Paint & Decorating Retailer August 2022

Talking Technology

Think Paint. Think Corona.

For more than 60 years, our fourthgeneration family company has been committed to providing the finest paintbrushes and rollers in the industry. Each professional applicator is handmade in Tampa, Florida, USA, to meet the needs of the professional contractor as well as the DIY painter.

Corona’s professional tools are constructed to exacting standards. Using a combination of traditional and innovative techniques, we deliver the highest level of performance and durability, the finest finish, and ease of use and cleanup with today’s coatings.

For the next paint job, big or small, think Corona.

1025 E. 54th St. Indianapolis, Indiana 317-275-9400 NHPA@YourNHPA.org YourNHPA.org

EDITORIAL, DESIGN & PRODUCTION

Melanie Moul Communications & Content Manager mmoul@YourNHPA.org

Hans Cummings Products & Digital Editor hcummings@YourNHPA.org

Lindsey Thompson Associate Editor lthompson@YourNHPA.org

Carly Froderman Associate Editor cfroderman@YourNHPA.org

Autumn Ricketts Graphic Designer Olivia Adam Graphic Designer

Austin Vance Production Manager

Freda Creech Sales & Production Assistant Kevin Trehan Digital Media Specialist

MARKETING & COMMUNICATIONS

Whitney Daulton Executive Director of Innovation and Engagement

Julie Leinwand Marketing Manager

NHPA MEMBER SERVICES

800-772-4424 | nhpa@YourNHPA.org

LeAnn Day lday@YourNHPA.org Executive Director, Paint & Decorating Programs

Scott Wright swright@YourNHPA.org Executive Director, Advanced Retail Education Programs

Kim Peffley kpeffley@YourNHPA.org Director, Organizational Development & Consulting

Katie McHone-Jones kmchone-jones@YourNHPA.org Director, Member Services & Events

Jesse Carleton jcarleton@YourNHPA.org Training Manager & Editor

Renee Changnon rchangnon@YourNHPA.org Retail Engagement Specialist

Natalie Harris Data & Information Coordinator

NHPA SALES

Scott Gilcrest

317-508-7680 | sgilcrest@YourNHPA.org

Field Sales Manager & Southern Sales Director

David Brodowski 440-520-9551 | dbrodowski@YourNHPA.org Midwest Sales Director

Jordan Rice

217-808-1641 | jrice@YourNHPA.org

Northeast, Northwest & Canada Sales Director

COMING IN SEPTEMBER

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.

Store Updates

Retailers have seen significant sales and revenue growth over the last several years, resulting in opportunities for them to reinvest in their operations. Next month, Paint & Decorating Retailer takes a look at two retailers, sharing examples of physical store improvements made in their operation. Discover why retailers chose to make these improvements and how the renovations have affected these businesses.

PAINT & DECORATING RETAILER

(ISSN 1096-6927): Published monthly except December by the North American Hardware and Paint Association, 1025 E. 54th St., Indianapolis, IN 46220. Phone: 800-737-0107. Subscription rates: January through November issues, $50 in U.S., payable in advance. Canada $75 per year. All other countries $100 per year. Single copy $7, except July issue, $25. Periodicals postage paid at Indianapolis, Indiana, and additional mailing offices. Postmaster: Send address changes to Paint & Decorating Retailer, P.O. Box 16709, St. Louis, MO 63105-1209. Returns (Canada): Return undeliverable magazines to P.O. Box 2600, Mississauga, Ontario L4T 0A8. PM# 41450540. Copyright © North American Hardware and Paint Association, 2022.

NHPA EXECUTIVE STAFF

Bob Cutter President & CEO

Dan Tratensek

Chief Operating Officer & Publisher

David Gowan

Chief Financial Officer & Executive Vice President, Business Services

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 & CEO

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

NEWS, PRODUCTS & TRENDS

Get the Latest Updates

Scan this QR code or visit PDRmag.com/august to see these stories and more resources for your operation.

OPERATIONS

Technology Start Line

Whether you’re a technology whiz or just dipping your feet in the tech pool, discover best practices from tech-minded retailer Eric Hassett on how to get started implementing new programs at your operation.

OPERATIONS

The Importance of Tech Industry expert John Maiuri from ECi Software Solutions shares insights on why technology should be a crucial part of any retail operation in order to compete in a high-tech world.

MARKETING

Stay Connected

Discover how to use LinkedIn to grow the retail side of your business and make connections with industry professionals to boost your contractor sales.

Walk the Tech Line

To survive in a dynamic retail world, technology should be a part of your business plan. However, what that technology looks like should be customized to your company. Read insights from fellow retailers and industry experts to get you started.

OPERATIONS

Reward and Repeat

Showing employees you appreciate their job performance with a tangible reward goes a long way to retaining them and encouraging repeat behavior. Read about the different ways that retailers incentivize their top performers.

How

Dan Tratensek

The Age of Acquisition

several years back, my biggest concern for the home improvement industry centered around business succession. Back then, the average independent home improvement operator was in their early 60s, and we were seeing fewer and fewer next-generation family members waiting in line to take over those businesses.

Left unchanged, the independent segment of this industry was heading quickly toward a reckoning where even well-run businesses might face closure.

Flash forward to the here and now. Hardly a day goes by without news of another high-profile industry acquisition making its way into the headlines.

With home improvement sales coming off two very strong years, a favorable economy (at least for the time being) and a large pool of still-aging owners, we have entered what we like to call an “acquisition rich” environment. But, for every large acquisition that garners major coverage, there are also smaller acquisitions taking place. These are sales being fueled by an aggressive crop of younger retail operators who see the financial benefits of moving from one to two to three stores.

Talk to some of these individuals and they will tell you about their business models, few of which are built around single-store ownership. Some will go so far as to tell you that the “independent home improvement retail model” doesn’t start making financial sense until you reach a certain number of stores.

“It might just be time for you to stop reading headlines about other acquisitions and figure out how to make some news for yourself.”

While numbers from our Cost of Doing Business Study clearly show that single-store operations can be highly profitable, the future formula for success seems to be built around multiple stores.

I wanted to focus on these realities because no matter what group you might fall into there are some basic steps you need to take to set yourself up for success. And luckily, the North American Hardware and Paint Association is here to help.

