Sharing Innovative Ideas
The innovation insights continued on Day 2 of the 2023 NHPA Independents Conference as retailers representing over 300 stores shared best practices on a variety of innovation topics.
Streamlining Operations Using Technology
When you need an effective technology solution, sometimes the answer is to build it yourself. The three retailer panelists each created a system or process that improved efficiencies in their operations and share their insights on thinking outside of the box.
Don’t be afraid to think big. “If you have a good idea, run with it and empower your employees to do the same. Get feedback from your co-workers and industry peers and really rely those around you.”
—Cody Miller, Merchandise Manager, LBM Division for Hartville Hardware & Lumber
Break down large projects into smaller chunks. “I think some of these projects sound daunting, but when you have a big project, break it down into smaller chunks. It’s easier to start and work through in segments, and before you know it, it’s come together.”
—Dalton Meny, Head of Operations for Meny’s True Value
Explain the why to bring employees on board with new technology. “Once your employees know the why, they can better understand the expectations and be engaged with and invested in whatever new processes you want to implement.”
—Jeremy Peterson, Owner of Family Hardware
Maximizing the Customer Experience
Connecting with your customers beyond the four walls of your store is even more important than ever. These three retailers are experts investing in internal systems and solutions to ensure a comprehensive customer experience with strategic e-commerce initiatives, streamlined social media management and comprehensive team training. They share their best practices for upping the customer experience.
Respond quickly to customer feedback. “Our leadership has made a point to respond quickly to customer feedback. We don’t sit on it but address it as quickly as possible.”
—Tom Petrou, Director of Information Technology, JC Licht
Embrace training. “Training is really important to manage customer experience across our different locations. We get all managers together once a year and utilize a robust training system. We also have a training manager who can also get out in the stores.”
—Gentry Stafford, Vice President of Marketing & Store Development, Spectrum Paint
Make people a priority. “We’ve always been about people. When we have the right people, the sky’s the limit. We continue to look for the right people and add them to the team.”
—Jim Carpenter, Director of Marketing, Curtis Lumber
Tapping Into Tech to Manage Inventory and Purchasing
When The Aubuchon Co. closed its warehouse, it needed an effective way to manage inventory strategies across its more than 100 store locations and navigate supply chain issues. Through the help of 4R Systems, it has improved inventory management, purchasing strategies and loss mitigation across all of its store locations.
“Instead of getting hung up on thinking that everything has to be perfect and then we can do the next thing, it’s about realizing these sorts of projects are not going to be projects you would finish like a model and then put on the shelf. You are constantly constantly working through them.”
—Jared Brown, Director of Business Intelligence, The Aubuchon Co.
“We work closely with all of our clients to figure out what their pain points are. Not all retailers are created equal, even in the hardware space. There’s KPIs that are important to you that may not be to everyone else in your space. So my team is the first to understand what those pain points are and help you fix them.”
—Nina Chiavaroli, Vice President of Customer Success, 4R Systems
Connect With the Panelists
