ChipKey® Core
Duplicates Keys In-Store
Edge-Cut ChipKey Cloning with the Mega I-Tool
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Expanded Vehicle Coverage
Sidewinder ChipKey Cloning with the Mega I-Tool
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Sidewinder key scanning with New ChipKey Decoder
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On-Board-Diagnostic Programming with the AutoX Tool Programs Keys at the Customer’s Vehicle Pro Level Service
1025 East 54th St. Indianapolis, Indiana 317-275-9400
NHPA@YourNHPA.org YourNHPA.org
OUR MISSION
The North American Hardware and Paint Association (NHPA) helps independent home improvement and paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.
NHPA BOARD OF DIRECTORS
CHAIRMAN OF THE BOARD
Jared Smith, Jared’s Ace Hardware, Bishopville, South Carolina
EXECUTIVE VICE CHAIRMAN
Craig Bond, Tommy’s Paint Pot, Eugene, Oregon
DIRECTORS
Alesia Anderson, Handy Ace Hardware, Tucker, Georgia
Jay Donnelly, Flanagan Paint & Supply, Ellisville, Missouri
Ned Green, Weiders Paint & Hardware, Rochester, New York
Scott Jerousek, Farm and Home Hardware, Wellington, Ohio
Ryan Ringer, Gold Beach Lumber Yard Inc., Gold Beach, Oregon
Jackie Sacks, Round Top Mercantile Co., Round Top, Texas
SECRETARY-TREASURER
Bob Cutter, NHPA President and CEO
STATE & REGIONAL ASSOCIATIONS
MIDWEST HARDWARE ASSOCIATION
Jody Kohl, 201 Frontenac Ave., P.O. Box 8033 Stevens Point, WI 54481-8033
800-888-1817; Fax: 715-341-4080
NHPA CANADA
NHPA CANADA
Michael McLarney, +1 416-489-3396, mike@hardlines.ca 330 Bay Street, Suite 1400 Toronto, ON, Canada M5H 2S8
CIRCULATION, SUBSCRIPTION & LIST RENTAL INQUIRIES
CIRCULATION DIRECTOR
Richard Jarrett, 314-432-7511, Fax: 314-432-7665
From organized smash-and-grabs to employee embezzlement and fraud, retailers have been reeling from asset and product loss, especially during COVID-19. To protect your assets and company morale, it’s important to develop strong loss prevention programs. Next month, discover loss prevention best practices from fellow retailers you can implement to prevent theft, fraud and accounting errors in your own operation.
Hardware Retailing (ISSN0889-2989) is published monthly by the North American Paint and Hardware Association, 1025 East 54th St., Indianapolis, IN 46220. Subscription rates: Hardware Retailing (Payable in advance): U.S. & possessions $50/year. Canada $75/year. All other countries $110/year. Single copy $7. The Annual Report issue can be purchased for $30.
Periodical postage paid at Indianapolis, Indiana, and additional mailing offices.
POSTMASTER: Send address changes to Hardware Retailing P.O. Box 16709, St. Louis, MO 63105-1209.
All editorial contents © 2022 North American Paint and Hardware Association. No editorial may be reproduced without prior permission of the publisher.
REPRINTS: For price quotations, contact the Editorial Department at editorial@YourNHPA.org. Printed in the U.S.
EXECUTIVE STAFF
PRESIDENT & CEO Bob Cutter
CHIEF OPERATING OFFICER & PUBLISHER
Dan Tratensek
CHIEF FINANCIAL OFFICER & EXECUTIVE VICE PRESIDENT, BUSINESS SERVICES
David Gowan
EXECUTIVE DIRECTOR, ADVANCED RETAIL EDUCATION PROGRAMS
Scott Wright, swright@YourNHPA.org
EXECUTIVE DIRECTOR, INNOVATION & ENGAGEMENT
Whitney Daulton
COMMUNICATIONS
317-275-9400, editorial@YourNHPA.org
COMMUNICATIONS & CONTENT MANAGER
Melanie Moul, mmoul@YourNHPA.org
ASSOCIATE EDITOR
Lindsey Thompson, lthompson@YourNHPA.org
ASSOCIATE EDITOR
Carly Froderman, cfroderman@YourNHPA.org
GRAPHIC DESIGNER
Autumn Ricketts
GRAPHIC DESIGNER
Olivia Adam
DIGITAL MEDIA SPECIALIST
Kevin Trehan
PRODUCTION MANAGER
Austin Vance
SALES & PRODUCTION ASSISTANT
Freda Creech
MARKETING MANAGER
Julie Leinwand
SALES
DIRECTOR OF SALES & SOUTHERN SALES DIRECTOR
Scott Gilcrest, sgilcrest@YourNHPA.org, 317-508-7680
MIDWEST SALES DIRECTOR
David Brodowski, dbrodowski@YourNHPA.org, 440-520-9551
NORTHEAST, NORTHWEST & CANADA SALES DIRECTOR
Jordan Rice, jrice@YourNHPA.org, 217-808-164
ASSOCIATION PROGRAMS 800-772-4424, NHPA@YourNHPA.org
DIRECTOR OF MEMBER SERVICES & EVENTS
Katie McHone-Jones, kmchone-jones@YourNHPA.org
DIRECTOR OF ORGANIZATIONAL DEVELOPMENT & CONSULTING
Kim Peffley, kpeffley@YourNHPA.org
TRAINING MANAGER & EDITOR
Jesse Carleton, jcarleton@YourNHPA.org
RETAIL ENGAGEMENT SPECIALIST
Renee Changnon, rchangnon@YourNHPA.org
Running a successful business requires forward thinking and adjusting to the customer base as it evolves. Learn about how one retailer has worked to establish relationships with the next generation of customers, and the motivations behind such efforts.
It
The North American Hardware and Paint Association recently visited northeastern Ohio to tour several
retail operations and a
See how Gene Pedrotti, owner of Pedrotti Ace Hardware in Benicia, California, honored his company’s history and the legacy of his community during the store’s centennial celebration.
There
HardwareRetailing
HardwareRetail
HardwareRetailing
Scan this QR code or visit hardwareretailing.com/september to read these stories and more.
Understanding and connecting with your entire customer base is key to a successful business. Discover how to build relationships with the next generation of customers.
As Gen Z amasses more buying power, it is important to understand the psychology behind their purchases. Hear from two members of Gen Z and discover their thoughts on customer service and consumer tendencies.
Social media is a great way to connect with younger customers. Discover social media best practices and influencer marketing and Instagram reel examples from Taylor’s Do it Center and Pleasants Hardware social media pages.
Store planning and layout can be a daunting task to develop a strategy for, but it is also instrumental to a successful operation. Discover store planning and layout best practices from industry expert Gary Petz, vice president of Discovery Retail Group.
PODCAST (Available Sept. 5)
The Full Spectrum
NHPA’s Melanie Moul and Renee Changnon have a conversation with Travis Detter, president of Spectrum Paint Co., which he co-founded in 1986. He shares how the company has grown to over 600 employees with 92 stores in 10 states.
Scan the QR code or visit the website below to listen.
YourNHPA.org/podcasts
Share these cabinet hardware installation best practices with your customers to help them achieve the perfect look with their new cabinet hardware.
After r all, , it ’s s your r proper ty y and d your r thistle. . Some e folks s eat t thistles, , so o if f you u have e a recipe, , go o for r it! ! But t if f you u don’t t want t it t chok ing g out t grasses s in n your r pastures s and d lawns, , control l it t with LV V MAX Fast-Ac ting g Weed d Killer. .
EDITORIALLY SPEAKING
CONNECTIONS
Send Melanie a Message mmoul@YourNHPA.org
Melanie Moul
“Adjust your strategies to be the first place young people turn when they need home improvement products and information.”
FOR THE MAJORITY OF THE LAST DECADE, my generation has been the subject of accusatory headlines and the butt of many jokes. But as I edge closer to 40 (yikes), and the average age of millennials skews to middle-aged, a new focus has emerged: Generation Z.
