Paint & Decorating Retailer October 2021

Strike a Match

Why Stain Matching Is a Defining Service

Page 20

How Contactless Commerce

Sets Your Operation Apart

Page 34

5 Steps to Keep Your Equipment in Top Shape

Page 42

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

EDITORIAL, DESIGN & PRODUCTION

Melanie Moul Managing Editor mmoul@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

MARKETING & COMMUNICATIONS

Whitney Daulton Executive Director, Marketing & Communications

Julie Leinwand Corporate Communications Manager & Editor

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

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

ADVERTISING

Dan Simon Magazine Sales 800-737-0107 | dsimon@YourNHPA.org

COMING IN NOVEMBER

Building Your Bench

Establishing a strong group of leaders that can manage operations, make decisions and mentor other staff is challenging but necessary for the success of your business. Next month, meet retailers who are focused on building their bench of staff from key sales associates to managers to executives. Learn the systems they implemented to develop their teams and how they are preparing their businesses for growth over the next generation and beyond.

PAINT & DECORATING RETAILER

(ISSN 1096-6927): Published monthly except December by the North American Hardware and Paint Association, 1025 E. 54th St., 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 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, 2021.

OUR MISSION

The North American Hardware and Paint Association (NHPA) helps independent home improvement and paint and decorating retailers, regardless of affiliations, become better and more profitable retailers.

NHPA 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

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

EXECUTIVE VICE CHAIRMAN

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

DIRECTORS

Craig Bond, Tommy’s Paint Pot, Eugene, Oregon

David Dishke, Grand River Home Hardware, Caledonia, Ontario

Scott Jerousek, Farm and Home Hardware, Wellington, Ohio

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

Jackie Sacks, Round Top Mercantile Co., Round Top, Texas

SECRETARY-TREASURER

Bob Cutter, NHPA President & 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

Making the Match

Paint matching has become a must-have offering for most retailers, but stain matching services are harder to find. Discover how two paint retailers took this rare service that requires years of practice to perfect and used it to bring in

customers and boost sales in other areas of the

how Chad Ayers, owner of Allendale True Value, bolstered his contactless commerce offerings with e-commerce solutions that are still grounded in

NEWS, PRODUCTS & TRENDS

Get the Latest Updates

Access the following resources plus the latest industry news and exclusive content at PDRmag.com/october

Find More Online

OPERATIONS

Machine Maintenance

Mixing and tinting machines require daily care and regular preventative maintenance. Check out a list of maintenance tasks and who is best suited to complete them.

OPERATIONS

Making Contact

As COVID-19 disrupted retail, contactless commerce emerged as a safe alternative to in-store shopping. On Page 34, read how Chad Ayers, owner of Allendale True Value, refined his contactless offerings and head online to learn more about the new pillar of retail.

5 Tips to Better Service

Use this guide to learn how you can streamline contactless commerce at your business to connect customers with products more easily and efficiently.

Contactless Technology

Watch a video from Epicor to learn how you can use new technology to improve your contactless commerce potential.

CATEGORY

What’s Hot in Staining

Learn the latest trends in stain and what your customers are looking for in stain colors and finishes. Plus, learn about stain-matching services.

EVENTS

NHS Committed to Safety

The National Hardware Show detailed how it will keep all attendees safe during this year’s event in Las Vegas. Learn more about their plans and register to attend now.

One Step Closer to Normal

Those of us who are old enough to remember FM radio can likely recall the words to the Joni Mitchell hit “Big Yellow Taxi” (or yes, even the Counting Crows version). There’s that line, “Don’t it always seem to go that you don’t know what you’ve got ‘til it’s gone?”

A catchy tune for sure, but there is so much truth in those words. For the past quarter-century, I have attended the National Hardware Show every year. For about the first 10 to 12 years, the arrival of the show marked the end of summer and a trip to Chicago. More recently, the show came to represent the midway point in the year and another trip to Las Vegas.

I will admit that there were plenty of times that I couldn’t have imagined I might actually miss being at the show. Then, last year, we didn’t have one.

So, in the spirit of “Big Yellow Taxi,” I want to share why I think it’s so meaningful that the National Hardware Show is back and why it’s an industry milestone.

The National Hardware Show represents the one event each year where manufacturers, retailers and distributors—the whole industry—are all together. Having this neutral ground is a fantastic resource, especially now, when we are all trying to figure out what happened over the last 18 months and what lies ahead.

“We have the chance to share our experiences, explore products, listen to speakers and focus on the future.”

Right now, more than ever, it’s important to share ideas and experiences. I can’t tell you how many times I have heard members of our industry on video calls say, “I can’t wait until things are back to normal and we can get together again face to face.” The truth is, “normal” might be very different now than it was 18 months ago, and if we are all waiting until our daily lives return to the way they were pre-COVID, we might not be able to move forward.

So for me, the return of the National Hardware Show not only represents a milestone in our industry’s path back to normal, but also a great opportunity to embrace what lies ahead. In just a few weeks, we have the chance to share our experiences, explore products, listen to speakers and focus on the future. Let’s take advantage of this opportunity.

The National Hardware Show, together with the NHPA All-Industry Conference, will take place Oct. 21-23 in Las Vegas. And yes, the show might look a little different this year (just like when we got to go back to baseball games or dine in restaurants). But the important thing is that, after nearly 18 months without an all-industry event, our show is back and we need to support it.

Turn to Page 26 and then visit YourNHPA.org/conference to get all the details about this year’s event.

Dan M. Tratensek Chief Operations Officer & Publisher

Share Your Stories

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

Rotating Display

Artist Partnership Is Mutually Beneficial

The rotating art on display at Harrison Paint Co. in Shreveport, Louisiana, is for sale.

The business recently started partnering with artist David Dailey, who creates art pieces using latex paint more typically used for walls in homes and businesses rather than painting with acrylics from art stores. Harrison Paint co-owner Bridget Hamm got to know Dailey because he is a longtime customer. However, she didn’t know much about his work until she spotted his paintings in a Facebook group encouraging locals to support Louisiana artists by buying their art.

Hamm spoke to Dailey about potentially displaying his artwork in one of her company’s four stores. Dailey could display and sell paintings from the store while allowing Hamm to show off beautiful uses for her store’s paint.

“He was thrilled and we just went forward from there,” Hamm says.

Dailey hung up a few of his paintings and agreed to rotate the artwork in and out, depending on what sells. Hamm hopes the attention Dailey’s work gets at the store will result in him not only selling paintings but also getting hired for commissions.

She enjoys supporting the arts in her area and also appreciates the beauty Dailey’s art brings to the store.

“I love the paintings. I love having color up on the walls,” Hamm says.

Displaying unique uses for the products Harrison Paints sells is helpful for the store, as well, because it provides inspiration for customers and ways to use paint they may not have thought of before.

“I really like it when people come into the store and see how other people do the application. It’s a new dynamic,” Hamm says. “Everybody says, ‘Oh, wow! Look at that!’ When you can show them, it’s more impactful.”

2021 Cost of Doing Business Study

Visit YourNHPA.org/codb to purchase a copy of the 2021 Cost of Doing Business Study and see how your operation compares to your peers.

