Paint & Decorating Retailer February 2021

PAINT DECO RATING &DECORATING

Perceptions

Leading With Efficiency

Effectively leading your staff is not always easy, especially with varying personalities. See how two retail operations incorporated personality assessments and discover the impact on communication when teammates better understand each other.

Social Media 360

Your customers expect you to have a strong social media presence. Tour the world’s largest social media platforms for tips to position your business for success.

We

PAINT & DECORATING RETAILER

(ISSN 1096-6927): Published monthly except December by the North American Hardware and Paint Association, 136 N. Delaware St. #200, Indianapolis, IN 46204. 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 631051209. Returns (Canada): Return undeliverable magazines to P.O. Box 2600, Mississauga, Ontario L4T 0A8. PM# 41450540. Copyright © North American Hardware and Paint Association, 2021.

Lessons in Resiliency

Learn how Ann Dages, owner of Dages Paint Co. approached business in a challenging year and what her plans are for the future.

Sticking to Stain

Get a quick recap of the tools and best practices your customers will be looking for as they prep their outdoor wood surfaces for spring.

Viewpoint

Who the Heck Am I?

Nearly 10 years ago, the North American Hardware and Paint Association (NHPA) enlisted the help of an executive education and consulting firm to help us become a “higher-functioning” organization. One of the first things we did as part of this process was a battery of personality assessments. I did this begrudgingly. I was never much a fan of these types of profiles and was somewhat skeptical about what any of this had to do with running an association more effectively.

When it was time to review the findings, I peppered the moderator with questions: “Isn’t behavior situational?” “What does my social behavior have to do with how I manage people?” “Aren’t these tests simply set up to make money for the testing organizations?”

I learned that one of the biggest benefits of personality assessments is that you get a pretty unfiltered view of your own personality.

He calmly and adequately addressed all my queries and then we proceeded with the meeting. When it was time to review my profiles from both the DiSC assessment and the Myers-Briggs test, my first reaction was—“That’s not me.” Then I saw all my colleagues nodding in agreement with the findings.

When I got home that evening, I went over the results with my wife, expecting her to say, “Why, that’s not like you at all!” Instead she said, “Oh my god. They nailed it. That is so you!”

I learned that one of the biggest benefits of personality assessments is that you get a pretty unfiltered view of your own personality. I knew I was a Type A kind of guy. I never shied away from a good debate, and I was never meek about sharing my opinions. What the personality testing revealed to me was the extent to which these characteristics dominate my communication styles and how this style is perceived by others.

The second lesson I learned is that there is no “right” or “wrong” personality type. However, gaining a better understanding of your dominant personality and what communication methods you use most frequently is key to being able to communicate better with others. Understanding how people communicate puts you in a better position to ensure your team is highly functional and should really be at the root of any training program.

In this month’s cover story, starting on Page 16, we address how you can harness the power of personality profiles to improve your communication and management skills. I’d also encourage you to take the time to start learning more about your own personality and communications profile. You might be surprised to learn that you aren’t quite the person you thought you were!

Dan M. Tratensek Chief Operating Offi cer & Publisher dant@YourNHPA.org

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 Training Programs

Jesse Carleton jcarleton@YourNHPA.org

Training Manager & Editor

Renee Changnon rchangnon@YourNHPA.org

Retail Engagement Specialist

Katie McHone-Jones kmchone-jones@YourNHPA.org

Event Manager & Retail Support

Natalie Harris Data & Information Coordinator

NHPA EXECUTIVE STAFF

Bob Cutter President & CEO

Dan Tratensek Chief Operating Officer & Executive Vice President of Publishing

David Gowan

Chief Financial Officer & Executive Vice President of Business Services

EDITORIAL, DESIGN & PRODUCTION

Melanie Moul Managing Editor mmoul@YourNHPA.org

Kate Klein Profiles Editor kklein@YourNHPA.org

Todd Taber Trends Editor ttaber@YourNHPA.org

Hans Cummings Products & Digital Editor hcummings@YourNHPA.org

Lindsey Thompson Associate Editor lthompson@YourNHPA.org

Aubrey Smith Senior Designer

Autumn Ricketts Graphic Designer

Austin Vance Production Manager

Freda Creech Sales & Production Assistant

Kevin Trehan Digital Media Specialist

Graeme Haase Issue Contributor

MARKETING & COMMUNICATIONS

Whitney Daulton Director of Marketing & Communications

Julie Leinwand Corporate Communications Manager & Editor

ADVERTISING

Dan Simon Magazine Sales 800-737-0107 | dan@pdra.org

NHPA BOARD OF DIRECTORS

CHAIRMAN OF THE BOARD

Daniel Harris Palos Ace Hardware, Palos Heights, Illinois; Lemont Ace Hardware, Lemont, Illinois

EXECUTIVE VICE CHAIRMAN

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

DIRECTORS

Craig Bond Tommy’s Paint Pot, Eugene, Oregon

David Dishke Grand River Home Hardware, Caledonia, Ontario

Scott Jerousek Farmand Home Hardware, Wellington, Ohio

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

JackieSacks Round Top Mercantile Co., Round Top, Texas MattWoods Woods Hardware, Cincinnati, Ohio

SECRETARY-TREASURER

Bob Cutter, NHPA President and CEO

GThe Big Picture

Climbing the Social Media Ladder

rowing the Facebook following for Roland’s Paint & More in Bad Axe, Michigan, is important to new owner Shawn Roehrig. He respects the store’s history in the community and does not want to depart from the hometown feel Roland’s Paint has.

“Customers are not only buying products, but they’re also buying the experience and expertise,” he says.

However, social media provides a reach that even 120 years in business cannot, so Roehrig is hopeful about expanding the store’s customer base by attracting people who don’t yet know about the business.

Creating buzz on social media has been fruitful. Two Facebook giveaways helped the store gain about 600 more followers, and Roehrig noticed a slight uptick in foot traffic in the store as well. The second giveaway, which included a 6-foot fiberglass ladder and a roller paint kit, was a big hit, Roehrig says.

He plans to continue offering contests to attract followers on Facebook and leveraging social media as part of his marketing strategy.

“The store is already pretty well known, but there are probably thousands of people who don’t know about this place yet,” Roehrig says.

Product News

Combination Pliers

ERGO™ Combination Pliers feature self-opening dual-component handles, a patented return spring and an anti-corrosion treated phosphate finish. The gripping surfaces are suited for flat and round material and the cutting edges progressively harden, making it suitable for cutting soft and hard wire. The soft thermoplastic surface on a tough polypropylene base provides superior grip.