Whether you are looking to buy or sell a business you need a way to connect with interested parties, to help you do that, NHPA has established its NHPA Retail Marketplace. You can learn more about the Marketplace by going to YourNHPA.org/marketplace, but it allows you to list your operation for sale, list yourself as interested in buying stores or just sign up to receive alerts when stores become available.

Another critical need for both buyers and sellers is to have an accurate valuation for your business. To help with this, NHPA has partnered with the well-respected team at Castle Valuation to offer an all-inclusive valuation and business listing.

So whatever camp you fall into, I would encourage you to take a moment to visit the NHPA Retail Marketplace. With a little planning and an eye toward the future, it might just be time for you to stop reading headlines about other acquisitions and figure out how to make some news for yourself.

Dan M. Tratensek Chief Operating Officer & Publisher

Share Your Stories

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

Big Apple Service

Loconsolo Paints Offers Customer Service in Several Shades

At Loconsolo Paints, customer service has been woven into the fabric of the company since its inception nearly 70 years ago in Brooklyn, New York. The operation has since expanded to four stores.

Jack Loconsolo and his son John started the business together, and because they worked as painting contractors before opening the store, they understood the value of providing responsive and reliable customer service.

Today, the company is still owned by the daughters of John Loconsolo, and their children, Jonathan, Paul and Ralph Chiaro, who are also owners and manage the operation’s four stores.

Loconsolo Paints has positioned itself as the go-to place for paint and more in each of the stores’ unique neighborhoods, says Williamsburg store manager Ralph Chiaro.

Along with employing highly knowledgeable and friendly staff, Loconsolo goes above and beyond when it comes to customer service, offering extras like free delivery and selling “oops” paints at 50% off, which are mistinted colors from other jobs. The store caters to specific audiences, stocking artist brushes and graffiti paint.

Customer service doesn’t stop with human shoppers either; staff members keep a bucket of dog treats on the counter for furry friends who visit the store.

“We have to refill the bucket once every two weeks because we have so many dogs that come into the store,” Ralph says. “We love animals and do a lot of work with the ASPCA.”

Taking on Television

Family-owned and -operated for over 115 years, Epstein’s Paint Center has become a staple in Hell’s Kitchen in New York City for paint, sundries, flooring, wallcoverings and more. The store’s retail customers appreciate the product selection and service, but Epstein’s has built a name for itself through its relationship with the entertainment industry. From CBS to NBC, 20th Century Fox to Broadway theaters, Epstein’s has been selling supplies and materials for set designs since the 1950s, say owners and brothers Ken Epstein and Peter Epstein.

The walls of the store are covered with movie and TV show permits the store has been supporting over the years. One of the company’s biggest customers is the television show “Saturday Night Live.” Each week during the season, designers from the show place a custom order, and it is delivered to the studio by Friday for the live taping of the show.

“The designer comes in with the set designs on paper, so I get a sneak peek of what each week’s show is going to look like,” Ken says. “Sometimes, I’ll put out a wallpaper pattern or paint color on Instagram and tell our followers to look for it Saturday night on the show.”

MARKETING

Color Through the Mail

Now in its fourth generation of Rossi family ownership, Rossi Paint Stores started in New Jersey and has expanded to operate stores in New York City as well. Customers can shop for paint and sundries from the comfort of their homes, thanks to a robust e-commerce website and full delivery services throughout the New York City metro area, says creative manager Carl Lombardi.

Taking convenience and customer service even further, Rossi Paint Stores also sends customers free color chips through the mail. Customers can fill out a form on the company's website, sharing their name, mailing address and the Benjamin Moore colors they would like color chips of.

“In today’s competitive market, having a static website of images simply isn’t enough. Interaction is key to the online experience, and a simple paint chip request form has proven to be a fun way to be engaged with our customers in the online space,” Lombardi says.

“We expected the feature to be a smaller part of the website but we have noted that it generates traffic. Our customers also love the ease of acquiring paint chips online.”

MEMBERSHIP

Get Started

Visit YourNHPA.org/membership to learn more about NHPA membership.

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NHPA TOURS STORES IN COPENHAGEN ASSOCIATION

On the Road

REPRESENTATIVES FOR THE North American Hardware and Paint Association (NHPA) are taking the association on the road—in stores and on industry show floors in the U.S. and Canada, and even further abroad.

NHPA chief operating officer Dan Tratensek recently completed a trip to Copenhagen, Denmark, where he attended the 2022 Global DIY Summit. He also toured Danish home improvement stores that ranged from discount consumer-focused operations to 24-hour-a-day lumberyards. Continue reading to learn more about these store visits.

Silvan

A leading Danish DIY-focused chain that operates stores throughout the country.

While Silvan’s 42 shops are located in both urban and suburban areas, the retailer’s focus for growth is on its urban store formats. The urban locations, like the one Tratensek toured in the heart of Copenhagen, focus on providing urban dwellers with everything they might need to make their homes comfortable. The stores even offer bicycles with a large basket in the front for customers to use and ferry products to and from their homes.

At roughly 1,000 square meters, this downtown store location offers everything from live plants to lightbulbs and offers about 6,000 SKUs of products. The two-level structure is located in a historic building with a large sign inside the entrance sharing the building’s history and a large map outlining the store’s layout.

Stark City 24-7

A lumber dealer that caters to Copenhagen’s professional contractors and tradespeople.

Stark is a 125-year-old company with 485 branches throughout Northern Europe. In 2021, the operation made more than $5 billion in sales.

One of Stark’s most unique features is that it is open 24 hours a day, seven days a week, to meet the needs of the market’s contractors who often want to start their days early.

The Copenhagen location Tratensek toured offers a full-service outdoor lumber facility and products located under a covered, drive-through area for easy picking and loading.

In addition to its full slate of building materials and lumber, the salesfloor offers everything from a wide selection of power tools and accessories to plumbing supplies, paint, workwear, shoes and safety gear. The salesfloor also includes a small flooring and kitchen and bath showroom.

Stark also offers its customers unique features like the ability to rent one of its tool vans. The van is fully stocked with a range of tools and customers can rent it for the day. Stark will even drop off at job sites a fastener box that comes completely stocked with fasteners to meet almost any need.