Tools for Your Business

2021 COST OF DOING BUSINESS STUDY NOW AVAILABLE

FOR MORE THAN A CENTURY,

the North American Hardware and Paint Association (NHPA) has collected information from independent home improvement retailers for the Cost of Doing Business Study. Each year, this financial benchmarking tool helps retailers understand how their businesses compare financially to high-profit and typical operations so they can make informed decisions and strategize for their financial future and success.

This year, 1,115 independent home improvement stores participated in the study—a 6.1 percent increase from the prior year. The data is segmented for hardware stores, home centers, LBM outlets and paint and decorating outlets. In each segment, data is presented for a typical store, high-profit store, single-unit and multiple-unit companies and for sales volume categories. Also included is a five-year historical trend for typical stores in each segment except paint.

The complete 2021 Cost of Doing Business Study is now available to purchase. Retailers who participated in the study will receive an electronic version with a personalized financial analysis.

“From a business perspective, record sales led to record profits during the pandemic, but the data also revealed how much supply chain issues affected inventory and how much more effort owners and employees put in to achieve those results.”

David Gowan, NHPA chief financial officer and executive vice president of business services

Are You Ready to Get Started With the NHPA Retail Marketplace?

Visit YourNHPA.org/marketplace to connect with buyers and sellers of independent home improvement stores.

“While I’ve had a number of sellers reach out and inquire about the Retail Marketplace, the surprising response has been from the number of buyers who have contacted me. All of them are excited to see the opportunities that will become available in one place. The response from the buying community demonstrates that if a retailer is considering selling their store, now is the time and the NHPA Retail Marketplace is a good place to start.”

David Gowan, NHPA chief financial officer and executive vice president

of business services

ASSOCIATION

NHPA All-lndustry Conference

Register for the NHPA All-Industry Conference at YourNHPA.org/conference

Connect With Us

Follow NHPA social media accounts to stay updated on conference details.

DO YOU LIKE STAYING in the know?

Follow NHPA on social media for the latest announcements and information related to the NHPA All-Industry Conference, held in Las Vegas on Oct. 21-23.

Ahead of the conference, we’ll share the latest updates, including speaker and panel announcements. And during the conference, we will post announcements along with live coverage of the conference and National Hardware Show.

Read more about the conference in the preview story on Page 26, and follow us on social media.

EDUCATION

Explore Our Education Platform

Visit YourNHPA.org/academy for more information on NHPA’s educational offerings.

A Primer on Paint Sales

Visit YourNHPA.org/membership to learn more about Premier Membership training courses.

In September, NHPA launched a new training program designed to give employees the basic skills they need to be successful in the paint and decorating category. For many retailers, paint draws both DIY and contractor customers. The new online course, Basic Paint Sales, teaches employees fundamental sales skills and category knowledge.

NHPA developed the program in conjunction with JC Licht, a multi-store paint and decorating operation in the Greater Chicago area.

“We would like to thank JC Licht for generously sharing their experience of running a successful paint and decorating business to help us create this course,” says NHPA training manager and editor

Jesse Carleton. “Retailers now have a resource for developing strong selling skills in their employees who are focused on paint sales.”

After completing the Basic Paint Sales course, employees who wish to continue on to more advanced knowledge can take NHPA’s advanced courses in paint: Coatings Specialist and Paint Customer Service Specialist. These courses provide more in-depth knowledge into paint-specific products and selling skills.

Basic Paint Sales, Coatings Specialist and Paint Customer Service Specialist are all available to NHPA Premier Members. To learn more about how to become a Premier Member, visit YourNHPA.org/membership.

Course Content

Basic Paint Sales addresses basic retail topics for new employees. Here are the modules and topics addressed in the course:

Selling Color

Learn how to help a customer choose a color in the store, how to take an order for tinted paint and how to match color.

Selling Skills

Understand the sales process, starting with relationship building, identifying a customer’s needs and helping them find the right product.

Home Fashions and Services

This module covers basic best practices for how to sell some of the common services often connected to a paint and decorating category.

Store Safety

Learn safety practices, including dealing with hazardous materials, emergency preparedness and facilities maintenance.

Merchandising and Maintenance

In this module, learn how to maintain effective merchandising and all about common displays and promotional merchandising.

View NHPA’s library of upcoming and past webinars at YourNHPA.org/webinars

COVID-19 pushed every independent operator to reassess how technology could strengthen and streamline their operations. From curbside pickup to further investing in e-commerce, retailers found new ways to use retail innovation to reach customers. In this webinar on contactless commerce, sponsored by Epicor, learn what the future looks like for retail technology and how your business can use tech to take new steps forward.

WOOD STAINS THAT DELIVER

INDUSTRY EVENTS

Discover More Products

For more information about the show and how you can find new opportunities to differentiate your business for the coming year, visit nationalhardwareshow.com

Hot Product Preview

MORE PRODUCTS TO BOOST YOUR END-OF-YEAR INVENTORY

Despite the ongoing challenges of the last 18 months, manufacturers have forged ahead working on new innovations. Consumers and retailers alike have adapted to changing market conditions and new ways to shop and find the products they need. As winter approaches, now is the time to plan for the buying season.

Paint & Decorating Retailer’s Hot Product Preview brings some of the latest product updates to independent retailers. On the following pages, see the latest offerings

from trusted manufacturers across the channel who have supported this publication through advertising. From your core coatings and sundries to those unique differentiators, these products can give your operation the boost it needs to make this uncertain season the best it can be for your business.

This is just the beginning of product research opportunities this fall. See many of these manufacturers and more at the National Hardware Show Oct. 21-23 in Las Vegas.

WATERBORNE ACRYLIC URETHANE

BENJAMIN MOORE | benjaminmoore.com

COMMAND® is the durable, single-component, multi-substrate solution to help you save time and tackle multiple jobs with speed and confidence. This interior/exterior, UV-resistant acrylic urethane enamel provides superior adhesion and abrasion resistance on a variety of substrates and is ideal for facility maintenance and property management applications where minimal maintenance disruptions and quick returns to service are required.

RUST PREVENTATIVE

RUST PATROL | rust-patrol.com

Are your customers tired of fighting rust? Recommend Rust Patrol® in a heavy-duty, 7 oz. aerosol can. Place this 12-pack countertop displays on the shelf or at the checkout counte The new header is informative and highlights the things Rust Patrol® does best—Protects, Penetrates, Lubricates and Repels Water. Also available in Multi-Purpose and Lubricating Oil. counter.

MICROFIBER RAGS

TRIMACO | trimaco.com

Trimaco’s shammy style Wonder Rags® are made of a unique microfiber material that is great for removing paint spills and splatters from surfaces. The streak-free and lint-free wipers are ideal for polishing and cleaning all surfaces. Wonder Rags® are pre-washed for softness and absorbency. They’re highly absorbent plus washable and reusable. Wonder Rags® are consistent in size—every wiper is 14 inches x 17 inches. Available in 25-pack and 50-pack dispenser boxes. They are made in the U.S.

UNIVERSAL PRIMER

Visit YourNHPA.org/subscribe to be sure you’re on the list for the Paint & Decorating Retailer News & Product Trends newsletter. U FI Fi Pr fo m be orsoetbo ses, cleaned and lightly sanded. This primer is intended for both interior and exterior applications. EUROLUX Universal Primer provides an ideal foundation for all Fine Paints of Europe waterborne and solvent borne paints, including ECO. EUROLUX Universal Primer may be tinted to any color.

