17 minute read
The controlled chaos called hardware, at Slavens True Value.
from HBSD-1022
by ensembleiq
As the sign says: Karla Robson is the ‘Chaos Coordinator’ of the Colorado store.
At Slavens True Value, chaos is under control
PRODUCTS PLUS PEOPLE (IF YOU CAN FIND THEM) LEAD TO SUCCESS. By Tim Burke
Karla Robson, the manager of Slavens True Value in Cortez, Colorado, has been an employee of the hardware store for 36 years.
“I have a sign outside my office that says, ‘Chaos Coordinator,’” she said. “I feel confident that if I were to leave this job, my resume would include this title.”
The hardware manager thinks they have always worked in an environment of controlled chaos, but in the last few years the disruptions seem to have multiplied on both sides of the hardware store equation: Products and people.
No two days are alike, but the Slavens’ manager describes a ‘day in the life’ at her hardware store.
“In a nutshell — a day in my life is trying to source products, and ordering said products. I am no longer as concerned with price as years ago. Now it’s just, ‘does someone have it?’ Order all they have — it might be our last chance.”
In a “typical day” if there is such a thing, Robson comes in and does some daily paperwork; looks at the sales numbers and customer count from the previous day; takes time-off requests from employees; and hopes for applications from prospective employees — she usually doesn’t get any.
She spends her time seeing who is sick, or off, and tries to work the schedule around those folks, not overworking the few wonderful flexible folks she has.
Then the busy manager runs views, looking for outs, and sourcing their three main vendors: True Value, Orgill and Blish-Mize. (Multiple sources increases flexibility, but also increased complexity, she said.)
“We got such an influx of customers during Covid; and they seem to continue to shop. They have found the ‘perfect’ item online — and now expect the rest of us to know what it is, and have it in stock,” said Robson. “Probably
once a week I use Google to identify an item I’ve never heard of,” she added. Along with customer service, another challenge is employee recruitment and retention, she said. “We can find retired folks who are bored and want part time,” she said. “These folks are great. They know how to do many home projects. They are not great when it comes to carry out. Let’s face it, my 79-year-old plumbing guy does not need to be packing out a water heater or even a toilet for that matter. But he is a great resource to customers, because he knows so much,” said Robson. At the other end of the age spectrum, the under-20 group are whiz kids with computers and are great at carry out, but product knowledge and phone skills can be lacking, she said. The hardware manager offered some tips to help get through the daily chaos of hardware operations. “Patience, Patience, Patience. I don’t think the young folks are incapable. I think they have not been taught politeness, and simply saying ‘thank you’ and ‘please,’ and asking how to help someone,” she said. They have not been taught how to approach a customer, said “Patience, Patience, Robson. “They have not Patience. I don’t think approached anyone — ever the young folks are — they text everything. They incapable. I think they have not been taught politeness, and simply saying ‘thank you’ and are so used to living with constant entertainment, they don’t understand to offer help, offer suggestions, and don’t be too pushy.”‘please,’ and asking Through it all, Robson is how to help someone.” aware of the importance of —Karla Robson, nurturing the next generation manager, Slavens True Value of hardware store pros. “They know they can go down the street and get another job — everyone’s hiring,” she said. “We are raising the generation who will take over for us; we need them to succeed.” And another thing: “We cannot keep the kids we have working here,” she said. “Because they have been told they must go to college, and ‘hardware is not a career.’ Why would anyone say that to a kid?” We all need help with one thing or another, she said, hardware is a team sport. “If you can afford to, hire fewer, at a higher wage. Hopefully they will stay with you. And if at all possible, let folks buy in.”
Collated Cortex: Now available for Trex® Enhance!
Collated Cortex®, already available for the most popular composite decking boards, is now available for all Trex Enhance® board colors. This offers a beautiful finished look while speeding up installation and saving time. FastenMaster's exclusive Spotter Installation Guide is specifically designed for fastener placement in the Trex® Enhance board, ensuring a proper connection into the legs of the board profile. For more information visit FastenMaster.com
NEW Spotter Installation Guide Designed for installation of Trex® Enhance board Compatible with all other Cortex offerings
FastenMaster.com 800·518·3569
FastenMaster® and Cortex® are trademarks of OMG Inc. Copyright © 2022 OMG, Inc. All rights reserved. Trex ®, Enhance® , Select ®and Transcend ® are either federally registered trademarks or trademarks of Trex Company, Inc., Winchester, VA.
Meet the GenNext
Five industry leaders for today … and tomorrow.
By The HBSDealer editors
The hardware and building supply industry has a reputation as demographically challenged, especially when it comes to the age of those making decisions.