Explore Your Health Insurance Options

Learn more about the NHPA Health Insurance Program at YourNHPA.org/health-insurance

Jem & Fix

Denmark’s low-cost leader for supplying hardware and building products to contractors, tradespeople and the public.

Jem & Fix is a family-owned company with more than 124 stores in Denmark, 59 stores in Sweden and 11 in Norway. The store’s brand is built around its no-frills merchandising. It rarely offers promotions and does not offer a loyalty program. At Jem & Fix, price is the primary driver to capture customers.

The store features a broad selection of lumber and building materials as well as lawn and garden and outdoor living products. Customers can also find paint, plumbing, hardware tools and more.

Carl Ras

A third-generation, family-owned chain of pro-focused hardware stores with locations throughout Denmark.

Carl Ras’ 19 stores focus on selection and service, and the location Tratensek visited in Copenhagen is a gleaming example of high-performance retailing. In addition to an assortment of brands carried by the stores, Carl Ras features its own private-label tools and products.

Roughly 50% of Carl Ras’ sales are delivered directly to end users from its on-site warehouse. To keep up with this type of volume, Carl Ras has created a state-of-the-art warehouse with a sophisticated order processing and fulfillment system.

One of the tools it has implemented is a robot order picking system, which like the ones found at Amazon, uses a series of robots that run along a gridded track system to sort, pick and combine products into customer shipments.

Access Competitive Health Insurance Benefits

For information about the NHPA Health Insurance Program, visit YourNHPA.org/health-insurance

DO YOU OFFER health insurance benefits to your employees? The NHPA Health Insurance Program provides access to benefits at lower rates due to the volume of retailers who participate in the nationwide program.

Independent retailers can take advantage of a group rate with the flexibility to design the plan for their business and their employees’ needs. The program, which is managed by Custom Benefits Insurance Group Inc., offers additional benefit options such as dental, vision, life and disability insurance.

To get started, visit YourNHPA.org/health-insurance, or call 888-201-7408 to speak with a member of the Custom Benefits Insurance Group team.

PRODUCT NEWS

OUTREACH

Retailer Recommendations

Send an email to editorial@YourNHPA.org telling us about the products your customers love and why they are such a hit in your business.

CUB PAINTBRUSH

PURDY | purdy.com or 800-547-0780

Purdy® Pro-Extra® Cub™ paintbrushes are ideal for high production with latex paints and primers and VOC-compliant coatings or oil paints. A special blend of three different filaments withstands abrasive surfaces, is easy to clean and leaves a smooth finish. They are handcrafted in the U.S.

DECK PAINTING PAD

SHUR-LINE | shurline.com or 800-253-7856

Ideal for siding, brick and concrete, Shur-Line’s Premium 9" Deck Pad with Detail Edge features a durable, tear-resistant pad, a curved edge for large and small areas and a three-position soft-grip threaded handle. It is suitable for use with all paints and stains.

TOUCHSCREEN-COMPATIBLE WORK GLOVES

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

Makita’s Open Cuff Flexible Protection Utility Work Gloves offer high dexterity for flexibility, easy movement and better control with an open cuff design for easy slip-on. They are touchscreen compatible for phone and tablet use and are made from breathable materials for comfort.

MINIMALIST WALLPAPER

YORK WALLCOVERINGS

yorkwallcoverings.com or 717-846-4456

York Black & White Wallpaper is prepasted, washable and strippable. Made from York’s Sure Strip material, the wallpaper features a straight match with repeating monochrome black and white patterns. The rolls are 27 inches by 27 feet (60.75 square feet)

Visit YourNHPA.org/subscribe to join the mailing list for the Paint & Decorating Retailer Hot Products & Trends newsletter.

EXTERIOR PAINTER’S TAPE

SHURTAPE TECHNOLOGIES

frogtape.com or 800-321-0253

FrogTape High Bond Exterior Painter’s Tape™ is engineered to consistently adhere to difficult surfaces such as self-cleaning paints and rough textures, including stucco, brick and concrete. It is ideal for outdoor projects that require a strong, conformable tape that removes cleanly without shredding. It will adhere to painted wood, aluminum, steel and vinyl and features a crepe paper backing.

CORDLESS GLUE GUN

BLACK + DECKER | blackanddecker.com

The BLACK+DECKER 4V MAX* Cordless Glue Gun works on a variety of materials, including paper, card, fabric, cork and wood for crafting and light DIY tasks. It is ready to use in 30 seconds and provides up to 25 minutes of runtime on a single charge. It features a self-standing base and an integrated LED light to illuminate projects.

FOLDING UTILITY KNIFE

FISKARS | fiskars.com or 866-348-5661

Fiskars® Pro Compact Folding Utility Knife is an ergonomic compact knife that opens with the flick of the wrist. It features tool-free blade changes and a dual-locking blade release system to prevent accidental blade release. It includes a belt clip and one CarbonMax™ utility blade that will last 24 times longer than a standard utility blade.

STAINS & FINISHES MASTERED

Visit YourNHPA.org/subscribe to join the mailing list for the Paint & Decorating Retailer Hot Products & Trends newsletter.

AIRLESS FIELD STRIPER

GRACO | graco.com or 866-361-5959

Graco’s FieldLazer ES100 Battery-Powered Airless Field Striper features easy-reach handlebar controls and fast charging batteries. The two included DeWalt® 6.0 AH FlexVolt® batteries can spray up to 10 gallons, enough to complete five soccer fields or one football field. The no-tools pump replacement system allows for in-field repairs to eliminate downtime, and the adjustable spray guides deliver improved line definition. It is 5-gallon bucket ready, eliminating the hassle of cleaning tanks or pots.

FACE MASK FILTER

BIOAID95 | bioaid95.com or 415-910-0099

The reusable, adhesive KN95 BiOAID filter, when paired with a cloth mask, works as a KN95 mask and filters more than 95% of airborne particles, bacteria, pollen, mold, dust, lint and odors. The peel and stick filter is easy to apply and creates a secure, tight seal. BiOAID filters are FDA Accredited Lab Certified and provide scientifically measured protection.