FAST DRY STAIN

OLD MASTERS | myoldmasters.com

Old Masters Fast Dry Stain is a high quality, interior oil-based stain that applies easily and enhances the wood’s natural grain with its intensified depth of color and clarity. Its rapid 30 minute dry time and superior performance allow projects to be top coated more quickly, granting a more efficient turnaround. The stain may be brushed, sprayed or wiped onto the surface and is preferred for hardwoods such as oak, ash, walnut and mahogany. Experience optimal results on all interior wood surfaces such as cabinets, doors, floors, furniture and woodwork.

FINE PAINTS OF EUROPE | finepaintsofeurope.com

Fine Paints of Europe EUROLUX Universal Primer is a fast-drying, waterborne primer for use on sheetrock, wood, aluminum and masonry. EUROLUX Universal Primer may also be used on previously painted waterborne or solvent borne finishes, which have been

MICROFIBER ROLLER COVER

PRO ROLLER CO. proroller.com or info@proroller.com

Pro Roller’s Microfiber roller covers are shed-resistant and provide a smooth, uniform finish when rolling in either direction. High density microfiber provides maximum pick-up and release. They provide excellent coverage, are suitable for use with all paints and are available in 4-inch, 9-inch, 14-inch and 18-inch lengths and ⅜ inch, ½ inch and ¾ inch naps.

WATERBORNE ACRYLIC ENAMEL

PPG | ppgpaints.com

PPG Break-Through!® is an ultra-durable waterborne acrylic enamel with excellent flow and leveling, outstanding early block resistance and very fast drying time. It can be used for interior or exterior applications on both horizontal and vertical surfaces. It is ideal for use on doors, windows, trim and cabinetry; shelving, fixtures, railings, concrete floors and safety markings, in residential, commercial and institutional settings. The paint offers excellent adhesion to difficult substrates, including fiberglass, ceramic tile, laminate and architectural plastics and endures extreme bends and deformation without cracking or peeling.

CUSTOMER LOYALTY PROGRAM

C AM

eR dSmartphone App

REWARDS | Customer Loyalty Rewards Smartphone

Loyalty Rewards Programs are No. 1 for customer retention and strong relationships. With

Loy r customer retention and building strong relationships With an easy, one-time setup, customers will want to shop more, more often. Incentivized texts—such as discounts, special offers and promotions—motivate customers to earn rewards when they shop with you, ensuring you will be the first one they call or shop. Customers receive a statement every week. Wholesale customers receive one every month. You’ll boost customer trust in your business with a money-saving loyalty program, and your customers will feel valued and appreciated.

Accent Paint Store’s employees learned the art of stain matching under the guidance and experience of store owner Ted Pretasky

A PERFECT MATCH

OFFERING STAIN-MATCHING SERVICES TO BOOST SALES

By Lindsey Thompson

Thanks to technology, paint matching has become a crucial part of providing full service at paint stores and gives customers the ability to match paint colors from nearly any object. When it comes to stains, however, matching colors is still more an art form than an exact science, and stain matchers spend years honing their crafts.

For insights into this specialized and rare service, Paint & Decorating Retailer spoke with two paint retailers who offer stain matching. Discover their best practices for offering stain matching services to bring in new customers and differentiate themselves from the competition.

Staying on Trend

Offering a Rare Service

For Ted Pretasky, the stain matching services came before the store. In 2001, he opened Accent Finishing out of his garage in rural Eau Claire, Wisconsin, and offered painting, prefinishing and refinishing services for doors, cabinets, beds and other items.

He also offered a relatively rare service for customers: stain matching. Pretasky started by using an outside company for all his stain matching, but the process took almost two weeks and the end result wasn’t perfect.

He realized that as the business grew, so did the need for a refined stain matching process.

For bonus ideas on improving your specialty paint category and keeping your inventory fresh and up-to-date, visit PDRmag.com/specialty-paint

THE RIGHT HUE

Accent Paint Store creates custom stain colors that match any customer’s staining project.

Pretasky began learning the art of stain matching himself and became proficient enough to bring all the company’s stain matching services in house.

“We wanted to be better as Accent Finishing, and the one way we could achieve that was by bringing stain matching in house and handling it ourselves,” Pretasky says.

Word caught on in the area about Pretasky’s stain matching, which brought in more customers, including clients who were looking to purchase other supplies. To accommodate these new customers, Accent Paint Store opened in 2007, offering paints, stains and sundries, with stain matching as the main draw.

“The two businesses perfectly complement each other,” Pretasky says. “At the paint store, there’s always a professional on hand to show customers the products they need and provide tips for their project. But if they don’t want to tackle a project themselves, we have Accent Finishing that can do it for them.”

Simplify Staining

Discover four reasons to sell your customers on water-based stains at PDRmag.com/water-based.

The Art of Matching

Pretasky started his career as a painter in Minneapolis and taught himself how to match stain colors. He did all the stain matching at Accent Paint himself for the first five years and then passed the torch to other staff members, who he says have surpassed him in their abilities to match stain.

“Stain matching is one of those skills you have to learn as you go, and you get better and better the more you do it,” he says. “Matching stain is nothing like matching paint pigments; it’s an art form. You need to have an eye and a talent to match stain because it’s so finicky.”

At Accent Paint Store, employees mix custom stains in small batches to achieve a better match, but batches can be made as small or as large as a customer needs. Along with custom stain matching, the store has over 190 premade colors customers can choose from.

Once they provide a customer with a perfectly matched stain, Pretasky and his staff direct them to

“Stain matching is one of those skills you have to learn as you go, and you get better and better the more you do it.”

Ted Pretasky, Accent Paint Store

the right tools to finish the job, which boosts overall sales and transaction sizes.

“You’re not saving any money by skimping on a brush or tool because they make your job easier and provide higher-quality results; that’s why we carry a good line of oil- and water-based brushes for the stains and other products like wood filler,” Pretasky says. “We carry the products I used and trusted when I was a painter. Our customers appreciate that we have all the supplies they need for the job.”

Tapping Into Stain Trends

Just like paint color trends come and go, stain colors also ebb and flow depending on what’s hot in interior design. Check out some of the latest trends in stains.

Earth-friendly options

Several stain manufacturers now make low-VOC stains with fewer fumes and organic stains made from food-grade and natural materials.

Natural colors

Gray tones are still popular but are starting to be replaced by natural stain tones, like light oak, that bring out the natural grain in wood products.

Water-based stains

Easier to clean than oil-based stains, water-based stains dry faster and provide a softer end color because the stain doesn’t penetrate wood as much as oil-based versions.

Source: American Coatings Association, Trends in Interior Wood Coatings

Pretasky admits that stain matching requires time and effort, but for Accent Paint, offering that service is worth it.

“Stain matching is a difficult art to learn and master, but having stain matching at our store has brought in customers we wouldn’t have seen before,” Pretasky says. “Those customers now rely on us for more than stain; they come to us for primer, paint and accessories.”

