Ace Hardware Blog

Let Us Help You Save Time

Finally.  It's beginning to feel like spring.  Hopefully the snow and cold are nothing more than bad memories.  It won't be long now before the grass turns green, the leaves start to bud and the MOSQUITOES BEGIN TO HATCH!  Fortunately, you have a Mosquito Magnet (you do, don't you?  If not, we can help.).

Now's the time to make sure it's ready for another year of action.  As the Midwest's Mosquito Magnet leader, we're ready to help.  Whether it's tune-ups, repairs, parts supplies or propane, we offer it all.  This year we're pleased to announce a new service as well.  It's called Mosquito magnet maintenance Express (MMMX) and it's an easy way to simplify your life!

Basically, MMMX leaves all your regular maintenance worries to us.  Our experts will come to your locations eight times throughout the summer and exchange tanks, replace the octenol and empty your nets.  If your trap should become disabled, we'll even leave a loaner while yours is taken back to the store for repair!  The price for MMMX is $79.99 per month or $379.99 for the entire 5 month season.  Imagine spending less time taking care of your Mosquito Magnet and having more time to actually spend in your yard.

We are also offering an enhanced service we call MMMX+ which in addition to the benefits of MMMX, also includes free repairs, a winter tune-up, storage and delivery back to your yard next spring!  Costs range from $449.99 - $589.99 depending on your unit.

For more information, stop into our Milton store or give us a call at 608.868.2843 and ask for Todd or Dave.

Something New

Ace hardware conventions are very, very big.  It frequently takes me a whole day to simply walk (not much time for stopping to talk) through the entire display.  By the time the end of the day comes, my feet are pretty sore and I'm really tired!  Fortunately, during the recent Ace Hardware convention in Dallas, I ran across a vendor that manufactured (among many other things) electric chair massaging pads and foot massagers.

It was the end of the day so I decided to "take a load off" and try our one of the pads and foot massagers.  I wasn't expecting much, but I have to admit, they worked really well!  The chair pad feels like someone is rubbing their fists up and down your spine.  It also provides heat and a bit of vibration and sells for $129.99.  The foot massager works even with your shoes on, vibrates and also provides heat.  It sells for $34.99.

As you can see from the picture, these items have already proved quite popular with our staff so if you'd like to try it out yourself, you may have to stand in line!  It really is the best seat in our house.   

The Key to Success is Cheaper Than it Looks!

Have you noticed that many newer vehicles use plastic headed keys that seem much larger than they need to be.  I used to think it was to make losing them much harder (kind of like the reason old gas stations used to attach a piece of 1 x 6 lumber to their restroom keys).  Although a good guess, it is wrong!

Many vehicle manufacturers have begun implanting transponder chips into the key heads.  Each chip has a unique code that will only work in the vehicle it was intended for.  This is an attempt to thwart would be car thieves.  Unfortunately, its also effective in thwarting owners who want to purchase a cheap duplicate.

Until recently, the replacement keys were only available from the specific vehicle manufacturer.  This often came at a fairly steep price (well over $100 each!), but as usually happens with new technologies, the prices are coming down.  At least they are coming down at Dave's Ace Hardware in Milton.  Last fall, we took the plunge and purchased the equipment to read and write the codes on a large percentage of chip keys currently in use.  In fact, we can now duplicate keys for about 75% of the cars and trucks that use them (still can't do Ferrari's, Porsche's, Lamborghini's, Mercedes, Bentleys, etc.  Sorry!).  The bigger news is we can do it while you wait for between $49.99 and $69.99!  While that is more expensive than a typical house key, it's far less expensive (and more convenient) than going back to the dealer.

If you're curious whether you even have a chip key, stop at our customer service counter and insert yours into our special key analyzer.  It will instantly tell you if you're the lucky owner of a chip key and perhaps more importantly, whether you should be even more careful not to misplace your only other spare key!

Happy Spring!

There's just something inherently wrong with snow on the first day of spring!  This is what our greenhouse looked like on Friday, March 21 after I finished plowing snow off the parking lot.  Fortunately none of our plants have arrived yet.  Depending on he weather, we usually take our first delivery around the third or forth week in April.  If this is any indication, we may have to wait until May this year.

According to the TV, Madison, WI officially topped 100 inches of snow this winter which sets a new all-time record.  I don't know about you, but that is a record I'd prefer not repeating any time too soon.

