Ace Hardware Blog

Eliminate Mold and Other Organic Growth

Every once in a while, a new product comes out that seems like a winner.  This last month, Chris Hart, the resident paint expert in our Milton store,found one called “MoldAvenger”.  It is a 100% biodegradable, industrial strength cleaner for mold, mildew, fungus, dirt, grease and algae. 

According to the sales literature, it utilizes the latest in enzyme technology to provide a safe solution to mold and mildew stain removal.  When used as directed, MoldAvenger effectively cleans, removes stains and delays re-growth of mold and mildew for up to 12 months.  It inhibits organic growth by the elimination of the bacterial host environment, or food source for mold and mildew.  It can be safely used on virtually any surface, both inside and outside.   

To me, this all sounded too good to be true.  The front door of my home is shaded by the attached garage and roof.  It’s an area that frequently stays moist.  That is the perfect combination for mold and algae growth.  At least twice a year, I use a pressure washer to remove the growth, only to have it return shortly thereafter. If MoldAvenger could actually inhibit the re-growth of the mold and algae, I could save countless cleaning hours a year!  I decided it was worth a try.

The actual cleaning process was not exactly awe inspiring.  After applying the product, I agitated it with a brush and let it sit for 15 minutes then followed up with a 1500 PSI spray from a pressure washer.  I did notice the process was faster than normal and seemed to achieve a much more evenly cleaned surface than without the MoldAvenger (the pictures speak for themselves).  Unfortunately, it was far from an effortless project.  The real test will be whether the mold and algae reappears as rapidly as before.  Stay tuned (or ask Dave) to find out!  MoldAvenger is available at Dave’s Ace in various sizes from $7.99 to $29.99.

Why Buy a Grill at Dave's Ace

Today is Monday and actually supposed to be my afternoon off.  This is the day I attend my Rotary Club meeting, run errands and usually get home in time to meet my daughter at the end of the driveway where the school bus drops her off.  Today though, after Rotary, I decided to come back because I had a lot of writing to catch up on.  Between the two newsletters AND the blog, writing is almost a full time job!

About an hour ago, Todd asked me if I would mind taking a break and deliver a Weber gas grill.  For those of you that don't know, when you purchase Weber gas grill at our stores, we assemble and deliver it to your home for free.  I was happy to do it and, as a matter of fact, just returned.  We've offered this service for so many years that quite frankly, I've just come to assume it's normal procedure.  Apparently I was mistaken!

The folks whose home I delivered the grill to were so impressed that any store would offer such a service.  In fact, the husband told me that having us offer assembly and delivery at no additional charge was easily the deciding factor in choosing our store to make the purchase.  The interesting thing to me is that we sell the same Weber Gas Grills that many other stores do and at the same price.  Why would anyone choose to haul there's home themselves and spend an afternoon assembling it when they could have gotten their grill at one of our stores?!  Sometimes I just can't figure people out.

Wouldn't Happen Here!

Like a lot of people, my wife Lori now uses a digital camera to take her photographs.  She is a scrapbook enthusiast, so she takes a LOT of pictures!  About three weeks ago, she visited one of the large pharmacies in Janesville to print those pictures.  She was enticed to give them a try because she had noticed a promotion in the paper for 17 cent prints (I guess that is a good deal).  After she had completed the process, she was advised the prints could be picked up the next day.

Being the helpful husband I am (at least I think so); I agreed to retrieve the pictures on my next trip to Janesville.  The task seemed rather straight forward and was successfully accomplished with little difficulty.  Upon arriving home, I proudly presented Lori with the completed pictures and the receipt.  My pride was short lived when Lori looked at the receipt.  Despite the special price of 17 cents being written on the photo envelope, the cashier charged me 26 cents each. 

Being in the retail business, I realize anyone can make an honest mistake and I have no reason to believe that's not exactly what happened.  After a call to the store, we were advised to simply return the pictures and the receipt to receive an appropriate refund.  At the time, it seemed like a fair request.

