiana, home of IU, for tips on how retailers can earn tailgating business.

October 2017 | HARDWARE RETAILING

XHardware Is Tailgating X

Whether your business is located in a college sporting hub like Bloomington or not, tailgating is intrinsically tied to hardware products. From outdoor entertaining to hardware essentials, there are plenty of things you carry to attract a tailgating diehard. The same equipment needed to power outdoor lights on a work site can keep the party leading up to a night game just as happy (well, probably happier than a nighttime work site). “A huge factor in earning business in Bloomington, and this goes double for tailgaters, is being a knowledge base for customers,” Davison says. “Having employees who can help a freshman college student fix a hole in the wall for the first time or pick out the best grill in their price range is an invaluable resource to have in your store. That kind of service translates to tailgating since those customers are looking to get what they need and start enjoying themselves.” Identify items that combine mobility and utility. For tailgaters and IU fans Darrell and Shelly Deem, their setup has developed over years of tailgating with family and friends into a truly luxurious spread designed to allow as much fun as possible while limiting the work necessary on the hosts’ part to throw the party. From the satellite dish and TV for entertainment to the

chafing dishes to keep everyone fed, the Deems don’t skimp on tailgate comforts. To best impress the tailgate enthusiast, cross-merchandise items from different departments in a central location near the front of the store. While this display may not include a full-size couch (as the Deem family’s tailgate setup does), it can be a great way to inspire a tailgater. Don’t break down your summer displays of portable grills and accessories too early. As fall sets in, these displays can be reimagined to focus on tailgate shoppers. Include coolers along with other cooking equipment you stock to give shoppers options on their meal prep. Storage containers and even toolboxes can be easily converted into cooking utensil holders and organization tools for mobile partiers. Even more than the already-prepared products that make for a great tailgate, you can stand out as the go-to location for customers to buy equipment necessary for less obvious projects. Popular tailgating games, like beanbag toss and ladder golf, are also easy DIY projects. In addition to stocking pre-assembled sets, group together the necessary products (plywood, beanbags, PVC pipes) in a tailgating section for those customers who want to take on an extra challenge.

Bloomington Hardware in Bloomington, Indiana, merchandises grills outside the store to catch the attention of students returning for school and for football.

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“The State of Independents Conference gives retailers new windows to see how they can grow their business and meet their customers’ changing needs, not fight the change.”

Dan Harris | Palos Ace Hardware | Palos, Illinois

FOR MORE INFORMATION AND TO REGISTER VISIT SOIC.EVENTBRITE.COM

XSetup Is Crucial X

Every tailgate party is different. Some feature nothing more than a small charcoal grill and a cooler with enough cold drinks for two. Other parties include recreational vehicles full of people and equipment that make you wonder if anyone is actually going to leave in time for the game. The Deems are no slouches in the comfort department, and their setup requires plenty of the equipment and tools found in a hardware store. They usually get to their regular parking spot about three hours before kickoff for home games at IU and begin setting up their base camp for the day. The camp includes a full-size couch with the score of every Hoosiers win they’ve attended with the couch written on its back, as well as a flat-screen TV mounted to their SUV. While grills are often a common sight at tailgates, the Deems prefer the cook-ahead method, putting their meals together the day before then reheating items in slow-cookers on game day.

The back of the Deems’ couch doubles as a place to keep track of the scores of their favorite team.

5 Must-Have Tailgate Items 1. Party Essentials Every tailgate party needs the essentials, including plastic housewares and cutlery, disposable cups and cleaning products. Group these items with other necessities, like trash bags and aluminum foil rolls, to remind customers of items that can easily be forgotten but become a huge hassle when not on hand on game day. That kind of save can go a long way with customer loyalty.

2. Cooking Needs Think mobility and packing with these products. If you feature full-service grill options in your lawn and garden category, have smaller grills available. However, larger-than-normal coolers are the go-to for many tailgaters, as one cooler for a large amount of food is easier to pack into a vehicle than multiple smaller coolers.

3. Shelter The weather isn’t always ideal, but the game must go on. Offer items like large, open-sided tents and canopies to keep tailgaters out of the sun or rain, depending on the conditions. Outdoor heaters can also become must-have

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items for tailgaters in areas prone to harsh winters. Stock small hand warmers and ponchos in your impulse area to catch tailgaters on their way out the door.