Bahco bahco.com

Self-Leveling Cross Line Laser

Equipped with a green laser for enhanced visibility, Empire Level’s Self-Leveling Cross Line Laser delivers up to four times the brightness of single diode red lasers. Cross line lasers are ideal for cabinet installation, light alignment, tiling and similar applications. All laser electronics are impact protected with rugged rubber over-mold and locking pendulum. The laser features tripod mounting points, a 75-foot range and rare earth magnets to hold the laser securely on metal surfaces. It includes a carrying case, batteries and a limited 1-year warranty. Empire Level empirelevel.com or 800-558-0722

Portable Mini Tower Heater

The Comfort Zone Energy Save Portable Mini Tower Heater features ceramic heating elements, two heat settings and 80-degree oscillation. It has an energy-save setting that uses 30 percent less energy than most other heaters, as well as a fan-only setting.

Comfort Zone comfortzoneproducts.com or 800-523-1268

Finish Preserver Spray

Bloxygen Finish Preserve spray uses argon to push oxygen and moisture out of paint and finish cans before sealing. Argon is inert and heavier than oxygen, so it forms a protective barrier for leftover finishes, allowing them to be stored for years without going to waste.

IronWood Designs bloxygen.com or ironwood.designs@pobox.com

Antibacterial Surface Cleaner

Bona® PowerPlus® Antibacterial Surface cleaner is specifically formulated for sealed, nonporous hard surfaces. It uses a hydrogen peroxide-based formula to kill up to 99.9 percent of household germs on countertops, cabinets, appliances and more. It is ready-to-use and available in unscented and lemon zest or orange blossom scents.

Bona mybonahome.com or 877-289-2662

Paintbrush Cover

Brush Baggy is a recyclable cover for wet paintbrushes. It stretches to fit over and seal wet paint brushes, keeping the paint wet for weeks. A tear-away edge provides for easy release of the brush when it’s ready to use again. Available in sizes to fit 1-inch to 4-inch brushes.

BrushBaggy brushbaggy.com or 404-488-5193

Round Rod Caulk Gun

The ETS1100 is a lightweight composite caulk gun with a round rod and cradle frame. It is suitable for DIY projects around the house. Dripless dripless.com or 800-960-1773

Tab Drawer Pull

Mockett’s Tab Drawer Pulls install on all types of furniture to give a flush fit with the top of the drawer. It features an antimicrobial coating using FDA-approved materials that kill 99.9 percent of germs to protect against surface contamination. The pulls are available in satin chrome and satin nickel finishes in 3-inch, 4-inch and 6-inch lengths. Additional sizes and finishes are available without the antimicrobial coating. Doug Mockett & Co. mockett.com or 800-523-1269

Product News

Wallpaper Steamer

The Wagner 915 On-Demand Steam Cleaner and Wallpaper Remover features chemicalfree cleaning—just add distilled water. It includes 11 attachments to steam-clean countertops, sinks, toilets, showers, floor, appliances and more, including wallpaper removal. It holds up to 48 ounces of water to run for up to 45 continuous minutes. Wagner wagnerspraytech.com or 800-328-8251

Painter’s Tape Dispenser

Tape Tool can be used with painter’s tape, duct tape, masking tape and more as long as the tape uses an industry-standard 3-inch core. It clips to belts, pants, pockets and even can be mounted to workbenches.

Tape Tool thetapetoolcompany.com

Open Shelves

Arena style shelves from Kesseböhmer combine straight lines with a sleek single rail. Each shelf pairs a melamine surface with chrome-plated or powdercoated steel rails. The surface is resilient against household chemicals and cleaners and includes an invisible antislip coating to ensure stored items stay put. Kesseböhmer cleverstorage.com or 910-338-5080

Work Coveralls

Dickies Women’s Plus Long Sleeve Cotton Coveralls are 100 percent cotton twill with a box pleat in the back for mobility. It features a cinched back elastic waistband and two large back pockets. Dickies dickies.com or 800-342-5437

Wallpaper Stripper

The World’s Best Wallpaper Stripper works on all wallpaper materials such as vinyl, strippable, grass, removable and more. The bio-enzymatic citrus formula is fast-acting and safe to use. Each 32-ounce spray bottle covers approximately 100 square feet.

WP Chomp! healthierhomeproducts.com or 630-482-5995

Paint Sprayer

The Earlex Super Finish Max Paint Sprayer features 450 watts of power to spray thicker paints. It includes 1.5mm 2.0mm and 4.0mm tips, two different air caps to help control flow and a 40 ounce container for large projects.

Earlex earlex.com or 888-783-2612

Cordless Flood Light

The Rover ™ Dual Power Flood Light is designed to fill large indoor and outdoor areas with 4,000 lumens. It features three different lighting modes and can light a workspace for up to 12 hours at a time. In addition to M18 ™ REDLITHIUM ™ batteries, Rover can be powered via AC using a 120V extension cord. Milwaukee Tool milwaukeetool.com or 800-729-3878

By Renee Changnon

Work Smarter, Not Harder

How Personality Assessments Improve Company Culture

Have you ever felt like you and a co-worker just do not see eye to eye? They want things done one way and you want to achieve the same goal differently. Spending so much time with someone you don’t get along with can drain your energy and make work unenjoyable.

Imagine you can learn about yourself and your co-workers to ultimately strengthen your relationships and greatly improve happiness and productivity on your team. While it can be difficult to identify the reasons you work well with some individuals and struggle with others,

taking a closer look at yourself and your teammates can lead to a more understanding and collaborative work environment.

One suite of tools that can make a difference in your organization’s culture is Everything DiSC®. In this article, we look at how the Everything DiSC Workplace Learning Experience can be utilized in retail operations of all sizes and why investing in your team in this way can lead to improved job satisfaction, a more positive work climate and even better employee retention. On the following pages, learn how two retailers have utilized this assessment in unique ways.

Culture Connections

Use the survey at YourNHPA.org/tools-and-guides to learn what your employees think about your company culture.

The team at Northwest Hardware LLC, a chain of five independent hardware stores in Montana, has been using their Everything DiSC results for a year to continue learning and growing by referencing the team’s results.

Paint Fair, a paint and decorating business based in Freeport, Grand Bahama, is brand new to Everything DiSC. In this feature, company vice president Lesley Davies-Baptista will share what it’s

like getting started and how her team plans to use the results.

Why DiSC Is Relevant

Everything DiSC is a personal development learning experience that measures an individual’s preferences and tendencies based on the DiSC model.

In an assessment program offered by the North American Hardware and Paint Association (NHPA) and administered by NHPA retail consultant Kim Peffley, retailers and their employees take an individual assessment. Each individual receives personalized insights meant to deepen their understanding of themselves and others by recognizing how each person functions and communicates.

“What has impressed me the most about Everything DiSC is how accurate it is in describing how people function in the workplace.”