Now, I’m not concerned about Generation Z taking the spotlight from millennials overnight, and I’m under no impression that people will forget about millennials and the impact they have on the channel (sorry, Gen X). But the data about Generation Z suggests they have buying power, and home improvement is an area they are or will soon be focusing on.
For a refresher, the Pew Research Center categorizes millennials as people born between 1981 and 1996, and Generation Z comprises people born after 1997. While there are distinct differences in your customers who were born in 1981 compared to those born in 1997, they are both adults, and according to recent reports, they are nearly equally interested in home ownership. A Bankrate survey of more than 2,500 adults earlier this year highlighted that 65% of millennials and 59% of Gen Zers say they consider homeownership a top sign of success. Of those surveyed who didn’t yet own a home, about 66% across both generations cited affordability as a hurdle to achieving that goal.
Notably, when asked how they might overcome that hurdle, 75% of Generation Z respondents said they would move to a different state, buy in a more affordable but possibly less desirable area or invest in a fixer-upper.
So if you find yourself in a community where young people are relocating or buying fixer-uppers, how do you get them to shop for their home improvement projects at your business? Communication—online, to be clear—is key.
“Social media, constant connectivity and on-demand entertainment and communication” have been mainstays for Gen Zers’ entire lives, according to Pew. That means they are expecting to find the information they need on the devices in their hands within a few quick Google searches.
In the cover story starting on Page 30, we talk to Meg Taylor, who manages communications for Taylor’s Do it Centers and Pleasants Hardware, about how the 21-store chain attracts and retains young customers. Learn how you can adjust your strategies to be the first place young people turn to when they need home improvement products and information. Start now so you can be their preferred home improvement solution well into the future.
Melanie Moul Communications & Content Manager
TAKING CARE OF BUSINESS
dant@YourNHPA.org
Dan Tratensek
YourNHPA.org/tcb-pod
“Learning about her passion for helping others reminded me why we are all so lucky to have people like Gina in our industry.”
IN ANY LINE OF WORK, it is easy to become complacent. You get used to doing the same things, day after day and you start to lose sight of all the reasons you once were drawn to the type of work you do.
I’m certainly not immune to this trap. Between all the conference calls, meetings, program development and seemingly endless plane trips, it has been easy to forget why I am so fortunate to work for an association like the North American Hardware and Paint Association (NHPA).
But every once in a while, something happens that shines a light on all the reasons I am lucky to have a career that is built around helping small business owners.
It was during a relatively routine day while recording one of my “Taking Care of Business” podcasts that I had one of those moments. My guest that day was Gina Schaefer, CEO and co-founder of A Few Cool Hardware Stores, a chain of 13 stores outside of Washington D.C. and Baltimore, Maryland, metro areas.
I have known Gina for years and I have always had a great deal of respect for her.
She has always been a savvy business operator and flat out runs some great hardware stores. Beyond that, however, Gina is a bit of a pioneer. As a female business owner in a highly male-dominated industry, Gina sets a great example for operators of all genders and backgrounds.
But during our most recent conversation, I saw a completely different side of Gina, one that reaffirmed all of the positive impressions I have had about her since we first met. Recently, Gina added the title of author to her long resume of accomplishments.
Her book, “Recovery Hardware,” hits the streets this month, and I would strongly encourage everyone to pick up a copy at your local bookstore.
In the book, Gina shares her experiences about how, through her business, she and her team have always gone the extra mile to support the communities they serve. And not just in the traditional ways that so many retailers do.
No, Gina and her team made a decision to actively work with and employ members of the community who were recovering from addiction or re-entering the communities following incarceration.
During our podcast, Gina shared how she and her team’s desire to help community members who were struggling was more than an act of philanthropy. While it definitely helps individuals get back on their feet, she also sees it as being just good business.
When describing the concept in her book, she refers to it as “how to put bravery, empathy and trustinto the backbone of your workplace culture.”
I’m not going to spoil the podcast or the book, but I highly recommend checking both of them out. Listen to the episode with Gina at YourNHPA.org/podcasts and find out where to buy the book at ginaschaefer.com/book
While I know so many small businesses give back to their communities, my conversation with Gina reminded me why I’m so lucky to get to meet people like her, and why we are all so lucky to have people like Gina in our industry.
Dan M. Tratensek Chief Operating Officer & Publisher
Visit YourNHPA.org/consulting to learn more or get started with NHPA’s organizational development and consulting services.
DID YOU KNOW your association provides organizational development and consulting services for retailers? The North American Hardware and Paint Association (NHPA) offers a range of organizational development tools, including Everything DiSC ® and TeamBuilder assessments, a yearlong Vision Process program and consulting.
The services are designed to support retailers and improve the overall operations of both the people and process sides of businesses. NHPA works with owners, managers, frontline employees, future leaders, sales teams and more to solve problems at all levels and customizes the program to fit the unique needs of the business.
No matter your operation’s size, if you’re looking for alternative or customer solutions, you can take advantage of NHPA’s hourly consulting options. After a complimentary introductory meeting, an NHPA consultant will schedule hourly online sessions with you to discuss your needs—this can range from owner support, manager mentoring, operational support and more. Consulting sessions are a helpful tool to bounce ideas off someone else, ask for feedback, get help with accountability, troubleshoot and connect with others within the industry.
“I believe in these programs because they helped me so much in my own retail career,” says Kim Peffley, NHPA director of organizational development and consulting. “I love this industry, and I am passionate about sharing tools that I have seen help so many others. Whether you want to participate in an established plan or create a path of your own, we can help.”
Improved communication
Conflict resolution training
Culture and core values
Employee engagement
• Hiring and retention
Time management
• Development planning Manager mentoring
• Future leaders Operational support
• Inventory management
About Kim Peffley Director of Organizational Development and Consulting
GET IN TOUCH WITH KIM
kpeffley@YourNHPA.org 219-776-0094
Kim Peffley is the director of organizational development and consulting for NHPA’s advanced education programs. Before joining the organization, she worked for more than 25 years in various roles, including general manager, at a multistore Ace Hardware operation. Her industry-specific experience enables her to offer professional, relevant training to help other retailers effectively lead their teams.
HEAR KIM’S INSIGHTS
Do it Best Fall Market
Sept. 9
“Hiring Your Dream Team in a Competitive Job Market”
True Value Fall Reunion
Sept. 15
“Creating Innovative Problem-Solvers in Your Business”
Bostwick-Braun “Back to the Market”
Fall Show
Sept. 28 & 29
“Compete in Today’s Retail Climate? Evolve!” and “In Store Experience- Service or Experience?”
which
SUBSCRIBE
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Visit YourNHPA.org/subscribe to sign up for newsletters and emails that interest you.
@Your_NHPA
For more information about the Retail Management Certification Program, visit YourNHPA.org/rmcp
HOME IMPROVEMENT industry organizations, including manufacturers, distributors and wholesalers, provided more than $170,000 in scholarship money for retailers to attend NHPA’s Retail Management Certification Program in 2022.
The industry-specific retail management and leadership development program is a college-level course that prepares retailers with profit-focused store operations coaching. It provides actionable training, including a semester-long business improvement project, to help students and owners see immediate results and a return on investment (ROI).
Should your store be featured in the next trip? Reach out to Renee Changnon at rchangnon@yournhpa.org
NHPA IS OUT IN THE INDUSTRY, and the team’s visits are chronicled in the NHPA on the Road series led by retail engagement specialist Renee Changnon, bringing your association to you through store visits that highlight different retailers across North America.
For each road trip, Changnon typically visits six retail operations in one region. She spends an hour at each store, learning about the history, touring the salesfloor and discovering unique products, selling ideas and more. Changnon also gathers potential content for future “Taking Care of Business’’ podcast episodes.
Retailers can follow along via the NHPA Facebook and Instagram social media accounts that document NHPA on the Road trips through stories, photos, videos and more.
The financial assistance provided by the scholarship providers will help retailers improve their leadership and retail management skills and make lasting industry connections.
Thank you to the 2022 scholarship providers who are advocating for independent retailers by supporting this program. They have not only donated scholarship money, but they will give their time by taking part in the third class visit alongside students in November.
