Ace Hardware Blog

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.

Absolutely Crazy!

Why are some businesses so stupid?  What is it about trying to save a buck today that causes otherwise good businesses to lose thousands of dollars tomorrow?  A few nights ago, while having dinner with two other couples, our conversation turned to restaurants.  One of our dinner mates began telling me about his recent experience. It didn't end like I thought it would.

Apparently, he and his wife had received a $75 gift certificate for an anniversary.  Although they were anxious to try out the well regarded eatery, they never seemed to get their reservation made.  After many months, they finally enjoyed an outstanding relaxed dinner.  "No wonder people speak so highly of this place", they thought.

When the server brought the bill, they placed the gift card on the tray, and finished their drink.  A few minutes later, the server returned with the bad news.  "I'm sorry, but your gift card has expired".  My friends were shocked.  The server could offer no explanation other than "she was not authorized to accept an expired card".

What exactly is the reason a business would turn away a customer who presents a card for which cash had obviously been exchanged.  In this case, there was no confusion regarding where the card was purchased or that some form of fraud had occurred.  The only problem was that it was "expired".  To me, that is an incredible "cop out".  It's like a trick which appears to encourage otherwise honest people into waiting a day too long, thus forfeiting hard earned money to the benefit of the business.  In this case, the restaurant may have felt like they "made $75", when in actuality, they have lost many times that in future sales and good will.

How many times do you think my friends have shared that story?  How many people have forgotten about the good food and service and now only associate that particular business with denying products after having already earned over a year's worth of interest on another's money?  What happened to my friends was unfair.  Any employee should have realized that. 

At Dave's Ace Hardware, all our staff is empowered to make decisions that are fair to our customers (even if it temporarily costs the business some money).  The people we employ are smart.  They possess better than average common sense and know how they would like to be treated "if the tables were turned".  If they are not sure how to solve a problem, they think about WWDD (what would Dave do?).  Had the gift card situation played out in one of our stores, I know what would have happened..... we would have honored it.  Not only do we honor outdated gift cards, we honor long outdated gift certificates.  A few years ago, I even accepted a certificate purchased 7 years before I even owned this store (1984) that was purchased from the previous owner!  Why?  Because I know my customers remember things like that, AND TELL THEIR FRIENDS!

I know we aren't perfect, but at least we try to be fair.    

Dave's Evansville Ace Hosts a Horse Clinic!

For those of you who have read our Evansville newsletter, you already know we are hosting a Free Horse Seminar at the store on Thursday, March 29, beginning at 6:30 p.m.  Until recently, the guest speakers were Mitch Diamond of Diamond V, speaking about Robotics & Yeast, C. J. Gilbert, speaking about riding through fear and Cassandra Poquette talking about nutrition 101.  I think you will agree, that is a great slate of experts!

Today, I just learned that Tracy Porter, an internationally known horse rider and trainer will also be making a special appearance!  Although I've never judged a horse show, I do consider myself a pretty good judge of people.  I've known Tracy and her parents for years and feel fortunate to call them all my friends.

Coincidentally, they are all good customers too (but they'd be my friends even if they weren't!).  If you've ever seen Tracy and her horse jump through a ring of fire, you've seen some of our quality Ace Hardware products.  The majority of her special  propane fueled incendiary show device was dreamed up, engineered and constructed in the back room of our Milton store.  We can't take all the credit.  There is no question that it was a group effort by Tracy, her mother Shirley, her friend Floyd Finney and our staff of helpful hardware folks.  What's really most important to me is, when Tracy needs knowledgeable and friendly help, she doesn't head to a big orange box.... she heads to her local Ace Hardware store.

If you need any additional information about the seminar, call Cassandra Poquette at 608.235.9404, e-mail her at cpoquette@landmark.coop or visit www.landmark.com.  If you need additional  information about  quality hardware or home improvement products, call Dave's Ace!

Paint Department Inside Information

For as many years as I can remember, we have sold Ace Hardware Brand paint.  Made in a modern manufacturing facility in Matteson, Illinois, Ace Paint is a top quality product.  I know that to be true.  Customers who have tried it know it to be true.  Unfortunately, there are many professionals and do-it-yourselfers who simply have no intention of ever trying a "hardware store brand".  That's too bad.... but it's a retailing fact of life.

