by Bea Peterson
The True Value Company recently recognized 13 True Value hardware stores, selected from each of the co-op’s retail regions, as winners of its second annual “Best Hardware Store in Town” nationwide recognition. Phil Bradley of Hoosick True Value is one of the winning retailers announced at True Value’s 2009 Spring Market held in New Orleans in March.
Store manager Jackie Stroffoleno works alongside her uncle, cousins and other family members, and together they have made Hoosick True Value the community mainstay it is today.
According to Stroffoleno, the store is best known for its great employees who provide excellent customer service. Many of the Hoosick True Value employees have been with the business for several years, amassing a wealth of industry knowledge they are always ready to share with the customer. Along with great customer service, the store creates a comfortable shopping atmosphere with clean, well lit departments and wide aisles that allow for comfortable browsing. The store has also built a reputation for offering a vast array of products.
“Ninety-five percent of the time we have what the customer wants,” said Stroffoleno. “Customers always say they’ve searched everywhere for a product, but we’re the ones who have it.”
Since joining True Value in 1990 the store has needed to expand three times as business continues to grow and more departments are added. Paint, electrical and plumbing are the top selling departments, with seasonal recently becoming more successful. Recognizing the seasonal department’s strength, the store has been adding items, such as lawn furniture, to its product offerings.
“Hoosick True Value Hardware ‘wins’ with the customer by anticipating shoppers’ needs and exceeding expectations, day in and day out,” said Lyle Heidermann, president and chief executive officer of True Value Company.
Sponsored by the independent hardware cooperative the “Best Hardware Store in Town” program is designed to recognize True Value stores that exemplify successful retailing. In its second year, the program drew more than 200 entries from stores that were self-nominated, or nominated by retail consultants and other True Value retailers. From there, mystery shoppers visited each of the 26 finalist stores to experience the store from a customer perspective. Using customer feedback, committee of co-op associates named 13 winners, selecting one retailer from each region. Stores were evaluated based on physical appearance, product selection, competitive pricing, promotional sales and customer assistance. Hoosick True Value is part of the Northeast Region which includes stores in Maine, Connecticut, Vermont, New York and Massachusetts.
True Value Company, headquartered in Chicago, is one of the world’s largest retailer-owned hardware cooperatives with sales of $2 billion in 2008. The cooperative includes approximately 5,400 independent retailer locations and businesses worldwide operating under the store identities of True Value, Grand Rental Station, Taylor Rental, PartyCentral, Home & Garden Showplace, Induserve Supply and Commercial Sales.