BOPIS. AR. VR. Technology available to retailers can feel like an alphabet soup of terms, and it can be difficult to sort out what each term means and how it can benefit your operation. Below, Hardware Retailing offers a brief explanation of what each type of technology is and the ways you can use it in your business.

1. Augmented Reality

Similar to virtual reality (VR), AR allows the user to combine virtual experiences with their physical world. In retail, AR can be used to create virtual fitting rooms, offer shoppable catalogs and let a customer see helpful information or special deals as they point their camera at different parts of the store.

2. Buy Online, Pickup In Store (BOPIS)

The premise is simple: A customer buys a product online and then comes to your brick-and-mortar location to pick it up, either in the store or curbside. During the pandemic, BOPIS was a lifeline for many retailers who couldn’t open their doors to customers because it allowed them to still sell products.

3. Internet of Things (IoT)

With IoT, different parts of our lives can “talk” to each other, such as a smartphone connecting to a smart vehicle, or your smart home security system communicating with your lamps and lights. IoT can be used to track products through the entire supply chain process or to track real-time customer behaviors to tailor offers to them.

4. Quick Response (QR) Codes

QR codes are a type of barcode that contain various forms of data, like website links, account information and payment options. QR codes have been around for about 10 years and have a myriad of uses in retail, including sharing discounts and coupons, collecting feedback, accepting cashless payments and sending customers directly to your website.

Sources: Vend Retail Dictionary and Shopify, Retail Technology

Tech Insights
Retailers share their opinions on technology and e-commerce in a recent NHPA survey. See the results here.

Sitting in the front of the parking lot of Tecumseh Home Hardware Building Center Store in Tecumseh, Ontario, is a hot dog stand that offers an opportunity for young entrepreneurs to test out the waters of owning a small business. The stand has been a part of the store for several years and has been owned by several young entrepreneurs during that time, says owner Kimberly Seguin. One past stand owner even became an employee of the store after his hard work in the stand gained the attention of Seguin.

Currently, high school student Spencer Armstrong owns the stand, which he named The Doghouse. The Doghouse is open Saturdays and Sundays during the summer and serves hot dogs, sausages, cold drinks and a full condiment bar.

“The stand is a great way we can support our community and young entrepreneurs,” Seguin says. “It’s an excellent opportunity for them to learn and gain real-life skills.”

Armstrong aspires to have a career in accounting and has appreciated the experience he’s gained owning the hot dog stand, learning how to run a business and balance the books.

“I also really love meeting new customers,” Armstrong says. “They are all really nice, and I like being able to make small talk with them.
I’ve learned a lot through my experience.”

Read more Checkout stories about community outreach efforts here, including how Lilian Lumber Company Home Center recently celebrated its 110th anniversary, Burney True Value Hardware‘s customer events throughout the year and Jared’s Ace Hardware‘s bulk seed counter.

Engage with Your Customers
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Gasoline Can
No-Spill’s new 5 Gallon Fuel Can with ViewStripe™ features front and back windows to show users how much fuel remains in the can. This feature can also be found on No-Spill’s 1.25- and 2.5-gallon models. All No-Spill Portable Fuel Containers feature the innovative Push-Button Control with Auto-Stop™, a large neck opening for fast flow, a wide, stable design and a three-year warranty.

No-Spill | nospill.com or 913-888-9200

Microfiber Cleaning Mitt
The Spot Clean Paw Mitt is a microfiber and chenille cleaning mitt that soaks up water and dries off pets fast. It features an elastic band to keep the mitt securely on the hand, is machine washable and is available in a variety of colors.

Ethical Products Inc. | ethicalpet.com or 800-223-7768

Smart Water Sensor
The Phyn Plus Smart Water Sensor has been re-engineered to be 25% smaller. It features automatic water shutoff, customizable temperature and humidity alerts. When the sensor comes into contact with water, users are notified by an audible alarm and an LED light. It connects to a home’s existing WiFi network and is compatible with Amazon Alexa, Google Assistant and works with IFTTT for smart home integration.

Phyn | phyn.com or 877-749-6792

Folding Dining Table
COSCO’s Solid Wood Folding Dining Table seats at least four, is adjustable and folds flat for compact storage. It is constructed of solid wood and comes in a whitewash gray color with matching chairs. The table has a 200 lb. weight capacity.