In our Milton store, we tried to address that problem by adding the Pratt and Lambert brand as a second line of paint.  Although we did sell some, we did not sell enough to make our investment pay off.   For that reason, when we designed our new Evansville paint department, we didn't include the Pratt and Lambert line.

About a year had past since we opened the new Evansville store and we were still looking for products to differentiate us from every other hardware and home center store in the area.  In speaking to our regular customers at both stores, one suggestion we heard over and over was.... "look into Benjamin Moore Paint".  Still gun shy from our experience with a second line of paint in the Milton store, I was very hesitant.... but when my wife pointed out the new Pottery Barn catalog (she gets what seems like 10 a day!), was showing Benjamin Moore's Regal paints in their display settings,  my opinion began to shift.  If Lori was looking at the colors in catalogs, wouldn't it make sense that other women were too?  My staff and I started asking around and the answer we heard over and over again was YES!

Toward the end of April, you will notice some major changes in both our stores.  About 40 feet of color chip racks, idea centers and Benjamin Moore paints will be taking their place next to our quality Ace Paint line.  Unfortunately, it will be a bit of a mess for a while.  Progress like this doesn't come easy, fast or cheap (just ask my banker!), but finally, our paint department will have the products to satisfy all kinds of painters form the weekender who needs a quart of touch up paint, to the professional looking for 50 gallons. 

This news is not exactly top secret, but this blog is the first place I have publicized our decision.  If you are reading this, you are among the first to know!

 

Mosquito Magnet Repair

Although like many good hardware stores, we  offer our customers a variety of services, one that is especially unique is our Mosquito Magnet repair.  Back in 2000 we began selling the original Commercial Pro and the Freedom models.  I remember the confused looks people had when I'd explain how they worked and then the shocked look they had when I told them the price.  Back then, the least expensive units sold for $799.  You would have thought I was trying to sell swampland or something!

I purchased the first Commercial Pro we sold, for my home in the woods.  I didn't really want to spend the money, but I also didn't want to let me newly built deck or my daughter's new play set sit idle as the mosquitoes buzzed merrily around.  The results were nothing short of amazing!  Within 3 weeks, we could walk out the back door without being attacked.  Within 5 weeks, my daughter could play outside without a layer of insect repellent.  This thing really worked!  From then on, I had no trouble selling the technology to my customers and friends.

Since then, the technology has changed a bit.  Mosquito Magnet no longer produces the original Commercial Pro or the Freedom.  New models called the Defender, the Liberty, Liberty Plus and Solar Pro have taken their place.  Like most high tech items, the Mosquito Magnets occasionally need to be serviced.  Unfortunately, up until last year, the only option for my customers (and all customers) was to return the unit to the American Biophysics headquarters in North Kingston, RI.  There, the factory technicians would recondition and return the unit at a fairly steep price.  Although cheaper than purchasing a new trap, it was still inconvenient and time consuming.  For years, I begged the company to offer training and parts to a few good retailers (like us).  Finally, my wish came true last spring.

After attending a one day initial training in Chicago and following it up with three days at the North Kingston facility, our General Manager, Todd Hesgard, added the title of Mosquito Magnet Technician to his business card.  No longer did our customers have to endure the high prices and long wait times to send their Mosquito Magnets in to be reconditioned!  We could repair them right in our own store!  Not only are we fixing traps for our local customers, but other folks (some from several states away) have begun sending their units to us for a quick repair and return.  What began as a way to keep our local customers happy has turned into a busy sideline for us.  We are happy to offer this service to all Mosquito Magnet owners, regardless of where they purchased their traps.

We can repair any currently produced model.  We are still unable to repair either of the original models.  Hopefully, in the future, we will be able to get the necessary training and parts to add the Commercial Pro and the Freedom to our list of "patients".

As I have more time, I plan to devote a post or two to specific issues owners of Mosquito Magnet traps may encounter.  I'd welcome any suggestions on what those subjects should be!