To learn more about scholarship opportunities, contact Scott Wright, NHPA executive director of advanced retail education programs, at 317-441-4136 or swright@YourNHPA.org.
You need saws that don’t just get the job done, but get it done faster and safer. New Fiskars Pro saws were designed by pros for pros to eliminate frustrations and add efficiency, with innovative technologies and real ergonomics. In short, they’re saws that work for you.
Learn more at fiskarspro.com
EDUCATION
Apply by October 8
Visit YourNHPA.org/fol to enroll or learn more about the Leading Your Team course.
EDUCATION
Enroll or request a learning guide at YourNHPA
ARE YOU LOOKING FOR ways to invest in y leaders? NHPA’s Leading Your Team online course ca managers and key employees the confidence, knowle skills they need to grow with your company.
Students will walk away from the nine-week course insights into the components of building and leading including communication skills, conflict managemen development and ongoing performance management
Students will also complete a real-world capstone a for their business that will focus on solving a problem capitalizing on a missed opportunity in the business.
“The Leading Your Team course is designed to help the most out of your people. Whether you are new to people or have been doing so for many years, this cou timeless best practices that will raise the performancel team,” says Scott Wright, executive director of advan education programs at NHPA.
The deadline to apply for NHPA’s Leading Your Tea part of the Foundations of Leadership program, is Oc
YourNHPA.org/fol your can help give knowledge and with a team, management, talent management. assignment or course you get leading course is full of performance level of any advanced retail Team course, Oct. 8.
Visit the NHPA Training Store at YourNHPA.org/training-store to purchase safety and HR compliance courses. EDUCATION
WHETHER YOU HAVE a single delivery vehicle or a fleet of flatbed trailers, it’s important to make sure your drivers develop positive driving habits. Through its partnership with JJ Keller & Associates, a trusted name in compliance training, NHPA now offers courses in driver training along with other critical safety topics, including first aid and substance abuse. Courses will help drivers pursuing their commercial driver’s license (CDL) and non-CDL drivers operating a commercial vehicle. If you don’t need a CDL driver on staff, you may want your delivery driver to take the class in defensive driving to help them stay accident-free.
NHPA added the JJ Keller courses in driving, safety and substance abuse to its already existing library of compliance courses, which help retailers keep their workplaces safe and in line with federal regulations. Other available courses include sexual harassment prevention, forklift training and workplace safety basics. They are all available for individual sale on the NHPA Training Store.
To see a full list of safety and compliance courses with descriptions, visit the NHPA Training Store.
• Non-CDL Defensive Driver
• Entry Level Driver Training
• CDL Class A Driver Training
• Defensive Driving
• Substance Abuse Training
• Reasonable Suspicion Training
• First Aid Basics
• Hot Work Safety
• Lockout/Tagout
Through a partnership with JJ Keller & Associates, a trusted name in compliance training, NHPA now offers training to meet HR and workplace safety standards. Courses are affordable and online, with some accessible in Spanish.
Available courses inlcude:
• Forklift Training*
• Sexual Harassment Prevention*
• Active Shooter Response*
• Workplace Safety Basics*
• How to Use a Fire Extinguisher*
• Understanding FMLA
• Diversity and Discrimination
• CDL and non-CDL Driver Training
• Defensive Driving
• Substance Abuse Training
• First Aid Basics
*Also available in Spanish NHPA
Visit YourNHPA.org/training-store to learn more and purchase courses.
Discover how QR codes can boost in-store customer service at hardwareretailing.com/qr-code-tech
ACCORDING TO A RECENT REPORT from Gen Z Planet, a research and advisory firm, Gen Z’s disposable income has reached a total of $360 billion in the U.S. and will only increase as more members of the generation enter the workforce. With millennials surpassing baby boomers as the largest adult generation living in the U.S., according to the U.S. Census Bureau, now is the time to develop a plan to cater to younger generations of customers.
Consumers who stopped buying from a company in the past year due to an instance of poor customer service.
Younger generations are less tolerant of poor customer service and are less loyal, with 88% of Gen Z consumers loyal to five or fewer brands. To capture this audience, it’s critical to develop strategies that allow them to easily and conveniently resolve service issues, both online and in stores.
Share of consumers who would prefer to use a phone call for customer service.
Younger generations prefer self-service solutions since they grew up with easy access to the internet, which allowed them to solve problems on their own. Create an informative, easy-to-navigate website for these customers and add communication options such as chatbots or texting.
Source: Talkdesk ResearchTM Report: Winning Gen Z Through Exceptional Customer Service; Show Me the Money Report, 2021, Gen Z Planet; National Population by Characteristics: 2010-2019, United States Census Bureau;
Send a note to editorial@YourNHPA.org about products you can’t keep on the shelf. Include your name, your business name and reasons why you love it.
Manoir laminated asphalt shingles mimic the look of European castles. They feature BP Canada’s Weather-Tite® PLUS Technology, protecting them from wind-driven rain, while the Hurricane Band® provides protection from blow-offs. Their SeBS polymer-modified asphalt formulation provides flexibility and long-term granule retention, and it meets Class 3 impact resistance requirements according to standard FM 4473.
BUILDING PRODUCTS OF CANADA bpcan.com or 800-268-5927
SPAX® Deck Joist and Beam Tape is designed to extend the life of wooden decks. When placed on top of joists and beams, it acts as a moisture barrier. It is available in 1 5/8-inch and 3 1/4-inch widths, has a UV-resistant facer and is made with zero VOCs. It is stable at high temperatures without dips, stains or oozing, and the ridged polyethylene surface is slip-resistant.
ALTENLOH, BRINCK & CO. U.S. INC. spax.us
Natural & Organic Edibles Plant Food has been specifically formulated for herbs, fruits or vegetables. It’s 100% plant- and mineral-based and sustainably made with no synthetic chemicals or animal waste from big factory farms. The no-burn formula makes it easy to use. NPK: 3-4-2.
BACK TO THE ROOTS backtotheroots.com or 510-922-9758
MasterEmaco ADH 501 is a low-viscosity, high-modulus epoxy resin for crack injection. It is designed for high-performance structural crack repair applications and is acceptable for use in USDA-inspected facilities and UL-certified for drinking water systems. It can be used as an epoxy resin bind for mortar repair, patching and overlay of interior surfaces, including aggregate, or as a sealer for interior slabs and exterior above-ground slabs, decks, patios and other striations.
MASTER® BUILDERS SOLUTIONS master-builders-solutions.com
“The XHose is fantastic. My co-workers and I have concluded that it is the only collapsible hose that we’ve never received complaints about or had problems with. Not one customer has returned an XHose since we’ve been open, so it has to be at the top of my list.”
—Brandon Packer, Miller’s Hardware
Big Boss XHose features a reinforced, high-grade, drag-resistant DAC-5™ polyester outer layer. The latex inner layer automatically expands up to three times its length and shrinks back to a compact size in seconds. Its lightweight design is water- and tear-resistant, and its patented design never kinks, twists or tangles.
BIG BOSS xhose.ca or 866-595-9225
The General’s Hot Sauce is made from aged, American-grown peppers, 86% per volume, compared to the industry-standard 20% peppers. The General’s Hot Sauce is available in multiple flavors and gift package combinations. The company is veteran-owned, and portions of all sales go to help military and veteran families.
THE GENERAL’S HOT SAUCE generalshotsauce.com or 803-845-0745
ThermoPro’s TP620 Instant Read Meat
Thermometer uses an ultra-fast thermocouple sensor to get full readings in two to three seconds with an accuracy of 0.9 F. The auto-rotating LCD display can be read from any angle and from either hand. It is waterproof to IP65 certification and features auto-sleep to extend battery life.
THERMOPRO
buythermopro.com or 877-515-7797
Tresco® Lighting’s 4W CCT Power Pockit® is a tunable LED puck light that is adjustable between warm 2700K to daylight 6500K lighting while providing even illumination without multipoint diode reflection. It is UL-listed, runs on a 24VDC system and is available in white, black or nickel finishes.
