Hardware Retailing

SEP 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/863265

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Page 78 of 118

HARDWARE RETAILING | September 2017 74 needs covered. You need to make sure you have everything to keep them comfortable outdoors— heaters, outside carpet, doormats and bug supplies." Given the investment that a fully equipped RV setup entails, these customers are usually particular about upkeep and cleanliness. So, while Forsythe says he wants to supply items for fun, he also stocks plenty of items for cleanup. "RVers put a lot of money into their wheeled vehicle, and they want to take care of it. They need all of the cleaning supplies of a car wash, along with supplies that keep a home and an outdoor space clean. If you want their business, you have to help them keep it tidy," he says. Partner Up Given the remote nature of Westmart Building Center, Forsythe says he's made goals to earn his customers' trust while supplying enough products to keep residents and visitors from venturing to surrounding communities looking for supplies. "We've really worked hard to discourage competition from coming into town. We know, as generations change, people can look up pricing and products anywhere. So we aim to provide the best business and service experience possible, and the hotels, RV parks and locals have been very loyal to us," Forsythe says. Knowing there isn't a full RV store and repair shop for miles outside of his area, and a big-box hardware retailer requires an even longer drive, Westmart Building Center regularly partners with a small repair company during the summer months. While full repairs can't be accomplished on site, customers at the store looking for repair work are directed to the repair company. In exchange, the repair crew often uses Westmart for supplies. Forsythe keeps Westmart in the public eye by advertising on local maps and pamphlets as well, increasing the store's reach. "It really comes down to letting customers know where you are and what you've got. This is a market that thrives on service, supplying specific demands and being a one-stop shop from the moment they walk through the door," he says. Recreational Vehicle Owner Greg Forsythe says he's expanded the RV-related items stocked at Westmart Building Center based on feedback from his seasonal customers. " This is a market that thrives on service, supplying specific demands and being a one-stop shop from the moment they walk through the door. " —Greg Forsythe, Westmart Building Center

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