—TJ Comstock, Northwest Hardware

All About Everything DiSC

What it is

Everything DiSC is a model that assigns four basic behavioral styles based on testers’ responses to an assessment. The styles are: Dominance (D); Influence (i); Steadiness (S); and Conscientiousness (C). Everyone is a blend of all four DiSC styles, and an individual can have one, two or even three styles that stand out.

How it works

DiSC assessments use adaptive testing and sophisticated algorithms to analyze a person’s responses and deliver the most precise feedback possible. The profile then translates these results into a personalized narrative that shows someone’s preferences for interactions with others, communication with others and their environment.

What the benefits are

When everyone on your team takes the assessment, it makes it easier to put processes and best practices in place that meet everyone’s needs and ensure their voices are heard. Strong internal communication leads to a stronger business.

To gain even more insights and grow as a team, Peffley meets with the team to further explain Everything DiSC, review results and help facilitate conversations.

“Each person who takes the DiSC assessment has a unique behavioral profile with different styles and priorities,” Peffley says. “It’s important to understand that no one style is better or worse than the next. In fact, these differences in style can be extremely valuable. Once you assess these differences and harness their value, better workplace communication and healthier organizations become possible.”

Long-Term Impacts

When it comes to strengthening his business, TJ Comstock, owner of Northwest Hardware, is willing to try new programs and invest in his employees. Comstock introduced Everything DiSC in his organization over a year ago. While he entered into it a bit skeptical because he wasn’t sure how it would help, he was hopeful for positive results.

“Talking to other retailers who had found success implenting Everything DiSC in their organizations helped me decide to go for it and try it out with our management teams,” Comstock says.

Comstock has added new team members and managers in the past few years, so having his management team take the assessment and see where they all fell on the Everything DiSC circle helped establish stronger lines of communication.

“What has impressed me the most about Everything DiSC is how accurate it is in describing how people function in the workplace,” he says. “I think every conversation we have now in our manager meetings or phone calls involves us reminding one another of our styles and adjusting how we address each other.”

Comstock himself was surprised at how much he learned about his own personality and how he could better communicate with his employees who have different communication styles.

Which Test Is the Best (for You)?

Comparing Personality Assessments

Personality assessment tools are as numerous as the personality types they reveal. We put together a resource comparing a variety of these tools so you can determine which one works best for your operation. Download this resource at pdrmag.com/personality

The other person isn’t wrong, but they each have strengths where the other is lacking, which makes them stronger together.

The assessment also provided a big breakthrough moment for two Northwest Hardware employees.

“We had two managers based out of the same store who had been butting heads for a while,” Comstock says. “When we sat down to go over our results, they sat far apart and avoided each other. After their assessments, they understood why they rubbed each other the wrong way and adjusted how they communicated with each other. Now they’re pretty good friends.”

The managers who had struggled with communicating with each other are a dominant-conscientiousness (DC) personality, which prioritizes accuracy and is more forceful, and an influence (i) type, which tends to be more in tune to emotions and more sensitive to criticism. These styles are considered opposites

on the DiSC spectrum, so the manager who is a DC wanted to be direct and abrupt in conversations and the other was more social and concerned for everyone else’s needs and feelings. Their light bulb moment came in understanding that the other person isn’t wrong, but they each have strengths where the other is lacking, which makes them stronger together.

To build on the Everything DiSC Workplace Learning Experience, the Northwest Hardware team has also taken additional assessments that are designed to help participants better understand themselves and other people in various realms and expand their capabilities, like developing emotional intelligence and creating impactful leaders through the process of vision, alignment and execution.

“I think incorporating the additional applications have really built the solid foundation of Everything DiSC for us,” Comstock says. “They have helped refine and add another layer of understanding to what we initially learned. It didn’t change the language we had developed, but it deepened our understanding of one another.”

For the managers at all five stores, Everything DiSC has become part of the language they use daily to communicate and understand each other better, Comstock says. Learning a common vocabulary for explaining what they need in terms of clear instructions, affirmation of their work efforts and personal growth has been valuable for the team.

“For all you get out of taking Everything DiSC and exploring it deeper with an expert like Kim, it’s worth the time and investment,” he says. “I’d recommend Everything DiSC to any owner or manager looking to implement it in their own business.”

New to Everything DiSC

When Lesley Davies-Baptista, the vice president of Paint Fair in Freeport, Grand Bahama, learned about the Everything DiSC Workplace Learning Experience, she was eager to try it with her team.

“I’ve been in management a long time, and I’ve done a lot of training and professional and personal development over the years,” Davies-Baptista says. “The DiSC assessment was unique to me in the sense that it has helped me reflect on the strengths and weaknesses in my personality and showed me different ways to interact with my team for better results. It’s relevant for our staff now and anyone we bring in down the line, which is pretty unique from a training perspective.”

Davies-Baptista and her team of 12 employees all took the assessment and then joined a virtual meeting session with NHPA’s Peffley to go over the results.

“When you get a 20-page report, it can feel a little overwhelming,” Davies-Baptista says. “The meeting was helpful because Kim was able to break it down in a way we could all understand together. There were so many light bulbs going off during the discussion, and it was amazing how spot on the results were.”

Overall, the team was made up of a mixture of styles across the circle, with lots of i, S and C types and only a few Ds. With the help of Peffley, the employees immediately saw how people with opposite personality styles would not always see eye to eye and started to find new ways to address problems.

“I think we always took personalities into consideration, but never at this level,” DaviesBaptista says. “This doesn’t just affect how we communicate with each other, but also our customers and business associates. If you look at the different styles for how people receive information, you can take some of the things that derail conversations out of the equation.”

In the days after the meeting with Peffley, she says there was a renewed energy among the members of the team, who regularly bring up Everything DiSC styles. Additionally, DaviesBaptista was happy the entire staff was able to be involved, have their voices heard and see their styles be recognized as important.

“Participating in Everything DiSC was a great way to allow the staff to be seen individually, which means so much when you’re trying to manage employees,” Davies-Baptista says. “It has given me a clearer and simplified way of looking at how we communicate with each other.”

Moving forward, the team at Paint Fair will continue to use the language learned in their Everything DiSC discussion. Davies-Baptista also plans to offer the tool to new hires so the team can use the information when working with new employees from the beginning.

“I think Everything DiSC would be a great ice breaker for new employees, and it’s something we will provide and continue to use moving forward,” she says. “I think this has been a valuable investment for what it has provided so far and what I think it will continue to provide.”

Any tool that allows you to focus on improving communication within your team is invaluable, Davies-Baptista says.

“If we in business really evaluated the pain points we face, especially retailers, it would be the challenges that come from communication and how we interact with one another,” she says. “Everything DiSC has already been a valuable investment and it wasn’t something we couldn’t manage financially or from a time perspective. It’s worth trying.”

