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 108 of 118

HARDWARE RETAILING | February 2017 102 Newsmakers In addition to taking on new business endeavors, Hachborn strongly believed in developing Home Hardware staff and retailers and promoting from within. "Walter felt that you can find people with great attitudes and give them challenges," Davis says. "He was a big cheerleader for dealers and corporate staff constantly." The company has invested in business management and service skills training to ensure equal opportunities for staff and retailers. "We want to continue what Walter started," Davis says. Hachborn also prioritized high-quality customer service and maintaining Home Hardware's reputation throughout Canada. "Customers still want to understand that when they shop, whether it's online or in store, that they are cared about as a customer. We're known for our service and we will continue to do everything we can to remain the best in the industry," Davis says. Hachborn received dozens of awards and honors throughout his career. For example, he was named the Canadian Hardware Retailer of the Century in 1999, received a Lifetime Achievement Award from the Retail Council of Canada in 2007 and was inducted into the Canadian Business Hall of Fame in 2015. Hachborn appreciated those honors, especially since they came from within the industry, but he was a humble and frugal man, Davis says. "Personal success to him wasn't anything to do with money or prestige. He was successful if the dealers were successful," he says. When the company was planning a 50th anniversary commemorative book in 2016, Davis knew where he wanted Hachborn to sit for his photo—in his original chair from 1964, which he was still using in his office. "Here's someone who could have had the fanciest office you could imagine, and he had this ratty old chair that was falling apart. The arms were gone because he kept picking away at them," Davis says. "That was good enough for him. Making sure the dealers were taken care of was what he wanted." Davis reported directly to Hachborn in the 1980s, and one memory from that time comes back to him often. "Hachborn came into the office one day and put an acorn on my desk and said, 'Always remember what great things can come from small beginnings,'" Davis says. Hachborn credited the success of Home Hardware to the retailers and staff. "He was very proud of Home Hardware, but he was proud of all the people and what the dealers accomplished," Davis says. Home Hardware CEO Terry Davis (right) remembers the commitment of co-founder and former president Walter Hachborn (left) to ensuring Home Hardware retailers were successful and supported as independent business owners. " Personal success to him wasn't anything to do with money or prestige. He was successful if the dealers were successful. " —Terry Davis, Home Hardware CEO Continued from Page 100

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