High-Quality Products, Store Dogs Bring Customers Into Triboro Paint Center
When John Robison and Matt Lavine bought Triboro Paint Center in 2000 in North Attleborough, Massachusetts, they started on a path of growth and evolution for the operation. The operation has since added locations in Foxborough, Massachusetts, and Warwick, Rhode Island.
- Owners John Robison and Matt Lavine bought the business in 2000
- The company is embracing new technology
- The store dogs help draw in even more customers
``It really means so much to us to have the dogs here, they instantly brighten the mood in the store.``
- Brooke Robison
All the stores carry premium products for contractors and DIYers, including specialty lines of paints and stains perfect for the many historic homes in the area.
But it’s the extra level of customer service and experienced sales associates that set Triboro Paint Center apart, says Brooke Robison, store manager and John’s daughter. The stores also offer custom stain and paint matching, including competitors’ colors, special order products, custom spray cans, delivery for contractors and curbside pickup.
Simple in its design but highly effective in practice, the Decor Fusion Benjamin Moore Dealer Version program in place at Triboro Paint Center has saved employees time and effort. Brooke says the operation added the system to the Warwick, Rhode Island, store as a pilot in October 2021 and added it to two other locations soon after.
When a customer purchases paint, the tinting machine sends the formula to the point-of-sale (POS) system and the paint formula prints on the receipt. The formula is also stored in the POS system for easy access the next time the customer wants the same color.
“When we scan the receipt, the formula pops up on our computers, and we can easily mix the customer’s color,” Brooke says. “When we have the original formula, it makes it easier to tweak the color as needed.”
With a desire to integrate new technology wherever it makes sense, the Warwick store manager Evan St. Onge implemented the program at that store first.
“Evan loves integrating new technology into his store, and he’s truly ahead of the curve on innovation,” Brooke says. “He has a younger staff in their 20s and 30s and they easily adapt to program changes.”
Brooke says they often discover new innovations such as the color matching technology from industry sources and on social media paint groups. While she wasn’t sure how employees would embrace the technology at the other stores, Brooke says they have welcomed it and appreciate the time and effort it saves.
“While this program is something customers might not ever know about, it allows our employees to make their in-store experience easier,” Brooke says. “It also helps get them in and out of the store quicker.”
At the North Attleboro location, customers are greeted by wagging tails and puppy smiles. Brooke says their dogs Mookie and Samson are an important part of the store.
“It really means so much to us to have the dogs here, they instantly brighten the mood in the store,” Brooke says. “The dogs have been great for the morale of our staff and customers. The store feels weird when they aren’t here.”
Mookie, a rescued 5-year-old Chihuahua, American Staffordshire, dachshund and boxer mix, belongs to Brooke and loves attention, treats and other pets and is known for licking the paint shakers while they’re operating, Brooke says.
“He sits by the door for customers and actually walks up to the counter with them. Everyone calls him the store greeter,” she says. “You can see him waiting at the door from the sidewalk, and we’ll even get people who are just walking by come in just to see him.”
John’s dog Samson is a rescued 3-year-old German shepherd and Great Pyrenees mix. The veterinarian recommended bringing Samson to the store to socialize him and help him become more comfortable around people.
“He’s still a little nervous around strangers, but he’s gotten much better over the years,” Brooke says. “He follows my dad everywhere when he’s in the store; he’s like his little shadow.”