I had to laugh.  One of our special spring promotions is for a "four step" lawn fertilizer program.  Usually it begins with a pre-emergent crabgrass preventer, but this year I am suggesting a 50 pound bag of ice melter instead!  In all seriousness, though, it won't be long before we can all get back to our lawns and gardens. 

Spring is also one of the best times to apply grass seed, so whether you are over-seeding and existing lawn or starting a new one, we have the quality seed and starter fertilizers to make your project a big success. 

Stop in soon.  We'd love to show you what's new at Dave's Ace hardware.

No Room at the Inn

Last Thursday, my wife, daughter and I went to Dallas, TX to attend the spring Ace Hardware Convention.  Our flight left late in the afternoon and arrived at about 10 p.m.  Once we arrived, we were surprised to see it had snowed!  The temperature was in the 20's.  We picked up our rental car and drove to the hotel.  Upon arrival, we were advised that several of their guests had been forced to stay another night since so many flights were canceled (guess they don't do airport snow very well in Dallas).  Unfortunately, we were told they'd made arrangements for us to go to a different hotel down the road.

Upon arriving at the replacement hotel, we checked in and carried our bags to the new room.  Imagine our surprise when we opened the door and found the room already occupied!  Fortunately for us, the folks were from an Ace store in Morris, MN and had  been ejected from the same hotel as us.  Understanding our plight, they invited us to come in and use their phone to call the front desk.

Once I got customer service on the phone I told them how happy I was with the room but wondered if they could send us 3 roll-away beds since the room apparently included ANOTHER COUPLE!  40 minutes later, a bellmen arrived with a new room key.  We got our luggage to the new room only to find it was a "conference type" room.  Big table, chairs, wet bar, and one queen sized bed that folded out of the wall!  Obviously that wouldn't do for three of us.  About a half hour later, a roll-away bed arrived.  I got 5 hours of sleep.

I left early Friday morning for the Ace show.  Lori and Savannah ate breakfast, schlepped the luggage to the rental car and returned to our original hotel to check in...... but they still didn't have a room.  Back to the other hotel they went.  There, they checked into a different room (and weren't too happy about it either!).

Saturday Morning I got up early and went to the Ace show and once again Lori and Savannah hauled the luggage to the car and went to check in at the original hotel.  It was about 11 a.m.  This time, luck was with them (sort of).  The hotel actually had our room but the desk clerk advised them that "check in is not until 3 p.m."  Obviously, this was the wrong thing to say to a lady that just moved her luggage for the forth time.  After a bit of negotiating, they found a suitable room and allowed her to check in.  Although we finally got the room we wanted (for one night), we weren't exactly wowed by the experience.

When I think about it, it was a lot like how I've been treated at other businesses.  Some times things don't work out exactly as we plan but we always try to do the best we can for our customers.  Sometimes it's hard to explain how unexpected problems arise, but I've always said, "problems are really opportunities to exceed our customers expectations".   Solving problems is what sets us apart from all the other retailers.   It seems that many people have come to expect mediocre resolutions.

When dealing with problems, our staff is empowered to "error on the side of generosity" and to treat our customers as they would want to be treated themselves.  It seems like common sense to me.... but if it was common, everyone would get it.  Fortunately for Dave's Ace, too many other business simply don't! 

Practice Makes Perfect!

Last week, Todd Hesgard and I spent a few days in sunny Knoxville, TN (actually it was snowing!) at the Woodstream Company's Mosquito Magnet Headquarters. 

In case you hadn't heard, Woodstream purchased the assets of the American Biophysics Company (AMB) early last year after AMB filed for bankruptcy protection.  Since then, Woodstream has been working feverishly to improve the service level Mosquito Magnet owners receive.  Fortunately for Dave's Ace customers, we have been offering professional service and repairs on Mosquito Magnets since 2005.  As one of only a handful of certified "Platinum Service Providers" in North America, we have earned a well deserved reputation for excellence (sounds like I'm boasting!).

Anyway.... back to Knoxville.  We joined a group of eleven other service providers to share techniques and brush up on our diagnostic skills.  We  also learned about a new on-line resource for certified service providers which will make ordering and tracking parts much more efficient.  In addition, we learned the new process which will finally allow us to perform fast in-warranty service, so customers will no longer be forced to ship their units back to he factory (something we've been asking about for years).

