Hardware Retailing

FEB 2017

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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Page 104 of 118

HARDWARE RETAILING | February 2017 98 see an old hardware store. But we try to keep up with the times," Aaron says, adding that the vintage feel comes along with a packed house. "You can't sell it if you don't have it," he says. "We do have a big inventory, and that's why we're successful. We don't let our old building hold us back from the times, but the building helps us sell it at times." Inventory and a classic approach aren't all of the store's charm either. It's also an attitude that a customer's problems are the store's problems, and a survey conducted several years back proved to the owners that their approach was what London and the community wanted. "Our customer base did not want to see us move anywhere. A lot of them were really adamant about it. The old building is just part of our image," TJ says. "We have people who take the time to show customers how to finish a project or where to find that last item they need. You don't get that anywhere else. We'll fix your problem, and everybody's happy." Fulfilling Area Needs Located roughly half an hour west of Columbus, Ohio, London is near a multitude of competitive interests. Whether it's big-box stores or online sites that can put a product on someone's doorstep the next day, Dwyer Bros. has expanded its offerings to keep up with its competitors. A large part of that push has been expanding sales from homeowners and individuals to the contractor customer base. Aaron calls the store a kind of wholesaler for the surrounding community, and it's a role that has only grown as the needs of its customers have changed. Specifically, plumbing and electrical have been areas of need for pros that Dwyer Bros. has fulfilled. "We go very deep into commercial sales in plumbing and electrical," Aaron says. "We act like our town's wholesale house in those departments. We've broadened our image to be so much more than an old hardware store with vintage wooden floors." That attitude of fulfilling the community's needs is also a driver behind Dwyer Bros.' newest endeavor: lumber. When an area competitor closed, the London area was left without a local supplier, Aaron says. This was something that the Dwyers didn't want to see continue. Their answer was to add a lumber One of the largest expansions for Dwyer Bros. Hardware has been an attached paint store. More recently, the store opened a lumber department after an in-town competitor closed its doors.

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