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Operations

Inside the Acquisition Strategy of Gordon’s Ace Hardware

acquisition strategy

Mergers and acquisitions are powerful forces in home improvement retail. The rate by which they’re completed has risen by 58 percent in the U.S. in the last decade, and in 2017, the total of all such deals amounted to $1.9 …

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Using Digital Strategies to Grow Closer to Customers

digital strategies

  Finding ways to grow closer to customers is paramount for independent home improvement operators. By establishing a more personal connection with customers, retailers can solidify their reputations as must-shop destinations.  Zach Williams says how home improvement products are marketed, …

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Troubleshoot Your Customer’s Furnace With This Guide

furnace

If you serve customers who have gas furnaces in their homes, keep this troubleshooting flowchart close to the service counter and the phone. Train your staff on each step of the guide so they are prepared to answer any follow …

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Discover 4 Benefits of the NRHA Vision Process

NRHA Vision Process

As a former general manager of seven home improvement centers, Kim Peffley knows the importance of creating a resourceful team and establishing a culture that supports its success. Now as an NRHA Vision Process consultant, she helps teams understand how …

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CTL University Puts NRHA Training to Work

training

When the leaders at Clarence Thomas Ltd. Home Center (CTL) in Fish Bay, Tortola, British Virgin Islands, made the decision to invest in their employees by offering online training, they had no idea how popular the program would become. Initially, …

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How Social Media Impacts Interviews

social media

Keeping your eyes out for potential new hires is critical for retail success. These days, you have many resources to help you determine if a candidate will be a benefit to your operation, including their social media profiles. Stacey Furtado, …

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5 Operations Tips From the 2019 NRHA STIHL Foundations of Leadership Conference

Foundations of Leadership Conference

The 2019 NRHA STIHL Foundations of Leadership Conference took place on the show floor of the 2019 Independent Garden Center Show at McCormick Place in Chicago. The site was also home to the first annual Independent Home Improvement Show, presented …

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Animal Lovers Make Good Customers

animal

Lochard Do it Center is for the dogs—and cats. The business, based in Sidney, Ohio, holds several events to benefit the Shelby County Animal Rescue Foundation (SCARF) throughout the year. “We invited SCARF to host adoption events at our store,” …

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Watch the dynamic lineup of speakers and panels from the 2021 NHPA All-Industry Conference.


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Focus on the Customer and the Employees as a Person

Learn how Zappos has developed its strong company culture from the company's customer research lead Alex Genov.

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View all 2021 Conference presentations