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More Than a Hardware Store:
Creating Connections That Keep Customers Coming Back
by Olga Hayes, Accountant, MHA
In today’s competitive retail environment, you must go beyond simply selling tools and materials. Customers are no longer just looking for products; they want knowledge, experience, and confidence in their ability to complete projects.
You compete with more than the store down the street. Customers can order almost anything online and have it delivered to their doorstep, sometimes the same day.
So, what can you offer that an online shopping cart can't?
Knowledge, experience, and connection.
One way to build those connections is by offering workshops, demonstrations and community events that transform your store from simply a place to purchase products into a trusted resource.
Think about the customer staring at a wall of plumbing supplies who isn't quite sure how to fix that leaky faucet. A short DIY workshop can give that customer the confidence to tackle the project—and introduce them to the products and expertise available in your store.
A kids' building day can bring entire families into the store. You could even have a little Halloween fun with pumpkin decorating or a spooky DIY yard décor project.
Seasonal events are another strong opportunity. A store could organize:
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