COLOR CHANGING ORB LIGHT WITH SPEAKER

FEIT ELECTRIC feit.com or 800-543-3348

Feit Electric’s Colorful Orb LED Light includes a Bluetooth® speaker and remote control. It is water- and dust-resistant and features a variety of color-changing modes, including fading, strobing, music sync and more. It lasts up to four hours on a single charge.

The Future of Retail

Industry expert John Maiuri shares why technology is crucial for your operation at PDRmag.com/talking-tech

Taking

On Tech

Finding the Right Technology Mix for Your Operation

BY LINDSEY THOMPSON

KOver 60%

of consumers think technology could help with locating products in the store

eeping up with retail technology trends is not for the faint of heart. From virtual dressing rooms to self-serve and cashierless stores to augmented shopping, technology has taken over retail. And it shows no signs of slowing down as consumers become more and more accustomed to experiencing technology during their shopping trips.

According to the Capgemini Research Institute Smart Store Report, 60% of consumers would prefer to shop in stores that use technology to make the experience more fun and engaging. Over 66% of

consumers believe automation can improve their shopping experience by solving the challenges they face when they shop in retail stores. While including technology in your business plans and budget is essential to thrive in the retail world, technology is not one-size-fits-all and should be curated toward your customers’ needs and your company’s capabilities.

Paint & Decorating Retailer explored the solutions that three retailers have implemented, sharing examples at three different levels, from programs any operation can implement to tech that seems lightyears in the future.

TRYING TECH

All Around Bishopville

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

Entry-Level Technology

With an eye for what’s next, Nicole Durant strives to offer something different when customers visit her two stores in Exeter and Epping, New Hampshire. Over 20 years ago, Durant applied for a business loan at age 20 to purchase Exeter Paint Transform and Design, entering a world with few female paint store owners. Since that time she has established her business as the go-to place for contractors and DIYers and is continually looking to what’s next and how she can make her operation and customer service better. Durant realized that offering cutting-edge and helpful technology doesn’t require breaking the budget. Just over three years ago, she was using a paint vendor’s e-commerce platform to serve customers online, but she decided to launch her own e-commerce site, with the help of a family member, to better serve her customers. She chose to host the site through Shopify, an e-commerce platform, because of its features and customer service.

When she was going through the process of implementing a new e-commerce site, Durant says she had several people tell her that her efforts weren’t worth it, especially for selling paint. She was told it wasn’t worthwhile for a paint and decorating retailer to put in the time and effort to launch and manage an e-commerce site at the caliber she wanted to elevate her site to.

“I disagreed. I felt if I really put my heart and soul into it and really worked hard on it, it could be another amazing stream of income, and it has been,” Durant says. “The first year posed some challenges as I learned the ropes of e-commerce, figured out keywords and SEO and put in hours setting up the site and maintaining it, but the effort has been worth it.”

The e-commerce site not only opened up an additional stream of income for the store, it solidified Exeter Paint Transform and Design’s reputation in the area and even internationally. The operation serves customers from all over the world and ships everything from paint to tile, solidifying Durant’s ability to provide everything needed for a full remodel.

“People don’t buy just products, they buy us, our customer service and our brand,” Durant says. “We’ve definitely shown our worth after 22 years in business. People come in every day for what we can provide to them—expert advice, products for the DIY customer and service to match.”

When a customer shops on the Exeter Paint Transform and Design website, they see pop-ups that show what products other customers have purchased and where customers are located around the world.

“Customers who are browsing see what other customers are buying, which really shows confidence to the consumer,” Durant says. “Buying paint and home improvement products online can be scary because people typically want to see and touch these items, so seeing that other people successfully purchase products from us is huge; they see the five-star reviews and then they see they can trust us.”

Other technology Durant has implemented is the Popl digital business card platform, a simple but effective solution that has boosted business and customer awareness.

Popl is a circular device that sticks to your checkout counter. When a customer wants the information of the store or any of your employees who they working with on a project, the customer simply taps their phone to the Popl device and it brings up the contact information, email address and even social media account information and that information is added to the contact list on their phone.

“All the customer has to do is hit ‘Save’ and the information is stored right in their phone; they don’t have to take the time to type it in,” Durant says.

The system also includes wristbands employees wear around the store that offer the same technology. A customer simply scans the QR code on the bracelet and can instantly save the store or employee’s contact information to their phone.

The enhanced e-commerce site and Popl device show customers that Exeter Paint Transform and Design is invested in technology and providing a high level of customer service.

“I want to be different from everybody else and offer what other paint stores, remodeling companies and retailers aren’t,” Durant says. “If you’re going to earn the business of the younger generation, you have to be on top of what’s new and what’s coming up.”

“If you’re going to earn the business of the younger generation, you have to be on top of what’s new and what’s coming up.”

—Nicole Durant, Exeter Paint Transform and Design

Mid-Range Technology

Eric Hassett, the owner of Hassett Hardware, has long been at the forefront of implementing new technologies in his operation of five stores in California. Hassett says technology is a frequent topic of conversation in his area, and he has always been interested in how it can improve efficiencies and benefit his employees and customers.

Most recently, Hassett brought in Theatro, a mobile communication platform he first discovered at the National Retail Federation NEXUS conference several years ago. While Hassett was interested in the Theatro technology, it wasn’t until fellow Ace Hardware retailer, Michael Wynn from Sunshine Ace in Florida, invited Hassett to see it in action that he was sold on implementing it at Hassett Hardware.

“When I saw it live, all of my initial hesitations I had when I first saw the technology were very much alleviated,” Hassett says. “Communication is one of our company’s four core values, and I saw immense value in this technology to be more efficient in our communications.”

Instead of using traditional radio signals, which have distance limitations, Theatro uses Wi-Fi communication, allowing Hassett Hardware staff to communicate with each other across all five locations. With radio communication, everyone hears every message, but Hassett says Theatro, which is a small headset device, cuts down on radio chatter because employees can message each other directly. It also allows employees to send messages to all employees or certain groups of employees, and it has functions for managers to leave messages, so when an employee puts on their headset in the morning, they can hear that day’s tasks or morning huddles from their managers.

Theatro can be utilized across multiple locations, allowing employees in each of Hassett’s stores to take advantage of the knowledge of a subject matter expert in another store.

“If I have my most junior paint person in one store and they have a question, they can radio directly to one of our paint experts in another store and get an answer right over the radio,” Hassett says.

