Hardware Retailing

APR 2018

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 | April 2018 62 Complete the Department Businesses that do well in outdoor power equipment sales understand offering parts and services helps turn a single power tool purchase into a repeat business opportunity. In order to provide service on-site, retailers must have a certified team of mechanics. "Our service technicians need to be qualified to work on all the brands we sell," Morelli says of Beisswenger's Hardware. "Whenever a manufacturer has a new certification course, which is an annual requirement in most cases, our technicians need to attend. These courses allow them to work on equipment, like products on warranty." Colonial Hardware has also built its reputation in the outdoor power equipment category by thinking beyond the initial purchase. The store has at least three mechanics on-site year-round who work on commission, McMaster says. The team provides service, repairs and tune-ups on almost any brand, including all of the brands the store sells. This service has been a major advantage for the store because customers who have purchased equipment from other stores, including big-box retailers, are welcome and can rely on the service team to solve their problems. "If someone has equipment and needs it to be repaired, they come to us because we fix pretty much anything," McMaster says. "Even Lowe's and Home Depot send their customers in our direction to have work done rather than having to ship it out to other repair businesses hours from town. The community knows we have the best service employees in the city." After a purchase, retailers should encourage customers to keep their investment in working order. "We assemble and service the product and let them know they can return for warranties and tune-ups in the future," McMaster says. " Even Lowe's and Home Depot send their customers in our direction to have work done rather than having to ship it out to other repair businesses hours from town. " —Jenny McMaster, Colonial Hardware The North American Retail Hardware Association has relationships with service providers to save you money on services, including credit card processing, hiring, health insurance and more. We Make Doing Business Easier FOR MORE INFORMATION, GO TO NRHA.ORG/BUSINESS-SERVICES

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