TRESCO® LIGHTING | trescolighting.com or 800-277-1171
The Purdy® Painter’s Storage Box is a three-tiered interlocking system designed to keep professional painters organized, productive and able to transport their tools quickly to and from job sites. Each box features dedicated space for housing painting tools, including a bin for wet brushes or roller covers up to 18 inches, hanger bars for organizing paintbrushes and room for stowing two extension poles.
PURDY | purdy.com or 800-547-0780
Brass Knuckle®’s Spike eye protection offers better than EN166/168 anti-fog protection and ANSI Z87.1/U6 ultraviolet protection. It features five-step angle-adjustable temples, adjustable earpieces and floating, rubber-reinforced nosepieces to create a customizable fit.
BRASS KNUCKLE® PROTECTION
brassknuckleprotection.com or 770-674-8930
Weiman e-Tronic Wipes kill 99.9% of germs, bacteria and viruses, including salmonella, E. coli, influenza A and SARS-CoV-2, the virus that causes COVID-19, while removing dust, dirt and fingerprints from all screens and accessories. Its clear-drying formula is streak-, lint- and ammonia-free.
WEIMAN
weiman.com or 800-837-8140
As you grab your tools, today’s the day. The day you need only one cord on the jobsite, the heavy duty Slim Triple Tap SL3TM. The unparalleled flexibility of this patent pending extension cord allows up to three items to always be plugged in. The slim design of the plug end allows it to be dragged through a jobsite without catching on ladders or door jambs. Whether you’re using a high amp power saw or charging your jobsite tools, our lighted PRIMELOK® locking plug end will keep you confidently connected at all times.
With a temperature rating of -40°F and up to +140°F, it works when you work. Its flexible but durable design makes it easy to coil and reuse on the next project. Ask for it at your local hardware store, the rugged Slim Triple Tap SL3TM, the only cord you need. One and Done.
Dory Power’s B-2700 is a two-in-one system: an uninterruptible power supply and a portable power station. It features a seven-in-one LCD display, a smart two-way line-interactive system delivering pure sine wave output and surge protection at the same time and intelligent battery management. It offers 2688 Wh for long-time power supply, up to 4,000 watts at peak power and a 5-hour charge time.
DORY POWER | dorypower.com or 216-386-3953
York Dazzling Dimensions Wallpaper is prepasted, washable and strippable. Made from York’s Sure Strip material, it features a straight match with repeating metallic and textured patterns. Rolls are 27 inches by 27 feet (60.75 square feet).
YORK WALLCOVERINGS
yorkwallcoverings.com or 717-846-4456
The industry’s marketplace for buying and selling independent home improvement businesses and posting jobs.
BUSINESS FOR S A LE
Hoosick True Value
Location: Hoosick Falls, New York
Gross Revenue: $1.26 million
Price: $1.875 million
This opportunity offers a turnkey sale of a general hardware operation located in northeastern Rensselaer Co., New York. The business serves five towns, southwestern Bennington Co., Vermont, and 25 miles east of Troy, New York
BUSINESS FOR SALE
Private Business
Location: Alabama
Gross Revenue: $2.21 million
Price: $649,000
SEEKING BUSINESSE S
The Aubuchon Company
For our next acquisition, we are looking for :
• Single-store and multi-store hardware operations
• Located in northeast and southeast United States
• Store size of 5,000-30,000 ft2
• At least $3 million in average store sales
SEEKING BUSINESSE S
Bolster Hardware
We are looking for:
• Geography agnostic
• With or without real estate
• Store revenues of $1.5M+
• We prefer to honor the family name and heritage in the local community by not changing the name
• We prefer to keep all employees as part of the acquisition
To see full listings, visit YourNHPA.org/marketplace or email marketplace@yournhpa.org
Top Tips
Download our social media toolkit for best practices, a content calendar and more at YourNHPA.com/tools-guides
BY CARLY FRODERMAN
The only constant in this world is change. Looking ahead and planning for the future are key aspects of running a successful business, and this includes adapting to an ever-changing customer base.
Taylor’s Do it Center was established in 1927 in Virginia Beach, Virginia, by Robert B. Taylor and his associates. Today, the company has grown to include 21 locations across Virginia and North Carolina, with some locations operating under the brand Pleasants Hardware, and is in the third generation of family leadership. Additionally, five members of the fourth generation are actively involved in the operation, including Meg Taylor Walbridge, who has been leading company communications since 2017. Hardware Retailing spoke with Walbridge about the methods Taylor’s Do it Center has implemented to establish relationships with the next generation of customers, as well as why they put them in place.
Taylor’s Do it Centers and Pleasants Hardware locations range from 10,000 to 15,000 square feet, and most are located in suburban areas.
“Our customer base are the local DIYers and homeowners who live within a three to five mile radius of the store,” Walbridge says. “We try to strategically place our stores in neighborhoods for the convenience of our customers.”
Because its stores are located in the heart of communities, and the operation’s focus is on locals and homeowners, the company is always looking for ways to engage with customers and build relationships with them, Walbridge says.
Taylor’s Do it Centers and Pleasants Hardware locations are dog-friendly and welcome many canine customers. Treats are located by checkout counters and photos of the dogs are often shared on the company’s Instagram. The operation is even in negotiations to work with a dog influencer.
“We have a lot of fun with the dogs that visit our stores,” Walbridge says.
“And I do think being dog-friendly assists us with building relationships with younger customers. A lot of people got pets in the last few years, and they like bringing them everywhere they can.”
Discover Instagram reel and influencer post examples at hardwareretailing.com/building-relationships
This relationship building includes the upcoming generations of customers.
“We believe that when we put in the effort to build relationships with younger generations now, when they do have a home or need to complete a DIY project, we will come to their mind, and they will shop with us,” Walbridge says.
A lot of the engagement and relationship building with younger generations starts online, and Walbridge and her team realized early on that e-commerce was an important part of the equation.
“Over 60% of our customers’ journeys start online,” Walbridge says. “And probably a good deal more of the younger generation’s shopping starts online with the addition of social channels.”
Many operations realized the value of e-commerce during the height of COVID-19, but it is also an immense draw for upcoming generations.
“Younger consumers appreciate the ability to easily check online to see if a store carries the product they need and if it is in stock,” Walbridge says. “So making sure we’re putting effort into our e-commerce platform by showcasing all of our products and providing the flexibility to reserve a product online and pick up in store is important.”
Marketing also plays a large role in building relationships with younger generations of consumers, and for Walbridge and her team, their marketing strategy changed with the reevaluation of the usefulness of print ads in their operation.
“In 2020, we took an even closer look at the cost of a print ad and how we could use that money differently,” Walbridge says. “With the continuing decline in readership of the newspaper, we realized that it didn’t have good ROI. So we took a step back and began testing different marketing strategies at different store locations.”
Walbridge and her team decreased print marketing efforts, moved circulars and ads online and placed a renewed emphasis on social media.
“We knew social media was important, especially with younger generations, but we still weren’t getting quite the traction that we wanted,” Walbridge says. “We began looking for ways to grow our social media accounts to reach more people.”
Those efforts led to the company partnering with a local company, Mix+Shine Marketing, which led to investments in influencer marketing and Instagram reels.
“Making sure we’re putting effort into our e-commerce platform by showcasing all of our products and providing the flexibility to reserve a product online and pick up in store is improtant.”
—Meg Taylor Walbridge, Taylor’s Do it Best Center
In 2021 Walbridge and her team started experimenting with influencer marketing.
“We began working with micro-influencers, or influencers with fewer than 100,000 followers, who weren’t working with bigger brands or big-box stores,” Walbridge says. “The goal is to find local influencers who are tailored to the areas we serve.”
While Walbridge has found some of the influencers on her own, the marketing company the business teamed up with has been able to help identify people who are a good fit, she says.
“We started by giving a $150 gift card to an influencer to do a project using products from our store,” Walbridge says. “They would film the trip to our store and the creation of the project, then tag us and market our operation to their followers. Sometimes we even gave the influencer a $100 gift card to raffle off to their followers.”
By 2022, influencer marketing gained traction, and the Taylor’s Do it Center and Pleasants Hardware social media followers started growing, and plans for additional and more consistent projects were put into place.
