Retail Success Story: Home Hardware

This is an entry in the Storesupport Canada Retail Success Stories series. To see other success stories we’ve featured, click here.

Home Hardware has been a part of the Canadian retail industry since 1967, and it’s still going strong in 2019.

It’s not only their annual sales reports that are doing well – they are also innovating within the hardware sector and providing a great customer experience that continues to drive business in-store. For this reason, we are celebrating Home Hardware as a retail success story.

What makes them so successful? Read on…

Focus on Independence

While many brands offer franchise opportunities, Home Hardware seems to give a lot of opportunity to its franchise owners to make their store their own.

While being consistent across the country, each Home Hardware location also offers something a little different – which is a great incentive to head into the store!

Giving Back to Community

Part of giving franchise owners more opportunity is the wonderful community programming many Home Hardware locations offer. It truly feels like the business owners are a part of the community and invested in its success – beyond bringing in more customers and higher profits.

For instance, at the Home Hardware Building Centre in Magnetawan, a small community in Northern Ontario, in the past the franchise owners have donated merchandise for community contest prizes and hosted a community barbecue.

In other areas of the country, Home Hardware locations donate to local charities, help with community gardens, and give back to local food banks.

In Orillia, ON, the local Home Hardware celebrated “Mark Adams Day” on May 6, the 25th anniversary of Mark Adams – an employee with Down syndrome – working at the location.

Unique Offerings In-Store

Beyond that, Home Hardware’s merchandise has also stepped up in recent years. While they still offer building supplies, tools, and traditional hardware products, they also have other options – including an apparel section, unique gift ideas, garden centres, toys and games, and more.

The benefit of this is that it turns from a store where you might go to get deck-building supplies once a year into a location that gets marked down as a must-stop for your holiday shopping, or to find the perfect Mother’s Day gift.

Knowledgeable Staff

In addition to the merchandise, many Home Hardware locations also have staff who can help customers in-store. Storesupport Canada President Sara Clarkson recently wrote about how important this is for Hardlines Magazine.

And in many cases, the staff have been there for a long time – as is the case with Mark Adams in Orillia. Having the consistent staff presence means a better customer experience for customers, in particular those who make larger wholesale orders, like contractors.

Fun In-Store Events

Another way that Home Hardware keeps its in-store presence booming is by hosting local events. One popular attraction at some locations is an annual ladies’ night that offers prizes, expert talks, deals, and more.

Stellar Reputation

Home Hardware has also racked up its fair share of awards. In 2019, it was named as one of the Top 10 Most Trusted Brands in Canada by the University of Victoria’s Peter B. Gustavson School of Business. Home Hardware jumped 18 spots from 2018, ranking fourth on this year’s list.

They also ranked as a Trucking HR Canada Top Fleet Employer of Distinction.

And in 2018, Home Hardware placed first for best in-store shopping experience in Leger’s Customer Experience Index – which surveyed 20,000 Ontario residents.

What do you think makes Home Hardware a retail success story? Share with us on Twitter, Facebook, and LinkedIn. Storesupport Canada helps retailers and manufacturers make the most of their brand at retail and beyond. Contact us today to learn more by calling 1-877-421-5081 or visiting www.storesupport.ca.

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