4. Smaller Necessities Darrell and Shelly Deem say the small items they need from hardware stores are critical, including the ever-present need for duct tape. They also emphasize extension cords for anything electric, elastic bands to keep items together and zip ties to safely secure equipment in transit.

5. Project Items Tailgaters are a crafty bunch, and having a few common items readily available can help serve their assembly needs. Common hardware departments like plumbing and lumber may provide materials customers need to build their own games, like lifesize Jenga. Often a tailgater will be inspired by another person’s setup and will come to you for advice on how to make their own. Be sure your employees knowledgeable about these projects so they are ready to assist customers looking for direction.

Putting together that type of spread needs the help of a hardware retailer, Shelly says. Items range from consumables and add-ons (drink koozies, folding tables, large coolers designed for catering multiple meals) to large-ticket items that are staples in many retail locations (grills, generators, heavy-duty extension cords and brackets to attach TV and satellite equipment to vehicles). “Not everyone has the same setup, but we’ve built a pretty nice area over the years,” she says. “It’s often the unexpected project that we’ve used a hardware store for, the item we didn’t know we needed.” Shelly and Darrell highlight needs like a flagpole holder that is held in place under a car’s wheel as a go-to item from a hardware retailer. Flag poles made out of PVC piping and outdoor lighting are also items that may already be a part of your regular order.

“Not everyone has the same

setup, but we’ve built a pretty nice area over the years. It’s often the unexpected project that we’ve used a hardware store for, the item we didn’t know we needed.

”

—Shelly Deem, Indiana University Hoosiers Tailgater

A parked car doubles as a weight for a flagpole at a tailgating party.

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XRetailer Know-How X

A comprehensive grill category should include a range of grill sizes, including portable grills most often used by tailgaters and a variety of grilling and cookout accessories.

Sometimes it takes tearing things down to build them better. Davison’s and Hill’s decision to remodel the interior of Bloomington Hardware led to rearranging the aisles and shelving displays. That change made the entry area for Bloomington Hardware more inviting, Davison says, and that has played well into the business’s plans for tailgating. “We have this great area now for customers when they first walk in. It’s led to unexpected combinations, like using the wider aisles to feature large storage bins that have been a hit with tailgaters for packing up their equipment,” she says. Bloomington Hardware has established two priorities for meeting tailgating customers’ needs: consumables and unique items. Products like one-time use charcoal bags, small gas containers for grills, lighters and lighter fluid and cleaning chemicals and wipes have helped build the store’s reputation for being a tailgating destination, Hill says, citing an endcap display for paper towels that has quickly sold out in past tailgating seasons.

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“A grill might be a

one-time purchase for a customer, but consumables are items that keep them coming back

”

—Kristina Temple Hill, payroll clerk and buyer, Bloomington Hardware The endcap display highlights how simple items, when displayed prominently and priced right, can garner sales from tailgaters who are in a rush because they forgot items at home or who simply expected to pick them up near their tailgating site. “A grill might be a one-time purchase for a customer, but consumables are items that keep them coming back,” Hill says. “We don’t sell beanbag boards, but we sell the bags themselves. Those things get tossed around and get lost all the time, so we need to have those kinds of items on hand.”

Bloomington Hardware’s unique items that do well include standard products that feature small details to set them apart. For her business, Davison says having grills and other equipment in the appropriate colors for IU fans is a big factor. “Here in Bloomington, everything is red,” Davison says. The official colors of IU athletics are crimson and cream. “That carries over into accessories and add-ons for us.” When outfitting your tailgating display, consider items branded for local teams. A customer who already has a folding table might consider another with their team’s logo, and if your location is closely associated with a tailgating hotspot, the products aren’t likely to languish on the salesfloor. For tailgaters and retailers alike, the primary goal is simplicity and access. As football season heats up and the temperature outside cools, consider these tips in your store to keep area tailgaters happy. Stock common consumables in prominent areas of your stores and make sure your employees are ready with useful tips and items for anyone looking for their next tailgating projects. And don’t forget to enjoy the game, too.