A couple of days later, Lori made her way to the store.  She thought she was all set.  She had the pictures.  She had the receipts.  Upon re-telling her story to the cashier, a supervisor was called.  She knew what to do!  She would simply credit the overcharge to Lori's credit card.  The only problem was (I'll bet you know where this is going!) Lori had HER credit card and the pictures were charged to MY credit card.  Unfortunately, citing company policy, the supervisor would not release the ill-gotten funds.  I guess it didn't matter that the initial mistake was made by the store cashier AND the store was now in possession of our money AND Lori had already made one additional trip to the store.  Not looking forward to making yet another trip to the store to recover the money that was rightfully hers, Lori suggested a few alternatives.  "How about a store credit?"  "How about a gift card?"  "How about crediting a different credit card?"  "How about opening the drawer and giving her cash back?"  Answer....."NO, NO, NO, NO, it's against store policy".

Beat down and with little fight left in her, Lori retreated home to share her story.  Store makes mistake, store offers to correct, store makes customer jump through hoops on multiple days to recover less that ten measly dollars!!!  Frankly, I couldn't believe it!  This is not the way to treat a customer.  This is surely not the way we treat our customers!  Don't get me wrong, we make mistakes too.  The difference is that our mistakes would require only one trip to correct and any of the options that Lori suggested to the Pharmacy supervisor would have been possible.  Not only that, our staff members (all of them) are empowered to do what is right and fair.  According to the Dave's Ace "Systems" book I authored and provide to our staff:

"In all instances, you have my blessing to handle any customer service issues on your own.  The only requirement is that you treat each customer as you would want to be treated "if the tables were reversed".  Sometimes it takes an investment in time or money to maintain our reputation for extreme customer service.  I am willing to make that investment." 

Well, today I took the "correct" credit card to the store and successfully recovered our $9.32 overcharge.  It seemed like a lot of trouble to correct someone else’s mistake.  Quite frankly, this is not rocket science.  I will never understand why businesses can't just be fair and treat customers the way that they would want to be treated.  As long as I am in charge at Dave's Ace, you have my commitment that we always will.

Lost Your Pond Products Supplier?

Yesterday, I took a call from a lady that wondered if we carried a specific pond product that she had always purchased from the "Pond Professor" in Janesville.  She explained that the owner had closed his retail business and is now doing "pond consulting" full time.  Apparently, his website directs customers to an on line source to purchase products, but she didn't want the added expense of paying shipping charges and she didn't really want to wait.  Fortunately for her and everyone else, Dave's Ace Hardware has a good selection of NurseryPro by Auquascape products in stock and ready to be added to your personal pond!  It didn't take her long to come in and get the products she needed.

Two years ago, we combined efforts with Shawn Wenzel of Aquatic Innovators. LLC.  At that time, Shawn was operating a Pond installation business as a sort of sideline to his regular job.  Since he didn't have a store to display his products, he asked if we wouldn't mind offering him some space on our shelves.  Today, we have his products in both our Milton and our Evansville stores.  We even have a beautiful, full featured pond on display at our Evansville location. 

Whether you are in need of a few supplies or are interested in creating your own "back yard oasis", between Aquatic Innovators and your friends at Dave's Ace Hardware, we have what you need.

We're the Mosquito Magnet Experts for the Experts

If you've done business with any of our staff, you already know they'll  go out of their way to help with any problem you may have.  One of the things we are especially good with is Mosquito Magnet sales and service and no one is better than our General Manager, Todd Hesgard.

Last year, Dave's Ace Hardware in Milton, became one of only a handful of dealers trained and authorized to repair all currently produced Mosquito Magnet insect traps and it has been an interesting year!  After receiving the "crash course" in repair and service in the spring of 2006, Todd decided he wanted to further expand his knowledge of the machines.  In the fall of 2006, he and I took a trip to the American Biophysics headquarters in North Kingston, Rhode Island.  There, Todd really had an opportunity to hone his skills by working alongside their factory service technicians.  Mostly, I stood around and watched.  I am really amazed at how proficient he has become!

Word has gotten around that Dave's Ace Hardware in Milton, Wisconsin is the place to have your Mosquito Magnet repaired.  Not only that, it is also the place that other authorized servicing dealers have chosen to gain the knowledge to improve their own repair skills!  Today, Todd shared his troubleshooting skills with a couple of gentleman from another service center.  These guys are very good at what they do, but apparently, they had a few traps that were not cooperating with their best attempts at repair.  Fortunately, Todd was willing to offer expertise to them in a way that is very similar to what he offers each and every customer that chooses to shop at one of our stores!  I'm pleased to report that all four of the traps he tackled, were brought back to life in short order!

