Hardware Retailing

OCT 2017

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

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HARDWARE RETAILING | October 2017 36 Checkouts CUSTOMER RELATIONS From There? Pin It Here A nyone can feel out of place visiting a new town. Whether on a much-needed vacation or while visiting relatives, heading to the local store in a strange town can leave one wandering aisles in search of items. That won't happen at Hall's Hardware in Milton, Florida. Located in the tourist haven of the Florida Panhandle, Hall's Hardware is eager to welcome new visitors and year-round residents alike. Upon your first visit to Hall's Hardware, there's something waiting for you. "First, we call customers our guests, and each first-time guest gets one of our welcome bags," owner Wade Allen says. "First-time guests are usually easy to see, they're usually wide-eyed since we have a lot of space, multiple buildings and a great selection. So we want to make them feel welcome." The welcome bags include a letter from the business thanking the guests for their visit, several coupons for items found around the store, a voucher for a free old-school soda to cool them in the Florida heat and a koozie to keep it cold. Guests are also welcomed to visit the maps displayed at Hall's Hardware to pin their hometown alongside the hundreds who have already done so. The original map got so crowded that Allen and his wife Susan had to retire it and start a new board. Allen says the maps have combined to collect pins from all 50 states and 15 countries. The bag also allows employees throughout the store to welcome first-time customers and help direct them to any products they are looking for. Allen says the store hands out about 2,500 bags throughout the year. "We had a friend recently entertain some guests. They said, 'We want to see the beach, we want to see some museums and we want to see that hardware store with the welcome bags,'" Allen says. "It's gotten word out around the country. We like that we get to give them something that takes Hall's Hardware back home." First-time customers to Hall's Hardware in Milton, Florida, are welcomed with a gift bag and a chance to put a pin in their hometown. "It feels good to help customers with clean and odor-free solutions." - Judy Johnson Blackhawk Hardware, Housewares Associate Toter's Powerfreshâ„¢ odor eliminators and cart liners curb the smell of trash day every day from the inside out. You could be saving over 100 million households from stinky, messy trash carts. To learn more, visit try.toter.com/odorcontrol

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