TYour Outreach

By Todd Taber & Julie Leinwand

Staking Your Digital Claim

Kick Your Social Media Outreach Up a Notch

hroughout 2020, home improvement retailers had to find new ways to engage their customers and boost sales. One of the key ways they achieved this connection was through digital interaction on some of the world’s biggest social media platforms. As more shoppers come to expect robust social media presences from businesses of all sizes, understanding key opportunities in each social media platform is crucial.

Investing in improving your social media outreach could be the winning tactic for small business as a new year begins. Social media marketing company HubSpot recently released its 2020 State of Marketing report, revealing surprising information

on key digital opportunities for retailers. After surveying roughly 3,400 marketers from businesses of all sizes and industries, HubSpot found only 1 in 4 respondents are planning on increasing their content marketing investments. That oversight could be the perfect path for home improvement retailers to stake their claim in the digital space as a new year—and new customer expectations—arrive. But how can you successfully market your content across platforms? On the following pages, take a tour of the world’s most popular social media platforms and get updated tips on how you can leverage their technology to advertise your business to new and returning customers.

MAKE HEADLINES FOR YOUR BUSINESS

active users NUMBER OF USERS

MILLION 187

MISSION STATEMENT

Twitter aims to give users the “power to create and share ideas and information

INSTANTLY WITHOUT BARRIERS”

through short, text-driven updates

Source: Q3 2020 Company Filings

Twitter can help your business engage a small but loyal audience.

Though primarily meant to relay text updates to users, Twitter offers an array of options to help home improvement retailers market their business effectively.

The company suggests small business owners create content pillars, or general themes they want their account to actively explore. Common content pillars include education, inspiration and community. By establishing your own content pillars and ensuring the bulk of your tweets belong to one of those segments, you can grow your business and your audience each day.

You can fortify the content in your education pillar by sharing how-to videos from manufacturers alongside DIY advice from your own team. Take stock of the tools and projects

that are selling well in your store and use that knowledge to guide your Tweets. Notice an uptick in paint and sundry sales? Embrace that trend by posting painting tips from your team and paint brands in the following days.

The inspiration content pillar is a natural fit for home improvement retailers. Share photos of DIY success stories to help customers feel motivated to tackle their own at-home projects. Retweeting messages from major home improvement stars and TV networks can help your followers see your business in a broader context.

Keeping followers updated on your community is crucial. As a small business owner, sharing important updates, business milestones and safety information for your community is one way to increase your visibility and allow your followers to instill trust in your operation.

Twitter By the Numbers

Engagement Best Practices

A THOUSAND WORDS

Don’t be limited by text. Enrich your Tweets with smartphone photos and informative graphics. Hubspot advises Tweets containing photos are more likely to be shared than Tweets containing only text.

FOLLOW YOUR FRIENDS

Stay on the lookout for new sources of inspiration . Follow your wholesalers, distributors and @Your_NHPA. Be sure to search for your local chamber of commerce and other independent businesses to lend support across independent industries.

JOIN THE CONVERSATION

Watch for discussions where you can add your insight Joining active conversations reinforces your expertise and introduces your business to new customers.

Engagement Best Practices

CONNECT WITH CUSTOMERS

NUMBER OF USERS BILLION 1.79

daily users worldwide

Source: Facebook

Facebook is one of the most popular social media platforms and people across generations are active users.

For this reason, it is a great resource to market your business.

Facebook differentiates itself from other social networks with its page features, which are tailored for business use, such as page moderation, address and store hour information, customizable buttons and more.

You can also promote your small business by using the Facebook Ad Center, which offers different paid advertising options, such as boosting existing posts, creating ads that will display on both Facebook and Instagram and the ability to target specific

MISSION STATEMENT

Facebook strives to “give people the power to and bring the world closer together.”

BUILD COMMUNITY

audiences through ads (you can narrow your audience by location, age, interests and more). Additionally, Facebook social media advertising can often be achieved at a lower price than traditional advertising methods.

Whether you choose to create ads or unpaid posts, showcase your products and include links that take customers to your website. Video, carousel and slideshow posts are very handy for featuring products. You can also share store events by creating posts with seasonal promotions and special events.

Facebook is a social network first, so use your page to communicate regularly and directly with customers and page visitors. Take advantage of the Messenger option to send instant replies letting customers know when they can expect a response or if they have reached you outside of normal business hours.

Facebook By the Numbers

1.6

A FACE TO THE NAME

Your business’ Facebook page should represent your company values and people. Many users navigate Facebook to stay in touch with family and friends. Remember, customers like to buy from other people, not from faceless companies.

BUILD CONNECTIONS

Engage with your customers! If someone leaves a positive review or comment, reply with a thank you. Responses, especially to questions, should be personable yet speedy—social media users move on quickly.

USE IT OR LOSE IT

Complete your page’s About section with your contact information, store hours and other details. This is one of the first places page visitors will look for up-to-date store information.

Instagram

TELL YOUR STORY WITH PHOTOS

NUMBER OF USERS

BILLION 1+

monthly active users

Source: Instagram

Instagram is primarily a photo and video sharing social networking site.

In fact, you cannot create a post without attaching a photo or video, so it is best used when you have attractive photos, videos or graphics. It is popular with users of different ages. Instagram is owned by Facebook and includes some helpful shared features, such as the ability to post to both Facebook and Instagram at the same time or create ads for both platforms. Additionally, Instagram uses Facebook’s Messenger app for sending and receiving direct messages.

Different ways to share and create engaging content within Instagram include Stories image and video posts that expire after 24 hours, Reels for short videos often choreographed or

MISSION STATEMENT

Instagram’s About page states, “We bring you closer to the people and THINGS YOU LOVE.”

Engagement Best Practices

set to music, IGTV for longer videos and paid advertising and shopping features that allow users to browse and buy products without leaving Instagram. These tools are ideal for sharing products and project ideas to inspire DIYers and customers to shop your store.

Instagram has some link limitations—you are limited to one clickable URL in your page’s bio because links included in the text of posts are not clickable. If you wish to include links with your posts, you will need to use paid Instagram advertising or use a paid outside link service such as Linkin.bio by Later, which allows you to share post links from a landing page URL in your bio. Posts that use a link service will include instructions telling users they can find a link for the post by visiting the link in the page’s bio.

Instagram By the Numbers

More than

MILLION 500

accounts use Instagram Stories each day

of accounts follow a business on Instagram

SHOW, DON’T TELL

Instagram is a powerful visual storytelling tool. Share your new products, project ideas, interesting areas of your store and other store merchandising through photos and videos.

GET CREATIVE

Take full advantage of the different features Instagram offers to create unique and engaging content , such as Stories, shoppable posts and Reels.