Setting Customer Expectations

For over 50 years, Clark Paint Factory has been offering stain matching services to the residents of West Springfield, Massachusetts. When he was just 18 years old, president Andy Raker started with the company and took over the stain matching, learning the craft as he worked and honing his skills with years of experience and practice. Clark Paint also employs another staff member who also does stain matching and learned the process under Raker’s guidance.

Raker has seen how the craft has evolved over the years, with more dyes and pigments available to create wider arrays of colors. No matter how stain matching changes, Raker says it’s still a skilled discipline, a mix of art and science.

“You can’t use a computer to create the color combinations like you can with paint. It’s all done by eye,” Raker says. “You just have to keep doing it. You get better and better as you go and start to understand how the different pigments interact with different types of wood and what color combinations work best to achieve different colors.”

When offering stain matching, it’s important to be transparent with customers on the process and the timing. At Clark Paint, stain matching jobs take a minimum of three hours, and most take a day or more.

“Stain matching is a process. You have to continue to add pigment as you go until you reach the right color and then add the clear coat the customer will be using to be sure the color matches through the whole process,” Raker says. “We express to our customers that our attention to detail, which sometimes takes extra time, will give them the excellent quality match they want.”

For the best match, the process also requires the customer to provide a piece of wood with the stain they want to match and a piece of the raw wood they will be staining.

EYE FOR COLOR

Andy Raker, owner of Clark Paint Factory, continues to hone his craft of stain matching.

“Different types of wood take stain differently, so it’s best to have the exact type of wood a customer will be staining,” Raker says.

The company services local contractors and cabinetmakers, providing custom-made and matched stain colors. Raker says they also see many renovators coming in for stain matching who need to match old floors or cabinets. Word-of-mouth brings in new customers, and Raker says the store promotes its stain matching services on its website.

“A lot of people don’t realize that stain matching can save them money,” Raker says. “A good match allows you to simply touch up a particular area rather than repainting an entire room or wall.”

Like Pretasky at Accent Paint, Raker understands that stain matching is an investment of both time and money. But at Clark Paint, that investment has paid off, making them the go-to business for paint and solidifying the company as experts in the industry.

“We pride ourselves on being paint specialists and stain matching is part of our expertise,” Raker says. “People come from all over New England for our stain matching. Our current customers rely on us to offer that service and it also has led to consistently bringing in new customers.”

Working Together to Change the Industry

Join Us at the NHPA All-Industry Conference Oct. 21-23 in Las Vegas

From navigating supply chain challenges and managing employee safety and morale to celebrating record sales and adapting to new consumer demands, you’ve persevered through extraordinary times. The challenges and successes independent home improvement retailers have seen over the last 18 months require innovative strategies from throughout the channel. It’s been nearly two years since the industry as a whole has had an opportunity to come together.

That chance returns Oct. 21-23 in Las Vegas with the NHPA All-Industry Conference held in conjunction with the National Hardware Show (NHS). This year’s

conference—featuring the theme “Navigating a Changing Industry”—is made for cultivating conversations with all industry partners, from retailers and wholesale representatives to manufacturers and vendors.

This event is key to getting a fresh start on product research, networking with your peers and discovering new opportunities to continue growing your operation in 2022.

On the following pages, see the lineup of speakers who will take the stage at the NHPA All-Industry Conference and gain insights into what the National Hardware Show offers the independent channel. Learn more about both events at YourNHPA.org/conference.

This year’s conference—featuring the theme “Navigating a Changing Industry”— is made for cultivating conversations with all industry partners.

Industry Partnerships

The NHPA All-Industry Conference is held in conjunction with the National Hardware Show, giving retailers a comprehensive experience. Learn more and register at nationalhardwareshow.com

Inside the Show

Who’s Who

See what’s happening at the National Hardware Show with new products and experiences. Take this opportunity to reconnect with vendors and peers.

See a show floor diagram at nationalhardwareshow.com

From leadership and sustainability to the latest industry data and trends, don’t miss out on speakers and panel presentations that will inspire and empower.

See the full presentation schedule with keynote speakers and more on Page 32.

Industry Expert

Read the Q&A with conference speaker and industry analyst Grant Farnsworth.

Plan to attend Grant’s presentation on Friday, Oct. 22.

Top Guns

Meet the 2021 NHPA Top Guns, three innovative, high-achieving retailers who are strategically leading their operations and making investments in their teams.

Plan to attend the session at 11 a.m. on Oct. 22.

NHPA All-Industry Conference

The NHPA All-Industry Conference is the only industry event that brings together independent retailers, regardless of affiliation, and combines education, networking and product discovery. Get the details for keynotes, presenters, panel discussions and award programs that are part of this year’s conference. When you register for the National Hardware Show, you can attend the conference for free. Visit nationalhardwareshow.com to register.

NHS Connects

Find everything you need in the year-round digital home of the National Hardware Show, NHS Connects. Head to nhsconnects.balluun.com to start connecting before you hit the show floor.

Connect & Discover National Hardware Show

The floor at the National Hardware Show is a place to explore new products, reconnect with vendors and your peers and to discover innovations that can improve your business. This year, alongside the core categories that are integral to any home improvement operation, you’ll find new spaces to investigate. Whether you’re focused on broadening your niches or you want to learn more about trends across all paint and sundries products, the National Hardware Show is ready to deliver.

Get a preview of what’s new here and head to nationalhardwareshow.com for additional insights and to register to attend the industry’s most comprehensive trade show.

NHS BACKYARD

Attendees and exhibitors alike can make the most of the weather with a redesigned outdoor experience showcasing outdoor cooking and living. Hear from industry influencers on the NHS Backyard stage while sampling food from vendors and exploring the latest trends in this fast-growing and compelling category.

HABITAT is a new platform that aims to explore the new ideas and technologies that are impacting our definition of the home and how we live. Explore this space online and at the show, with inspiring content, groundbreaking product displays and actionable insights.

Keynotes & Featured Speakers

NHPA has worked to find speakers and panelists who will share actionable insights and industry ideas that you can take home to your business. See the conference schedule on Page 32 to make a plan to attend this year’s keynotes, presentations and retailer panels.

Alex Genov

Head of Customer Experience Research, Zappos

Alex applies his experimental social psychology background and his passion for research, design and innovation to solving important customer and business problems. His goal is to help teams create products and services that make people’s lives easier and more enjoyable.

Grant Farnsworth

President, The Farnsworth Group

Grant is president of The Farnsworth Group, a research organization that conducts customized research exclusively for the building products and home improvement industry.

Dave Rosenberg

Tactical Leadership Expert, Author

Dave is a veteran who flew the Navy’s first mission of Operation Desert Shield by accident. He operated multiple companies before starting Locked On Leadership, a consulting firm specializing in developing self-directed, high-performance teams.

Josh Prigge

Consultant, Sustridge Consulting

Josh is a sustainability consultant, professor, published author and public speaker with more than 11 years of experience managing sustainability programs and initiatives for large organizations.

Bill Darcy

CEO, National Kitchen and Bath Association

Bill joined the National Kitchen and Bath Association in 2006 as manager of marketing partnerships, and he quickly rose through the ranks to his current position as CEO. He has orchestrated many industry collaborations, including one with NAHB.

Rich Benninghoff

President and CEO, Malco Products

Rich has 22 years of business leadership experience with engineered products and solutions in the industrial and commercial markets. He has a degree from Dickinson College.