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Instagram influencers allow the operation to showcase products in a unique way.
“We began partnering with influencers more broadly and less on a project-by-project basis,” Walbridge says. “We found that influencers could advertise our sales and promotions in a different and interesting way while reaching more people online than we ever could on our own.”
The operation is now at a point where it utilizes influencer marketing fairly consistently and creates content a month in advance so it is ready to go when sales or other promotions are available. For example, the business has worked with a woman who showcased the process of repainting her front door using products from the store. They also featured a family who visited the store to choose plants for their house.
“Instead of only doing a print ad that says we have all these plants coming in, it’s really neat to go this route and be able to showcase our incoming products in a unique way,” Walbridge says. “Influencer marketing is growing. It provides a digital version of word-of-mouth marketing and has a larger reach than traditional marketing.”
The other advantage of using influencer marketing is that the operation can better measure how successful the efforts are and how many people are being reached, along with what influencers their customers connect with the most.
“Being able to pinpoint influencers who we know connect well with our customers is instrumental to building trust, which is a big part of building that relationship with the next generation of shoppers,” Walbridge says.
Instagram Reels, 15-second multiclip videos viewed on a special tab in Instagram, have been another area of concentration for the company to help create ties with the next generation of customers.
1. Showcase your personality. Have fun by engaging your team, customers, pets and all the things that make your store unique.
2. Keep it local. Work with social media influencers who are a part of your community and have shared interests in lawn, garden and home projects.
3. Engage the community. Your loyal customers are your best influencers. Partner with them on events, nonprofits and organizations that they care about.
Discover five social media trends to follow at hardwareretailing.com/social-trends
Taylor’s Do it Center and Pleasants Hardware social brands strive to showcase the operation’s personality.
“Instagram Reels get more reach than a standard post,” Walbridge says. “And they are particularly popular with the younger demographic, so we began using them to showcase our business’ personality.”
Taylor’s Do it Center and Pleasants Hardware social brands use employees in these posts to establish those connections.
“Instagram reels have been a ton of fun for our employees and really allow our customers to connect with them and learn their personalities,” Walbridge says. “Our customers see those same employees when they come into the store, so building those relationships online allows for better, more comfortable in-store customer service because there is some familiarity.”
To keep everything organized and to avoid missing any promotions or sales, the business works ahead and creates a batch of reels for each quarter to be posted when needed, and the reels have become quite popular. One reel reached 17,300 views and over 500 comments.
“My friends tell me all the time how much they love our Instagram Reels,” Walbridge says. “And it’s not just them; I hear from my uncles, parents and older generations too. It’s just a whole new tool that we have had so much fun utilizing.”
While Walbridge and her staff continue to engage with the next generation of customers, they are also learning that they are not all that different from previous generations.
“Preparing for the next generation of shoppers doesn’t necessarily mean changing the way you do business,” Walbridge says. “It means providing your customers with additional ways to interact and access your business.”
Providing high-quality customer service along with friendly expertise will build a relationship with any customer, no matter their age. What may change is where you meet that customer on their individual shopping journey.
“The younger generations may be more digital, but that doesn’t mean they don’t value the in-store experience,” Walbridge says. “So it is a matter of developing the tools to meet them online and then carry that warm, customer-friendly brand through all channels of communication, both online and in store.”
NHPA offers several organizational development solutions, but we know sometimes retailers need quick solutions to challenges that are unique to their business.
Retailers looking for custom solutions can take advantage of our hourly consulting options. Get started today with a complimentary introductory meeting!
We offer:
• Owner support
• Manager mentoring
• Operational support
• Employee engagement
• Hiring tips
• Improved retention
• Conflict resolution
• Development planning
• And more
YourNHPA.org/consulting
NHPA director of organizational development and consulting kpeffley@YourNHPA.org or 219-776-0094
Kim Peffley began her career over 25 years ago, working at her family-owned True Value, and then served as General Manager for a seven-store Ace chain in Indiana. She established development and mentoring programs, created merchandising procedures and was instrumental in driving sales, decreasing expenses and growing the business. As a certified Everything DiSC® Facilitator and Consultant, Peffley uses her industry-specific retail management and leadership experience to offer professional training and support to retailers.
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BY CARLY FRODERMAN
It is easy for retailers to fall into familiar patterns and become complacent when it comes to updating the appearance of their stores. With retailers having seen significant sales and revenue growth over the last several years, there are opportunities for them to reinvest in their operations in a variety of ways, including physical store improvements.
Hardware Retailing spoke with Russ Hornung, primary owner of four Hornung’s True Value Hardware & Rental stores in Pennsylvania, and Mike Stoddard, president of West Side Decorating Center in Saginaw, Michigan, about the store improvements they are making in their operations. Read on to discover what improvements are being made, why they are being made and how the renovations have improved their businesses.
Download this template to discover how to successfully implement a project, like a store renovation or update, in your operation at YourNHPA.org/project-plan
“The overall goal was to become more organized and carry fewer products while increasing overall sales.”
—Russ Hornung, Hornung’s True Value Hardware & Rental
Hornung’s True Value Hardware & Rental was established in 1985 in Linglestown, Pennsylvania, by Mary Jane Hornung and has grown to encompass four locations across Pennsylvania. Russ Hornung, Mary’s son, has worked at the business since it started and became owner in 2021.
Hornung has been no stranger to making improvements throughout the operation. In 2015 and 2019, he led renovations at two of the four locations.
“We saw no reason to update our Halifax location at first,” Hornung says. “We did need to remodel our other locations though, and after completing those updates, we realized Halifax could use some work as well.”
Halifax is a rural community, and the store serves local farmers and DIYers, but Hornung noticed that the store was not catering to female shoppers in the area.
“Women have a lot of buying power,” Hornung says. “But they don’t want to shop at unkempt, disorganized establishments. I learned with our Dauphin location that updating the physical appearance of the store to be more fresh and organized brings in female shoppers.”
Appealing to the female shopper was not the singular reason for renovation, however.
“The overall goal was to become more organized and carry fewer products while increasing overall sales,” Hornung says.
Financial constraints prevented the operation from making changes until sales during 2020 produced the assets necessary for a remodel, says Hornung.
The first step in the Halifax remodel was expansion. At the beginning of 2022, an 8,000-square-foot building was constructed next to the original 6,000-square-foot store. The two locations were joined through a large double glass door opening. The new structure would serve as the primary hardware store, while the old building would be home to the rental equipment.
The new building features bright lighting, new shelving and large, spacious bathrooms.
“The bathrooms are huge, beautiful and not what you would expect to see at a hardware store,” Hornung says. “They set us apart from other stores and are appealing to our female shoppers.”
Halifax is just seven miles from the Dauphin location and serves a similar customer base.
“We updated the paint section and paint product mix at our Dauphin location and saw a huge boost in sales,” Hornung says. “So we did the same at the Halifax location. We added special flooring and are putting in a paint carousel.”
The Halifax location also focused on cleaning supplies because of the success the category had at the Dauphin location.
“We put a lot of thought into the paint and cleaning supplies because we wanted to bring in more female customers and because we wanted to improve those categories, which prior to the renovation were struggling when they shouldn’t have been,” Hornung says. “The cleaning aisle is now extremely beautiful and organized for our customers.”
As for product selection, Hornung sought the advice of experts from his distributor.
“Because it was a new building, I wanted to do everything right,” Hornung says. “I wanted the layout to work and to have the right products.”
Early in his career at Hornung’s True Value Hardware & Rental, Hornung spent his days resetting the stores’ layouts outside of working business hours.
Discover store planning tips and best practices at hardwareretailing.com/store-planning
“I thought I knew what I was doing when it came to products and store layouts because I had done it for so long,” Hornung says. “But the consultants I worked with, this is what they do for a living and they’re very good at it. They know where to put departments, and they know how to create a store layout that controls the flow of customers the way you want it to.”
The newly constructed Halifax building had a soft opening in May 2022 and a grand opening in August 2022. While renovations still need to take place in the older building, plans to expand the rental department and add a repair department are already in the works, and customers are showing appreciation for the updates.