PLAN IT BEAUTIFULLY

Create an attractive profile page with a little strategy and arranging. Choose a theme and stick to it. Color coordinate or alternate similar post styles and content to make your page pop.

YouTube

SHOW YOUR BUSINESS IN MOTION

NUMBER OF USERS

BILLION 2

active users

Source: YouTube

YouTube is the secondmost popular website on the internet.

It’s a key destination for home improvement retailers who want to elevate their brand and gain new customers. While it may be tempting to think of YouTube as only a videohosting platform, online marketing company WordStream advises small business owners to view it as a powerful search engine, behind only Google. Presenting your business on YouTube is similar to how you do it for other platforms, but the key difference here is the power to show your business in motion, with audio and video directly from your salesfloor. Most marketers recommend keeping your videos short and snappy, usually under 3 minutes, and there are a number of outlines you can follow to construct your videos.

MISSION STATEMENT

YouTube is an online video hosting platform that aspires to and show them the world.”

“GIVE EVERYONE A VOICE

Lists are incredibly popular. By creating a topic such ‘What are the biggest differences between popular wood stain brands?,’ you can provide three to five responses to quickly inform and engage your audience. How-to videos are also incredibly popular on the platform. If you or a team member are completing a DIY project, shoot some footage of the steps and compile a video summary to share with your followers. Include links to your e-commerce page for materials to help connect customers.

Behind-the-scenes videos can feed your YouTube channel. If you’re undertaking a major project, celebrating a special milestone or introducing a new team member, shoot some footage to share with your YouTube followers. This slice-oflife action offers a look at the people powering your business, helping to create a personal connection.

YouTube By the Numbers

12 MINUTES 70%

of users visit YouTube on mobile devices

On average, users spend roughly on YouTube each day

Engagement Best Practices

SET YOUR SCHEDULE

For the most part, try to upload YouTube videos regularly. This pattern gives your followers an idea of when to expect videos from your team and will help you slowly build up an archive of your business and the people who work there.

DOLLARS AND CENTS

Consider monetizing your YouTube videos. By placing ads before your content, your business can introduce a new revenue stream that grows stronger as you gain viewers.

Source: HubSpot

KEEP IT SIMPLE

Your smartphone is a great device for capturing, editing and uploading video to YouTube easily. Don’t overthink your videos Quick, engaging videos are great ways to build your brand.

Grow Your Following

6 SOCIAL MEDIA TIPS TO TAKE YOU INTO 2021

As you dive into social media this year and work to highlight your business and promote your products, take stock of a few cross-platform tips. Use these pointers as a guide to solidify your social media strategy and introduce your operation to new customers.

OPTIMIZE YOUR STRATEGY

Social media websites offer free analytics. This data tracks followers, interactions and more. Use this data to discover the content that is popular with your followers and where you should focus your creative energy and time.

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BROADEN YOUR REACH

Hashtags categorize your post topics, which makes for easier post browsing and helps grow your audience. Location tagging allows you to tag your store name and address in social media posts so followers know where to find you.

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Social media platforms are an ideal way to create and share your homegrown content, such as project ideas, DIY information and more. Social media users are accepting of homemade videos and content as long as they are useful and engaging. INVEST

GET YOUR CAMERA READY

Videos are expected to continue growing in popularity as social media creates new ways for you to share and consume them. Take advantage of the features the different platforms offer, such as adding captions, video editing and more.

Instagram Stories and Reels are short-form content tools which help you appeal to the public’s attention span. In this case, less is more—and short-form content is projected to continue growing in popularity into 2021.

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Use social media to establish your store and employees as trusted sources for expert information. Help pro customers and DIYers by sharing your tips, helpful resources and new project ideas via your social media.

Tools to Help You

Check Out the Resources Your Peers Say Help Them Improve Their Business

In any business, the minute you stop learning is the minute you stop growing. It’s important to stay up on the latest trends in the industry, and always continue educating yourself in general business practices like marketing, human resources and operations. Throughout 2020, Paint & Decorating Retailer editors asked retailers to recommend books, podcasts and other resources to share with fellow business owners in the home improvement industry.

From discovering how we can all be heroes in our everyday interactions and building brands around storytelling to learning how to be a servant leader, these so-called “resource reviews” provide insights about a variety of business topics. The resources also impart more industry-specific help, offering perspectives on sales in the building materials industry.

Read on to learn what some of your fellow retailers have been reading and listening to and the lessons they’ve taken away from these helpful resources. Then check out the list of free NHPA resources to continue your education and grow your business.

Do you have a resource that’s been useful in running your business? Please share with us! Email your helpful resources to editorial@YourNHPA.org.

The Hero Effect

By Kevin Brown

This book review is the second installment in a bimonthly series Hardware Retailing is running to highlight books, podcasts and other resources retailers recommend to fellow business owners in the home improvement industry.

“This book makes you take a step back and evaluate your business and your culture. Its examples and stories are reminders of the difference we each can make. You never know what someone is going through, but you can touch their life in a way that will have a lifelong impact.”

Megan Menzer co-owns Newton’s True Value stores in Cherryvale and Independence, Kansas. She considers Kevin Brown’s book “The Hero Effect” to be inspiring and practical. She has included excerpts with paychecks to remind employees how important their jobs are.

Menzer’s Takeaways

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EVERYONE CAN MAKE A DIFFERENCE

The book describes why we do what we do each day. Customers come in because they are in the middle of a crisis and need our help. We have the ability to change a person’s outlook on their day.

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YOU AFFECT EVERYONE YOU MEET

Heroes take responsibility for their attitudes, actions and results. We have an influence over people’s lives. We can be heroes by helping with no strings attached.

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‘NOBODY NOTICES NORMAL’

The book talks about service, saying, “Nobody notices normal.” Everyone in our business thinks they give exceptional service, but do they really? The book talks about different types of service.

CULTURE DRIVES ACTIONS & RESULTS

Kevin Brown says the purpose of leadership is to create an environment where people can be the best version of themselves, and where they love to work, shop, educate, communicate and belong.

Building a StoryBrand

By Donald Miller

This book review is the fi nal installment in a series Hardware Retailing is publishing to highlight resources retailers recommend to other operators in the independent home improvement industry. David Strano is general manager and co-owner of Ambridge Do it Best Home Center in Ambridge, Pennsylvania.

Strano’s Takeaways

BECOME A BRAND

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The book shares how your business can get better with branding. We know who we are, but are we portraying that to the customer? If you don’t have clear messaging, people will not engage your brand.

TELL THE RIGHT STORY

We need to share the story that we’re a family-run business and communicate it more efficiently. We need to clarify our branding message throughout the store and on social media.

BE THE STORY’S HERO

We have to be customers’ heroes by showing how we’re able to help them on a daily basis and gain their trust and respect. Employees don’t just have names and faces; they have experience and knowledge. They’re here to help. Most of them have been here a long time and have a lot of experience.

