Hardware Retailing

AUG 2017

Hardware Retailing magazine is the pre-eminent how-to management magazine for small business owners and managers in the home improvement retailing industry.

Issue link: http://hardwareretailing.epubxp.com/i/852196

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Page 55 of 114

August 2017 | HARDWARE RETAILING 49 It doesn't always take a new owner group coming in to see that a new approach is warranted. Mike Brackin, owner of HomCo Lumber & Hardware in Flagstaff, Arizona, has been in the industry since childhood. Beginning when his father started a store called "Odds-N-Ends" in 1975, Brackin has built one of the largest lumber supply stores and retail businesses in the city. However, the store's growth hasn't come without hurdles. About four years ago, Brackin and general manager Todd Callan received customer and employee engagement surveys that showed scores far lower than they had seen previously. HomCo is different than most other hardware stores, Brackin says, as it operates as more of a lumberyard with hardware departments. The separation of the store departments led to different divisions of employees not communicating constructively, with only 5 percent of employees responding on the survey that the workforce offered good service to customers. Livingston Ace Hardware, in Livingston, Montana, and its sister stores had their workforces revitalized by a recommitment by management to team building. Sunnyside Corporation 225 Carpenter Avenue Wheeling, Illinois 60090 www.sunnysidecorp.com Thinners Solvents Reducers Retarders Removers Paint Additives Specialty Cleaners Protective Coatings Specialty Chemicals

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