Stocking products in colors and logos of popular teams will draw in a crowd of enthusiastic shoppers ready for game day.

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October 2017 | HARDWARE RETAILING

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Newsmakers

‘Dark Store’ Tax Loophole Hits Small-Town Budgets

Upcoming Events October 11-13 Wallace Hardware Co. Inc. Fall Dealer Market Pigeon Forge, Tennessee

13-16 Do it Best Fall Market Indianapolis

November 12-14

roperty taxes are a significant portion of a retailer’s tax burden, and some big-box retailers have found a way to lessen their burden through what is called the “dark store” theory. The theory suggests that operational retail stores should be valuated and taxed the same as stores that are empty and nonoperational, or “dark.” Property taxes for retail establishments are calculated by the county in which the retail store exists, according to Cincinnati CBS affiliate WKRC. Homeowners can appeal their property tax bill if they feel it’s too high, and retailers can do the same. “If your house gets a reduction, the impact on the county is small, but if big-box values are reduced, that’s less money for schools and social services,” the news outlet reports. According to WKRC, big-box retailers throughout the U.S. like Walmart and Lowe’s have successfully had their property tax bills lowered and have been issued refunds using the dark store loophole. WKRC reports that the initial tax assessment for a Walmart in Fairfax, Ohio, was $12.9 million. After the company appealed, asking to be appraised at just $9.2 million, it was lowered to $12.5 million. In Brown County, Wisconsin, six retail establishments, including Walmart and Menards, sued their respective localities for reduced tax assessments over the course of just two months, according to the Green Bay Press-Gazette. The newspaper reports that the Wisconsin League of Municipalities knows of 200 similar cases in the state and is lobbying to close the loophole. In the case involving Menards, the property tax was initially assessed at $12.4 million, and the retailer sued for an assessment of $5.8 million in November, according to the Green Bay Press-Gazette. “However, that value was below the $8.7 million in taxable value it agreed to create in exchange for the village’s $1.6 million in tax incremental financing that supported construction of the store,” the newspaper reports. Taking into consideration that information, Menards filed a new lawsuit on Aug. 1 for a tax assessment of $8.7 million. The suit is still pending, according to the newspaper. In his testimony to the Wisconsin legislative body that is considering closing the loophole, Rhinelander, Wisconsin, alderman Alex Young says that when big-box retailers successfully lower their tax bills using this loophole, homeowners and small businesses end up footing the bill, reports Wisconsin NPR affiliate WXPR. “[It] results in shifting the tax burden from those commercial properties further onto homeowners and small businesses that can’t afford to hire the big-shot tax consultants that can find those loopholes.”

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Specialty Tools & Fasteners Distributors Association (STAFDA) Annual Convention & Trade Show Austin, Texas

14-16 Distribution America & PRO Group Inc. 2018 Executive Planning Conference Marco Island, Florida

December 7 North American Retail Hardware Association (NRHA) State of Independents Conference Chicago

January 5-7 United Hardware Spring and Sumer Buying Market Minneapolis

9-11 Kitchen & Bath Industry Show Orlando, Florida

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

What’s your plan? Get a quote today. Offering health, dental, eye and life insurance coverage, NRHA has a variety of plans available. What are you waiting for? Contact us today at cbigi@msn.com, or call 888-201-7408.

“Selecting the right insurance plan can be confusing. You want to find the right long-term solution for you and your staff. The NRHA plan is specifically built to meet retailers’ needs and save them money.” Bob Chiesa | President & CEO | Custom Benefits Insurance Group Inc. FOR MORE INFORMATION, GO TO CBIGI.COM/NRHA-PROGRAM

Newsmakers Home Depot to Pay $5.7M for Recalled Products The Home Depot will pay $5.7 million to the U.S. government as a settlement for selling recalled products. TheRedT.com/hd-recall

New Homesense Chain Is ‘Reminiscent of a Home Depot or Lowe’s’ The company that owns T.J. Maxx and HomeGoods has introduced a new big-box chain that CNBC says is “reminiscent of a Home Depot or Lowe’s.” TheRedT.com/homesense