Jake Wilson

Jake Wilson has been with Wilco for over 20 years and leads its online efforts, in addition to marketing activities for Wilco’s 24 retail stores. Director of Marketing & E-Commerce, Wilco

More From Farnsworth

Ahead of the NHPA All-Industry Conference, get insights from Grant Farnsworth on a recent episode of the “Taking Care of Business” podcast. Head to YourNHPA.org/tcb-pod and listen to Episode 36.

Grant Farnsworth INTRODUCING

INSIGHTS FROM AN NHPA ALL-INDUSTRY CONFERENCE SPEAKER

Conference speaker Grant Farnsworth is president of The Farnsworth Group, a research organization that conducts customized research exclusively for the building products, home improvement and lawn and ranch industries by providing strategic insights that help companies better understand their customer, product, brand and overall market. For over 15 years, Farnsworth has consulted on qualitative and quantitative research for a variety of manufacturers, retailers and associations, ranging from Fortune 100 firms to start-ups. He continues to gain industry knowledge through efforts with organizations like Harvard’s Joint Center for Housing and the Home Improvement Research Institute (HIRI).

PRESENTATION

The New Paradigm for Home Improvement

Speakers

Grant Farnsworth, The Farnsworth Group & Dan Tratensek, NHPA

This presentation will touch on all the pressing questions facing the home improvement industry in the wake of the last 18 months: How are retailers responding to changing consumer demands? How has the pandemic impacted pro buying habits? What do the next 18 months look like for the industry?

Q&A

What have you missed most about live events that you’re looking forward to experiencing again at the NHPA All-Industry Conference and National Hardware Show?

Seeing colleagues and feeling the energy of a show. The amount and type of attendees are a great visual representation of the activity in our industry. Also, seeing what companies are evolving and innovating through their product, brand and customer efforts.

What’s one thing retailers will take away from your presentation that can change the way they see their business?

The undeniable fact that customers are gaining control—and the sooner manufacturers and suppliers understand what they want, where they want it and how they want it—the more successful their organization will be.

What’s a misconception you often hear about trends in the home improvement industry?

That DIY is dead. It’s not true. Current home buyers may have been delayed entering the market, but DIY is alive and well.

What is something you know now that you wish you knew when you started your career? There is always going to be a new competitor, there is always going to be something that threatens and there will always be something that challenges—but that should not cause a kneejerk reaction. A change in direction must be for a thorough and thought-out reason.

What’s a home improvement tip that you had to learn the hard way?

Be prepared to redo your work if you want it to be done right.

More From the Top Guns

Head to YourNHPA.org/subscribe to be the first to get the full story from this year’s Top Guns in the November issue of Paint & Decorating Retailer

THE INDUSTRY’S

TOP GUNS

Mike Brackin

PRESIDENT

HomCo Lumber & Hardware Flagstaff, Arizona

Having grown up in the industry, Mike Brackin knew he would work in the company his father started in the early 1970s. Over the last 45 years, his goal has been to show everyone who works for HomCo Lumber & Hardware that they are a crucial part of the operation’s success. With a strategic vision dedicated to customer service, integrity and innovation, the company has developed a key position in its market serving a variety of retail, industry and commercial customers.

Ian McNaughton

OWNER

Gravenhurst Home Hardware, Parry Sound Home Hardware & Bancroft Home Hardware Ontario, Canada

Following a career in corporate marketing, Ian McNaughton opened his first hardware store in 2011 and his second location in 2015. He is a champion of social media marketing and is well versed in both internal and external strategic communication planning. His operations have been recognized for their commitment to community engagement and service, receiving the 12th annual Paul Straus Public Relations Award from Home Hardware Stores Ltd. in 2013 and the Proud of My Home Award for Best Home Hardware Store Over 6,000 Sq. Ft. in 2020.

Greg Templeman

PRESIDENT

Sunpro Utah & Idaho

A chance meeting at his daughter’s soccer game led Greg Templeman to an opportunity he couldn’t pass by. Sunpro is a family-owned and -operated business that started in Utah in 1938. It has since grown to 16 locations in Utah and Idaho and is the top lumber and building materials supplier in its trading area. Templeman says the company’s commitment to people—employees and customers alike—has helped it maintain and grow its reputation over the last 80 years.

21

Thursday CONNECTIONS & LEADERSHIP

9:00 A.M. - 9:45 A.M. PANEL

Young Retailer Insights: The Future of Retail

Moderator: Scott Wright, NHPA

Panelists: Robin Smith, Petersburg Hardware; Cody Goeppner, Bleyhl Co-op; Jonathan South, Teghtmeyer Ace

On this panel, hear from NHPA Young Retailer of the Year honorees who have led their operations through a demanding time. They will discuss how their businesses evolved over the last 18 months to better serve customer needs and how they see the pandemic impacting retail well into the future.

10:00 A.M. - 10:45 A.M. KEYNOTE

Locked on Leadership: The Secret to Self-Directed Teams

Speaker: Dave Rosenberg, Founder, Locked On Leadership

You dread looking for your next hire. You do your best to interview and select the best candidate for the position. Then you hope the person who showed up at the interview is the same one that shows up at work, only to be disappointed once again. You’re dealing with a complex employment market and you can’t seem to attract the talent you need or hold on to the talent you have, limiting your ability to grow and thrive. The good news is that it’s not you or them. It is the framework in which you and your team perform. In this presentation, access the right tools, gain laser focus and learn the proper rules of engagement to transform your team into a high-performance, self-directed team everyone wants to be part of.

11:00 A.M. - 11:45 A.M. PANEL

A Supplier’s Perspective

Moderator: Dan Tratensek, NHPA

Panelists: Les Burch, Sashco; Paul Green, True Value Co.; Geff Lynch, Lancaster

During this panel we will hear from industry-leading manufacturers and distributors who discuss how the channel has reacted to the stressors of the last 18 months and provide insights into where the supply chain might be headed as we move into 2022.

STAGE SPONSOR

Thanks to the continued support of National Hardware Show vendors and sponsors.

1:00 P.M. - 1:45 P.M. Top-Down Sustainability

Speaker: Josh Prigge, Sustridge Consulting

In this presentation, learn what companies can accomplish with sustainability policies and where to start. Discover how you can create a comprehensive approach that is built into your business strategy, from employee engagement to consumer buy-in. Learn why taking a sustainable approach is good for business and how it can deliver value for your operation.

2:00 P.M. - 2:45 P.M.

Look Good, Feel Good, Do Good: Taking Care of People & Business

Speaker: Rich Benninghoff, President and CEO, Malco Products, SBC

Encouraging creativity and collaboration, supporting wellness and giving back to the community are essential to creating a thriving work culture where employees feel motivated to contribute to a company’s growth and success because they are proud to work there. As a 100 percent employee-owned business, Malco Products’ core company values and business performance are driven by its greatest asset: its people. Benninghoff will discuss the company’s “Look Good, Feel Good, Do Good” campaign and how investing in the company’s interior workspaces and process equipment, external appearance and the local community helps improve employee morale and performance, while encouraging them to take pride in their work and workplace.

22

Friday STRATEGY & TRENDS

9:00 A.M. - 9:45 A.M.