Hassett says he can track who responds the fastest to messages sent through Theatro, as well as receive data on who is and isn’t responding when they need to be. This strategy allows him to “gamify” the process to encourage participation and reward employees.

“I want to reward the employees who are excelling at upholding our core values,” Hassett says. “This will be another tool for identifying those people who are putting the energy and effort into their jobs.”

RESOURCES

Where to Start

Retailer Eric Hassett provides insights on where to begin when implementing technology at PDRmag.com/dive-into-tech

TRACKING TAGS

Adam Gunnett has led the charge to incorporate technology at Busy Beaver Hardware

Other

Ways Busy Beaver Is Using Technology

Electronic Shelf Labels

The Delmont location has all electronic shelf labels, making it easier to handle the almost 1,200 prices changes a week the store experiences.

People Counter Busy Beaver uses SenseSource, which counts people as they come into the store and aids staff to determine conversion percentage.

Feedback Stand

At the exit of the Delmont location, customers can provide brief feedback about their visit on the Feedback Now machine.

Dream Technology

Every night at two of Busy Beaver Hardware locations, an autonomous robot roams the store, looking for misplaced and missing products. Adam Gunnett, director of information technology (IT) and marketing, heads up the technological projects for the operation, which has 25 stores in three states.

The automonous robot has been one of Gunnett’s biggest projects so far. Gunnett chose a local company, Badger Technologies, to partner with for the autonomous robot, which started the process by coming into the Delmont and Irwin stores and mapping out the floorplans and programming those blueprints into the robot. The company then brought the robot, which is equipped with several highdefinition cameras and LED lights, to each store and made final tweaks on the path the robot follows.

“Once it was fine-tuned, it started doing a nightly scan of all the shelves,” Gunnett says. “It’s able to identify blank holes or the wrong product in a spot.”

Gunnett and the staff have access to a dashboard with the robot’s report from each night, which they use to fill in empty spaces, correct wrong prices and move products to where they belong.

“When we see an empty peg board, we can check if the product is back in the warehouse or if it’s empty because we’re waiting on a shipment, or if we need to take some other action on it,” he says.

Gunnett estimates the robot saves about 80 hours of employee time each week, completing its work in two hours each night. Along with increasing efficiencies, the robot has also improved employee morale.

“The robot isn’t replacing anyone’s job, but it’s doing the menial tasks so they are free to focus more on helping customers,” he says.

Gunnett says the goal of any technology solution is improving customer service.

“When people shop local, they’re giving us a chance, they are willing to maybe pay a little bit more or have to hop in their car to drive to us,” he says. “We want to make sure we’re taking care of them when they get there, and technology helps us accomplish that goal.”

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

Post a Job | Sell Your Business | Buy a Store Public and Private Listings Available Now Offering Business Valuations

To see full listings, visit YourNHPA.org/marketplace or email marketplace@yournhpa.org

Evaluation Form

If you need help creating a form for an annual employee review, NHPA has a template to get you started at YourNHPA.org/employee-evaluation-form.

OPERATIONS

TALK Straight

How To Establish and Maintain a Culture of Giving Feedback

BY JESSE CARLETON

If you’re like many managers, you may suffer from feedback phobia. It’s easy to tell employees “nice job” when they do something right, but it’s harder to ask them to fix something they’re doing wrong. Put off that conversation too long and a poorly performing employee does damage to the rest of the company or becomes disengaged because they don’t feel adequately equipped for the job. Giving regular feedback, whether recognizing an achievement or offering suggestions for improvement, should become part of your management strategy because it’s essential to the well-being of your business. Paint & Decorating Retailer identified some best practices to follow after talking to two retailers who have created a rich culture of giving and receiving feedback in their own organizations, and Amy Sandler and Kim Scott from executive education company Radical Candor.

GIVE AND RECEIVE

encourage feedback from everyone.

OPERATIONS

Candid Conversations

Get more best practices from Sandler on giving and receiving feedback at PDRmag.com/radically-candid

Start With Honesty and Empathy

The culture at Bloedorn Lumber is rooted in relationships, which creates an open door for honest discussions. The company has come a long way from its humble beginnings in 1919 as a simple country lumberyard in Torrington, Wyoming. Today the operation spans four states with 22 retail stores, three truss manufacturing plants and a door shop, all employing more than 400 people. What hasn’t changed, however, is the family-style culture passed down through the generations.

Lindsey Maybee, who grew up watching her dad manage one of the Bloedorn locations, helped build the company’s human resources department and is now the director of HR, safety and training. As she trains store managers, she says their culture is built on establishing an openness to giving and receiving feedback.

“There is a family environment in each of our locations,” she says. “Managers care about their employees, they know what’s going on in their lives and they genuinely care for their well-being.”

When mentoring a new manager, Maybee encourages them to know the important things about their employees, such as their family dynamic or if they’re struggling with something in their personal lives. There should be constant communication so managers know what is going on with their employees.

“Be human, live by the golden rule,” she says. “You may need to be tough and address a problem, but always have empathy and understand the hardships they may be dealing with.”

When they understand the unique story of each employee, managers can be more empathetic when something goes wrong. Is the employee performing poorly because of a difficult circumstance in their own life? Showing empathy will make it easier to receive a difficult conversation.

Empathy and candid perspective-sharing are foundational to the way Sandler coaches managers to give more effective feedback. Practicing Radical Candor builds on two principles: caring personally and challenging directly, as outlined in Scott’s best-selling book “Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity.” Caring personally helps you build trusting relationships by demonstrating you have the other person’s best interests in mind. Challenging

directly means being willing to have tough conversations with team members to push them to improve, which also shows you care about them. When following these principles, feedback becomes a conversation built on a trusting relationship. It’s guidance rather than a top-down directive.

“Radically candid feedback is sharing your perspective in a way that is helpful and humble, because you might be wrong,” Sandler says. “Radically candid conversations are two-way, back-and-forth conversations. You are sharing your view of the situation and inviting the other person to share their perspective: ‘Here’s how I see it, how do you see it?’”

Make a Habit of Giving Feedback

Offering feedback to employees should happen more than just once a year during a formal performance evaluation. It’s important to address concerns whenever they arise, daily if necessary. But it’s best to have a scheduled time so the opportunity to give feedback doesn’t get missed.