Amazon Plans Online Home Makeover Show Amazon is launching “Overhaul,” an online series that tracks the progress of YouTube video creators as they remodel their homes. TheRedT.com/amazon-show

Retailers Converge on Boston for Orgill Fall Dealer Market For three days, retailers packed Orgill’s Fall Dealer Market looking for bargain buys and the latest products, programs and services that would prepare them for the next selling season. TheRedT.com/orgill-fall-2017

Home Depot Converts 50 Store Rooftops Into Mini Solar Farms Home Depot will participate in power purchase agreements to install solar panels on store rooftops. TheRedT.com/hd-solar-farm

Lowe’s to Increase Workers’ Hours to Keep Q2 Momentum Lowe’s announced that it will increase “customer-facing hours” to continue its upward trend in comparable store sales. TheRedT.com/lowes-worker-hours

American Made & Profitable For Over 80 Years

Ace Hardware CEO: ‘It’s Either Forward or It’s Lights Out’ The Ace Hardware 2017 Fall Convention began with both warnings and encouragement from the co-op’s top executives. Ace leaders spoke to retailers at the buying show’s general session, which started off the Aug. 17-19 convention in Chicago. TheRedT.com/ace-fall-2017

Lowe’s Canada Launches New Solar Energy Partnership Lowe’s Canada, Solar Brokers Canada and its affiliate Green Lion Eco Group have announced the formation of Lowe’s Solar, a new partnership that aims to provide customers with solar energy education and installation services throughout Ontario, Canada. TheRedT.com/lowes-canada-solar

Ace Hardware Reports Revenue Growth in Q2 Ace Hardware Corp. reported an increase in revenue over the previous year for the second quarter of 2017, marking revenue of $1.5 billion. TheRedT.com/ace-q2-2017

Home Depot Reports Historic Quarterly Sales The Home Depot reported quarterly sales of $28.1 billion for the second quarter, which is a 6.2 percent increase over the same period last year. TheRedT.com/hd-q2-2017

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

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Finding qualified employees is a top concern for independent business owners, according to the latest jobs report from the National Federation of Independent Business. TheRedT.com/nfib-skills

Walmart Launches Instant Reordering Program Walmart has unveiled a new program that allows customers to reorder items they’ve previously bought in store and online. TheRedT.com/walmart-reorder

Home Depot Partners With Digital Decorating Company The Home Depot and online interior design firm Laurel & Wolf have partnered to provide professional decorating and home services to the big-box retailer’s customers. TheRedT.com/laurel-wolf

Lowe’s Layoffs Hit Another Department—Delivery Lowe’s confirmed layoffs of “an undisclosed number of delivery workers nationwide” and announced the outsourcing of their work. TheRedT.com/lowes-delivery-layoffs

Home Improvement Spending to Reach $316B According to Harvard University’s Joint Center for Housing Studies, Americans are expected to spend $316 billion on home improvement upgrades this year. TheRedT.com/industry-spending

CANADA TIMBER MART Named Canadian Football League Partner TIMBER MART has joined forces with the Canadian Football League as the official home improvement partner. The buying group entered into a three-year sponsorship that will yield national exposure both online and in stadium for the TIMBER MART brand and its member-dealers.

Home Hardware Changes Reflect Focus on Commercial Sales Home Hardware Stores has made changes to its marketing team, which reflect the co-op’s increasing emphasis on its commercial business. Home set up the strategic business unit four years ago to help its network of independent retailers increase maintenance, repair and operations sales.

Home Hardware Renews Blue Jays Partnership Home Hardware Stores will continue its support of Major League Baseball. The co-op signed a new deal with the Blue Jays this year that locks in for several years.

WD-40 Assists Grizzly Bear Research A University of Alberta biologist seeking to prevent grizzly bears from killing cattle found an unlikely weapon in an ordinary can of WD-40. The lubricating water-displacement product was used to elicit a “rub response” from the bears, and paired with roadkill, was meant to help divert the grizzlies from the farm animals.

For the full story of each of these briefs, visit hardlines.ca/hardwareretailing.