LISTEN TO CUSTOMERS

How do you beat competitors? It’s not always on price. We’re listening to our customers. We show them we care and offer the right product selection. That’s why people continue to shop here and continue to talk about us in a good way.

“‘Building a StoryBrand’ offers a different perspective on how to think about branding. You might have the greatest product in the world, but if you don’t get that message out, what’s it going to do for you?”

Behind Your Back

A Podcast With Bradley Hartmann

This podcast review is the third installment in a bimonthly series Hardware Retailing is publishing to highlight books, podcasts and other resources retailers recommend to fellow business owners in the independent home improvement industry.

P. Brett Thorne is chief operating officer for Thorne Lumber Co., which has three locations in Missouri. He values the focused learning opportunities podcasts offer and recommends Bradley Hartmann’s “The Behind Your Back Podcast” because of its perspective on sales in the building materials industry.

Thorne’s Takeaways

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ONBOARD

AND COACH

Truly onboard new sales staff. Don’t forget to teach and coach them. The podcast offers refreshers on selling techniques that are helpful for experienced staff to remember and new employees to learn.

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REMEMBER: SELLING IS AN ART

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What I see in our industry as a whole is that we have lost some of the art of selling. People really need to go out and know the sales process, find customers and build relationships. They need to learn to be strong, hold their pride and define the value proposition your business offers.

LOOK BEYOND SELLING PRODUCTS

Even with our existing customers, we need to go beyond, “What can I do for your business?” and “What products can I pick out for you today?” We need to ask, “How can I help your business be more profitable?”

INTERRUPT IN THE RIGHT WAY

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Sales people interrupt pro customers by showing up at a job site or making a phone call. If you catch a customer at a bad time and catch them in the wrong way, you can hurt them in the sales process.

“Bradley Hartmann provides a lot of value. He goes in depth and he even has some tools, such as call structures and call sheets, he offers to listeners. He doesn’t take a bland topic and keep it bland. He finds great ways to keep things entertaining and colorful.”

Resource Review | Book

The Servant

By James C. Hunter

This book review is the first installment in a bimonthly series Hardware Retailing is running to highlight books, podcasts and other resources retailers recommend to fellow business owners in the industry. Brian Kabat operates four stores in the Phoenix area and recommends books to his staff as part of their professional development. He asks employees in leadership positions to read “The Servant” to help them grow in how they treat and lead people.

“The Servant” by James C. Hunter describes the journey of a businessman who learns about servant leadership in a monastery and applies the lessons on humbly leading people in work and life.

“If you’re into leadership and management, this book is off the grid a little bit. It applies to more than business and is relevant to family life.

Kabat’s Takeaways

LEADING IS DIFFERENT FROM MANAGING

“The Servant” is important because it focuses on leadership. Since we are all mainly in the people business, we manage things, but we lead people.

RELATIONSHIPS ARE KEY TO DOING WORK WELL

Leadership is about getting things done through people. There will always be two dynamics involved in achieving success through a team of employees—the task and the relationship.

EVERYTHING YOU DO IMPACTS OTHER PEOPLE

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Reading “The Servant” gives all our store team leads fresh insight into how their position impacts the people around them, not just at work but in their personal lives, as well.

GROW AS A LEADER FOR A LIFETIME

This book gives a very unique perspective on what it takes to be a great leader and evolve over a lifetime. You can immediately use the content to improve your team.

Association Assets

Just because the series is over, doesn’t mean the learning has to end. NHPA has a vast collection of resources available to you including podcasts, webinars and training modules.

PODCASTS

topics independent retailers need to know to run their businesses. “Taking Care of Business” features industry experts, wholesale executives and retailers. And “Tell Me More...” highlights interesting stories and anecdotes from retailers across North America.

WEBINARS

methodology, industry disrupters and personality profiles. The webinars are led by industry and business professionals with helpful information for anyone in the industry.

TRAINING

NHPA makes training easy with its comprehensive training resources. Trainer’s Toolbox includes best practices for merchandising, operations, product knowledge and selling skills. These online resources include downloadable presentations, infographics and trainer’s notes. NHPA also offers tools and guides for human resources, marketing and operations, and 14 product categories.

STRONG! FINISH STRONG!

Finishing any hardwood project means your choice of brand may make or break the results. So why use anything other than an industry leading brand with the reputation to back it?

By Kate Klein

3 Committed Generations

How Dages Hikes Point Paint & Wallpaper Adapted and Grew Through Change

Dages Hikes Point Paint & Wallpaper in Louisville, Kentucky, is a classic family business. Founder Russell Dages Sr. started the company in 1930 during the Great Depression, initially selling paint out of the trunk of his car and later from a house in the historic Germantown neighborhood in Louisville.

In the 1950s, his son Russell Dages Jr. joined him in the business, and together they built the paint store and Cold War-era nuclear fallout shelter where the original store is currently located.

Anne Dages, the daughter of Russell Jr., now oversees Dages Hikes Point Paint & Wallpaper and serves as company president. She has grown the

business to three locations, despite very targeted competition, including two paint stores located within eyesight of one of her family’s stores.

“They literally built right next door, but it hasn’t hurt business at all,” Anne says. “Had we not done our job well, we might have lost business. But we are known for our good color matches, customer service and knowledge, and we have the only paint stores in Louisville with designers on staff.”

The current Dages Hikes Point Paint operation consists of three paint stores that serve a customer base of both homeowners and professional contractors. Two of the retail locations also sell wallpaper, blinds and window treatments.

Life Changes

The company’s growth in recent years has taken routes the Dages didn’t expect, but owning a family business means that some life changes require operational changes. That reality has worked out for the good of Dages Hikes Point Paint.

In 2001, Anne had been working with her father, then-owner Russell Jr., for seven years when her life changed permanently.

Russell Jr. was talking about retirement and Anne was overseeing the day-to-day operations of the company’s single store in Germantown. Anne’s husband David Nutt was taking care of their toddler son at home and running a part-time side business.

Then some news stopped Anne and her father in their tracks. Anne was pregnant with twins.

Dages Paint Co. wasn’t capable of accommodating one owner’s retirement and another owner’s extended maternity leave all in one year. The staff was too small and no manager was waiting in the wings to take charge.

The family had to develop a new plan. Russell postponed his retirement. In addition, David joined the business for the first time. He learned as much as he could about Anne’s job so he could help her during her higher-risk pregnancy, cover for her maternity leave and allow her to ease back into her job after the arrival of the twins. They became a team like never before.

By the time their twin girls arrived, David had fallen in love with the Dages family paint company and was committed to helping Anne grow it.

