More than just an increased bottom line, success may look like higher profit margins, bigger transaction sizes or even just increased customer loyalty and positive word-of-mouth. Paint retailers can look to their industry peers for best practices for creating their own all-star categories.
Paint & Decorating Retailer spoke to three paint retailers who have found success in different categories. Learn how Painter’s Supply Arizona built its successful hand tools category by listening to what its customers wanted and needed. You can also read about the other categories: full-service paint and wallcoverings.
Catering to Customers
Painter’s Supply Arizona follows a simple philosophy when it comes to stocking knives, blades, scrapers and other painting hand tools in its stores—give the customers what they want and make it easy to purchase. The company, which has stores in Phoenix and Mesa, Arizona, consistently gauges what its customers want and need, adjusting inventory as necessary.
While this category can be broad, with a plethora of choices for retailers, Joe Dudo, general manager at Painter’s Supply Arizona, says he listens to the customers when deciding what to keep in stock. Rather than carrying whatever products are national, popular movers, the company focuses on what its customers in Phoenix need.
“If our customers are looking for something more ergonomic, we’ll look at selling those products. If they’re looking for brand preferences, we go in that direction,” says Dudo. “We pay attention to what our customers are asking for and make sure we’re carrying those products. And, honestly if it doesn’t move, we’ll stop carrying it.”
The majority of Painter’s Supply’s customers are busy professionals and contractors who want to get in and out of the store with what they need quickly. Dudo says both stores use simple pegboard displays for knives, blades and hand tools, making the products easy to see and easy to grab. Even when one of the stores made the move from an 1,800-square foot space to a building with over 6,000 square feet, Dudo says they still kept merchandising simple.
Many of Painter’s Supply’s employees were painting contractors themselves and have the know-how to guide professional customers to the right products.
Employees also take training courses and attend demonstrations with different vendors to learn about new products and how to use them.
“We have been committed to providing the best supplies available in Arizona while offering outstanding customer service,” says Dudo.
3 Tips for Selling Knives, Blades & Hand Tools
- Listen to your customers
Avoid stocking items that won’t sell by asking your customers what they actually use, rather than relying on national trends. Be sure to make adjustments to your inventory as your customers’ needs change. - Keep displays simple
Most customers, especially professionals, want to get in and out of the store as quickly as possible, so make it easy for them to find what they need with clean and simple merchandising. - Offer alternate uses for tools
Many times, these types of tools have multiple purposes or can be used in creative ways. For example, customers can use a putty knife to seal painter’s tape to an edge. Share these types of tips with customers to boost add-on sales and position yourself as an expert.