Whether it's Mosquito Magnet service, paint color matching, screen repair or any other project that is important to you, our staff is ready and willing to help you get the job done right!

   

History of Dave's Evansville Ace

This afternoon, while visiting the Evansville store, I had the pleasure of seeing my friends Gordon and Margret Brigham.  For those of you who don't know, Gordon and Margret owned and operated the Ace Hardware (formally the Coast to Coast) store on Main Street for many years.  They had just returned from their winter stay in Arizona.

After I purchased the Milton store, in 1991, I became acquainted with the Brigham's through dealer meetings and various other Ace Hardware functions.  Although we were always friendly, I never really got to know them well until my wife Lori and I were planning our 1995 wedding.  It was going to be an outdoor event at the Olbrich Botanical Gardens in Madison and Lori really wanted something a bit more dignified than the Caribbean steel drum band I suggested (No, I'm kidding.  I didn't really suggest that).  She thought a harpist and flute player (I know there is a word for that, but I'm sure I can't spell it) would really set the mood.  As I asked around if anyone knew a good harpist, the name Margret Brigham came up.  I was surprised to find it was the same lady I knew from Evansville.  Not only that, she insisted on playing as our gift!  Needless to say, the wedding was a rousing success (we're still happily married).

Sometime in 2002, I got a call from Gordon and Margret.  They were thinking about selling their store but didn't want "just anyone to have it".  Fortunately, the person they wanted to entrust with their store was me.  On July 1, 2003, the transfer was made and on April 3, 2006, we moved to our current location. 

Sometimes, I get so busy with all I do that I forget about the circumstances that brought me to this point in my life.  Someday, I hope I too, am able to hand-pick the right person to take over and carry on my life's work.  I just pray they don't expect me to play an instrument in their wedding!

You Have Got to be Kidding!

I know.  You're probably thinking this is an old picture of my truck.  Look close at the date in the corner.  I just took it!  If it weren't for the following message I just received, I would not have bothered.

"JEFFERSON-ROCK-WALWORTH-
INCLUDING THE CITIES OF...JEFFERSON...LAKE MILLS...JANESVILLE...
BELOIT...ELKHORN...LAKE GENEVA
258 PM CDT TUE APR 10 2007

...WINTER STORM WARNING IN EFFECT FROM 1 AM TO 10 PM CDT
WEDNESDAY...

THE NATIONAL WEATHER SERVICE IN MILWAUKEE/SULLIVAN HAS ISSUED A
WINTER STORM WARNING...WHICH IS IN EFFECT FROM 1 AM TO 10 PM CDT
WEDNESDAY.

SNOW OR A COLD RAIN IS EXPECTED TO DEVELOP OVER SOUTHWEST
WISCONSIN THIS EVENING...BEFORE SPREADING INTO PARTS OF SOUTH
CENTRAL WISCONSIN LATE TONIGHT. THE PRECIPITATION WILL TURN TO
ALL SNOW BY LATE TONIGHT AND LAST INTO WEDNESDAY EVENING.

8 TO 10 INCHES OF HEAVY WET SNOW IS EXPECTED BY EARLY WEDNESDAY
EVENING. UP TO A FOOT OF SNOW IS POSSIBLE ALONG THE KETTLE MORAINE
RIDGE FROM JEFFERSON INTO WALWORTH COUNTY. THE HEAVIEST SNOW SHOULD
FALL FROM LATE TONIGHT THROUGH WEDNESDAY. EAST TO NORTHEAST WINDS
OF 20 TO 30 MPH WITH GUSTS TO 40 MPH MAY CREATE BLOWING AND
DRIFTING SNOW AS WELL."

You've got to be kidding!  It's April 10th and I was planning on mowing my lawn tomorrow.  Well if it's any consolation, we still have a pretty good selection of snow shovels and snow/ice melting products in stock.  This may even be a good time to pick up a new ice scraper for your car.  At any rate, if we do get the snow that is predicted, DRIVE CAREFULLY!  We can't afford to lose even one of our good customers.