“He has an artistic background and he’s very much a people person,” Anne says. “It was a perfect fit.”

Instead of returning to their prior roles when Anne finished her maternity leave, she and David shared two full-time jobs: managing the paint store and staying home with their three small children. They split the roles between the two of them until all three of their kids were going to school. Then they both focused their attention on the business full time.

Growing By 2

Anne and David already had growth plans in the works for Dages Paint Co. in 2016 when Anne got a call from Tony Forns, another independent paint retailer in Louisville.

“We were competitors, but we never treated each other like competitors,” Anne says. “He always teased me and said, ‘Are you going to buy this business when I retire?’”

Tony was calling to let Anne know he was ready to retire and wanted her to buy his two stores. The stores had been in business for nearly 50 years and outlived several other paint stores and all other wallpaper retail outlets in the Louisville area.

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Anne and David moved forward with remodeling their first store as planned, but also accepted the opportunity to grow even more. They decided David would stay at the Germantown store to manage the day-to-day operations and maintain the relationships they had built with customers.

Anne worked on the acquisition of the Hikes Point Paint & Wallpaper stores and collaborated closely with Tony on the transition in ownership. To retain both companies’ respected local brands, they renamed the stores Dages Hikes Point Paint & Wallpaper.

Tony stayed with the business for one year to help with the transition. The stability he provided helped Anne keep the staff intact, avoiding the loss of key employees at the Hikes Point stores for the first four years.

“He was very well known and established locally,” Anne says. “I couldn’t have bought from a better person. The transition really couldn’t have gone smoother.”

No Doubts

Anne’s goals for the company include continuing to grow sales and buying the real estate that houses the two Hikes Point Paint stores.

Owning the first store’s property has provided stability and an opportunity to build equity that have helped the Dages over the years, since landlords and rents have not impacted their ability to keep their store open.

“There have been times that things got tight and not having to pay rent was instrumental,” Anne says. She and David have brought their children to the store all of their lives, so their kids have grown up going to the family’s first store and have worked for the business at times. They know the business well and have shown interest in it, but all three are in college and have time to explore other interests. Who eventually will take over the family business is yet to be seen.

“I haven’t wanted to push it. I want them to do their own thing,” Anne says. “I did my own thing after college, and I came back to the business with new knowledge and never wondered if I should have tried something different. I didn’t have doubts about what I wanted to do.”

“I did my own thing after college, and I came back to the business with new knowledge and never wondered if I should have tried something different. I didn’t have doubts about what I wanted to do.”

—Anne Dages, Dages Hikes Point Paint & Wallpaper

By Lindsey Thompson

Fresh Air and Fresh Coats

Breathing New Life Into Outdoor Living Spaces This Spring

Spring brings a much-needed breath of fresh air for our bodies, minds and even our indoor and outdoor living spaces. The snow, ice and salt that comes with winter weather is hard on our outdoor living spaces and leads to damage and drabiness. Even if you live in a warm climate, sun, wind and general use can leave your outdoor spaces in need of sprucing. Painting or staining is one of the easiest ways your customers can refresh and update their outdoor spaces each year and can be an excellent way to boost your sales.

Prepping Customers for Prep Work

Before a customer can break out the brushes, they must prep the space. Remind them to clean the item or area they’re working on thoroughly, removing tree sap, winter salt, leaves, dirt, bird droppings and any other grime. Power-washing easily removes all types of residues or you could consider stocking deck and

Other Outdoor Spaces That Need a Refresh

It’s not just decks that need a yearly facelift. Here are some other outdoor living items that would benefit from yearly maintenance.

Playsets

wood cleaners made for these types of projects. If you stock cleaning supplies, incorporate these into displays with stains to emphasize the importance of cleaning and prep work. Wood fillers that correct damaged pieces, eliminate scuffs and fill in nicks are another easy add-on.

Asking the Right Questions

Most decks need to be stained every three to five years, sometimes more often if the deck receives a lot of direct sunlight or sees frequent foot traffic. When selling stain, ask your customers questions about where their deck is located and its exposure to the elements so that you can recommend the right product. Read through the label instructions with the customer so they understand the process and know the optimal outside temperature to stain. This is also a time when you can recommend add-ons like brushes, rollers or pans that work well with that product.

Your customers have probably been wishing they could tell their kids to “just go play outside” all winter, and now you have a chance to show them how. Playsets should be stained or sealed every year to prevent the wood from causing splinters and other injuries while kids play.

Fencing

Wood fences need a new coat of stain and sealer every two to three years to keep the wood from getting damaged and keep the fence looking new. Painted fences may need a fresh coat every year depending on how the paint weathers and wears.

Outdoor Furniture

From dog houses and Adirondack chairs to picnic tables and pool loungers, customers have other items that could benefit from a fresh coat of paint and sealer each year. Painting these types of items also lets customers play with color and update their outdoor decor schemes.

Fresh Coat

Change in Time How Retail Will Evolve in 2021

E-commerce platform Shopify recently unveiled its Future of Commerce 2021 report, highlighting bold predictions for where retail will go throughout 2021. The report combines insights from the company’s 1 million retailers across 11 countries. Discover some of the key takeaways from the report to guide your business through the year.

The future of shopping is in young hands.

According to Shopify, young shoppers are responsible for key trends shaping the industry, including 67 percent of young shoppers shifting more of their spending online since the COVID-19 pandemic began, compared to 54 percent of shoppers on average. Notably, younger customers are more likely to discover and shop via social media.

Contactless payments will gain traction.

According to Shopify’s data, 62 percent of customers are more comfortable finalizing in-store purchases with digital or contactless payments. In the U.S., the number of Shopify retailers using contactless payments grew 155 percent from the start of 2020.

Customers

will personalize.

More than half of shoppers who made purchases online in 2020 used standard shipping to receive those items, but many are also exploring alternative ways to acquire their purchases. More than 20 percent used curbside pickup, and 30 percent of consumers used curbside pickup or BOPIS for the first time in 2020. Nearly two-thirds say they are doing it more often during the pandemic.

Independent retailers retain an advantage.

Exactly half of Shopify consumers consider supporting independent businesses to be important. Onethird choose independents to support local entrepreneurship, and another 33 percent shop independents to find unique products.

Recognizing Young Retailers

What Past Honorees Say the Award Means to Them

This annual award program recognizes outstanding retailers age 35 or younger for their career accomplishments, community involvement and ongoing education within the industry. Honorees are selected from three categories: stores with less than $2 million in sales, stores with more than $2 million in sales and operations with multiple stores.

For 25 years, the Young Retailer of the Year program has highlighted the skills and successes of the next generation

Katie DeMaris OWNER

DeMaris Hardware St. Ansgar, Iowa

“Winning this award has helped to validate our decisions in opening DeMaris Hardware. While we still have a lot to learn about the hardware store and owning your own business, we’re especially honored to be among an elite few.”

of independent hardware and home improvement leaders (and now paint retailers). Hear from two of last year’s honorees below.

