Hardware Retailing

JAN 2019

Hardware Retailing magazine is the pre-eminent how-to management magazine for small business owners and managers in the home improvement retailing industry.

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HARDWARE RETAILING | January 2019 74 To set the social media tone, the Klem's Hardware team posts behind-the-scenes photos of the team in action. To Delete or Not to Delete Bettencourt says that she's been tempted to delete negative reviews in the past, but has decided against it. "I have never removed a review, but I have blocked someone from making comments," she says. "I've had reviews that called me a crook, that attacked me personally, but I've left them up." Bettencourt says deleting comments can be seen as ignoring a problem. Instead, she blocks users who post inappropriate content. "Some people are just looking to pick a fight. It's important to be the bigger person and rise above it," she says. If retailers find they truly need to remove a review, Bettencourt recommends first reaching out to the customer online to explain the reason for the removal and invite them to discuss the matter further with a member of a business's management if they wish. Bettencourt recommends retailers use the same tactics on social media as on review sites. "Take the same strategy no matter which site you're on," she says. "Stay positive, because people can see what you're saying, so make sure you're setting a good example." Ajax Wire Specialty Co. .............................................. 24 www.ajaxwire.com; 855-966-2529 Delta ............................................................................. 5 www.deltafaucet.com; 800-345-3358 Designer Greetings ............................................... 54-55 www.cardsmartstoreinastore.com; 800-654-6960 Do it Best Corp. ..................................................... 12-13 www.independentsdoitbest.com; 888-364-8237 Dosko ........................................................................... 1 www.dosko.com/hrm; 866-418-0474 Dutton-Lainson Company ........................................... 77 www.dutton-lainson.com; 402-462-4141 ECI Software Solutions ......................................... 70-71 www.ecisolutions.com; 800-588-5128 Fluidmaster ................................................................. 43 www.fluidmaster.com; 800-631-2011 Franmar ...................................................................... 44 www.franmar.com; 800-538-5069 Hillman Group ............................................................. 44 www.hillmangroup.com; 800-800-4900 House-Hasson Hardware Co. ..................................... 63 www.househasson.com; 800-333-0520 Howard Products Inc. ................................................. 16 www.howardproducts.com; 800-266-9545 HSI .............................................................................. 30 www.SLD-HSI.com; 800-334-5625 International Home + Housewares Show 2019 ......... 25 www.housewares.org IPG ................................................................................ 3 www.itape.com; 888-898-7834 Iron & Oak .................................................................... 1 www.ironandoak.com/hrm; 866-281-4509 Ironclad Performance Wear Corp. .............................. 21 www.ironclad.com; 844-200-5664 Lifetime ..................................................................... BC www.lifetime.com; 801-882-1326 Lighthouse for the Blind ............................................. 46 www.rapidfix.com; 800-542-3697 Lumax ......................................................................... 26 www.lumax.com; 844-660-6876 Maxim ........................................................................... 1 www.maximmfg.com/hrm; 888-376-0849 Metaltech Scaffolding ................................................ 31 www.metaltech.co; 800-363-7587 Midwest Fastener ................................................. 18-19 www.fastenerconnection.com; 800-444-7313 Mi-T-M Corporation .................................................... 45 www.mitm.com; 800-553-9053 Mr. Longarm ............................................................... 46 www.mrlongarm.com; 800-821-3508 NRHA All-Industry Conference .................................. IFC www.NRHAConference.com NRHA Membership .................................................... 47 www.nrha.org/membership NRHA Young Retailer or the Year ............................. 79 www.nrha.org/yroty Orgill Inc. ............................................................. 80-IBC www.orgill.com; 800-347-2860 Phifer ......................................................................... 7 www.phifer.com; 800-841-9473 Radia ........................................................................ 17 www.radiaproducts.com; 800-221-1083 Ray-O-Vac Corporation ............................................. 45 www.rayovac.com; 800-237-7000 Rust Patrol ............................................................... 28 www.rustpatrol.com; 713-244-8755 S-Line by Ancra International ............................... 29, 75 www.ancracargo.com; 800-626-8353 Simpson Strong-Tie Company Inc. ............................. 33 go.strongtie.com; 800-999-5099 Stihl Inc. ........................................................................ 9 www.stihlusa.com; 800-467-8445 Turfco ........................................................................... 1 www.gnedi.com/hrmtr; 866-397-8648 Woodland ................................................................... 27 www.pinecar.com; 573-346-5555 Wooster Brush Company ..................................... 11, 65 www.woosterbrush.com; 800-392-7246 AD INDEX *This index is provided for the convenience of our advertisers and readers. The Publisher assumes no liability for errors or omissions.

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