Weekend Hours

As our days become warmer and longer I occasionally have folks tell me, "You could make a lot more money if you stayed open later!"  I'll be the first to admit, they are probably right.  I know what it is like to be in the middle of a Saturday job and suddenly realize you need just one more thing to complete it.  You jump in the car and run to the store only to realize it is 5:30 pm and Dave's Ace is closed!  Or worse yet, it is 3:30 pm on a Sunday afternoon and the store is closed!  Don't you wonder, "WHAT THE HECK IS DAVE THINKING!?"

Allow me to explain.  I decided many years ago that our success depended at least as much on helpful, friendly and dedicated staff members as it did on being able to sell hardware.  Although most people could work 50 or 60 hours a week (including weekends), most would not care to keep that kind of schedule for very long.  I believe our long term formula for success depends on associates who have chosen to dedicate themselves not only to Dave's Ace, but also to serve our customers and friends with friendly expertise.  That is not easy for a short term employee to offer.  Offering our staff the opportunity to work reasonable hours that still allow for valuable family time is an important part of that equation.

Occasionally, I have considered offering summer and winter hours.  This is not totally unheard of in the retail business.  I have, however, always resisted the temptation because I know customers who come shopping at a later hour in the summer will most likely be disappointed and possibly upset when they attempt to do business at the exact same time later in the year, only to find the store closed due to winter hours.  For that reason, I have committed to never cutting back our store hours.  We will and have extended our hours of operation but have never cut them back.

Have you ever walked towards the door of a retail store only to have someone lock the door in your face?  Unfortunately, I have!  In addition to maintaining regular and consistent store hours, we also pledge to never lock our doors before our posted closing times.  In fact, our systems manual states that no entrance door will ever be locked until at least one minute after our posted closing times.  Not only that, if a customer is walking towards the door as we are about to lock it, they will still be invited in to make their last minute purchase.

So, even though I may occasionally take some heat for "intentionally losing money" due to my choice of evening closing hours, I think you'd have to agree.... Dave's Ace's policies are always designed with the best interest of our customers, friends AND our incredible staff members in mind!

Beat the Rush!

Today, as I drove to work, I just happened to look at my thermometer.  It said 24 degrees (well actually it didn't say it.... I had to read it)!  This is not exactly spring-like weather; not even for Wisconsin.  I did feel a little better when I noticed our own Matt Yonke repairing a screen for one very forward thinking customer.  As most of us were thinking about putting the electric blanket back on our bed or putting an extra layer of insulation in the attic, this customer decided to beat the rush and have his window screens repaired today!  I wish I was that smart!

Typically, by this time of the year, our helpful screen repair folks are literally buried in screens waiting to be repaired.  Sometimes it takes as long as a week or 10 days to finish them because of the sheer volume we receive.  This year, however, our guys are feeling more like the "Maytag Repairman".

Whether you have a small basement screen or one even one of those giant sliding patio doors, aluminum or fiberglass, charcoal or silver gray, we can repair them all.  Just don't wait until it's warm.  Beat the rush and bring them in today!

Miss Me?

The regular readers of this web log (both of them) may have noticed some recent inactivity.  On Monday morning, my family and I left for a spring break trip to Las Vegas.  We are still in Las Vegas.  I am writing this post from the "Business Center" at the Embassy Suites Hotel on Paradise Road.  I love the Emabassy Suites!  In case you are wondering why I am not staying at one of the famous Casino Resorts on the "Strip", it is because this is a "kid friendly" vacation!

Lori and I let our nine year old daughter Savannah decide where we would spend this vacation.  The only stipulation we placed on her was that it had to be a destination we could use our Midwest Airlines frequent flier miles to get 3 tickets.  Come to find out, the ONLY two cities available were Atlanta and Las Vegas.

How do you do a "kid friendly" trip to "Sin City?"  Well.... it has been a little challenging at times.  So far, we have taken her swimming, shopping at Caesar's Forum Shops (to see the statues come to life), for a gondola ride at the Venetian, swimming and to 2 different magic shows.  Today, we are going to visit the Hoover Dam, go swimming and tonight we will see the Lance Burton magic show (is it becoming apparent that Savannah likes magic and swimming?).

Tomorrow morning at 6 a.m. we will depart for Denver and then back to Wisconsin.  I think we will need to rest a while to catch up from all our vacationing.  At any rate, I plan to Be back in the Milton store on Saturday.  Hope to see you then!