COSCO | coscoproducts.com or 800-628-8321

Random Orbit Sander
Bosch Power Tools’ Brushless 5-Inch Random Orbit Sander features an ergonomic palm-grip design, compact body, a vibration-dampening element and an easy-to-reach on and off switch. It is available in a 12V or an 18V model, both with a speed selector switch and 6,000-10,000 OPM no-load speed. The sanders are compatible with Bosch’s mobile dust collection attachments.

Bosch Tools | boschtools.com or 877-267-2499

“Paintwise Regal Select Interior Paint is phenomenal. It has great hiding ability, flows really nice and is easy to work with.”—Kevin Haskins, Northside Paint

Interior Acrylic Paint and Primer
Benjamin Moore’s Regal^® Select Interior Paint is a 100% acrylic paint and primer mixed together, making it apply easily and smoothly. It is mildew-resistant and engineered with Gennex^® Color Technology. It is available in thousands of colors, including Ready Mix White and Ready Mix Black, and in flat, matte, eggshell, pearl and semi-gloss finishes.
Benjamin Moore | benjaminmoore.com

Ornamental Steel Fencing
VERSAI^® Ornamental Steel Fencing features a patented pin-hinge system that has no visible fasteners and allows racking without metal-on-metal contact, ensuring no metal fatigue or compromising of the powder coat. It adjusts to match landscape grade changes and can be fitted with accessories such as finials, knuckles, ball caps and rings.

Fortress Building Product | fortressbp.com or 866-323-4766

Hardwood Lump Charcoal
Ideal for smaller grills and backyard BBQs, Chunx Hardwood Lump Charcoal is crafted from dense hardwood and specially carbonized to remove impurities, resulting in hotter, longer and cleaner burns without sparks, pops, bitter smoke or excessive ash.

Jealous Devil | jealousdevil.com or 661-532-8767

Push-to-Install P-Trap
The Insta-Plumb P-Trap installs with no nuts, washer, tools or solvent cement required. The push-to-install, press-to-release connection attaches to 1 ½ -inch or 1 ¼-inch O.D. plastic drain pipes. They’re removable and reusable and can be repositioned for perfect alignment. The kit features a stainless steel grip ring that holds the connection tight and an o-ring for a leak-free seal.

Keeney Mfg | keeneymfg.com or 800-243-0526

Antimicrobial Paint
PPG Copper Armor™ paint contains Corning^® Guardiant^® technology that is proven to kill 99.9% of bacteria and viruses on painted surfaces, including SARS-CoV-2, the virus that causes COVID-19, in two hours. It is suitable for application in high-traffic areas such as health care, hospitality, office and educational environments, as well as residential applications. It is available in eggshell, satin and semi-gloss finishes, can be tinted to more than 600 colors and is zero-VOC. PPG Copper Armor also provides a mold- and mildew-resistant coating on the dry paint film.

PPG | ppgpaints.com or 800-441-969

Handheld Tool Box
A new handheld Shopbox from Montezuma helps customers keep tools and supplies organized, handy and secure when on the go. With Montezuma’s exclusive Triangle^® Toolbox design, the 15-inch-by-10½-inch Shopbox keeps contents in place, even when turned upside down. The handheld Shopbox has steel tines for organizing sockets and wrenches, two bin spaces, a tool platform and a large storage area. The carry handle with riveted cleats makes it easy to transport the Shopbox, and dual steel draw bolts with lockable padlock eyes secure the lid. The multitier, waterfall design allows customers to see all their tools at a glance.

Montezuma Storage | montezumastorage.com or 800-459-4409

Carbon Steel Roaster
Smithey Ironware’s Carbon Steel Round Roaster is designed to move from stovetop to oven to table. Because they’re hand-forged, each round roaster is visually unique and features hand-hammered handles with an easy-grip texture and pre-seasoned interior finish.

Smithey Ironware Co. | smithey.com or 843-619-0082

Automatic Rust Cleaning Tablets
Ty-D-Bol Rust Toilet Cleaner Tablets automatically eliminate rust stains with every flush. Each tablet features protective wrapping, allowing users to drop them into the tank with no direct contact with their hands or skin.

Willert Home Products | tydbol.com or 800-325-9680

Retailer Recommendations
Email us about products you can’t keep on the shelf. Include your name, your business name and reasons why you love it.

