In any business, the minute you stop learning is the minute you stop growing. It’s important to stay up on the latest trends in the industry, and always continue educating yourself in general business practices like marketing, human resources and operations. Throughout 2020, the North American Hardware and Paint Association asked retailers to recommend books, podcasts and other resources to share with fellow business owners in the home improvement industry.
From discovering how we can all be heroes in our everyday interactions and building brands around storytelling to learning how to be a servant leader, these so-called “resource reviews” provide insights about a variety of business topics. The resources also impart more industry-specific help, offering perspectives on sales in the building materials industry.
Read on to learn what some of your fellow retailers have been reading and listening to and the lessons they’ve taken away from these helpful resources. Then check out the list of free NHPA resources to continue your education and grow your business.
The Hero Effect by Kevin Brown
This book review is the second installment in a bimonthly series Hardware Retailing is running to highlight books, podcasts and other resources retailers recommend to fellow business owners in the home improvement industry.
Megan Menzer co-owns Newton’s True Value stores in Cherryvale and Independence, Kansas. She considers Kevin Brown’s book The Hero Effect to be inspiring and practical. She has included excerpts with paychecks to remind employees how important their jobs are.
“This book makes you take a step back and evaluate your business and your culture. Its examples and stories are reminders of the difference we each can make. You never know what someone is going through, but you can touch their life in a way that will have a lifelong impact,” Menzer says.
Menzer’s Takeaways
- Everyone Can Make a Difference
The book describes why we do what we do each day. Customers come in because they are in the middle of a crisis and need our help. We have the ability to change a person’s outlook on their day. - You Affect Everyone You Meet
Heroes take responsibility for their attitudes, actions and results. We have an influence over people’s lives. We can be heroes by helping with no strings attached. - ‘Nobody Notices Normal’
The book talks about service, saying, “Nobody notices normal.” Everyone in our business thinks they give exceptional service, but do they really? The book talks about different types of service. - Culture Drives Actions & Results
Kevin Brown says the purpose of leadership is to create an environment where people can be the best version of themselves, and where they love to work, shop, educate, communicate and belong.
Building a Story Brand by Donald Miller
This book review is the final installment in a series Hardware Retailing is publishing to highlight resources retailers recommend to other operators in the independent home improvement industry. David Strano is general manager and co-owner of Ambridge Do it Best Home Center in Ambridge, Pennsylvania.
“Building a StoryBrand offers a different perspective on how to think about branding. You might have the greatest product in the world, but if you don’t get that message out, what’s it going to do for you?” Strano says.
Strano’s Takeaways
- Become a Brand
The book shares how your business can get better with branding. We know who we are, but are we portraying that to the customer? If you don’t have clear messaging, people will not engage your brand. - Tell the Right Story
We need to share the story that we’re a family-run business and communicate it more efficiently. We need to clarify our branding message throughout the store and on social media. - Be the Story’s Hero
We have to be customers’ heroes by showing how we’re able to help them on a daily basis and gain their trust and respect. Employees don’t just have names and faces; they have experience and knowledge. They’re here to help. Most of them have been here a long time and have a lot of experience. - Listen to Customers
How do you beat competitors? It’s not always on price. We’re listening to our customers. We show them we care and offer the right product selection. That’s why people continue to shop here and continue to talk about us in a good way.
Behind Your Back, a Podcast With Bradley Hartmann
This podcast review is the third installment in a bimonthly series Hardware Retailing is publishing to highlight books, podcasts and other resources retailers recommend to fellow business owners in the independent home improvement industry.
P. Brett Thorne is chief operating officer for Thorne Lumber Co., which has three locations in Missouri. He values the focused learning opportunities podcasts offer and recommends Bradley Hartmann’s “The Behind Your Back Podcast” because of its perspective on sales in the building materials industry.
“Bradley Hartmann provides a lot of value. He goes in depth and he even has some tools, such as call structures and call sheets, he offers to listeners. He doesn’t take a bland topic and keep it bland. He finds great ways to keep things entertaining and colorful,” Thorne says.
Thorne’s Takeaways
- Onboard and Coach
Truly onboard new sales staff. Don’t forget to teach and coach them. The podcast offers refreshers on selling techniques that are helpful for experienced staff to remember and new employees to learn. - Remember: Selling Is an Art
What I see in our industry as a whole is that we have lost some of the art of selling. People really need to go out and know the sales process, find customers and build relationships. They need to learn to be strong, hold their pride and define the value proposition your business offers. - Look Beyond Selling Products
Even with our existing customers, we need to go beyond, “What can I do for your business?” and “What products can I pick out for you today?” We need to ask, “How can I help your business be more profitable?” - Interrupt in the Right Way
Sales people interrupt pro customers by showing up at a job site or making a phone call. If you catch a customer at a bad time and catch them in the wrong way, you can hurt them in the sales process.
The Servant by James C. Hunter
This book review is the first installment in a bimonthly series Hardware Retailing is running to highlight books, podcasts and other resources retailers recommend to fellow business owners in the industry.
Brian Kabat operates four stores in the Phoenix area and recommends books to his staff as part of their professional development. He asks employees in leadership positions to read The Servant to help them grow in how they treat and lead people.
The Servant by James C. Hunter describes the journey of a businessman who learns about servant leadership in a monastery and applies the lessons on humbly leading people in work and life.
“If you’re into leadership and management, this book is off the grid a little bit. It applies to more than business and is relevant to family life,” Kabat says.
Kabat’s Takeaways
- Leading Is Different From Managing
The Servant is important because it focuses on leadership. Since we are all mainly in the people business, we manage things, but we lead people. - Relationships Are Key to Doing Work Well
Leadership is about getting things done through people. There will always be two dynamics involved in achieving success through a team of employees—the task and the relationship. - Everything You Do Impacts Other People
Reading The Servant gives all our store team leads fresh insight into how their position impacts the people around them, not just at work but in their personal lives, as well. - Grow as a Leader for a Lifetime
This book gives a very unique perspective on what it takes to be a great leader and evolve over a lifetime. You can immediately use the content to improve your team.
Association Assets
Just because the series is over, doesn’t mean the learning has to end. NHPA has a vast collection of resources available to you including podcasts, webinars and training modules.
Podcasts
Tune into one of NHPA’s three podcasts for industry insights, interesting stories and takeaways to help your business grow. “Editorially Speaking” explores key topics independent retailers need to know to run their businesses. “Taking Care of Business” features industry experts, wholesale executives and retailers. And “Tell Me More…” highlights interesting stories and anecdotes from retailers across North America.
Webinars
NHPA regularly hosts webinars covering a variety of industry topics. Past webinars have educated viewers on retail metrics, project management methodology, diversity and inclusion and personality profiles. The webinars are led by industry and business professionals with helpful information for anyone in the industry.
Training
NHPA makes training easy with its comprehensive training resources. Trainer’s Toolbox includes best practices for merchandising, operations, product knowledge and selling skills. These online resources include downloadable presentations, infographics and trainer’s notes. NHPA also offers tools and guides for human resources, marketing and operations, and 14 product categories.
