Hardware Store All Stars: True Value Home Center

Hugh Durham was one of the 13 retail honorees on the stage during the True Value General Session in Houston, Texas, earlier this year when the moment arrived for the announcement of the first-ever, overall winner of the co-op’s “Best Hardware Store in Town” contest.

Durham, VP of True Value Home Center in Mystic, Conn., said it took a second or two for the honor to sink in.

“That blew me away,” Durham said. “When I was on the stage and I saw the results come out on the teleprompter, I thought: ‘Who else owns a hardware store in Mystic, Connecticut?’”

It all became clear very quickly. But success for the business was years — even generations — in the making. Hugh marks the fourth generation in the business, and he credits low turnover and experienced staff as a competitive edge. It’s not uncommon to keep employees 10 years, and some tenures even hit 30 years, thanks in part to a “tremendous 401k” program and a pleasant environment.

The company operates three Connecticut stores. Vaughn Durham, Hugh’s father, said his stores run smoothly thanks to his “hands off” management style; True Value Home Center’s manager, Scott Neddeau, has been with the Mystic store since 1987.

“I let my managers run the stores and just gently direct them when necessary,” Vaughn Durham said. “So they end up feeling like it’s their store and, as a result, they have stayed with it for many years.”

Another key, he said, is the power of the big brands with big appeal. As examples, he pointed to Stihl, Benjamin Moore and Yeti. “Premium brands — that’s where it’s at, and we’re constantly looking for more premium brands,” he added. “That’s always been my theory on how to compete. They drive foot traffic, and they give us the ability to really thrive in the face of big-box competition.”

The selection process for the True Value “Best Hardware Store in Town” program is thorough. Store owners first earn a nomination from a retail consultant or regional manager. The selection process includes assessments based on the Roadmap to Retail Excellence and mystery shoppers who visited the store. The co-op evaluated each finalist based on store appearance, product selection, competitive pricing, promotional sales and customer assistance.

The family business was founded in 1912, and operated as a coal and lumber company, before evolving to home improvement and joining the True Value co-op in 1970.

According to Neddeau, the 36-year store veteran, True Value Home Center benefits from consistency over the years that fuels customer service. “I’ve been very fortunate that I don’t recruit a lot,” he said. “We have a good crew, we treat them well and they’re very knowledgeable.”

For the full HBSDealer All-Star class of 2016, click here.