According to Insider Intelligence, a research firm that analyzes digital opportunities, by 2024 consumer retail spend via chatbots will reach $142 billion worldwide—a sharp increase from the $2.8 billion spent in 2019. With continuing staffing issues and increasing demand for technology from customers, chatbots provide an opportunity for more efficient customer service, boosted sales and reduced costs.

Why Add Chatbots?

Chatbots are considered conversational marketing tools, meaning they can drive conversations between you and your customers, closing sales and providing quality customer service.

• 56% of users would rather use chatbots than call customer support.
• 97% of consumers have neutral or positive experiences with chatbots.

How Can Chatbots Improve Your Business?

With chatbots answering basic questions and assisting customers online for free, fewer employees are necessary, and paid staff are free to use their time more efficiently.

• 41% of consumers use conversational marketing tools for purchases.
• 30% of customer service costs can be reduced by the use of chatbots.

Sources: Insider Intelligence; Outgrow; State of Conversational Marketing report, 2020, Drift; Digital Customer Care in the Age of AI, 2018, IBM

Next-Level Customer Service
Discover how QR codes can boost in-store customer service here.

Representatives for the North American Hardware and Paint Association (NHPA) are taking the association on the road—in stores and on industry show floors in the U.S. and Canada, and even further abroad.

NHPA chief operating officer and publisher Dan Tratensek recently completed a trip to Copenhagen, Denmark, where he attended the 2022 Global DIY Summit. He also toured Danish home improvement stores that ranged from discount consumer-focused operations to 24-hour-a-day lumberyards. Continue reading to learn more about these store visits.

Silvan
A leading Danish DIY-focused chain that operates stores throughout the country.

While Silvan’s 42 shops are located in both urban and suburban areas, the retailer’s focus for growth is on its urban store formats. The urban locations, like the one Tratensek toured in the heart of Copenhagen, focus on providing urban dwellers with everything they might need to make their homes comfortable. The stores even offer bicycles with a large basket in the front for customers to use and ferry products to and from their homes.

At roughly 1,000 square meters, this downtown store location offers everything from live plants to lightbulbs and offers about 6,000 SKUs of products. The two-level structure is located in a historic building with a large sign inside the entrance sharing the building’s history and a large map outlining the store’s layout.

Stark City 24-7
A lumber dealer that caters to Copenhagen’s professional contractors and tradespeople.

Stark is a 125-year-old company with 485 branches throughout Northern Europe. In 2021, the operation made more than $5 billion in sales.
One of Stark’s most unique features is that it is open

24 hours a day, seven days a week, to meet the needs of the market’s contractors who often want to start their days early.

The Copenhagen location Tratensek toured offers a full-service outdoor lumber facility and products located under a covered, drive-through area for easy picking and loading.

In addition to its full slate of building materials and lumber, the salesfloor offers everything from a wide selection of power tools and accessories to plumbing supplies, paint, workwear, shoes and safety gear. The salesfloor also includes a small flooring and kitchen and bath showroom.

Stark also offers its customers unique features like the ability to rent one of its tool vans. The van is fully stocked with a range of tools and customers can rent it for the day. Stark will even drop off at job sites a fastener box that comes completely stocked with fasteners to meet almost any need.

Jem & Fix
Denmark’s low-cost leader for supplying hardware and building products to contractors, tradespeople and the public.

Jem & Fix is a family-owned company with more than 124 stores in Denmark, 59 stores in Sweden and 11 in Norway. The store’s brand is built around its no-frills merchandising. It rarely offers promotions and does not offer a loyalty program. At Jem & Fix, price is the primary driver to capture customers.

The store features a broad selection of lumber and building materials as well as lawn and garden and outdoor living products. Customers can also find paint, plumbing, hardware tools and more.

Carl Ras
A third-generation, family-owned chain of pro-focused hardware stores with locations throughout Denmark.

Carl Ras’ 19 stores focus on selection and service, and the location Tratensek visited in Copenhagen is a gleaming example of high-performance retailing. In addition to an assortment of brands carried by the stores, Carl Ras features its own private-label tools and products.

Roughly 50% of Carl Ras’ sales are delivered directly to end users from its on-site warehouse. To keep up with this type of volume, Carl Ras has created a state-of-the-art warehouse with a sophisticated order processing and fulfillment system.

One of the tools it has implemented is a robot order picking system, which like the ones found at Amazon, uses a series of robots that run along a gridded track system to sort, pick and combine products into customer shipments.

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