Last year we performed service work on over 400 Mosquito Magnets from all over the country.  We even did some of the harder jobs that other shops were unable or unwilling to tackle.  Our customers ranged from individuals told by big box stores "it's not our problem" to local hardware stores sending them in on behalf of their customers (apparently demonstrating yet again the difference between them and the warehouse stores!).  For 2008, we have completely renovated our service area including increasing our capacity to test 14 units at one time (we always run repaired traps at least one hour before returning).  We stock every part for every currently produced model (Defender, Liberty and Liberty Plus) and have the knowledge and experience to ensure your machine continues to suck up those pesky blood sucking mosquitoes.  This year our goal is to provide the fastest turn around times possible (usually 3 days or less). 

Next time you are in the store, be sure and ask Todd or me to show you our repair facility.

Kids On Stage Show a Success

Last weekend the Milton Optimist Club presented their 19th annual children's production.  This year's show was called "Wooing Red Riding Hood", a spoof on the story of Little Red Riding Hood.  In addition to the Little Red Riding Hood character, there was a Medium Purple Riding Hood (played by my 10 year old daughter Savannah, shown at left), Big Green Riding Hood, an Evil Queen, a King, a UPS Driver, a Big Bad Wolf, a Fairy Godmother (of course) and many other uniquely strange and bizarre characters.

The show included a number of "commercials" for local businesses including a hard hitting advertisement for the Garden Weasel available at Dave's Ace Hardware!  The whole show lasted almost 2 hours and was followed by an opportunity for fans to have pictures taken with their favorite stars and even get a few autographs too!

Can you imagine working for over two months with a group of 3rd through 8th graders (I have a hard time dealing with one!)?  Although there were a lot of folks who contribute to the shows success, Julia Foster-Armstrong, Lois Skatrud and Mark Burdick deserve special recognition for their effort this year and in years past.  Congratulations to all.

Dave Does Washington (DC)

For the third time in four years, I had the honor of going to our nation's capitol to visit with lawmakers regarding issues important to independent hardware retailers.  As the chairman of the North American Hardware Association's Legislative Leadership Council, I was actually representing thousands of independent retailers!

While in Washington, I spoke to Senator Herb Kohl (D-WI), Congressman Paul Ryan (R-WI) and staff members from the offices of Senator Russ Feingold (D-WI), Congresswomen Tammy Baldwin (D-WI) and Congressman Ron Kind (D-WI).  While it was apparent that each person I spoke with did not agree with everything I suggested, they were all receptive and appreciative of my efforts on behalf of small business people throughout Wisconsin and the United States. 

I am already looking forward to making an appearance in 2009.  Who knows, maybe I'll  meet our new president (but most likely not).

Interesting Read

Those of you who are regular shoppers at our Milton store have grown familiar with the big red and white "spaceship looking" object in our parking lot.  For the last few months, it's just sat idly, waiting for the opportunity to collect discarded aluminum cans and pay the depositor for them immediately.  It seems like a good idea, but unfortunately, the City Hall has other ideas!

Last week, Jim Lyke, a friend, customer and (ironically) a member of the City of Milton Plan Commission published an article in the Janesville Messenger, highlighting some of my recent government run ins.  With his permission, I am sharing it with you here.  For more of Jim's previous writings, be sure and visit www.jimlyke.blogspot.com .

From the Sunday, January 20, 2008 Janesville Messenger:

          EVEN THE BEST INTENTIONS CAN TRIP OVER RED TAPE

When you walk into Dave Warren’s Ace Hardware store in Milton, you see a lot of red. It’s in the Ace logo, and it’s the color of the shirts worn by all of Dave’s helpful staff.

But lately, Dave has been seeing a lot more red than he would prefer.

Specifically, it’s in the form of red tape.  And it all began because of his self-described fanaticism about customer service.

How serious is Dave about customer service?  He’s written a 50-page manual on the subject.  He makes sure his employees are thoroughly schooled on providing it.  And his efforts have been noticed, even meriting a cover story on a national trade publication titled “Wow! Service that exceeds expectations!”

In that spirit, Dave decided to add a cappuccino machine for his customers.  Dave had always offered free coffee, but now cappuccino, hot chocolate and spiced cider were also provided free.  Even better, any donations you made for enjoying your hot drink were turned over to the Milton Food Pantry.