“Our customers have been super happy to see us invest in the store, and in turn, the area,” Hornung says. “It is a small rural town, and when we put our time and money into creating a nice place for them to shop, they notice and they appreciate it.”
Another benefit Hornung and his team have noticed is the increased ease with which customers can now shop.
“Our customers come in now and quickly find everything they need,” Hornung says.
“The difference is that the products are better organized and we carry full product lines. We went from four or five of the same products from different vendors to one, maybe two, of each type of product, so we carry fewer products but more diverse product lines.”
The layout at the Halifax location is also proving to be beneficial to the operation.
“When your store looks good and the store layout is designed more intentionally, it pushes people to purchase nicer products and spend more money,” Hornung says. “That is what this renovation has created and that is what we are seeing.”
While it is still a little too early to see all of the benefits the renovation will create, sales at Halifax are up by 22%, Hornung says, and he feels confident that the financial investment and hard work will be worth it in the long run.
“If you aren’t consistently updating and improving your store, you will get left in the dust,” Hornung says. “Odds are, your competitors are making these physical improvements. While sometimes things don’t work as well as you like, you have to learn from it and continue to find ways to make your operation better.”
3 Questions to Ask Before Investing in an Expansion
1
Can you reset categories and bring in new products?
2
Can you update fixtures and the look of the store?
3
Can you make a plan to continually improve what you’re doing well, and then work toward goals?
Source: NHPA
BIG BENEFITS
The Opportunity Next Door
West Side Decorating Center was established in 1966 by Elmer Fahndrich in Saginaw, Michigan. Mike Stoddard, Fahndrich’s grandson, took over the family business in 2019. Following a store fire in 2012, the operation relocated but remained in Saginaw.
“We thought we would only be at the new location for a couple of months while we repaired the old store, but we ended up liking the area so much, we decided to stay,” Stoddard says.
The store’s new location is in a highly trafficked business district that serves a mix of homeowners, contractors and commercial customers, but the 4,800-square-foot store is significantly smaller than the operation’s previous 7,000-square-foot location.
“The downsize wasn’t too constraining at first because we had to rebuild our inventory after the fire,” Stoddard says. “But once we remerchandised and got back into the flow of business, we’ve been looking for opportunities to expand and grow our offerings.”
A twist of fate presented the perfect expansion opportunity.
“Toward the end of 2021, we learned that the tenant next to us wouldn’t be renewing their lease and would be moving locations,” Stoddard says. “It was a no-brainer to check with the landlord and see if we could rent that neighboring suite and tear down the dividing walls.”
The landlord agreed, and the operation began renovations at the end of January 2022.
The complete renovation will add 4,200 square feet of additional space to West Side Decorating Center, bringing the store to around 9,000 square feet.
“We pretty much gutted the neighboring suite,” Stoddard says. “We put in new carpet, repainted the walls and ceilings, made drywall repairs and took down the wall separating the old and new space.”
Like many of his customers, Stoddard ran into a few snags due to the pandemic.
Discover the benefits of renovating your store's exterior at hardwareretailing.com/store-exteriors
“Like everyone else, we had issues booking a contractor because they were so busy,” Stoddard says. “This renovation probably could have been done much quicker, but with COVID-19 and product shortages, things took a little longer than we expected.”
Despite the slow start, the renovation has continued to progress, and the new suite has not only had its walls, floors and ceiling updated, additional rooms have been added to the space.
“We put a large storage area with pallet racking in the back of the new area,” Stoddard says. “This allows us to stack our product instead of searching for floor space for products like flooring and paint palettes.”
The additional storage space was not the only room added in the expansion; the renovation included a new office for Stoddard and a conference room for employees.
“We constructed a separate cordoned-off room with a big conference table that we will use for training and seminars,” Stoddard says. “We're also going to use it to create a private area for design customers.”
West Side Decorating Center currently employs four designers, three full-time paint staff and sells most anything necessary for
a home or office redesign including paint, window treatments, flooring, wallpaper and more. The designers work in the showroom, where they have desks and space to work together or separately in the shared space.
“The conference room will provide a more private setting than the showroom for high-end clients or clients who are building a home and may be here for two or three hours looking at design options,” Stoddard says. “Those clients will be able to spread out everything they need across the 10-foot table and discuss all of their design choices in one compact place. It will also prevent these clients from crowding the showroom and allow for other customers to receive the design assistance they require.”
However, the emphasis has not been solely on the newly acquired space. Stoddard and his team also intend to update the store’s original area.
“It is hard to update your store’s appearance when your building is jam-packed with products,” Stoddard says. “Once we get the new side open, we will be able to move things around and redo our flooring in the original building. We are also planning to repaint the walls and replace our current shelves with taller shelving, which will allow us to add even more products.”
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QR codes are a type of barcode that contain various forms of data, like website links. Whether you use them on coupons, shelving or signs, they are a quick and easy way to send your customers to where they need to be online without cluttering your messaging with URLs.
Some improvements were even made in the old building before the new space.
“I replaced our old, outdated fluorescent lights with LED panels in our original building,” Stoddard says. “It made a world of difference. Not only are the LEDs more energy efficient, they are brighter and more modern. We were quick to do this in our newly acquired space as well.”
While improvements to West Side Decorating Center are not yet complete, the operation has already reaped benefits from the renovation.
“Once we took out part of the wall separating the two suites, our customers began to notice, and it garnered excitement. Our paint contractors notice the improvements during their recurring visits and are impressed and happy for us,” Stoddard says. “When you put in the effort and improve the appearance of your store, your customers notice. The changes are creating questions and conversations, which make for good word-of-mouth advertising.”
Customers are not the only ones who notice and appreciate the improvements either.
“Your staff pays attention to the effort you put into your store,” Stoddard says. “Even if you aren’t making huge changes or investments, completing small upgrades to your store's appearance shows your staff that you’re interested in maintaining the business and open to new ideas rather than maintaining the status quo.”
Employees can be a tool as well. Stoddard credits his staff for some of the improvements.
“A lot of planning was done by my employees,” Stoddard says. “I asked for a lot of opinions and talked with them about what they thought would improve the store. They were a great resource full of knowledge and expertise.”
Once the renovation is complete, the business will hold a grand reopening for customers and vendors. The reopening will be advertised on a brand new digital road sign, through email blasts and circulars, and on Facebook and the local radio station.
“We have a close relationship with a local radio station, so we’ll be advertising the reopening there,” Stoddard says. “Additionally, a local personality from one of the morning shows is going to broadcast live at the store for a day.”
Stoddard also plans to use Facebook to showcase expanded product offerings.
“Continuing to show improvement and making these updates shows your customers, employees and community that you're growing and innovating as opposed to staying stagnant.”
—Mike Stoddard, West Side Decorating Center
“Our customers know what types of products we sell, so it will be important to show them our new offerings, especially as we are a new member of ALLPRO,” Stoddard says. “By displaying these new products, many of which will be cashand-carry, and utilizing tools such as boosted Facebook posts, we hope to immediately spur sales.”
Stoddard plans to add products such as floor stripping equipment, paint sprayers and additional design department items. The operation already offers specialized services and products that the big-box store across the street sometimes sends its customers to West Side Decorating Center, Stoddard says. But the extra space will allow the business to further specialize its offerings.
Once the updates are complete, Stoddard hopes to continue making improvements to the operation and avoid becoming too content.
“It’s easy to see changes you want to make when you are a new owner, but as the years pass, it is also easy to become complacent,” Stoddard says. “Continuing to show improvement and making these updates shows your customers, employees and community that you’re growing and innovating as opposed to staying stagnant.”
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Over the last few months, Renee Changnon, retail engagement specialist for the North American Hardware and Paint Association, has taken a series of mini-road trips to a variety of independent businesses in states across the country. The trips have been a way to re-engage with retailers after two years of interacting virtually. Renee was joined by associate editor Lindsey Thompson and graphic designer Olivia Adam on her visit to northeastern Ohio to visit Hartville Hardware in Hartville, Summit Paint in Barberton and Wooster Brush Company and E&H Hardware in Wooster.
