HHIQ_3Q_17_Complete

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FEATURE remind dealers and Canadians alike of its Canadian heritage. And other retailers like Castle and TIMBER MART are also amping up their efforts to increase their presence in the Quebec market. ECOMMERCE, ECOMMERCE, ECOMMERCE Just a few years ago, no one would have ever thought you could sell hardware or building materials online. Now, it’s crucial to have an omnichannel business plan. That means much more than simply having a basic website—you need to have active social media accounts and your site needs to be up-todate and informative because it’s often the first (and last) place your customers will choose to interact with your brand. That also leads into the bricks-and-mortar side. Dealers need to be very conscious of building a complete retail experience. Merchandising, product knowledge, and customer service are all important factors in this. More and more, dealers are looking for ways to lock in customer relations training and product knowledge training to make their stores destinations for consumers in search of not only products, but knowledge about how to use those products. COMPETING FOR THE CONTRACTOR The Home Depot and Lowe’s are fighting hard for that lucrative contractor customer’s loyalty. Home Depot is replacing its single contractor counters, and installing a series of smaller desks where each contractor can be served separately by a store associate. And the company has carried out a closer review of the brands that appeal to pros and increased the availability of job-lot quantities. Stores also have designated pro parking, special carts for pros, and “fastlane” checkouts for contractors. Lowe’s is also investing heavily to woo contractors and trades. With the expectation that housing is going to hold steady, the company has high hopes for its contractor Buying groups year-over-year changes Buying group 2015 2016 Change Groupe BMR $1,200 $1,200* 0.0% Castle Building Centres $1,875 $1,950 4.0% Delroc Industries $750 $713 -4.9% Home Hardware Stores** $3,930 $4,114 4.7% ILDC $2,650 $3,800 43.4% Sexton Group $1,885 $1,800 -4.5% TIMBER MART $2,840 $2,800 -1.4% TORBSA $350 $371 6.0% TOTAL $15,480 $15,548 0.4% *BMR sales not included in 2016 total to avoid double-counting against ILDC membership ** Sales by Home’s building centre and home centre members only TOP FOUR 42.4% Rest of the industry 12.4% Canadian Tire Retail* 16.8% Home Depot Canada 13.0% Home Hardware 15.0% Lowes Canada and pro business to continue to expand. It also doesn’t hurt that its Reno-Depot banner, which came with the RONA acquisition, is targeted at contractors and heavy DIYers. INDEPENDENT EDGE So what can we learn from this data that will help the independent stay competitive with all these factors at play? Independents have an advantage over their larger-scale competitors: they’re flexible. Being able to pivot your business plan in response to your customers’ needs is a real asset. And owners BIG BOX SALES Home Depot Canada Lowes Canada* Kent* Rest of the market $7.7 16.8% share $3.9 8.5% share $0.3 0.6% share $34.0 74.1% share 0 $10 $20 $30 $40 *Sales from big boxes only BILLIONS (or designated employees they trust) are in the store every day with their finger on the pulse. The most successful companies find and develop their niches, but don’t neglect the other sides of their business in doing so. It’s important not to put all your efforts into your ecommerce store and let your bricksand-mortar location fall apart, or vice versa. Some customers may come to you for something specific they can’t find elsewhere, but don’t overlook potential online customers you could also build relationships with and cultivate loyalty as widely as possible. 24 THIRD QUARTER / 2017 Hardlines Home Improvement Quarterly www.hardlines.ca
POWER THROUGH A 10-HOUR WORK DAY 3M pro safety products are designed for pros, built for real-world performance, and engineered for comfort that lasts. 3M Disposable Respirator with Cool Flow Valve — 8511 3M Respirator with Cool Flow Valve — Paint Project Quick Latch 6502QL 3M Securefit Eyewear — SF400 Available now. For details call 3M Canada at 1-800-267-4414. 3M and Cool Flow are trademarks of 3M. Used under license in Canada. © 2017, 3M. All rights reserved. BA-17-24039 170608925 E
Page 1 and 2: H A R D L I N E S . C A C O N N E C
Page 3: HOME IMPROVEMENT QUARTERLY THIRD QU
Page 6 and 7: NEW YORK • PARIS • TORONTO •
Page 8 and 9: QUARTERLY BUSINESS CONDITIONS FIRST
Page 10 and 11: NEWS SPOTLIGHT FLE CANAC EYES ONTAR
Page 12 and 13: NEWSROUNDUP OF THE HOME IMPROVEMENT
Page 14 and 15: NEWSROUNDUP LOWE’S CANADA INTRODU
Page 16 and 17: NEWSROUNDUP CRBSC REORGANIZES FOLLO
Page 18 and 19: BY GEOFFREY McLARNEY ProductSPOTLIG
Page 20 and 21: EXECUTIVE INTERVIEW BERNIE OWENS TI
Page 22 and 23: 22 THIRD QUARTER / 2017 Hardlines H
Page 26 and 27: BY MICHAEL McLARNEY FEATURE These 2
Page 28: WSB TITAN RANK 2015 2016 change # 1
Page 31 and 32: The eRetailer Summit is uniquely po
Page 33 and 34: SPRUCE COMPUTER SYSTEMS OF INNOVATI
Page 35 and 36: WITH GREAT PURCHASING POWER COME GR
Page 37 and 38: November 14-15, 2017 Sheraton on th
Page 39 and 40: At the Norton/Saint-Gobain Abrasive
Page 41 and 42: WE’RE STRONGER TOGETHER No matter
Page 43 and 44: Hipperson Home Hardware and Nelson
Page 45 and 46: found that consumers were more like
Page 47 and 48: WHAT SHOULD BE REVIEWED FOR BETTER
Page 49 and 50: Come to support the winners, leave
Page 51 and 52: A Strong Partner Orgill helps us wi

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