Unlike others in the home improvement industry, Michelle Skeen didn’t grow up in a paint or hardware store and didn’t have a part-time job as a teenager working for a retailer. When Skeen joined the team at South Texas Paint & Supply in Kerrville, Texas, she didn’t come in to the role with any previous home improvement experience. Instead, she brought over 30 years of experience in the salon and beauty industry.

“Being in the hair world and going over to paint wasn’t as big of a transition as I expected. That experience actually helped a lot because hair color is so much more complex than color on a flat surface like a wall, so it’s been easier dealing with paint than with hair color,” she says. “With both, we have to live with that color choice every day, and I love being able to assist our customers to make the right choice.”

Whether you come in with managerial experience or are a rookie to leadership, moving into a managerial role can be daunting. Fortunately, the home improvement industry is full of managers, like Skeen, who are willing to share insights into leadership. Paint & Decorating Retailer shares new manager insights from Skeen and others and what they wished they knew before they started.

Transferring Knowledge

Skeen joined the South Texas Paint & Supply team in June 2021 and only six months later was promoted into a management role. She was immediately able to put her managerial experience from the salon industry into practice at the paint store.

“I came in with a lot of management history,” she says. “I’ve been in management since I was 18, but this was my first time managing a paint store.”

The salon business and paint businesses aren’t too far apart, Skeen says, as both require the same business savvy. Anyone taking on a managerial role with any business experience, no matter the industry, already has part of the experience they need.

“You manage every business the same way, looking at margins, profits and more, the products might just look a little different,” Skeen says.

One part of Skeen’s responsibilities as manager is updating the store and creating a go-to place for contractors and DIYers for their paint needs. The current owner, Denny Foster, purchased the store in 2019 and moved the operation into a new building. Skeen and Foster are building on what is there, a small, locally owned store that has been a staple in the community for almost 50 years. The changes are working, as store sales are up nearly 39 percent over the last year.

“We’re working to update the store, which has about 2,800 square feet of space, strengthen relationships with contractors, extend our hours and more,” Skeen said.

Finding Success

For Skeen, one key to success as a manager is staying flexible. Being able to adapt has been particularly relevant in the last few years when life and the way business has been done changed dramatically; being flexible was essential to surviving and thriving.

Another characteristic a manager needs is a willingness and desire to learn. Skeen says she is always looking to develop her skills and knowledge to learn and grow. She also says it’s important to not take it personally when you don’t know the answer to every question.

“As a manager, you always need to be willing to learn and show flexibility as you’re learning,” Skeen says. “A lot of people get overwhelmed with what they don’t know, but instead need to change their perspective and be willing to learn all they can. Some people don’t love the idea of having to learn new things, but education helps you no matter what role you’re in, manager or not.”

Skeen’s favorite part of being a manager is working with the other two employees in the store and especially serving customers.

“I love color consulting and helping customers choose the colors they live with on a daily basis that turn their homes into spaces they love,” she says. “I’ve learned that people respect the manager title and really listen to my opinions and insights.”

Learning the ins and outs of the different computer systems at the store has been the biggest challenge since becoming manager, Skeen says. She’s overcoming those challenges by absorbing as much information as she can find and learning from others. She reached out to a bigger store in Austin and shadowed that store’s staff for a couple of days and has also utilized Benjamin Moore’s online training system.

“I’m really good at working at things to figure out the right answer and work hard until I get it right,” she says. “I teach my staff as much as I can as I learn. I like to create future managers.”

She’s also found success thanks to the support of store owner Denny Foster.

“Hands down, Denny has been my No. 1 encourager and instrumental in my role as manager,” Skeen says. “If I don’t have an answer, he’s right there brainstorming with me helping me find an answer.”

While she’s only a few months into the role, Skeen is thinking about the future and where she would like to take the business. She hasn’t set any personal career goals yet, but is taking one day at a time.

“On the business side, I want to build security in the community, so contractors and DIYers can walk in here and know they will get the assistance they need, whether it’s a certain quantity of paint or a particular color,” she says. “We’re a smaller town and security and reliability is what it takes to thrive here.”

5 Tips for New Managers

There is no lack of advice out there for new managers coming into a leadership role. Here are some of the top tips managers can use to be successful.

1. Ask for help. No matter what industry you’re in, there are people who have been in your shoes before and want to see you succeed. Reach out to them for advice.
2. Be patient. Give yourself grace as you learn and grow in your new role. Be sure to also extend patience to your co-workers and your own managers.
3. Stay positive. As a manager, you’re viewed as a leader and set the tone for your business. Have a positive attitude and set a good example for your colleagues.
4. Embrace conflict. It is inevitable that you’ll run into conflict during your time as manager, so learn to handle issues with patience and diplomacy.
5. Delegate tasks. Don’t try to go it alone or do it all by yourself. Rely on your team members to get tasks done.

Learning From the Best

The year he became manager at Bleyhl Co-op, Roman Chavez participated in the Retail Management Certification Program through the North American Hardware and Paint Association to enhance his industry knowledge and learn best practices he could use in his new managerial role.

“Learning from retail industry leaders and the other students’ experiences within their own stores was the best part of the program,” Chavez says. “There were so many perspectives shared; it made me understand that retail is infinite.”

Here are some key takeaways Chavez gained during his time in the program. Learn more about the program here.

Foundations of Leadership
NHPA offers three course options to help managers understand key concepts of leadership and personal development. Learn more here.