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

Howard Products..................................................... 78 www.howardproducts.com; 800-266-9545

Quikrete................................................................... 39 www.quikrete.com; 404-634-9100

Ajax Wire Specialty Co........................................ 108 www.ajaxwire.com; 855-966-2529

HSI............................................................. 63, 40-45 www.hardwaresuppliers.com; 800-334-5625

Rust Patrol ............................................................ 49 www.rustpatrol.com; 713-400-3100

Allway Tools ............................................................ 77 www.allwaytools.com; 800-422-5592

Hy-Ko ....................................................................... 26 www.hy-ko.com; 800-896-7890

Safety Works Inc. .................................................... 11 www.safetyworks.com; 800-969-7562

Apex Tool Group ..................................................... 5 www.apextoolgroup.com; 410-773-7800

IPG........................................................................... 68 www.itape.com; 888-898-7834

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

Benjamin Moore..................................................... BC www.benjaminmoore.com; 855-724-6802

Jeske Company Inc. ................................................ 34 www.jeskecompany.com; 800-677-3383

Sears Hometown Hardware.................................. 70 www.ownasearsstore.com

Big Green Egg ........................................................... 7 www.biggreenegg.com; 800-793-2292

Legacy ..................................................................... 27 www.flexzilla.com; 800-645-8258

Simon Rack........................................................... 79 www.simonrackusa.com; +1 585 5687904

Channellock Inc....................................................... 1 www.channellock.com; 800-724-3018

Lifetime ................................................................... 55 www.lifetime.com; 800-424-3865

SKM Industries Inc. .............................................. 29 www.skmproducts.com; 800-851-8464

Cole’s Wild Bird .................................................... 35 www.coleswildbird.com; 877-426-8882

Master Magnetics Inc. .......................................... 17 www.magnetsource.com; 888-293-9190

Stihl....................................................................... 15 www.stihlusa.com/stihl-built-in-america; 800-467-8445

Compass Minerals ................................................ 51 www.safestepmelters.com; 913-344-9216

Metaltech Scaffolding ........................................... 93 www.metaltech.co; 800-363-7587

Sun Gro Horticulture ............................................. 71 www.sungro.com; 800-732-8667

DAP....................................................................... 92 www.touch-n-foam.com; 800-325-6180

Midwest Fastener............................................ 18-19 www.fastenerconnection.com; 800-444-7313

True Value............................................................. 21 www.truevaluecompany.com; 888-291-7229

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

NRHA Health Insurance ..........................................107 www.CBIGI.com/NRHA-PROGRAM

TRUSOLV a Div. of The Plastics Group Inc............. 65 www.trusolvproducts.com; 888-449-3326

Dutton-Lainson Company...................................... 29 www.dutton-lainson.com; 402-462-4141

NRHA State of Independents Conference .................. 101 www.SOIC.EVENTBRITE.com

UGL ......................................................................... 53 www.ugl.com; 800-845-5227

ECI RockSolid ....................................................... 91 www.ecirocksolid.com; 800-588-5128

Old Masters .......................................................... 28 www.myoldmasters.com; 800-747-3436

U.S. Wire & Cable................................................... 9 www.uswireandcable.com; 800-327-4673

Fiskars Brands Inc................................................. 33 www.fiskars.com; 866-348-5661

Oneida Air Systems ............................................ 103 www.routerhood.com; 800-732-4065

Wastequip ............................................................... 36 www.toter.com; 800-424-0422

Franmar................................................................. 69 www.franmar.com; 800-538-5069

Onward Mfg. Co. .................................................. 25 www.omcbbq.com; 800-265-2150

Whink Products Company....................................... 31 www.whink.com; 800-247-5102

Hardware Retailing Newsletter...............................105 www.hardwareretailing.com/subscribe

Orgill Inc. ......................................................112-IBC www.orgill.com; 800-347-2860

Woodland ................................................................ 30 www.pinecar.com; 573-346-5555

Hero Products Group ............................................ 16 www.hero.ca; 604-522-6543

PRO Hardware ........................................................ 37 www.prohardware.com; 303-792-3000

Yardmax................................................................... 64 www.yardmax.com; 877-YARDMAX

