It’s hard to believe that 2022 is on the horizon!!! Here’s a glimpse of some of the new products & ideas we have brought into our hometown hardware store inside Wilkes County Hardware in 2021.
A look back at 2021…
Tag Archives: customer service
Nailing Things Down
Six years ago we began our journey into hardware store ownership. It was an exciting time, a plan was emerging from our minds on what we envisioned happening in our new business.
Our official name became Wilkes County Hardware. Many folks still refer to us as Wilkes Hardware and wonder where Harvey is… lol he hasn’t owned the hardware store for many years. Gerald Lankford owned the store for 10 years before selling it to us. Harvey was the owner before Gerald.
Gerald stayed with Richard for the first year so that he could learn all aspects of the business, including the pools.
The first year is still pretty much a blur… we decided to add a point of sale computer system instead of a basic cash register so that inventory could be monitored closely, & new fixtures went in. A major highlight of year one was the filming of our hardware store on NC Public TV.
In the next few years, we added staff, continued to add new products into our lineup. One neat find inside our walls … when we opened up a space near the front entrance and found two doors that had been covered up for many years with pegboard. The captions that follow along with the pictures will chronicle the rest of our story.
Logistics
Logistics… in the business world, this is essential & crucial part of doing day to day work. The logistical problems of 2020-2021 brought about by a pandemic event has made it even more difficult for business to be carried out. 😳The supply chain difficulties have been unprecedented! The hardware business has unquestionably been impacted by logistical problems.
What are we truly talking about when we say the term logistics?Logistics is the management of the flow of things from an originating point to the point of consumption. In essence, how resources are acquired, stored, transported to an ultimate final destination.
Please bear with me a moment & I will share a simple example…Making your morning coffee, you need a coffee pot, water and coffee right??? Your resources must be available- water, coffee, coffee maker, & electricity in order to get brewing. What happens if one of those things becomes unavailable??? No coffee right??? 😢😢😢😢😢
During the height of Pandemic life many people were stuck at home. Many people turned to the world of internet shopping in order to meet the wants/needs of their lifestyle. Internet orders skyrocketed! I’m sure this is not news to most of you as you read this. Let’s go back to the intent of this blog post… logistics. The pace of transporting goods to customers skyrocketed. Goods weren’t moving quickly to meet the demand of the consumer. The logistical line was broken. Pandemic life and logistical issues were commonplace.
I think the general assumption was that 2021 would rectify the problems of logistics and the supply chain. That has not happened thus far.
From a business owners standpoint, we can see so many issues in convergence at one time and point. Here is a quick overview of a few issues we see each week when it comes to ordering for our customers.
1. Raw materials shortages( metals, resins/plastics, pvc, peat, electrical components, pool chemicals…) I could go on but… well the list is long😳
2. Shipping delays from issues directly at port, staffing, increasing costs, congestion at port areas…
3. Allocation buying- limits being placed on what you can purchase
4. Bulk buying of 3rd party resellers… ultimately makes products unavailable for us( businesses) to purchase and increases your price online 😳
5. Trucking issues- equipment & staffing issues.. and more
6. Many companies are now staffing employees in shifts around the clock in order to try to keep up with consumer demand. It takes a bit of time to add an entire new shift, (ie..3rd shift into your business model)
7. The reality of what is actually happening from our customers standpoint maybe slightly different. The topic of conversation sometimes comes up when they ask for a product and we may/not have it on shelf at that moment. We have heard lots of outlandish viewpoints on the pandemic, some are thought provoking, and others very poignant.
8. Richard and I are “digging” into our available inventory each week in order to keep our shelves stocked. That may mean items are new, or temporary replacement items until our tried and true brands can become available for purchase again. Keep checking back with us for a specific item if we don’t have it on hand. Items often go out of stock for a few weeks and become temporary unavailable.
9. FYI: Hands down the most requested item in 2020 & 2021 mason jars and canning lids!!!
As logistics concerns continue into the last portion of 2021, we are dedicated to the process of vigorously working through shortages, allocation buying and grimacing through the third party resellers who gobble up much needed items of our customers.
Lastly, my thankful words to our loyal customers and friends today, we truly appreciate you dearly for shopping local with us. The more you shop local, the money can stay within our community and add buying power for our small business.
Splashing into Summer
Memorial Day is fast approaching, for many people, this holiday weekend is the unofficial beginning of summer. It is also for us, one of the busiest times of the year.
Pool season has already been underway for us… lots of prep before the pools can open safely. Many people may not be aware, but we do the day to maintenance on two local pools.
The extra effort, hours, and labor usually comes after we close our doors each day or before we open in early morning, so that these pools can be accessible to guests when they need them. Days are often long during pool season.