At Spectrum Paint, weekly check-ins, combined with more formal midyear and annual reviews, offer a structured way to ensure managers and employees stay in constant contact.

“If you’re going to be successful at providing employees with meaningful feedback, you need to put it on the calendar and have an agenda for what you’re going to talk about,” says Nick Blunt, vice president of store operations, Midwest division.

Spectrum Paint is an entrepreneur success story. Travis Detter, company founder, started selling paint out of a storage shed and has since grown the company to 92 stores in nine states. Blunt oversees regional managers who collectively supervise more than half of the company’s nearly 600 employees.

A few years ago, Detter brought in an author and consultant for management training, which has helped form the company’s current management strategy.

“The consultant helped us boil our management strategy down to a simple formula that was easy to implement,” Blunt says.

For managers who report directly to him, Blunt meets with them every two weeks about what’s happened since their last meeting and then sets goals for the next two weeks. Those biweekly reviews set them up for the midyear and annual reviews, making it easier to identify accomplishments and challenges.

NHPA offers three online courses to help managers and key employees learn effective leadership, communication, problem-solving and financial management skills.

Your Leadership Style

In this introductory course, managers will learn about their unique leadership style and strengths that will provide a framework for their ongoing leadership growth and career development needs.

Leading Your Team

This course teaches managers the critical components of building and leading a team, including communication skills, conflict management, talent development and ongoing performance management.

Financial Management

This course focuses on the key financial management skills that developing leaders need to manage the financial side of the business, including the basics of expense control, budgeting and benchmarking.

Join one of our interactive group sessions or start a self-paced option today. Enroll at YourNHPA.org/fol.

Free Education Resources

Access NHPA’s new, free online course on Effective Feedback Strategies at YourNHPA.org/training-store

“We’ve tried to instill the idea in our team that feedback is a gift. Nobody’s trying to bruise your ego; we’re trying to make you better.”

—Nick Blunt, Spectrum Paint

While the regular schedule of reviews may seem like a time commitment for a busy retailer, that time is an important investment into your company, says Blunt.

“People are the driving force behind our businesses, and we have to always be investing in our people. When we’re constantly giving feedback, we’re able to realign,” he says. “We’re constantly getting better and not waiting weeks or months before we correct problems.”

Managers Should Lead by Example

When laying the groundwork for a culture of feedback, make sure all employees, regardless of their position in the company, are open to receiving congratulations or criticisms. Let frontline employees know it’s OK to approach management with suggestions or issues. In fact, encourage managers to ask for feedback and start the conversation.

“Employees may sometimes be afraid to take a manager’s time with a question or concern, but encourage them that it’s OK to speak up. Remind managers to take the time to listen and remember that feedback is a two-way street,” Maybee says.

Managers should get in the habit of receiving feedback because it will not only help them develop as leaders, but it will also show employees that no one is beyond the need for improvement.

“When it comes to giving feedback, especially criticism, it’s important to show that we can take it before we start dishing it out, especially if we’re managers. We need to

lay our power down,” Sandler says. “One way we do this is by actively asking for feedback and following up on it when we receive it. It might never feel 100% safe or comfortable or risk-free to give feedback to others, especially to our boss. So it’s up to managers to create an environment where the rewards of providing feedback outweigh the risks.”

A great way to start, she says, is by sharing personal stories of a time when you received critical feedback that helped you improve something in your life. Hearing a personal story will mean more to employees than an abstract theory about why feedback is important. Stories are more likely to open up a conversation where employees and managers can understand each other, rather than just respond to each other’s actions.

Focus on Growth

The end goal of delivering feedback is personal and professional growth.

“Criticism that’s kind and clear and praise that is specific and sincere reinforces good work and behavior,” Sandler says. “You can think of praise as putting your foot on the accelerator and criticism like putting your foot on the brake; challenging people to do more of what’s good so they can build on their success and helping others learn from it, and do less of what’s not working well. It shows you care because it shows you are noticing and that you want to help the person and the team achieve their goals.”

At Spectrum Paint, all employees have access to ongoing training and development in all areas of the store. Everyone has a chance of moving up through the company.

“Cross-training is a very important part of our culture,” Blunt says. “It goes back to the story of our founder who wore all the hats as he was getting the business off the ground. We have a hands-on attitude where management is willing to get in the trenches to help get the job done. That attitude goes along with a culture of constant development where we are always trying to make ourselves better.”

Regular feedback, then, becomes a critical part of training and development. Even after employees finish their formal training, every day brings a learning opportunity, and learning happens when managers correct and reward.

“We’ve tried to instill the idea in our team that feedback is a gift,” says Blunt. “Nobody’s trying to bruise your ego; we’re trying to make you better.”

Do you need hiring help? NHPA can help you find quality candidates. Gain free access to job description templates, marketing tools, tips on where to find quality candidates, ideas for incentive programs and more.

Scan the QR code with your smartphone or visit YourNHPA.org/human-resources to download.

RETAILER PROFILE

DIVING INTO DESIGN SERVICES

HOW REGAL PAINT CENTERS LEADS CUSTOMERS FROM START TO FINISH

Eye for Design

Gain insight into 2022 design trends to stay up to date on customers’ needs at PDRmag.com/design-2022

BY CARLY FRODERMAN

Design services are a convenient entry point for customers and provide retailers another way to guide customers through home improvement projects and fulfill their design dreams. When executed correctly, these services boost sales and set operations apart from other businesses.

Patrick Smith, president of Regal Paint Centers, began working at the business part time in 2000 before starting full time after finishing college. His father, Brian Smith, purchased the first Regal Paint Centers location in 1986 with his business partner Jim Palmer. Since then, the business has expanded into 11 locations in the greater Washington, D.C. metropolitan area. In 2018, the company began focusing its efforts on design services and has since seen increased sales, improved customer satisfaction and more.

Paint & Decorating Retailer spoke with Smith about why he reinvested in design services, how the company’s services work and his best practices for implementing similar offerings at your operation.

A Reevaluation

Regal Paint Centers introduced design services when it acquired its sixth location in 2004. The Annapolis, Maryland, store already employed design consultants, so Smith says he and his team made the decision to keep them.