But on the following pages are five representatives of what we call GenNext — the future generation of industry leadership. They come from all segments and bring varied skills to their positions. But they share a passion for the industry and showcase the kind of opportunities that ambitious professionals can find in this industry.
The stories of these five leaders were discovered through email solicitations and reaching out to stakeholders everywhere. Obviously there’s more to GenNext than contained on the following pages. But you have to agree, this is a good start.
If you see leadership potential, let us know at news@hbsdealer.com. It’s a people business, and we intend to spread the word.
DANIEL BRICKER
PANEL DEPARTMENT MANAGER, LBM ADVANTAGE
Daniel Bricker is LBM Advantage’s Panel Department Manager.
Bricker, 38, leads a team of five associates, manages five Northeast reload locations, and negotiates and oversees contract programs. And in doing so, Bricker has solidified himself as a leader not only among his peers but also within the industry.
At the buying group’s New Windsor office in Upstate New York, Bricker is often called upon to lead the charge when starting new projects and consistently employs process improvement strategies that have increased efficiencies. A recent example is his automation of contracting with mills.
Bricker also serves on several committees at LBM Advantage, including NextGen — a professional development program geared towards youthful, emerging leaders at the buying group — along with the Forest Products Committee.
The panel department manager says he determines success by the value he brings to customers. Apart from that, he measures success by the development of his colleagues.
Bricker says he strongly believes in an engaged staff and works closely to ensure their short and long-term professional goals are reached.
“At LBM Advantage, we strongly believe in data-driven decisions and take a quantitative approach to our market strategy, Bricker said. “We proactively target the marketplace; we are not a reactive forest products division or cooperative. We accomplish this goal by leveraging our member’s collective volume by facilitating large-scale block buys to lower their costs.”
A career in the LBM industry wasn’t originally on Bricker’s radar. But as a college student, a career involving financial markets appealed to him during a summer internship on Wall Street.
After graduating from John Jay College of Criminal Justice, and with six years of retail experience, Bricker was hired at ENAP (the predecessor of LBM Advantage) and found the competitiveness of commodity trading satisfying. He quickly moved higher within the organization, first as an assistant trader, then trader, followed by Panel Department Manager.
During his tenure, Bricker says his greatest challenge has been market volatility over the past few years. Bicker notes that unprecedented swings in prices have taught him many lessons and added perspective, which will aid him in the years to come.
Aside from the many wonderful people in the industry, Bricker says he found commodity trading rewarding because it is competitive, face-paced, and analytical.
To those considering a future in the industry, he says “go for it! The industry is filled with tremendous people, manufacturers, builders, and retailers.”
LBM Advantage is one of the nation’s largest lumber and building cooperatives with over 500 members and over 1,200 locations in 43 states. DIRECTOR OF IT, BUSY BEAVER
Adam Gunnett is the director of IT at Busy Beaver Building Centers, which earlier this year opened its 25th neighborhood home improvement center.
The new store features an array of state-ofthe-art technologies — and a robot.
Automation comes in the form of Badger Technologies’ autonomous robot equipped with Badger Retail InSight software, which scans the entire store every day and alerts management to out-of-stock and misplaced products. The firm also uses Pricer electronic shelf labels.
Gunnett talked about when he first started in hardware.
He commented on what he like about the hardware business.
“The uniqueness of the hardware business is what I love and has kept me engaged. Customers typically enter our stores with a problem or a project. I am still amazed by the number of different problems that have been introduced by customers and subsequently the number of solutions that have been offered by our staff. I appreciate that every day can offer a new, unique challenge,” said the IT director.
What’s the best advice Adam has heard?
800.444.7313
STEFANIE COUCH
DIRECTOR OF SALES, AMERICAN BUILDERS SUPPLY
Before the pandemic, when the HBSDealer Top Women program was in its infancy, the organizers went looking for names of people who were committed to advancing the industry and the role of women in it. One name quickly emerged: Stefanie Couch.
Her career began at her father’s retail lumber yard in North Georgia where she worked through college.
That approach helped her grow sales more than 10x during her six years as an inside sales rep for millwork at Boise Cascade. And after a couple of promotions, she recently took on the role with the Florida prodealer American Builders Supply—part of the Kodiak Building Partners family of companies—as director of sales for central Florida.
So far, so good, she says.
“Immediately after beginning the interview process, I knew ABS was different because they have a culture that embraces innovation and change,” she said. “The entire team was welcoming, and I felt right at home from the moment I got here. The value added by ABS helps their customer have a competitive edge. I am also excited about the opportunity to lead a women’s leadership initiative at ABS and grow with the organization.”
In addition to promoting the role of women in the business, she’s a firm believer in building lasting relationships between supplier and customer. And the foundation of that belief runs back to her family business.