The New Paradigm for Home Improvement

Speakers: Dan Tratensek, NHPA and Grant Farnsworth, The Farnsworth Group

In this presentation, learn how pros’ buying habits changed during the pandemic and how this information can help you make strategic decisions for your business. This presentation will touch on the pressing questions facing the home improvement industry today. How are retailers responding to changing consumer demands? How has the pandemic impacted pro buying habits? What do the next 18 months look like for the industry?

10:00 A.M. - 10:45 A.M. KEYNOTE

The New Normal for Kitchen and Bath

Speaker: Bill Darcy, CEO, National Kitchen and Bath Association

The pandemic has sped up the rate of change to almost lightning speed. Companies are now three times more likely to conduct 80 percent of their business digitally. And consumers? They want to change their homes to accommodate the new “normal,” with kitchen and bath being the top two choices for home improvements. In this presentation, Darcy will discuss these shifts and how they will dramatically impact the kitchen and bath industry— and your business—over the next several years.

11:00 A.M. - 11:45 A.M. AWARDS

Moderator: Melanie Moul, NHPA

Panelists: Mike Brackin, HomCo Lumber & Hardware; Ian McNaughton, Gravenhurst Home Hardware; Greg Templeman, Sunpro

The NHPA Top Gun Awards recognize retailers who are pillars of innovation, commitment and passion for the independent home improvement channel. The retailers honored in this program have helped grow their operations through strategic leadership with consideration for their communities and their teams. Learn how these retailers plan for continued growth and are paving the way for future leaders.

1:00 P.M. - 1:45 P.M.

E-Commerce: What I Wish I Knew Then

Presenter: Jake Wilson, Director of Marketing and E-Commerce, Wilco

This presentation will help you avoid firsthand mistakes as Jake Wilson, director of marketing and e-commerce at Wilco, discusses the company’s journey from a few dozen to thousands of online orders. From building the website to order-pulling operations and handling the curveballs you get serving customers through a computer versus over the counter, follow all the excitement and chaos rapid online growth creates. This presentation reviews what Wilson wishes he knew years ago as he shares the successes and failures he came across in an effort to better his business.

2:00 P.M. - 2:45 P.M. KEYNOTE

Focus on the Customer and the Employees as a Person

Speaker: Alex Genov, Head of Customer Experience Research, Zappos

This presentation will introduce a new way of thinking about how companies approach understanding their customers. This mindset is applicable to companies of any size—from startups to established corporations. Per Genov, once we realize that consumers are real people with real behaviors, emotions, motivations and goals, we will recognize that customer research has to have a common business objective and a coordinated set of methods across the organization. Using highlights from a Zappos case study, attendees will take away strategies to understand the person, not the “shopper” or the “user” and discover how to eliminate organizational silos when it comes to customer understanding. Attendees will also learn how to use results to inform their business as a whole and hear why company culture matters.

5:00 P.M. - 6:30 P.M. AWARDS

Retailers’ Choice Awards

Moderator: Dan Tratensek, NHPA

For more than 50 years, the North American Hardware and Paint Association has been helping retailers discover the best of the best products through its Retailers’ Choice Awards. Products selected in this program are chosen by retailer judges who scout the floor of the National Hardware Show to find new and innovative products that will drive sales and help independent retailers stand out in their markets. This program celebrates manufacturers for their innovations and encourages their support of the independent home improvement channel. By invitation only.

WEBINAR Making Contact

Discover how contactless commerce benefited Allendale True Value at YourNHPA.org/webinars

Don’t Lose touch

Contactless Commerce Brings New Opportunities

By Todd Taber

Even before COVID-19 disrupted retail, customers were increasingly shifting to e-commerce solutions and exploring how contactless commerce could add convenience and value to their lives. Now a year and a half after the pandemic first altered retail operations across verticals, contactless commerce is becoming an important pillar of home improvement retailers’ businesses.

According to Forbes, contactless payments have grown by 150 percent since March 2019, rising as the pandemic motivated many shoppers to seek safe shopping alternatives. Nearly 85 percent of home improvement retailers surveyed by the North American Hardware and Paint Association say they implemented curbside pickup, a key component of contactless commerce, at their businesses in the past year.

Chad Ayers, owner of Allendale True Value, was one of those retailers. He knew shifting his operation’s status quo in light of the pandemic was not only profitable, but necessary to survive. Discover how he introduced contactless commerce to his operation and refined it with e-commerce solutions.

Plus, hear from Garrett Schwegler, program manager for software company Lucidworks, on how retailers can stay connected with customers, even as contactless commerce becomes more prominent across retail sectors.

Even if your operation isn’t on the forefront of technology, understanding the principles of contactless commerce and how they can differentiate your business from competitors is key to modern retail.

MAKING CONTACT

The team from Allendale True Value pivoted to contactless commerce during the COVID-19 pandemic and refined their offerings with e-commerce innovation.

“The new platform is a complete game-changer.”

—Chad Ayers, Allendale True Value

E-Commerce Innovation

Chad Ayers, owner of Allendale True Value in Michigan, says one of his favorite aspects of being an independent home improvement retailer is the ability to grow and mentor his team. He oversees roughly 50 employees at his business, and like other retailers during COVID-19, he learned to adapt to meet the needs of his team and his customers seamlessly.

“COVID-19 has been tough on everyone,” Ayers says. “We got through 2020, and at the start of this year, we told the team that it took every ounce of every person’s effort to get here. I like to say that if we could get through COVID-19, we can get through anything.”

In addition to his team’s flexibility and ingenuity, Ayers says one of the key ways his operation persevered through the pandemic was through embracing contactless commerce, particularly with timely investments in e-commerce.

Like other retailers, Ayers knew e-commerce would be an important component for his business, and he started exploring its possibilities roughly five years ago. But he says those initial forays were clunky, time-consuming and ultimately didn’t fit his vision for e-commerce integration. As COVID-19’s enormous impact on retail operations grew clear, Ayers knew it was time to revisit e-commerce, refine it for his business and reintegrate it into the operation’s overall contactless commerce offering.

Making the Jump

As COVID-19 began spreading throughout the U.S., Ayers and his team quickly pivoted to meet new demands from customers, establishing a curbside order fulfilment process and instituting buy online, pickup in store (BOPIS) options. The company had a new e-commerce platform offered through its wholesaler, True Value, in the early days of the pandemic, and while Ayers says it met the need, he and his team still wished to refine the service.

The initial e-commerce platform fulfilled early needs, but only featured True Value products, which Ayers says account for roughly 60 percent of his overall inventory. Compounding matters was a lag in inventory updates. Available inventory was only updated once a day, meaning customers could log on

5 Ways to Bring Contactless Commerce to Your Business

Even if you don’t integrate the latest technological advances to your business, there are still many ways to implement contactless commerce easilt and offer a new method of shopping to consumers. Review the five tips listed here and be sure to contact your POS provider to find out how you can get started.

1 | Bet on BOPIS.

Offering buy online, pickup in store delivery options can be a great way to attract new customers and safeguard your existing base. By placing orders online or by phone, customers can then enter your store and retrieve their items quickly, limiting contact while securing a sale.

2 | Investigate e-commerce.