The deadline to submit nominations for the North American Hardware and Paint Association’s (NHPA) Young Retailer of the Year program is Feb. 28.

Sam Olson CO-OWNER & MANAGER

Buffalo Hardware Buffalo, South Dakota

“It was great to be honored as one of the Young Retailers of the Year. I am very proud of my entire team at Buffalo Hardware—they are the ones who made it possible to be recognized for something like this. The entire team takes great pride in the store receiving national recognition.”

NHPA would like to thank the program’s sponsors for their dedication to the independent channel. Thank you to Arrow Fastener, Epicor, Fluidmaster, Intertape Polymer Group (IPG), Midwest Fastener, MiTek and Pony Jorgensen.

Visit YourNHPA.org/yroty to hear from other 2020 honorees on what the award means to them.

Tune in to Podcast Episodes

Listeners of NHPA’s podcast series have much to look forward to with new episodes each month and special guests. Hosted by three NHPA staff members, each podcast highlights different topics and features a variety of guests, including key trends and challenges independent retailers take on; industry experts, wholesale executives and retailers; and retail stories straight from the source. Subscribe or listen to podcasts at YourNHPA.org/podcasts

Editorially Speaking

Episode 7 – Aubrey Smith

Melanie talks to NHPA senior designer Aubrey Smith about updates to the magazines and the association’s new approach to content development.

Episode 8 – Chuck Dailey

Learn about the ins and outs of beekeeping from master beekeeper Chuck Dailey and how retailers can support these dedicated hobbyists.

Taking Care of Business

Episode 32 – Stacy Mitchell

Stacy Mitchell of the Institute for Local Self Reliance talks about how support for small business can translate into action and what independent retailers can do.

Episode 33 – Jonathan Mize

Jonathan Mize, CEO and president of Blish-Mize Co., talks to Dan about the distributor’s 150th anniversary and adapting to business in a new era.

Tell Me More

Episode 24 – New Year, New Focus

Renee hosts her second solocast where she talks about her takeaways from 2020, her favorite past episodes and her podcast goals for the new year.

Episode 25 – Scott Wright

Renee talks to NHPA’s Scott Wright to discuss the Academy for Retail Development and the comprehensive training options NHPA offers.

Register to Attend NHPA Webinars

As part of NHPA’s mission to help independent retailers become better and more profitable, we have developed resources and education to help you grow. Each month in 2021, we’ll host live webinars with the latest industry information. Reserve your seat for upcoming live webinars or view past webinars at YourNHPA.org/webinars .

Upcoming Webinars

Project Management - Feb. 17 at 2 p.m.

In this webinar, Brian Landis will help leaders understand how they can manage change and what leadership skills they need to be successful.

Key Retail Metrics - March 17 at 2 p.m.

Key metrics are gaining prominence among high-performance retailers. Learn how to evaluate the success of your business by unlocking insight into employee productivity, marketing and more.

Past Webinars

2020 Market Measure - December

NHPA’s Dan Tratensek and The Farnsworth Group’s Jim Robisch discuss the factors impacting the industry’s performance in 2020 as part of NHPA’s 2020 Market Measure report.

Managing Through Personality Profiles - January

NHPA’s Kim Peffley talks with leadership from Northwest Hardware to learn about their experience implementing the Everything DiSC Personal Development personality assessments.

Incentivize Your Training

Training is mandatory for most jobs, and many retailers also understand that rewards, such as pay increases or public recognition, can be powerful incentives for employees to go above and beyond the standard expectations. NHPA offers retailers new ways to motivate employees to keep training.

Gamify Your Training

A new feature on NHPA’s learning management system (LMS) allows employees to earn virtual badges for each course they complete. As employees accumulate badges, they also accumulate points. Those points give them a ranking on a virtual leaderboard, allowing them to compare their progress to their co-workers as they square off in a friendly bout of competition. They will also be able to see how they stack up against other employees across the home improvement industry.

If you want another way of tracking employees’ training progress and want to post it in the store, NHPA also offers a printable leaderboard. This chart, which can be posted in the breakroom or any other prominent place, allows the entire staff to see who is progressing through the training. This poster is available in the Resources tab of NHPA’s LMS.

Tell Your Customers

As your team puts in the hard work of learning product knowledge and retail skills essentials, make sure customers know they can find expert advice at your business. The “Certified to Help” designation is available for retailers whose employees have successfully completed a rigorous training curriculum from NHPA. When you and your staff gain this recognition, you also get access to marketing materials that help promote your customer service.

The marketing materials include shelf talkers, posters, cash register decals, window clings and images that can be used on social media. They feature the message “Help is on the way. Our trained employees can answer your questions.” By displaying this signage in your store, you not only give customers added confidence in your customer service, but also give employees something to be proud of and recognize their hard work in training.

These resources are available to NHPA Premier Members. To learn about becoming a member, or to learn more about the “Certified to Help” designation, go to YourNHPA.org/membership

The Types That Bind Finish

Working well together in a business requires employees to learn and rely on each other’s strengths. The feature story on Page 36 shows how DiSC personality profiles can help guide those lessons.

After finding out how retailers have used DiSC assessments to improve their communications, the NHPA team members who worked together on the project turned the assessment internal. Based on what they already knew about each other’s personalities, it was obvious there would be differences. But discovering the details helped them understand how even similar people can be different and how that can impact communication in the workplace.

Our Personality Styles

INFLUENCE (I)

• Renee Changnon, Retail Engagement Specialist

• Katie McHone-Hones, Event Manager

• Aubrey Smith, Senior Designer

CONSCIENTIOUSNESS (C)

• Jesse Carleton, NHPA Training Manager & Editor

• Kate Klein, Profiles Editor

Similar But Not

As you can see, this group is a mix of two very distinct personality types. C’s tend to be private and averse to change, while i’s are more focused on group members’ feelings. But even people who are within the same segment have differences in their communication styles and preferences.

While Jesse and Kate are both C’s, Jesse is naturally more tactful than Kate, who at times can be overly blunt. On the other hand—and literally the opposite spectrum—i’s like Renee, Katie and Aubrey are all outgoing and consider other people’s feelings. But because Katie and Aubrey veer a little closer to the S (steadiness) segment, they are slightly more concerned with process and structure than Renee.

Working Together

To be successful on this project, it was important for Jesse and Kate to give Renee, Katie and Aubrey the chance to express their creativity and to be tactful in any constructive criticism. Renee, Katie and Aubrey needed to recognize that Jesse and Kate were focused on accuracy and need to be pushed to think outside the box every once in a while.