See more highlights from the Ohio road trip at hardwareretailing.com/renee-in-ohio
Summit Paint president Nelson Roder shared what products his customers love.
Craig Goos, vice president of Summit Paint, stays up to date on industry trends.
Renee, Lindsey and Olivia visited an independent Wooster coffee shop for a treat.
E&H Hardware in Wooster is housed in the former Everything Rubbermaid store.
The Idea House at Hartville Hardware highlights the latest design trends and decor products.
Summit Paint has two locations in northeastern Ohio, in Barberton and Akron, Ohio.
Each of the three floors of E&H Hardware feature historical touches and photos.
E&H Hardware has the largest Wooster Brush display in the country.
Hartville Hardware's large toy section is a fun and popular shopping spot for kids of all ages.
The Wooster Brush Company museum offers visitors a look at the company's storied history.
CATEGORY
AS AMERICAN AS PIE
In celebration of its centennial anniversary, Pedrotti Ace Hardware gave away 500 apple pies from a local bakery.
See how other retailers have catered to their communities with specialized services from rentals to repairs at
BY LINDSEY THOMPSON
For Gene Pedrotti, hardware is much more than nuts and bolts. For Gene, hardware is history, family and community. As the third-generation owner of Pedrotti Ace Hardware in Benicia, California, Gene is committed to continuing the legacy his great-grandfather and uncles started by being involved in and supporting the community.
In July 2022, Gene led the charge to honor his company and the community in a big way, hosting a centennial celebration complete with a concert, drone show and apple pie giveaway. The celebration accomplished what Gene was hoping it would; it shared the history of Pedrotti Ace Hardware and connected the community.
See how Pedrotti Ace Hardware celebrated 100 years in business with a special event for the community at hardwareretailing.com/century-in-service
The Pedrottis were dairy farmers in Switzerland during a time when it was hard to make a living as a farmer. So, the family made its way to California to take advantage of the Gold Rush and the flow of money and resources in the San Francisco area, a hot seat for gold mining.
Gene’s grandfather Ralph Pedrotti started a small mercantile operation that operated for two years until he left the business to serve in the U.S. Navy in World War I. Upon his return, he moved his family to the town of Crockett, California.
“When he returned, a semi-retired businessman, James Firpo, backed him to start a hardware store in the town of Crockett,” Gene says. “That original store, called Firpo & Pedrotti Hardware, opened in 1922 and was a very small operation with less than 500 square feet.”
In the 1940s, Ralph’s sons Al, Larry and Benjamin started working in the store, and the operation moved a few buildings up the street, a location the store would call home for 60 years. The new storefront was bigger, but still only occupied 850 square feet.
“As a little kid you walk around and you think everything is so huge, that the store is a massive operation,” Gene says. “As a child, things look so big, so to go back there now, I can’t believe my uncles and grandfather raised families on such a small operation, but they did. They got by and built an incredible foundation for the company.”
The town of Crockett was a small town and served as the home of the California and Hawai'ian Sugar Co. The community was blue-collar and middle class, so Gene says that his family’s hardware store served the community well.
“The hardware business is all about repairing, salvaging and saving and being able to use what you have and not have to buy new,” Gene says. “We were able to provide the products people needed.”
Ralph retired in 1945, and the company was renamed Pedrotti Hardware. Larry had five sons, including Gene, and Al had two boys. Larry and Al’s sons worked at the store alongside their dads for a time growing up.
Honoring his 50 years in the hardware industry, Al was awarded the Estwing Golden Hammer in 1977. Larry earned the honor in 1985.
“As a child things look so big, so to go back there now, I can’t believe my uncles and grandfather raised families on such a small operation, but they did. They got by and built an incredible foundation for the company.”
—Gene Pedrotti, Pedrotti Ace Hardware
area.
Learn more about some of the longest-running hardware stores in the country at hardwareretailing.com/oldest-stores
Al graciously delayed his retirement by two years so Gene could finish school and take over the business.
Gene joined the store full time after graduating from the University of California-Berkeley in 1980. He moved the store to Benicia in 1992.
Working in hardware is in Gene’s blood and as natural as breathing for him, he says. It’s no surprise he followed his grandfather, dad and uncles into the family business because he says he has always enjoyed the neighborly nature of hardware, the focus on community and the ability to help people. He also sees hardware stores as natural gathering places and appreciates how small the independent home improvement world really is.
“We all go to these industry events, and it’s a big social gathering. You can be sitting around a table with complete strangers, but you all leave as friends because you have
those shared experiences,” he says. “I think if I got stranded anywhere in the country, I would walk up to the nearest hardware store, knock on the door and say ‘I need some help’ because I know they would help me.”
Helpful is one of Gene’s mantras and how he lives his life both personally and professionally.
“We’re in the business of helping people every day,” he says. “There is a positive feedback loop that is constantly playing in the trade where employees are helping customers solve problems, and the customers give back to the employees with thank yous and smiles.”
Along with a commitment to customer service, the store’s employees have contributed to the store’s success. Gene says all of his employees have positive relationships with each other. When Gene moved Pedrotti Ace to Benicia into the
Pedrotti Ace Hardware has been a part of the Benicia community since 1992, and in that time has become an avid supporter of local causes.
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A Legacy of Helpfulness
Hear more about the Pedrotti family's commitment to community on the "Taking Care of Business" podcast. Listen now at YourNHPA.org/tcb-pod
space occupied by another hardware store, he kept the sole employee of that store, Margaret Vizuet, who still works part time for Pedrotti Ace. Anytime he hires someone new, Gene looks for job applicants with the same mindset as Margaret, who has been a part of Pedrotti Ace for 30 years and in the hardware business for 40 years. He says Margaret is always willing to go out of her way to help people, steps up whenever needed and has an inner joy she shares with customers that makes them want to come back again and again. Gene hires employees with the same commitment to customers and a desire to help others.
“If there's a saint of hardware, Margaret is it,” Gene says.
Gene says he and his employees strive to treat their customers like family, just like his grandfather, uncles and dad did from the beginning.
“Our success has never drifted far from that family atmosphere. Our customers are our colleagues, our classmates,” Gene says. “I tell my staff that our customers are extended family, and they should treat them as such, because when you do, you create tighter bonds and relationships.”
He takes his own advice to heart and spends Sunday mornings reading through customer surveys and reaching out to each customer with a response and a thank you.
On the product side of the business, Gene has focused on carrying what his customers need and want. For Pedrotti Ace, that typically means sticking to products geared toward general maintenance.
During the pandemic, that meant returning to the store’s roots as a mercantile and expanding into product lines Gene hadn’t carried before but that his customers now needed and wanted. These new products included games, puzzles and a variety of locally made products like chocolate and honey.
The supply chain issues brought on by the pandemic also led Gene to more closely study the store’s short lists and look at how he could fill shortages with alternative options. Going into the pandemic, the store’s inventory fill rate was 99.12%.
“Our fill rate only dropped to 94% because we spent a lot of time understanding what was going to be out and what we could carry instead,” Gene says. “It’s worth spending time on these things because it can also help you spot other problems.”
Celebrating a Centennial
The company’s commitment to customer service, helpful employees and the right mix of products has brought Pedrotti Ace to its 100th year in business. Gene says he wanted the celebration to honor the history of the store and say thanks to the community that had supported his family over the years.
In 2019, he learned about Verge Aero, a company that hosts drone shows with music, and hired them to do the store’s anniversary show. Gene teamed up with the city of Benicia to host the event, which included a concert before the drone show that complemented the city’s annual Torchlight parade on July 3 and fireworks on July 4.
“There is so much to celebrate this year—our centennial, surviving the pandemic and being part of a great industry, the retail hardware trade.”
Gene’s commitment to his community extends beyond a one-time celebration. He regularly contributes to the Ace Foundation and helps out on a local level with the charitable trust he created.
“Giving back comes from the roots of growing up in a small town, where people help each other constantly,” Gene says. “We feel a need to step up because we’ve been very fortunate to run a successful business for so long. It’s been a big part of my life to give back and do it regularly.”