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

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Last Word

10 Things We 1 High-Top Fun Didn’t Expect to See at IU’s Tailgate

While some tailgaters are perfectly fine with collapsible camp chairs and folding tables, one IU crew designed a more upscale event. This tailgate was complete with team color centerpieces, high-top tables and comfy bar chairs to help partiers get ready for the game in style.

f you spend enough time around a tailgating lot, you’re bound to see some wild stuff. Over the years, fans have pushed the envelope of partying science, bringing bigger and better tailgates to life as they cheer on their favorite teams. To explore what the fans of 2017 have to offer, Hardware Retailing staffers Chad Husted and Graeme Haase visited tailgaters who were ready for Indiana University’s (IU) season opener in August. The Hoosiers were set to take on the Ohio State Buckeyes that night in Bloomington, Indiana, and here are 10 things we saw before the game that stood out.

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2 Woody Wagon

You really can’t miss this piece of machinery when it rolls into a tailgate lot. A converted ambulance was decked out in Ohio State images, with huge speakers and a big screen TV out back to keep the whole party entertained. It draws eyes, and cameras, from the other tailgates around it.

3 Wave Your Flag

Flags could be seen across the tailgating lot, but one crew had a flag frenzy. They had the flag of the tailgaters’ alma mater and the University of Louisville flag, in hopes it would bring the team luck as they played IU’s biggest rival, Purdue University, over the weekend.

8 5

6 7

4 USS Indiana

The Hoosiers don’t fire a cannon when they score, but they do have military hardware on display. The prow, mainmast and two guns from the USS Indiana stand near the main entrance to Memorial Stadium, paying homage to the World War II battleship.

5 Striped Splendor

The Indiana basketball teams are famed for their candy-striped warmup pants featuring the school colors. One tailgater designed his own striped piece of art by converting a shuttle bus as transportation for the tailgate party. It even played the school fight song at the push of a button.

6 Gourmet Cuisine

The variety of food among tailgaters was mind blowing. From large, electric smokers to humble kettle grills, there was something for everyone. A surprising example was one cook dunking batches of fresh-cut french fries in oil over a gas grill.

7 Refreshments Anyone?

This early in the season, the temperature outside was warmer than typical football weather. Pink lemonade, a variation on IU’s crimson hue, was ready for anyone needing a cool down.

8 Wavy and Wild

Towering plastic men waving their arms in the air might be a sight more typical at the local used car lot, but a pair of them stood out amongst the flags and trucks in Bloomington.

9 Grilling Fans

IU memorabilia on T-shirts and hats flooded this event. But these fans took it up a notch, with IU-branded koozies and a matching red grill and toolbox for their grilling must-haves.

10 Roll on Out

Setup is very easy for some tailgaters. This tailgating party had a smoker, sink and refrigerator that were all mounted on a recreational vehicle and could be pulled out like a drawer.

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Research Panel What’s in it for you? For your participation, you receive free access to study results, entry in a quarterly $250 gift card drawing and the opportunity to be part of leading industry research presented at North American Retail Hardware Association events and in Hardware Retailing magazine.

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“Our Orgill sales representative helps us find the Orgill programs that best fit our specific needs and makes sure we don’t miss any special buying opportunities.”

A Supportive Partner Orgill Helps Us Be Successful in Our Business

The Personal Touch

Market Buying Opportunities

“We know people at all levels of the company.

“The Dealer Markets are the best places for us to look

When I go to the Markets, I can shake hands with

for new products. There are also a lot of incentives and

Joe Orgill. Where else can you get that kind of

special buys at the Markets that allow us to save even

personal relationship in a company?”

more, and we take full advantage of those.”

Customized Order Quantities

Totally Independent

“With Orgill, we can order one or two pieces at a time.

“Orgill allows us to be totally independent, which fits with

We don’t have to order by the case. This helps us with

our business model. They allow us to use the programs

our stocking and reduces our need for a lot of warehouse

and buy the products that work best for us. They never

space. Deliveries are always right on time.”

try to get us to use something that wouldn’t work for us.”

When you join the Benjamin Moore retailer network, it’s your store, not a franchise. Which means no franchise fee, and 100% of your investment goes into your own store. Go to benjaminmoore.com/newdealers to learn more.