Talk to your wholesaler about your e-commerce options. Many current platforms allow orders to be completed within your store, helping you grow your transaction count while serving customers remotely.

and erroneously see a product was in stock, when in fact it was depleted.

“That was especially hard for popular items early in the pandemic, like masks, gloves and cleaning products,” Ayers says.

The remainder of 2020 reinforced to Ayers and his team that e-commerce would need to be a reliable pillar of their business moving forward. He and his team again worked with True Value and launched an updated e-commerce platform earlier this year, featuring not only the suite of True Value products he carries, but also specialorder items from True Value’s warehouses and products from other suppliers.

“The new platform is a complete game-changer,” Ayers says. “We have full control over how we set up the website: product placement, headers, the home page and multiple custom pages.”

3 | Make it mobile.

Exploring how your POS tech partner can add mobile payment options can allow your staff to complete any transaction safely, be it in the parking lot, your outdoor area or right in front of your entryway.

4 | Deliver possibilities.

Adding local delivery to your services could be a crucial step in securing extra sales and bolstering your contactless commerce offering. Pro customers in particular will appreciate the added convenience.

5 | Share it near and far.

Don’t forget to advertise your contactless commerce offerings on social media and in traditional advertising. Highlighting your operation’s adaptability will attract customers who prioritize safety amid the pandemic.

Technology Creates New Connections

In his role as program manager for Lucidworks, which offers a suite of e-commerce solutions for retailers, Garrett Schwegler sees firsthand how technology can enhance connections to customers, even if transactions grow increasingly contactless. Get three insights into how technology can help you grow closer to customers, even if transactions are contactless.

1. You don’t have to be a data scientist to use technology.

“Many of our customers wondered how they could access AI methods that don’t require them to be highly specialized,” Schwegler says. “They don’t have data scientists on staff or deep pockets to invest in something extreme, but tech providers offered different solutions that democratized artificial intelligence and got it in the hands of retailers across verticals.”

2. Technology gives you valuable insights.

One key example is analyzing what your customers are searching for. Reviewing those trends can help you refine your in-store inventory.

“For example, if a customer goes online and searches for a ‘patio lounger,’ but your business stocks that item as ‘outdoor chaise,’ your customer gets no results and can frustrate customers. But with technology, retailers can understand a shopper’s intent and deliver matching products, which pleases the customer and ultimately results in higher sales,” he says.

3. Chatbots can free up your associates to work on what matters most.

By installing a chatbot on your website, you can use that technology to answer common customer questions. Instead of having your staff field a dozen calls a day about your hours of operation, you can program chatbots to answer those questions immediately and accurately.

Visit PDRmag.com/contactless-tech for more insights from Schwegler.

He says the software behind the e-commerce solution, which is exclusive to True Value retailers, is intuitive, allowing nearly all his staff the opportunity to edit it. But Ayers sees the long-term potential of e-commerce as a new arena for his business.

Earlier this summer, he promoted someone into a new role for his business: e-commerce sales manager. That role will oversee e-commerce sales not only on the company’s website, but also on other online marketplaces, including eBay and Facebook.

“We want to see if we can compete in this space in the big picture, so it warrants investing in someone to help us get it off the ground,” Ayers says.

“I’m also interested in creating efficiencies. Anywhere I can grow efficiencies for the team, I jump at those opportunities.”

—Chad Ayers, Allendale True Value

A Timely Decision

A pivot to refining e-commerce was resoundingly timely. Ayers says one of the clearest lessons he’s learned since the pandemic began was that product availability trumps every other factor in customers’ purchase decisions. For example, one of the company’s online bestsellers is Adirondack chairs, a product Ayers and his team stocked up on in the early days of the pandemic and have promoted online. That move added visibility to the company’s sales platform, garnering new sales to customers far and wide.

“E-commerce is giving us eyeballs on inventory,” Ayers says. “From 2018 to 2019, our total transaction counts were within seven transactions of one another. In 2020, we were up 12,000 transactions. E-commerce has been a major difference.”

Even as transaction rates have stabilized throughout 2021, Ayers says e-commerce is still pulling its weight; sales are above 2020 levels, even with lower transaction counts than in 2020, indicating those online shopping carts are higher than ever, bringing sales—and new opportunity—to Allendale True Value.

Ayers says one of the main challenges of managing a robust e-commerce offering is ensuring inventory is accurate. Lagged updates online can cause on-the-ground frustrations for customers and staff alike.

“Because it’s live, it can be scary,” he says. “Your inventory has to be accurate; when it’s off, it creates a lot of inefficiencies. Customers are looking for items you don’t have and that leads to frustrations.”

Before launching the newest version of his e-commerce platform, Ayers and his team committed to doing a physical inventory of the entire store, helping solidify inventory levels before wading into the digital frontier.

What the Future Holds

E-commerce success is also affording Allendale True Value brick-and-mortar opportunities. Ayers and his team recently completed a 10,000-square foot expansion of the business, allowing the operation to grow into new categories and invest even deeper in existing offerings.

The new expansion will predominantly feature appliances, helping the business grow sales in a lucrative category.

Ayers says e-commerce wins have also encouraged his team to search for new ways technology can strengthen the business. Now, employees are equipped with two monitors at point of sale locations, helping them run transactions on one screen while searching inventory and finding other pertinent information for customers on the other.

“I’m very supportive of tech,” Ayers says. “I’m also interested in creating efficiencies. Anywhere I can grow efficiencies for the team, I jump at those opportunities.”

"Whether

you have someone to take over or not, everyone deserves to retire from their business. Others are at a different stage—reliable, motivated and looking to grow, like us.

I check the Retail Marketplace every day."

Will Aubuchon President and CEO

W.E. Aubuchon Co. Inc. with 100+ locations have someone to

Ready to retire? Let us help you.

NHPA now offers a new way to connect motivated buyers and sellers of home improvement businesses. Advertise your business to a network of 40,000 retailers. Public and private listing options are available.

YourNHPA.org/marketplace

NHPA

MAINTENANCE MUST-DOS

5 TASKS TO KEEP YOUR MIXERS AND TINTERS IN TOP SHAPE

By Lindsey Thompson

The bread and butter of a paint store, your mixing and tinting equipment is crucial to the success of your business. If these tools break, you lose customers and revenue. Fortunately, there are steps you can take to keep your machines in good working order to avoid downtime.

Paint & Decorating Retailer spoke to KC Adams, owner of Pacific Tool & Equipment, and Eric Wolfe, a technician with Midwest Paint Equipment. These experts shared five tasks retailers should keep on their maintenance list to avoid major issues with these critical machines.

Staying Safe

Teach your employees other ways to protect customers and themselves in the workplace at YourNHPA.org/operations.

02.

Conduct daily cleaning.

Wipe down the tinting machines regularly to keep the nozzles clean and unclogged and grease the bearings of the shakers. Wolfe says he uses warm water with a little alcohol and a cheap toothbrush to clean the nozzles.

“I see a lot of places that don’t do daily or weekly maintenance,” Wolfe says. “If you don’t clean the nozzles, they can become clogged and even full of mold. We had one client who was having trouble with mistinting and we figured out it was because the nozzles were so clogged they were pulling colors from both sides.”

01.

Mandate employee training.