Enter the Rock County Health Department.

            They decreed that Dave couldn’t provide these warm fuzzies without something called a three-compartment sink.  Apparently, you need one part of the sink for washing, one for rinsing, and one for sanitizing.  That sounds fine for commercial applications like restaurants, but for providing free cups of cappuccino?  Well, Dave discovered in a hurry that when it comes to government, resistance is futile.  So rather than spend $1000 to remodel the store for a three-compartment sink, the cappuccino maker was history.

            A year later, the Health Department struck again, this time at Dave’s other Ace Hardware store in Evansville.  Apparently disappointed that a cappuccino maker didn’t turn up on the premises, the inspector instead focused on the air pots used to serve the free hot coffee.  The pots couldn’t be used unless the store had a three-compartment sink.  Evansville, say goodbye to your free hot coffee.

            Apparently, these three-compartment sinks are the answer to the world’s problems.  Maybe if we sent one to Iraq, the Sunnis and Shiites would sit down over a cup of Joe and agree to live together in peace and harmony.  Indeed, I feel very fortunate to be alive, having drank coffee for the past 20 years in a filthy, disease-ridden, one- or two-compartment world. 

            Not content with a mere spanking at the hands of the authorities, Dave decided to incur yet more governmental wrath. This time, his crime wasn’t customer service; it was environmentalism.

            A few months ago, Dave placed an automatic aluminum can recycling center in his parking lot.  It’s a pretty slick device.  You insert your empty cans and the machine weighs them and pays you cash on the spot.  It’s kind of like a big vending machine, only in reverse. 

            There was only one problem.  It wasn’t that there was a city ordinance prohibiting such a machine.  There was no city ordinance at all.  Basically, nothing in the city’s code says what to do about a red-and-white mini-silo that rewards your recycling efforts.  So until it is addressed, the recycling center sits idle, a quiet monument to the greatness of America, the country with the world’s cleanest, most sanitary coffee makers (Caution: Hot!).

            I sit on the Milton Plan Commission, charged with the task of figuring out how to let Dave run his recycling center.  For two months, everything from this center’s placement on the property to its treatment in other cities to its visual appeal - or lack thereof – has been debated.  If we continue along the current path of amending the city ordinance to allow Dave’s machine as a conditional use, it could take another two months.  I’m a member of this government body, and I’m frustrated.  I can’t imagine how Dave feels. 

            He probably feels a lot like his brother Mark.  Mark also owns a Milton business, American Awards and Promotions.  The front of Mark’s store had a swell awning with the company logo on it, until a nasty wind gust came along last year and shredded it.

            No problem, right?  Just put up a new one.  Uh, not so fast, Sparky.  Since the previous awning installation, the city sign ordinance had changed.  Before Mark could replace his awning, he had to clear more hurdles than an Olympic athlete.

            By the time it was over and his new awning was up, four months had passed.  An ordinance intended to ensure a more pleasing appearance for city businesses had instead done just the opposite, subjecting Milton residents to a season of viewing the hideous skeletal frame of an awning.  Personally, I have yet to recover.

            But maybe a nice cappuccino would do the trick.

Dave's Ace on You Tube

Who would have ever thought our Milton store (and me) would be on You Tube? 

A few years ago, Bob Pickett, one of our regular customers, entered and won an Ace Hardware sweepstakes.  His prize was a two minute shopping spree.  Anything he could fit in as many carts as he wanted, within two minutes, was his to keep!  It was really fun and as I recall, he made off with several thousand dollars worth of loot!  Fortunately Ace Hardware reimbursed me for the promotion.

Anyway, his son Joe, an independent film maker from New York City, always wanted to recreate the event.  Shortly before Christmas, Bob and Joe approached me with a request.  They wanted to use the store after hours on Sunday, December 23 to do some filming.  To their surprise, I agreed.

The purpose of the film was to create a new music video for a Milwaukee based group called the Buddyrevelles.  Surprising as it seems, I had never even heard of them!  When the store closed on Sunday, a whole group of band members, and the film crew arrived.  They needed a few extras so my ten year old daughter Savannah and I volunteered.  If you'd like to see the result, go to http://www.youtube.com/watch?v=-wcMbF4-xaY . It's actually not too bad (if I don't say so myself!).

Who knows, maybe in a few years I can give up the hardware business and move to Hollywood.