“The designers were paid hourly for their consultant work within the store,” Smith says. “For in-home color consultations, designers were allowed to market themselves, charge their own rates and collect revenues entirely separate from our operation.”

Over the next decade, Smith and his team considered the value the design consultants offered to the operation. He connected the dots and realized the design services in the Annapolis location were thriving because it is an affluent area with a customer base looking for support and advice.

“It took a few years for us to sit down and discuss the strategic value of having design consultants in our business,” Smith says. “We began looking at our

“We allowed customers to meet our designers, start a relationship and then walk away with the designers with no guaranteed benefit or sale for our business.”

—Patrick Smith, Regal Paint Centers

entire operation more critically, discussing what strategies worked in different markets and what stores they could be expanded into.”

Along with internally analyzing design services, Smith made a point to investigate externally as well.

“After speaking with consumers and dealers, I realized one of the biggest pain points for our customers, whether they are executing a paint project themselves or hiring a professional, is picking a color,” Smith says. “This realization allowed us to understand the value of design services in relation to assisting our customers and making the design process as effortless as possible.”

In 2014 the operation began to expand design services to additional locations, and in 2018 Smith and his team again reevaluated the design services in their operations and saw an opportunity to reconstruct them to better benefit the operation.

“We came to realize that we weren’t in control of what we’ve found to be critical components of successful design services,” Smith says. “We allowed customers to meet our designers, start a relationship and then walk away with the designers with no guaranteed benefit or sale for our business.”

Walls, Floors and More

See how one retailer uses design centers to connect customers across product categories at PDRmag.com/coakley-flooring

This awareness led to the creation of a standardized process for all design services. Home consultations began running through the business, not the designers, and policies were put in place to make sure customers had clear expectations of services and a full understanding of what they include, Smith says.

“We realized that design services need to be treated like a product,” he says. “They need to be sold and promoted as valuable resources.”

Insight and focus led to further expansion into complementary products and services, with the business expanding into window treatments and wallcoverings in 2020, in addition to paint selection design services.

“Customers who want to paint sometimes want to wallpaper a room, and when it comes to window treatments, we’ve found our customers don’t want to start another conversation with a new business or designer to find the right product,” Smith says.

Regal Paint Centers offer free in-store design services to its customers on certain days of the week, which often turn into paid at-home consultations. FREE PERKS

“Offering products and services that can be wrapped into a more comprehensive design project increases sales and delivers higher levels of customer satisfaction.”

A Reawakening

Currently, four Regal Paint Centers offer free in-store design services and paid at-home consultations, with plans in place to expand services into four additional locations.

“We market certain hours within each store for the in-store design services, typically Thursday, Friday, Saturday and some of our higher traffic days,” Smith says. “Customers often bring color chips, fabric swatches or inspirational images into our stores to obtain complimentary color and design advice.”

In theory, this means a customer could have a designer to themselves for multiple hours, but more often a designer is shared between multiple customers during this process, which is sometimes all that is necessary.

“Occasionally customers come in and just need a sounding board to bounce their ideas off of,” Smith says. “They need reassurance before moving forward with a project, and the in-store design services provide the necessary affirmation, often leading to an immediate sale.”

Other times, customers need more help in the design process and require more in-depth consultations, with the free in-store design consultation serving as a starting point and a chance for the designer to develop a relationship with the customer.

“It can be daunting for customers to jump right into a paid design service, especially without knowing the designers’ style or personality,” Smith says. “The majority of our customers who purchase the paid service meet the designer in the store, establish a relationship and realize the need for a designer to be in their home to gain better insight and provide a customtailored recommendation.”

In-home consultations are more personalized and in-depth because designers gain a better understanding of the space and what the customer is looking to achieve.

“It can be challenging to discern the true feel of a space a customer is trying to decorate through a picture,” Smith says. “Designers need to be in the space to see where limitations may lie, such as with lighting, to provide the best advice.”

After the designer has analyzed the space and consulted with the customer, designers provide a completed color schedule and paint suggestions. When necessary, designers also offer painter recommendations, promoting contractors who purchase from their store, which connects paint sales to the design work, Smith says. Through this process and the mutual trust built between the designer and the customer, smaller projects often expand.

“Project expansion doesn’t happen in the store as often because designers’ can’t see the entire space, and they haven’t had time to build the relationship and trust to the level necessary to successfully grow a project,” Smith says. “Projects sometimes double or triple in size once our designers are in homes. They make compelling cases about complementary colors flowing from room to room, providing a more cohesive house design.”

A Revival

Expanded projects are not the only benefit of design services; they also allow retailers to better market their business and grow brand awareness in local markets.

Regal Paint Centers’ staff promotes design services through posters and display cards in design areas, exterior store signage and brochure distribution. The operation’s monthly e-newsletter often includes design services marketing as well, through a design consultant spotlight or the promotion of a design event. Regal Paint Centers’ website also has design services information, along with a place customers can request additional information, which provides an opportunity for staff to reach out and chase leads, Smith says.

By marketing design services and growing the Regal Paint Centers brand, the operation drives sales.

“The margins are low for in-home consultations themselves,” Smith says. “The benefit is found in the ensuing product sales. Advertisements about design services that assist with color selection resonate with retail customers, increasing the impact.”

When designers connect customers with contractors who purchase from the business, they increase product sales. Along with a boost in product sales from those contractors, Regal Paint Centers is building stronger relationships with pros through its design services, increasing and expanding professional our business, Smith says.

Designers are also often the first point of contact with customers, which can be extremely beneficial to a business.

“When a customer arrives at one of our stores looking for assistance, our designers greatly influence that customer’s first impression,” Smith says. “It’s a huge opportunity to impress the customer and for designers to show off their expertise.”

Showing apt skill and knowledge during initial interactions with customers builds trust and confidence, showcasing excellent customer service that encourages increased sales, returning customers and word-of-mouth advertising.

Not only do design services improve customer service and satisfaction, boost product sales, grow professional business, encourage project expansion and strengthen an operation’s marketability, they are also a valuable business differentiator.

“In a world where a lot of purchasing is completed virtually, there’s no substitute for in-person relationships and interactions,” Smith says. “In-store designers deliver the superior service that customers are looking for, setting an operation apart from competitors.”