If you purchase a new machine, require all of the employees who will be using that machine to go through the manufacturer’s training so they understand how the machine works and how to maintain it properly. Do the same anytime you bring on a new employee as part of their training.

“That’s a problem we see with many clients. They’re not doing the necessary daily maintenance because they’re not trained on it,” Wolfe says.

The type of training offered for these machines varies depending on the from a basic user manual to training videos to a technician coming on-site to conduct training sessions. Wolfe says Midwest Paint Equipment does training for some of its retail customers and recommends that retailers host refresher training at least once a year.

With a tinter, if more than two to three hours passes between uses, Adams recommends a general purge, following the manufacturer’s recommended purge and cleaning intervals to the letter. He also suggests thoroughly cleaning and purging the nozzle and verifying all agitation motors are functioning each day.

“Keep the nozzles clean and free from dried colorant buildup,” Adams says. “With auto-tinter machines it is crucial to keep the humidifier system—the sponge and cup that closes over the dispenser nozzle—clean and moist.”

A QUICK GUIDE TO

Machine Maintenance

Maintenance on your tinting and mixing equipment is essential to your bottom line. If your machines are down, you are losing customers and revenue. See what tasks you should carry out and who should be completing them to keep your equipment in top working order.

TASK ASSIGNEEFREQUENCYREASON

Clean and purge tinter nozzles

Clean humidifier system

Keep work station clear and clean

Clean debris from shaker

Training on machines

Troubleshootingissues

Sales associate Daily Remove dried colorant buildup

Sales associate Daily

Keep the humidifier system clean and moist

Sales associate DailyAvoid accidents and spills

Sales associate Daily

Manager, technician or manufacturer representative Yearly and anytime a retailer purchases a new machine

Manager with a sales associate shadowing As needed

System failure Certified technician As needed

Prevent debris build up that can cause issues

Give employees the knowledge to maintain machines properly

Solve a problem with the machine

Bring machine back to working order

03.

Pay attention.

Wolfe says he sees numerous instances of retailers who ignore issues and don’t fix problems when they occur, which leads to more problems. For example, he recommends cleaning debris out of the bottom of the shaker to avoid that debris causing serious issues.

“If your machines start making weird noises, stop using them,” Wolfe says. “Some retailers will keep running them when one thing fails, which leads to another piece failing and on and on.”

Upkeep Pointers

Keep the rest of your store in tip-top shape with our maintenance checklist at PDRmag.com/maintenance-tips.

04.

Perform regular maintenance.

The frequency of maintenance will depend on the type of machine you have and how often you use it. Wolfe recommends preventative maintenance at least once a year to calibrate the machines, check the pumps for any abrasive damage from the colorants and change the filters if necessary.

“The frequency of preventative maintenance depends on the usage of the machine,” Wolfe says. “We have programs set up with some of our stores to come in every six months because some machines are a little more needy when it comes to maintenance.”

Adams says frequency of use is key to how often a retailer’s equipment needs preventative maintenance.

“Our minimum recommendation to retailers is to undergo preventative maintenance and calibration twice per year. For machines used in commercial settings or high-volume retail stores, we suggest quarterly preventative maintenance and calibration,” Adams says. “We also suggest combining all shaker maintenance with your auto-tinter scheduled maintenance program to stay on top of both.”

05.

Keep the area tidy and organized.

Keep your paint areas clean of dirt and debris that can cause issues in your machines. In the tinting machine, be sure the colorant canister lids and area remain clean and clear.

You can avoid any internal spills in your shaker machine by verifying the container lids are secured properly, and be sure to clean up any paint spills in or around the machine to keep it in good operating order.

Retailers should also maintain the colorant levels in tinting machines to keep the colorants from drying on the canister walls. Dried colorant can plug up the filter and make the pumps work longer and harder and negatively affect the dispenser’s accuracy.

“Don’t be afraid to use your machines regularly but take the steps to keep them clean and in working order,” Adams says. “Regular machine use is actually better than intermittent use for keeping the machine in good operating order.”

October 21-23 | Las Vegas

To navigate today’s market, retailers need to be agile and strategic. Join us and hear from industry leaders, subject matter experts and successful retailers who will deliver insights into the current and future state of the industryLearnmoreat YourNHPA.org/conference.

KEYNOTE ANNOUNCED

Focus on the Customer and the Employees as a Person

Alex Genov

This presentation will introduce a new way of thinking about how companies approach understanding their customers. This mindset is applicable to companies of any size—from startups to established corporations. industry. Learn more at

Head of Customer Experience Research, Zappos

Home Essentials

Get a look at the latest home decor trends to guide your merchandising decisions at PDRmag.com/decor-trends

FRESH COAT

PROJECT PERFECT

DISCOVER THE MOST POPULAR DIY PROJECTS THIS QUARTER

Understanding which projects are growing in popularity helps you strategize for success. The Home Improvement Research Institute (HIRI)’s Q3 Consumer Project Planning study can help guide your merchandising and marketing to boost sales through the rest of the year.

ENJOYING THE OUTDOORS

In the third quarter, some of the most popular areas to renovate for DIYers are decks, porches, patios, sun rooms and fencing. Be sure you’re merchandising a complete array of stains and sundries to complete these sales.

PLANNING ON GREATNESS

More than 7 out of 10 homeowners are planning a home improvement project in the next three months

BE MY GUEST

Another popular project area for DIYers this quarter is renovating guest baths. Be sure to highlight the latest paint colors and trendy wallpaper to help your customers complete these projects seamlessly.

THE AGE FACTOR

AGE 18-29

AGE 30-39

AGE 55+

More than 78 percent are planning a project

More than 81 percent are planning a project 63 percent are planning a project

Source: HIRI | hiri.org

Industry Events

TRENDS

Wave of the Future

See how technology drives in-store and e-commerce retail strategies at PDRmag.com/retail-possibilities

Penchant for Purchasing

STACKING THE

STATS

How Consumer Behaviors Have Influenced Contactless Commerce

57% of respondents used contactless payments in the previous 12 months 80%

Contactless commerce had been on retailers’ minds prior to the pandemic, but amid shutdowns and high demand, many retailers moved quickly from idea to implementation. While using contactless commerce was a necessity for retailers in 2020, it has remained a priority for consumers into 2021, based on these stats from consumer surveys. For a closer look at how one retailer pivoted during the pandemic to bolster his contactless commerce options, turn to Page 34. of retailers offer some form of contactless payment

Sources: Raydiant, State of Contactless Payments 2021 Report and The State of BOPIS Report 2021 and National Retail Federation, 2020 State of Retail Payments

67% of respondents have used buy online, pickup in store at least once 75% of respondents are more likely to use contactless payments in the next 12 months

44% of respondents are more likely to purchase from a company that offers a contactless payment option

ECO SPEC® interior offers a high-quality, quick-drying interior paint with zero VOCs, zero emissions and low odor. This 100% acrylic is ideal for commercial and residential paint jobs where fast turnaround and environmentally responsible products are required. Our zero-VOC Gennex® Color Technology ensures ECO SPEC remains zero-VOC even after tinting.

Your Benjamin Moore® representative is here to answer your questions about ECO® SPEC. Find your rep: 1-866-708-9180 or benjaminmoore.com.