Richard was very thankful to have Gerald’s experience & expertise in the pool business when we purchased the hardware store 6 summers ago. Gerald was very gracious and stayed with Richard that first summer to help him through that first big pool season. We are extremely thankful for Gerald and all of his knowledge, & kindness that he continues to share with us each visit in our hometown hardware store.
Local Pool owners are returning to Wilkes County Hardware in order to begin the process of opening up their pools, gathering pool chemicals, & having pool water tested…(The trail of unusual water bottles samples has started… from jelly jars to empty water bottles. Each water bottle sample is unique to each pool customer.) Some folks are doing great with pool maintenance and are just stocking up on pool supplies.
One significant change this year is the absence of chlorine tablets due to ongoing shortages. We have “plunged right into the waters” answering phone calls, & taking questions regarding chlorine tablets.
At this point, we are currently out of stock in chlorine tablets. We have plenty of granular chlorine available for purchase in 25 pound tubs and 100 pounds. We are hopeful that the shortage will not continue.
One notable conversation point that has been noticed, is that some customers are unsure about how to use granular chlorine.
Granular chlorine works in a very similar manner as one would shock the pool water & usage of granular is the same as “shocking” the pool.
In order to use granular chlorine effectively, take a clean 5 gallon bucket add some pool water then add granular chlorine. You never want to add water after the granular chlorine, it could create a volatile reaction!!!! Always begin with water. Stir mixture … 15-30 seconds … with a suitable “stick” (wooden paddle, handle, pvc pipe). Pour about half mixture into pool and add in more pool water into bucket and stir again. Pour remaining granular chlorine solution into pool.
As always, we are available to answer any questions you may have in regards to your pool. Richard spends on average 10-15 minutes with each pool water test he completes, answering & doing a quick analysis for each customer… at no charge to the customer.
We hope that each customer will leave empowered with knowledge of how to “dive” into pool water chemistry and have fun splashing safely all summer long.
Hardware Lingo
Are you familiar with the term Lingo???? Lingo could be defined as special terms or vocabulary of a particular group, or field. Or simply Jargon.
How strong are your lingo language skills???? Are you proficient in many lingo languages???
Do you speak or have the capability to decipher social media lingo??? IG, DM, Messenger, blog, insights, algorithm, stories, FB Marketplace, Tik Tok… shall I go on???
Every profession has lingo or vocabulary that only those who work there become proficient in the lingo, case in point, IEP, PDP, 504, EC, AIG, Canvas, weebly, wiki… shall I continue???
The teacher vocabulary was rich in lingo terms. Richard’s eyes used to roll back in his head when teacher talk began with another teaching professional, preferring a quick exit out of the conversation and he would just leave us to talk.
I’m sure that as you are reading this your mind is reviewing all the lingo terms you use in your profession. 🧐🧐🧐🧐
Hardware store work is no exception, hardware terminology/lingo seems to be as vast as our Midwest Fastener aisles… no kidding!!! 😂😂😂😂
The terminology is immense and no specific area of the hardware store seems to be immune to the lingo… fasteners… grade 8, metric, carriage bolts, wood screws, finish nails,toggle bolts, washers, taps, nuts, & hex bolts. I must say the terminology seems to never end in this section…
Plumbing- pvc, cpvc, pex, faucet stems, flange bolts, flapper… don’t even get me started on pipe threading terms… 🙄
Lawn and Garden: Diatomaceous Earth, pre- emergents, male & female garden hose adapters, spade,D-handle shovels…
Needless to say, each area of our store is strong in hardware lingo language and it has been an amazing journey to learn this new hardware store language.
In order to communicate effectively with our customers, you must be able to fully interpret what their hardware store needs are when they are shopping inside your store.
Sometimes hardware lingo terms are used to fully describe the need. But not always is it clear what they are seeking, it might be an exploration mission to piece together a puzzle in order to find a solution. Regardless, our task is to use the language we are given and find a solution to the current problem at hand.
Interpret the lingo and find solutions… communication is key. If communication is not clear, or confusing then it is much harder to have a relationship with the customer.
Ultimately, that is why we are here doing business… to serve our community with our hardware store knowledge and skills. Our talents do not lie all in the same area, Richard, myself & Wayne’s skill base are all different.
We try to pair our customers each time they enter our doors with the right staff person that “fits” the current hardware store need.
Building relationships is a huge part of what we do each and everyday. Working to build that strong foundation of returning customers who can trust our knowledge (hardware lingo language included) and giving assistance in finding what they need.
The Hardware Life - A wife's journey into the hardware business 