CATEGORY FOCUS

SOAK IT UP

WHY CONTRACTORS & DIYERS NEED DIFFERENT OPTIONS

BY CARLY FRODERMAN

The sponges and rags category is often overlooked by retailers and customers, yet these products are crucial to the success of projects both DIYers and contractors are tackling. Bloomington Paint and Wallpaper in Bloomington, Indiana, has been in operation since 1928 and owned by the Night family since 1955.

The 3,000-square-foot store serves a customer base of 60% DIYers and 40% contractors, and competes with various big-box stores and independents in the area. Paint & Decorating Retailer spoke with stocker, salesperson and manager J.D. Night, who shared insights on the differences selling this category to contractors and to DIYers and merchandising best practices.

Super Sales

Discover five customer service tips to continue growing sales in your operation at PDRmag.com/customer-service

For Contractors

Bloomington Paint and Wallpaper sells one-, five- and 10-pound boxes of rags with custom labels that include the store’s name, address and phone number, Night says. This practice works as a marketing tool and brings increased awareness of the business, especially among other contractors, boosting sales.

For DIYers

Night says they sell smaller amounts of rags with more colorful packaging, such as bright greens and yellows. Colorful packaging catches the attention of DIYers, who often require fewer rags, reminding them to purchase the product when necessary.

Clean Merchandising

Best Practices for Displaying Sponges & Rags

4 Tips for Add-On Sales

Sponges and rags are often an afterthought; utilize these best practices to increase your sales in this category.

Listen. Understand the customer’s project. Even if they’ve done the project before, you may have new information that can help them.

Sponges

At Bloomington Paint and Wallpaper, sponges are located near wallcoverings, as that is the main project customers need them for, Night says.

Rags

Rags are merchandised near the stains, as a majority of rag sales are to customers undertaking staining projects. The store also has rags displayed near the checkouts to boost add-on sales.

“We sell two types of sponges: brick and natural sea foam sponges. Most customers need sponges for wallcoverings, though some DIYers use them for paint application on walls.”

J.D. Night, Bloomington Paint and Wallpaper

Make a list. Review the customer’s list to make sure they didn’t forget anything. If they don’t have a list, help them make one.

Anticipate needs. Think about all phases of the project, from preparation to cleanup. Suggest products they may not have considered yet.

Focus on savings. Remind customers they are saving money by doing a project themselves, which might justify the purchase of a more expensive product.

Source: NHPA Product Knowledge Resources

RESOURCES

Next-Level Customer Service

Discover how QR codes can boost in-store customer service at PDRmag.com/qr-codes-customer-service

Take a Chance on

Chatbots

HOW CHATBOTS CAN ASSIST YOUR OPERATION

ACCORDING TO INSIDER INTELLIGENCE, a research firm that analyzes digital opportunities, by 2024 consumer retail spend via chatbots will reach $142 billion worldwide—a sharp increase from the $2.8 billion spent in 2019. With continuing staffing issues and increasing demand for technology from customers, chatbots provide an opportunity for more efficient customer service, boosted sales and reduced costs.

Why add chatbots?

Chatbots are considered conversational marketing tools, meaning they can drive conversations between you and your customers, closing sales and providing quality customer service

How can chatbots improve your business?

With chatbots answering basic questions and assisting customers online for free, fewer employees are necessary, and paid staff are free to use their time more efficiently.

30%

41% of customer service costs can be reduced by the use of chatbots.

56% of consumers have neutral or positive experiences with chatbots. 87% of consumers use conversational marketing tools for purchases.

Sources: Insider Intelligence; Outgrow; State of Conversational Marketing report, 2020, Drift; Digital Customer Care in the Age of AI, 2018, IBM of users would rather use chatbots than call customer support.

Protect Your Employees With

Effective Compliance Training

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.

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and

Industry Events

Clean-A-Finish

Take Your Next Step

Are you expanding your operation or looking for an exit strategy?

Connect with 40,000 home improvement retailers on the NHPA Retail Marketplace.

Are you selling your business?

List your business for sale on the NHPA Retail Marketplace to reach interested and motivated home improvement retail buyers. Public and private listings are available. NEW: Ask us about valuation as the first step!

Are you interested in buying stores?

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

Are you hiring?

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

Tech Insights

Retailers shared their opinions on technology and e-commerce in a recent NHPA survey. See the results at YourNHPA.org/retail-technology

TALK

WHAT ARE YOU TECHING ABOUT?

BOPIS. AR. VR . Technology available to retailers can feel like an alphabet soup of terms, and it can be difficult to sort out what each term means and how it can benefit your operation. Below, Paint & Decorating Retailer offers a brief explanation of what each type of technology is and the ways you can use it in your business.

01 Augmented Reality (AR)

Similar to virtual reality (VR), AR allows the user to combine virtual experiences with their physical world. In retail, AR can be used to create virtual fitting rooms, offer shoppable catalogs and let a customer see helpful information or special deals as they point their camera at different parts of the store.

03 Internet of Things (IoT)

With IoT, different parts of our lives can “talk” to each other, such as a smartphone connecting to a smart vehicle, or your smart home security system communicating with your lamps and lights. IoT can be used to track products through the entire supply chain process or to track real-time customer behaviors to tailor offers to them.

Sources: Vend Retail Dictionary and Shopify, Retail Technology

02 Buy Online, Pickup in Store (BOPIS)

The premise is simple: A customer buys a product online and then comes to your brick-and-mortar location to pick it up, either in the store or curbside. During the pandemic, BOPIS was a lifeline for many retailers who couldn’t open their doors to customers because it allowed them to still sell products.

04 Quick Response (QR) Codes

QR codes are a type of barcode that contain various forms of data, like website links, account information and payment options. QR codes have been around for about 10 years and have a myriad of uses in retail, including sharing discounts and coupons, collecting feedback, accepting cashless payments and sending customers directly to your website

The customer has spoken, and when it comes to choosing the best for their paint projects, Benjamin Moore and our network of independent retailers are the BEST! We couldn’t have ranked #1 among Interior Paints and Paint Retailers in the 2022 J.D. Power Paint Satisfaction Study* without you. THANK YOU, RETAILERS!