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WORK ON. PLAY N. Bluetooth ® Wireless Technology Seamlessly stream music from mobile phones or other Bluetooth ® wireless technology enabled devices Hi-Fi Sound 40 mm high- y speakers for premium sound quality Integrated Microphone Make and take phone calls without having to remove the headset NRR 24dB Noise Reduction Rating 24 decibels 3M WorkTunes Connect Wireless Hearing Protector FEATURES • Simple singlebutton interface • Audio Assist for easy setup • Built-in rechargeable battery with charging cord • Auto shut-o with battery status indicator • Lightweight, low-pro design with soft, conformable ear cushions • Cord- and antenna-free Available now. For details call 3M Canada at 1-800-267-4414 3M and Worktunes are trademarks of 3M. Used under license in Canada. Bluetooth® is a registered trademark of the Bluetooth SIG, Inc. worldwide. © 2017, 3M. All rights reserved. 1712-10634 E BA-17-25227
EDITOR’S MESSAGE SIGRID FORBERG, EDITOR RETAIL IS A ONE-PERSON RACE It’s not a competition, but you do have competitors. I n this issue, we celebrate the 2017 Outstanding Retailer Award winners. If there’s one thing that all the ORA applicants have in common, it’s that they have a deep respect for the value of good service. Going above and beyond to make customers happy comes naturally. Part of it is a strategic choice. Any dealer who wants to stay competitive can’t afford to give surly, or even perfunctory, service. But every year, we’re blown away by the stories of dealers like David Sayer of Sayer Home Hardware in Hagersville, Ont., who “ provides free deliveries and installation for one of his elderly customers. While she’s not the only customer he does this for, David and his wife Cheryl will also practice yoga with her and she’s known for sharing her delicious homemade baked goods. It’s a culture of caring embedded in the store’s philosophy. It’s the difference between making your customers happy and making them feel like family. Going through the applications every year, there’s no shortage of stories like David’s. Every store has managed to find its place in its respective community and a way to meets its specific needs. Bill Wilson, our regular columnist and an ORA judge, outlines some examples of how this year’s retailers make their stores outstanding and what lessons you can learn from their approaches. In our regional spotlight on Ontario on page 42, we hear from dealers across Canada’s most populous province. While Every store has managed to find its place in its respective community and a way to meets its specific needs. ” it’s a market that steadily experiences healthy growth year after year, dealers must balance growing their businesses and staying true to the quality of service their customers have come to expect. As Carlo Guido, co-owner of Lakeview RONA in North Bay, Ont., puts it, there’s no sleeping on the job in this industry. The beginning of the year is a good time to review your policies on the business end, as well. We have a feature on succession planning on page 34. And our Selling to Pros column in this issue focuses on finding and retaining staff in departments that require a little more knowledge or experience. Some dealers have found creative ways to attract new employees and to incentivize them to stay on long-term. Finally, our show report on page 38 highlights some of the most interesting retail trends we saw at spoga+gafa last summer. The show, the world’s largest garden fair, held in Cologne, Germany, offered a lot of great examples of the innovative products we can expect to see in this growing category. Leading edge products, customer service, the business end of things—it’s a lot to manage. But it helps to know everyone’s facing the same challenges. And we’re here to support you with the information you need to help you best position your business for the year to come. sigrid@hardlines.ca www.hardlines.ca Hardlines Home Improvement Quarterly FIRST QUARTER / 20<strong>18</strong> 7
Page 1 and 2: H A R D L I N E S . C A C O N N E C
Page 3 and 4: TAIGA | HARDLINES AD JAN 2018 | 3.7
Page 5: COVER STORY THE ORA WINNERS 22 The
Page 9 and 10: Retailers Retailers Do you feel Do
Page 11 and 12: A MAJOR NETWORK WITH MAJOR BENEFITS
Page 13 and 14: KNOWLEDGE IS POWER. Stay in the kno
Page 15 and 16: SPANCAN ANNOUNCES NEW PURCHASING DI
Page 18 and 19: BY GEOFFREY McLARNEY ProductSPOTLIG
Page 20: NEWS SPOTLIGHT F LE UFA REALIGNS CO
Page 23 and 24: FEATURE SAYER HOME HARDWARE Marc Ro
Page 25 and 26: DESIGN DISPLAY RESETS RENOVATIONS W
Page 27 and 28: FEATURE DISCOVERY CO-OP Best Buildi
Page 29 and 30: May 9-11, 2017 Las Vegas Convention
Page 31 and 32: FEATURE ALEX YAKOVYSHENKO, HANEY BU
Page 33 and 34: HARDLINES CONFERENCE SHOW REPORT Da
Page 35 and 36: should just be another trigger for
Page 37 and 38: A first impression that lasts. Schl
Page 39 and 40: SPOGA+GAFA SHOW REPORT The level of
Page 41 and 42: Who are your future leaders? Give y
Page 43 and 44: Picton Home Hardware Building Centr
Page 45 and 46: the country, gets the word out abou
Page 47 and 48: community through leading by exampl
Page 49 and 50: C M Y C M THANK YOU TO OUR SPONSORS
Page 51 and 52: Competitive and Confident Orgill pr

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