If operating a successful small business that provides local jobs and supports local organizations wasn’t enough, Gene also writes for the local magazine, Benicia Magazine He has found writing provides another outlet to dialogue with his community and customers, and he has enjoyed sharing his stories and perspectives on life and business.
Writing has given Gene something to look forward to when he retires. He doesn’t have children, but he knows the store will be in good hands when he finally hangs up his hat. Right now, the plan is for his store manager to take over the reins.
“I don’t look forward to retirement at all. I love what I do,” Gene says. “I work hard now because I know it will end at some point. I love hardware, and it will be hard for me to leave it.”
• Revives old leather and helps protect new leather
• Reduces scratches and helps preserve leather
• Rejuvenates leather surfaces
• Protects leather from future decay
• Restores dry leather back to its soft, natural condition
• Prolongs the life of leather furniture, purses, boots, bags, hats, shoes, gloves, apparel, autos, tack, and saddles
• Safe to use on all types and colors of smooth leather
• No artificial dyes or chemicals
• A little goes a long way
• Counter display available
BY LINDSEY THOMPSON
BOOST YOUR BUILDERS HARDWARE CATEGORY WITH CABINET HARDWARE
s homeowners continue to look for ways to update their homes, cabinet hardware remains an easy way to make a big impact without breaking the bank. Stocking a variety of cabinet hardware styles and colors, including trending options, as part of your builders hardware category provides your customers with plenty of options and makes your operation a go-to spot for kitchen renovations. Houzz associate editor Bryan Anthony shares insights with Hardware Retailing on what’s trending now in cabinet hardware and what your customers want to buy to easily update their kitchens.
CATEGORY SPOTLIGHT
See the add-on products for cabinet hardware installation at hardwareretailing.com/hardware-installation.
of homeowners who renovated a kitchen spent more than they budgeted on kitchen cabinets 23%
To add cabinet hardware in an average-size 200-square-foot kitchen, homeowners can expect to spend anywhere from
$800
Source: HouseLogic by REALTORS
This year, antique brass and gold cabinet knobs and pulls continue to be a popular choice. Anthony recommends homeowners choose rounded antique brass pulls in a standard size for cabinet drawers and round or square antique brass knobs for cabinet doors for a classic, traditional look that won’t go out of style quickly.
“Antique brass is a warm metal that looks great with stained or painted wood. They’re less shiny than a polished or chrome metal but offer a little more bling than an oil-rubbed bronze or matte black finish,” Anthony says. “Houzz designers pair them with colored cabinets, especially blue or green, but they also look nice with dark stained cabinets, like walnut.”
When customers come to HIS Warehouse in Knoxville, Tennessee, shopping for antique bronze, brass or gold cabinet hardware, owners Bob Weir and Matt Batey encourage them to bring in their faucet as well.
“There are many shades of these finishes, so to get the best match and a more cohesive look, it helps to have all the pieces of the design,” Weir says.
Anthony says knobs with texture, such as those with embossed or knurled patterns, are popular and add character and subtle interest to a kitchen. Homeowners are also hiding kitchen appliances behind cabinet doors and using custom pulls to add character. Other materials beyond metal are also making a splash this year.
“While metal is still the most common material used for kitchen cabinet hardware, designers and remodelers note that other materials, like leather, glass and acrylic, are starting to gain attention,” Anthony says.
SHARE YOUR IDEAS
Engage with Your Customers
Have an idea? Send an email to editorial@YourNHPA.org to have your story considered for publication.
For over six decades, Wally Lewis helped customers at Miner’s Ace Hardware in California. He hung up his apron this year at the age of 95.
MINER’S ACE HARDWARE EMPLOYEE RETIRES AFTER 66 YEARS
IT WAS 1956 when brothers Lee and Glen Miner opened Miner’s Ace Hardware and Wally Lewis became their first employee. After 66 years of loyal service to the company, Lewis retired at 95 years old.
Miner’s Ace Hardware now has nine locations in central California, with Lewis building his career at the original location in Grover Beach, California. He started as a jack-of-all-trades, and eventually began specializing in hardware at the store. But no matter his role, you could always find him on the salesfloor helping customers.
“Miner’s is still family-owned, and I think this really means something,” Lewis says. “It has been a good place to work. The customers are nice, and it’s
always fun when somebody comes in with a home repair problem and we are able to fix it.”
Even though he won’t don his red apron anymore, Lewis will still be in every Miner’s Ace Hardware store; he has been immortalized into a stuffed toy that kids can hunt for in the store and win a Wally pop when they find him.
“Now, more than ever with all of the staffing shortages and massive turnover rates, this heartwarming story of loyalty and Wally’s commitment to the company hopefully lifts people’s spirits,” says Laurel Cadena, marketing director for Miner’s Ace Hardware. “Wally has left a legacy, and he will be greatly missed by all of us.”
Ward Lumber has earned a historic honor, joining the New York State Historic Business Preservation Registry. At a ceremony in May, New York Senator Dan Stec presented CEO Jay Ward and his staff with the official state certificate, recognizing Ward Lumber as one of the first 100 businesses selected for the designation.
Ward Lumber has locations in Jay and Malone, New York, and has been supplying building supplies to the AuSable Valley of the Adirondack Mountains for 132 years.
“After four generations of Ward family ownership, I’m privileged to continue to lead Ward Lumber now as CEO into the next chapter of our long history as a worker-owned cooperative,” Ward says. “The goal is that Ward Lumber will carry on for at least another 130 years.”
Sen. Stec says Ward Lumber has been a cornerstone business in the region since 1890. The online registry was established to honor New York businesses like Ward Lumber that have been in operation for at least 50 years and have contributed to their community’s history.
“Between its rare status as a worker-owned cooperative and its history of volunteerism and contributions to the towns of Jay and Malone, Ward Lumber is very deserving of this honor,” Sen. Stec says.
When it comes to store pets, Crest Hardware in Brooklyn, New York, has two unusual animals. The store is home to an African Grey parrot named Finlay, who lives in the greenhouse, and a miniature potbellied pig named Franklin, who calls a pen in the back of the store his home from time to time. Along with visiting with these fun “employees,” fans of Finlay and Franklin can purchase pins, magnets and other merchandise with their favorite store pets’ faces.
JoLene and Ryan Rust have owned Rust’s Hardware Hank for 23 years, and during that time have felt the love and support of their community many times over. The couple has three kids, and when they have had to shut down the store early for football games or other kids’ activities, JoLene says their customers have been understanding.
Most recently, the store was closed for part of the day so the Rusts could see their youngest son, Reagan, off to Advanced Individual Training (AIT) for the U.S. Army. Reagan joined the North Dakota National Guard in his junior year of high school.
“Our community support is awesome. The community has watched all our kids grow up in the store,” JoLene says. “When we had to close for part of the day to send Reagan off to AIT, our customers were understanding and supportive.”
Gain additional insights into how Gen Z behaves as consumers and employees in the full Q&A at hardwareretailing.com/qa-genz
UNDERSTANDING YOUR ENTIRE CUSTOMER BASE is an important aspect of a successful business. As Gen Z amasses more buying power, it is important to understand the psychology behind their purchases. Hardware Retailing spoke with two members of Gen Z, Brandon Packer, an associate at Miller’s Hardware in Spokane, Washington, and Gerry Newenhof, an associate at City Lumber in Astoria, Oregon, to gain insight into what attracts them to a company.
Hardware Retailing: What draws you to a store?
Gerry Newenhof
Evidence that care is being put into the place. Seeing that people are putting effort into a business, whether it be their food, customer service, product selection or cool monthly sales, makes me want to shop there more often than not. Also, word-of-mouth seems to be some of the best advertising; I find myself telling people to go to stores where I’ve had excellent customer service. I believe that building employee-customer relationships is key.
For me, and I think a lot of Gen Zers, a couple different things draw me to a store. Advertising is important, and not just online. Having pamphlets or coupons available at local schools or young hangout spots can be impactful. Additionally, a good looking storefront that showcases the products you sell is important, even better if the store has a funny or memorable name. Lastly, a nice, modern-looking website that is informational and displays what products a business sells or services it offers makes me more likely to visit a store because it allows me to know if they have what I need.
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