“It is a choice for our customers to decide to initially choose and continue to do business with us. We should make sure it is a pleasure for them to make that choice over and over,” she said. “Sales in general, but especially building industry sales, is personal and relationships are paramount. Never let a decision that feels good for you today hurt your customer relationship and trust in the long run.
“The best sales advice I have ever received came to me throughout my time working with my dad in our local lumber yard. He always told me to run your business with your customer and their needs in the forefront of your mind. Always do the right thing even if it is difficult or inflicts you pain in the short term — and it will come back to you tenfold.”— Couch
OPERATIONS MANAGER, 84 LUMBER
He originally intended to work in another industry that was “impacted significantly” by the pandemic, says Chris Moudy. “Fortunately, I was called by 84 Lumber for an interview and ran with it from there."
Since that job interview, and being hired by the Eighty Four, Pa.-based prodealer, Moudy’s career has taken off.
After beginning as a Manager Trainee in 2020, he was promoted to a manager position within four short months. And in March, Moudy was recognized as 84 Lumber’s 2021 Rookie of the Year while serving as the co-manager of the dealer’s Clovis, Calif., location.
Now an operations manager in Georgetown, Texas, the 27 year-old says he tries to focus on being a better associate, leader, and person every day.
“I evaluate my own performance, starting with what I did well and building on that and then shifting my focus to the areas of opportunity and putting together a course of action to improve,” Moudy says. “I allow myself to cherish the small victories, but I quickly shift gears to what needs to get better to be the best version of myself for 84 Lumber, and for everyone I interact with.”
Moudy points out that 84 Lumber “does such an amazing job of outlining what is possible with this company.
“Anyone from anywhere can make an amazing
career for themselves as long as they are willing to work hard. 84 provides all of the tools, the training, and the dreams. You just have to wake up, show up, and care,” Moudy says.
Now working in the Austin, Texas market, Moudy says the population and demand for housing have “exploded” during and after the pandemic. The operations manager works with home builders day in and day out to service their needs, including a customer base that is 95% residential construction.
“With the growing demand and success of the housing market here in Austin, it has not been without growing pains,” Moudy points out. “Each and every day we start and end our day making sure we do everything in our power to ensure we can supply the much-needed materials to our customers and home builders. The biggest issues this industry runs into are transportation and material shortages.”
Despite obstacles, Moudy says hard work always pays off in the end. “You can take a drive in your hometown and see the tangible impact you are having. You can see the homes, businesses, and communities built by either your hands or the materials you provided,” Moudy explains. “You can go to bed every night knowing you’re making a difference, and leaving things better than how you found them."
“This industry provides one of the few fundamental human needs in order to survive and grow,” Moudy added. “People will always need shelter, and lumber, in particular, is the only 100% renewable resource.” O wner Eric Smith says one thing you can count on in hardware: Each day’s plans change.
Eric Smith started with Petersburg Hardware in 2004 working for his future parents Dennis and Sherry Bishop. He was initially hired to take a dying side of the store, cellular phone sales, and make it grow.
Eric spent countless hours growing what was a small kiosk in a hardware store into one of the top dealers in Southern Indiana.
Five years ago, Petersburg Hardware co-owners Dennis and Sherry, along with their daughter Robin Smith and her husband Eric, expanded a 5,500 square foot, tri-level convenience style store into a 28,000-sq.-ft. shopping destination.
“Yes, we are a large store, but we still keep the small-town values and hospitality,” related Robin Smith.
Family owned and operated since 1995, ownership was transferred to Eric and Robin Smith early in 2021.
“Our biggest success for employees is being a family. We care about what each person is going through in and out of the store.
What does Eric like about the business?
“First, I genuinely like to help people, whether it’s finding the right product or just advice which leads to the next thing, problem solving. I love a good challenge, and I love to help people figure something out. Last but not least, I enjoy seeing and working with my wife Robin every day,” he said.
Also, what does he find challenging?
“The most challenging part of the business is how quickly plans can change. In a matter of seconds, your plan or goal can completely change. Sometimes it can change several times. You have the day planned out, and within the first five minutes your day is changed,” he said.
“It can be completely pushed back 2-3 days due to shipments, customers, employees, or weather. Some days I feel like I am battling a never-ending game of whack-a-mole. You just keep hammering at the next project, next issue and next challenge that arises,” said Smith.
What’s the best advice Eric has passed along?
“...I allow myself to cherish the small victories, but I quickly shift gears to what needs to get better to be the best version of myself for 84 Lumber, and for everyone I interact with.” — Moudy “...I love a good challenge, and I love to help people figure something out. Last but not least, I enjoy seeing and working with my wife Robin every day.” —Smith
ERIC SMITH
OWNER, PETERSBURG HARDWARE
